Service Level Agreements (SLAs) definitions

“Uptime” shall mean the time period for which the specified services/ components with specified technical and service standards are available to the users. Uptime. in percentage, of any component (Non-IT & IT) be calculated as:
Uptime = {1 – [(Downtime)/ (Total Time— Maintenance Time) 1)} * 100

“Downtime” shall mean the time period for which the specified services/ components with specified technical and service standards are not available to the users and excludes the scheduled outages planned in advance for SDC and the link failures.

“Response Time” shall mean the time incident is reported to the help desk and an engineer is assigned for the call.

“Resolution Time” shall mean the time taken (after the incident has been reported at the helpdesk), in resolving (diagnosing, troubleshooting and fixing) or escalating (to the second level or to respective vendors, getting the confirmatory details about the same from the Vendor and conveying the same to the end user), the services related troubles during the first level escalation. The resolution time shall vary based on the severity of the incident reported at the help desk.

“Scheduled Maintenance Time” shall mean the time that the System is not in service due to a scheduled activity. Scheduled maintenance time is planned downtime with the prior approval of Company, during non-business hours. The Scheduled Maintenance time within 10 hours a month as agreed shall not be considered for SLA Calculation.

“Scheduled operation time” means the scheduled operating hours of the System for the month. All scheduled maintenance time on the system would be deducted from the total operation time for the month to give the scheduled operation time. The total operation time for the systems and applications within the Primary DC and DRC infrastructure will be 24X7X365.

“Availability” means the time for which the services and facilities are available for conducting operations on the system including application and associated infrastructure. Availability is defined as:
{(Scheduled Operation Time – System Downtime) / (Scheduled Operation Time)} * 100%

“Incident” refers to any event / abnormalities in the functioning of the Data Centre Equipment / Services that may lead to disruption in normal operations of the services.

Definition of Criticality

Critical: Incidents which impact the overall solution and which has a high impact on service delivery to users. Incidents whose resolution shall require additional investment in components or time or shall involve coordination with OEMs. Incidents for which no work around is available. Any incident which is affecting a majority of users (over 110% of users).

Medium: Incidents which impact a limited number of users. The main application at data center is available but a productivity of limited number user is getting affected. Example, XYZ application is up but certain users are unable to login/ access/ submit request/ process requests. Incidents whose resolution shall require replacement of hardware or software parts, requiring significant interruption in Working of that individual component. Acceptable work around is available. For example, installation of operating system, patches etc.

Low: Incidents whose resolution shall require changes in configuration of hardware or software, which will not significantly interrupt working of that component. Incidents like functionality enhancement and/or support for modifications or maintenance of source code, application version enhancement etc. Support calls to the Helpdesk should be answered in 2 rings.

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