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.