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

Crime & Criminals Tracking Network and Systems ProjectSikkim Police(b) Level 2 Incidents. The incident has an impact on the Sikkim Police‘s ability to service itspolice stations / higher offices that while not immediate, can cause service to degrade if notresolved within reasonable time frames(c) The severity of the individual incidents will be mutually determined by the Sikkim Police andSI.(d)(e)(f)The scheduled operation time for the client site systems shall be the business hours of theSikkim Police.This service level will be measured on a monthly basis for each implementation site.The tables on the following page give details of the Service Levels the SI is required tomaintain.Service LevelDescriptionMeasurementClientSupportPerformanceSite80% of the Level 1 Incidents at each site should be resolved within 2business hours from the time call is received / logged which ever is earlier.The maximum resolution time for any incident of this nature shall not exceed8 business hours.Severity of Violation: MediumThis service level will be measured on a monthly basis for eachimplementation site.If the performance in a month for an implementation site falls below theminimum service level, it will be treated as one (1) instance. The totalnumber of instances for the six-month period will be the cumulative numberof instances across all the months across all sites in the six-month period.ClientSupportPerformanceSiteAverage number of instances per month = (Total number of instances forthe six-month period) / 6Average number of instances permonth>0 & 4 & 8 & 12 4Violations for calculation ofpenalty80% of the Level 2 Incidents at each site should be resolved within 6business hours from the time a call is received / logged which ever is earlier.The maximum resolution time for any incident of this nature shall not exceed48 hours.Severity of Violation: MediumThis service level will be measured on a monthly basis for eachimplementation site.Volume III Request for Proposal for Selection of System Integrator Page 69 of 132