Crime and Criminal Tracking Network & Systems (CCTNS) Request ...

Master Service AgreementUnplanned ApplicationDowntimeNetworkUnplannedoutageApplicationnetworkApplication DowntimeNetwork UptimeWarranty / AMCPeriodMeans the total time for all the instances where services in the softwarerequirement specification document prepared by the System Integrator arenot available for more than 15 consecutive minutes;In Client users refers to all the IT assets installed or maintained by theSystem Integrator as part of the Project for networking;Means the total time for all the instances where services in the softwarerequirement specification document prepared by the System Integrator arenot available for more than 15 consecutive minutes;Means the software application developed as a part of scope of work setout in Clause 2.5Means the time for which user/s is not able to access the application.However, in calculating downtime, scheduled downtime (for example,backup time, batch processing time, routine maintenance time) would notbe considered;Shall mean as defined in Service Level AgreementShall be counted five years from the date of successful completion ofSuccessful implementation/Go-Live3.2. Schedule – II: Change Control ScheduleThis Schedule describes the procedure to be followed in the event of any proposed change to theAgreement, Project Implementation Phase, SLA and Scope of Work and Functional RequirementSpecifications. Such change shall include, but shall not be limited to, changes in the scope ofservices provided by the System Integrator and changes to the terms of payment as stated in theTerms of Payment Schedule. Changes proposed for amendments/ modifications in the CCTNSapplication shall be eligible under this schedule only after completion of one year handholdingsupport post Go-Live of the complete CCTNS solution in the State.The Client and SI recognize that frequent change is an inevitable part of delivering services and thata significant element of this change can be accomplished by re-organizing processes andresponsibilities without a material effect on the cost. The SI will endeavor, wherever reasonablypracticable, to effect change without an increase in the terms of payment as stated in the Terms ofPayment Schedule and Arunachal Pradesh Police (Client ) or its nominated agencies will work withthe System Integrator to ensure that all changes are discussed and managed in a constructive manner.This Change Control Schedule sets out the provisions which will apply to all the changes to thisagreement and other documents except for the changes in SLAs for which a separate process hasbeen laid out.This Change Control Schedule sets out the provisions which will apply to changes to the Agreement.Arunachal Pradesh Police Page 49