1. Agreement Overview

This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between the buyer and Florist Services provider.

The purpose of this agreement is to facilitate implementation of Florist Services at the buyer’s premises. The service provider would provide the required equipment and personnel for the mentioned shifts as per the requirements of the buyer.

This Agreement outlines the scope of work, Stakeholder’s obligation and general terms and conditions of all services covered as they are mutually understood by the stakeholders.

The Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders.

1.1. Stakeholders

The four main stakeholders associated with this SLA are:

1) Service Provider(s)

2) Buyer

3) Paying Authority

4) Statutory/Compliance Authority

The responsibilities and obligations of the stakeholders have been outlined in this document. The document also encompasses payment terms and penalties in case of non-adherence to the defined terms and conditions. It is assumed that all stakeholders would have read and understood the same before signing the SLA.

Objective and Goals

The objective of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent delivery of service to buyer by service provider.

The goals of this Agreement are to:

Provide clear reference to service ownership, accountability, roles and/or responsibilities
Present a clear, concise and measurable description of service provision to the customer
Establish Terms and Conditions for all the involved stakeholders
To ensure that both the parties understand the consequences in case of termination of services due to any of the stated reasons

The agreement can also be modified on the mutual agreement of all the involved stakeholders

Thus, the agreement will act as a reference document that both the parties have understood the aforementioned terms and conditions and have agreed to comply by the same.

Service Agreement

3.1. Service Scope

The scope includes following kinds of Services or both as per the Service Order of the Buyer Department.

General Flower Bouquet: Supply of general flower bouquets in the rooms of senior officers/meeting rooms/conference rooms of the Buyer Department as and when instructed by the Buyer in the Service Order. In case of holiday on either of these days, the flower bouquets may be provided on the next working day.

The general flower bouquet is available in bundles of:

10 flowers with leaves – in a small vase/flower pot of glass or ceramic with leaves/titus
20 flowers with leaves - in a medium vase/flower pot of glass or ceramic with leaves/titus

30 flowers with leaves - in a medium vase/flower pot of glass or ceramic with leaves/titus

The pricing should be complete, itemised with supply of flower bouquets at the site with all other material including Flower Pot/Vase (supplied initially & replacement, as and when required), Flower Holder (Sponge) etc.

The flowers would be brought and assimilated at the Buyer Department.

Further, the flower bouquets should be a judicious mix of atleast 4 types of flowers from the lists mentioned below besides leaves, titus etc.

Special Flower Bouquet: Supply of special flower bouquets for meetings/events. The Buyer can identify the average number of Bouquet required during the contract period. The same would be intimated to the Service Provider minimum 1 day prior to the actual day of requirement.

The general flower bouquet is available in bundles of:

10 flowers with leaves – flat bouquet in cellophane
20 flowers with leaves – flat bouquet in cellophane

30 flowers with leaves – flat bouquet in cellophane

10 flowers with leaves - in a wooden bouquet stand
20 flowers with leaves - in a wooden bouquet stand
30 flowers with leaves – in a wooden bouquet stand

10 flowers bunch- ribbon
20 flowers bunch- ribbon

30 flowers bunch- ribbon
Single Flower Bouquet- Lily, Orchid, Rose

The bouquet would be created in a manner such that it looks attractive with the help of different leaves plystick, ribbons, tissue paper, cellophane and wooden stands, sparkle etc.

The Buyer would confirm the number of bouquets and the frequency of change for the same per week.

Service Providers must quote a lump sum price for all the types mentioned above.

The three types of flower bouquets should be of under mentioned specification with a minimum number of required flowers as per the below tables:

General/Special Flower Bouquets: 10 Flowers

S. No.	Name of Flower (Available February to November every year)	Minimum Quantity in every Bouquet
1	Lilium (Double) all colours
2	Gerbera all colours	Atleast 2
3	Gladius all colours	Atleast 2
4	Tata Rose all colours	Atleast 1
5	Sunflower

S. No.	Name of Flower (Available November to February every year)	Minimum Quantity in every Bouquet
1	Gerbera all colours	Atleast 2
2	Tata Rose all colours	Atleast 1
3	Multiglade all colours	Atleast 1
4	Tuberose (Rajnigandha)
5	Single Guldavari all colours	Atleast 2
6	Dahlia all colours

General/Special Flower Bouquets: 20 Flowers

S. No.	Name of Flower (Available February to November every year)	Minimum Quantity in every Bouquet
1	Lilium (Double) all colours
2	Gerbera all colours	Atleast 3
3	Carnation all colours	Atleast 3
4	Orchid all colours	Atleast 2
5	Tata Rose all colours	Atleast 2

S. No.	Name of Flower (Available November to February every year)	Minimum Quantity in every Bouquet
1	Gerbera all colours	Atleast 3
2	Tata Rose all colours	Atleast 2
3	Multiglade all colours	Atleast 2
4	Tuberose (Rajnigandha)
5	Single Guldavari all colours	Atleast 3
6	Dahlia all colours

General/Special Flower Bouquets: 30 Flowers

S. No.	Name of Flower (Available February to November every year)	Minimum Quantity in every Bouquet
1	Oriental Lily (Double) all colours	Atleast 5
2	Lilium (Double) all colours
3	Anthurium all colours	Atleast 5
4	Gerbera all colours
5	Carnation all colours	Atleast 5
6	Orchid all colours	Atleast 4
7	Tata Rose all colours

S. No.	Name of Flower (Available November to February every year)	Minimum Quantity in every Bouquet
1	Gerbera all colours
2	Tata Rose all colours	Atleast 4
3	Multiglade all colours	Atleast 4
4	Tuberose (Rajnigandha)
5	Single Guldavari all colours	Atleast 5
6	Dahlia all colours

The quantity shown in the above tables excludes different type of leaves and grasses required to augment/decorate flower bouquets. The Service Provider may use other flowers in lieu of mentioned in the above tables as listed at Annexure.

3.2. Terms and Conditions

3.2.1. Special Terms and Conditions

The general flower bouquet should be replaced before 9 A.M every day and atleast half hour before the start of the event in case of special flower bouquet.
The Service Provider personnel would ensure timely change of bouquets with a regular change in flower combinations.
The Service Provider would only provide fresh flowers, incase a particular flower category is not available then a replacement to be provided of a similar value. In no case withered flowers to be used.
The Service Provider personnel will look after the maintenance of the flower arrangement daily.
The Service Provider personnel would get a note signed by the Buyer Department assigned personnel after delivery of every bouquet. ( Format in Appendix)
Water, leaves, sponges etc of the flower pot to be changed as per the frequency of change mentioned by the Buyer in the service order.
The Service Provider would ensure change in flower pot and vase as and when required i.e in case of cracks or breakage.
A random check will be conducted to inspect the freshness, quality and quantity or otherwise of the flower arrangement. The decision of the Buyer Department in this regard will be binding.
The Service Provider may be asked for supplying special flower bouquet within 1 day incase of a special event.
The Service Provider would ensure that there are no thorns, open ended pins and pricks in the bouquet.
The flowers in the bunch/bouquet should not be joint with the help of wire, thread etc.

3.3. Penalty and Termination

#	Service level agreement	Penalties for non-compliance
1	If the service provider personnel is found responsible for any theft, loss of material/ articles and damages	Immediate payment in actuals, equivalent to the value of the article theft/lost/damaged or replacement as decided by the buyer depending on the gravity of the act.
2	Delay/Absence in Delivery or Replacement	Rs 500 per incident for more than 2 times delay in replacement of flowers in a particular billing cycle.
3	If the service provider personnel is found responsible for disobedience/ misconduct	Warning/fine Rs 1000 fine to be levied as decided by the buyer for immediate replacement within 2 days depending on the gravity of the act
4	Water/ Sponge not changed regularly	Rs 100 penalty per incident
5	Withered flowers found in the bouquet	Penalty of 1% of the billed amount
6	Scratch due to Thorns, Pricks or Open ended pins	Rs 100 penalty per incident
7	Joint Flowers	Rs 250 penalty per incident per bouquet
8	Cumulative Penalty	Cumulative Penalty cannot exceed more than 10% of the total contract value.

Appendices
- Appendix: Eligibility Criterion for Service Provider

SR No.	Criteria	Basics for evaluation	Supporting Documents Required
1	Legal Entity	Valid Legal Entity	Certificate of Incorporation and Articles of Association of the Participant in case of Company /Limited Liability Partnership Agreement in case of LLP
2	Certificates	Valid Service Tax, VAT, Income Tax and PAN no.	· Valid Service Tax Registration Certificate · VAT Certificate · Income Tax Return for the last three Financial years
3	Average Annual Turnover during the last three financial years generated from AMC	The details have to be submitted by the service provider while offering the services.	Extract from Audited / Certified financial statements and balance sheets for the last three years as per financial year of participating Service Provider or certificate from Chartered Accountant and authorized signatory.
4	Geographical presence of the firm/company	The requirements are specified for each service.	List of the service centers to be uploaded in the registration form in the GeM website by the service provider.
5	ISO Certificate	ISO 9001:2008 Certificate,	Copy of valid ISO certificates to be uploaded in the GeM website by Service Provider.
6	Service Provider should be an established experienced	The Service Provider must have full cycle implementation experience of Florist in at least one CPSE/ Government Organization in last three years (period ending Bid submission date) having executed	Completion certificates from the client or may be uploaded in the website by the service provider.
7	Banning proceedings pending against the service provider	While creating the registration form for the service provider declarations on the non-existence of any banning proceedings against the service providers have to be obtained through digitally signed	The service providers have to inform the banning proceedings against them if any faced during the validity of the service period immediately to the user Departments so that the remedial actions can be initiated by the user Departments.

Daily Report Template

Date:

Time:

SNo	Details of Daily Work	Quantity	Remarks
1	No of General Bouquet (10 flowers)
2	No of General Bouquet (20 flowers)
3	No of General Bouquet (30 flowers)
4	No. of Special Bouquet (10 flowers)
5	No. of Special Bouquet (20 flowers)
6	No. of Special Bouquet (30 flowers)
7	No. of Special Bouquet - Single flowers
8	Water Changed	Yes/No
9	Flower pot replaced if required	Yes/No
10	Sponge replaced if required	Yes/No

Name:

Place: Designation:

Contact No: