FMS - GAIL

1.7 SERVICE LEVEL REQUIREMENTS (SLR)
GAIL IT Infrastructure shall be operational for 24 hours a day, 7 days a
week, throughout the year. The availability of different category of
equipments and overall availability of all the systems covered under this
contract, viz. network, networking hardware, servers, PCs, Printers, UPS,
Peripherals etc. shall be as per clause no. 1.8 for calculation of service level
requirements of different category of IT devices.
1.8 CALCULATION OF AVAILABILITY
1.8.1 The equipment shall be treated as ‘not available or down’ from
the time the call is registered through M/s CA supplied Help desk
software Package or through phone / e-mail till the time
equipment is repaired and restored to the user to his / her
satisfaction. The details of response time are indicated
under”Resolution Time”.
1.8.2 Calls that require escalation to vendors like connectivity
providers, hardware Maintenance calls for Systems under
Warranty, application package related calls etc. will not be
considered for down time calculations till the time these problems
get resolved and Systems becomes operational by respective
vendors.
1.8.3 Up-time / availability of individual systems will be monitored on a
day to day basis and shall be computed on quarterly basis.
1.8.4 In case, a suitable working substitute of defective equipment has
been provided by the Contractor, the equipment shall be
treated as ‘available’ for the purpose of calculation of availability.
1.8.5 Time lost due to electrical / environmental problems and time
used in carrying out Preventive Maintenance activities of Systems
at any site will be excluded for the purpose of calculation of
availability.
1.8.6 Call pertaining to most critical devices has to be closed within SLR
irrespective of the time the call is registered. However, for calls
pertaining to Less Critical Devices, if the call is registered in late
afternoon (after 1630 hrs.) on the day preceding GAIL’s closed
holiday and call could not be closed on the same day, the holidays
will not be considered for non-performance deductions, subject to
the condition that, on holidays or beyond working hour, the
equipment was not made available to the contractor.
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