Professional Documents
Culture Documents
RFP Remote Call Center Services
RFP Remote Call Center Services
RFP Remote Call Center Services
ISSUE DATE
MOB/CCT/25/06/15-023
25th June 2015
REQUEST FOR
PROPOSAL
FOR
REMOTE CALL
CENTER SERVICES
Table of Contents
1
Executive summary.................................................................3
RFP Documents.......................................................................4
Scope Of Work.........................................................................7
RFP Details..............................................................................8
Bid Bond..................................................................................9
Schedule of Prices.................................................................10
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Executive summary
MOBITEL (PRIVATE) LIMITED
Introduction
Mobitel was originally formed by Sri Lanka Telecom PLC and
the Telstra Corporation of Australia in 1993. It was
subsequently turned into a joint venture between the two
companies in 1996, and in 2002 Sri Lanka Telecom became
the sole owner of Mobitel. Currently, Mobitel is the second
largest mobile phone service provider in Sri Lanka and has a
customer base approximating to 5 Million.
Parent Company
Sri
Lanka
Telecom
PLC
(SLT)
is
the
dominant
telecommunication provider in Sri Lanka, with a fixed line
market share of above 50% and is the largest company in
terms of market capitalization. It is listed on the Colombo
Stock Exchange and has a turnover in excess of Rupees 50
billion per annum, one of the highest annual turnovers in Sri
Lanka. It has an established, industry leading strategic partner
as one of its shareholders namely Global Telecommunication
Holdings (GTH) which owns 44.9% of the shareholding of SLT.
Furthermore, SLT enjoys the strong support of the Government
of Sri Lanka, which owns the balance 49.5% of SLT.
In 1996, SLT acquired a 40% interest in Mobitel, and in
October 2002 the company acquired the remaining 60% from
Telstra Corporation, Australia. With the acquisition of Mobitel,
the group became the first integrated operator in Sri Lanka
capable of offering fixed line, data and mobile services to its
retail and corporate customers.
Mobitel Overview
The alliance of Mobitel and SLT has changed the existing
paradigm of mobile communications in Sri Lanka to a more
customer-focused service. With the current expansion of GSM,
UMTS, LTE Networks, Mobitel will be able to increase the
present coverage and capacity.
The current GSM, UMTS and LTE platforms provide a host of
services such as mobile broadband using LTE, HSPA, GPRS
multimedia messaging and information on demand services in
addition to the basic voice and SMS services. Further, Mobitel
is in the process of implementing Wi-Fi and has already
launched the latest technology, LTE at certain selected
locations of the Country . These new implementations ensure
In strict commercial confidence
of 81
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RFP Documents
ITEM DESCRIPTION
This RFP is for Procurement of Remote Call Center Services by Mobitel (Pvt) Limited.
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3.1 Definitions
In this document, the following terms shall be interpreted as indicated.
Mobitel/MOBITEL means the Sri Lanka Telecom Mobitel Private Limited in the
Democratic Socialist Republic of Sri Lanka.
Chief Executive Officer means the person for the time being holding or acting in
the office of the Chief Executive of Mobitel or any other Authorised Officer.
Contract means the agreement that will be entered into between Mobitel and the
successful Contractor to provide remote call centre Services to Mobitel
Contractor or Bidder means a company or firm offering to provide remote call
centre Services under this RFP to Mobitel;
Proposal or Bid means the proposal made by the Bidder
Coordinator means the person or persons duly authorised by the Chief Executive
Officer to co-ordinate with the Contractor in matters relating to the Service
contemplated under this RFP.
Contract Price means the price payable to the Contractor under the Contract for the
full and proper performance of its contractual obligations.
Notice to Proceed" means the written notice issued to the Contractor by Mobitel to
commence the Service.
Effective date of Contract means the date on which the Contractor receives the
Notice to Proceed. In case Mobitel specifies a date to commence work on the
Notice to Proceed, then the effective date of Contract shall mean such date as
specified in the Notice to Proceed.
Proof of Concept or POC means the secure integration of the Contractors
system with the existing Mobitel Telecommunications/IT System to provide the
Services in terms of this RFP.
Service Manager means the person who will be nominated by the Contractor in
writing to act as the Contractors representative for the execution of the Service.
Service means to provide call centre services in accordance with the Technical
Specifications and the Functional Requirements stipulated in Annexures 1 and 4
respectively, at the prices quoted in the Price Schedule prepared in accordance with
Annexure 2
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Site means where the Contract shall have its infrastructure facility from which the
Services are provided.
Purchaser's Country means the Democratic Socialist Republic of Sri Lanka.
Subcontractor means a natural or legal person who will enter into an agreement
with the successful Contractor to carry out certain parts of the main contract on behalf
of the successful Contractor.
Technical and Functional Requirement means requirements given in annexures 1,
The RFP price means the price quoted by the Contractor under this RFP for the full
and proper performance of the scope of work.
In this document, unless the terms & conditions here in contained otherwise required,
the following terms shall be interpreted as indicated, and singular words shall include
the plural and vice versa and words importing persons shall include
Corporations/firms, etc.
The technical terms and conditions used in this RFT which are not defined, shall have
the same meaning given to the same in the telecommunication industry.
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Scope Of Work
The Manager Procurement of Mobitel (Pvt) Limited, 108, W. A. D. Ramanayake
Mawatha, Colombo 2, Sri Lanka will receive Proposals for Procuring Remote Call
Center Services.
The Technical specifications, Price Format and Functional Requirement for the
Procurement of Remote Call Centre Services are attached to this document as
Annexure 1, Annexure 2 and Annexure 4 respectively The table given below should
be completed by the Bidder for each clause in this General Terms and Conditions,
Annexure 1 and Annexure 2 .All the terms and conditions stated herein below are
mandatory, the Bidder must comply with the terms and conditions given in this RFP.
Following should be noted when marking compliance for the RFP Clauses including
General, Technical and Functional.
1. The compliance shall be stated clearly whether it is Yes, No or Partial.
a. Yes = Full Compliance
b. No = No Compliance
c. Partial = Partial Compliance
2. Partial compliance shall be explained with a brief description as to specify what
is in compliance and what is not in compliance.
3. If the compliance status is marked as Yes and it is accompanied with remarks, it
is considered as Partial Compliance.
Yes/No/Partial
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RFP Details
(b).
(H) Three (3) separately password protected (Password should be given at the time of Bid
Proposal submission) soft copies of above (F) I and (F) II, in MS office suite shall be
submitted to Mobitel with formulas used intact. (files given in PDF formats shall not
be accepted),
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(I) The Proposal documents shall only be handed over to the Manager Procurement or
his nominated representative of Mobitel (Pvt) Ltd, 108 W. A. D. Ramanayake
Mawatha, Colombo 2. Sri Lanka no later than the day as indicated in the RFP
Document by an authorized representative on behalf of the Bidder, capable to
establish Legal capacity to represent the Bidder.
6.1 All offers shall be held good for acceptance for a minimum period of 120 days from
the date of closing of this RFP.
6.2 All prices indicated in the Schedule of Prices prepared in accordance with Annexure 2
shall be firm and not be subjected to increase within the validity period of offer
specified in (6.1) above.
7
Bid Bond
7.1 Each Bid Proposal shall be accompanied by a Bid Bond to the value indicated in the
RFP Data Sheet, undertaking that the offer will be held valid for the validity period
and that the offer will not be withdrawn during that period. Such security shall be in
the form of a Bank Draft or a Bank Guarantee issued by a Commercial Bank in Sri
Lanka, and payable to Mobitel (Pvt) Limited. The Bid Bond shall be valid for One
Hundred and twenty days (120) from the date of closing of Bids and should be
substantially in accordance with the specimen at Annexure 5. Failure to submit the
Bid Bond at the time or before the closing of the Bids and in accordance with above
said requirements may result in the Proposal being rejected. Bid securities from
unsuccessful Bidders will be returned to them after an award is made to the
successful Bidder. The Bid Securities of the successful Bidder will be returned to
them after receipt of the performance bond.
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Schedule of Prices
8.1 Bidder shall follow the instructions and pricing format specified in Annex 2 in
preparing the schedule of prices.
8.2 Prices indicated in the schedule shall be firm and shall not be subjected to increase.
8.3 Scalability of pricing
8.3.1
Services provided shall be scalable and pricing provided for such Services shall
be in accordance with such scalability so that Mobitel is able to change
configuration without incurring any out of proportion expense.
9.1 All Proposals should contain adequate particulars in respect of the Services offered.
Documents which the Bidder must submit are specified in the Technical Requirement
document (Annexure 1.)
9.2 The Bidders must submit the profile of the company, published/audited financial
statements for past 3 years, the current market share with proof, a list of customers
and contact details of reference customers.
9.3 All Proposals should contain adequate particulars in respect of the Services offered.
Other documents, which the Bidder must submit, if any, herein.
9.4 All proposal documents shall become the property of MOBITEL and shall not be
returned to the Bidder.
10 Power of Accept or Reject Offers and Intimation of Acceptance
10.1
10.2
Chief Executive Officer of MOBITEL reserves the right to reject any or all
Proposals, without adducing any reason.
10.3
MOBITEL reserves the right to - make the award to more than one Bidder.
Bidders are required to fully co-operate with other selected Bidder(s) to collectively
fulfil the objectives and requirements of the Contract.
10.4
A Letter of Intent (LoI) under the hand of the Chief Executive Officer or the
Manager Procurement will be sent by registered post/hand delivered letter to the
successful Bidder/Bidders to the address given by him in the Proposal document as
soon as possible after the decision has been made.
10.5
10.6
Mobitel intends to enter in to a two year Contract with the Service provider
for providing call center services with an option for premature termination with 4
months notice
11.1
The Bidder shall not, without Mobitels prior written consent, disclose any
document, any specification, plan, drawing, pattern, sample or information furnished
by or on behalf of Mobitel in connection therewith to any person other than a person
employed by the Bidder in the performance of work relating to this offer. Disclosure
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to any such employed person shall be made in confidence and shall extend only so
far, as may be necessary for purposes of such performance.
11.2
11.3
The Bidder shall not, without Mobitels prior written consent, make use of
any document or information enumerated in Clause 11.1 except for purposes of
performing the Service in terms of this offer.
11.4
11.5
It is agreed that a violation of any of the provisions of this clause will cause
irreparable harm and injury to Mobitel, and Mobitel shall be entitled, in addition to
any other rights and remedies it may have at law and in equity, to an injunction
enjoining and restraining the Bidder from doing or continuing to do any such act and
any other violation or anticipatory violation of this provisions stated herein.
11.6
All the Bidders shall sign a Non-Disclosure Agreement with Mobitel in the
format set out in Annexure 3.
12.1
The Bidders or their Agents should not canvas, offer or agree to give or give
any kind of gift, commission, rebate or consideration as an inducement or reward to
any person employed by Mobitel, or any person employed by its shareholders for any
act or omission or for showing any favour and disfavour in relation to Contract,
12.2
Breach of this Clause may be punishable in Law, and shall render the
Proposal invalid and/or enable a Contract to be rescinded.
13 Patent Rights
13.1
The Contractor shall indemnify Mobitel against all third-party claims of all
Intellectual Property rights violations including but not limited to infringement of
patent, trademark or industrial design rights arising in relation to the Services
performed in terms of this RFP.
14.1
14.2
The Contractor shall carry out at its own expense any alterations or remedial
work necessitated by reason of discrepancies, errors or omissions due to the fault of
the Contractor and shall modify the drawings, designs and other written information.
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Accordingly, or in the event if the same were done by or on behalf of Mobitel, the
Contractor shall bear all costs incurred thereby in agreement with Mobitel.
14.3
The Contractor shall supply all the information and documents directly
relevant to the Service as per the quoted in the commercial submission If any other
optional and relevant information exists in technical submission, more than what is
included in the commercial submission such additional information shall be clearly
given separately. If any information in relation to any optional items provided in the
commercial submission, such items shall be clearly defined as Optional in the
technical submission.
15.1
15.2
15.3
Mobitel has the right to order additional services more than the initially
awarded within the availability period (2 Years from date of awarding the contract) at
the same discounted price given by the Contractor.
15.4
Mobitel has the right to order services less than which is indicated in the
BOQ.
15.5
No Party shall be the exclusive supplier to Mobitel even if the total Contract
is awarded to one Contractor.
16 Technical experience
16.1
The Proposal should give all the past experience references which should
include the purchasers name, platform used, services rendered , performance
benchmarks and the capacity serviced.
16.2
The Proposal should give the current Market share information of the Bidder.
16.3
The Proposal should give the Bidders past experiences in providing the
Service in a Telco environment.
17 Performance Bond
17.1
17.2
The proceeds of the Performance Bond shall be payable to Mobitel for the
Contractors failure to complete its obligations and as a security against the Advance
Payment. Mobitel may at its discretion extend the validity period of the performance
Bond dependent on the extension of work schedules.
17.3
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acceptable to Mobitel, in the form provided in the RFP documents (Annex 6). The
said bank guarantee shall remain in force for the duration of the Contract.
18 Sublet of Contract
18.1
The Contractor may not sublet or assign any part of the Service to be
performed hereunder without the prior written approval of Mobitel. Mobitel reserves
the right to refuse to recognize a Power of Attorney issued by the Contractor to any
person authorising such person to carry out the project on the Contractors behalf.
19 Insurance
19.1
The Contractor shall at its own expense arrange for and effect all necessary
insurance policies against all losses and/or damages for which it may be held
responsible.
20 Indemnification
The Contractor shall fully indemnify and keep indemnified Mobitel, its officials,
officers, employees, and agents against all losses, claims, demands, expenses, and
liabilities with respect to its obligations herein or otherwise for loss of business ,
goodwill, spherical, indirect, consequential or incidental damages, whether in tort or
in contract consequent to any failure to perform, or for delay or any other cause
whatsoever attributable to the Contractor.
21 Payment
21.1
The terms and conditions of payment will be based on the payment terms
and/or financial proposal given by the Contractor in accordance with Annexure 2,
Price Schedule (Bill of Quotations).All the prices should be given in LKR.
22.1
The Contractor is required to warrant that the Equipment and Software and
all items of equipment used for services to be provided to Mobitel do not, alone or in
combination with each other, infringe any patent or other intellectual property rights
and the Contractor shall defend and indemnify and hold indemnified Mobitel
completely and at all times from all damages, costs and expenses of the alleged
infringement of any patent or other intellectual property rights, including awards of
final judgement, settlement by order or court may be assessed or imposed against
Mobitel on account of such infringement.
22.2
The Contractor shall defend Mobitel at the Contractor's own cost any or all
such suits or proceedings. If the Equipment and Software or any item thereof is held
to constitute an infringement in such action, the Contractor at his own expense
replace such infringing items with non-infringing items so that they can provide
continuous Services to Mobitel without any infringement.
23 Change Orders
23.1
Mobitel may at any time, by a written notice given to the Contractor to make
changes within the General Scope of the RFP in any one or more of the following but
not limited to that:
a
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23.2
23.3
23.4
If any such Change Order causes an increase or decrease in the cost of, or the
time required for, the Contractors performance of any part of the Service under the
Contract, an equitable adjustment shall be made in the Contract Price or delivery
schedule, or both and the Contract shall accordingly be amended. Any claims by the
Contractor for adjustment under this clause must be asserted within thirty (30) days
from the date of Contractors receipt of Mobitels change order.
24 Subcontracts
24.1
24.2
24.3
24.4
24.5 If Mobitel performs any Services for the Contractor on behalf of the Contractor, the
Contractor shall still be liable to Mobitel for such services performed.
25 Delays in Contractors Performance
25.1
The Contractor in accordance with the time schedule agreed shall perform the
Services.
25.2
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25.3
26 Liquidated Damages
26.1
Subject to Clause 25, at any time if the Contractor fails to perform the
Services within the time period(s) specified in the Contract, Mobitel shall, without
prejudice to its other remedies under the Contract, deduct from the Contract Price, as
liquidated damages, a sum equivalent to 0.75% of the delivered price of the delayed
or unperformed Services and 0.75% of the delivered price of the impacted part of the
service due to such delay for each week of delay until actual delivery or performance,
up to a maximum deduction of 10% of the Contract Price and 10% of the impacted
part of the system. Once the maximum is reached, Mobitel shall have the right to
terminate the Contract. Any liquidated damages shall be deducted from the money
payable to the Contractor.
26.2
For the failure to meet Service Level Agreement in the Service, Contractor
shall be charged as damages of per day 10% of the Monthly fee. If there is consistent
failure to meet the Service Level Agreement, Mobitel shall have the right to terminate
the contract with 30 days notice.
26.3
27.1
27.2
The Contractor may be allowed to claim extension of the time limits as set
forth in the Work Schedule in case of:
a
27.3
Notwithstanding Clause 25.2 here above, the Contractor shall not be entitled
to an extension of time for completion, unless the Contractor, at the time such
circumstances arise, has immediately notified Mobitel in writing of any delay that it
may claim as caused by circumstances pursuant to Clause 25.2 here above, and, upon
request of Mobitel, the Contractor shall substantiate that delay is due to the
circumstances referred to by the Contractor.
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28.1
After placing the order for performing the Services contemplated hereunder,
if the contractor anticipates at any time that the Contractor will be unable to execute
the Contract within the time specified in the Contract, Contractor shall at once give
notice accordingly in writing, to the Chief Executive Officer of Mobitel (Pvt) Ltd.
108, W.A.D. RamanayakeMawatha, Colombo-02, Sri Lanka explaining the causes of
the delay and such Contractors will be disqualified for further orders.
29.1
If the Contractor fails to perform the Services within the time period(s)
specified by the Contract, or any extension thereof granted by Mobitel pursuant to
Clause 27 of General Conditions of Contract;
Or
If the Contractor fails to perform any other obligation(s) under the Contract
Mobitel may, without prejudice to any other remedy for breach of the Contract, by
written notice of default sent to the Contractor, terminate the Contract in whole or in
part. Such notice shall deem to be notice of termination.
29.2
30 Force Majeure
30.1
30.2
Neither party shall be liable to the other for loss or damage sustained by such
other party arising from any event referred to in this Clause 30 or delay arising from
such event.
30.3
The term "Force Majeure" as employed herein, shall mean acts of God,
strikes, lock-outs or other industrial disturbances, acts of the public enemy, wars,
blockades, insurrection, riots, epidemics, landslides, earthquakes, tsunamis, storms,
lightning, floods, washouts, civil disturbances, explosions and any other events not
within control of either party and when by the exercise of due diligence neither party
is able to overcome.
30.4
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31 Governing Language
31.1
31.2
If any printed documents written in any other language are furnished, the
English translation shall have to be certified by the relevant embassy or High
Commission.
32.1
The RFP and any Contract resulting there from will be governed by and
construed in accordance with the laws of the Democratic Socialist Republic of Sri
Lanka and shall be subject to the exclusive jurisdiction of Sri Lankan Courts and
Arbitration tribunal.
33.1
The Parties shall use their best efforts to settle any dispute difference or
question between them arising out of any resulting Contract in an amicable way. The
subject matter shall be discussed in good faith.
33.2
If however, the subject matter remains in dispute despite the Parties efforts to
settle the dispute in question either party may submit the matter to arbitration as set
out below
33.3
All disputes differences or questions between the Parties with respect to any
matter arising out of or relating to any resulting Contract shall be finally settled
under the Rules of Conciliation and Arbitration in accordance with the provisions of
the Arbitration Act No 11 of 1995 and the rules of the Arbitration Centre of the
Institute for the Development of Commercial Law and Practice, in Colombo (Sri
Lanka) by three(3) arbitrators appointed in accordance with the said Rules and
proceedings and the proceedings shall be conducted in the English language.
34 Correspondence
34.1
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Any deviation request against the conditions mentioned above has to be addressed to
the CEO and copied to the aforesaid official(s) nominated by Mobitel in writing.
If the Bidder wishes to make any queries regarding the RFP the Bidder should follow
the Specific format given in Annexure 2 for such purpose.
35 Taxes and Duties
35.1
If applicable Value Added Tax (VAT) , payable in Sri Lanka by the Contractor
relating to the execution of the Contract shall be borne by Mobitel.
35.2
35.3
However personal income tax and corporate income tax of the Contractor, the
Contractors employees or his subcontractors payable whether in Sri Lanka or outside
Sri Lanka shall not be borne by Mobitel.
35.4
35.5
35.6
36 Acceptance
Proof of Concept Test (POC Test) In order to determine the compliance with the
requirements of Technical and Functional Requirements including integration, the
Contractor shall carry out a Proof of Concept Test in accordance with the Technical
and functional requirements as set forth in Annexure 1 and 4. All such tests shall be
performed by the Contractor and shall be witnessed by Mobitel. If the Proof of
Concept Test fails, contract shall be terminated without any obligation on the part of
Mobitel. If the Proof of Concept Test is successful but may be qualified or may have
annexed to it an agreed list of outstanding items that are not in compliance with the
requirements of the Contract. The timetable for the remedy of such outstanding items
shall be 3 months. If the outstanding items are not cleared within the specified period,
Mobitel have the option of rejecting the Services for which the Conditional POC was
issued.
36.1
All expenses incurred (including testing, apparatus and technical staff) in the
execution of POC Test shall be borne by the Contractor.
37 Warranty
37.1
The Contractor shall warrant to Mobitel that Services provided under the Contract
will comply strictly with the Contract, shall be first class in every particular case and
shall be free from defects.
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35.3
a) It has the legal right/lawful authority and/or necessary approval to submit a proposal
under this RFP and/or enter into a Contract in pursuance of this RFP
Or
b) There is no legal requirement imposed on the Contractor to obtain approval from any
authority to submit a proposal under this RFP and/or enter into a Contract in
pursuance of this RFP
1 In the event the Contractor is required to obtain necessary approvals for the provision
of Services in terms of this RFP, the Contractor shall duly obtain the same.
38.1
The Contractor shall ensure that its system used to integrate with the existing
Mobitel Telecommunications/IT System guarantees data integrity & security using
methods such as, but not limited to encryption, https, etc.
38.2
The Contractor must guarantee that the data collected by it in performing the
Services contemplated hereunder will not be disclosed or used for any other purpose
which may be harmful to Mobitels business strategies.
38.3
The Contractor and its employees shall safeguard all the information it/they
access and shall not disclose to any party which has no authority to have access to
such information. The Contractor shall always be guided by the guidelines provided
by Mobitel in respect of confidentiality of the information available to it.
39 Protection of Existing
Interoperability.
Telecommunications/IT
System,
Integration
and
39.1
During the integration period, the Contractor shall pay special attention to the
protection of the existing telecommunications/IT System from damage or
interference.
39.2
39.3
The Suppler shall ensure that standard interfaces shall be used for the points
of interface.
39.4
39.5
39.6
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39.7
If there is any unplanned down time the Contractor shall be liable to pay a
penalty.
39.8
40.1
40.2
The Contractor shall indemnify Mobitel against all losses and claims for such
injuries, deaths or damages, and against all claims, demands, proceedings, damages,
costs, charges and expenses in respect of or in relation thereto.
40.3
41 Responsibilities of Mobitel
Mobitel will at its discretion give reasonable assistance for the following:
41.1
42 Responsibilities of Bidder
42.1
General Conditions are mandatory and all the Bidders shall comply with the
General Conditions. The Bidder shall submit a letter in accordance with Clause 10.4
of this General Conditions. The Bidders shall comply with all the requirements given
in the Technical Specifications and Commercial requirements, Annexures 1,2, and 4
in this RFP and execute the contract to the satisfaction of Mobitel, according to the
implementation schedule provided by Mobitel. The successful Bidder shall be
required to enter into the standard Mobitel Contracts. This RFP and the Response
shall form part of the Contract.
42.2
The contractor shall ensure that the employees of the Contractor are suitably
qualified and trained to provide the Service in terms of the functional requirements
laid down in Annex 4 herein and shall ensure that professionalism, and proper
telephone etiquette is observed in performing the Service.
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42.3
42.4
The Contractor shall not at any time provide any information/ material
regarding any competitor of MOBITEL or any material/ information, which has a
conflict of interest with MOBITEL.
42.5
The Contract shall be liable for all actions and omissions of its employees
committed whilst acting in the course of their employment and shall make good any
losses and/or damages suffered by MOBITEL as a result of such actions and
omissions.
42.6
The Contractor shall be solely liable for all payments including all salaries,
remunerations, compensations and statutory dues in respect of the employees
recruited by the Contractor to provide Services in terms of this RFP. The Contractor
shall also keep Mobitel indemnified against all claims, losses, liabilities or damages
arising as a result of claims made by employees or any other third Party in respect of
such payments.
42.7
The Contractor shall ensure that any details, relating to Mobitel or its
subscribers are handled with confidentiality and are not misused and/or
misappropriated.
42.8
The Contractor shall bear all its costs, payments, license fees (from its own
revenue
42.9
The Contractor shall be accountable and held responsible for all losses and/or
damages suffered by Mobitel due to the failure of the Contractor to duly render its
services in accordance with the terms of this RFP and the contract entered into in
pursuant of the same.
42.10
The Contractor shall indemnify Mobitel (Pvt) Ltd. against any claims by or in
respect at any employee of the Contractor under the Workmen's Compensation
Ordinance or any other statutory enactments , thereof.
43 Oral Presentation
43.1
Mobitel, at its sole discretion, may ask the Contractor to make an oral
presentation without charge to Mobitel at Mobitel facilities.
44 Demonstration of Service
44.1
Mobitel, at its sole discretion, may ask the Contractor to demonstrate the
Service at Mobitel facilities without charge to Mobitel. Mobitel will allow as much as
a half day for Contractor demonstrations.
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44.2
45 Commercial Terms
45.1
The Contractor shall follow the guidelines listed below when designing the
Proposal. All the prices shall be strictly quoted in LKR. Technical Proposal shall not
carry any commercial information.
45.2
45.3
45.4
45.4.1 The Vendor shall specify the applicable volume discounts for services..
45.4.2 Vendor shall provide a list of all the Free of Charge items, which will be provided
with the services
45.5
45.5.1 MOBITEL reserves the right to reproduce as many paper and electronic copies as
necessary for its own use, free of charge.
45.5.2 The Contractor shall provide to Mobitel any documents or updates of any
documents (including softcopies) that are relevant to Mobitels current business
processes and procedures, free of charge. The chosen Contractor shall state when
such updates are available.
46 RELATIONSHIP
46.1
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Voice Requirements
SEC Pop UP for customer call information .(CTI Window may deploy after all
the integration done with CRM)
SIP Connectivity for agent registering with IP PBX (IP level permissions and
Ports should assign accordingly)
Client PC Requirements
Metro Ethernet 20Mbps Capacity for 80 Agents, which should expandable if the
number of agents are to be increased
Vendor should provide all the network infrastructure facilities including the
following:
Twenty (20) Mbps Ethernet link between Mobitel & the supplier for Data/Voice
communication
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Price in LKR
Below 6,000
6,000 6,499
6,500 6,999
7,000 7,499
7,500 7,999
8,000 8,499
8,500 8,999
9,000 9,499
9,500 9,999
10,000 10,499
10,500 10,999
11,000 11,499
11,500 11,999
12,000 12,499
12,500 12, 999
13,000 13, 499
13,500 13, 999
14,000 14,499
14,500 14,999
15,000 and above
Page
Price in LKR
Below 6,000
6,000 6,499
6,500 6,999
7,000 7,499
7,500 7,999
8,000 8,499
8,500 8,999
9,000 9,499
9,500 9,999
10,000 10,499
10,500 10,999
11,000 11,499
11,500 11,999
12,000 12,499
12,500 12, 999
13,000 13, 499
13,500 13, 999
14,000 14,499
14,500 14,999
15,000 and above
Page
Price in LKR
Below 999
1,000 1,499
1,500 1,999
2,000 and above
Out bound Calls (Language Skills English, Sinhala, Tamil)
Number of Calls per day
Price in LKR
Below 4,499
4,500 4,999
5,000 5,499
5,500 5,999
6,000 and above
Notes:
1. All charges shall be stated in LKR (Sri Lankan Rupees).
2. Validity of offer - 120 days from closing date of Proposal.
3. Credit period 30 days
(30 days will be counted from the date that the invoice is submitted to Mobitel Payments
Section)
4. Commercial proposal should clearly indicate the prices and the applicable taxes
separately and should be signed by an Authorized Signatory of the Company with the
company seal.
5. A letter needs to be submitted stating compliance to the draft agreement in Annexure
7 along with your commercial proposal.
Page
1 And
MOBITEL (PRIVATE) LIMITED a Company incorporated under the
Companies Act, No.7 of 2007 under the Registration No. PV 9478 and, having
its registered office at 108, W.A.D. Ramanayake Mawatha, Colombo 02, Sri
Lanka (hereafter referred to as Mobitel which expression shall include,
unless explicitly excluded, MOBITEL (PRIVATE) LIMITED, its
successors-in-interest and permitted assigns) of the OTHER PART.
2
WHEREAS
..
..
3
is
engaged
in
4
5
AND WHEREAS the Parties wish to protect and preserve the confidential
and/or proprietary nature of information and materials to be disclosed or made
available by either Party (hereinafter referred to as the Disclosing Party) to
the other Party (hereinafter referred to as the Receiving Party) in
connection with exploring a business opportunity including and not limited to
certain discussions, negotiations or dealings between the Parties (Purpose)
in accordance with the terms and conditions set forth herein;
1.
business relationship between the two parties, it may be necessary for either
party to disclose to the other technical, customer, personnel and/or business
information in written, graphic, oral or other tangible or intangible forms,
clearly marked or labeled "Confidential" or "Proprietary" (or with a similar
legend), including, but not limited to specifications, records, data, computer
programs, drawing, know-how, notes, model reports and samples, idea,
invention (whether patentable or not), process, technique, algorithm, computer
program (source and object code), design, schematic, drawing, formula, data,
product development plan, strategy, forecast and other technical, engineering,
manufacturing, product, marketing, servicing, financial, personnel, human
resources, and other information and materials, such information may contain
proprietary, private or confidential material, or material subject to applicable
laws regarding secrecy of communications or trade secrets [hereinafter
referred to as Confidential Information].
2.
b.
e.
f.
30 of 81
Page
3.
g.
k.
That the Receiving Party shall take all reasonable measures, but in any
event no less than the same degree of care that it uses to protect its own
confidential and proprietary information of similar nature and
importance, to protect the confidentiality and avoid the unauthorized
use, disclosure, publication, or dissemination of Disclosing Partys
Confidential Information.
l.
That the Receiving Party shall not remove, overprint, or deface any
notice of confidentiality, copyright, trademark, logo, legend, or other
notices of ownership from any originals or copies of Confidential
Information it obtains from the Disclosing Party.
Page
a.
b.
c.
d.
e.
f.
g.
4.
Business Relationships.
4.1
Each Party acknowledges that the other Party's employees and contractors are
valuable business assets. Each Party agrees that, during the period until the
Purpose is completed and for one (1) year thereafter, it shall not (for itself or
for any third party) divert or attempt to divert from the other Party any
employee or contractor, through solicitation or otherwise.
5.
Nothing contained in this Agreement shall act to prevent any one or all of the
Parties hereto from concurrently or otherwise discussing or planning similar
projects with non-parties to this Agreement so long as the non-disclosure
aspects of this Agreement are not violated. Neither Party shall discuss or
disclose in writing or by any other means to any third party, any information
knowingly allusive to any Confidential Information.
In strict commercial confidence
32 of 81
Page
6.
7.
8.
9.
This Agreement shall be construed in accordance with the laws of Sri Lanka
and be subject to the jurisdiction of the Courts of Sri Lanka.
10.
11.
This Agreement is the entire agreement between the Parties with respect to
nondisclosure of Confidential Information pertaining to the matters stated
above and suspends all prior agreements and understandings with respect to
this subject. This Agreement shall not be assigned or transferred by either
Party without the prior written consent of the other Party.
12.
Unless terminated earlier by written notice without prejudice to any rights and
obligations of this Agreement, this Agreement shall remain in force for a
period of five years from from the date of signing hereof. Provided however
the provisions relating to Confidentiality shall survive any termination.
13.
Page
The Arbitration will be held in Colombo Sri Lanka and will be conducted in the
English Language.
14.
MISCELLANEOUS
14.1
Witnesses
Signature
Name
1.
..
2.
..
Page
Witnesses:
Signature
Name
1.
..
2.
..
Page
48.1
48.1.1
48.1.1.1
80% of the 1st level Post-paid and Pre-paid calls must
be answered in less than 30 seconds. 90% 1st Level Enterprise
calls must be answered in less than 30 seconds. 80% success
rate for outbound calls.
48.1.1.2
Abandon call rate shall not
incoming calls.
48.1.1.3
The above service levels should be achieved in all
three languages namely English, Sinhala and Tamil
48.1.1.4
Agents answering inbound calls and making outbound
calls should be well conversant and fluent in the chosen
language
48.1.2
48.1.3
48.2
48.3
48.4
48.5
48.6
48.7
Page
Page
Page
Date of Issue:
Colombo 2,
Sri Lanka.
Dear Sirs,
OUR LETTER OF GUARANTEEE.
At the request of we issue the following Performance Bond.
At the request of............................................................................,
We, The duly incorporated
under the Laws of the Sri Lanka with limited liability and
having
its
registered
office..,do
hereby undertake and agree unconditionally and irrevocably and
guarantee to pay on first demand without cavil, argument and or
any requirement by Mobitel (Private) Limited to adduce reasons,
proof or condition and without any objection whatsoever by us, all
moneys that may be claimed and/or demanded by you in relation to
failure to perform obligations under PO No.:
of the Contract concerning the supply of Remote Call Centre
Services we further undertake that, in the event reasons have
been furnished in the said demand, the said reasons provided
therein shall not be questioned or disputed by us.
Every demand hereunder shall be in writing for specific amounts
under the hand of the Chief Executive Officer of Mobitel (Private)
Limited
and
shall
certify
that
the
said..................................................................................... ,
having
become liable to pay for the PO No.:_ of the Contract
concerning the supply of .failed to pay the same when so
requested by or on behalf of the Mobitel (Private) Limited and
shall be
addressed to the Manager Trade Services, the
., at or before 12.00 noon
on...................... Day of, and in case the said expiry date shall
be a bank holiday, then and or 12.00 noon on the first bank normal
working day thereafter.
Our maximum liability hereunder shall not in any event exceed the
sum of LKR**** (Sri Lankan Rupees ***).
Page
This guarantee shall become automatically null and void and cease
to be of any force or avail in law after 12.00 noon on the said expiry
date . Day of ........................(and in case the said date shall be
a bank holiday then after 12.00 noon on the first bank normal
working day thereafter)
and our liability hereunder shall be
completely extinguished after 12.00 noon on the said date (or after
12.00 noon on the first normal working day thereafter, as the case
may be) whether or not the original of this Letter of Guarantee is
returned to us duly discharged except only in respect of demands
for specific amounts formulated and certified in manner aforesaid
and duly received from you by us at our counters at the
. as aforesaid under this
guarantee at or before 12 noon on the Day of
. (or at or before 12.00 noon on the first bank
normal working day thereafter, as the case may be).
We agree that any change or addition to or other modification of the
terms of any contract between the parties shall not in any way
release us from any liability under this guarantee.
This Performance Guarantee shall be governed and construed in all
respects in accordance with the laws the Republic Of Sri Lanka.
Your faithfully,
FOR THE .
DATED AT COLOMBOON THIS .DAY OF 2013.
AUTHORIZED SIGNATORY
Page
ANNEXURE 7
-DRAFT AGREEMENT
BY AND BETWEEN:-
AND
..a
company
duly
incorporated and existing under the company laws of Sri
Lanka
and
having
its
Registered
Office
at..,
Sri
Lanka
[hereinafter referred to as Contractor. ] of the OTHER
PART
AND
WHEREAS
MOBITEL
has
agreed
to
appoint
CONTRACTOR to operate and manage the Call Centre in Sri
In strict commercial confidence
41 of 81
Page
1.
1.1. DEFINITIONS
In this Agreement unless otherwise stated, the following terms
shall have following meanings assigned thereto:(i) Mobile Telecommunication Products shall mean and
include without limitation voice, data and related value added
services and other products provided by MOBITEL for valuable
consideration or otherwise to Customers;
(ii) Call Centre shall mean the facility provided by
CONTRACTOR
at
.Sri
Lanka responsible for responding and providing for Customers
of MOBITEL during the Term of this Agreement;
(iii)
CSR
shall
mean
a
customer
service
representative/agent provided by CONTRACTOR to carry out
the Services exclusively for MOBITEL;
(iv)
Calls shall mean calls pertaining Inbound Customer
Services, Inbound Telemarketing Services and Outbound Calls
as and when required performed by CSRs for and on behalf of
MOBITEL;
In strict commercial confidence
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Page
(xii)
Inbound Customer Services shall mean inbound
telephone support services performed by CSRs exclusively for
and on behalf of MOBITEL and morefully described in Clause
4.3. (i) of this Agreement;
(xiii)
Maximum Abandon Rate shall mean the maximum
amount of Call(s) abandoned and/or unanswered each month
which shall not exceed (three per centum) 3% of the total
amount of Calls for such month.
(xiv)
Modes of Communication shall mean and include
without limitation the following communication facilities and
tools:a) Dedicated Telephone Numbers;0712755777 and 1717
b) or such other mode of communication which may be
introduced by MOBITEL in the future with due notice and
mutual agreement by parties to CONTRACTOR;
In strict commercial confidence
43 of 81
Page
(xv)
Telephone System shall mean the systems provided
by MOBITEL that enables automatic call distribution,
interactive voice menus, call queuing, call recording and other
call centre features required to perform the operation.
(xvi)
Outbound Support and Telemarketing Services
shall mean outbound support and marketing services and calls
performed by CSRs exclusively for and on behalf of MOBITEL
and morefully described in Clause 4.3. (iii) of this Agreement;
(xvii)
Parties shall collectively refer to MOBITEL and
CONTRACTOR and shall individually be referred to as the
Party;
(xviii)
Systems shall initially mean MOBITELs Intelligent
Network (IN) computerized system and others computer
systems that maybe introduced by MOBITEL;
(xix)
Payment shall mean the amounts payable each
month by MOBITEL to CONTRACTOR under and in terms of
Clause 7.1. of this Agreement;
(xx)
Reports shall mean the reports to be provided by
CONTRACTOR to MOBITEL without delay and within the
stipulated timescales under and in terms of Clause 4.14. of
this Agreement;
(xxi)
Rs shall mean the lawful currency of Sri Lanka a
currency in which any and/or all payments under this
Agreement may be made;
(xxii)
Sri Lanka shall mean the Democratic Socialist
Republic of Sri Lanka;
(xxiii)
This Agreement shall mean this written agreement
and any attachment, appendix and/or schedule attached
hereto.
(xxiv)
Term shall mean the period of this Agreement as
stipulated in Clause 3.1. below;
1.2 INTERPRETATION
In strict commercial confidence
44 of 81
Page
(i)
(ii)
Words importing the singular include the plural and vice versa;
and words importing a gender include any gender;
(iii) An
(iv) A
(v)
(vi) Reference
(vii)
(viii)
(ix) Any
Page
1.3
DOCUMENTATION
The Agreement shall consist of the following documents, as amended
from time to time as provided herein,
These Agreement documents a), b) c)and d) shall prevail among themselves according
to the order in which they are listed above.
2.
2.1.
PRINCIPLE
MOBITEL hereby appoints CONTRACTOR and CONTRACTOR
hereby agrees to operate and manage a Call Centre for and on
behalf of MOBITEL to provide uninterrupted twenty four (24)
hour Services on the terms and conditions set forth herein
during the entire Term for and in consideration of the Payments
to be made by MOBITEL specified hereunder and in further
consideration of the due observance and performance of the
mutual covenants, terms and conditions contained herein.
3. TERM
Page
3.1.
This
Agreement
shall
be
valid
for
a
period
of
.years
commencing
from
..2015
and
ending
on
. unless otherwise terminated in
accordance with the provisions of this Agreement.
3.2.
4.3.
Page
4.4.
4.4.1.6. number of fatal calls per day shall not exceed five
percent (5%) of the total call volume monitored per day
and in the event if the number of fatal calls exceed five
percent (5%) of the total call monitored, MOBITEL shall
charge a penalty from CONTRACTOR as provided under
clause 4.7 below.
4.5.
4.6.
Page
g)
4.7.
4.8.
4.9.
Penalty
Penalty
Penalty
Penalty
Penalty
Penalty
for
for
for
for
for
for
Failure of
failure of
failure of
failure of
failure of
failure of
4.10. CONTRACTOR shall at its own cost and expense provide and
maintain the Call Centre or other suitable business
In strict commercial confidence
50 of 81
Page
90%
Monitoring
95%
Transaction
monitoring score
Call tagging
90%
Page
(b)
Page
Page
Page
call handling
4.39. CONTRACTOR shall ensure that CSRs are provided with indepth class room style and side-by-side on the job training on
Mobitels products and services. The class room style training
shall be for a minimum period of one week followed by sideby-side training for a further minimum period of one week
until the CSRs are duly trained and competent in answering
the calls.
4.40. The monthly evaluations on the product knowledge of the
CSRs shall be conducted by the Quality monitoring team of
Mobitel. For the avoidance of doubt, it shall be mandatory that
ALL CSRs take part in the monthly evaluations conducted by
Mobitel.
In strict commercial confidence
56 of 81
Page
Page
5.2.
5.3.
5.4.
Page
5.5.
5.6.
6.2.
Page
MOBITEL shall have the right to review and approve the level of
proficiency to which the CSRs are to be trained by
CONTRACTOR to facilitate the performance of quality Services,
which approval shall not be unreasonably withheld.
6.4.
7. PAYMENTS
7.1.
(i)
Page
Price in LKR
Below 6,000
6,000 6,499
6,500 6,999
7,000 7,499
7,500 7,999
8,000 8,499
8,500 8,999
9,000 9,499
9,500 9,999
10,000 10,499
10,500 10,999
11,000 11,499
11,500 11,999
12,000 12,499
12,500 12, 999
13,000 13, 499
13,500 13, 999
14,000 14,499
14,500 14,999
15,000 and above
Page
Price in LKR
Below 6,000
6,000 6,499
6,500 6,999
7,000 7,499
7,500 7,999
8,000 8,499
8,500 8,999
9,000 9,499
9,500 9,999
10,000 10,499
10,500 10,999
11,000 11,499
11,500 11,999
12,000 12,499
12,500 12, 999
13,000 13, 499
13,500 13, 999
14,000 14,499
14,500 14,999
15,000 and above
Page
Price in LKR
Below 999
1,000 1,499
1,500 1,999
2,000 and above
Out bound Calls (Language Skills English, Sinhala, Tamil)
Number of Calls per day
Price in LKR
Below 4,499
4,500 4,999
5,000 5,499
5,500 5,999
6,000 and above
Page
7.2.
7.3. The Monthly Fees and Excess Call charges are excluding
Government taxes and levies and will be charged at the
prevailing rate at the time of invoice.
7.4.
7.5.
8. EXCLUSIVITY
In strict commercial confidence
64 of 81
Page
8.1.
CONTRACTOR warrants and represents to MOBITEL as follows:(i) That it is a company with limited liability duly incorporated and re-registered under
the laws of Sri Lanka and has the corporate power and authority to carry on its
business as it is being conducted.
(ii)
(iii) That
(iv)
That the Services contemplated herein comply with all the laws and
regulations of Sri Lanka and that the supply and use of the Services does
not constitute a breach of any law or regulation and that CONTRACTOR
has at its own cost and expense obtained due approvals, licenses, permits,
consents or authority for the performance of the Services.
(v)
Page
9.2.
MOBITEL warrants and represents to CONTRACTOR as follows:(i) That it is a company with limited liability duly incorporated and re-registered under
the laws of Sri Lanka and has the corporate power and authority to carry on its
business as it is being conducted.
(ii) That it has the corporate power to enter into and perform
all the terms, conditions, obligations and covenants
contained in this Agreement to which it is a Party and upon
execution of same by CONTRACTOR such terms, conditions,
obligations and covenants shall become valid, legally
binding and enforceable.
10.
EVENTS OF DEFAULT
Page
11. TERMINATION
11.1. Upon the occurrence of an Event of Default, either Party may
terminate this Agreement at any time provided that such Event
of Default remains uncured or not remedied after Thirty (30)
Business Days of such default being notified.
11.2. MOBITEL shall have the right to terminate this Agreement with
Thirty days (30) prior written notice to the CONTRACTOR
without assigning any reason for such termination
Page
Page
14. CONFIDENTIALITY
14.1. Each Party hereto shall maintain strict confidentiality and
secrecy in respect of all information and documentation
received by such Party directly or indirectly pursuant to this
Agreement and neither Party
hereto or their respective
directors, employees, servants or agents shall disclose, reveal
or divulge any confidential information howsoever acquired
pursuant to this Agreement to any third party without the
written consent of the other Party.
14.2.
15. SEVERABILITY
In strict commercial confidence
69 of 81
Page
16. WAIVER
16.1. The failure of either Party to partially or fully exercise any right
or the waiver by either Party of any breach, shall not prevent a
subsequent exercise of such right or be deemed a waiver of
such breach or any other term of this Agreement.
17. ASSIGNMENT
17.1. Neither Party hereto shall assign any of their respective rights
or obligations under this Agreement to any other person or
entity without the express and unanimous prior written consent
of the other Party.
18. AMENDMENTS
18.1. No amendments, changes, alterations or modifications to any
provision of this Agreement shall be effective unless such
changes, alterations or modifications are agreed and reduced to
writing and are signed by the authorized officers of the Parties
hereto.
other party written notice of the event within fourteen (14) days after its
occurrence, such obligations of the party that it is unable to perform by reason
of such event shall be suspended for as long as the inability persists.
19.2.
Neither party shall be liable to the other for loss or damage sustained by such
other party arising from any event referred to in this Clause or delay arising
from such event.
19.3.
The term "Force Majeure" as employed herein, shall mean acts of God,
strikes, lock-outs or other industrial disturbances, acts of the public enemy,
wars, blockades, insurrection, riots, epidemics, landslides, earthquakes,
tsunamis, storms, lightning, floods, washouts, civil disturbances, explosions
and any other events not within control of either party and when by the
exercise of due diligence neither party is able to overcome.
19.4.
Page
Page
If at any time if CONTRACTOR fails to perform the Services within the time
period(s) specified in the Contract, MOBITEL shall, without prejudice to its
other remedies under the Contract, deduct from the Agreement Price, as
liquidated damages, a sum equivalent to 0.75% of the delivered price of the
delayed or unperformed Services and 0.75% of the delivered price of the
impacted part of the service due to such delay for each week of delay until
actual delivery or performance, up to a maximum deduction of 10% of the
Agreement Price and 10% of the impacted part of the system. Once the
maximum is reached, MOBITEL shall have the right to terminate the Contract.
Any liquidated damages shall be deducted from the money payable to the
Contractor.
22.2.
22.3.
Page
IT
24.1.
24.2.
When integrating
CONTRACTORs system with the MOBITEL
telecommunications/IT System, CONTRACTOR shall
ensure that
CONTRACTORs system is capable of integrating into the MOBITEL
existing telecommunications/IT System as it is.
24.3.
CONTRACTOR shall ensure that standard interfaces shall be used for the
points of interface.
24.4.
24.5.
24.6.
24.7.
24.8.
24.9.
Page
CONTRACTOR shall indemnify MOBITEL against all losses and claims for
such injuries, deaths or damages, and against all claims, demands,
proceedings, damages, costs, charges and expenses in respect of or in relation
thereto if any claims are being made.
25.3.
The proceeds of the Performance Bond shall be payable to MOBITEL for the
Contractors failure to complete its obligations.
26.3.
Page
Page
After placing the order for performing the Services contemplated hereunder, if
CONTRACTOR anticipates at any time that CONTRACTOR will be unable
to execute the Agreement within the time specified by MOBITEL in the
Agreement. , CONTRACTOR shall at once give notice accordingly in writing,
to the Chief Executive Officer of MOBITEL (Pvt) Ltd. 108, W.A.D.
Ramanayake Mawatha, Colombo-02, Sri Lanka explaining the causes of the
delay.
29.2.
Page
Within thirty (30) days of receipt of the initial report of the Provisional
Acceptance Tests results, MOBITEL shall notify CONTRACTOR either:
(a)
(b)
1.2.
On receipt of a notice , CONTRACTOR may make representations to
MOBITEL in explanation of disputed results of the Acceptance Tests
and MOBITEL may, if satisfied with explanation, issue a fresh notice
1.3.
When the results of the Acceptance Tests that Goods and Services have
been completed in accordance with the Technical Specifications and
other requirements of the Contract, MOBITEL shall issue a Certificate
of Provisional Acceptance and Goods and Services shall be deemed to
be provisionally accepted.
1.4.
The certificate of Provisional Acceptance may be qualified or may have
annexed to it an agreed list of outstanding items (Punch List) that do
not affect the normal operation and maintenance of Services in
compliance with the requirements of the Agreement, The time for the
remedy of such outstanding items shall be one week. In this latter
case, and pursuant to the list of outstanding items, MOBITEL is
entitled to deduct value of such outstanding item from the
Performance Bond with notice and if not corrected.
1.5.
CONTRACTOR as soon as practicable, remedy the deficiencies indicated in
all such listed items, in any event within One Week of the Certificate
of Provisional Acceptance, so as to ensure full conformity with the
requirement of the Agreement and so long as any such items are
outstanding, CONTRACTOR shall continue to carry the risk in respect
of such items and be responsible for its maintenance.
31. NOTICES
In strict commercial confidence
78 of 81
Page
VALIDITY
33.4. Both Parties hereto acknowledges that they have read and
understood the contents of this Agreement and the legal
implications thereof.
In strict commercial confidence
79 of 81
Page
.
Signature:
Signature:
Name :
Chief Executive Officer
Place
: Colombo, Sri Lanka
Colombo, Sri Lanka
Place
Date :
Date :
WITNESSES:
WITNESSES:
Signature:
Signature:
Name:
Name:
Page