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Agreement Overview

This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between the buyer and Security Services provider.
The purpose of this agreement is to facilitate implementation of Security Measures 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The Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders.

Stakeholders

The four main stakeholders associated with this SLA are:

Service Provider(s)
Buyer
Paying Authority
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

Service Scope

To provide security services for the protection of life and property against theft, pilferage, fire etc, safety to manpower, guiding visitors to the concerned officials/occupants, regulating entry of unwanted visitors/salesmen and maintenance of visitor’s register
To prevent entry of stray animals like cow, dogs etc. round the clock patrolling of the site(s).
Checking of gate passes and allowing the exit of material accordingly to regulate the entry and exit of vehicles
Control the access of persons/vehicles into and out of the complex.
Responsible for frisking and checking of visitors during and after office hours.
Hand held metal detectors should be provided by the Security Agency to Security Guards for checking and frisking of visitors as well as their carry bags.
Inverted mirror detectors should also be provided for checking vehicles at the entry.
The agency shall maintain records of inwards and outwards movement of men materials and vehicles, etc. with proper check as per instructions given from time to time by competent authority.
Ensuring the complete safety and security of man and materials.
Parking and traffic management within the premises.
Effective involvement during the crisis management like fire accidents and bomb threats and during periodical drills.
Visitor’s management in common, and during other special occasions.
Having effective control on movement of materials in / out.
Physical guarding of entry / exit points
Screening / directing of visitors.
Patrolling and guarding various common areas & surroundings to ensure adequate safety and security.
Assisting the occupants during the Emergency Evacuation of the building.
Rescue operation of passengers stranded in the lifts
Complete Disaster Management in case of Emergencies/ Disasters
Providing of Adequate Security as per the Requirement.
Ensuring and Monitoring the Operational condition of Boom Barriers & Access Control System.
Liaison with appropriate agencies in case of emergencies/Disaster & well equipped with their update contact numbers.
Lodging of complaints/FIRs in case of emergency/disaster under intimation.
The experience level of each personnel has been defined as below. The Buyer will have a choice to select from the 3 levels as per his requirement.

Skill Level	Experience in Years
Semi- Skilled	Minimum 1 year experience
Skilled	Minimum 3 years’ experience
Highly Skilled	Minimum 5 years’ experience

Terms and Conditions

Buyer’s Obligations

The Buyer Department will give basic training/familiarization of the Security and door keeping services required to be done by the personnel to be deployed by the Service Provider under the contract for 2 to 3 days and this period will not be counted as shift manned by Service Provider’s personnel for the purpose of payment under the contract

Service Provider Obligations

The Service Provider shall not transfer or assign or sublet any part of the service once agreed or any share or interest here in any manner or degree directly or indirectly to any person, firm or corporation whatsoever.
The Service Provider will provide a log book register for making entries by the security personnel of their presence at duty site.
The Service Provider shall provide at his own cost (i) proper clean uniform and badges and (ii) photo identity cards as per laid down rules for Private Security Agencies.
The Service Provider shall have his own Establishment/Setup/Mechanism, etc. at his own cost to ensure correct and satisfactory performance of his liabilities and responsibilities under the contract.
The Service Provider shall get guards and supervisors screened for visual, hearing, gross physical defects and contagious diseases and will provide a certificate to this effect for each personnel deployed. The Buyer Department will be at liberty to get anybody re-examined in case of any suspicion. Only physically fit personnel shall be deployed for duty.
The Service Provider shall bear all the expenses incurred on the following items i.e. Provision of torches and cells, lathis/ballams and other equipment to security staff, stationary for writing duty charts and registers at security check points and records keeping as per requirements.

Special Terms and Conditions

The antecedents of security staff deployed shall be verified by the Service Provider from local police authority and an undertaking in this regard to be submitted to the department and department shall ensure that the Service Provider complies with the provisions.
The Service Provider will maintain a register on which day to day deployment of personnel will be entered. This will be countersigned by the authorized official of the Buyer Department. While raising the bill, the deployment particulars of the personnel engaged during each month, shift wise, should be shown.
Adequate supervision will be provided to ensure correct performance of the said security services in accordance with the prevailing assignment instructions agreed upon between the two parties. In order to exercise effective control & supervision over the staff of the Service Provider deployed, the supervisory staff will move in their areas of responsibility.
All necessary reports and other information will be supplied immediately as required and regular meetings will be held with the Buyer Department.
The security staff shall not accept any gratitude or reward in any form.
The Service Provider shall have his own Establishment/set up/mechanism/Training institute to provide training aids or should have tied up with a training institute, with 2-3 Ex-Servicemen/Ex-Para Military Forces/Ex-Police for training purpose at his own cost to ensure correct and satisfactory performance of his liabilities and responsibilities under the contract.
Under the terms of their employment agreement with the Service Provider the Security staff shall not do any professional or other work for reward or otherwise either directly or indirectly, except for and on behalf of the Service Provider.
The Service Provider shall do and perform all such Security services, acts, matters and things connected with the administration, superintendence and conduct of the arrangements as per the direction enumerated herein and in accordance with such directions, which the Department may issue from time to time and which have been mutually agreed upon between the two parties.
The Service Provider shall be responsible to maintain all property and equipment of the Buyer Department entrusted to it.
The Service Provider will not be held responsible for the damages/sabotage caused to the property of the Buyer Department due to the riots/mobs attack/armed dacoit activities or any other event of force majeure.
The Service Provider will deploy supervisors as per the need given by the Buyer Department. The supervisor shall be required to work as per the instructions of Buyer Department.
The personnel engaged have to be extremely courteous with very pleasant mannerism in dealing with the Buyer Staff and should project an image of utmost discipline. The Department shall have right to have any person moved in case of its staff complaints or as decided by representative of the Buyer Department if the person is not performing the job satisfactorily or otherwise. The Service Provider shall have to arrange the suitable replacement in all such cases.
The eight hours shift generally will be from 0600 hrs. to 1400 hrs., 1400 hrs. to 2200 hrs.,2200 hrs. to 0600 hrs, and the 12 hour shift is from 0600 hrs to 1800 hs and 0900 hrs to 2100 hrs. But the timings of the shift are changeable and shall be fixed by the Buyer Department from time to time depending upon the requirements. Prolong duty hours (more than 12 hrs. at a stretch) shall not be allowed. No payment shall be made by the Department for double duty, if any.
The personnel will have to report to the Buyer Department's security office at least 15 minutes in advance of the commencement of the shift for collecting necessary documents/instructions, and to complete all other required formalities as approved by the Buyer Department.
The Service Provider shall deploy his personnel only after obtaining the Buyer Department approval duly submitting curriculum vitae (CV) of these personnel, the Buyer Department shall be informed at least one week in advance and Service Provider shall be required to obtain the Department's approval for all such changes along with their CVs.
Security staff engaged by the Service Provider shall not take part in any staff union and association activities.
Service Provider will provide walkie-talkie to each supervisor and to 20% of security guards to ensure effective timely communication between them.

Penalties and Termination

The Service Provider shall be responsible for faithful compliance of the terms and conditions of this agreement.
In the event of any breach of the agreement, the same may be terminated and further the work may be got done from another Service Provider at the risk and cost of the Service Provider.
If the Service Provider violates any of the terms and conditions of this agreement or commits any fault or the service is not to the entire satisfaction of officer authorized by the purchaser, a penalty leading to a deduction up to a maximum of 1% of the total amount of bill for a particular month will be imposed.
In the event of absence of security service personnel, Service Provider may provide alternate arrangement for which agreement is entered into, otherwise Rs 200 per incident will be recovered from the Service Provider as penalty.
In case any of Service Provider’s personnel deployed under the contract fails to report in time and Service Provider is unable to provide suitable substitute in time for the same it will be treated as absence and penalty as mentioned in above point shall be levied.
In case any public complaint is received attributable to misconduct/ misbehavior of Service Provider’s personnel, a penalty or Rs.500/- for each such incident shall be levied. Further the concerned Service Provider’s personnel shall be removed from the Department system immediately.
In case a security personnel is not adhering to the uniform it will be treated as non-conformance and the an amount of Rs.100 per person per day will be deducted from the Service Provider’s payment
In case a Security Guard with Gun is found without gun during Duty hours a penalty or Rs.500/- for each such incident shall be levied. Further the concerned Service Provider’s personnel shall be removed from the Department system immediately.

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	Required document to be submitted during registration.	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 9001:2008 certificate to be uploaded in the GeM website by Service Provider
6	Service Provider should be an established experienced	The Service Provider should have three similar completed work costing not less than the amount equal to 40% of the offered cost.	Completion certificates from the client or may be, uploaded in the website by the service provider.

Roles	Age (in Years)	Minimum Skill Level	Minimum Qualification	Responsibilities
Security Consultant	35-60	Highly Skilled	Should be in a position to organize the security force, suggest improvement in all matters of policy in respect of security as an adviser. Minimum Experience of 5 years	Overall responsible for all security, vigilance and firefighting activities including maintenance of documents.
Security Supervisor	40-60	Skilled	Should be ex-servicemen not below the rank of Hony. Captain/ Subedar Major (J.C.O.) or equivalent rank in any paramilitary force. Should have ample knowledge in firefighting functions. Minimum Experience 3 years	Should also carryout or supervise protocol activities of receiving, escorting, seeing off VIPs to and to liaise with police and other investigating agencies as and when required by. Should be available in genera
Security Guard with Gun	20-50	Skilled	Should have knowledge of Security related matters, industrial safety and allied functions Minimum 12th pass with preferably some experience / 10th pass with 2 years’ experience. Medically fit, Good physique and personality is a prerequisite. Minimum Experience 3 years	Work in shifts round the clock.
Security Guard without Gun	20- 35	Semi-Skilled	Should have knowledge of Security related matters, industrial safety and allied functions Minimum 12th pass with preferably some experience / 10th pass with 2 years’ experience. Medically fit, Good physique and personality is a prerequisite.	Work in shifts round the clock.
Baggage Inspector	20-50	Semi-Skilled	Minimum 12th pass with preferably some experience Background of screening solutions Minimum Experience 1 years	Work in shifts round the clock.
Lady Guard	20-35	Semi-Skilled	Minimum 12th pass with preferably some experience Minimum Experience 1 years	Should be available in general shift on all days except Sundays.
Fire Guard	20-50	Semi-Skilled	Minimum 12th pass with preferably some experience Background of fire handling and emergency management Minimum Experience 1 years	Work in shifts round the clock. Overall responsible for all security, vigilance and firefighting activities including maintenance of documents.
CCTV Operator	20-50	Skilled	Minimum 12th pass with preferably some experience Background of surveillance and monitoring Minimum Experience 3 years	Work in shifts round the clock. Overall responsible for all security, vigilance including maintenance of documents