Management, Monitoring, Reporting & Support नमूना खंड

Management, Monitoring, Reporting & Support. 5.8.1. End to end link management and maintenance (including router) should be performed by the ISP on a 24x7x365 basis. As and when required the ISP should be deploy engineer on-site for assisting the Bank in re-configuration / troubleshooting during the entire period of contract. 5.8.2. The ISP should provide operational support (viz. end to end link monitoring, maintenance, configuration changes as per Bank’s requirement etc.) after Installation, deployment, and operationalization of the links during the entire period of contract. No additional cost whatsoever would be provided by the Bank. 5.8.3. The ISP shall have an arrangement for lodging/registration on 24X7X365 basis of issues/complaints/change requests through various channels such as web portal (ticketing tool), email, SMS, toll free number etc. with the designated officials of the ISP. Primarily, the Bank’s Network Integrator shall lodge the issues/complaints on behalf of the Bank. A standard operating procedure (SOP) shall be shared with the Bank in this regard by the ISP which shall also contain, inter alia, escalation matrix up to Chief Operating Officers. The ISP shall assign a unique number identifying the issue/complaint lodged by the Bank irrespective of the mode used and also assign a severity level for each of the issue. The ISP shall provide well trained service support staff to effectively handle the queries/issues raised by the Bank. The ISP should have well defined capabilities and procedures to track call resolution progress, status and provide the updates to the customer. 5.8.4. For the Support services & SLA where involvement of third party service provider is required, there should be a Back to Back agreement between ISP & third party service provider. The Services from the third party service provider should be available round the clock. 5.8.5. The Bank has network team for monitoring and liasoning with service provider for network related issues. The Bank network team will be single point of contact with the ISP NOC team for all service related issues. 5.8.6. The ISP shall ensure availability of adequate number of field engineers (dedicated/non-dedicated) for handling any configuration/fault/repair etc. within the timelines stipulated in this RFP. 5.8.7. The ISP to provide details of call lodging procedure along with escalation matrix. The ISP has to keep the escalation matrix up to date during the entire period of the contract. 5.8.8. The ISP shall notify well in advance (no...