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EMPLOYEES’ STATE INSURANCE CORPORATION

e- Tender enquiry form For

ComprehensiveAnnual Maintenance Contract (CAMC) for Server,Computers, Peripheralsetc. of ESIC Dispensaries

& Hospitals of Delhi & Noida.

e- Tender enquiry form

DIRECTORATE (MEDICAL) DELHI ESI DISPENSARY COMPLEX, TILAK VIHAR,

NEW DELHI-110018 Phone No.28334572, Fax 28331011&28334956

www.esic.nic.in &www.dmdesic.nic.in

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Important Instructions for Bidders regarding Online Payment All bidders/contractors are required to procure Class-IIIB Digital Signature Certificate (DSC) with Both DSC Components i.e. Signing & Encryption to participate in the ETenders. Bidders should get Registered at https://esictenders.eproc.in.

Bidders should add the below mentioned sites under Internet Explorer Tools

Internet Options Security Trusted Sites Sites of Internet Explorer :

https://esictenders.eproc.in https://www.tpsl-india.in https://www4.ipg-online.com

Also, Bidders need to select “Use TLS 1.1 and Use TLS 1.2” under Internet Explorer

Tools Internet Options Advanced Tab Security.

Bidder needs to submit Bid Processing Fee charges of Rs. 2495/- (non-refundable) in favour of M/s. C1 India Pvt. Ltd., payable at New Delhi via Online Payment Modes such as Debit Card, Credit Card or Net Banking for participating in the Tender. Bidders can contact our Helpdesk at https://esictenders.eproc.in/html/Support.asp

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Re-e-Tender Schedule

Comprehensive Annual Maintenance Contract (CAMC) for Server,

Computers, Peripherals etc. of ESIC Dispensaries & Hospitals of Delhi &

Noida

S.No. Details Date and Time.

01 Period of availability of e-tender enquiry documents on ESIC Websites: www.esic.nic.in & www.dmdesic.nic.in

and ESIC e-procurement portal-https://esictenders.eproc.in

09/02/18 to 05/03/2018 up to 11.00AM

02 Pre-Bid meeting 22/02/2018 At 11:30AM in Conference Hall, Directorate(Medical)Delhi,

Tilak Vihar, New Delhi-110018

03 Last Date of Online & Manual Bid Submission along with EMD

05/03/2018 upto 11:00 (AM)

04 Opening of Online “Technical Bid” (Manual Technical Bid will be opened if required)

05/03/2018 at 14:30 Hours at Conference Hall, Directorate(Medical)Delhi,

Tilak Vihar, New Delhi-110018

05 Opening of Online “Price/Commercial Bid” (Manual price Bid will be opened if

required)

Will be communicated via Phone/e-mail/fax/SMS to the Technically Qualified

Bidders

06 Bid validity 180(One Eighty Days) from

the date of opening of Tender

*If the date of opening of tender is declared a public holiday, the tender shall be opened on the next working day at the same time and venue.

*All Tenderers are requested to check further notifications/updates/corrigendum/addendum if any issued by ESIC and uploaded

on ESIC Websites: www.esic.nic.in & www.dmdesic.nic.in and ESIC e-

procurement portal-https://esictenders.eproc.in

*It is mandatory for all tenderers to submit both online Bids as well as Manual Bids within the stipulated time, failing which the tender will be summarily rejected.

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EMPLOYEES’ STATE INSURANCE CORPORATION DIRECTORATE (MEDICAL) DELHI

ESI DISPENSARY COMPLEX, TILAK VIHAR, NEW DELHI-110018

Phone No. 28334572, Fax 28331011&28334956

www.esic.nic.in &www.dmdesic.nic.in Tender No. 111-A/32(10)/IT-Hardware/EC(M)/17-18 Dated: 05/03/2018

Name of the work: Comprehensive Annual Maintenance Contract (CAMC) for Server, Computers, Peripherals etc. of ESIC Dispensaries & Hospitals of Delhi & Noida for the Period of One year.

Madams/Sirs

1)e-Bids are invited under Two-Bid System [Part-A (i.e.) Technical Bidand

Part-B(i.e.)Price/commercial Bid]with a complete set of hard copy of Tender

documentsby Director(Medical)Delhi,ESI Corporation for subject workin the form of both Electronic and manual bids from eligible and reputed

maintenance Service Providers / agencies capable of providing Comprehensive annualmaintenance services for COMPUTERS & OTHER PERIPHERALS for onsite maintenance of aforesaid items through

e-procurement portal of ESIC - https://esictenders.eproc.in.

2) Re-e-Tender Enquiry Form may be viewed online or downloaded by the

tenderers from the website –http://esic.nic.in&www.dmdesic.nic.in and also

from e-procurement portal of ESIC - https://esictenders.eproc.in. The bid

may be submitted and uploaded by eligiblebidders alongwith Earnest Money Deposit of Rs. 2,00,000/- (Rupees Two Lacs Only) in the form of a Demand

Draft in favour of “E.S.I. Fund Account No.1 Central” drawn on New Delhi, in a separateenvelope marked “EMD for CAMC of SERVERS, COMPUTERS, UPSs, LAN ,Other PERIPHERALS ITEMS etc.”

3) Tender documents duly completed and supported by requisite documents

andthe forms, as mentioned in the tender document, should be uploaded and submitted withcovering letter in a sealed envelope duly superscribed with the words “Tender for CAMC of SERVERS, COMPUTERS, UPSs, LAN ,

Other PERIPHERALS ITEMS etc” The manual Bid should be deposited in the Tender Box placed in Block-A,DIRECTORATE (MEDICAL) DELHI ,ESI

DISPENSARY COMPLEX, TILAK VIHAR, NEW DELHI-110018 upto 11.00 AM on 05/03/18. The Technical Bid will be opened in the Conference Hall, Block-

A, DIRECTORATE (MEDICAL) DELHI ,ESI DISPENSARY COMPLEX, TILAK VIHAR,

NEW DELHI-110018 at 14.30 Hours on the same day. Financial bids of technically qualified bidders shall only be considered/ opened.

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Selection will be as follows:-

a) Technical evaluation of documents

b) D(M)D reserves the right to visit the office premises of the technically qualified firms before price bid open.

4) If any information furnished by the bidder is found to be false at any

stage, the bid shall be cancelled and bidder shall be liable to be debarred from tender.

5) Director (Medical) Delhi, E.S.I.C. reserves the right to reject any or all bids at any stage without assigning any reason.

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Scope of Work

1.The successful bidder shall maintain all the IT equipment as listed ‘List of Hardware’(Annexure-B) of the Tender document under a “On site

Comprehensive Annual Maintenance Agreement”. The comprehensive maintenance shall cover: Maintaining of all items

under CAMC in good working condition. 2.Corrective maintenance: -.

The company has to provide the repairs/replacement of defective parts of various machines within the Comprehensive annual maintenance

charges including Hard Disk, Fuser assembly, CPU along with mother board, FDD,DVD, HDD, RAM, SMPS, Monitor, Picture Tube,Key Boards,Mouse etc. whichever applicable and other parts which are bound

to go bad due to what so ever reason including technical, electrical, burn out, wear and tear etc.

3.Safeguarding the Users’ data before performing any operation on the Computer.

4. Setting up an “IT Help Desk (Telephone No.(toll free) and e-mail)” for

providing a single window solution for all IT related problems including recording of complaints, problem diagnosis and coordinating with the concerned sections of various departments/ sections/divisions etc. for

providing timely solution.

5. Maintaining item wise record of replacement/repair activities carried out on each equipment. The ESIC may seek these details as and when required.

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GENERAL TERMS AND CONDITIONS OF CONTRACT

1. Submission of Tender The tender documents duly completed and signed in each page should be

submitted & uploaded along with DD of Rs. 2,00,000/-(Two Lacs Only) towards Earnest Money Deposit(refundable) in favour of ESI Fund A/C No. 1 drawn at New Delhi. The D/D of EMD amount should be placed in a sealed

envelope superscribed (‘EMD’ for ComprehensiveAnnual Maintenance

Contract (CAMC) for Server, Computers, Peripherals etc. of ESIC Dispensaries

& Hospitals of Delhi & Noida) along with bidder’s name & address. The

Manual technical bid (Part-A) should be sealed in an envelope super scribed

as Technical Bid and Manual Price Bid(Part-B) should be sealed in an envelope super scribed as Price Bid and then both the sealed envelope should be put in bigger envelope and that should also be sealed and

addressed to the undersigned and dropped in the Tender Box kept at Block-

A,DIRECTORATE (MEDICAL) DELHI,ESI DISPENSARY COMPLEX, TILAK VIHAR,

NEW DELHI-110018 for the purpose.The top of the envelope should contain the following superscription. "Tender for CAMC of Servers, Computers, UPSs, LAN Items,etc.

To be opened on date 05/03/18 at 02.30 PM."

Incomplete bids are liable for rejection. ESIC reserves the right to reject any tender without assigning any reason.

2. Last Date and Time for uploading & Receipt of the Tender:

Bids must be uploaded and reach this office within the time notified in the Re- e-Tender Schedule. In the event of the said date of opening of the tender being declared a closed holiday for Govt. Office; the date of receipt and

opening of the tenders(s) will be the next working day at the same time & place. Tender submitted by hand delivery, should be deposited in the Tender Box Kept at this office within the due date and time stipulated in the

schedule. Late tenders will be summarily rejected.

3. Opening of Tender ESIC will open all e- bids at 02.30 PM on 05/03/2018 in the presence of bidders' representatives who may choose to attend the 'tender opening' at

the following location: Conference Hall, DIRECTORATE (MEDICAL) DELHI, ESI DISPENSARY COMPLEX, TILAK VIHAR, NEW DELHI-110018

The bidders' representatives present shall sign the register evidencing their attendance. ESIC shall not be held responsible in any manner whatsoever in case the bidder or his representative fails to sign in the register provided for

this purpose. A person not signing as above shall be deemed to have chosen not have attended the meeting and shall be dealt with accordingly. If the

delay shall have arisen from any cause, such as strikes, lockouts, fire

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accidents, riots etc. which the ESIC may admit as reasonable ground for further time, it may allow such additional time required by circumstances of

the case only for extending the opening. The ESIC may also change or extend the date and time of opening of the tender without assigning any

reason whatsoever. ESIC reserves the right for accepting the whole or any part of the tender without assigning any reason to the bidder.

4. Special Instructions 4.1 Bidders are requested to submit their bids in e-bid and manual/hardcopy of bid in sealed envelope on fixed rate basis, showing

separate rates for each item in the documents.

4.2 Not with standing this, evaluation and finalization of contract will be based on e-bid submitted by the tenderer. It will be the sole responsibility of the tenderer to scan and upload clear and legible documents for

assessment, failing which, the tender will be liable for rejection

4.3Rates quoted should be in Indian Currency and should be inclusive of all charges (Taxes including service tax, Duties, GST etc. as applicable). Any ambiguous quote(e.g. words such as applicable, as per rules) on these

accounts shall render the tender liable to be rejected. Tenders not complete in all respect are liable to be rejected.

4.4 The bidder shall, wherever called upon to do so, give full information at any time before and after finalization of tender with reference to the services

in hand and shall permit the Director (Medical)Delhi or any other officer nominated by him to inspect the premises of the tenderer/client at all reasonable times and shall give full assistance and information as may be

required by him in connection with the contract. 5. Signing of Tender

The tender will be liable to be rejected in case complete information is not given therein, individuals signing tender or other documents connected with

the contract must specify as to whether he is signing as:

i) 'Sole Proprietor' of the firm or his Attorney.

ii) 'Registered Active Partner' of the firm or his Attorney. iii) For the firm 'Per Procreation'

In case of company registered under the Companies Act (new as well as old) and firms registered under the Indian Partnership Act, the person signing

must clearly indicate his capacity in which he is signing (e.g. Secretary, Manager, and Partner etc.).In case it being signed by an attorney or representative the signatory shall produce a copy of the documents

empowering him to sign, if called upon to do so.

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6. Key Deliverables: ESIC intends to obtain the Comprehensive Annual Maintenance services

from reputed and experiencedService Provider under CAMC include the following key deliverables:

a. Call Management Services- Receipt, recording and attending of

calls.

b. Desktops and Peripherals Management Services- Hardware/Software servicing/ maintenance in condition.

c. Servers Management Services- Hardware / Software servicing /

maintenance in condition. d. Network Management Services- Hardware / Software servicing /

maintenance in condition. e. Preventive and Proactive Maintenance of Equipments- Routine

checks and maintenance.

f. UPS Management Services- Maintenance and upkeep of all online and offline UPS.

g. Projection Items Management Services- Maintenance & upkeep of video conferencing equipments.

6.1 Routine monthly checks and maintenance by the agency, including preventive dusting/cleaning of all items under CAMC as detailed in Annexure-B.

7. Period of validity of bids Bids shall remain valid for 180 days from the date of tender opening prescribed by the ESIC; a bid valid for a shorter period would be liable to be

rejected by the ESIC as non-responsive. In exceptional circumstances, the ESIC may solicit the bidder consent to an extension of the period of validity. The request the response thereto shall be made in writing (or by cable or

telex or fax). The EMD provided shall also be suitably extended. A bidder may refuse the request without forfeiting his EMD.

8. Other General / Eligible Conditions of Contract

8.1. In the interpretation of the contract and the general and / or special

condition governing it, unless otherwise required: - a) The term 'Contract' shall mean the invitation to tender, the instructions to tenderer, the acceptance of the tender, particulars

thereinafter defined and those general and special conditions as may be added. b) The term 'Contractor' shall mean the person, firm or company with

whom the order for providing CAMC Services is placed and shall deem to include the contractor's successors (approved by the customer),

representatives, heirs, executors and administrators unless excluded by the contract.

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c) 'Contract value' shall mean the sum accepted or the sum calculated in accordance with the rates accepted by or on behalf of the ESIC.

d) The term Customer or 'Corporation' or 'ESIC' shall mean the Employees' State Insurance Corporation.

8.2 Validity of contract: The contract shall be valid for a period of One year from the date of award in accordance with the terms and

conditions mentioned herein. The contract may be extended for another term of one year on the same terms and conditions with mutual consent of both the parties and at the discretion of Director(Medical)Delhi,Employees’

State Insurance Corporation depending on the satisfactory performance of the firm.

8.3. Authority of person signing documents: A person signing the tender form or any documents forming part of the contract on behalf of another

shall be deemed to warranty that he has authority to bind such other and if, on enquiry, it appears that the person so signing has no authority to do so,

the ESIC may, without prejudice to other civil and criminal remedies, cancel the contract and hold the signatory liable for all costsand damages.

8.4. Responsibility for executing contract: The agency is to be entirely responsible for the execution of the contract in all respects in accordance with the terms and conditions as specified in the acceptance of tender.

8.5. The agency shall not sublet transfer or assign the contract or any part

thereof without the written permission of the Director (Medical)Delhi, ESIC. In the event of the contractor contravening this condition, Director (Medical)Delhi, ESIC shall be entitled to place the contract elsewhere on the

contractors account at his risk and cost and the agency shall be liable for any loss or damage, which the ESIC, may sustain in consequence or arising out of such replacement of the contract, apart from forfeiture of the Security

Deposit for such breach. The Director (Medical)Delhi, ESIC or the Competent Authority of the ESIC may grant such permission for

substitution subject to any further conditions as it may deem necessary on the existing as well as the proposed contractor and both of them shall be bound to comply with such further condition as may be imposed.

8.6. Earnest Money: The tenderer shall have to deposit earnest money of

Rs.2,00,000/-(Rs. Two Lacs Only)with their tender failing which the tender is liable to be rejected out rightly. The earnest money is to be paid by Demand Draft only the same should be drawn in favour of ESI Fund A/C

No. 1, payable at New Delhi and attached with the tender. Cheque will not be accepted for Earnest Money. In the event of the withdrawal / revocation of tenders by agency within the Bid validity period, the earnest money shall

be forfeited. The earnest money will be returned to the tenderer(whose tender is not accepted) without any interest on completion of the tender

proceedings (i.e after awarding of the contract). The earnest money deposited by the bidders as well as the contractor shall not carry any interest whatsoever.

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8.7. No interest shall be paid on the Earnest Money Deposit and the

Performance Guarantee, deposited by the firm.

8.8. EMD of the unsuccessful bidders shall be returned after award of the contract to thesuccessful bidder. No correspondence/request for withdrawal of the same shall be entertained before the award of the contract to the

successful bidder. 8.9. Performance Guarantee: The selected tenderer will also have to deposit

performance security deposit equivalent to 10% of the contract value prior to execution of the agreement.This security deposit will be liable to be forfeited

in the event of the tenderer’s failure to perform as per agreement and if they are not able to provide fault less services in time or if overall downtime of computer exceeds 30days in one year.This deposit towards performance

shall be retained for a period of 27 months from the date of agreement or till the final payment of the contract is made whichever is later. The security

shall be in the form of Demand Drafts only in favour of ESI fund A/C No. 1. No interest shall be payable on Security Deposit / Performance guarantee.

a) If the contractor is called upon by the office of the ESIC to deposit Security and the contractor fails to provide the security deposit within the period specified/granted such failure will leads to forfeiture of the

earnest money.

b) On due performance and completion of the contract in all respects, the Security Deposit will be refunded to the contractor without any interest after deducting downtime and other charges, having remained

unrealized, if the same cannot be realized from the contractor's pending bills.

c) In case of non-performance/poor performance, the contract may be terminated/cancelled at any stage of contract period with

a notice period of one month and same may be allocated to others. Performance assessment will be done on quarterly basis. The contract can also be terminated by ESIC with one month, if

any revised policy decision by HQrs ESIC demands the same.

8.10. Recovery of sums due: Whenever any claim for the payment of a sum of money arises out of or under this contract against the contractor the ESIC shall be entitled to recover such sum by appropriating, in part or

whole the security money deposited by the contractor and/or by deduction from the pending bills of the contractor. When there remains a balance of the total sum to be recovered, it shall be deducted from any sum due to

them or which at any time thereafter may become due under this or any other contract with the ESIC. Should this sum not be sufficient to cover the

full amount recoverable, the contractor shall pay to the customer on demand the remaining balancedue along with interest at the rate of 24% PA

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from the date when the first demand is made till the date of actual payment for each day of delay.

8.11 Insolvency and breach of contract: The ESIC may at any time by notice

in writingsummarily terminate the contract without compensation to the contractor in any of thefollowing events, that is to say: -

i) If the contractor being an individual or firm, such individual or any partner in the contractor's firm as the case may be, is at any time adjudged insolvent or has a receiving order or orders for

administration of his estate being made or any proceedings for liquidation or composition under any law of insolvency being or not for

the time being in force or has made conveyance or assignment of his effects or enter into any arrangements or compromise with his creditors for suspend payment or if the firm be dissolved under any

law which governs it or which is otherwise for the time being in force; or

ii) If the contractor being a company registered under any law for the time being in force, passes a resolution for winding up or the court

passes any order for the liquidation of the affairs of the company or that any Liquidator, Receiver or Manager is appointed for the management of the affairs of the company; or

iii) If the contractor commits any breach of this contract or any other

direction of the customer issued from time to time not otherwise specifically provided in this contract, the customer can terminate the contract without compensation to the contractor which shall be

without prejudice of its right to claim the damages which it may have suffered due to such breach of contract or of the direction issued by the customer.

8.12. Arbitration: in the event of any question, dispute or difference arising

under these conditions or any special conditions of the contract, or in connection with this contract, except as to any matter the decision of which is not specially provided for by these or the special conditions, the same

shall be referred to the sole arbitration as per the decision of the Director (Medical)Delhi of ESIC, as per Arbitration & Conciliation Act, 1996.

8.13. That no person other than the Director (Medical)Delhi, ESI Corporation or the person appointed/approved by him should act as

arbitrator. 8.14. Upon every such reference, the assessment of the costs incidental to

the reference and award respectively shall be in the discretion of the arbitrator.

8.15. Subject as aforesaid to the Arbitration & Conciliation Act, 1996 and the rules thereunder, any statutory modifications thereof for the time being

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in force shall be deemed to apply to the arbitration proceedings under this clause. Work under thecontract shall, if reasonably possible, continue

during the arbitration proceeding so as to ensure continuity of the business of the customer, other than the ones which are subjectto arbitration, shall

normally be withheld on account of the arbitration proceedings unless it is considered necessary to do so to cover the quantum of amount likely to be recoverable from the Tenderer.

8.16. The venue of arbitration shall be at New Delhi.

8.17. For the purpose of the contract including arbitration proceedings there under, theDirector (Medical)Delhi, ESIC or an officer authorized by him,

shall be entitled to exercise allthe rights and powers of the customer. 8.18. Assistance to contractor: The contractor shall not be entitled to

assistance either in the procurement of raw materials required for the fulfillment of the contract or in the securing of transport facilities which they

have to arrange on their own. 8.19. Eligibility Criteria, Testimonial and records to be furnished: The bidder

should enclosethe following records, duly self-certified, in support of their bonafide:-

a) Firm should have successfully executed similar CAMC work in Govt. / Semi-Govt. / Public Sector Organisations / Banks.

Testimonials from not less than three (3) Organisations (Govt. / Semi-Govt. / Public Sector) regarding their satisfactory

performance of similar contract for total of not less than three years (from all the organizations) regarding their satisfactory performance of similar contract. (Firm has to submit the

documentary evidence for the satisfactory performance of same period from the organizations as mentioned and to fill the annexure-C.)

b) Firm should have annual turnover of at least Rs. 01 Crore(Rupees One crore only) in last three consecutive financial yearsAudited

annual turnover report (complete) duly certified by Chartered Accountant along with profit & loss account and Balance sheet of the firm for the last three consecutive financial years i.e. 2013-2014,

2014-2015& 2015-2016. (Annexure-D)

c) The firm must have Professionally qualified personnel (hardware / software / network /engineering) at least 30 qualified personnel on the rolls of the agency. (Annexure “E”)

d) The firm must have: - i. GST/Service Tax/VAT /TAN Registration of the Firm.(Copy to

be attached)

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ii. PAN number of the firm/company (No individual PAN will be considered) (Copy to be attached)

iii. Allotment Letter of Code Nos, of. ESIC & EPFO.(Copy to be

attached)

9. Business name and constitution of tendering firm: if the firm registered under

i) The Indian Companies Act, 1956 ii) The Indian Partnership Act, 1932 iii) Any other Act.

10.Firm must be ISO Certified (i.e. ISO 9001 etc.) Copy of ISO Certification

in Services related to IT infrastructurerepair and maintenance etc. In the absence of any of the aforesaid documents, the bids may not be accepted at the discretion of ESIC.

11. Business name and constitution of tendering firm: if the firm registered under

i) The Indian Companies Act, 1956 ii) The Indian Partnership Act, 1932

iii) Any other Act. (Please give full name & address)

12. Agency must ensure the payment of Wages as per Minimum Wages Act and its related Statutory Compliances in respect of manpower deployed

under the conditions of the contract. Date:

Place: (SIGNATURE) (OFFICIAL SEAL)

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SPECIAL TERMS & CONDITIONS FOR CONTRACT / SCOPE OF WORK.

1. Key Deliverables / Scope of work:

1.1 Provision of 2 (two) number of qualified Service

Engineers(Resident Engineers) onsiteat each ESIC

Hospitals(Basaidarapur, Rohini, Okhla, Jhilmil and Noida) (8am to 8pm, Monday to Saturday, Other timings and Sunday on

call), 2 (two) number of qualified Service Engineers(Resident Engineers) onsite at Directorate(Medical)Delhi, Tilak Vihar (09.00AM to 05.30 PM Monday to Friday) and Provision of 2

(two) number of qualified Service Engineers(Resident Engineers) onsite at each Zonal Nodal Officers of IT (Five in Numbers)for ESIC Dispensaries of Delhi and Noida (07.30AM TO 07.30PM

Monday to Saturday)(Total of 22 Resident Engineers)for services mentioned hereunder, for the items given in Annexure-B. They

will be assigned duties at the discretion of Director (Medical) Delhi, ESIC.

1.2 Call Management Services 1.3 Desktops and peripherals Management Services.

1.4 Servers Management Services

1.5 Network Management Services beyond router.

1.6 Preventive and proactive Maintenance of equipments, including quarterly cleaning of outer parts / covers with appropriate noncorrosive cleaner and periodical testing of less used / idle /

standby systems / peripherals.

1.7 UPS Management Services

1.8 Diagnostic checkup of the items/equipments which are under warranty, not under the CAMC or otherwise.

2. Call Management Services For online complaint procedure:

2.1 Providing a single point of contact for escalation.(SPOC)

2.2. Maintain an updated help-desk system to receive and record complaints through telephone, e-mail and hard copies at their own cost.

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2.3 Problem escalation in case of service levels not adhered at primary level.

2.4 Identification and resolution of chronic faults and problems.

2.5 Implementation will be done as under:

a) Logging of user calls and giving a ticket number (Calls logged

through e-mail/telephone should be given a Ticket Number through e-mail. All complaints from users to be responded as per schedule).

b) Tracking each call to resolution within the time limit.

c) Escalation of calls if necessary to get the same resolved.

d) Monthly analysis of calls received, resolved and time taken. Certificate from the user is to be taken

e) Weekly call reports to be shared to all the Units.

Or

For on-site manual complaint procedure: By stationed Service Engineer/Resident Engineer, as per the formats provided at sites, mapping the aboveprocedure.

3. Desktop and Peripherals(CPU,MOUSE,KEY BOARD etc.) Management

Services

a) Support for Win 2000/XP/Vista/7/8,Suse Linux and Linux:

Office2000/2003/2007/2010, and other software installed thereon. b) Installation of upgradation of anti-virus software for version OS and Systemsoftware.

c) Anti-Virus Support. d) Maintenance of all related Hardware including display .

e) Maintenance of all offline/online UPSs. 4. Server Management Services beyond router

Vender shall perform the following Server-Administration activities for: -

a) Support of Linux (Suse) / UNIX / WINDOWS / MYSQL ETC.

b) Server performance monitoring, fine-tuning and optimization. c) Server diagnosing and problem resolution. d) Server Applications and Configuration Changes.

e) Understand and report performance bottlenecks. f) Provider Server Up line Chart.

g) Printer Management. h) Anti-virus related to system maintenance. i) Desktop LAN connectivity.

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j) Network Security. h) Maintenance of all related Hardware including display / projection

devices.

5. Network Management Services: LAN Management

I. Management of ALL Switches, Hubs, I/O Boxes and cabling.

II. Ensure complete connectivity of the computers with respective networks. III. Activity related to trouble shooting of connectivity related problem

including a) Testing and verification related to Network Interface Card

(NIC) being bad. b) Problem related to device drivers of NIC being corrupted. c) Verifying and testing version IP, IRQ and other ID issues

related to NIC as andwhen required. IV. Identifying and trouble-shooting physical (NIC, UTP etc.)

connectivityproblems at the desktop (user) as well as at the Hubs / Switches / Router ends i.e.giving point-to-point network connectivity solution, even crimping.

V. Indentifying and troubleshooting of defective parts on the Hubs / Switches. VI. Ensuring print services for network printers.

6. UPS Management Services a) Support for all types of listed UPS installed in the premises including guidingthe staff for proper upkeep of UPSs.

b) Maintenance of all related UPSs including replacement of defectiveboards/circuits, connectors and batteries. c) Preventive/proactive maintenance of UPSs including monthly

cleaning ofparts/covers with periodical testing of loss and idle stand by UPSs for its functionalcondition.

d) all electrical wire connectivity from UPS to Systems 6.1 Projection Items Management Services

a) Video conferencing devices

7. Report and ReviewProcess Documentation

a) Call Register b) Call Summary c) Daily Call pending report

d) Equipment log e) Server information

f) Engineer attendance report.

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8. Other Conditions

8.1. The Comprehensive Annual Maintenance Contract includes preventive as well as correctivemaintenance of all hardware and software components

under CAMC. Most of the computers and related peripherals installed at

different locations and to be covered under CAMC, were procured/installed in the year 2010-11. This organization is in process to replace these items with upgraded new items in a phased manner.

Naturally, the new items will be covered under warrantee by the OEM and old items disposed off on buy back basis against these new items,

will go out of scope of CAMC. However, contractor has to provide maintenance support to keep these new items operational. Charges for these items are to be quoted separately at Sl. 15 & 16 of Financial Bid.

8.2. The agency shall have well-qualified and experiencedService Engineers

with Computer / Hardware Engineering qualification (withminimum one year of experience in the field) technical person. Agency will not use name of ESIC in recruiting staff for the above purpose.

8.2.1. ESIC is at the full discretion to pre-informed visit(s) vendor’s premises tocheck the capabilities of the Vendor before and/or after

award of tender 8.2.2. ESIC is at the full discretion to interview the person(S) deputed

as ServiceEngineers to assess the capabilities w.r.t. tender awarded.

8.3. CAMC shall cover each and every part including plastic body and parts,

replacementof any part necessary for keeping the computer systems active and free from anydefects/disturbance; any unscheduled call for corrective and/or preventivemaintenance services; taking appropriate measures/steps

in time to set right themalfunctioning of the computer system. The replacement of all spares including plasticparts and body is included in the

CAMC including Projector Len(s), Battery. The replacement of all defective parts with good quality and OEMbranded parts will be done by the Service Provider without any extra cost.Used/repairedparts of any other brand from

any other source are not acceptable.

8.4. In case of need to replace any item/component, the agency shall provide originalmake genuine parts/components of similar or higher configurations.

8.5. The agency shall produce the Cash Memo’s/Certificate/Document in proof ofproviding genuine components to replace the faulty ones; on

demand.

8.6. The company shall ensure to abide by the copy right, intellectual property rightsand other laws as may be applicable for providing any replacements for anymalfunctioning the components/items/software under

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CAMC and any violation of anylegal requirement by the agency in this regard shall lead to termination of the contractforthwith and forfeiture of

security money. Besides ensuring compliance to all legalrequirements will be the responsibility of the agency, failure to do so would lead toconsequences

aforesaid and the contractor will keep the Corporation / customerindemnified against any liability which may arise on this account.

8.7. The company should satisfy all Government regulation including minimum wages,ESI, EPF Act etc.

9. Validity: -

9.1 Subject to the general terms and conditions, special terms and conditions as wellas other term of the tender, the contract shall be valid for the period of two year from thedate of award and it may be extended by

another term of one year at the discretion of ESIC.Employees State Insurance Corporation will have exclusive right to terminate the contract

atany time by giving one month ‘s notice. 9.2 The company has to give 3 months’ notice before cancellation of the

contract.Contravention of the same would lead to forfeiture of performance guarantee / Securitymoney alongwith all outstanding dues.

10. Standard of performance and Penalty for failures:

10.1 The Agency will ensure 90 per cent uptime in respect of desktop PCs, UPSs& printer and 99% uptime in respect of Server & Projection Items. In case of failure ofthe technical personnel to attend on same working day, a

penalty of Rs. 300/- perworking day will be levied in addition to down-time penalty for individualHardware/Software as herein after detailed.

10.2 If any PC/accessory or any other Equipment under CAMC is not repaired within a day(24 HOURS), and the tenderer fails to provide a

standby PC/accessory, a penalty as detailed below will be charged till such time the PC/accessory is repaired or appropriate standby is provided. In case the requisite parts are not available, the same should be replaced with

the parts of higher level compatible with the system.

Sl no. Name of item Amt of penalty(Rs.)/day

1 Server Systems (Hardware) 400/-

2 Client (Desktop) Systems (Hardware) 250/

3 Mouse 20/-

4 Operating System/Application Software for each

server

400/-

5 Operating System/Application

Software for each client

250/-

6 Network Switches 500/-

7 Node’s Network (each I/O Box) 200/-

Page 20 of 33

8 key board 20/-

9 CD/DVD Writer Drive 100/-

10 Scanner 100/-

11 UPS 500/-

12 Projector (VC Devices) 500/-

13 VOIP Phone 50/-

14 Printer 100/-

15 Any other IT Equipment 100/-

10.3 In case of failure of the agency to rectify any of the defects within three days, ESICorporation may get the same rectified at the cost and risk of the

agency. 10.4 If the agency repeatedly fails to rectify the faults for a period exceeding

10days, ESIC may terminate thecontract of the agency forth with and may forfeit the security deposit.

10.5 The agency shall, in no case, replace any item/component with inferior itemand if found doing so, the contract shall stand terminated forthwith and

securitydeposit shall be forfeited. 10.6 ESIC reserves the right to reject any or all the bids and cancel the

tenderwithout assigning any reason. 10.7 The calls will be received centrally and shall be provided daily to

theconcerned Service Engineer by the concerned official of ESICor any designated/nominated branch of ESIC and shall be attended immediately on receipt ofthe same. The firm shall maintain proper service Call sheets /

Register which will beduly signed by the Engineer and the User of the equipment and Central Call Registershall be updated accordingly.

10.8 Computer power cables,LAN Cables, printer port, chords and power cable and all electrical wire connectivity from UPS to Systems etc. are

alsocovered under CAMC.

10.9 The Service Provider shall also be responsible for cleaning and removal ofvirus of any nature and should intimate in time / recommend licensed copy of latestAnti-virus software with upgrades / updates facilities.

10.10 Department shall not be responsible for any use of unlicensed antivirussoftware, if any, used by the Service Provider. The responsibility

shall rest with theService Provider for using unlicensed software.

10.11 Hard Disk, Logic Cards, SMPS, Mother Boards should not be repaired andshall be replaced with OEM branded parts/products only.

10.12 In case of failure in Quarterly Preventive Maintenance apenalty by way of 10% of total amount due for that quarter may be levied.

Page 21 of 33

11. Payment Terms The comprehensive maintenance charges shall be payable to the Service

Provider.

11.1 The comprehensive maintenance charges shall be payable to the Service Provider in four equal quarterly or 12 monthly installments (as per mutually agreed terms) and paid at the end of each quarter of CAMC period

after deducting downtime charges / penalties, if any. 11.2 Any increase or decrease of duties or prices of components, etc. will not

affect the CAMC rates during the entire period of CAMC.

11.3 The comprehensive maintenance charges of all ESIC Dispensaries of Delhi, FW &Central Stores, D(M)D office will be made by Director(Medical)Delhi.

11.4 The comprehensive maintenance charges of all ESIC Hospital,

Delhi will be made by respectiveMedical Superintendent. Proportionate unit-wise claim amount will be provided at the time of agreement with the successful bidder.

11.5 The comprehensive maintenance charges of all ESIC Dispensaries& Hospital of Noida will be made by Director (Medical)

Noida.

11.6 The bill must be submitted along with the performance certificate from the user units & complaint resolution certificates (obtained during resolution of complaints which are duly signed by the Unit heads) of a

particular period.Other conditions of the bill will be as per agreement. 12. Agreement:

The selected Vendor shall have to sign on standard agreement, on non-judicial stamppaper of appropriate value, containing details of terms and

conditions after issue ofletter of intent (LOI), to begin CAMC. All the terms and conditions of this tenderdocument shall deem to have been part and parcel of the agreement.

13. Commencement: 1. The CAMC shall be commenced by the selected agency from the effective

dateof commencement of CAMC. 2. The contract is to be assigned for all such equipments on “as it is

where it is basis” without any pre tender condition and it would be the responsibility of the tenderer to extend the services to all such

equipments irrespective of present condition. (List of items attached as per annexure-B)

Page 22 of 33

14. Severance: At the time of termination of contract and of the contract period including

extendedperiod, if any, or otherwise, the agency shall tender back all the systems and peripheralsand components under their CAMC in good working

condition failing which, the samewould be got rectified at the agency’s cost and risk and sum may be recovered from theunpaid bill or security deposit or in case the same being higher as per the terms of thecontract entered

between the parties. 15.The prospective bidders/vendors may visit the ESIC offices to

examine the Hardware for which CAMC is to be done with the permission of Director(Medical)Delhi.

16. The contractor will also ensure the privacy of Data of ESI Corporation.

17. The contractor should adhere with the e-waste (Management and

Handling) Rules, 2016 Ministry of Environment and Forests, Govt. of India (As amended).

Page 23 of 33

ANNEXURE-A

Forwarding letter of the firm (On Firm’s Letter Head)

From (Name and Address of the Firm) ______________________________

______________________________ ______________________________

TO

Director (Medical) Delhi Directorate (M) Delhi ESI Dispensary Complex

Tilak Vihar,ND-110018

Dear Sir, I/We/am/are authorized signatories of M/s.________________________

I/ we hereby undertake as follows: - 1. I/We have understood the instructions to the tenders and conditions of

contract in the schedule to the tender form and accept them.

2. I/We agree to abide by the Terms & conditions of tender and the schedule to the tender and specifically to the arbitration clause of the contract.

3.I/We Undertake that the firm has not been blacklisted by any organization during the last Five years.

SIGNATURE OF TENDERER with seal

ADDRESS

Page 24 of 33

Annexure-B (Details of total number of items to be covered in proposed CAMC is given on page 26. Location-wise details will be provided to successful bidder at the

time joining inspection). If required the same can be provided on specific

demand of bidder). Details of Zone-wise locations is as under:-

Zone Name Of the Hospital/Dispensaries/Location

North Delhi

Rohini ESIC Hospital & Dental Medical College

Azadpur ESIC Dispensary

Inderlok ESIC Dispensary

Jahangir Puri ESIC Dispensary

Mangolpuri ESIC Dispensary

Narela ESIC Dispensary

Rohini Sec-5 ESIC Dispensary

Sabzi mandi ESIC Dispensary

Shastri Nagar ESIC Dispensary

Wazirpur ESIC Dispensary

South Delhi

Okhla ESIC Hospital

Factory Road ESIC Dispensary

Jung Pura ESIC Dispensary

Kalkaji ESIC Dispensary

Mehrauli ESIC Dispensary

Okhla ESIC Dispensary

Okhla MM ESIC Dispensary

Tigri ESIC Dispensary

West

Delhi

Directorate of (Medical) Delhi, Office

Central Medical Store

Najafgarh ESIC Dispensary

Raghubir Nagar ESIC Dispensary

Dwarka ESIC Dispensary

Tilak Vihar ESIC Dispensary

Jwalapuri ESIC Dispensary

Central Delhi

Basaidarapur ESIC Hospital

Moti Nagar NIA ESIC Dispensary

Paharganj ESIC Dispensary

Mayapuri – 1 ESIC Dispensary

Mayapuri – 2 ESIC Dispensary

I-Block ESIC Dispensary

Madipur ESIC Dispensary

Page 25 of 33

East Delhi

IGESIC HositalJhilmil

Mayur Vihar ESIC Dispensary

NandNagri ESIC Dispensary

Seelampur ESIC Dispensary

V.K. Nagar ESIC Dispensary

Mori Gate ESIC Dispensary

NOIDA Noida ESIC Hospital

Noida Sector 57 ESIC Dispensary

NEPZ ESIC Dispensary

Noida Sector 12 ESIC Dispensary

Greater Noida ESIC Dispensary

Page 26 of 33

Total Approximate Consolidated equipment

SERVER, PC, ETC. Quantity

(Approx. In No.)

Configuration

1. Inverters

30 Model : GPH, Inverters having capacity range of 3.0 kva to 5.0 kva, brand Parker Power, Techser

etc.) are to be maintained by the vendor.

Warrantee of Batteries is to be provided by the

OEM. Vendor is required to do routine

maintenance of batteries that includes filling of

distilled water, descaling of carbon on battery terminals, normal service.

2. Desktops Host PC

223 Desktop Wipro Model 382xx, Intel Core 2Duo

E8400, 2 *2 GB DDRII 667 RAM Memory or better

with 4GB expandability, 160GB 7200 rpm SATAII

(3Gb/s) Drive2222 3. Desktops Stand Alone – Linux

372 Model 37155, Intel Celeron 430, 1.8GHz, 512KB,

800MHz FSB or better, 1GB DDRII 667 RAM Memory or better with 4GB expandability, 160GB

7200 rpm SATAII (3Gb/s) Drive 4. Desktops Stand Alone

– Windows

195 Desktop Wipro - 37155, Intel Celeron 430,

1.8GHz, 512KB, 800MHz FSB or better, 160GB

7200 rpm SATAII (3Gb/s) Drive,

5. Magnetic Card reader(Make:Card Tech)

40 Model WBT-1372,MSR-1300,MSR-100,WBT-1000

6. N Computing - Lseries

Device

1281 Ncomputing - L Series with 15 TFT monitor, Key

Board and mouse.

7. Scanner(Make:Canon) 20 Model: DR-2010C

8.Network Switches (L2)

145

9. Network Switch (L3) 7

10. Small UPS (with 6-8 AH battery)

1162 MODEL No. Digital 600 EX, Model No. GXT3000MT(LB)Make:Emerson/,Numeric

etc.

11. VC Devices(Make:Polycam)

6

12. VOIP Phones (Make: Cisco)

243 Model No. 7911

13. Nodes/IO Boxes 2067

14. HP printer (Officejet

Pro 276dw)

611 Officejet Pro 276dw

15.Under warrantee

Computer system

123 ESIC may procurement some more

computers in due course.

16.Under Warrantee Network Switch

To be installed at new locations.

Notice: The bidders are instructed to ensure the configuration and period of manufacturing of equipments at the time of pre-bid Inspection.

Page 27 of 33

Annexure-C

(Experience & Running Contracts) Sl. No. Name of

Organisation (With Address

and Phone Number)

Experience

(For 3 years)

Nature of

Experience

From Date To Date

1

2

3

4

5

6

Signature of the bidder or his authorized representative

Seal of the Company

Page 28 of 33

Annexure-D

(Turnover and Profitability) Sl No. Financial /

Accounting

Year

Profit Loss Annual Turnover

(from Repairs and Maintenance

Services)

Total Turnover

1 2013-2014

2 2014-2015

3 2015-2016

Signature of the bidder or his authorized representative Seal of the Company

*Should be supported by Audited annual turnover report (complete) duly certified

by Chartered Accountant along with profit & loss account and Balance sheet of the firm.

Page 29 of 33

Annexure-E

(Number of 30 professionally qualified employees) Qualification: (Please put a tick (_/) mark in appropriate column) Name BE /

B.Tech / MCAs / DOEACC’ B’ Level

M.Sc(IT / Comp) / BCA / DOEACC ‘A’ Level

B.Sc (IT /Comp) / PGDCA / DOEACC ‘O’ level

Others (Pl. specify)

Addl. Qualification-I CCNA, MCSE, MCSA, CNE etc. (Pl. specify)

Addl. Qualification-2 (Hardwar, etc.)

Remarks (working since)

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24

Signature of the bidder or his authorized representative Seal of the Company

Page 30 of 33

Technical Bid

*Checklist of Documents to be Uploaded/Attached with Technical Bid/Documents establishing Bidders eligibility:

(Bidder firms which fulfill the below eligibility conditions may upload the technical bid &price bid along with the scanned copy of following documents

failing which their bids will be rejected.Each and every page of the uploaded tender documents should bear the stamp and signature of the authorized representative/quoting firm.Bidders have to ensure that all the documents

are properly uploaded at https://esictenders.eproc.in and are readable format.)

1. Scanned copy of EMD (Demand Draft in favour of ESIC Fund Account No.1 Payable at New Delhi)

of requisite amount as mentioned in tender document. Original copy of Demand Draft in favour of ESIC Fund Account No.1 Payable at New Delhi

have to be submitted along with the manual bid. 2. Name & Address of Firm/Company (on firm’s letter head)

3. Testimonials from the not less than three (3) Govt. / Semi-Govt. / Public Sector Organisations / Banks regarding their satisfactory performance of

similar contract for three years. (Firm has to submit the documentary evidence for the satisfactory performance of same period from the

organizations as mentioned and duly filled annexure-C.) 4. Audited annual turnover report (complete) duly certified by Chartered

Accountant along with profit & loss account and Balance sheet of the firm for the last three consecutive financial years i.e 2013-2014, 2014-2015& 2015-2016. The firm must have annual turnover of Rs. 01 Crore (Rupees

One Crore Only) or more during each of the last three consecutive financial years i.e 2013-2014, 2014-2015& 2015-2016. (Firm has to submit the

Audited annual turnover report (complete) duly certified by Chartered Accountant along with profit & loss account and Balance sheet of the firm for the last three consecutive financial years i.e 2013-2014, 2014-2015&

2015-2016 and duly filled annexure-D.)

5. List of Professionally qualified personnel (hardware / software / network /engineering) of the vendor indicating at least 30 qualified personnel on the rolls of theagency. (Duly filled annexure 'E')

6. Copy of Certificate of registration / incorporation of the agency.

7. Copy of GST/Service Tax/VAT/TAN Registration of the Firm.

8.Copy of PAN number of the firm/company (No individual PAN will be considered)

Page 31 of 33

9. ANNEXURE-A (On Firm’s Letter Head)

10. Copy of Allotment Letter of Code Nos, of. ESIC & EPFO.

In case of any discrepancy in manual and online bids,the online bid will be considered as final

Each and every page is signed and stamped by authorized signatory of the firm excluding the originals if any submitted along with tender

NOTE: The Technical Bid will be rejected if the requisite information/Documents have not been uploaded and

submitted/furnished by the bidder as detailed above.

Page 32 of 33

FINANCIAL BID (On Firms Letter Head) (CAMC OF COMPUTERS ETC.)

S. No.

Name of items

Total quantity to be put under CAMC

Unit rate for One Year (including all taxes)

Total amount

1 Inverters 30

2 Desktops Host PC 223

3 Desktops Stand Alone – Linux

372

4 Desktops Stand Alone – Windows

195

5 Magnetic Card reader(Make:Card Tech)

40

6 N Computing – Lseries Device

1281

7 Scanner(Make:Canon) 20

8 Network Switches (L2)

145

9 Network Switch (L3) 7

10 Small UPS (with 6-8 AH battery)

1162

11 VC Devices(Make:Polycam)

6

12 VOIP Phones (Make: Cisco)

243

13 Nodes/IO Boxes 2067

14 HP printer (Officejet Pro 276dw)

611

15 * Under warrantee Computer system

123

16 * Under Warrantee Network Switch

05

Total Amount of CAMC for One Year including all taxes

* Quantity mentioned for Sl. 15 & 16 is subject change Please also Quote RATE of Extra IO Ports and Wire/Cable(RJ45) which may be required to install during CAMC Period

S.No. Item Name Qty Rate per unit/meter (including installation charges)

17 IO Ports 01 No.

18 Wire/Cable(RJ45) 01 Mtr

Quantity for Sl. 17 & 18 will be governed as per actual requirement. Bidders are required to quote per unit price

Page 33 of 33

Signature of the bidder or his authorized representative Seal of the Company