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

Master Service Agreementtime and measured from the time the Arunachal Pradesh Police ( Client ) and/or itsofficials/employees log a call with the SI team of the failure or the failure is known to the SIfrom the availability measurement tools to the time when the System is returned to properoperation.(d) “Availability” means the time for which the services and facilities are available for conductingoperations on the Arunachal Pradesh Police system including application and associatedinfrastructure. Availability is defined as:{(Scheduled Operation Time – System Downtime) / (Scheduled Operation Time)} * 100%(e) “Helpdesk Support” shall mean the 16x6 basis support centre which shall handle Faultreporting, Trouble Ticketing, and related enquiries during this contract.(f) “Incident” refers to any event / abnormalities in the functioning of the Data Centre Equipment /Services that may lead to disruption in normal operations of the Data Centre, System, orApplication services.(g) “Error” in data digitization or data migration exercise, refers to the mistakes made intentional/unintentional by SI which may or may not change the actual meaning of the subject.3. Interpretations:(a) The peak hours are 10:00AM to 7:00PM on all working days (Mon-Sat) excluding PublicHolidays or any other Holidays observed by the Arunachal Pradesh Police (Except PoliceStations). The SI however recognizes the fact that the Arunachal Pradesh Police offices willrequire to work beyond the Peak hours on need basis.(b) "Lean Hours" shall mean hours excluding “Peak Hours”.(c) 18x7 shall mean hours between 06:00AM -12.00AM midnight on all days of the week.(d) If the operations at Primary DC are not switched to DRC within the stipulated timeframe(Recovery Time Objective), it will be added to the system downtime.(e) The availability for a cluster will be the average of availability computed across all the serversin a cluster, rather than on individual servers. However, non compliance with performanceArunachal Pradesh Police Page 67