RFP VOL-I.pdf - National Crime Records Bureau

CCTNS Functional & Technical Specifications< 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 level80% of the Level 1 calls shall be resolved within 2 hours from callreceived / logged whichever is earlier. The maximum resolutiontime for any incident of this nature shall not exceed 8 businesshours.Severity of Violation: HighThis service level will be monitored on a monthly basisPerformance over the six Violations for calculation ofmonthpenaltyperiod< 80% & >= 70% 1< 70% & >= 60% 2< 60% 3In addition to the above, if the service level in any month in thesix-month period falls below 60%, one (1) additional violationwill be added for each such month to the overallviolations for this service level.Assam Police Page 220