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

Master Service Agreementreportedregardinghardware,softwareetc. shouldberesolvedwithin 24hours(within 1workingday)issueswithin 2workingdays ofreportinginstanceissueafter 2workingdaysdelay overand abovebeyondreporting ofthe issueNote: Based on the requirement, above service levels can be change at the time of project execution.Client CRIME & CRIMINAL TRACKING NETWORK AND SYSTEMS PROJECT3. Violations and Associated Penalties:(a) The primary intent of Penalties is to ensure that the system performs in accordance with thedefined service levels. Penalties are not meant to be punitive or, conversely, a vehicle foradditional fees.(b) Penalty Calculations. The frameworks for Penalties, as a result of not meeting the ServiceLevel Targets are as follows:(I) The performance will be measured for each of the defined service level metric against theminimum / target service level requirements and the violations will be calculatedaccordingly.(II) The number of violations in the reporting period for each level of severity will be totaledand used for the calculation of Penalties.(III) Penalties applicable for each of the high severity violations are 0.1% of respective paymentperiod payment to the SI.IV) Penalties applicable for each of the medium severity violations are 0.05% of respectivepayment period payment to the SI.ClienACKING NETWORK AND SYSTEMS PROJECTPost Implementation Phase SLAs:Arunachal Pradesh Police Page 73