Crime and Criminal Tracking Network & Systems (CCTNS) Request ...
Crime and Criminal Tracking Network & Systems (CCTNS) Request ...
Crime and Criminal Tracking Network & Systems (CCTNS) Request ...
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Master Service Agreementparameters for infrastructure <strong>and</strong> system / service degradation will be considered for downtimecalculation.(f) The SLA parameters shall be monitored on a monthly basis as per the individual SLAparameter requirements. However, if the performance of the system/services is degradedsignificantly at any given point in time during the contract <strong>and</strong> if the immediate measures arenot implemented <strong>and</strong> issues are not rectified to the complete satisfaction of the ArunachalPradesh Police ( Client ) or an agency designated by them, then the Arunachal Pradesh Police (Client ) will have the right to take appropriate disciplinary actions including termination of thecontract.(g) A Service Level violation will occur if the SI fails to meet Minimum Service Levels, asmeasured on a half yearly basis, for a particular Service Level. Overall Availability <strong>and</strong>Performance Measurements will be on a monthly basis for the purpose of Service Levelreporting. An “Availability <strong>and</strong> Performance Report” will be provided by the SI on monthlybasis in the Arunachal Pradesh Police ( Client ) suggested format <strong>and</strong> a review shall beconducted based on this report. A monthly Availability <strong>and</strong> Performance Report shall beprovided to the Arunachal Pradesh Police ( Client ) at the end of every month containing thesummary of all incidents reported <strong>and</strong> associated SI performance measurement for that period.The monthly Availability <strong>and</strong> Performance Report will be deemed to be accepted by theArunachal Pradesh Police ( Client ) upon review <strong>and</strong> signoff by SI <strong>and</strong> the Arunachal PradeshPolice / Client. Where required, some of the Service Levels will be assessed through audits orreports e.g. utilization reports, measurements reports, etc., as appropriate to be provided by theSI on a monthly basis, in the formats as required by the Arunachal Pradesh Police The tools toperform the audit will need to be provided by the SI. Audits will normally be done on regularbasis or as required by the Arunachal Pradesh Police (Client) <strong>and</strong> will be performed by theArunachal Pradesh Police ( Client ) or the appointed third party agencies.(h) EMS system as specified in this RFP shall play a critical role in monitoring the SLAcompliance <strong>and</strong> hence will have to be customized accordingly. The 3rd party testing <strong>and</strong> auditof the system shall put sufficient emphasis on ensuring the capability of EMS system to captureSLA compliance correctly <strong>and</strong> as specified in this RFP. The selected System Integrator (SI)must deploy EMS tool <strong>and</strong> develop additional scripts (if required) for capturing the requireddata for SLA report generation in automated way. This tool should generate the SLAMonitoring report in the end of every month which is to be shared with the Arunachal PradeshPolice ( Client ) on a monthly basis. The tool should also be capable of generating SLA reportsfor a half-year. The Arunachal Pradesh Police ( Client ) will audit the tool <strong>and</strong> the scripts on aregular basis. SPMC shall assess the EMS requirements <strong>and</strong> include the same in the RFP.Arunachal Pradesh Police Page 68
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