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(vi) A Service Level Agreement (SLA) may be incorporated in complex and large
maintenance contracts. SLA should indicate guaranteed levels of service
parameters like - %age uptime to be ensured; Performance output levels to be
ensured from the equipment; channel of registering service request; response
time for resolving the request, Channel for escalation of service request in case
of delay or unsatisfactory resolution of request, monitoring of Service Levels etc.
This would include provision of help lines, complaint registration and escalation
procedures, response time, percentage of uptime and availability of equipment,
non-degradation in performance levels after maintenance, maintenance of an
inventory of common spares, use of genuine spares, and so on. The
maintenance contract may also include penalties (liquidated Damages) for
unacceptable delays in responses and degradation in performance output of
machines, including provisions for terminations;
(vii) It should be indicated in the bid documents, whether the maintenance charges
would be inclusive of visiting charges, price of spares (many times, consumables
such as rubber gasket, bulbs, and so on, are not included, even though major
parts may be included), price of consumables (fuel, lubricants, cartridges, and so
on). If costs of spares are to be borne by the Procuring Entity, then a guaranteed
price list should be asked for along with the bids. It should also be clarified,
whether room/space, electricity, water connection, and so on, would be provided
free of cost to the contractor. The bidding document should also lay down a
service level agreement to ensure proper service during the maintenance period;
(viii) A suitable provision should be incorporated in the tender enquiry document and
in the resultant maintenance contract indicating that the prices charged by the
maintenance contractor should not exceed the prevailing rates charged by him
from others for similar services. While claiming payment, the contractor is also to
give a certificate to this effect in his bill;
(ix) If the goods to be maintained are sophisticated and costly, the tender enquiry
document should also have a provision for obtaining performance security. The
amount of performance security will depend on the nature of the goods, period
of maintenance, and so on. It generally varies from two and a half to five per cent
of the value of the equipment to be maintained;
(x) Sometimes, during the tenure of a maintenance contract, especially with a longer
tenure, it may become necessary for the purchase organisation to withdraw the
maintenance contract due to some unforeseen reasons. To take care of this,
there should be a suitable provision in the tender document and in the resultant
contract. Depending on the cost and nature of the goods to be maintained, a
suitable notice period (say one to three months) for such cancellation to come
into effect is to be provided in the documents. A model clause to this effect is
provided below:
“The purchaser reserves its right to terminate the maintenance contract at any
time after giving due notice without assigning any reason. The contractor will not
be entitled to claim any compensation against such termination. However, while
terminating the contract, if any payment is due to the contractor for maintenance
services already performed in terms of the contract, these would be paid to it/him
as per the contract terms”.