This section is to be agreed by the Successful Bidder as the Service Levels and key performance indicator for this engagement. The following section reflects the measurements to be used for tracking, monitoring and reporting of performance on a regular basis and imposition of penalties for non-performance as per the terms of this RFP.
The purpose of this section is to define the levels of service which shall be provided by the Bidder to for the duration of the contract. Service Level Agreement (SLA) shall become the part of contract between Client and the Bidder. The Bidder has to comply with Service Levels requirements to ensure adherence to project timelines, quality and availability of services, throughout the period of this contract i.e. during implementation phase of 9 months and for a period of fifteen (15) years, post Go-Live (extendable up to 15 years).
For purposes of the SLA, the definitions and terms as specified in the document along with the following terms shall have the meanings set forth below: “Total Time” - Total number of hours in the quarter being considered for evaluation of SLA performance.
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“Total Time” - Total number of hours in the quarter being considered for evaluation of SLA performance.
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"Uptime" – Time period for which the specified services/ outcomes are available in the quarter being considered for evaluation of SLA
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“Downtime”- Time period for which the specified services/ components/outcomes are available in the quarter being considered for evaluation of SLA
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“Scheduled Maintenance Time”: Time period for which the specified services/ components with specified technical and service standards are not available due to scheduled maintenance activity. The Bidder is required to take at least 10 days prior approval from Client for any such activity. This would be allowed in off peak hours- generally from midnight for a maximum of 4 hours and would be granted once in a quarter and exclude festive timings etc.
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“Incident”: Any event / abnormalities in the service being rendered, that may lead to disruption in normal operations and services to the end user.
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“Response Time”: Time elapsed from the moment an incident is reported in the Helpdesk over phone or by any applicable mode of communication, to the time when a resource is assigned for the resolution of the same.
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“Resolution Time”: Time elapsed from the moment incident is reported to Helpdesk either in person or automatically through system, to the time by which the incident is resolved completely and services as promised are restored.
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T=DataofSigningofContract
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Project Activity
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Deliverables
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Responsibility
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Timelines
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1
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Supply of Hardware / Software/equipment etc from the date of signing the Contract
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Delivery Challan
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Invoice Copy
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Inspection report from authentic third party
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Warranty certificate issued by respective OEMs for each hardware / software (back to back, in the name of Authority also)
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License in case of software
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Bidder
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T+20 weeks
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2
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Installation, Configuration Integration of Hardware/ Software/ systems
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Device wise Configuration report stating IP Schema
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Routing details
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In case of Software, the report should consist of
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Software Installation Guide and checklist.
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Complete set of Technical/ Operation and Maintenance Manual.
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Report formats for approval of Authority UAT/testing report
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Helpdesk and SLA compliance report
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Configuration change report
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Inventory Reports
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Bidder
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T+30 weeks
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3
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UAT and Commissioning of entire system as per scope of work
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Bidder
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T+32
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4
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Rectifications based on UAT
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Test reports and configurations
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Bidder
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T+34
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5
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Go-Live
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All project locations working successfully
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Bidder
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T+35
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6
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Operations Phase Satisfactory Working Inspection
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Inspection to be done by Authority followed by submission and approval of Satisfactory Working Inspection Report
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Authority
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T+36
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7
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Comprehensive Annual operations period for 15 years
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All project locations in working condition (after satisfactory inspection)
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Quarterly SLA compliance reports
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Quarterly Preventive Maintenance reports
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Quarterly Configuration change reports
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Quarterly location wise Inventory reports
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Other reports as desired
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Quarterly user report- Location wise
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Quarterly bandwidth utilization report- Location wise
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Quarterly report indicating daily uptime-Location wise
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Quarterly user feedback reports- Location wise
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Quarterly report user complaint- Location wise showing complaint, complaint time & date, solution given, complaint clear time & date
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Bidder
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Quarterly after Go-live period
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The aforementioned schedule is indicative, however Bidders need to provide an exhaustive work plan in their Bid which would be evaluated during technical evaluation.
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