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

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Crime & Criminals Tracking Network and Systems ProjectSikkim PoliceService LevelDescriptionMeasurementIf 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 ofpenaltyReplacement of hardware equipment shall be done within 7 days ofnotification by the Sikkim Police. These equipments would have failed onfour or more occasions in a period of less than three months or six times in aperiod of less than twelve months. (Mean Time Between Failure Condition)Severity of Violation: HighEach instance of non-meeting this service level will be treated as one (1)violation.4. Handholding Support: Application Support(a) Level 1 Defects. The failure to fix has an immediate impact on the Sikkim Police‘s ability toservice its police stations / higher offices, inability to perform critical back-office functions or adirect impact on the organization.(b) Level 2 Defects. The failure to fix 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) Level 3 Defects. The failure to fix has no direct impact on the Sikkim Police‘s ability to serveits police stations / higher officers, or perform critical back-office functions.(d) The severity of the individual defects will be mutually determined by the Sikkim Police and SI.(e) This service level will be monitored on a monthly basis.(f) The below tables gives details on the Service Levels the SI should maintain.ServiceDescriptionLevelMeasurementVolume III Request for Proposal for Selection of System Integrator Page 70 of 132
Crime & Criminals Tracking Network and Systems ProjectSikkim PoliceServiceDescriptionLevelMeasurementApplication SupportPerformance95% of the Level 1 defects shall be resolved within 4 business hoursfrom the time of reporting full details.Severity of Violation: HighThis service level will be monitored on a monthly basis.Performance over the sixmonthperiod< 95% & >= 90% 1< 90% & >= 85% 2< 85% 3Violations for calculation ofpenaltyApplication SupportPerformanceIn addition to the above, if the service level in any month in the sixmonthperiod falls below 85%, one (1) additional violation will beadded for each such month to the overall violations for this servicelevel.95% of the Level 2 defects shall be resolved within 72 hours from thetime of reporting full details.Severity of Violation: HighThis service level will be monitored on a monthly basis.Performance over the sixmonthperiod< 95% & >= 90% 1< 90% & >= 85% 2< 85% 3Violations for calculation ofpenaltyIn addition to the above, if the service level in any month in the sixmonthperiod falls below 85%, one (1) additional violation will beadded for each such month to the overall violations for this servicelevel.Application SupportPerformance100% of the Level 3 defects shall be resolved within 120 hours fromthe time of reporting full details.Severity of Violation: HighThis service level will be monitored on a monthly basis.Performance over the six-Violations for calculation ofVolume III Request for Proposal for Selection of System Integrator Page 71 of 132
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CCTNS RFP FOR SI VOL III.pdf - National Crime Records Bureau

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