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

Crime & Criminals Tracking Network and Systems ProjectSikkim PoliceServiceDescriptionLevel MeasurementIn 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.Datacenter Support Replacement of hardware equipment shall be done within 15 days ofPerformance notification by the Sikkim Police. These equipments would have failedon four or more occasions in a period of less than three months or sixtimes in a period of less than twelve months. (Mean Time BetweenFailure Condition)Severity of Violation: HighEach instance of non-meeting this service level will be treated as one(1) violation.Datacenter Support Up to date of the documentation of the design, modifications,Performance enhancements, and fixes.Severity of Violation: MediumThis service level will be measured on a half-yearly basis.Each instance of non-meeting this service level will be treated as one(1) violation.7. Reporting(a) The below tables gives details on the Service Levels the SI should maintain for clientsite systems availability.Service LevelDescriptionMeasurementAvailability andPerformanceReportProvide monthly SLA compliance reports, monitoring andmaintenance related MIS reports by the 5 th of the following month.Severity of Violation: MediumThis service level will be monitored on a monthly basis.If the monthly SLA compliance report related to the service levelVolume III Request for Proposal for Selection of System Integrator Page 76 of 132