Department Of Economic Affairs

Department Of Economic Affairs has published Bids Are Invited For Annual Maintenance Contract (Amc) Of It Products; 1) Equipment Covered (list at annexure) • Desktop Computers (including All-in-One systems & official Laptops) • Multifunction Printers (MFPs) • Scanners • Uninterruptible Power Supplies (UPS) • Photocopiers (including heavy duty copier at Budget Press) • Paper Shredders Asset list will be provided by the Buyer at contract commencement. All equipment installed at the following locations is covered: - North Block/Kartavya Bhawan (CCS-1) - CAAA Building, Janpath Bhawan • However, inventory shall be made of all the items available and updating of the same shall be done on shifting of any item. 2) Nature of AMC (Non-Comprehensive) • Labour-only AMC: Preventive and corrective maintenance included. • Spare parts, consumables and accessories are excluded; these will be procured by the Buyer or supplied by the Service Provider at actual cost with prior approval. • All replacements will maintain OEM specifications. 3) Onsite Manpower Deployment • Eight (8) qualified hardware engineers will be deployed full-time onsite during official working hours at the locations listed in Clause 1. However, engineers have to visit on holidays and may stay after office hours as and when required. • Engineers will have expertise in hardware diagnostics, printer servicing, UPS maintenance and basic networking. • An escalation matrix with contact details will be shared with the Buyer. • Engineers will maintain a daily attendance register. • Any substitution of an already-deployed engineer must be for valid operational reasons and shall be effected only after: - Written intimation to the Buyer at least five (5) working days in advance, - Replacement engineer meeting the same qualification and backgroundverification criteria, and - Acceptance by the Buyer’s competent authority. 4) Preventive Maintenance Services (PMS) • Conducted quarterly for all equipment. • Activities include cleaning, dust removal, OS/driver checks (desktops/AIOs), print-quality checks (MFPs/photocopiers), scanner calibration, battery/voltage checks (UPS) and blade/motor checks (shredders). • Preventive maintenance reports to be signed by user/representative and compiled in quarterly summaries. 5) Breakdown / Corrective Maintenance • Response time: within 1 hour of complaint logging during working hours. • Attempt same-day resolution; in case of delays, provide standby equipment for critical devices. • Maintain complaint logs with date, time, issue, resolution and user sign-off. • Warranty-Equipment: For any equipment still under OEM warranty, the Service Provider shall lodge the service call with the OEM, follow up and coordinate repair/replacement until closure at no extra cost. • Repair Location: Repairs shall normally be carried out onsite. Only under extreme circumstances (e.g., requirement of special tools, ESD-controlled environment) may equipment be moved offsite after obtaining explicit written approval from the Buyer along with detailed justification and timeline. 6) Services Included (Labour) • Hardware fault diagnosis and repair for desktops/AIOs(including official laptops), MFPs, photocopiers, UPS and shredders. • OS installation/reinstallation (with Buyer-provided licenses). • Printer and photocopier calibration and cleaning. • Scanner calibration and cleaning. • UPS battery testing and basic repairs (excluding battery replacement). • Paper-shredder lubrication, blade alignment and cleaning. • Checking the smooth operation of video conferencing system in conference rooms and in officer’s room. 7) Exclusions (Chargeable) • Spare parts, toner, cartridges, batteries, blades and other consumables. • Physical damages due to mishandling or external factors. • Licensed software/keys (to be provided by Buyer). 8) Service Levels • Minimum uptime requirement: 98 % calculated on machine-days. • Response Time: ≤ 1 hour; Resolution Time: same day if no spare required. • Penalties may apply for non-compliance. 9) Asset Management & Handover • Maintain an up-to-date, readily available inventory list (soft copy and hard copy) capturing make, model, serial number, location, warranty status and user details. • Real-time updation of the inventory list whenever equipment is shifted, replaced or newly inducted. • Submit takeover report at start of contract and handover report at completion. • Update records for asset addition/removal during contract term. 10) Documentation & Reporting • Daily complaint logbook. • Quarterly PMS reports. • Monthly service performance summary. • Submission of OEM-approved part price lists when proposing replacements. Centralised Software: The Service Provider shall implement and maintain a centralised web-based ticketing/inventory software. All complaints must be logged through this system and the inventory updated in real time. Buyer IDs shall be created with appropriate read/write access for monitoring and data extraction. 11) Buyer Responsibilities • Provide unhindered access to equipment. • Provide all required consumables and spares unless agreed otherwise. • Ensure availability of licensed OS/software. 12) Payment Terms • Quarterly payments against certified service reports. • Deductions may apply for downtime beyond SLA commitments. 13) Compliance and Confidentiality • Service Provider to comply with Buyer’s IT security and confidentiality policies. • Cyber-security guidelines issued by the Buyer (including but not limited to CIS Benchmarks, ISO 27001 controls and Government of India advisories) shall be implemented and periodically audited. • Non-Disclosure Agreement to be signed if required.. Last date of submission for this tender is 2025-12-26. This is a Ups tender in New Delhi, Delhi