The central recordkeeping agency shall adhere to various service levels as specified by the Authority or as required by the National Pension System Trust, in course of developing application, setting up of Information Technology infrastructure and overall operations and maintenance activities. The service levels with respect to performance requirements shall cover the following key parameters, as applicable, for all components under the central recordkeeping agency’s scope,-
(a) availability;
(b) scalability;
(c) security;
(d) manageability;
(e) performance;
(f) reliability;
(g) maintenance;
(h) extendibility;
(i) interoperability.
There shall be strict adherence to the stated service levels and shall be monitored by the National Pension System Trust.
The National Pension System Trust shall reserve the right to appoint an external agency to audit the compliance to service levels as well as all security and performance components. The central recordkeeping agency shall be required to strictly adhere to all the service levels specified by the Authority or as required by the National Pension System Trust under the following categories, namely: -
(i) service operations and maintenance for each stakeholder under the National Pension System;
(ii) performance requirements with respect to application, architecture and technology platform, network, hardware and human resources and other like things as may be specified by the Authority.