Performance Requirement. 1. This SLA describes the Service Levels applicable to the Non-achievement of a Service Level may attract penalties, as set out in this SLA.
2. The bidder shall sign the` contract with SIDBI incorporating following parameters:
1 Working days Seven days a week (Monday to Sunday)
2 Uptime 99.5% on monthly basis for each link, with 100% port availability. The bandwidth to be symmetric
3 Uptime Calculation The percentage uptime shall be calculated on monthly basis as follows: Availability (in %) = (Total no of Hours in month – Total Outage Hours in month) X100 / (Total No of Hours in month)
4 Throughput 100% non-blocking
5 Latency Local Lead <30ms
6 Packet Loss/Drop 1 out of every one million packets
7 Jitter 10ms (maximum)
8 Proactive monitoring Internet Links end-to- end and Help Desk support 24 X 7 X 365
9 Incident Reporting Monthly
10 Minimum Time to Restore. Maximum 3.6 hours
11 Online portal for bandwidth utilization, link performance etc. • Real Time, Hourly, Daily, Weekly and Monthly • Vendor should provide unique User ID and Password to access the customer portal for viewing reports and alerts of DDoS
12 Up-gradation and de- gradation of bandwidth Up-gradation - two weeks from date of Purchase Order and De-gradation – one week from the date of purchase order
13 Up-gradation of DDoS capacity 24 hours from date of Purchase order.
14 Shifting of links Feasibility: - 2 week from the date of intimation Shifting: - 4 weeks from the date of purchase order
15 Dedicated Account Management Team. (Bidder to communicate the details) Single point of contact for service requirements such as ordering, implementation, operations and billing.
Performance Requirement. 6.1.1. The infrastructure providing ILL to the Bank should always be kept 100% up and running as also has the high availability at every layer upto the landing point at Bank’s DC/DR/locations. The ISP shall have robust, resilient, and redundant network architecture with built-in redundancy at various levels including at network component level, site level, POP level etc.
6.1.2. All SLA terms will be site wise.
6.1.3. This SLA describes the Service Levels applicable to the Non-achievement of a Service Level may attract Liquidity Damages, as set out in this SLA.