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

Master Service AgreementHelpdeskPerformancePerformance over the six month Violations for calculation of penaltyperiod< 98% &>= 90% 1< 90% &>= 80% 2< 80% 3In addition to the above, if the service level in any month in the six month periodfalls below 80%, one (1) additional violation will be added for each such month tothe overall violations for this service level.98% of the non SI supported incidents shall be routed to the appropriate serviceprovider within 30 minutes.Severity of Violation: MediumThis service level will be measured on a monthly basis.Performance over the six month Violations for calculation of penaltyperiod< 98% &>= 90% 1< 90% &>= 80% 2< 80% 3HelpdeskPerformanceIn addition to the above, if the service level in any month in the six month periodfalls below 80%, one (1) additional violation will be added for each such month tothe overall violations for this service level.80% of the Level 1 calls shall be resolved within 2 hours from call received /logged whichever is earlier. The maximum resolution time for any incident of thisnature shall not exceed 8 business hours.Severity of Violation: MediumThis service level will be measured on a monthly basis.Performance over the six month Violations for calculation of penaltyperiod< 80% &>= 70% 1< 70% &>= 60% 2< 60% 3In addition to the above, if the service level in any month in the six month periodfalls below 80%, one (1) additional violation will be added for each such month tothe overall violations for this service level.Helpdesk 80% of the Level 2 calls shall be resolved within 6 hours from call received /Arunachal Pradesh Police Page 84