This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between the buyer and Packaged Drinking Water Bottle Supply provider.
The purpose of this agreement is to facilitate implementation of Packaged Drinking Water Bottle Supply 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of all services covered as they are mutually understood by the stakeholders.The Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders.
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.
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:
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.
Hiring of Service Provider/Agency to provide 20 Ltr /25 Ltr Packaged drinking water bottles at the Buyer department location.
Service provider shall make arrangements to supply Water bottles at the user locations in the premises of buyer.
The Buyer would confirm the total number of water bottles required for the term of the contract in the Service Order. They would also specify the number of days per week (5, 6 or 7) on which a daily supply has to be made their premises.
The Service Provider would also provide plastic water dispensers for the contract duration. The same would be returned to the service provider at the end of the contract. The number of water dispensers to be provided would be indicated in the order generated by the Buyer.
The Service Provider would ensure that the bottles on the dispenser provided are replaced and the extra bottles are delivered and stored at the space allotted by the Buyer for the same. This activity would be performed on a daily basis.
Service Providers must quote a rate per bottle for the requirements mentioned.
# |
Service level agreement |
Penalties for non-compliance |
1 |
Delay in the delivery of water bottles beyond agreed time per instance |
1 to 3 hour: @ (Rs 500 from monthly billed amount per instance)
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2 |
Three instances of supply of bottles with manufacturing date older than one week from the date of delivery but not expired use period. |
Rs 1000 from monthly billed amount will be applied from third instance onward. |
3 |
Five instances of supply of bottles those are damaged or leaking. |
Rs 500 from monthly billed amount Will be applied from fifth instance onward. |
4 |
Three instances of failure to maintain a minimum stock |
Rs 1000 to be deducted from the monthly billed amount . |
5 |
Any instance of non- conformance to any of the quality parameters defined in 3.1.4 |
Penalty of 1% of the monthly billed amount |
6 |
Cumulative Penalty |
Cumulative Penalty cannot exceed more than 10% of the total contract value. |
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, BIS Certificate |
Copy of valid ISO certificates to be uploaded in the GeM website by Service Provider.
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6 |
Service Provider should be an established experienced |
The Service Provider must have full cycle implementation experience of providing the specified service in at least one CPSE/ Government Organization in last three years (period ending Bid submission date) having executed
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Completion certificates from the client or may be uploaded in the website by the service provider.
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Declaration
(On the letter head of the Service Provider)