Online Portal. 5.7.1. The ISP shall provide to the Bank and Bank’s Network Integrator access to an online monitoring portal (realtime) providing the following details:
1 Link status such as link up or down, down since, reason for down, expected time for resolution (ETR), last mile ISP, circuit ID, incident number etc. shall be available
2 Packet loss, jitter and latency reports till the Bank’s perimeter device
3 DDoS reports
4 Utilization, performance, latency, packet drop, jitter etc., reports on Real Time, Hourly, Daily, Weekly, Monthly basis.
5 Online call logging
5.7.2. The portal should also provide downloadable SLA reports for each month for the entire duration of the contract. It should also have the capability of generating reports in different formats like MS-Excel (including PDF) as required by the Bank.
5.7.3. The incident handling portal should have facility to integrate with the incident management portal managed by Bank at the Bank’s NOC, whenever required.
5.7.4. The portal shall also display up-to-date contact details of the helpdesk and single point of contact (name, designation, telephone numbers, Email ID) as well as the escalation matrix. This information shall be used by the Bank/NI to seek support, log complaints etc. This portal should be made available within 30 days from the date of issuance of PO/LoI.
5.7.5. The ISP shall provide link-wise report of SLA performance for all locations/links at monthly intervals as specified by the Bank in this document.
