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UpTime Report

 

Sl. No.

SLA Parameter

SLA Target

18th QGR
Period: 
May 14th 2015 to 13th Aug 2015

19th  QGR
Period: 
Aug 14th 2015 to Nov 13th 2015

1

LAN Availability i.e. Uptime of all the Active and passive components in the network.

<=99.9 %

99.96%

99.97%

2

Latency (in Milliseconds) between any two nodes within the same building

Less than 8 ms

3.715 ms

4.523 ms

3

Latency      (in      Milliseconds)
between  any  two  nodes  in between the buildings

Less than 12ms

2.384 ms

4.190 ms

4

Packet Loss between any two
network devices in the network

>1 %

0

0

5

Voice  and  video  quality  for
each   link   measured   every minute

Packet Loss:> 0.10%
Jitter: > 30 ms

2.893 ms

1.496 ms

 

FMS Report  

Sl No.

Descriptions

13thQGR

14thQGR

1

Number of Tickets

2244

2069

2

Violated Tickets

50

185

3

Penalty for Violated Tickets

25335

97603

4

Number of Assets  Added

NIL

NIL

5

Number of assets carry forwarded from Previous QGR

8743

8743

 

Total number of assets

8743

8743

 

Severity Level & Priorities

Severity level & priorities for FMS service :

Priority

Severity Level 1

Severity Level 2

Severity Level 3

VIP users

Any issue for critical/VIP ( As defined by CEG) users assets

 

 

High

Affecting more than 30 users

Affecting more than 10 users and less than 30 users

Affecting less than 10 users

Medium

Affecting more than 60 users

Affecting more than 30 users and less than 60 users

Affecting less than 30 users

Low

Affecting more than 100 users

Affecting more than 50 users and less than 100 users

Affecting less than 50 users

 

 

FMS Ticket resolution time once ticket logged by user :

 

Severity

Resolution Time( working hours)

Severity Level – 1 (S1)

6 hrs ( ReS1)

Severity Level – 2  (S2)

9 hrs  (ReS2)

Severity Level – 3  (S3)

12 hrs (ReS3)

Any change management request which shall include upgradation of an asset/system software or installation of a new software.

24 hrs(ReCM)

Replacement of components where standby is provided (Crep)

6 days (ReCrep)

 

Excluding holidays and extended business hours

Last Updated: 23-07-2020 10:33 AM Updated By: Admin


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