GSA/OP/01/17“General ICT Support to GSA”

LOT1 – “General IT Services Support”

ANNEX I.H.1 to the Tender SpecificationsService Level Agreement

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Contents

I. Acronyms and abbreviations.........................................................................................................1

II. Quality and performance parameters...........................................................................................1

a. General ICT Services..................................................................................................................2

i. Contract management...........................................................................................................2

ii. On-call Standby support (remote/on-site) service.................................................................3

iii. Minor HW/SW purchasing service.........................................................................................4

iv. Minor HW/SW leasing service...............................................................................................4

v. Liquidate Damages applicable for FTFP Tasks and Services...................................................4

vi. ICT specialist – Request procedure........................................................................................5

vii. Procedure to replace a specialist.......................................................................................6

viii. Offsite backup storage.......................................................................................................6

V. Final provisions..............................................................................................................................7

I. Acronyms and abbreviationsCV Curriculum VitaeFTFP Fix Time Fix Price projectFWC Framework ContractMD Man dayNBD Next Business DaySLA Service Level AgreementMD Man Days

II. Quality and performance parameters During the execution of the FWC and the specific contracts, the Contractor and the GSA shall adhere strictly to the provisions of this Service Level Agreement. The requirements and parameters mentioned herein shall be understood as the minimum requirements of the GSA without additional flexibility, therefore any non-compliance from the Contractor may be may be requested to pay liquidated damages.

In each of the quality and performance tables below you will find two columns for Liquidate Damages:

Liquidated Damages suggested by the GSA Liquidated Damages proposed by the TendererThis column indicates a minimum requirement of what the GSA would expect from the Tenderer

This is the actual proposal and commitment of the Tenderer, it might copy or follow the GSA example or a completely different compensation may be proposed.

This column will be part of the Framework contract and therefore fully binding.

The tenderer is welcome to propose additional regulations, KPIs and liquidated damages not listed in this initial proposal. The overall set of Liquidated Damages proposed and committed to by the Tenderer will be scored as part of the Qualitative Evaluation of the tenders.

The actual application of the liquidated damages is within the discretion of the GSA given the severity of the problems and impact caused by the anomalies.

The tenderers are requested to fill-in all the yellow fields in the following tables.

III. Contract personnel Role Tenderer GSAContract Manager Name

Working HoursPhoneEmail

NameWorking HoursPhoneEmail

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Deputy Contract Manager NameWorking HoursPhoneEmail

NameWorking HoursPhoneEmail

Issue Escalation NameWorking HoursPhoneEmail

NameWorking HoursPhoneEmail

On-Call Standby Support NameWorking HoursPhoneEmail

NameWorking HoursPhoneEmail

IV. Services

a. General ICT Services

i. Contract management

Requirements Anomalies Liquidated Damages suggested by the GSA

Liquidated Damages proposed by the Tenderer

The designated Contract Manager or his deputy must be reachable on every working day1

E-mails or phone calls not answered on the next business day

1% of the Basic service price for the month with the anomaly, for each anomaly occurrence.

In case of a pending operational problem, the Contract manager or his deputy or a person designated by them as responsible for the problem must be respond to calls or e-mails within 30 minutes2

E-mails or phone calls not answered as requested

5% of the Basic service price for the month with the anomaly

Meeting agenda shall be submitted to GSA at least 24 hours before meeting start

Non-compliance 1% of the Basic service price for the month with the anomaly

Draft meeting minutes must be submitted to the GSA within 72 hours after

Non-compliance 1% of the Basic service price for the month with the anomaly

1 Contractor’s holiday schedule2 Prague holiday schedule, on working days between 8:00 and 20:00

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meeting end

Final meeting minutes must be submitted at the latest on the 2nd business day following the receipt of GSA comments

Non-compliance 1% of the Basic service price for the month with the anomaly

Draft monthly reports must be submitted to the GSA at the latest on the 5th business day of the following month

Non-compliance 1% of the Basic service price for the month with the anomaly

Final monthly reports must be submitted at the latest on the 3rd business day following the receipt of the GSA comments

Non-compliance 1% of the Basic service price for the month with the anomaly

Monthly reports must be delivered without calculation errors, and free of incorrect statements.

Repetitive non-compliance, after notification by GSA procurement officers

5% of the Basic service price for the month with the anomaly

ii. On-call Standby support (remote/on-site) service

Requirements Anomalies Liquidate Damages suggested by the GSA

Liquidate Damages proposed by the Tenderer

The designated standby service must be reachable within the declared working hours

Standby service not reachable and no call back within 30 minutes

5% of the Basic service price for the month with the anomaly

Once activated, the remote and/or on-site intervention must be performed without delay, unless agreed otherwise with the GSA

Non-compliance 50% discount on the work

Required competence In case of Specialist’s failure to resolve the issue.

No payment (including mission costs)

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iii. Minor HW/SW purchasing service

Requirements Anomalies Liquidate Damages suggested by the GSA

Liquidate Damages proposed by the Tenderer

Identify a potential supplier and provide an offer to the GSA within 5 business days after a request3

Non-compliance 1% of the Basic service price for the month with the anomaly

Submission of a binding order to the supplier within 2 business days following the GSA acceptance of the offer

Non-compliance 1% of the Basic service price for the month with the anomaly

iv. Minor HW/SW leasing service

Requirements Anomalies Liquidate Damages suggested by the GSA

Liquidate Damages proposed by the Tenderer

Identify a potential supplier and provide an offer to the GSA within 5 business days after a request4

Non-compliance 1% of the Basic service price for the month with the anomaly

Submission of a binding order to the supplier within 2 business days following the GSA acceptance of the offer

Non-compliance 1% of the Basic service price for the month with the anomaly

v. Liquidated Damages applicable for FTFP Tasks and Services

Requirements Anomalies Liquidate Damages suggested by the GSA

Liquidate Damages proposed by the Tenderer

3 This may be waived by the GSA in justified cases like for example when a supplier is known to be usually late or the Tenderer can prove a delay on the side of its supplier4 This may be waived by the GSA in justified cases like for example when a supplier is known to be usually late or the Tenderer can prove a delay on the side of its supplier

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Completion of task (SC) within the agreed deadline.

Late delivery5 1% of the total price for the SC, per each day of delay.

Example:Delivery 11 days after deadline will result in the price for the SC to be cut by 10%

Delivery and successful operational readiness of service within the agreed deadline.

Late delivery and/or incomplete operational readiness.

1% of the total price for the service, per each day of delay.

In case of MD billing, 5% of MD rate for each day overdue, up to 50% of total MD price.

Example:In service provision taking 20 specialist MDs, in case of 5 days delay, only 75% of the total MD price will be covered by GSA.

vi. ICT specialist – Request procedure

Requirements Anomalies Liquidate Damages suggested by the GSA

Liquidate Damages proposed by the Tenderer

Candidate ready to work on requested day.

Late start readiness 50% of his daily rate per each day of delay

Example:Starting 3 day late, will result in MD rate to be cut for the first 3 days by 50%.

vii. Procedure to replace a specialist

In case of GSA dissatisfaction with an expert after he has started to work, a substitute must start to work within 30 working days, after an official request for replacement. If a replacement is requested

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by the Contractor, the substitute must start to work within 10 working days after the departure of the previous specialist.

Requirements Anomalies Liquidated Damages suggested by the GSA

Liquidated Damages proposed by the Tenderer

Substitute ready to work within 20 working days if replacement not requested by the Contractor

Substitute starting later 25% of his daily rate per each day of delay

Substitute ready to work within 5 working days if replacement requested by the Contractor

Substitute starting later 50% of his daily rate per each day of delay

viii. Offsite backup storage

Requirements Anomalies Liquidated Damages suggested by the GSA

Liquidated Damages proposed by the Tenderer

Pick-up media set with the requested frequency

The media pickup service does not arrive in agreed, pre-defined time

Reduction of price proportionally to the number of executed and expected pick-ups

Delivery of all media sets to the GSA site upon a call, on 24/7 basis

Failure to deliver in the agreed time which is6:

Failure to authenticate and verify the request

No payment for offsite backup service for the whole month when this anomaly occurred

50% of the price for offsite backup service for the whole month when this anomaly occurred

V. Final provisionsAll non-compliances shall be recorded in the monthly reports delivered by the Contract manager to the GSA.

6 The Tenderer is supposed to fill in this field the committed delivery time in hours, GSA expects 4 hours as maximum

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The Tenderer/Contractor acknowledges and agrees that in addition to and without prejudice to the termination and cancellation rights of the GSA under the FWC GSA/OP/01/17, the GSA reserves the right to terminate the FWC in case of repeated non-compliance with this SLA on basis of FWC article I.18.4. Any termination in accordance with this provision is not considered a termination for convenience.

The Tenderer acknowledges that the SLA will form integral part of the FWC (annex II.XII), therefore its terms will be binding for the Tenderer/Contractor.

Name, position, date and signature of the Tenderer’s duly authorised representative

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