CCTNS RFP FOR SI VOL III.pdf - National Crime Records Bureau

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Crime & Criminals Tracking Network and Systems ProjectSikkim PoliceDelivery Related Service Level Agreement (SLA) CriteriaExplanation: The deduction mentioned in this table shall be made from the next due payment to the vendor for services provided on Statewidebasis.S.No.Service Metrics Baseline Lower Performance Violation of Service level Basis of RemarksParametersagreementMeasurementMetric Metric Deduction Metric Deductionhours (within1 workingday)The above list of Service levels is indicative. The Sikkim Police should add more service levels / modify the above service levels as per theirrequirementsVolume III Request for Proposal for Selection of System Integrator Page 62 of 132
Crime & Criminals Tracking Network and Systems ProjectSikkim Police3. Violations and Associated Penalties(a) The primary intent of Penalties is to ensure that the system performs in accordance with thedefined service levels. Penalties are not meant to be punitive or, conversely, a vehicle foradditional fees.(b) Penalty Calculations. The framework for Penalties, as a result of not meeting the ServiceLevel Targets are as follows:(i) The performance will be measured for each of the defined service level metric against theminimum / target service level requirements and the violations will be calculated accordingly.(ii) The number of violations in the reporting period for each level of severity will be totaled andused for the calculation of Penalties.(iii) Penalties applicable for each of the high severity violations are 0.1% of respective paymentperiodpayment to the SI.(iv) Penalties applicable for each of the medium severity violations are 0.05% of respectivepayment-period payment to the SI.Volume III Request for Proposal for Selection of System Integrator Page 63 of 132
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CCTNS RFP FOR SI VOL III.pdf - National Crime Records Bureau

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