1. Agreement Overview

This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between the buyer and Catering Service provider.

The purpose of this agreement is to facilitate implementation of Catering Service at the buyer’s premises. The service provider would provide the required equipment and personnel for the mentioned shifts as per the requirements of the buyer.

This Agreement outlines the scope of work, Stakeholder’s obligation and general terms and conditions of all services covered as they are mutually understood by the stakeholders.

The Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders.

1.1. Stakeholders

The four main stakeholders associated with this SLA are:

1) Service Provider(s)

2) Buyer

3) Paying Authority

4) Statutory/Compliance Authority

The responsibilities and obligations of the stakeholders have been outlined in this document. The document also encompasses payment terms and penalties in case of non-adherence to the defined terms and conditions. It is assumed that all stakeholders would have read and understood the same before signing the SLA.       

1. Objective and Goals

The objective of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent delivery of service to buyer by service provider.

The goals of this Agreement are to:

• Provide clear reference to service ownership, accountability, roles and/or responsibilities
• Present a clear, concise and measurable description of service provision to the customer
• Establish Terms and Conditions for all the involved stakeholders
• To ensure that both the parties understand the consequences in case of termination of services due to any of the stated reasons

The agreement can also be modified on the mutual agreement of all the involved stakeholders

Thus, the agreement will act as a reference document that both the parties have understood the aforementioned terms and conditions and have agreed to comply by the same.

1. Service Agreement

3.1. Service Scope

The Service Provider shall provide Catering Services in the Buyer’s premises as per details given below. The services like cleaning, maintenance, disposal of garbage, provisioning of Potable drinking water or other materials/ consumables etc are also applicable under the Catering Services.

3.1.1. Service Requirements

1. During the period of agreement the Service Provider shall be fully responsible for entire catering arrangement at the Buyer Department.

1. The Service Provider shall provide catering services in the Dining Area and/or administrative building premises of the Buyer Department as per the service order and for the number of people mentioned by the Buyer.

1. The Services would be as mentioned below (Menu in appendix)
2. Morning Tea / Coffee : 9:30A.M.  – 10:00 A.M.
3. Buffet Breakfast – Veg/Non-Veg :  9:30A.M. – 11:00 A.M.

• Buffet Lunch- Veg/ non-Veg :12:30 P.M – 02:00 P.M

1. Evening Tea with Snacks/Biscuit :  4:30A.M. – 05:00 P.M.
2. The Service Provider, however, shall be required to adjust/change the above timings as and when required depending upon the requirements of the Buyer Department.
3. The Service Provider shall provide varieties in Menu/Cuisine in consultation with Buyer Department and shall get the weekly menu approved from authorized officer of Buyer Department.
4. The Service Provider shall provide adequate crockery, dispensers, serving utensils, hot/ cold Buffet chafers, table cloth and mats etc. of approved superior quality in the kitchen and dining halls.
5. The Service Provider shall deploy adequate catering staff, trained and well experienced to ensure timely, efficient and prompt service. The Service Provider shall provide trained manpower services both in the dining hall and Administrative building (class rooms, conference rooms, VIP Lounge and Auditorium etc.). However, sufficient manpower shall be deployed depending upon the number of programs/events in progress on a day to day basis. The Service Provider may use the pantry rooms available in the Administrative building for the purpose.
6. Serving of potable drinking water from the source to the dispensers and water coolers placed at all locations at the Buyer Department shall be the responsibility of the Service Provider.
7. The waiters/serving staff shall be well dressed, presentable, well-mannered and trained.
8. The Service Provider shall arrange for any special type of equipments and apparatus if required for during catering service at his own cost.
9. The Cafeteria shall remain open on all working days. Also, on the weekends/holidays, as and when required by the Buyer Department, catering service should be offered.

3.1.2. Quality Maintenance

1. The Service Provider shall be well equipped to undertake Hygiene audit on daily basis and report shall be submitted to Buyer Department. They shall also undertake independent hygiene and quality audits as and when deemed necessary.
2. The eatables served by the Service Provider to the Guests shall be completely hygienic, free from any sort of adulteration or foreign ingredients etc.
3. Vegetarian and Non Vegetarian dishes shall be prepared and served separately.
4. All vegetables, fruits etc. used shall be fresh and not rotten or overripe. Milk and milk products such as curd, yoghurt, cheese etc. shall be of good quality and must be prepared and served fresh. All the items being used shall be stored properly and served before their expiry date. The Service Provider shall be responsible for maintaining hygiene and safety of cooking /serving area and the catering staff deployed.
5. Non-vegetarian dishes shall be prepared from fresh and good quality egg, chicken, mutton, Fish or other sea foods as desired by the buyer and the same shall be purchased from the standard authorized shop. The pieces of non-vegetarian items shall not be too small or too big. Un-necessary shreds and small bone pieces shall be removed. The non-vegetarian items shall be washed and marinated properly before cooking.

 

3.1.3. Maintenance of Cafeteria/ Dining Hall

1. The Service Provider shall prepare and serve the breakfast/lunch/dinner/tea/snacks, as per Menu, in a pleasing and presentable manner. White clothes and colored frill clothes required for covering the serving table and dining tables shall be provided by the Service Provider.
2. Disposable paper napkins (of approved quality)/Cloth napkins shall be placed along with each plate while serving food.

3.2. Terms and Conditions

3.2.1. Buyer’s Obligations

1. This Buyer Department shall provide a small room/space for supervisor & storage of materials etc. to the Service Provider free of cost during the period of contract. No name of Service Provider shall be allowed on the room and nobody will be allowed to stay in the office unnecessarily after office hours without permission.
2. The Buyer Department shall provide sufficient running water or stored water for coking/cleaning purposes and electricity for the appliances at no extra cost to the Service Provider.

3.2.2. Service Provider’s Obligations

1. The Service Provider shall provide all serving utensils, crockery, dispensers, hot/ cold Buffet chafers, table cloth, mats, glass wear and all other equipments required for running the canteen and serving the food decently at his own cost.
2. The Service Provider shall provide all the raw materials (fruits, vegetables, dairy, spices etc) and packaged food items for cooking/serving.
3. The Service Provider should follow the instruction of Canteen committee of the Buyer Department for the following:-
   1. Catering arrangement
   2. Raw materials being used
   3. Quality and quantity of the eatable and drinks served
   4. Condition of fittings and fixtures
   5. Sanitary arrangement and cleanliness
   6. Hygiene of the canteen staff /worker
   7. Sample checking of receipt of purchase

3.2.3. Special Terms and Conditions

1. The Service Provider will maintain its gadgets & equipment etc. in good working conditions with all safety measures at its own cost and expenses.
2. All persons, employed by the Service Provider shall be medically fit for handling food and certified for fitness before engagement by the Service Provider.
3. The Service Provider shall devote his full attention to the work of Catering and shall discharge its obligations under the agreement most diligently and honestly.
4. The Agency shall submit in the prescribed format on a daily basis a checklist for the maintenance of Catering Services as given in
5. Service Provider shall provide summer and winter uniforms, identity card, name badges and safety items/kits, shoes etc. to its staff working in the Buyer Department. They would also ensure wearing gloves and hair covers while cooking and serving food.
6. It shall be the Service Provider’s responsibility to take protective measures to protect the property and persons and prevent accidents during the contract period.
7. A senior level representative of the Service Provider shall visit Buyer premises at least once-a-day and review the service performance of its personnel. During the weekly visit, Service Provider’s representative will also meet the Buyer’s officer dealing with services under the contract for mutual feedback regarding the work performed by his personnel and removal of deficiencies, if any, observed in their working. The day-to-day functioning of the services shall be carried out in consultation with and under direction of the Buyer Department.
8. The Service Provider shall not deploy or shall discontinue deploying the person(s), if desired by the Buyer and must ensure prompt replacement of the personnel without any additional cost to the Buyer. The personnel being deployed shall ordinarily be continued and should not be changed without written intimation and consultation with Buyer.
9. The Service Provider shall maintain good standard of food quality/services as indicated. In case the quality of food/services is not found up to the mark, a warning note shall be issued to the Service Provider specifically indicating the discrepancy. The performance of the Service Provider will be reviewed on monthly basis and applicable penalty would be applied in case the services are not found up to the mark.
10. The Authorized officer/Committee of the Buyer shall be the sole authority to decide and judge the quality of the service rendered by the Service Provider and all other matters and his decision shall be final and binding.
11. The Service Provider shall ensure that the food items supplied are as per Government standards. If at any point of the time any penalty is imposed by the Government Authority i.e. by Food Inspector of Food Department, the same shall be borne by the Service Provider.

3.3. Penalty and Termination

#	Service level agreement	Penalties for non-compliance
1	Non deployment of total manpower mentioned in the contract as per the date of joining/ Absent without approval	Penalise the Service Provider by 1% of the Monthly billed amount per personnel per incident
2	If the employee is found responsible for any theft, loss of material/ articles and damages	Immediate payment in actual /replacement , equivalent to the value of the article theft/lost/damaged as decided by the buyer depending on the gravity of the act. Also the manpower responsible to be replaced.
3	If the employee is found responsible for disobedience/ misconduct	Warning/counselling/Immediate replacement within 2 days or Rs 500 fine to be levied as decided by the buyer depending on the gravity of the act
4	Hygiene and Quality Concerns as per Appendix A.2	Penalise the Service Provider by 1% of the Monthly billed amount per personnel per incident
5	Repeated concerns in the audit as per Daily Quality Checklist in Appendix A.3	Penalise the Service Provider by 1% of the Monthly billed amount per personnel per incident.
6	Cumulative Penalty	Cumulative Penalty cannot exceed more than 10% of the total contract value.

• 
  Appendices
  • Appendix: Eligibility Criterion for Service Provider

SR No.	Criteria	Basics for evaluation	Supporting Documents Required
1	Legal Entity	Valid Legal Entity	Certificate of Incorporation and Articles of Association of the Participant in case of Company /Limited Liability Partnership Agreement in case of LLP
2	Certificates	Valid Service Tax, VAT, Income Tax and PAN no.	·         Valid Service Tax Registration Certificate ·         VAT Certificate ·         Income Tax Return for the last three Financial years
3	Average Annual Turnover during the last three financial years generated from AMC	The details have to be created in the biddable parameters by the GeM authority and the service provider has to fill up while offering the services.	Extract from Audited / Certified financial statements and balance sheets for the last three years as per financial year of participating Service Provider or certificate from Chartered Accountant and authorized signatory.
4	Geographical presence of the firm/company	The requirements are specified for each service.	List of the service centers to be uploaded in the registration form in the GeM website by the service provider.
5	ISO Certificate	ISO 9001:2008 Certificate,	Copy of valid ISO certificates to be uploaded in the GeM website by Service Provider.
6	Service Provider  should be an established experienced	The Service Provider must have full cycle implementation experience of Catering Service in at least one CPSE/ Government Organization in last three years.	Completion certificates from the client or may be uploaded in the website by the service provider.
7	Banning proceedings pending against the service provider	While creating the registration form for the service provider declarations on the non-existence of any banning proceedings against the service providers have to be obtained through digitally signed	The service providers have to inform the banning proceedings against them if any faced during the validity of the service period immediately to the user Departments so that the remedial actions can be initiated by the user Departments.

• 
  Hygiene and Quality Audit

	Food Preparation
1	Food indexing- the menus are being decided to ensure food variety	Yes	No
	Food Safety
2	Is the food prepared properly under hygienic conditions	Yes	No
3	Are the prepared items covered properly	Yes	No
4	Proper cleaning of the utensils	Yes	No
	Kitchen/Pantry Hygiene
5	Floors are hygienically clean	Yes	No
6	Walls are dust /damp free	Yes	No
7	Furniture is regularly cleaned	Yes	No
8	Washing area provides hygienic environment	Yes	No
9	Cooking counter is adequately clean	Yes	No
	Condition of Equipment in Food Preparation
10	Work worthy	Yes	No
11	Clean	Yes	No
12	Safe to handle	Yes	No
	Food Handler's Health
13	Periodical health check up done or not	Yes	No
14	Nail are cut clean and healthy	Yes	No
15	Head gears/caps are worn	Yes	No
16	Gloves are worn	Yes	No
17	Smoking, eating or chewing of tobacco, zarda, gutka etc spitting are strictly prohibited – Prohibition observed or not	Yes	No
	Hygiene of Eating Place
18	Floor is hygienically clean	Yes	No
19	Walls are dust/damp free	Yes	No
20	Furniture is regularly cleaned	Yes	No
	Food Quality
21	Palatability is tasted by the Service provider’s Representative	Yes	No
22	Freshness and warmth of the food served up to the mark	Yes	No
	General
23	Exhaust System is working	Yes	No
24	Garbage disposal is done regularly	Yes	No
25	Drainages system is functioning	Yes	No
26	Washing area provides hygienic environment	Yes	No
27	Service counter(s) are adequately clean	Yes	No

• 
  Daily Quality Checklist- Cafeteria

Sl No.	Issue	Observation		Remarks
1	Raw material received are branded ones and stored properly	Yes	No
2	Food prepared properly and stored properly under
3	Hygienic conditions
4	Prepared items covered properly
5	Utensils are properly cleaned
6	Floors are hygienically cleaned
7	Kitchen staff are in uniform
8	Service Boys are in uniform and wearing gloves and caps
9	Potable Drinking water arrangements neatly done
10	Utensil washing area is properly maintained
11	Dining hall and Tables in cafeteria properly cleaned and dressed up
12	All items as per Menu provided
13	All items in orderly manner and are in a
14	presentable manner
15	Fingernails trimmed and clean
16	Bathing daily
17	Storage area/ fridge is clean
18	Exhaust system is working
19	Garbage disposal done regularly
20	Drainage system is functioning
21	Flies present in Kitchen and Dining Area
22	Fly Catcher working satisfactorily
23	Insect or Spider web seen in Kitchen and Dining Area
24	Any Other Observation
25	Overall

• 
  Appendix: Food Menu

1. Breakfast

Juices - Fresh/Canned Seasonal Fruit Juice/Canned Tomato Juice

OR

Fresh Fruit Platter - (Min. two Seasonal fruits)

Breakfast Cereals - Wheat Flakes/Corn Flakes with Hot / Cold Milk

Eggs - Boiled/masala/plain Omelette

Bread - Brown / White Toast/ Hash Brown with Butter, Jam and Sauce

Main Course - Idli/Dosa with Sambhar and Coconut or TomatoChutney/ or Stuffed Paratha and Curd / Aloo Puri orCholley Bhatture

Tea/Coffee/Milk

1. Lunch/Dinner

Soup- 1

Salad- 2 types

Main Course- 1 Curry (Veg), 1 Curry (Non-Veg),

1 Dry Vegetable (Veg), 1 Dry (Non-Veg)

Pulses – 1 Dal/Sambhar     

Rice-Steamed Rice/ Navarattan Pulao/ Zeera Rice/ Veg Pulao/ Lemon Rice etc

Bread- Chapatis to be handmade

Curd- Plain/Raita

Achaar+ Papad+Chutney

Dessert- 1 Indian Sweet

1. Evening/Morning Tea- with Biscuits

Tea &Coffee

                 2 Biscuits- Branded Standard Size salted Biscuit two Pieces/ Branded standard   sweet Biscuits two Pieces each time

1. Evening/Morning Tea- with Snacks

Tea &Coffee

2 Biscuits- Branded Standard Size salted Biscuit two Pieces/ Branded standard   sweet Biscuits two Pieces each time

              Snacks- Paneer Pakora/ Dhokla/ Onion Kachori/Samosa/Mix Pakoda etc

Declaration

(On the letter head of the Service Provider)

1. This is to certify that I/We before signing the special terms and conditions have read and fully understood all the terms and conditions and instructions contained therein and undertake myself / ourselves abide by the said terms and conditions.
2. I/We will abide by the Minimum Wages Act Contract Labour Act etc. as applicable from time to time for the workers employed. Bonus, Gratuity, PF and ESI if applicable will have to be borne by us. The number of persons employed will be adequate to provide quick and efficient service.
3. I/We shall provide quality services to the buyer with amenities as mentioned in the said terms and conditions.
4. I / We agree that I / We have no objection if enquiries are made to our clients to verify the facts submitted by us.
5. I hereby certify that the above firm has not been ever blacklisted by any Central / State Government / Public Undertaking / Institute on any account.
6. I/we also certify that the above information is true and correct in any every respect and in any case at a later date it is found that any details provided by us are incorrect, any contract given to the above firm may be summarily terminated and I / We are liable to be debarred and blacklisted.