Common use of Measurement and Monitoring Clause in Contracts

Measurement and Monitoring. The methodology and measures to be used for management of the services including performance, tracking, monitoring and reporting of Services and System performance on a regular basis during the Term of the Prime Services Agreement including any extensions thereof shall be as set forth in this SLA. The provisions herein contained are in addition to and not in derogation of the provisions contained in Prime Services Agreement. a. The SLA parameters shall be monitored on a monthly basis as per the individual SLA parameter requirements. However, if the performance of the system/services is degraded significantly at any given point in time during the contract and if the immediate measures are not implemented and issues are not rectified to the complete satisfaction of ESIC or an agency designated by them, then ESIC will have the right to take appropriate actions including termination of the contract. b. Overall Availability and Performance Measurements will be on a monthly basis for the purpose of Service Level reporting. c. Monitoring tool system as specified in this RFP shall play a critical role in monitoring the SLA complianceThe selected Service Provider must use EMS tool and develop additional scripts (if required) for capturing the required data for SLA report generation in automated way. This tool should generate the SLA Monitoring report in the end of every month which is to be shared with ESIC on a monthly basis. The tool should be capable of generating SLA reports for the entire period of contract. d. ESIC shall have full access to the Monitoring tool solution (and any other tools / solutions deployed for SLA measurement and monitoring) to extract data (raw, intermediate as well as reports) as required during the project. ESIC will also audit the tool and the scripts on a regular basis. e. The measurement methodology / criteria / logic will be reviewed by ESIC. f. Wherever, the measurement is through a client setup at DC / DRC, remote access to the client should be available at ESIC-HQ. In addition, remote access should be provided at ESIC-HQ for all Monitoring tool data and logs. g. In case of default on any of the service level metric, the Service Provider shall submit performance improvement plan along with the root cause analysis for ESIC’s approval. h. For SLA related payments, the SLA measurement will be measured and computed on a quarterly basis.

Measurement and Monitoring. The methodology and measures to be used for management of the services including performance, tracking, monitoring and reporting of Services and System performance on a regular basis during the Term of the Prime Services Agreement including any extensions thereof shall be as set forth in this SLA1. The provisions herein contained are in addition to and not in derogation of the provisions contained in Prime Services Agreement. a. The SLA parameters shall be monitored on a monthly quarterly basis as per the individual SLA parameter requirements. However, if the performance of the system/services is degraded significantly at any given point in time during the contract and if the immediate measures are not implemented and issues are not rectified to the complete satisfaction of ESIC MCI or an agency designated by them, then ESIC MCI will have the right to take appropriate disciplinary actions including termination of the contract. b. 2. Overall Availability and Performance Measurements will be on a monthly quarterly basis for the purpose of Service Level reporting. An “Availability and Performance Report” will be provided by the Service Provide on quarterly basis in the MCI suggested format and a review shall be conducted based on this report. An Availability and Performance Report shall be provided to the MCI at the end of every quarter containing the summary of all incidents reported and associated SI performance measurement for that period. The Availability and Performance Report will be deemed to be accepted by the MCI upon review and signoff by both System Integrator and MCI or MCI designated Agency. c. 3. SLA Monitoring tool system Tool as specified in this RFP shall play a critical role in monitoring the SLA complianceThe compliance and hence will have to be customized accordingly. The 3rd party testing and audit of the system shall put sufficient emphasis on ensuring the capability of tool to capture SLA compliance correctly and as specified in this RFP. The selected Service Provider SI must use EMS deploy the tool and develop additional scripts (if required) for capturing the required data for SLA report generation in automated way. This tool should generate the SLA Monitoring report in the end of every month quarter which is to be shared with ESIC MCI on a monthly quarterly basis. The tool should also be capable of generating SLA reports for the entire period of contracteach month. MCI may also ask for monthly SLA reports from SI for monitoring purpose. d. ESIC 4. MCI or its nominated agency shall have full access to the Monitoring tool solution (and any other tools / solutions deployed for SLA measurement and monitoring) monitoring to extract data (raw, intermediate as well as reports) as required during the project. ESIC MCI or its nominated agency will also audit the tool and the scripts on a regular basis. e. 5. The measurement methodology / criteria / methodology/ criteria/ logic will be reviewed by ESICMCI. f. 6. Wherever, the measurement is through a client setup at DC / DRCDC, remote access to the client should be available at ESIC-HQMCI. In addition, remote access should be provided at ESIC-HQ MCI for all Monitoring SLA tool data and logs. g. 7. In case of default on any of the service level metric, the Service Provider SI shall submit performance improvement plan along with the root cause analysis for ESICMCI’s approval. h. 8. For SLA related payments, the SLA measurement will be measured and computed on a quarterly basis.

Measurement and Monitoring. The methodology and measures to be used for management of the services [Base Services/Additional Services*] including for performance, tracking, monitoring and reporting of Services and System performance on a regular basis during the Term of the Prime Services Agreement including any extensions thereof shall be as set forth in this SLA. The provisions herein contained are in addition to and not in derogation of the provisions contained in Prime Services Agreement. a. The SLA parameters shall be monitored on a monthly basis as per the individual SLA parameter requirements. However, if the performance of the system/services is degraded significantly at any given point in time during the contract and if the immediate measures are not implemented and issues are not rectified to the complete satisfaction of ESIC or an agency designated by them, then ESIC will have the right to take appropriate actions including termination of the contract. b. Overall Availability and Performance Measurements will be on a monthly basis for the purpose of Service Level reporting. c. Monitoring tool system as specified in this RFP shall play a critical role in monitoring the SLA complianceThe compliance and hence will have to be customized accordingly. The 3rd party testing and audit of the system shall put sufficient emphasis on ensuring the capability of Monitoring tool system to capture SLA compliance correctly and as specified in this RFP. The selected Service Provider must use EMS tool and develop additional scripts (if required) for capturing the required data for SLA report generation in automated way. This tool should generate the SLA Monitoring report in the end of every month which is to be shared with ESIC on a monthly basis. The tool should be capable of generating SLA reports for the entire period of contract. Only Tool based SLA report will be accepted for SLA measurement. No manual report will be accepted for SLA measurement. d. ESIC and its Monitoring Agency shall have full access to the Monitoring tool solution (and any other tools / solutions deployed for SLA measurement and monitoring) to extract data (raw, intermediate as well as reports) as required during the project. ESIC or its Monitoring Agency will also audit the tool and the scripts on a regular basis. e. The measurement methodology / criteria / logic will be reviewed by ESIC. f. Wherever, the measurement is through a client setup at DC / DRC, remote access to the client should be available at ESIC-HQ. In addition, remote access should be provided at ESIC-HQ for all Monitoring tool data and logs. g. In case of default on any of the service level metric, the Service Provider shall submit performance improvement plan along with the root cause analysis for ESIC’s approval. h. For SLA related payments, the SLA measurement will be measured and computed on a quarterly basis.

Measurement and Monitoring. The methodology and measures to be used for management of the services including performance, tracking, monitoring and reporting of Services and System performance on a regular basis during the Term of the Prime Services Agreement including any extensions thereof shall be as set forth in this SLA. The provisions herein contained are in addition to and not in derogation of the provisions contained in Prime Services Agreement. a. The SLA parameters shall be monitored on a monthly basis as per the individual SLA parameter requirements. However, if the performance of the system/services is degraded significantly at any given point in time during the contract and if the immediate measures are not implemented and issues are not rectified to the complete satisfaction of ESIC or an agency designated by them, then ESIC will have the right to take appropriate actions including termination of the contract. b. Overall Availability and Performance Measurements will be on a monthly basis for the purpose of Service Level reporting. c. Monitoring tool system as specified in this RFP shall play a critical role in monitoring the SLA complianceThe selected Service Provider must use EMS tool and develop additional scripts (if required) for capturing the required data for SLA report generation in automated way. This tool should generate the SLA Monitoring report in the end of every month which is to be shared with ESIC on a monthly basis. The tool should be capable of generating SLA reports for the entire period of contract. Only Tool based SLA report will be accepted for SLA measurement. No manual report will be accepted for SLA measurement. d. ESIC shall have full access to the Monitoring tool solution (and any other tools / solutions deployed for SLA measurement and monitoring) to extract data (raw, intermediate as well as reports) as required during the project. ESIC will also audit the tool and the scripts on a regular basis. e. The measurement methodology / criteria / logic will be reviewed by ESIC. f. Wherever, the measurement is through a client setup at DC / DRC, remote access to the client should be available at ESIC-HQ. In addition, remote access should be provided at ESIC-HQ for all Monitoring tool data and logs. g. In case of default on any of the service level metric, the Service Provider shall submit performance improvement plan along with the root cause analysis for ESIC’s approval. h. For SLA related payments, the SLA measurement will be measured and computed on a quarterly basis.