8/1/23, 9:26 PM Incident Details

1617078 - Non-compliance of Service Level Agreement (SLA) / unsatisfactory performance against a Service Contract
the value of contract is more than Rs. 5 lakh

Severity SEVERE
Status ACTION TAKEN Buyer
Order No GEMC-511687795602205 Ministry of Railways
Invoice No Select NA
Sub Category Monthly Basis Cab & Taxi Hiring Services N/A
North Western Railway
Issue Raised By North Western Railway ( BUYER)
Raised Against JAI MAA KARNI ENTERPRISES ( SELLER)
Seller
SCN Sent Yes
JAI MAA KARNI ENTERPRISES
Description:
Date
The firm did not start the work on contract start given date i.e. 28.05.2023, the firm has
written that did not start work as per SLA given in the contract order. Thus the firm breach Created on: 30/05/2023 07:23:06 PM
the SLA did not follow the SLA issued by GTC of GeM, which the contract order issued to Last Modified on: 21/06/2023 01:01:52 AM
the firm was terminated. Due to this the time of the buyer has been wasted and the work of
the office and the officer has been disrupted. Therefore, take action to get the firm
blacklisted / debarred as per the rules.

Incident Responses
System Admin (SYSTEM) Took action 21/06/2023 address to JAI MAA KARNI ENTERPRISES
Your account has been Suspended from 21/06/2023 to 05/08/2023 due to Auto Action by System.

System (SYSTEM) added a comment 16/06/2023 address to JAI MAA KARNI ENTERPRISES
Showcause notice was not responded within 5 days. Please respond to Showcause notice within next 5 days, failing which system will take action against your
account and the account will be suspended as per incident management policy

System Admin (SYSTEM) sent show cause 10/06/2023

https://incident.gem.gov.in/incident/print.jsp?incidentId=VFZSWmVFNTZRVE5QUVQwOU9HTm1ZbVZrT0dZNVpUSmpZMll3TnpReE16WmlPVFprWkdZMVlqTmxNRGs9 1/2
8/1/23, 9:26 PM Incident Details

It has been reported to GeM (Incident Number 1617078) that there has been non-compliance of Service Level Agreement against order# GEMC-
511687795602205 for DP/L1 the value of which is more than Rs. 5 lakh on GeM.This kind of infringement on your part is affecting service standards, which you
have agreed while registering in the portal. This infringement is a severe deviation as per Incident Management Policy of GeM.You are required to provide your
reply/comments within the initial 5 (five) calendar days of issue of this notice, in case no response is received,then you will be provided a final 5 (five) calendar
days to provide your reply/comments,failing which auto action willl be taken by the system against your account in accordance with the IM policy.Kindly Note that
upon receipt of this Notice you are required to acknowledge the same, failing which you will not be allowed to do any other activity on GeM.It is to notify you that
as per GeM GTC and GeM Incident Management Policy, all of your Seller entities using same PAN would be equally impacted by the action taken against you
for your default / deviation under this incident. All your related entities under same PAN are therefore put under notice with this Show Cause Notice.

Manoj Kumar Meena (BUYER) escalated to GeM 10/06/2023 address to GeM Admin
The firm did not start the work on contract start given date i.e. 28.05.2023, the firm has written that did not start work as per SLA given in the contract order.
Thus the firm breach the SLA did not follow the SLA issued by GTC of GeM, which the contract order issued to the firm was terminated. Due to this the time of
the buyer has been wasted and the work of the office and the officer has been disrupted. Therefore, take action to get the firm blacklisted / debarred as per the
rules.

System (SYSTEM) added a comment 07/06/2023 address to North Western Railway

Incident is due for escalation. If the mentioned deviation is resolved please close the incident or else if the issue is not resolved please escalate the incident.

https://incident.gem.gov.in/incident/print.jsp?incidentId=VFZSWmVFNTZRVE5QUVQwOU9HTm1ZbVZrT0dZNVpUSmpZMll3TnpReE16WmlPVFprWkdZMVlqTmxNRGs9 2/2