RFP VOL-I.pdf - National Crime Records Bureau

CCTNS Functional & Technical Specificationsimmediate measures are not implemented and issues are not rectified to the completesatisfaction of the state / UT or an agency designated by them, then the state / UT willhave the right to take appropriate disciplinary actions including termination of thecontract.(g) A Service Level violation will occur if the SI fails to meet Minimum Service Levels,as measured on a half yearly basis, for a particular Service Level. Overall Availabilityand Performance Measurements will be on a monthly basis for the purpose of ServiceLevel reporting. An ―Availability and Performance Report‖ will be provided by the SIon monthly basis in the state / UT suggested format and a review shall be conductedbased on this report. A monthly Availability and Performance Report shall beprovided to the state / UT at the end of every month containing the summary of allincidents reported andassociated SI performance measurement for that period. The monthly Availability andPerformance Report will be deemed to be accepted by the Stateupon review andsignoff by both SI and the state / UT. Where required, some of the Service Levels willbe assessed through audits or reports e.g. utilization reports, measurements reports,etc., as appropriate to be provided by the SI on a monthly basis, in the formats asrequired by the state / UT. The tools to perform the audit will need to be provided bythe SI. Audits willnormally be done on regular basis or as required by the state / UT and will beperformed by the state / UT or the state / UT appointed third party agencies.(h) EMS system as specified in this RFP shall play a critical role in monitoring the SLAcompliance and hence will have to be customized accordingly. The 3 rd party testingand audit of the system shall put sufficient emphasis on ensuring the capability ofEMS system to capture SLA compliance correctly and as specified in this RFP. Theselected System Integrator (SI) must deploy EMS tool and develop additional scripts(if required) for capturing the required data for SLA report generation in automatedway. This tool should generate the SLA Monitoring report in the end of every monthwhich is to be shared with the state / UT on a monthly basis. The tool should also beAssam Police Page 201