Tender for Supply, Installation, Developmentation and ...

HINDUSTAN PETROLEUM CORPORATION LIMITED
Purchase Department, Petroleum House, 7th floor, 17 J. Tata Road, Mumbai 400 020.
Phone No : +91-2286 3105 / 3723 Fax No. +91-22-2283 5615, 2284 1098
Tender No. 6000094-HD-10003/DSS
Public Tender Document
2. Service Level Agreement & Non-Performance charges :
The material shall be classified into 2 types – critical & non-critical. The Servers,
UPS and the active devices (cisco switches) shall be critical items and all other
items supplied by the vendor shall be non-critical items.
The resolution time for all critical items is 4 working hours. The problem shall
have to be resolved within 4 hours of making a complaint. The resolution time for
all non-critical items shall be 1 working day. The problem shall have to be
resolved by the vendor within 1 working day of making a complaint.
Service Level Agreement and Non-performance Charges during warranty &
AMC period:
All the services shall have minimum 98 % uptime . This shall be applicable to
working hours of 9.30 am to 7.00 pm ( Monday to Saturday) excluding Sundays
and the national holidays. The resolution time of any fault shall be within 4
working hours.
Non performance :- The above SLA is meant for comprehensive monitoring
and management of the network ,Server and other Services for maximum uptime
and optimum performance.Any failure in meeting HPCL’s expectations as per the
SLA , shall attract non performance charges.The leviable non performance
charges are as follows
Overall Uptime :- Over all uptime will be calculated on monthly basis . If the
overall uptime falls below 98% for a month , NPC charges shall be 0.025% of the
total PO value for every drop of 1% below 98%. This NPA will be calculated on
pro-rata basis if the overall uptime drops below 98%.This NPC charges will be
deducted from the additional 10% of retention money during warranty period and
from the AMC charges after the warranty gets over.NPC for delay in resolution
time for every hour of delay in resolution of complain as per SLA ,NPC of 0.01%
of the order value will be deducted.The max NPC of any time applied on the
vendor shall not exceed 5% of the order value.
______________________________
20 of 59 Signature & Seal of Tenderer