Attending Complaints and Periodical Visits (Per Month)

Includes:
4.1. Service /Support shall be provided 24 hours and Seven days per week to keep the machines/equipment in good working order.
4.2. All the complaints received shall be attended by them in following manner.
4.2.1. Minor faults immediately with telephonic support.
4.2.2. Major faults which require visit to office within 5 hrs.
4.2.3. Complaints of email has to be sorted out and reply the email within 5 hrs.
4.2.4. The vendor shall be responsible for taking backup data and program available on PCs before formatting the system, and shall be also responsible for reloading the same. The backup copies are to be returned to the users, under Acknowledgement.
4.2.5. Repair and servicing of equipment shall be carried out at First Party sites, in case the equipment is required to be transported to the Second Party’s service workshop for repairs, replacement has to provide to First Party and the same shall be undertaken at the risk and cost of the Second Party.
4.2.6. The replacement of components shall be as per manufactures instructions/recommendations and as per the decision of IT Department. No hardware items or parts will be taken out for repair without prior written approval of IT Incharge.

4.3. The Second Party shall carry out Preventive Maintenance (PM) on quarterly basis and shall plan, as per schedule of quantities, such that maintenance is carried out in each equipment at least once in every month. A separate logbook should be maintained to record the preventive maintenance carried out on each equipment. The Second Party has to submit the preventive maintenance report to IT Department.