Service Level Standards/ Requirements/ Agreement. The purpose of this Service Level Agreement (hereinafter referred to as SLA) is to clearly define the levels of service which shall be provided by the selected bidder to the tendering authority for the duration of this contract. Following are the service levels and associated penalties:
Service Level Standards/ Requirements/ Agreement. If any of the USB Token is found defective/ non-functional/ non-responsive within the warranty time period, the concerned bidder (who supplied that particular DSC and Token) shall be asked to Rate Contract for Supply of Digital Signature Certificates (with USB Tokens) and Server SSL Certificates replace that USB Token with DSC downloaded afresh, within 7 days from the request through a complaint logged on helpline number. If the USB Token with DSC is not provided within 7 days of request, a penalty of INR 50 per day per item shall be levied. The maximum penalty that can be levied to a particular bidder on an item shall not exceed 10% of the total value of all Work Orders given to him through this tender for that item. All due penalties to a bidder shall be either deducted from the payment of next work order (if given to a bidder), or deducted from the Performance Security Deposit.
Service Level Standards/ Requirements/ Agreement. This shall mainly include the following aspects of the service delivery and are as under.
Service Level Standards/ Requirements/ Agreement. The purpose of this Service Level Agreement (hereinafter referred to as SLA) is to clearly define the levels of service which shall be provided by the selected bidder to the tendering authority for the duration of this contract. The tendering authority will regularly review the performance of the services being provided by the selected bidder and impose penalties if any deficiency is found in the services. It is acknowledged that service levels may change as service needs evolves over the course of the contract. The present SLAs have been worked out on the basis of current expectations. Service levels between the purchaser and bidder can be revised in view of experience gained during the project period. The experience gained during this period will be used to fine tune the SLAs, including parameters, targets and penalties, if required. Any changes to the levels of services provided during the project period will be requested, documented and negotiated in good faith by both parties. Either party can request a change. Changes will be documented as an addendum to the contract. Service Level Procedure: The FMS vendor to maintain Help Desk in concerned district The concerned district administration/operators at command and control center shall file complaint with the help desk of FMS vendor regarding incidents/disruption/discontinuance of video feed at command and control center. The FMS vendor shall visit the site to diagnose the problem. The reason for the problem is to be diagnosed and the problem is to be resolved within 4 hours from time of filing of complaint at help Desk. If the problem is related with any item that is not supplied by the FMS vendor than FMS vendor shall lodge complaint of the faulty item with concerned supplier of the item within 4 hours from time of filing of complaint at helpdesk. The supplier has to ensure repair/replacement of the item within 24 hours of time of filing of complaint by the FMS vendor. In case the faulty item are not repaired/replaced within 24 hours for filing of complaint, the penalty shall be levied on the supplier of the item Service Level:
Service Level Standards/ Requirements/ Agreement a) Selected bidder shall ensure If any of the supplied items is found defective/ non-functional/ non- responsive. The user shall inform to helpdesk & helpdesk will arrange for personal visit of engineer for technical support and assistance. If the call/issue is not resolved & closed, replacement of device within 48 hours of logging call shall be provided. penalty as defined below shall be levied:
Service Level Standards/ Requirements/ Agreement a) Penalty for non-availability of ATM for both out of cash & ATM not in service as in both cases cash is not dispensed. Penalty for not maintaining uptime: o The bidder shall guarantee a quarterly uptime of 95% for each ATM in business hours. Daily business hours shall be from 08:00 AM to 08:00 PM o Uptime is total contracted hours in a quarter less downtime during the quarter. o Downtime is the time, expressed in hours, between time of failure and time of restoration i.e. duration during which the ATM services were not available for customer.
Service Level Standards/ Requirements/ Agreement. The purpose of this Service Level Agreement (hereinafter referred to as SLA) is to clearly define the levels of service which shall be provided by the selected bidder to the tendering authority for the duration of this contract. The tendering authority will regularly review the performance of the services being provided by the selected bidder and impose penalties if any deficiency is found in the services. It is acknowledged that service levels may change as service needs evolves over the course of the contract. The present SLAs have been worked out on the basis of current expectations. Service levels between the purchaser and bidder can be revised in view of experience gained during the project period. The experience gained during this period will be used to fine tune the SLAs, including parameters, targets and penalties, if required. Any changes to the levels of services provided during the project period will be requested, documented and negotiated in good faith by both parties. Either party can request a change. Changes will be documented as an addendum to the contract. This service level will be applicable on the equipment’s which are procured under this tender for maintenance to SI.
Service Level Standards/ Requirements/ Agreement. The purpose of this Service Level Agreement (hereinafter referred to as SLA) is to clearly define the levels of service which shall be provided by the selected bidder to the tendering authority for the duration of this contract. The tendering authority will regularly review the performance of the services being provided by the selected bidder and impose penalties if any deficiency is found in the services. It is acknowledged that service levels may change as service needs evolves over the course of the contract. The present SLAs have been worked out on the basis of current expectations. Service levels between the purchaser and bidder can be revised in view of experience gained during the project period. The experience gained during this period will be used to fine tune the SLAs, including parameters, targets and penalties, if required. Any changes to the levels of services provided during Rate Contract for GPU based Workstations for WS&APS with Five Years O&M the project period will be requested, documented and negotiated in good faith by both parties. Either party can request a change. Changes will be documented as an addendum to the contract. This service level will be applicable on the equipment’s which are procured under this tender for maintenance to SI.
Service Level Standards/ Requirements/ Agreement a) If any of the supplied items is reported defective/ non-functional/ non-responsive by the user then Selected bidder shall ensure resolution of those complaints. If the selected bidder fails to resolve the calls/issues within stipulated time, as mentioned below, the following penalties shall be levied:-
