Tech Specification Sample Part 2

2. System Performance

General Requirements

2.1.1 The System shall support online transactions, scheduled batch jobs as well as ad hoc batch jobs submitted by the users.

Online Response Time

2.1.2 Online response time shall be measured as the elapsed time from the moment a user initiates a computer process by pressing a key or clicking a mouse or other input device to the time at which the generated output is seen on the screen of the PC.

A computer process can be a query or an update to a database, a request of an electronic document or any other logical unit of business transactions that involved interactive responses.

2.1.3 The System shall meet the Response Time as stated below. In the event that the Response Time cannot be met and the cause of the problem is within the Provider's responsibility, the provider shall carry out all the required remedial actions and remedial services at no extra cost.

Function System Response Time

a. Login (a) Shall not exceed x(x) seconds for xx percent (xx%) of the transactions.

b. Online update (b) Shall not exceed xx seconds for xx (xx%) of the transactions.

c. Online enquiry/query (c) Shall not exceed x(x) seconds for xx (xx%) of the transactions.

d. Displaying a graph or reports (d) Shall not exceed xx(x) seconds for xx (xx%) of the transactions.

Diagnosis and Recommendation

2.1.4 If the Provider deems that a problem is not due to a component of the System, the Provider shall diagnose and show concrete evidence that this is so.

Even then, the Provider shall be required to recommend specific actions to resolve the problem. The Provider shall bear all costs in the diagnosis of the root cause of the problem.

Batch Process

2.1.5 The Provider shall ensure that all ‘batch processes’ are completed within the designated batch window. The Provider may choose to recommend the execution of certain batch processes to be performed during the daily operation hours, provided that they do not in any way affect the performance of the online operations.

Fine-Tuning

2.1.6 The Provider shall fine-tune the System when necessary, as requested so as to ensure that the System meets the performance standards as specified.

Measurement of Response Times

2.1.7 In the event of doubt, the Provider shall provide facilities, at no additional cost, for the measurement of response times to the nearest one-tenth of a second, when requested by.

Database Optimisation

2.1.8 The Supplier shall ensure that the database design is optimized to achieve the required system performance.