Support Process

ERP Support Process

A) Support Service Scope

• Manned telephone support
• Monitored email support
• Remote assistance using Remote Desk Feature List
• Daily system health check
• Daily system and data backup
• Regular information of updates

B) Support Service Availability

• Telephone support : 9:00 A.M. to 6:00 P.M. Monday – Friday
• Email support: After Normal Business Hours*
• Remote assistance.
• Onsite support – If required we also provide onsite support member for a required period as per the clients requirements
• Business Hours - Monday to Friday, From 9 AM to 6PM

C) Service Level Definition for Trouble Tickets (Issue/Bug)

• Telephone support : 9:00 A.M. to 6:00 P.M. Monday – Friday
• Email support: After Normal Business Hours*
• Remote assistance.
• Onsite support – If required we also provide onsite support member for a required period as per the clients requirements
• Business Hours - Monday to Friday, From 9 AM to 6PM

Product Upgrade Process Model

REDOMUD Services uses Agile SCRUM methodology for the product evolution and for the fulfillment of feature enhancement requests and release new Product Version every year.

Product Upgrade Flow

Customization Process Model – Agile Waterfall Model