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

Crime & Criminals Tracking Network and Systems ProjectSikkim PoliceServiceDescriptionLevel MeasurementThis service level will be monitored on a monthly basis.Performance over the sixmonthperiod< 80% & >= 70% 1< 70% & >= 60% 2< 60% 3Violations for calculation of penaltyHelpdeskPerformanceIn addition to the above, if the service level in any month in the sixmonthperiod falls below 60%, one (1) additional violation will be addedfor each such month to the overall violations for this service level.80% of the Level 2 calls shall be resolved within 6 hours from callreceived / logged which ever is earlier. The maximum resolution timefor any incident of this nature shall not exceed 48 hours.Severity of Violation: HighThis service level will be monitored on a monthly basis.Performance over the sixmonthperiod< 80% & >= 70% 1< 70% & >= 60% 2< 60% 3Violations for calculation ofpenaltyHelpdeskPerformanceIn addition to the above, if the service level in any month in the sixmonthperiod falls below 60%, one (1) additional violation will be addedfor each such month to the overall violations for this service level.80% of the Level 3 calls shall be reported on status and action to becommunicated within 24 hours from call received / logged which ever isearlier. The maximum resolution time for any incident of this natureshall not exceed 72 hours.Severity of Violation: HighThis service level will be monitored on a monthly basis.Performance over the sixmonthperiod< 80% & >= 70% 1< 70% & >= 60% 2< 60% 3Violations for calculation ofpenaltyVolume III Request for Proposal for Selection of System Integrator Page 75 of 132