RFP after pre bid meeting for selection of SDA - Directorate of ...

RFP for Selection of SDA for Horticulture Departmentf) A Service Level violation will occur if the SDA fails to meet Minimum Service Levels, asmeasured on a half yearly basis, for a particular Service Level. Overall Availability andPerformance Measurements will be on a monthly basis for the purpose of Service Levelreporting. An “Availability and Performance Report” will be provided by the SDA on monthlybasis in the Horticulture Department suggested format and a review shall be conducted basedon this report. A monthly Availability and Performance Report shall be provided to theHorticulture Department at the end of every month containing the summary of all incidentsreported and associated SDA performance measurement for that period. Where required,some of the Service Levels will be assessed through audits or reports e.g. utilization reports,measurements reports, etc., as appropriate to be provided by the SDA on a monthly basis, inthe formats as required by the Horticulture Department. The tools to perform the audit willneed to be provided by the SDA. Audits will normally be done on regular basis or as required bythe Horticulture Department and will be performed by the Horticulture Department or theappointed third party agencies.g) The selected SDA must utilize the existing EMS tool of the State Data Centre and developadditional scripts (if required) for capturing the required data for SLA report generation inautomated way. This tool should generate the SLA Monitoring report in the end of every monthwhich is to be shared with the Horticulture Department on a monthly basis. The tool shouldalso be capable of generating SLA reports for a half-year. The Horticulture Department willaudit the tool and the scripts on a regular basis.h) The SLAs will prevail from the start of the Operations and Maintenance Phase. However, SLAswill be subject to being redefined, to the extent necessitated by field level experience and thedevelopments of technology practices globally. The SLAs may be reviewed on an annual/biannual/ Quarterly basis as the Horticulture Department decides after taking the advice of theSDA and other agencies.i) Dependencies: The dependencies on the performance of services beyond the control of eitherparty and where default is due to reasons beyond the control of the selected bidder or due toreasons attributable to Horticulture Department or third parties, the selected bidder would notbe penalized. For example, if uptime of a particular equipment/ application is desired and thisis due to non-availability of power (which is out of scope of work of the selected bidder), thenthe time period during which a service was unavailable due to non-availability of power wouldbe removed while calculating the uptime.80