RFP VOL-I.pdf - National Crime Records Bureau

CCTNS Functional & Technical SpecificationsHelpdeskPerformance80% of the Level 2 calls shall be resolved within 6 hours from callreceived / logged whichever is earlier. The maximum resolutiontime for any incident of this nature shall not exceed 48 hours.Severity of Violation: HighThis service level will be monitored on a monthly basis.Performance over the sixmonth periodViolations for calculation ofpenalty< 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 overall violations for thisservice level.80% of the Level 3 calls shall be reported on status and action tobe communicated within 24 hours from call received / loggedwhichever is earlier. The maximum resolution time for anyincident of this nature shall not exceed 72 hours.Severity of Violation: HighThis service level will be monitored on a monthly basisPerformance over the six Violations for calculation ofmonth periodpenalty< 80% & >= 70% 1< 70% & >= 60% 2Assam Police Page 221