Governance & Service Levels

Clear accountability, transparent reporting, and enforceable targets.

Programme Governance

Quarterly; chaired by Gov CIO; members MoH/MoE/Defense/Finance; vendor & independent QA observers.

Weekly status; RAID tracking; change control board; benefits realization tracking.

Gate reviews at milestones; red team exercises; external audits on controls & SLAs.

Data escrow every quarter; documented exit runbook; state owns configs, keys, and IaC.

Service	Metric	Target	Penalty
Connectivity	Availability	≥ 99.5% (Phase II+)	Service credit + mitigation plan
Incidents	MTTR (P1)	< 4 hours	Credit + on-site escalation
Patching	Critical patch window	< 7 days	Non-conformance report
Security	Detection to containment	< 24 hours	Credit + root-cause report
Change	Success rate	≥ 98%	Remediation plan