RFP VOL-I.pdf - National Crime Records Bureau

CCTNS Functional & Technical Specificationscover, for which the SI is required to provide costing per component as per the commercialformat.As part of the ATS services SI shall provide:1. SI shall maintain data regarding entitlement for application software upgrades,enhancements, refreshes, replacements and maintenance.2. If the Operating System or additional copies of Operating System are required to beinstalled / reinstalled / de-installed, the same should be done as part of ATS.3. SI should carry out any requisite adjustments / changes in the configuration forimplementing different versions of Application Software.4. Updates/Upgrades/New releases/New versions: The SI shall provide from time to time theUpdates/Upgrades/New releases/New versions of the Application software, operatingsystems, etc. as required. The SI should provide free Updates and Patches of the software andtools to Assam Police as and when released by OEM.5. Software License Management. The SI shall provide software license management andcontrol. SI shall maintain data regarding entitlement for application software upgrades,enhancements, refreshes, replacements, and maintenance.6. SI shall have complete manufacturer‘s technical support for all the licensed softwareproblems and/or questions, technical guidance, defect and non-defect related issues. SI shallprovide a single-point-of-contact for software support and provide licensed software supportincluding but not limited to problem tracking, problem source identification, problem impact(severity) determination, bypass and recovery support, problem resolution, and managementreporting.7. The SI would be responsible for arrangements with Manufacturer for all the technicalsupport which shall at a minimum include but not limiting to online technical support andtelephone support during the Assam Police‘s business hours (Business hours in Assam Policewill be from 0700 hours to 2300 hours from (Mon-Sat) with access for SI to themanufacturer‘s technical support staff to provide a maximum of 4 hour response turnaroundtime. There should not be any limits on the number of incidents reported to the manufacturerby SI as part of provisioning of support services to Assam Police. SI shall have access to theonline support and tools provided by the manufacturer as well as should have 24x7 access toa variety of technical resources including the manufacturer‘s knowledge base with completecollections of technical articles specifically for Assam Police.Assam Police Page 185