Date: 5 April 2015

To,

M/s B.E.C. LTD

N.M.D.C. Iron And Steel Plant Project
Nagarnar, Jagdalpur- 494001
Contact Person Details:
SHRINU RAO
91
Sub: AMC Proposal

Dear Sir,
Greetings!
We are pleased and extremely delighted to serve you and be a partner in your Organisation growth.
As you are aware BITS Services offers diverse range of products and services through which Enterprises can achieve costeffective and quick time-to-delivery IT implementation and management. We assure high-reliability efficient
manageability and optimum scalability for our services
We would also like to bring to your kind notice on our various IT Infra and Support Solutions, which are likely to support
your business:

AMC/BREAK FIX
o BITS Services enables your Organization to grow faster by ensuring your IT equipment continues to deliver at its peak
performance
o We also offer SLA based AMC Services for various third Party Products to allow you to concentrate on your business
and Organizational goals without the hassles of managing your IT services.

Upgrades and Consumables:

To boost your Organizational growth, deliver more value and enhance system performance, BITS now offer a
wide range of consumables and Upgrades.
o Cartridges and Toners
o Batteries
o Backup Tapes
o Memory ,HDD, Monitors Upgrade
o Storage, etc..

Software support
o

Including Renewals and upgrades

Installation and AMC Support

SERVICE ORDER FOR HARDWARE MAINTENANCE

BASTAR IT SERVICES PVT. LIMITED
In-front of B.S.N.L Telephone Exchange , Nayapara Jagdalpur -494001 , CHHATTISGARH
Please tender us the services according to the terms and conditions as per Customer Support Agreement (CSA)
PROPOSAL NO
B.E.C. LTD
BITs001
DATE
5 April 2015
N.M.D.C. ,NAGARNAR,
JAGDALPUR- 494001 (C.G.)
AMC PERIOD
01-Apr-2015 To 31-Mar-2016
Rate Per Pages
Total Amount
S.No
Particulars/Items
UNIT
In Rs.
In Rs.
1.

Annual Maintenance of

0.40

0.40

Canon imageRUNNER 2420L Printer

(Taxes Will be Extra)

AMOUNT IN WORDS: Zero Rupees Forty Paisa (per page)

Call Center Contact Details for Service Call Registration

TOTAL AMOUNT

0.40

GRAND TOTAL

0.40 (per page)

Payment Terms: QUARTER BEGINNING

Jagdalpur- 08109693486, E-mail ID bastaritservices@gmail.com

For BASTAR IT SERVICES PVT. LTD

Customers Signature & Seal

Name
Signature
Designation
Customers Name
Name
:
Address
Designation :
Date
MENTIONED AMOUNT WILL BE CHARGED ON PER COPIES FROM PAGE COUNTER.
NOTE : Equipment Covered under the contract list as per the annexure-1
Validity : 30 Days

SCOPE OF DOCUMENTS
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.

Bastar IT Services Pvt. Ltd (here after referred as BITS) is agreeing for Providing Hardware Annual Maintenance
Contract to BHILAI ENGINEERING CORPORATION LTD (here after referred as B.E.C. LTD) for attending to hardware calls in Desktops, Servers and Laptops as per the
Inventory Details given to BITS.
BITS will undertake Troubleshooting & rectification of hardware failures. The support to OS and customer software applications are not covered under the scope of AMC
unless specified separately.
In case of hardware breakdown and if in case any part/Equipment is beyond repairs and the same make is not available/Technology is obsolete or End of Life, the same will
be replaced with an equivalent or higher BITS Hardware.
BITS will ensure the quality and reliability of the parts replaced.
Defective spares will be the property of BITS, once the replacement of the same has been provided.
BITS will not be responsible for the data during any hardware reconstruction, like replacement of hard disk, replacement of desktop etc. BITS will not be responsible for
data restoration in case of physical and permanent failures of hard disks and B.E.C. LTD should take necessary precautions in avoiding Data Loss.
B.E.C. LTD should keep the machine in proper environment like Proper Voltage, Earthing etc.
All the necessary media and Original drivers required for trouble shooting to be made available to BITS Engineers in case required by them.
BITS will check the condition of the Equipments before agreeing to take up the AMC and all the equipments should be in working condition at the time of Signing the AMC
Contract.
Any failures due to Physical Damage/Improper Usage/Electrical Voltage Problems like Improper earthlings/High Voltage/Burnt cases etc will not be covered under the
scope of the AMC.
For Printers the following components are not covered under the scope of the AMC

A.
All plastic parts
B.
Fuser Module/Teflon Sheet/Pressure Roller/Maintenance Kit/Feed Rollers
C.
Nozzle Assembly/Cartridge for Inkjet Printers/Carriage Blocks
D.
Print Heads /Hammer Modules for Line/Dot-matrix Printers
E.
Toner and Ink Cartridges
F.
Scanner lamp
16. Parts which are declared as consumables by respective OEMs are not covered under the scope of AMC.
17. For Laptops, adaptor and battery are not covered under the AMC scope.
Service Window:

PLANTS / LOCATIONS

SERVICE WINDOW

SUPPORT TYPE

JAGDALPUR

9:00 AM to 6:00 PM
(Monday to Saturday)

ONSITE

AMC TERMS AND CONDITIONS

Bastar IT Services Pvt. Limited, a company registered under the Companies Act, 1956 having its registered office at In-front of B.S.N.L Telephone Exchange , Nayapara
Jagdalpur -494001 (Bastar) C.G (hereinafter called as BITS) shall provide the Maintenance Services to the Customer on the following terms and conditions :
Definition:
In this Terms and Conditions, unless the context otherwise requires, the following expressions shall have the following meanings:
The Equipment means the Equipment as listed out in Service Contract Annexure.
The Location means the Customers premises in which the Equipment is installed as specified in Service Contract

Annexure.
The Maintenance Charge means the periodic charge for the Maintenance Services as specified in this Agreement and as shall from time to time be agreed in writing
between the Parties.
The Maintenance Hours means that unless otherwise agreed by BITS in writing, Maintenance Hours shall mean the hours between 9.00 am and 5.00 pm on Bastar IT
Services Pvt. Ltd working days in the respective service area.
SCOPE:

1.

During the continuance of this Agreement, BITS shall provide the following maintenance services (Services or Maintenance Services) in respect of the
Equipment:

1.1

Corrective maintenance: Upon receipt of notification from the Customer that the Equipment has failed or is malfunctioning, BITS shall during Maintenance Hours
make such repairs and adjustments to and repair or replace such parts of the Equipment, as may be necessary to restore the Equipment to its proper operating
condition.

1.2

COMPLAINTS: Complaints shall be reported by the Customer to BITS in writing in the format prescribed by BITS. All information required in the format must by
completely filled to enable BITS to take speedy corrective action.

1.3

HOUR OF SERVICE: Provision of Maintenance Services shall be done only during the Maintenance Hours, unless the Customer has paid for additional overtime
maintenance charges to BITS.

2. CHARGES
2.1 In consideration of the Maintenance Services, the Customer shall pay a non-refundable Maintenance Charge periodically in advance as specified in the Agreement. The
Maintenance Charge shall be paid without prior demand and no payment shall be considered made until it is received by BITS in cleared funds. All payments shall be made
in the manner specified in the Agreement.
2.2 Any charges payable by the Customer hereunder in addition to the Maintenance Charge shall be paid in advance on the basis of a pre-estimate provided by BITS and the
balance, if any due, on the basis of actual work done immediately after issue of BITSs invoice therefor.
2.3 Where BITS becomes aware of equipment at the Location which is not included in the Equipment and in respect of which the Customer requests any maintenance
services (Additional Equipment), BITS may, at its sole discretion, provide the Maintenance Services in respect of the Additional Equipment and charge for it according to
the prevalent rate, taking such charge with effect from the date of expiry of Warranty period of the Additional Equipment, and thereafter such Additional Equipment shall
also be added to the Maintenance Charge in respect of future payments due in this Agreement.
2.4. BITS shall at any time be entitled to increase the Maintenance Charge to accord with any change in BITSs standard scale of charges by giving to the Customer not less
than 30 days prior written notice.
2.5 The Maintenance Charge and any additional charges payable under this Agreement are exclusive of any taxes, duties etc. including but not limited to Octroi, Sales tax,
Service tax, Value Added Tax which shall be paid by the Customer at the rate and in the manner for the time being prescribed by law.
2.6. BITS shall bill the customer 30 days in advance from the date payment is due which was agreed as per payment terms in the agreement. Customer shall release the
payments on or before 30 days from the date of invoice
2.7. If any sum payable under this Agreement is not paid within 30 days from the billing date then (without prejudice to BITSs other rights and remedies), BITS
reserves the right to charge interest on such sum on a day-to-day basis from the due date thereof to the date of actual payment (both dates inclusive) at the rate of 1.5%
per month. The Customer shall pay such interest on demand. In addition or in the alternative (at the option of BITS), BITS may suspend the Maintenance Services until such
time as the payment is made.
2.7 FAILURE ADDITIONAL CHARGES
a)
If the repairs and replacements are necessitated due to the Customer or any third partys fault, BITS reserves the right to make additional charges and Customer
shall be liable to pay the amount thereof to enable the performance of the Agreement. Without prejudice to all its other rights, BITS reserves the right to
withhold the Maintenance Services for such Equipment.
b)
If the Customer uses consumables, stationary, media or similar ancillaries not approved by BITS or the Manufacturer, as suitable for the Equipment, then BITS
shall not be responsible to provide Maintenance Service of such Equipment(s) or the system of which the Equipment is a part a nd reserves the right to impose
an additional charge for any or all-subsequent periods.
c)
The replacement of the Equipment which is more than 5 years old or the equipment life, whichever is lesser, replacements on account of non-reparability, may
be additionally chargeable at the discretion of BITS on the basis of the condition of the Equipment.
d) For the Equipments requiring repeated repairs based on their usage, condition and age, BITS shall have right to make additional charges for the said repeated
repair services and Customer shall be liable to pay the amount thereof to enable the performance of the Agreement.
3. EXCLUSIONS
3.1

The Maintenance Services expressly exclude the following:

a)

Following consumables/accessories/item types etc.

i.

Cartridges, Media such as Floppies/CDs/DVDs, Tapes, Disk Packs etc.

ii.

Key board, Mouse, Touch Pads, Remote Control Devices, and Pen drives, USB Sticks, Battery, Adapters, Head Phones, Speakers,
All Accessories, Carry Bags etc.

iii.

b)
c)
d)
e)
f)
g)
h)
i)
j)
k)
l)
m)
n)
o)
p)
q)
r)
s)
t)

Printer Heads, Plastic/Rubber Items such as Printer Knobs, Gears, Sprockets, Belts, Pulleys, Lever, Springs, Carriage Rods,
Ribbons Masks, Tractors, Print Bands, Print Heads, Hammer Module and Ribbon Shield etc.
iv. Pressure Rollers, Fusing Assemblies, Teflons, Drums, and Scanning Assemblies etc.
v. Cables/Power Cord, Cabinets, Locks, Hinges, Plastic Bezels, Casings etc.
vi. DDS Heads, LCD Panels, Damages/Scratches, LCD dots as defined in OEM policy etc.
Toner/Ink Cartridges, Ribbon or fluctuation of electric power, air conditioning, other power related issues, network and con nections issues, humidity
control or other environmental conditions;
accident, transportation, neglect, misuse, or default of the Customer, its employees or agents or any third party;
any fault in any attachments or associated equipment (whether or not supplied by BITS) which do not form part of the Equipment;
act of God, fire, flood, war, act of violence, or any other similar occurrence;
any attempt by any person other than BITSs personnel to adjust, repair or maintain the Equipment;
any acts or omission on the part of the Customer which are contrary to recommendations in the user manual or documentation accompanying the
Equipment; or the use of Equipment in environment other than those recommended in user manual or documentation;
use of consumables or attachments which were not supplied or recommended or approved by the Equipment Manufacturer ;
use of Equipment for more than one shift per day without prior written consent of BITS;
recovery or reconstruction of any data or programs lost or spoiled as a result of any breakdown of or fault in the Equipment regular backups of data to
be maintained by the Customer ;
provisions of isolation of coding errors, performance consulting, the provision of peripheral drivers, or data recovery ;
data back up, data recovery and anti-virus issues. To avoid such situation, BITS recommends regular backups of Data to be maintained by the Customer;
any prevention detection or vaccination of any kind of VIRUS whatsoever from the computer systems/office machines;
changes to be made in the configuration of the Equipment;
user Trainings with respect to the Equipment;
mishandling of the Equipment, Middleware Issues, System Integration Issues, Operating System Issues and Application Software, whether sourced by
BITS or any other vendor ;
services outside Maintenance Hours and agreed dates, if any;
failure of the Equipment which has already occurred before the AMC commencement Period; or
asset tracking at Customer site;
any fault arising due any breach of any obligation by the Customer mentioned in clause 6

3.2 BITS shall not be liable any time to honour this Agreement, if it is found that the Customer does not house the Equipment, in
and recommended by BITS for effective functioning of the Equipment.

proper environmental conditions specified

3.3 BITS does not provide support for the Equipment to which unauthorized modifications have been made, or if Customer does not allow BITS to make BITS-requested or
factory-specified changes. If BITS determines that Service is made more difficult because of such non-qualified device connected to or installed in the Equipment, the Customer
must temporarily remove such device at the Customers risk and expenses to allow BITS to deliver the Maintenance Service. If Maintenance Service is made more difficult
because of such products, BITS will charge Customer for the extra work at BITS's standard service rates.
4.
REPLACEMENT
BITS reserves the right to replace any part or parts thereof which may be found to be faulty or in need of investigation as to whether faults may exist in their operation.
Replacement parts or units will be new or refurbished parts or units. Unless purchased by Customer or otherwise agreed or stated by BITS, replaced parts or units become
the property of BITS and must be returned to BITS. BITS may charge Customer at list price value for replaced parts or units that are not returned as required.
4.3
In respect of Equipment that are not BITS branded, the Maintenance Services shall be provided on the basis of availability of spares from the Manufacturer and BITS shall
not be liable in case of non-availability of the spares or any delay in procurement of spares from the Manufacturer.
4.4 Customers agrees that replacements units being given may have technical specifications & brand differences. In no case , BITS can be held responsible on account of
making the same serial number or brand available during the course of the contract. However BITS would try its reasonable resources to get the replacements, those are
similar or better to the products under maintenance in the then market conditions.
5. LIMIT OF USE
5.1 The maintenance charges are based on one shift of operation. For the purpose of this clause one shift shall mean 8 continuous working hours in a day. If more than one
shift of operation is employed on the Equipment, the Customer will pay an additional charge for the Equipment in accordance with BITSs then prevailing rate.
5.2 The Customer may permit any third party to use the Equipment provided such third party complies with all the Customer obligations under this Agreement. In case of any
breach, the Customer shall be liable for all costs, damages and expenses resulting from any breach by the said third party.
4.1
4.2

5. CUSTOMERS OBLIGATIONS
5.1 During the continuance of this Agreement, the Customer shall:

5.2

5.3

5.4

a.

Ensure that proper environmental conditions are maintained for the Equipment and shall maintain in good condition the accommodation of the Equipment, the
cables and fittings associated therewith and the electricity supply thereto;

b.

Keep and operate the Equipment in a proper and prudent manner in accordance with the manufacturers operating instructions and ensure that only competent
trained employees (or persons under their supervision) are allowed to operate the Equipment;

c.

At its own expense, give BITS full access to the equipment to enable BITS to provide maintenance services and will make available to the BITSs engineer
appropriate staff who are familiar with the Customers programs and will provide suitable working space, facilities and suitable safe storage for maintenance
equipment and spare parts.

d.

Ensure that the external surfaces of the Equipment are kept clean and in good condition and shall carry out any minor maintenance recommended by the
manufacturer from time to time;

e.

Save as aforesaid, not attempt to adjust, repair or maintain the Equipment and shall not request, permit or authorise anyone other than BITS to carry out any
adjustments, repairs or maintenance of the Equipment;

f.

Not make any alteration, attachment, repairs or adjustments except by BITSs written consent

g.

Use on the Equipment only such operating supplies and consumables as recommended by the manufacturer;

h.

Neither make any movement of the Equipment which is of nature of getting damaged, if moved, nor to remove any of the Equipme nt from the Location without
BITSs prior written consent;

i.

Not use in conjunction with the Equipment any accessory, attachment or additional equipment other than that which has been supplied by or approved in writing
by BITS or by the OEM;

j.

Ensure the health and safety of BITSs personnel, while on the Customers premises;

k.

Promptly notify BITS if the Equipment needs maintenance or is not operating correctly;

l.

At all times keep a record of the use of the Equipment in a form to be approved by BITS and at BITSs request provide BITS with copies of the entries and allow BITS
to inspect such record at all reasonable times;

m.

Advise and make additional payment to BITS, immediately in the event of installation of any additional equipment at the Location which is required to be covered
under the Maintenance Services;

n.

At its own expense, take all reasonable efforts to cooperate with BITS in resolving problems remotely, executing self tests or diagnostic programs, providing all
necessary information, and performing basic remedial activities upon BITSs request;

o.

Provide BITS with the proof of the equipment under service contract.
Relocation: With prior written permission of BITS, the Customer shall be responsible for moving the Equipment from the Location to a new location. If
Customer moves the Equipment to a new location, BITS may charge additional maintenance charges and modify the response times, and the Customer may
be required to execute amended or new AMC. Reasonable advanced notice to BITS may be required to begin Maintenance Services for some Equipments after
relocation.
Maintenance charges during the period of movement of the Equipment or any part thereof shall continue to be paid by the Customer. BITS reserves the right
to revise its Maintenance Services charges at the new location to which the Equipment is moved.
Maximum Use Limitations: Certain Products have a maximum usage limit, which is set forth in the manufacturer's operating manual or the technical data
sheet. Customer must operate such Products within the maximum usage limit.

5.5
Customers shall provide the list of the Equipment(s) with serial numbers before entering into the Agreement or within 15 days of execution of this
Agreement, to BITS. Failing which BITS may deny the Maintenance Service(s) of the Equipment for which serial number information have not been provided.

6.
6.1

TERMINATION
Notwithstanding anything else contained herein, this Agreement may be terminated:
(a) forthwith by BITS on giving notice in writing to the Customer, if the Customer fails to pay any sum due under the terms of this Agreement and s uch sum
remains unpaid for 14 days after written notice from BITS requiring such sum to be paid and referring to this Clause 7.1(a); or
(b) forthwith by BITS on giving notice in writing to the other, if the Customer commits breach of any term of this Agreement and fails to remedy such breach
within 30 days of receiving a written notice requiring it to do so; or
(c) forthwith by BITS on giving notice in writing to the other, if the Customer shall have a receiver or administrative receiver appointed for assets or shall pass a
resolution for winding-up or a court of competent jurisdiction shall make an order to that effect or if the Customer shall become subject to an administration
order or shall enter into any voluntary arrangement with its creditors or shall cease or threaten to cease to carry on business.

6.2

The Customer may terminate this Agreement at any time by informing BITS of their intent to do so; however no entitlement for refund or compensation will accrue
to the Customer for the unutilized remaining portion of the Agreement. On the termination of this Agreement due to default by the Customer, Customer shall be not
entitled to reimbursement of such aspects of the Maintenance Charge as have been paid in advance and relate to Maintenance Services which will not now be
provided.

6.3

Any termination of this Agreement howsoever occasioned shall not affect any accrued rights (including but not limited to BITSs right to demand and recover the
money due from the Customer as agreed upon in this Agreement) nor shall it affect the coming into force or the continuance in force of any provision hereof which is
expressly or by implication intended to come into or continue in force on or after such termination.

6.4.

Upon termination of this Agreement pursuant to this clause 7, the Customer shall forthwith handover BITSs spares, tools and other equipment (BITS Material).
BITS shall be authorised to enter the Location and take possession of the BITS Material. The exercises of rights under this clause will not prejudice any right of BITS or
damage any other rights or remedies of BITS. If the Customer resist or cause to resist any attempt by BITS to recover possession of such BITS Material, BITS will be
entitled to recourse to law in order to seek and obtain forthwith the appointment of a receiver to remove the said BITS Material from the premises of the Customer.

6.5.The Customer acknowledges that Customer has no ownership of BITS provided material, such as documents, drawings, software, diagnostic programs and associated
media, and any BITS loaned modems or remote access devices, which will be removed by BITS or will have to be returned by the Customer upon termination of this
Agreement.
7. FORCE MAJEURE: Notwithstanding anything else contained in this Agreement, BITS shall not be liable for failure to perform any of its obligations under or arising out of
this Agreement if such failure results from any force majeure, act of God, fire, storm, earthquake, explosion, accident, strikes, lockout, industrial dispute, labor trouble,
transportation embargo, imminence or the existence of any state of emergency, war, war-like condition, civil commotion, riot, inability to obtain any material refusal of
license or imposition of sanctions and/or any measure taken by the Government whatsoever which renders it impossible or impractical for BITS to perform its obligation
under this Agreement including BITS or its factory obtaining supplying license (including import license for raw material and parts) requisite and adequate for i ts planned
production schedule.
8. ASSIGNMENT: Save as expressly provided in this Agreement, Customer shall not assign or otherwise transfer this Agreement or any of its rights and obligations
hereunder, whether in whole or in part without the prior written consent of BITS.
9. GOVERNING LAW, DISPUTE & JURISDICTION: All disputes & questions whatsoever which shall arise between the parties hereto or afterwards, touching any clause or
matter herein contain, shall be referred to sole arbitrator to be appointed by the Company Secretary of BITS. All such arbitration proceedings shall be held in Delhi and shall
be in accordance with and subject to the provision of The Arbitration and Conciliation Act, 1996.Any disputes arising from this Agreement will be governed and construed in
accordance with laws in force in India and shall be subject to the exclusive jurisdiction of the courts at New Delhi.
10. ENTIRE AGREEMENT: This Agreement together with any attachments signed by both Parties shall constitute the entire binding Agreement between BITS and the
Customer. This Agreement supersedes all prior agreements and understandings between the parties and constitutes the entire agreement be tween the parties relating to
the subject matter hereof. No addition to or modification of any provision of this Agreement shall be binding upon the parties unless made by a written instrument and
signed by a duly authorised representative of each of the parties. Overriding, conflicting or additional terms mentioned in Customers Purchase Order shall not apply unless
these are specifically agreed in writing by BITS..