Service Level Agreement defines the terms of the central and zonal implementation agencies’ responsibility in ensuring the timely delivery and the compliance to the performance. SLAs during the Operations and Maintenance phase to be measured against the following categories: Application Availability End-to-End Communication Availability The indicative SLAs in each category to be measured are as below: SLA Category SLA Measurement MDAS/ HES 99% application availability Measured on the basis of Application application uptime Availability End-to-End 90% of end-to-end communication Measured on the basis of average Communication availability number of feeders not Availability communicating monthly because of the non-availability of the network or faulty modem/DCU or disconnection of modem/DCU with meter Others Mean time to resolve Application Bugs: Measured on time taken to (MTTR) Critical Issues: <=24hours of resolve the problem reporting Major Issues: <= 48hours of reporting Issues: <= 72hours of reporting Modem/DCU Failure (including interface cable): <=3 day of reported modem failure Network Failure: <=24 of reported network failure Breach of SLA In case the Agency does not meet the service level mentioned above, the owner will treat it as a breach of Service Level Agreement. The following steps will be taken in such a case: Owner issues a show cause notice to Agency Agency should reply to notice within 3 working days
Service Level Agreement defines the terms of the central and zonal implementation agencies’ responsibility in ensuring the timely delivery and the compliance to the performance. SLAs during the Operations and Maintenance phase to be measured against the following categories: Application Availability End-to-End Communication Availability The indicative SLAs in each category to be measured are as below: SLA Category SLA Measurement MDAS/ HES Application Availability 99% application availability Measured on the basis of application uptime End-to-End Communication Availability 90% of end-to-end communication availability Measured on the basis of average number of feeders not communicating monthly because of the non-availability of the network or faulty modem/DCU or disconnection of modem/DCU with meter Others Mean time to resolve (MTTR) Application Bugs: Critical Issues: <=24hours of reporting Major Issues: <= 48hours of reporting Issues: <= 72hours of reporting Modem/DCU Failure (including interface cable): <=3 day of reported modem failure Network Failure: <=24 of reported network failure Measured on time taken to resolve the problem Breach of SLA In case the Agency does not meet the service level mentioned above, the owner will treat it as a breach of Service Level Agreement. The following steps will be taken in such a case: Owner issues a show cause notice to Agency Agency should reply to notice within 3 working days
BD%20for%20%20Package-3%20%20dated%20%2026.09.2017.docx