CCTNS nagaland_SI_RFP_Volume 1.pdf - National Crime Records ...

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Crime & Criminals Tracking Network and Systems ProjectNagaland PolicePost Implementation Phase SLAs1. Primary DC/DRC Site Infrastructure Systems and Application Availability and Performance(a) Production CAS Systems. The failure or disruption has a direct impact on the Nagaland Police’sability to service its police stations / higher offices, ability to perform critical back-office functions or adirect impact on the organization. This includes but not limited to:-(i)(ii)Storage and related switches at Primary DC and DRC.Web, Application, Database, and Backup Servers at Primary DC and DRC.(iii) Primary DC to DRC connectivity.(iv) Primary DC and DRC network infrastructure.(v)Primary DC and DRC security infrastructure.(b) Non-CAS Systems in Production and Non Production Systems (Development, QA, andTraining). The failure or disruption has no direct impact on the Nagaland Police’s ability to serve itspolice stations / higher offices, or perform critical back-office functions.(vi) Production Non CAS Servers.(vii) Test, QA and Training Servers.(viii) Helpdesk infrastructure & applications.(ix) EMS Infrastructure.(c) CAS Solution Components. The failure or disruption has a direct impact on the NagalandPolice’s ability to service its police stations / higher offices, ability to perform critical back-officefunctions or a direct impact on the organization.(d) Non ERP Solution Components. The failure or disruption has no direct impact on the NagalandPolice’s ability to serve its police stations / higher offices, or perform critical back-office functions.(e) These service levels will be monitored on a monthly basis.(f) The below tables gives details on the Service Levels the SI should maintain.ServiceDescriptionInfrastructureAvailabilityLevel MeasurementAvailability of production CAS systems shall be at least 99%Severity of Violation: HighAvailability over the sixmonthperiod< 99% & >= 98.5% 1< 98.5% & >= 98% 2< 98% 3Violations for calculation ofpenaltyIn addition to the above, if the service level in any month in the six-monthperiod falls below 98%, one (1) additional violation will be added for each %drop for each such month to the overall violations for this service level.Volume I Request for Proposal for Selection of System Integrator Page 106 of 193
Crime & Criminals Tracking Network and Systems ProjectNagaland PoliceServiceDescriptionInfrastructureAvailabilityLevel MeasurementAvailability of non-CAS systems in production and non-production systemsshall be at least 97%.Severity of Violation: MediumAvailability over the sixmonthperiod< 97% & >= 96.5% 1< 96.5% & >= 96% 2< 96% 3Violations for calculation ofpenaltyInfrastructureAvailabilityIn addition to the above, if the service level in any month in the six-monthperiod falls below 96%, one (1) additional violation will be added for each %drop for each such month to the overall violations for this service level.RTO shall be less than or equal to six (6) hours.Severity of Violation: HighInfrastructureAvailabilityEach instance of non-meeting this service level will be treated as one (1)violation.RPO (zero data loss in case of failure of Primary DC) should be zero minutesSeverity of Violation: HighInfrastructurePerformanceEach instance of non-meeting this service level will be treated as two (2)violations.Sustained period of peak CPU utilization of any server crossing 70% (with theexception of batch processing) shall be less than or equal to 30 minutes.Severity of Violation: HighEach occurrence where the peak CPU utilization of any server crosses 70%(with the exception of batch processing) and stays above 70% for time morethan 30 minutes will be treated as one (1) instance.Number of instances over thesix month period>0 & 3 2Violations for calculation ofpenaltyIn addition to the above, if the number of instances in any month in the sixmonthperiod exceeds 3, one (1) additional violation will be added for eachsuch month to the overall violations for this service level.InfrastructurePerformanceSustained period of peak I/O utilization of any server crossing 70% (with theexception of batch processing) shall be less than or equal to 30 minutes.Volume I Request for Proposal for Selection of System Integrator Page 107 of 193
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