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

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Crime & Criminals Tracking Network and Systems ProjectSikkim PolicePost Implementation Phase SLAs1. Primary DC/DRC Site Infrastructure Systems and Application Availability andPerformance(a) Production CAS Systems. The failure or disruption has a direct impact on the SikkimPolice‘s ability to service its police stations / higher offices, ability to perform critical back-officefunctions or a direct 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 Sikkim 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 SikkimPolice‘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 theSikkim Police‘s ability to serve its police stations / higher offices, or perform critical back-officefunctions.(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 ofpenaltyVolume III Request for Proposal for Selection of System Integrator Page 64 of 132
Crime & Criminals Tracking Network and Systems ProjectSikkim PoliceServiceDescriptionLevel MeasurementIn 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.InfrastructureAvailabilityAvailability of non-CAS systems in production and non-productionsystems shall 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 zerominutesSeverity 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% (withthe exception of batch processing) shall be less than or equal to 30minutes.Severity of Violation: HighEach occurrence where the peak CPU utilization of any server crosses70% (with the exception of batch processing) and stays above 70% fortime more than 30 minutes will be treated as one (1) instance.Number of instances over thesix month periodViolations for calculation ofpenaltyVolume III Request for Proposal for Selection of System Integrator Page 65 of 132
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CCTNS RFP FOR SI VOL III.pdf - National Crime Records Bureau

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