Specifications

6
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% as per Annexure-IX for the critical infrastructure should be assured
under FM Services.
6 Service Engineers
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.
Support at other locations where there are no resident engineers will be coordinated from
Chandigarh Data Centre and/or may have to visit the location, if required. In case, additional
manpower is required for maintaining the uptime in any emergency, the same shall be made
available.
7 Facilities to be provided by BBMB
The BBMB shall provide the following facilities to the resident service engineers during the FM
assignment at site:
a) Communication Facilities like Intercoms with ‘0’ dialing facility (calls restricted to 500 calls
per month on one Intercom), e-mail, Internet etc and office accommodation with 1 PC,
Printer.
b) The Resident Engineers shall have to make their residential arrangement at Chandigarh
of their own. However suitable accommodation on chargeable basis as per the rates
applicable to BBMB Officers (At Present Rs. 15/- Per day for stay only) etc. shall be
provided to resident engineers at out station locations for carrying out the assignment.
c) The documents, data, facilities and access to areas required for performance of duties by
resident engineers shall be arranged/ provided.
d) In case of outstation visit by the service engineers, the TA admissible to BBMB Officer
shall be paid on actual.
In addition, the vendor shall provide Laptop Computer, Mobile phones & any other
equipment & software/tools required for performance of FM services.