FMS - GAIL

seven calendar days to replace the identified personnel with a competent
and qualified person at his own cost.
(r) For bigger plant sites such as Pata & Vijaypur locations, deployed RSEs
should also have their own conveyance (two wheeler) along with valid
licence & other documents (RC book & Insurance papers) in the name of
deputed RSE’s.
2.7 CENTRALISED HELP DESK SERVICES
(a) Under the Scope of the Work, the Contractor shall set up & operate
Help Desk facility at all locations. The Contractor shall ensure that Help
Desk facility/ operations are manned during the working hours / days of
GAIL.
(b) Contractor shall use Service plus Service Desk (SPSD) Module of
Enterprise Management System (EMS), procured from M/s Computer
Associates (CA) for execution of help desk facilities / services in GAIL.
(c) All the required reports should be generated from the Service plus
service desk (SPSD) module of Enterprise-wide management System.
(d) The Contractor shall resolve the reported problems as per provision
of this contract to maintain location-wise quarterly overall Systems uptime
as per SLR. System Uptime / availability report shall be directly generated
through the installed Call Monitoring – cum- Help desk Package. Contractor
shall submit monthly availability report to IT / Engineer-In-charge of all
locations. Over all report for system uptime / availability at all locations
shall be submitted by the contractor to Project-in-charge at corporate office
on monthly basis.
(e) All the MSS & FMS related calls can also be reported to Contractor /
Call Coordinator on phone, in person or in writing or through e-mail’s. All
such Service Calls shall be immediately logged-in through call monitoring /
Help desk package by contractor for automatic generation of Systems
downtime report at all GAIL locations. Contractor will devise & maintain an
unfailing method of recording all the relevant details of such calls at
respective locations for ease of calculation of downtime and other MIS
reports as per the contract.
(f) The Contractor at his own cost shall maintain Network & devices log books
/ history sheets and updated inventory database for Networking equipment,
Servers, PCs & associated Peripherals. The contractor shall make their own
arrangement for stationary, floppy disks & other consumables as required
by him for generation of various reports. The maintenance reports shall be
provided to GAIL at specified regular intervals, during the currency of the
Contract.
(g) During the resolution of the various problems, the Contractor will be
required to submit weekly report on what problems were faced and how
these were resolved along with Root cause analysis (RCA). Vendor shall
also maintain a knowledge base using the RCA to cater problems faced in
past. These shall be analyzed by GAIL and typical problems along with their
resolution will be uploaded as GAIL’s portal for future reference and quicker
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