Contractual Obligations
The Service Provider shall be expected to ensure the highest standards of service. The Service Provider shall adhere to the Service Level Requirements (SLR) as mentioned below. The Service Levels shall be measured on a monthly basis. The penalties shall be applicable and computed on a monthly basis.
1. Application Processing and Delivery Timelines
| Sl. No. | Service | Service Level Requirement | Penalty for Non-Compliance |
|---|---|---|---|
| 1 | Acceptance of application | Applications must be accepted during ICAC hours with zero downtime. | BHD 5 per hour of downtime beyond 2 hours in a month |
| 2 | Document Verification | To be completed and submitted to Embassy within stipulated timelines. | BHD 10 per application delayed |
| 3 | Data Entry | Within 4 hours of receipt of application | BHD 5 per application delayed |
| 4 | Biometric Enrollment | Should be enrolled and linked with application ID | BHD 10 per mismatch/loss of data |
| 5 | Dispatch to Embassy | Same/Next Working Day | BHD 10 per day delay per batch |
| 6 | Delivery to Applicants | As per agreed SLA (e.g., same day/next day) | BHD 5 per day of delay per document |
2. IT Infrastructure & Uptime
| Sl. No. | Service Description | SLA | Penalty |
|---|---|---|---|
| 1 | Uptime of Application Software | Minimum 99.5% monthly | BHD 100 per 0.1% drop below 99.5% |
| 2 | Uptime of Biometric Systems | Minimum 99% monthly | BHD 50 per 0.1% drop below 99% |
| 3 | Downtime > 4 hours | Immediate restoration expected | BHD 20 per hour beyond 4 hours |
3. Manpower Deployment
| Sl. No. | Description | Requirement | Penalty |
|---|---|---|---|
| 1 | Trained manpower at ICAC | 100% availability during operational hours | BHD 10 per person per day of absence without substitute |
| 2 | Number of counters operational | As per approved floor plan | BHD 50 per counter per day shortfall |
4. Cleanliness & Maintenance
| Sl. No. | Parameter | Service Level | Penalty |
|---|---|---|---|
| 1 | Cleanliness of ICAC | Daily cleaning and hygiene | BHD 10 per day of complaint |
| 2 | Maintenance of Equipment | All equipment in working order | BHD 5 per equipment per day of non-functioning |
5. Security & Confidentiality
| Sl. No. | Aspect | Requirement | Penalty |
|---|---|---|---|
| 1 | Document Security | No loss or misplacement | BHD 100 per instance |
| 2 | Data Privacy | No breach of data | BHD 500 per breach; may lead to contract review/termination |
| 3 | Access Control | Only authorized personnel | BHD 50 per violation |
6. Reporting & Communication
| Sl. No. | Parameter | SLA | Penalty |
|---|---|---|---|
| 1 | Daily MIS Reports | Before 10 AM next working day | BHD 10 per delayed report |
| 2 | Incident Reporting | Within 1 hour | BHD 20 per delayed report |
| 3 | Applicant Query Resolution | Within 2 working hours | BHD 5 per delayed resolution |
7. Courier & Logistics
| Sl. No. | Description | Requirement | Penalty |
|---|---|---|---|
| 1 | Courier Tracking | Real-time tracking and updates | BHD 5 per missing/delayed update |
| 2 | Delivery Failures | Not more than 2% of total dispatches | BHD 10 per instance beyond 2% threshold |
8. Feedback & Grievance Redressal
| Sl. No. | Parameter | SLA | Penalty |
|---|---|---|---|
| 1 | Grievance Resolution | Within 2 working days | BHD 10 per delayed grievance |
| 2 | Feedback Analysis | Monthly sharing with Mission | BHD 20 per missed submission |
9. Training & Knowledge Management
| Sl. No. | Training Type | Requirement | Penalty |
|---|---|---|---|
| 1 | Induction Training | Before staff deployment | BHD 20 per untrained staff |
| 2 | Refresher Training | Every Quarter | BHD 50 per missed session |
10. Penalty Cap
- The cumulative monthly penalties shall not exceed 10% of the total monthly invoice amount.
- Repeated violations for 3 consecutive months may lead to contract termination.