Project Requirements - Archaeological Survey of India

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Request for Proposal for establishing e-Governance Systems Service Level Description Incident Management Computer downtime at PoS Measurement Minimum Service Level Cost Reference Percentage of incidents escalated 96.9% Software Applications Percentage of time that the computers functioning at the PoS either due to computer, internet, or power failure 9.2 Software Application and Infrastructure Maintenance Table 4: SLA requirements for Software Application and infrastructure Maintenance ServiceLevelDescription Measurement Minimum ServiceLevel Application Down time Each planned down - time for application, database and operating system will not be more than 4 hours. This activity will not be carried out during business hours. However, such activities which require more than 4 hours or required to be carried out during business hours will be scheduled in consultation with the ASI. In case the downtime exceeds the planned hours the additional time taken for servicing will be considered for infrastructure or system downtime as per availability measurements table. Critical site infrastructure components 9.3 E-ticketing Operations Availability of the critical site infrastructure components at all the implementation sites shall be at least Table 5: SLA requirements for e-ticketing Operations 99% Hardware for Ticket Counters at PoS Cost Reference 98% Application Hosting 99% Hardware maintenance RFP Volume 1:Project Requirements P a g e | 43
Request for Proposal for establishing e-Governance Systems ServiceLevelDescription Measurement Minimum Service PoS Counter operations Percentage of time for which the PoS is not functioning to required timings Level Cost Reference 95% PoS Counter Operations If service level for any of the metrics is measured and scored at a level lower than the expected in two months consecutively then ASI shall have the right to invoke penalty of 3% of total monthly amount payable to SI for a score of 100%. In case of a continued breach in the SLA beyond two months, ASI shall have the right to invoke penalty of 10% of total monthly amount payable to SI for a score of 100%. In case of two or more breaches in a month or breach of a particular SLA metric consecutively in two quarters, ASI shall have the right to invoke full PBG and/ or call for termination of contract. Penalty shall be adjusted to the final monthly amount payable to SI basis actual scores. If the overall penalty applicable in any month during the currency of the contract exceeds 20%; then ASI shall have the right to terminate the contract. RFP Volume 1:Project Requirements P a g e | 44
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Project Requirements - Archaeological Survey of India

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