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

Crime & Criminals Tracking Network and Systems ProjectNagaland PoliceServiceDescriptionLevel Measurement< 80% & >= 70% 1< 70% & >= 60% 2< 60% 3HelpdeskPerformanceIn addition to the above, if the service level in any month in the six-monthperiod falls below 60%, one (1) additional violation will be added for eachsuch month to the overall violations for this service level.80% of the Level 2 calls shall be resolved within 6 hours from call received/ logged which ever is earlier. The maximum resolution time for anyincident of this nature shall not exceed 48 hours.Severity of Violation: HighThis service level will be monitored on a monthly basis.Performance over the sixmonthperiod< 80% & >= 70% 1< 70% & >= 60% 2< 60% 3Violations for calculation ofpenaltyHelpdeskPerformanceIn addition to the above, if the service level in any month in the six-monthperiod falls below 60%, one (1) additional violation will be added for eachsuch month to the overall violations for this service level.80% of the Level 3 calls shall be reported on status and action to becommunicated within 24 hours from call received / logged which ever isearlier. The maximum resolution time for any incident of this nature shallnot exceed 72 hours.Severity of Violation: HighThis service level will be monitored on a monthly basis.Performance over the sixmonthperiod< 80% & >= 70% 1< 70% & >= 60% 2< 60% 3Violations for calculation ofpenaltyIn addition to the above, if the service level in any month in the six-monthperiod falls below 60%, one (1) additional violation will be added for eachsuch month to the overall violations for this service level.Volume I Request for Proposal for Selection of System Integrator Page 116 of 193