RFP for EeGP(EXCISE e-GOVERNANCE PROJECT) - AP Online

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apts RFP – Excise e-Governance Project (EeGP) for Prohibition & Excise Department Confidential and Proprietary Annexure D Service Level Agreement ( SLA) In order to achieve its objectives, the proposed EeGP system is required to meet certain key service levels which needs to be ensured by the IA during the development and maintenance period. • SLA Definition & Measurement As this project is a System Integration project, the implementation portion of the Agreement between Department and the selected IA will be in the form of a Service Level Agreement, as provided in this Schedule of the Master Services Agreement (MSA). The SLAs specifies the expected levels of services to be provided by the IA to the stakeholders of the Project. This expected level is also called the baseline service level. Payment of the Charges payable to the IA is linked to the compliance with the SLA metrics laid down in the table provided as Appendix A to this Schedule of the MSA. A set of parameters has been identified to ensure the desired performance level of EeGP system. The table lists out the baseline performance level, method of measurement and how low high performances will be treated. The IA will get 100% of payment if the baseline performance metrics are complied. The IA will get lesser payment in case of a lower performance on any parameter as detailed in Appendix A. • SLA Metrics The Service Level metrics that define the Service Levels, the method of measurement of each SLA and penalty for not meeting the desired performance level are specified in Appendix A of this Schedule. During the contract period, it is envisaged that there could be changes to the SLA, in terms of addition, alteration or deletion of certain parameters, based on mutual consent of both the parties i.e. Department and IA. • SLA Monitoring a. The aforementioned SLA parameters shall be measured on a daily / weekly /monthly /quarterly basis as per the individual SLA parameter requirements, through appropriate SLA Measurement tools to be designed by the IA for the purpose and audited by a 3rd party for accuracy and reliability. b. If the performance of the system/services is degraded significantly at any given point in time during the contract and if the immediate measures are not implemented and issues are not rectified to the complete satisfaction of Department or an agency designated by them, then Department will have the right to take appropriate corrective actions including termination of the contract. APTS : One Stop-Shop Solution provider for e-Governance. Page: 100 of 124
apts RFP – Excise e-Governance Project (EeGP) for Prohibition & Excise Department Confidential and Proprietary c. The SLAs defined in this Schedule of the MSA, shall be reviewed on an annual basis as Department decides after taking the advice of the IA, Department and other agencies. All the changes would be made by Department after consultation with the IA. • APPLICABILITY OF THE MSA Apart from the provisions as set out in this schedule, the terms and conditions stated in the MSA shall apply mutatis mutandis to this SLA. In the event of a conflict in interpretation of any Article in the MSA and the SLA, the provisions of the MSA shall prevail. Appendix A SLA Critical Service Portal Applications& Services Portal & Services Availability Target availability monthly based on minutes court per month measured daily Guaranteed availability yearly Portal and Services Response Time (peak hours) Measured on the Portal LAN to eliminate network delays Coverage Hours 24/7/365 24/7/365 Minimum Performance 99.7% 99.7%
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RFP for EeGP(EXCISE e-GOVERNANCE PROJECT) - AP Online

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