Maintenance And Support
Last update: 1 Jan, 2024
Support and maintenance services are included in the SaaS Service subscription Schedule and entitles Customer to the following.
- Telephonic or electronic support in order to help Customer locate and correct problems with the Software.
- Bug fixes and code corrections to correct Software malfunctions in order to bring such Software into substantial conformity with the operating specifications.
- All extensions, enhancements and other changes that Symbiosis, at its sole discretion, makes or adds to the Software and which Symbiosis furnishes, without charge, to all other subscribers of the SaaS Services.
- Up to two (2) dedicated contacts designated by Customer in writing that will have access to support services.
- Symbiosis is not responsible for the actual identity of the User. Each User shall itself confirm their own identity as well as identity of other Users prior to entering into any form of interaction with such Users.
Definitions
“Business Hours” means 10am to 6pm IST. Monday to Saturday, except holidays.
“Fix” means the repair or replacement of Software component to remedy Problem.
“Problem” means a defect in Software as defined in Symbiosis’s standard Software specification that significantly degrades such Software.
“Respond” means acknowledgement of Problem received containing assigned support engineer name, date and time assigned, and severity assigned.
“Workaround” means a change in the procedures followed or data supplied by Customer to avoid a Problem without substantially impairing Customer’s use of the Software
Response And Resolution Goals
| Problem Severity | Response Goals | Resolution Goals |
|---|---|---|
| The production system is creating a significant impact to the Customer’s business function preventing that function from being executed. | Symbiosis will Respond within 2 business hours. | Upon confirmation of receipts, a Symbiosis support begins continuous work on the Problem, and a resource from Customer must be available at any time to assist with determination of the Problem. Customer Support will provide reasonable effort for Workaround or Fix within 24 hours, once the Problem is reproducible or once the Software defect is identified. Symbiosis may incorporate Fix in future release of software. |
| The production system or application is moderately affected. There is no workaround currently available or the workaround is cumbersome to use. | Symbiosis will Respond within 4 business hours. | Customer Support will provide reasonable Workaround or Fix within 7 business days, once the Problem is reproducible. Symbiosis may incorporate Fix in future release of Software. |
| The production system or application issue is not critical; no data has been lost and the system has not failed, The issue has been identified and does not hinder normal operation, or the situation may be temporarily circumvented using an available workaround. | Symbiosis will Respond within 8 business hours. | Customer Support will provided reasonable effort for Workaround or Fix within 10 business days, once the Problem is reproducible. Symbiosis may incorporate the Fix in future release of Software. |
| Non-critical issues, general questions, enhancement requests, or the functionality does not match the documented specifications. | Symbiosis will Respond within 24 business hours. | Resolution of Problem may appear in future release of software. |
Getting Support
Customer Support offers to resolve any technical difficulties via online help in the Software, which can be accessed by clicking “Ask for call”. Customer can view status of the submitted tickets in the Software.
The support email address is support@symbiosissystems.in.
The support phone numbers are +91 6351 220 128 and +91 8735 880 973.