Specifications

ANNEXURE-IX
TERMS AND CONDITIONS OF FACILITIES MANAGEMENT SERVICES CONTRACT
The important terms and conditions for the Facilities Management Services contract shall
be as under:
1. The FMC charges will be paid on quarterly basis.
2. The supplier / service provider shall ensure 97% uptime for the critical infrastructure during the
Facilities Management Contract period.
3. The uptime shall be calculated on monthly basis.
4. In case the monthly uptime falls below 97% (for Severity Level 1 - i.e. Monthly down time
exceeds 3%) & 95% for equipment (Severity level 2 & 3 - i.e. Monthly down time exceeds 5%)
a deduction in monthly FM charges as given below will be made.
%age %age deduction on
Downtime Monthly Charges
Upto 10 20
Above 10 & upto 20 35
Above 20 & upto 30 50
Above 30 100
5. Service Methodology & Metrics
Calls will be classified based on the criticality and their nature. Total service deliverables
will be measured based on a clearly charted metrics. Each service request will be
classified into one of the 3 priority levels for response and resolution time adherence:
9 Severity Level 1 – A problem which affects BBMB’s business objective / critical
Infrastructure, pre-defined important users (max. 15) in their immediate working, like
problem in Servers, Routers and Central Switches.
9 Severity Level 2 – A problem, which affects an individual user or user system like problem
in individual user’s desktops or office application etc.
9 Severity Level 3 – Problems falling in the category other then the two described above like
change in configuration etc.
Service Metrics
Service level Metrics for various activities should be as given below:
Service Category Response Time Resolution Time
Severity Level 1 95% in < 2 Hours For equipment at
Chandigarh & < 8 Hours for outside
stations
100% in < 16 Hours
95% in < 8 Hours For
equipment at Chandigarh & <
16 Hours for outside stations
100% in < 24 Hours
Severity Level 2 100% < 8 Hours for equipment at
Chandigarh & < 16 Hours for outside
locations
100% in 24 Hrs
Severity Level 3 100% < 24 Hours 100 % in 72 Hrs
Calls that require escalation to vendors like hardware calls, development / QA / testing
tools or application related calls etc. will not be considered for the service level
calculations
. An uptime of 97% for the critical infrastructure should be assured under
FM Services.
5. The service provider shall provide experienced qualified resident service engineers (Two
Nos) for FMS at the BBMB Data Centre. The engineers will be deployed during the working
hours of BBMB (9.00 AM – 5 PM) on all working days (Monday to Friday). The support in
odd hours or on holidays will be extended subject to requirement of BBMB.
6. The downtime calculations shall be based on the 24x7 for equipment under severity level 1
while for others it shall be based on working hours of BBMB (9.00 AM – 5 PM) on all
working days (Monday to Friday). However, the support on holidays will be provided
subject to requirement of BBMB.