Performance Requirements (SLAs): Time will be the essence of the contract: S.No. Major Area Parameters Requirement Penalty Breach 1 Implementation Timelines for Delay of no more than Between one and two of end to end completion of phases one month for any week will attract a 2 per Application as per approved given phase and no cent penalty per month System project plan during more than two of delay (on the month’s entire implementation time cumulatively for particular payment period the entire project milestone); will be a breach, thereafter. 2 Help Desk / Call Resolving the Time Constitutes a breach if it Center technical problems is less than 90 per cent Immediately And grievances. .and for two consecutive maintaining records Within a day quarters. Within two weeks Availability of 3 Software solution application covering all business 100 per cent functionalities and availability of websites requirements between 8 am and 8 pm during all working days. Computed Monthly. 4 Resolution Time Time taken by the SV Severity Level 1: Inability to resolve as per (Only for to fix the problem & severity level 1-2-3 on Within 24 hours Bug/defects release the same into more than two occasions fixing) the production system shall attract a penalty of one per cent (on the Severity Level 2: particular quarter Within a maximum of 2 payment) for each 24 days hours delay beyond permissible limit. Severity Level 3: Within a maximum of 5 days 5 Risk Factor and Manpower, System Alternate arrangement Failure will be treated as their mitigations crash problems within one week. Breach.
Performance Requirements (SLAs): Time will be the essence of the contract: S.No. Major Area Parameters Requirement Penalty Breach 1 Implementation of end to end Application System Timelines for completion of phases as per approved project plan during entire implementation period Delay of no more than one month for any given phase and no more than two month’s time cumulatively for the entire project Between one and two week will attract a 2 per cent penalty per month of delay (on the particular payment milestone); will be a breach, thereafter. 2 3 Help Desk / Call Center Availability of application Resolving the technical problems And grievances. .and maintaining records Software solution covering all business functionalities and requirements Time Immediately Within a day Within two weeks 100 per cent availability of websites between 8 am and 8 pm during all working days. Computed Monthly. Constitutes a breach if it is less than 90 per cent for two consecutive quarters. 4 Resolution Time (Only for Bug/defects fixing) Time taken by the SV to fix the problem & release the same into the production system Severity Level 1: Within 24 hours Severity Level 2: Within a maximum of 2 days Severity Level 3: Within a maximum of 5 days Inability to resolve as per severity level 1-2-3 on more than two occasions shall attract a penalty of one per cent (on the particular quarter payment) for each 24 hours delay beyond permissible limit. 5 Risk Factor and their mitigations Manpower, System crash problems Alternate arrangement within one week. Failure will be treated as Breach.