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

Master Service Agreement Any fluctuation in prices due to inflation, tax regulations, will be borne by the bidder and not bepassed on to Client. Whenever the penalty is levied on System Integrator for failing to meet the required SLA, thequarterly installment shall be paid and the penalty (if any) will be adjusted in the subsequentquarterly installment (s). Any delay on account of Client officials (and not attributable to the SI) shall not be taken intoaccount while computing adherence to service levels for the SI. While Client will ensure that anySign off / Comments are provided within a period of 15 working days from the submission ofdeliverables by the SI. Any monetary figure in decimal shall be rounded off to the nearest INR.4. Service level AgreementIndicative Service Level Agreement is given in Volume-I of this RFP document.1. This document describes the service levels to be established for the Services offered by the SI tothe Arunachal Pradesh Police / Client. The SI shall monitor and maintain the stated service levelsto provide quality service to the Arunachal Pradesh Police / Client.2. Definitions:(a) “Scheduled Maintenance Time” shall mean the time that the System is not in service due to ascheduled activity as defined in this SLA. The scheduled maintenance time would not be during16X6 timeframe. Further, scheduled maintenance time is planned downtime with the priorpermission of the Arunachal Pradesh Police.(b) “Scheduled operation time” means the scheduled operating hours of the System for themonth. All scheduled maintenance time on the system would be deducted from the totaloperation time for the month to give the scheduled operation time. The total operation time forthe systems and applications within the Primary DC, DRC and critical Arunachal PradeshPolice site infrastructure will be 24x7x365. The total operation time for the other ArunachalPradesh Police site systems shall be 18 hours.(c) “System or Application downtime” means accumulated time during which the System istotally inoperable within the Scheduled Operation Time but outside the scheduled maintenanceArunachal Pradesh Police Page 66