WESTERN RAILWAY GOVERNMENT OF INDIA TENDER ...

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Tender No DRM/S&T(ADI)/ Tele/ 02 of 2012-13 Chapter – II – Special Condition of Contract • The rates of AMC charges shall be inclusive of costs towards all type of recurring licensing fees, upgrades, replacements etc against all software, firmware and hardware components, sub-systems, systems etc to be covered under AMC. • Regular Preventive maintenance once in a quarter. • Attending and rectification for corrective maintenance within 48 Hrs of call against any major failure. The decision of Railway on the nature of the failure whether major or not shall be binding on the contractor. • All types of defects arising in any of the software, firmware and hardware will be attended as part of AMC with in 24 hrs of receiving information. The rectification period for the fault will not be more than 48 Hrs from the time of receiving information. • All types of faults in DVR/cameras/monitor and other item shall be rectified with-in 48 hrs of receiving the information. • The contractor is expected to maintain requisite amount of spares in all the divisions to keep the downtime minimum. • All types of defects/bugs in software/hardware will be rectified as part of AMC. It includes replacement of any hardware/software if required. • If the Railways desire changes in system configuration/ system design without involving hardware change/ replacement in a ICU Sabarmati Hospital it will be done by the contractor as a part of AMC. • Contractor shall submit a detailed escalation cameras in handling the issues related to AMC and promptly advice any changes thereon as and when taking place. For this purpose it is desirable to have branch offices of contractor in Ahmedabad areas. As a part of AMC if the contractor needs to replace any of the hardware part he will provide a fresh new one purchased from OEM, not a reconditioned or refurbished one. The maintenance engineer for AMC shall be available on call in every division. It is desirable that the maintenance engineer shall be stationed at places approved by Engineer in charge in every division. The contact number of his/her shall be made available to the Railways’ Engineer-in-charge. The record for the work done during AMC & failure calls shall be maintained. It shall be jointly signed by the representative of the tenderer & representative of the Railway. Divisional Railway Manager (S & T) Ahmedabad-45 For & on behalf of the president of India Chapter- II Page 25 of 32
Tender No DRM/S&T(ADI)/ Tele/ 02 of 2012-13 Chapter – II – Special Condition of Contract After completing the preventive maintenance as well as corrective maintenance work, the Service Engineer shall meet / communicate and take acknowledgement from the designated representative of Railway, indicating the nature of the work done. During the period of AMC, the contractor will replace all the defective equipments, cards & components including software if any at his own cost. The defective component/parts removed from the system, shall be the property of the contractor. The corrective maintenance shall be done by visiting the installations as soon as a call is made to the Contractor and such calls should be attended within 24 hours from the receipt of the call. The contractor shall provide a working substitute for the Equipment in case the Equipment or any sub-system/sub-assembly is taken out for repairs at their workshop or the repairs are being carried out at the site. All to and fro transportation, handling charges, etc. will be borne by the contractor. In case the contractor fails to repair any item to the full satisfaction of the Railway within a reasonable time, the Railway shall be at liberty to get the same repaired by engaging any other agency as per the sole discretion of the Railway, and action will be taken as Clause 2.8 of S.C.C. Quality and standard of parts replaced shall be original or similar so that quality of service is not degraded. 2.40 PENALTY :- Penalty in case of AMC if any / all subsystems remains faulty without a proper substitute for more than specified period as under after intimation of failure to the contractor then a penalty will be levied which will be calculated as follows: The penalty evaluated per faulty component shall be as : Suppose the moment the failure information is received by contractor at a day ‘A’. Contractor will attend the failure within A+ 48 Hrs. All faults related including software maintenance, i.e. operating system (OS) software of various software driven equipments, camera, Monitor DVR & CD/DVD writer drives etc. Repair of defective hardware equipments/ modules and subsystems during the AMC period and other items will be rectified within A+48 hrs. Divisional Railway Manager (S & T) Ahmedabad-45 For & on behalf of the president of India Chapter- II Page 26 of 32
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