RFP VOL-I.pdf - National Crime Records Bureau

CCTNS Functional & Technical Specifications< 80% 3In addition to the above, if the service level in any month in thesix-month period falls below 80%, one (1) additional violationwill be added for each such month to the overall violations for thisservice level.98% of the incidents within helpdesk resolution capacity shall beresolved in a cycle time of 24 hours Severity of Violation: HighThis service level will be monitored on a monthly basisPerformance over the Violations for calculationsix-month periodof penalty< 98% & >= 90% 1< 90% & >= 80% 2< 80% 3HelpdeskPerformanceIn addition to the above, if the service level in any month in thesix-month period falls below 80%, one (1) additional violationwill be added for each such month to the overall violations for thisservice level98% of the non SI supported incidents shall be routed to theappropriate service provider within 30 minutes.Severity of Violation: MediumThis service level will be monitored on a monthly basis.Performance over the sixmonthViolations for calculationperiodof penalty< 98% & >= 90% 1Assam Police Page 219