Maintenance and Technical Support Services SLA for Bank-wide Lenovo Laptops

Maintenance and Technical Support Services SLA for Lenovo laptops are invited by SBP Banking Services Corporation in Karachi, Sindh under IT & Office Equipment and IT Software & Licenses categories. This contract covers comprehensive maintenance and technical support for Lenovo ThinkPad L14 G2 and G4 laptops deployed across SBP, SBP BSC branch offices, NIBAF, and DPC offices nationwide. The service period spans from March 2026 to January 2029, including free parts replacement and labor. The scope includes onsite support, preventive maintenance, firmware/software upgrades, and backup equipment provision within defined reporting and resolution times based on location severity levels. The supplier must have OEM partnership, trained staff, and support facilities in major cities. The contract requires strict adherence to service level agreements with penalties for delays. The technical requirements emphasize timely response, replacement of faulty parts, and maintenance of operational efficiency. The supplier must provide a detailed manpower and spares availability plan within two weeks of contract signing. The contract mandates compliance with all applicable laws, tax regulations, and confidentiality clauses. The supplier must submit a 5% performance guarantee and a bid security of PKR 600,000. Payment will be made biannually in Pakistani Rupees upon satisfactory service delivery. Bidders must be registered with FBR, on the Active Taxpayer List, and not blacklisted. The tender follows the Public Procurement Rules 2004, Rule 36(b), with bids submitted electronically via EPADS. The bid validity is 140 days. The contract price is fixed but subject to adjustments for tax changes during the contract period. Submission deadline is 27 February 2026 at 11:00 AM, with bid opening at 11:30 AM the same day. The physical address for correspondence is the General Services Department, SBP BSC, 3rd Floor BSC House, I.I Chundrigar Road, Karachi. Pro-Tip: Ensure original bid security is submitted physically before the deadline to avoid disqualification. Also, carefully review the detailed technical compliance forms and minimum eligibility criteria to avoid common pitfalls in documentation and qualification.