MPED-X-Routing-Tender20080721 - Madhya Pradesh State Excise

Components
A
B
Hardware, software systems at MPED DC ((including Modems, LAN, WAN
connectivity, etc.)
Hardware, software systems At all MPED Offices (including Modems, LAN, WAN
connectivity, etc.)
The above matrix for response and resolution service levels will be
subject to the following terms and conditions
(i) Firstly all the indicators are measured/ calculated every month;
thereafter consolidation will be done for each Quarter.
(ii) Support Calls also include the calls that require escalation to
vendors like hardware call, application related calls.
(iii) The Vendor will have to resolve 98% of calls within defined time
limits. This will be the criterion of FM Performance. However,
repeated calls (more than 4 in a quarter) of similar nature shall
attract penalty for downtime at the same location.
(iv) Breached time lines shall be treated as downtime.
7.27.4 Terms and Conditions
7.27.4.1 Network Availability
(ii)
(iii)
(iv)
(v)
(vi)
Network Availability is defined as end-to-end connectivity and
accessibility on the network.
In case of Leased Line/WAN Link Management, a trouble ticket
will be generated after logging a call with Bandwidth Provider;
and Vendor for the same will do follow up, to make it restored at
the earliest.
A complaint No.will be generated when a complaint is lodged.
This call logging shall also be automated through E-mail /
Telephone. Time is recorded from that point onwards till the point
the complaint is resolved or The Competent Authority confirm,
whichever is earlier.
If the problem is pertaining to network, then this duration will be
treated as outage. Overall Link outage owing to problems related
to last mile connectivity would also be attributable to Vendor.
Scheduled and Preventive Maintenance should be planned only
on Non-business hours or Sundays or Holidays. Scheduled and
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