RFP VOL-I.pdf - National Crime Records Bureau

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CCTNS Functional & Technical Specifications3. Handholding Support: Client Site Support(a) Level 1 Incidents. The incident has an immediate impact on the state / UT‘s ability toservice its police stations / higher offices, to perform critical back-office functions orhas a direct impact on the organization.(b) Level 2 Incidents. The incident has an impact on the state / UT‘s ability to service itspolice stations / higher officesthat while not immediate, can cause service to degradeif not resolved within reasonable time frames(c) The severity of the individual incidents will be mutually determined by the state / UTand SI.(d) The scheduled operation time for the client site systems shall be the business hours ofthe state / UT.(e) This service level will be measured on a monthly basis for each implementation site.(f) The tables on following page give details of Service Levels the SI is required tomaintain.Assam Police Page 212
CCTNS Functional & Technical SpecificationsService LevelDescriptionClient Site SupportPerformanceMeasurement80% of the Level 1 Incidents at each site should be resolvedwithin 2 business hours from the time call is received / loggedwhichever is earlier. The maximum resolution time for anyincident of this nature shall not exceed 8 business hours.Severity of Violation: MediumThis service level will be measured on a monthly basis foreach implementation site.If the performance in a month for an implementation site fallsbelow the minimum service level, it will be treated as one (1)instance. The total number of instances for the six-month periodwill be the cumulative number of instances across all the monthsacross all sites in the six-month period.Average number of instances per month = (Total number ofinstances for the six-month period) / 6Average number of instances Violations for calculation ofper monthpenalty>0 & 4 & 8 & 12 4Client SiteSupport Performance80% of the Level 2 Incidents at each site should be resolvedwithin 6 business hours from the time a call is received / loggedwhichever is earlier. The maximum resolution time for anyincident of this nature shall not exceed 48 hours.Severity of Violation: MediumAssam Police Page 213
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RFP REF NO.: SCRB/CCTNS/RFP/82-11 D
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CCTNS Functional & Technical Specif
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7. SCOPE OF WORK SUMMARY & TIMELINE
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8. SCOPE OF SERVICES DURING IMPLEME
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Indicative Hardware Bill of Materia
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