3. A mandatory, detailed contingency plan(s) in the event of mechanical breakdown of each vehicle, for each area of operation shall be provided by the service provider.
In an event that service provider fails to deliver or fails to carry out tasks as per schedule due to non-delivery of vehicle, break-down, servicing and repairs of vehicles, or if the
vehicle is seized or detained or requisitioned by Police/Motor Vehicle Authority or any other authorities for whatsoever reasons, the Service Provider at his own cost shall make
alternate arrangement by providing similar or higher class of vehicle(s) for which agreement is entered into, without any extra charges. Failure to do so will evoke penalty then buyer
shall have right to recover damages as per the provisions of the contract.
The Service Provider would be bound by the conditions with regard to police verification of the deployed staff and their medical fitness.
The Service Provider will deploy experienced drivers knowing the routes of the areas and familiar with the localities for carrying out the services. The service provider shall be
personally responsible for any theft, misconduct and /or disobedience on the part of drivers so provided by him.
6 Buyer's Obligations
1. The location for reporting shall be provided by the buyer to the service provider.
2. The toll charges, parking fee or entry taxes payable locally or outstation shall be reimbursed by the Buyer to the Service Provider on actual basis as paid by the service provider.
In the event that the vehicles run more than the estimated number of kms as mentioned in the order details, the charges for additional km travelled will be paid on pro-rata basis as
per the formula given above.
1. In the event of outstation travel, outstation night charges will be paid to the service provider if the duty hours end between 10:30 pm and 6:00 am at an outstation location.
2. The Buyer/ passenger must immediately report to the designated representative of the Service Provider any problems, complaints, incidents or accidents that occur during the trip,
including any form of inappropriate behavior/ improper uniform by the driver.
3. It is fundamental that the driver does not under any circumstance directly or indirectly approach, solicit or accept work in any form the buyer/ passenger. If the driver of the vehicle
communicates directly with the Buyer/passenger (either by telephone, in writing or verbally, and either before, during or after a trip) to make alter or change the nature of service
provided the Buyer must immediately inform the Service Provider.
4. Price Variation Clause:
"It is advisable to include Price Variation Clause in the long term contracts to take care of the increase/decrease in prices of various ingredients which majorly affect the overall price
of the service. Buyers are therefore advised to include the Price Variation Clause (PVC) in the bid document through ATC for long term contracts. The additional payment, if any, on
account of PVC can be done offline till such time online functionality is developed on GeM."
7 Service Tracking
Tracking of services ensures quality of service delivery in time bound manner, effective service tracking helps in analyzing Service Provider’s performance as well as Buyer’s timely inputs
for services and leads to immediate actions against the defaulters if any. Service tracking shall be mandatory for the both Buyer and Service Provider, non-tracking of the same may lead to
a fine/ penalty on either party.
7.1 Logbook
1. The service provider will maintain a separate duty slip for each vehicle, which will be signed by the authorized signatory of the buyer/ passenger. Before each car is allotted for duty,
the odometer reading shall be noted down by the driver and subsequent entries for starting time/closing time, places visited etc. for each duty during service hours. After completion
of duty, the driver shall again note down the odometer reading and get it checked and signed by the user of the vehicle deployed by the buyer. On the basis of each vehicle’s duty
slip, the service provider shall prepare bills enclosing therewith a consolidated statement of each vehicle’s running and original copies of duty slip.
2. The service provider shall thereafter update the logbook on the GeM portal as per the logbook process flow.
Once the service provider updates the logbook online, the Buyer shall either accept or reject these entries within the prescribed time lime. The buyer will also record the any service
non delivery or non-performance issues, and subsequent penalties Failure to take action on logbook entries updated by service provider shall be deemed as accepted.
1. The Service Provider can raise an issue against the rejection of any entry by the buyer within prescribed timelines of such rejection with the designated representative of the Buyer.
7.2 Service Performance and Feedback
1. The principal point of contact for the issues arising out of this agreement will be the service provider or a designated representative who shall be any employee of the Service
Provider in administrative and managerial capacity and in a position of authority to resolve issues. Nonetheless, the service provider shall be solely responsible for maintaining the
quality and level of service provided.
2. The Service Provider shall maintain a compliant register in the vehicles for the complaints by the passenger travelling in the vehicle.
8 Penalties and Fine
In case of noncompliance of the standards of the services to be provided as per this agreement, the buyer would be at liberty to levy such penalty and terminate the contract as per the
conditions detailed out below:
# Nature of Default Default Details
Penalties
Remarks
1st instance
2
nd
instance 3
rd
instance
1
Non deployment of
vehicle/driver (no
replacement provided)
Non deployment for 30 min or
more, no replacement
provided up to 2 hours
Amount of charges for
vehicle hired by Buyer
from third party
Amount of charges for vehicle
hired by Buyer from third
party and a penalty of 5% of
monthly vehicle hiring cost
Amount of charges for
vehicle hired by Buyer from
third party and a penalty of
10% of monthly vehicle
hiring cost
After 3
rd
instance, the buyer may
terminate the contract or
continue to impose the same
penalty as imposed for 3
rd
instance.
2
Non deployment of
vehicle/driver (replacement
provided)
Non deployment for 30 min or
more, replacement provided
within to 2 hours
Warning
Penalty of 3% of particular
monthly vehicle hiring cost
Penalty of 5% of particular
monthly vehicle hiring cost
After 3
rd
instance, the buyer may
terminate the contract or
continue to impose the same
penalty as imposed for 3
rd
instance.
4
Breakdown of vehicle
during trip (no replacement
provided)
No replacement provided up
to 2 hours
Amount of charges for
vehicle hired by Buyer
from third party
Amount of charges for vehicle
hired by Buyer from third
party and a penalty of 4% of
monthly vehicle hiring cost
Amount of charges for
vehicle hired by Buyer from
third party and a penalty of
8% of monthly vehicle hiring
cost
After 3
rd
instance, the buyer may
terminate the contract or
continue to impose the same
penalty as imposed for 3
rd
instance.
5
Breakdown of vehicle
during trip (replacement
Replacement provided within
to 2 hours
Warning
Amount of charges for vehicle
hired by Buyer from third
party and a penalty of 2% of
Amount of charges for
vehicle hired by Buyer from
third party and a penalty of
After 3
rd
instance, the buyer may
terminate the contract or
continue to impose the same