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Section 5: Scope of Work
4.9.2
Deployment of Manpower for Facility Management Services
I. System Integrator shall depute the resources as mentioned in Clause 5.5 at the project
locations for the entire period of contract from the day of start for commissioning of
hardware and system software, to trouble shoot, manage, replace and repair the
hardware/ system software onsite (if possible) and also lodge complaints of the local
support team at SNCs for repairing the items as per SLA.
II. The minimum required technical qualifications and experience details for the manpower
are provided in Clause 5.5 of this RFP document
III. Bidder would also provide system administrator, database administrator and network
administrator for smooth functioning during FMS period.
IV. Also, it would be the responsibility of the System Integrator to retain the deployed
manpower for the entire Contract/ Project duration or in the event of a resource leaving
the employment with System Integrator, the same shall be immediately replaced with
another resource of equivalent minimum qualifications and experience. All such events
should be notified prior to INC and proper approvals should be taken.
V. During and after the end of the project period, the System Integrator shall refrain from
canvassing INC and any of its associates with any claim for employment of the System
Integrator’s personnel deployed under the project.
VI. The staff provided by the System Integrator will perform their duties in accordance with
the instructions given by the designated officers of INC/ SNC from time to time. INC will
examine the qualification, experience etc. of the personnel provided before they are put
on positions. The System Integrator has to take approval from INC for the proposed staff
before their deployment. INC has every right to reject the personnel, if the same is not
acceptable, before or after commencement of the awarded work/ project.
VII. At no time, the provided manpower should be on leave or absent from the duty without
prior permission from the designated nodal officer of INC/ SNC. In case of long term
absence due to sickness, leave etc the System Integrator shall ensure replacements and
manning of all manpower posts by without any additional liabilities to INC. Substitute will
have to be provided by the System Integrator against the staff proceeding on leave/ or
remaining absent and should be of equal or higher qualifications/ experience.
VIII. The proposed services shall be normally manned from 9:30 AM to 6:30 PM but may vary
as per the requirement throughout the project period or as decided by INC.
IX. The operational support will have to be provided through a suitable helpdesk system, to
ensure that the solution is functioning as intended and that all problems associated with
operation are resolved satisfactorily.
4.9.3
Managed services during Operations and Maintenance Period
a) Helpdesk Support (Incident/ Problem Management)
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