Post Implementation Support

Support Service Scope

  • Manned telephone support
  • Monitored email support
  • Remote assistance using Remote Desktop
  • Daily system health check

Support Service Availability

  • Manned telephone support
  • Telephone support : 9:00 A.M. to 6:00 P.M. Monday - Friday
  • Email support: After Normal Business Hours*
  • Weekly System Health Checkup - An email will be sent to the customer's contact DL/Email address every week with latest system health checkup report.

Service Level Definition for Trouble Tickets

* Resolve time SLA can be changed based upon the nature and complexity of issues; however support will notify the customer and will regularly update the customer in such cases.