I - INTRODUCTION

Hindustan Petroleum Corporation Ltd. (hereinafter referred to as HPCL) invites sealed tender offers, from the eligible, reputed and experienced vendors for setup, implementation, operations and maintenance of Facility Management Services for all its IT equipment/components/services (hereinafter referred to as FMS) at its locations (Depots, Terminals, LPG Plants, Regional Offices, T&E stations, Guest Houses etc. ) in North Zone (covering states of J&K, HP, Chandigarh, Haryana, Punjab, Delhi, Bihar, UP and Uttrakhand), referred to as 'HPCL NZ' hereinafter. HPCL reserves a right to add/remove the locations or material/areas where services are to be provided.

Brief Information about IT Infrastructure:

HPCL, North zone has over 80 locations and all the locations are networked and have IT equipment like PCs, Printers ,scanners etc. Equipment covered under this contract, hereafter known as "IT Equipment", such Desk Tops, Personal Computers (PCs'), Laptop Computers, Dot-Matrix Printers (DMPs') , Ink/Desk Jet Printers, LaserJet Printers. and other peripherals like MFDs, Scanners, CD Writers, Speakers etc. These IT Equipment’s were supplied by different vendors at different point in time. Details of equipment’s are as per Annexure-II & Annexure III. This list is based on the last inventory. However, there may be some variations to this and the vendor will have to do actual Asset Inventory at the start of the contract. The monthly payment against the contract shall be based on the IT equipment on which FMS services were provided in the month to HPCL. Some of the equipment is under warranty, for which the selected vendor shall have to do vendor management on behalf of HPCL. Other items shall be under direct technical support of the vendor. The details of the vendor management & direct technical support are described in later sections of this document.

II - SCOPE OF WORK Facility Management Services: The Facility Management Services (FMS) contract (hereinafter referred to as 'contract')

shall involve set-up, implementation and maintenance of FMS in HPCL North Zone.

The contract is aimed at covering complete IT Support Services to IT Assets to all Locations in HPCL, North Zone as per Annexure - VII. The Scope of Work covers the following:

1. Direct Technical support services (DTS): 1.1 Entire IT equipment and services in the offices as per Annexure-II has to be directly

maintained by the vendor in optimal working condition excluding IT Assets under warranty

which shall be taken care by VM. It also includes inbuilt devices like modem, CD Drives, DAT Drives and external devices like Dot Matrix/LaserJet /Desk Jet Printers, Plotter, Scanners, Multimedia Kit, CD writer drives, Tape Drives etc. It includes Preventive Maintenance, diagnosis, troubleshooting, repairing, replacing defective parts, resolving of the problem and re-installation/configuration of desktops, servers, printers, loading and configuration of OS, anti-virus soft wares, office-automation soft wares, Email and web-browsing soft wares, Hindi software, other packages as decided by HPCL, print services, resource sharing and network services at desktop level .The equipment’s also include one LPT Printer kept at main zonal office for heavy printing rates of which are to be separately quoted as per the rate format.

1.2 The Preventive Maintenance for the entire IS Assets like Desktop,Printer,Scanner etc.

will be carried out in every quarter for entire North Zone Locations. The service engineer should carry the authorization letter and valid I-card with him while carrying out the Preventive Maintenance activities at HPCL Locations. The schedule for the PM activity should be submitted within the first 15 days of every quarter and duly signed report by location In charge along with the compilation and analysis reports should be submitted 15 before the end of every quarter.

1.3 The DTS shall be comprehensive and onsite. The contract shall include all components of

PCs and Printers, including RAM ,Motherboard ,Hard-disks , Keyboards , Mouse , Printer Heads , Fuser Assemblies ,Printer adaptors and cables etc. but excludes consumables like Paper, Printer ribbons, Toner cartridges, Ink cartridges, Floppies, CDs, DAT Tapes, batteries .Please note that all parts if required have to be replaced irrespective of the cause of damage except consumables as mentioned above.

1.4 HPCL is using various standard packages for various applications like operating systems,

anti-virus, Office-automation, Email, Citrix client software, SCCM, Browsing etc. This contract covers installation of these packages and their updates as provided by HPCL from time to time on all the PCs/laptops.

1.5 Whenever software related call/requirement is received, Vendor has to provide the service for loading/updating and configuration of all standard packages provided by HPCL from time to time on all the PCs. For example, Operating systems with service pack Anti-virus packages and its updates/patches, Lotus SmartSuite / MS Office, Browsing software, GroupWise, Leap Hindi software, SCCM, ERP and Citrix clients and other packages as decided by HPCL and patches thereof.

1.6 In case of machine/hard-disk crash, the engineer shall do re-installation and configuration of PC including all required drivers, printer, loading and configuration of OS, anti-virus soft wares, office-automation software, Email and web-browsing software, Leap Hindi software, other packages as decided by HPCL

1.7 Wherever the vendor provide the solution for the call as format of the machine ,the

engineer will assist and guide the user regarding the data backup and data restore and will fully ensure the backups and restore in his presence in full consultation with the user. Wherever the user is not able to take the backups and restore, same will be done by the engineer in consultation and in presence of the user. The base operating system should also be loaded along with network configuration, i.e. Operating system like Windows XP/Vista etc., MS Office, Anti-virus and all HPCL Official Software.

1.8 In case of replacement of non-serviceable components, the component should be

replaced only with a new component of equivalent or better configuration, wherever technically feasible.

1.9 The vendor has to perform roll out of new software/ up gradation of software under agreed rate contract. The vendor has to take care of all new Application/Patches/Services rollout and user support e.g. SCCM, ADS rollout etc. For applications/aspects specific to HPCL setup, our own team shall act as L2 support till your engineers are provided training/information on the same. The training has to be arranged by the Vendor immediately.

1.10 The vendor needs to have all drivers of the equipment covered under Direct Technical

Support for quick resolution of the complaints.

1.11 Vendor to provide support for Video Conferencing, Presentations, Seminars and other

similar IT based services at our administrative offices and wherever required for non RE based locations also even for full day.

1.12 Server Maintenance 1.12.1 The servers will be under the direct maintenance of the vendor. The vendor will be required to provide the hardware as well as software support to the servers. The list of the servers will be provided by HPCL and should be updated from time to time. 1.12.2 The vendor will be required to carry out the daily preventive maintenance activity With the servers. He will carry out the weekly, monthly and quarterly activities Also as assigned by HPCL from time to time. The vendor will be required to take Backup of the servers also besides the preventive maintenance and regular Activity. He will be required to submit the reports also as decided by HPCL. 1.13 Kiosk Machines 1.13.1 The Kiosk machines have been placed in some of the North Zone Location. The vendor will be required to provide the hardware as well as software

Support for these machines for PC / Printer /UPS whereas touch screen for Kiosk machines are under warranty with the third party. The support for Touch screen will be like the normal monitor and will be covered under VMS Part of the FM contract.

1.14 LAN Management Services 1.14.1 The vendor shall provide comprehensive LAN Management Services to ensure

continuous connectivity of all users till in local LAN level. The services will include maintenance of Cabling (OFC as well as CAT-5/CAT-6) UTP Patch Cords, all types of connectors, I/O Boxes etc. Wherever LAN components like cables, connectors, I/O boxes, patch cords etc need replacement; same will be done by the vendor as part of contract itself. However vendor shall not do any new LAN cabling but will ensure maintenance and repair of existing LAN setups. The LAN Management does not include Switches maintenance but includes first level diagnosis.

2. Vendor Management Services (VMS) There are Items which are under Warranty with various suppliers/OEMs. The FM vendor shall provide Comprehensive Software Support on such equipment also besides First Level-Diagnostics for all problems. In case it is a hardware related call which needs support from the supplier (or his OEM), the FM vendor shall log complaint & track calls with the supplier/OEM till its closure.

2.1 Updated contacts: Service Desk Executive must maintain an updated on-line Telephone numbers of all vendors and do call allocation and referral to appropriate agency. Service desk must do call tracking and closure of the calls.

Service desk Executive must handle problem escalations.

2.2 Updated vendor data: The database shall include updated contact details of the vendors, escalation matrix, and AMC period of equipment under AMC, response and resolution time commitments etc. The Service desk must do first-level diagnosis and resolve (if possible) the problem. Vendor must promptly log and constantly track, coordinate and escalate problems with respective vendor for equipment/components/services under vendor's contract/warranty till resolution of the problem. The Service desk must follow-up with the vendors for pending calls. The Service desk must also issue letter, e-mail, fax and build a case report of vendors, wherever deficiency in service is observed. The Service desk must monitor the performance of the vendors and generate the report related with the performance. They should also inform HPCL coordinator regarding expiry of warranty / AMC well in advance. (At least 2 months advance)

2.3 Vendor reports: The Service desk shall provide all reports pertaining to Vendor management, vendors' performance analysis, escalation events etc. In case of PCs, the Service desk shall, except direct hardware support, provide all support services directly e.g. loading and configuration of HPCL provided standard software packages, anti-virus packages, operating systems etc.

2.4 Troubleshooting of all first level calls related to IT equipment, whether hardware or

software related, like O.S., Virus, Drivers, Hardware, Printing issues, Network connectivity, etc., irrespective of equipment under AMC with the Vendor or those who are under AMC/ Warranty with some other Vendor. It also includes loading and configuration of all standard packages provided by HPCL e.g. Operating systems, Anti-virus packages, Office automation packages, E-mail and Browsing software, Leap Hindi software, ERP and Citrix clients and other packages decided by HPCL. This contract covers installation of these package and their updates as provided by HPCL from time to time on all the PCs.

2.5 TAS

The Terminal Automation System i.e. TAS machines have been placed in some of the North Zone Location and they are used for automation purpose. The vendor will be required to provide the first level diagnosis and software support to TAS machines including loading/unloading i.e. Operating system like Windows XP/Vista etc.MS Office, Anti-virus and all HPCL Official Software. The daily monitoring and activities as decided by HPCL will have to be carried out along with record keeping of the sane.

2.6 THIN CLIENTS

Thin Clients have been placed in high end invoice locations of North Zone. The support for these machines will be like the normal PC and will be covered under the VMS part of the FM contract.

2.7 The vendor needs to have all drivers of the equipment covered under Vendor

Management Support for quick resolution of the complaints. The service engineer should have all drivers available with him while attending the calls.

2.8 At Delhi, In case any material, which is under carry-in warranty / AMC, is to be taken

to a supplier/OEM/Service center, the FM vendor's person/courier shall have to carry it and bring back. No transportation charges or any other charges shall be paid for this. All attempts shall be made not to use the resident engineers/helper for this job. They should be assigned such jobs only in case of urgency, to be decided by HPCL team.

2.9 LPT printer at Scope Minar Building, North Zone for heavy printing purpose shall

also be included in the list of equipment’s if new printer is procuderd. The present printer has to be taken under DTS.

3. Assets Management Services:

3.1 IT Equipment database maintenance: The Service desk shall maintain database of all

IT equipment/components/services including servers (Windows XP/ 2003, etc.), customized soft wares under warranty or AMC with other vendors. The list of all such items is as per Annexure-II and Annexure III. The Asset Management Services includes maintenance of asset (hardware/software) database by recording information like Used by, Used for, Configuration, Serial Number, Asset Code, Warranty and AMC etc details and the updated asset details information must be readily available in hard copy as well as in soft copy. Monitoring and management of up gradation and relocation of assets (including software) should also to be performed by Service desk.

3.2 The Vendor in the beginning of the contract must assign the responsibility of the asset

management to one of the member of their FM team and they should duly inform the same to the HPCL nodal officer. The Service desk must maintain the software database including licenses and track changes and version upgrades software license and date validity.

3.3 The AM services includes checking and supervising new hardware deliveries and

installation, maintain hardware change documents and update data accordingly. It also includes keeping track of those assets which are being interchange from one user to another user due to transfer, promotion or any other reason. Collecting of the HMAC form duly filled in by the users and the dept. head, updating the same in asset master, labeling of new PC with the Tag nos. etc.

3.4 The AM services includes report generation in respect of IT assets as and when Required by HPCL. 3.5 The vendor shall need to carry out an IT inventory verification exercise at all locations and

update the same in the Assets management application. The physical verification exercise shall again be carried toward the end of 2nd year of FM services, in case the contract is extended for 2nd year. The vendor will be required to do the asset compilation and asset reconciliation also as per the satisfaction of HPCL and will be required to submit the fully compiled reports of the locations.

3.6 The vendor will be required to take the asset inventory and asset reconciliation of the

HPCL Location as and when required by the HPCL. The call will be registered for the same and should be monitored by the coordinator till its closure. The penalty will be levied on the calls as per the SLA defined for the location under 7.2 and non-performance charges mentioned under 7.6

4. Call Management/Service Desk:

4.1 The vendor has to establish a helpdesk for logging all user complaints and issue the complaint number. The call may be logged through Web Page, over phone or through email. The vendor is required to use our Help-desk Software for this purpose. The software has capability to address basic aspects of HPCL's FM services requirements. The software shall be used in HPC only and should not be used outside HPCL. The package is based on ASP/MS-Access. Vendor may be required to make some technical and database changes in the package to handle MIS requirements, alert generations, data capturing etc.

4.2 Call Management: The helpdesk shall be responsible for logging all complaints, issue of complaint nos., adjudging severity of the problem, assigning its resident engineer(s) to rectify problem, replacement of faulty parts, coordination for issue of gate passes for materials out for repairs, receipts of material after repairs, maintaining proper record of the material in/out for FM services, tracking call status, escalating calls, if necessary to higher levels, generation of call reports and other reports on pending calls etc., analyzing call statistics, logging and following-up with other vendors for rectification of problems with other equipment under warranty/AMC of other vendor's. The helpdesk shall be responsible for updation of software upgrades/patches on all Desktops/Laptops irrespective whether the equipment is covered under FM (Facilities Maintenance) or VM (Vendor Management).

4.3 Vendor shall make use of the software tools provided by HPCL at the Helpdesk required for Call management and other related services like generation of MIS etc. In case any MIS report is not available, the FM in charge may have to import data from Helpdesk application in Excel worksheets and prepare reports as per HPCL's requirements.

4.4 HPCL will provide its own software for Service desk management, vendor management and asset management. The Vendor has to establish Service desk for logging all user complaints and issue the complaint number.

4.5 The call may be logged over phone or through e-mail or a web browser and the call will

be automatically prioritized.

5. Reports Management

HPCL software covering the required managed must be used by the vendor for generating various reports listed below:

5.1 Daily: Direct Technical support services: Call statistics, pending call report, Spares

changed, parts received back, parts pending in repairs, spares inventory, Location In charges and IT coordinator list. Vendor management services: Calls logged, tracked, escalated.

5.2 Direct Technical Support Services: Pending calls, overall calls statistics, and parts

changed, parts sent for repairs and received back, parts pending in repairs, spares inventory. Call type report, downtime report, call trend report, Virus updation.

5.3 Vendor Management Services: Calls logged, tracked, and escalated with third Vendor

and his performance analysis Assets management Services: Assets at the end of the month change in configuration /user /location and Non-performance report. Cost of Spares Replaced: Computed report out of Daily Report above and to be submitted along with Monthly Bills

5.4 Need based: Cost of the service V/s Cost of replacements for the assets.etc

6. FMS Personnel: 6.1 The FMS Engineers are to be located at many locations (List as given below).However

the location for resident engineer can be changed as per the requirement and decision solely depends on HPCL discretion. The list of FMS personnel along with designations are as

S.No Location FM Personnel Qualification Work

Experience 1 Project Leader who shall act as vendor's single point of interface with HPCL.

1. Scope Minar a.)3 Senior FM Engineer b.)1 Senior FM Engineer for TAS & Data Center etc c.)1 Helpdesk Coordinator d.)1 Data Entry Operator e.)1 Helper

a.) Minimum Science Graduate or Diploma Holder/BE/B.Tech. b.) Minimum Science Graduate or Diploma Holder/BE/B.Tech. c.) Minimum Graduate or Diploma Holder/BE/B.Tech(Refer section 6.3 below) d.) Minimum SSC with working computer knowledge e.)Minimum SSC

a.)5years or more b.)5 years or more c.)5 years or more d.)1 year or more e.)1 year or more

2. UCO Bank 1 FM Engineer Minimum Science Graduate or Diploma Holder/BE/B.Tech.

3 years or more

3. Jeevan Bharti

1 FM Engineer Minimum Science Graduate or Diploma

3 years or more

Building Holder/BE/B.Tech 4. Shakurbasti 1 FM Engineer Minimum Science Graduate

or Diploma Holder/BE/B.Tech

3 years or more

5. Chandigarh 1 FM Engineer Minimum Science Graduate or Diploma Holder/BE/B.Tech

3 years or more

6. Lucknow NCZ

a.)2 FM Engineer b.)1 Helpdesk coordinator

a.)Minimum Science Graduate or Diploma Holder/BE/B.Tech b.) Minimum Graduate or Diploma Holder/BE/B.Tech.

a.)3 years or more b.)3 years or more

7. Patna 1 FM Engineer Minimum Science Graduate or Diploma Holder/BE/B.Tech

3 years or more

8. Begusarai 1 FM Engineer Minimum Science Graduate or Diploma Holder/BE/B.Tech

3 years or more

9. Bathinda Ramamandi

1 FM Engineer Minimum Science Graduate or Diploma Holder/BE/B.Tech

3 years or more

10. Loni LPG 1 FM Engineer Minimum Science Graduate or Diploma Holder/BE/B.Tech

3 years or more

11. Hoshairpur 1 FM Engineer Minimum Science Graduate or Diploma Holder/BE/B.Tech

3 years or more

12. Jalandhar 1 FM Engineer Minimum Science Graduate or Diploma Holder/BE/B.Tech

3 years or more

13. Jammu 1 FM Engineer Minimum Science Graduate or Diploma Holder/BE/B.Tech

3 years or more

14. Bahadurgarh 1 FM Engineer Minimum Science Graduate or Diploma Holder/BE/B.Tech

3 years or more

15. Panipat 1 FM Engineer Minimum Science Graduate or Diploma Holder/BE/B.Tech

3 years or more

16. Gurgaon 1 FM Engineer Minimum Science Graduate or Diploma Holder/BE/B.Tech

3 years or more

17. Meerut 1 FM Engineer Minimum Science Graduate or Diploma Holder/BE/B.Tech

3 years or more

18. Mugalsarai 1 FM Engineer Minimum Science Graduate or Diploma Holder/BE/B.Tech

3 years or more

19. Shimla

1 FM Engineer Minimum Science Graduate or Diploma Holder/BE/B.Tech

3 years or more

20. Agra

1 FM Engineer Minimum Science Graduate or Diploma Holder/BE/B.Tech

3 years or more

21. Bathinda City

1 FM Engineer Minimum Science Graduate or Diploma Holder/BE/B.Tech

3 years or more

22. Jind

1 FM Engineer Minimum Science Graduate or Diploma Holder/BE/B.Tech

3 years or more

23. Dehradun

1 FM Engineer Minimum Science Graduate or Diploma Holder/BE/B.Tech

3 years or more

6.1.1 North Central Zone – Helpdesk

From the above list (Point No.6 ) 2-Resident Engineers and 1 helpdesk coordinator shall be deputed for NCZ Lucknow to look after Bihar and UP locations. NCZ helpdesk shall be reporting to North Zone – IS Department. All reports shall be communicated and cumulated at NZ-Helpdesk at Scope Minar Complex Delhi.

6.2 Project Leader The Vendor shall have one Project Leader for FM Services for HPCL in his own office.

The project leader shall act as vendor's single point of interface with HPCL for all issues related to this contract. He shall visit the Zonal office, at least once in 15 days to have a review of status and performance of the FM Services and take necessary action for improvements or as and when required by HPCL.

6.3 FM CO-ORDINATOR (HELPDESK) The Vendor shall position one FM In-charge having working knowledge of IT

infrastructure e.g. PCs, Printers, Scanners, Laptops etc. He/She will be responsible for receiving calls, logging into online call register systems, update HPCL Nodal Officer on the calls logged, pending calls & specific issues, and prepare call sheet and handover the same to FM Engineer/FM Engineer (Network Support) to attend the call. If the

engineer concerned is in the field, information should be given over telephone, in such cases the concerned engineer needs to prepare call sheet and attend the call. Once the call sheet is received from the field, Service desk Executive should check all the columns are filled properly without any missing and file them in call No. order on monthly basis and handover the same to HPCL nodal officer at the end of the month. He/She shall coordinate with vendor's other offices/support personnel for timely resolution of reported problems, MIS collection etc.

He/She will be keeping the record of material sent out and brought back after Repair. He/She will do scanning and CD writing also.

He/She will escalate the calls pertaining to vendor management to the respective

vendors. He/She should keep track of the call and follow-up with vendor for call completion within the permissible time.

6.4 FM Engineers

FM Engineer is responsible for first level diagnosis, resolving the problem , loading, installing and configuration of all standard packages and their updates provided by HPCL e.g. Operating systems, Anti-virus packages, Office automation packages, GroupWise mailing system, ERP, Citrix clients, printer sessions, basic LAN or PC level networking problems etc.

6.5 Senior FM Engineer

FM Engineer is responsible for resolving the problem , loading, installing and configuration of all standard packages and their updates provided by HPCL e.g. Operating systems, Anti-virus packages, Office automation packages, GroupWise mailing system, ERP, Citrix clients, printer sessions, basic LAN or PC level networking problems etc.

In addition to FM Calls, Senior FM Engineer should have sufficient expertise in Wired & Wireless LAN, Troubleshooting, Maintenance, and Monitoring for LAN problems.

6.6 Helper/Data Entry Operator

He is the helping hand in carrying out the miscellaneous activities of FMS such as storing, stacking, cleaning, lifting, shifting, transporting various items and any other jobs assigned as and when required. Data Entry Operator will be assigned different jobs related to Assets/Reports mostly related to data entry into different systems.

6.7 Dedicated Backup

The vendor will provide one dedicated backup in the Team which will act as the backup for co-ordinator as well as the engineer and should be well aware about the job responsibilities of engineer and backup. He will make three whole day visits

compulsorily on monthly basis to the HPCL, Scope Minar for taking the downloads and should keep himself updated regarding the latest developments from time to time. The visit schedule should be informed to HPCL before the start of every month.

6.8 The service engineer deputed for out location calls of HPCL should be on direct

payroll of the company and should carry the valid I-card with them on call. The service engineer deputed for HPCL site should be well versed with the HPCL applications and tools.

6.9 It is mandatory that a person who is going to work with HPCL team will be coming with

all his certificates/testimonials and appears for an interview before HPCL nodal officer and should get approval for inclusion in the FMS team. He should have good behavior and communication skills.

6.10 Help desk In-charge along with his Group and Resident Engineers should be available

from 09:00 AM to 06:00 PM on all working days from Monday to Saturday. The RE's placed at other location will also follow the same time as from 09:00 AM to 06:00 PM on all working days. However, if required, the Help desk In-charge and/or Resident Engineer(s) may be asked to come on Sundays/Holidays along with his other group members wherever advised by HPCL or to report early / leave late, without any additional charges to HPCL. Attendance of all resident engineers and FMS personnel to be maintained daily and responsibility will lie with Helpdesk coordinator /Project in-charge.

6.11 The vendor shall not shift manpower posted in HPCL to other customer's locations during validity of HPCL's FMS contract. The vendor has to ensure contingency arrangement for leave/resignation of FM personnel and intimate the same to HPCL well in advance. In the case of any FMS personnel need to attend office of the vendor or for his/her personal works, he/she should take an approval from HPCL nodal officer before leaving the site. In case of any replacement of any personnel, the replaced person must be equally competent in comparison with person going out of FM team and there should be proper handing over/taking over.

6.12 Additional FM Engineers

Additional Resident Engineers may be required (with same qualification as mentioned in Point 6.1) for different locations of HPCL. The request for Engineers will be given 15 days in advance and will be used for minimum of one month. The decision to take additional FM Engineers is solely at HPCL discretion. The quote for the additional Engineers has been put as separate item in Rate format.

6.13 STD Fixed/ FWP Phone

The vendor will be required to provide the STD Facility for the co-ordination purpose to service desk executive. They have to arrange for the landline/FWP STD phone. The bill amount will not be paid separately but will be part of FM Charges per month (Item no.1 of Annexure IV).However the itemized bills should be submitted to HPCL for

analysis regarding the usage pattern. In the event of breakdown of STD services, immediate replacement shall be provided by the Vendor. In the event of non-working of the STD phone, the co-coordinator/FM Engineers will have to use their own resources to make calls and in no case will delay in call logging and resolution be accepted on account of non-working of STD Phone. Penalty Charges of Rs250 per day will be levied on account of non-availability of STD Phone.

6.14 The vendor will be required to provide the HPCL related training to the FM Manpower including Service engineer from time to time and will keep the HPCL Updated. The training imparted should be both i.e. technical covering HPCL software

and technology and behavioral emphasizing on overall communication skills and attitude. The expenditure for the training will be borne by the vendor itself.

6.15 Information Systems Department – North Zone reserves the right to depute any engineer

from the engineers deputed in various locations and NZ to any other location based on specific requirement. Engineer shall visit the location to attend the call and the cost shall be borne by Vendor.

7. SLA on FM Component: The helpdesk shall assign severity level to the problems as under: 7.1 All LAN related problems affecting many users has to be given highest priority and

must be resolved within the SLA defined for that location .Any LAN problems, affecting many users, should be resolved as soon as possible irrespective of intervening holidays/off days.

7.2 Individual user's problem relating to smooth and optimal working of machine, printer

and other attached critical equipment including network services, Email, print-services and resource sharing at desktop level and software related calls fall under high priority problems and must be resolved within :

• 4 working hours of reporting the problem for location(s) where resident engineer(s) is

available in HPCL premises. • 6 working hours of reporting the problem for locations where vendor has support

office(s) or stationed engineer(s) (within 50 Kms radius) • By close of next business day (of HPCL location) for other locations.

The bidders must provide details of the cities where they have support offices or stationed engineer(s). The classification and mapping of the locations with Vendor's support offices/engineer locations shall be done by HPCL.

7.3 In case of any part / component replacement or standby is required to be provided, the same should be done and call closed by next working day. Standby provided should be of similar configuration and user should be able to work on the same without losing productivity. HPCL team's decision shall be final is deciding whether provided standby is adequate.

7.4 The visiting engineer shall make call report for every visit, record problem, analysis and

resolution done. One copy of call sheet should be provided to HPCL, whenever demanded, particularly where part / component replacement or standby was requisitioned.

7.5 All working days are with respect to working days of HPCL locations, which are Mondays

to Saturdays. Working hours shall be taken as 09:00 AM to 06.00 PM for all locations for the purpose of SLA & penalty calculation. The SLAs shall be analyzed on monthly basis. In case of delay, non-performance charges as detailed in 'Terms and Conditions' shall be imposed.

7.6 Delay penalty /Non-performance Charges:

7.6.1 In case of any SLA violation, non-performance charges will be Rs.250/- per item for every delay of 4 working hours or part thereof subject to the maximum of total amount

payable to the party under FMS for the month.

7.6.2 For material under direct technical support where standby is given, repaired or

permanent replacement should be provided within 10 working days. In case of any delay, penalty @Rs 250/- per working day shall be applied.

7.6.3 If the PM activity is not done as per the target and reports not submitted as per time

schedule mentioned under 1.2, penalty of Rs.100 per day per location will be levied.

7.6.4 All the deductible amount shall be calculated and imposed separately compounded irrespective of any inter-dependence on each other.

8. SLA on FM Manpower

8.1 The FM engineers, coordinators, Service engineers and dedicated backups should be

on the direct payroll of the company. They have must have valid I-card with them. Any cases where it is found that engineers deputed for HPCL Locations and for HPCL Calls are on adhoc, the same will attract penalty and contract will be liable for termination. The engineers whether Resident or Service if found on adhoc/contract/third party payroll will be treated as violation of contract and may lead to cancellation of contract.

8.2 The Service Engineer deputed for HPCL calls should be minimum graduates/engineering diploma holder and should have minimum experience of 1Year in Hardware/Software maintenance and should have enough knowledge of windows operating systems and applications. The FM Personnel and Service Engineer should have proper technical competency and behavioral competency. Any case of misbehavior by engineer reported from HPCL location will not be acceptable and will attract the penalty of Rs.1000 for that call. Besides Penalty, warning letter will be issued and contract will be liable for termination.

S.No Penalty For Penalty Charge(in

Rs per day) Note

1.) Non-Availability of STD Phone 250 per day 2.) Absence of Resident Personnel and

non-replacement 750 per day

3.) Absence of helper, data-entry operator, coordinator and non-replacement

500 per day

4.) Incidence of misbehavior by any personnel.

1000 per call Besides Penalty, warning letter will be issued and contract will be liable for termination

5.) Non-submission of monthly report and weekly report

250 per day Monthly report to be submitted by 5th of month Weekly report to be submitted by 1st working day of week

6) Preventive Maintenance a) Non Submission of Schedule by

15th day of Quarter b) Non Submission of PM Reports

before 15 days of end of quarter

a)Rs 250 per day b)Rs 100 per day/per location

III-GENERAL TERMS AND CONDITIONS-NOTE TO BIDDERS

1. The Vendor shall undertake contract for all items on 'As is where is basis' The validity of this contract shall be for a period of 2 years. However the initial

contract shall be for a period of one year and rates are to be quoted accordingly. HPCL shall renew the contract for second year after review of the quality of services and satisfactory performance of the vendor. Rates, Terms and Conditions shall remain same throughout the validity of the contract, unless there are any mutually agreed changes. The vendor has to give compliance and undertaking that if the contract is renewed for another year, the vendor will abide by the same terms and conditions and rates as quoted in this tender. The contract will be awarded only after compliance to this clause.

2. Vendors should be capable enough to undertake comprehensive Facility Management Services contract with proven record should bid. The bidders have to quote strictly in line with this tender's requirement and no information should be left incomplete/unfilled, failing which the bid shall be rejected. The rates for the contract and various individual items must be furnished as per rate format at Annexure-IV & V for first year as well as second year of the contract.

3. Terms of Payments: 15 days from receipt of bill covering the service received during

the immediately preceding calendar month. Amount payable shall be 1/12th annual rate after deducting applicable charges for non-performance or delayed performance as the case may be.

Bid shall liable to be rejected in case of non-acceptance of the above payment terms. 4. HPCL reserves the right to enter/withdraw into Direct Technical Support or Vendor

Management for items/equipment in full or part. 5. Tenders will be received under two bid systems, one containing "Unpriced Bid" and

other "Priced Bid". Unpriced Bid shall also include documentary evidence establishing that the tenderer is qualified to perform the contract. Priced Bid will only consist of the rates and prices of the total contract as per the rate format given in Annexure-IV & Annexure -V.

6. HPCL reserves the right to accept or reject any tender without assigning any reason.

Tenders received late, incomplete tenders shall be rejected. HPCL reserves the right to amend, alter, add or delete any changes in terms and conditions for proposed scope of work.

7. The successful tenderer will be required to submit performance bank guarantee valid

for 2 years, equivalent to 10% of the estimated Annual contract value in the prescribed format. The format may be obtained from our purchase department.

8. The successful Bidder (hereinafter referred to as 'Vendor') will be solely responsible for

meeting the 'FM Services' requirements as specified in this tender document and to implement and operate the complete FMS center as per scope of work on comprehensive basis to the satisfaction of HPCL. The Vendor shall not absolve of the responsibilities as mentioned in the "Scope of Work" due to any reasons whatsoever.

9. In case of any deviations, please spell them out clause-wise with reason(s) in your bid

under the heading "Deviations from Objectives". Compliance shall be assumed for all items / features not explicitly listed in "Deviation from Objectives" and shall be binding on the vendor.

10. FMS agreement shall be entered into by HPCL for the said contract (hereinafter

referred to as 'Contract') on the successful Bidder. It shall be governed inter-alia by the conditions detailed in this document.

12. Language of the bid submitted by vendor should be clear, free from jargons and

unambiguous. Bidder should not use words and phrases that require interpretation. Bids with vague and indifferent expressions such as "subject to immediate acceptance" / "subject to availability" / "subject to prior sale"/ "information to be provided later" etc. Shall not be considered at all.

13. The vendor shall place the entire team, 15 days prior to the commencement of the

contract to familiarize with the setup and take over from the existing vendor. No payment will be made for this period. During this period, the primary responsibility of providing FM services shall remain with the existing vendor.

14. The participating bidder shall have thorough experience in the similar nature of

services. However at any cost successful bidder shall not give sub contract to any firm/company/franchise etc. in full or part under any circumstances. If given, contract shall stand cancelled.

15. Vendor has to comply with the requirements advised by HR Department of HPCL or

locations, as advised. Vendor has to fulfill all statutory requirements viz. PF, ESI etc.

Non-compliance of any such requirement shall not be any excuse for delivering timely

service.

16. If performance of any engineer found not satisfactory, he will be replaced by another

engineer within two days' notice. 17. Bidder to furnish the particular as detailed in Annexure-I. 18. Vendor has to sign and stamp all the pages of the tender document. Indicating

acceptance of the terms and conditions.

19. After expiry of warranty for any item, HPCL at its own discretion, transfer items covered under VM (Vendor management) to Direct Technical support Services (Facilities Maintenance) as per the rates quoted by the successful bidder. The SLA, Penalty, Terms & Conditions shall remain same for the new added items also.

20. The FM Services shall be implemented, operated and maintained at HPCL, North Zone

office at Scope Minar building, 6th Floor, Laxmi Nagar, Delhi - 11 0092 for all offices/locations in North Zone.

21. Clarifications related to the scope of the work if any, may be sought from Mr.

YashPal Meena 011-22408432, yashpalmeena@hpcl.co.in , Sanjeev Bhat 011-22408434 ,sbhat@hpcl.co.in during office hours from 11a.m to 03.30 p.m on all working days before submission of tender.

IV-SPECIAL TERMS AND CONDITIONS 1 Termination of contract (Failure and Cancellation of contract) 1.1 The Vendor must implement, maintain and operate the FM Services as stated in this

document. If the FM services are not implemented, operated and maintained to the satisfaction of HPCL, HPCL will have the right to cancel the contract. In the event of cancellation of contract, the Vendor shall be paid only for the duration for which services were rendered after deducting all amounts towards non-performance/delayed performance etc. on pro-rata basis. If such amount is not sufficient from the amount payable as above, such amounts shall be recovered from amount recoverable under Performance Bank Guarantee.

1.2 HPCL reserves the right to terminate the contract with one month notice without assigning

any reasons whatsoever.

2. Miscellaneous

Vendor has to make his own arrangement for transportation of his resident engineers/other staff to and fro HPC offices. In cases of carry-in warranties/AMC (mostly Laptops), the material has to be taken and received back from service centres of OEMs by your personnel at your own transportation cost/conveyance charges etc.

3. Vendor should adhere to Fire and Safety requirements of the office such as use of Safety

Helmet and Safety shoes in the field area/offices including safety precautions with respect to working on heights and any other applicable safety regulations. Vendor has to provide Safety Helmets and Safety Shoes to all persons engaged in such jobs.

4. Compliance Sheet

It is mandatory for every bidder to fill-up this compliance sheet with full information. The table shall be referred to decide conformance to HPCL's requirements and HPCL may not revert back to the bidder for seeking any further clarifications. Therefore bidders are requested to be specific and fill up required information without any ambiguity.

# Item Yes/No REMARKS 1 Full conformity to scope of

work accepted

2 General terms and Conditionsaccepted

3 Eligibility Criteria accepted 4 Other Terms and Conditions

acepted

5 Contract on 'as is where is' basis accepted

6 Payment terms accepted 7 Nonperformance charges

clause accepted

8 Contract renewal clause for 2nd

year (vendor to abide by same terms/conditions and rates as quoted in this tender)-refer Point-1 under GENERAL TERMS AND CONDITIONS- NOTE TO BIDDERS- ACCEPTED

9 Failure and Cancellation of contract clause accepted

5. HPCL's Obligations: HPCL shall assign a nodal officer for coordination with the Vendor.

a. HPCL shall provide reasonable office facilities at Zonal Office. One PC and printer shall be provided for FM Team's working.

b. HPCL shall provide entry permits to the Vendor's authorized personnel at the work site.

d. HPCL shall provide Intercoms as well as access to direct telephone line to the Service desk executive. The vendor will be required to provide the STD Facility for the co-ordination purpose to service desk executive. They have to arrange for the landline/FWP STD phone. The bill amount will not be paid separately but will be part of FM Charges per month (Item no.1 of Annexure IV).However vendor will be required to submit the itemized billing to HPCL for analysis regarding the usage pattern.

e. HPCL shall provide the existing Asset Management database and software to operate the service desk.

V-ELIGIBILITY CRITERIA

1. Vendors should be capable enough to undertake comprehensive facility management

services contract with proven record should bid. The bidders have to quote strictly in line with this tender's requirement and no information should be left incomplete/unfilled, failing which the bid shall be rejected.

a) Must have successfully undertaken at least 3 FM contracts of similar nature in last 3 years for 500+ Desktops & Printers over 20 Geographically spread locations in Northern Region i.e. states of J&K, HP, Chandigarh, Haryana, Punjab, Delhi, Bihar, UP and Uttrakhand

b) The vendor should have offices in all major states in Northern Region i.e. states of

J&K, HP, Chandigarh, Haryana, Punjab, Delhi, Bihar, UP and Uttranchal and Engineers on direct payroll of the company should be available on all HPCL Location or nearby cities. Vendor to provide the adequate proof for the same.

c) The vendor should provide the direct support and services and there should not be any

subletting or subcontracting to any third party in any form.

2. The bidders must submit adequate proof of the same for meeting eligibility criteria. Please attach copies of POs, addresses and contact nos. of your offices etc.

3. The vendor should be in sound financial condition and should be in profits for

immediate preceding financial year. Copy of the immediately preceding three years balance sheets & profit and loss accounts shall be furnished.

4. No deviations are allowed.

5. Information for Eligibility criteria: (Please attach copies of POs)

Factor Response Supported document

attached Name of the client

Name, address, phone and fax nos., Email addresses of contact person(s)

Duration of contract Total Desktops under contract Desktops on LAN Services covered Items under Direct technical support Items under Vendor management Items under Assets management

Vendor to attach copy of contract/order along with proof of satisfactory execution of

contract. Annexure-I BIDDER'S PARTICULARS

Name of the Company Registered Office Address Address for Correspondence, telephone Nos. Fax Website Address Chairman & Managing Director's Name, Telephone No.(s) and E-mail Address

Director's Name, Telephone No.(s) and E-mail Address Project In charge Name, designation, telephone No. and email address

No. of years of FMS/LAN services in India Revenue from Infrastructure Management Services in immediately preceding 3 years.

Details of the Escalation Matrix for Service Delivery Whether your company is registered under Municipal Act and or State Govt. Shops and establishment

Sale tax Regn. No. And Date. ( Attached Photostat /true copy of latest sale tax clearance certificate

Income tax Regn. No. (GIR/ PAN). ( Attached Photostat /certified true copy of latest sale tax clearance certificate

Turnover for last 3 years ( Rs in lakhs ) Profit after tax for last 3 years ( Rs in lakhs ) ISO Certification for FMS/LAN (if yes, state location and year. Also attach copies of the certificates.

Annexure - IV See Attachment - I Notes: 1. Rates shall be offered strictly in this format only. Rates mentioned anywhere else will make

quotation liable for rejection.

• Based on current inventory of PC/Laptops • In case of deviation/changes in the inventory of the IT equipment, the prices as above

shall be used for recalculating the total monthly FMS amount. • No additional amount shall be paid in case of any up gradation for any PC or addition

of any component therein.

Annexure - V See Attachment - II Notes: 1. Rates shall be offered strictly in this format only. Rates mentioned anywhere else will make

quotation liable for rejection.

• Based on current inventory of PC/Laptops • In case of deviation/changes in the inventory of the IT equipment, the prices as above

shall be used for recalculating the total monthly FMS amount. • No additional amount shall be paid in case of any up gradation for any PC or addition

of any component therein.

Annexure-VI NOTES TO MATERIALS

1. In case certain terms and conditions are not in consonance with HPCL's standard terms

and conditions for contract for services, Materials Department shall revert back to user to resolve the deviations while meeting the requirement of IT related services.

2. The Security deposit in form of a bank guarantee equivalent to 10% of the total contract

value should be asked from the vendor.

3. HPCL shall review the contract after expiry of each one year and shall extend it at its sole discretion subject to satisfactory performance.

4. All queries related to the scope of work may be referred to Mr.Yash pal meena ,Sanjeev

Bhat from Monday to Friday during office hours from __10.30____ AM to ____3.30 PM on all working days

5. Total Financial Limit of this contract for each year is as follows : Rs. ______ lakhs FM Services Rs. ______lakhs

6. The taxes to be paid as applicable. 7. The cumulative total i.e. overall lowest will be the basis for the selection of the bidder.

Itemwise amounts not to be compared. 8. The Excel sheets of the attachments can be taken from IS-NZ