Support Services
Support Strategy
Post go-live, APPSeCONNECT Project Team will provide dedicated support for 3 months. During this time, the integrated environment would be monitored closely. After the first 3 months, the integration would be covered under our standard support. It is proposed that the application will be maintained and supported during the ARR period. Dedicated support staff will be stationed in Kolkata, India and support calls will be attended at the earliest, remotely through remote access.
| Weekdays | Weekend | |
|---|---|---|
| Support Hours | 24 X 5 (Monday to Friday) | N/A |
| Response Time | Based on the priority assigned as per our support strategy | N/A |
APPSeCONNECT Support Ticket Prioritizations and Responses
In order to provide a timely and appropriate service for all our customers, you will be asked to email APPSeCONNECT Support Portal in assigning a Severity Level. These severity levels tell the Support Consultant how each problem affects you and your organization and also assists us in prioritizing and managing the work that is done for you.
The severity levels below are initially assigned by you, but may be changed by the Support Consultant, following a discussion and agreement. The times given for the initial response indicate the first diagnostic review, following which subsequent action will be agreed. Following the first diagnostic review, support logs (log may refer to a support ticket or any post on our PMS) for issues that are not related to application defects may be closed at APPSeCONNECT’s discretion.
The Severity Levels that can be assigned to your logs are:
- Level 1 – Failures of Application provided by APPSeCONNECT
This level indicates that the problem is causing a total failure within APPSeCONNECT, and you are unable to operate the platform. The impact on your business is acute and some business-critical functions, if not all, cannot proceed. Typically, the inability to use tools or report writer problems would not qualify for Severity Level 1. All Severity 1 problems will be worked on without break until resolved.
Software Support Department recognizes that the ultimate purpose of any software is to support your business processes. When the business is disrupted and critical financial functions cannot proceed in a timely manner, it is essential that the problem be resolved quickly.
A Severity 1 problem reported during working hours will be afforded immediate attention. A technical person will respond to you within 1 working hour or less and provide a fix or workaround within 16 working hours or less. Once the business function is able to continue, the remaining problem, if any, will no longer be treated as a Severity 1, even though there may still be additional work to be done. Any remaining issues will be given a severity level according to the criteria below. - Level 2 – Critical
This indicates that there is a serious problem causing disruption to the business processes, which can be worked around for the time being.
When a normal usage is prevented, Severity 2 logs will be treated as the highest priority tasks during normal working hours. It is our aim to respond to you within 8 working hours, find a fix or workaround the issue within 24 working hours. Once the business function is resolved and can continue, the remaining problem, if any, will no longer be treated as Severity 2, even though there may still be additional work to be done. Any remaining issues will be given a severity level according to the criteria below. - Level 3 – Material
This is the default level if no priority is selected. This would be the normal severity level for the majority of problems, including problems arising with tools and reports, or those which are intermittent, etc. Although these issues require priority handling, they do not currently threaten any critical business functions or development projects.
It is our aim to respond to you within 2 days, find a fix or workaround within 7 days. - Level 4 – Cosmetic
This covers any problem that APPSeCONNECT should be aware of but does not require immediate attention, such as problems with documentation, screen handling, etc.
It is our aim to respond to you within 7 days, convey to the principals, and follow up to provide a fix in the next release of the application. - Level 5 – Enquiry
This covers general application enquiries, questions on the process log, etc. These relate more to training and APPSeCONNECT will suggest proper training for queries in these areas. - Level 6 – Enhancement
Requests for enhanced functionality in applications can be submitted. These should be sent to Software Support Department at APPSeCONNECT. APPSeCONNECT will forward these to the development team and give feedback on the reply.
| Severity Level | Description | Example Incidents | Call Mechanism | Response Time | Resolution Target | Service Window |
|---|---|---|---|---|---|---|
| Severity 1 Critical Impact | Major system breakdown with critical impact on ability to operate business. No work-around or manual process available. The problem must be resolved immediately. | - No logins possible - Critical transactions not working (End of reporting cycle) - No reports working - Application crash preventing use of critical function | APPSeCONNECT Support Portal | Response to Email: Within 1 hour Resolution Work Begin: Within 2 Hours | All Severity 1 problems will be worked on without break until resolved Within 4 Hours 95% Compliance | 24 X 5 (Monday to Friday) |
| Severity 2 High Impact | Serious problem causing disruption to the business processes, which can be worked around for the time being. The Problem must be resolved soon | Critical transactions data sync not working | APPSeCONNECT Support Portal | Response to Email: Within 1 Hour Resolution Work Begin: Within 4 Hours | Within 8 Hours 90% Compliance | 24 X 5 (Monday to Friday) |
| Severity 3 Material | System breakdown causing little impact on Client’s ability to operate Significant business processes. Workaround or manual processes are Available. | Non critical transactions data sync process not working | APPSeCONNECT Support Portal | Response to Email: Within 2 Hours Resolution Work Begin: Within next business day | Within 5 business day 90% Compliance | 24 X 5 (Monday to Friday) |
| Severity 4 Cosmetic | Any problem that APPSeCONNECT should know but does not need immediate attention | Documentation, Log issue etc. | APPSeCONNECT Support Portal | Response to Email: Within 4 Hours Resolution Work Begin: Within 7 business days | Principle Information, Available with next release | 24 X 5 (Monday to Friday |
| Severity 5 Enquiry | No system breakdown. Changes in operating procedures and change requests not having any business Impact. | Training related issues | APPSeCONNECT Support Portal | Response to Email: Within 4 Hours Resolution Work Begin: Within 7 business days | Within 15 business days 90% Compliance | 24 X 5 (Monday to Friday) |
| Severity 6 Enhancement | Request for enhanced Functionality. | - Change requests | APPSeCONNECT Support Portal | Response to Email: Within 4 Hours Resolution Work Begin: Within 7 business days | Within 15 business days 90% Compliance | 24 X 5 (Monday to Friday) |
Support Channel Details
Introducing APPSeConnect Support
Your URL for logging and viewing tickets would be https://support.appseconnect.com. From now you would continue to log tickets and view status of your logged tickets in the system.
Email channel for ticket creation
You can log tickets by sending a mail to support@appseconnect.com and support@insync.co.in. While doing so, please ensure that you are sending mails from your registered e-mail id, else they will be rejected.
Chat Support channel
You can directly chat with us for quick support by logging into https://portal.appseconnect.com, please ensure that you are logging from your registered e-mail id.
Phone Support channel
You can call us at +91-98300 27106 for phone support and select the correct option instructed by IVR. Please mention your project name while speaking to our representative.
Rating, ticket priority and escalations
We would like you to rate us Good or Bad on the basis of how we handled each of your tickets. We take your ratings very seriously.
Every ticket is very important for us, and we would love to resolve each one at the earliest. However, we need time to look at your tickets, understand the problem and provide a proper solution. We hope that you would understand that, occasionally, the process may increase the time to resolve a few critical issues. However, if you feel for some reason that any issue of yours is not properly handled then you can send an email to escalation@appseconnect.com with the ticket number and the specific grievance of yours.
General complaints and suggestions
As humans, we make mistakes. We would also love to hear from you where we are going wrong and what you would expect from an improved support process. Please feel free to register your suggestions and complaints at suggestions@appseconnect.com. We will do whatever we can to make your business better.
Service Level Agreement
| Name | SLA KPI | Warn After | Failure After |
|---|---|---|---|
| High First Response | First Response for Case | 1 hour | 2 hours |
| Normal First Response | First Response for Case | 7 hours | 8 hours |
| High Resolution | Resolution for Case | 7 hours | 1 day |
| Normal Resolution | Resolution for Case | 8 hours | 3 days |
| Low First Response | First Response for Case | 1 day | 2 days |
| Low Resolution | Resolution for Case | 2 days | 7 days |
Project Terms and Conditions
- Variation Order: When a project issue falls outside the project scope, either party may raise a ‘Variation Order’. This is a Purchase Order or Change Order request for additional services, which is not covered within the agreed scope of the project and of this offer. All involved parties may request variation orders, but all variation orders applicable to this offer shall be approved by the customer in writing before the commencement of work. APPSeCONNECT will quote time, duration, cost and starting date within 14 (Fourteen) days after submission of any variation order. Changes or additional Purchase Orders, released on raising such variation order will be payable in advance, and separately from the agreed contract cost.
- Staff Employment: The customer or any associated company shall not offer direct or indirect employment to or otherwise engage any person employed by APPSeCONNECT on this project, during the period from the date of a contract for the project upto the expiry of twelve (12) months after the completion or termination of this Project (howsoever caused) save with the express prior written consent of APPSeCONNECT.
- Outstation Location Charges: Any service provided at sites beyond 50 kms from Kolkata, India will be treated as outstation location and extra charges will apply for attending to any work related to installation, customization, maintenance etc. The customer will reimburse APPSeCONNECT all the costs incurred in the transportation of the software and consultants to the outstation sites, and all the costs of maintaining consultants/engineers at the outstation site. These costs will be as per APPSeCONNECT’s standard out-of-station charges applicable at the time of the service being rendered and shall be paid for separately within 30 days from date of invoice.
- Availability of Infrastructure: The customer must ensure that the necessary hardware and networking infrastructure is in place for developing, testing and deploying the applications, prior to the commencement of the project.
- Project Team Modifications: APPSeCONNECT reserves the right to substitute any personnel or any sub-contracting partner in the project, at its own discretion, if necessitated. APPSeCONNECT will ensure, as the primary contractor, that the project is completed on time and to agreed quality levels, irrespective of these changes.
- Payment Terms: Payments in full is due within 7 days of Signature Date as per the defined Payment Schedule mentioned in Proposal and Invoice provided by APPSeCONNECT. Overdue payments may bear interest at the lesser of 1.5% per month or the maximum rate allowed under applicable law. All payments to APPSeCONNECT are exclusive of all current and future taxes, including without limitation, sales, use, value-added, withholding or other taxes or levies on transactions made hereunder, excluding taxes based on APPSeCONNECT’s income. All payments are non-refundable and non-cancellable except as otherwise expressly provided in the Agreement.
- Terms of Using APPSeCONNECT : Terms of using APPSeCONNECT is available here – https://www.appseconnect.com/terms-of-use/
APPSeCONNECT at its discretion can change the Terms of using APPSeCONNECT. All such changes will be informed to APPSeCONNECT Customers prior changing on the website. - Maintenance of the Product: This service is available to all the customers who are under active Subscription Plan and applicable from the date of purchase of license. Maintenance period is valid for one year from the date of purchase / renewal. The maintenance will be to 1 designated site where the designated unit is installed. Maintenance currently includes the availability of new Releases of the Software and Software correction packages. Maintenance does not include the adaptation of any Extensions or Modifications developed by or for Licensee to new Releases, nor does Maintenance Services extend to any Modifications and the product version which are not supported by ERP and Ecommerce/CRM. APPSeCONNECT and APPSeCONNECT’s licensors reserve the right to make changes to its global support policy. Any changes will be made known to the Licensee with three months advance notice.
- Standard Services Inclusions under implementation : Below services will be come under APPSeCONNECT responsibility in due course of implementation.
- Systems info verification
- APPSeCONNECT Installation (Chargeable in case of re-installation)
- APPSeCONNECT Testing at Client environment
- APPSeCONNECT Training (Chargeable in case of retraining)
- APPSeCONNECT Customization Delivery
- APPSeCONNECT Upgrade patch availability
- Bug Fixing in vanilla APPSeCONNECT and customization done by APPSeCONNECT
- Standard Services exclusions under implementation : Below services will not come under customer responsibility in due course of implementation
- Client side systems info
- Backup of Source and Target Applications
- Existing Data Synchronization
- Server Maintenance
- APPSeCONNECT Upgrade
- Network Management
- System Monitoring
- Customization: Any feature which is not part of product out-of-box offering and requires the customer to serve his unique business need will be considered as a customization. It will be totally APPSeCONNECT prerogative to incorporate or not the suggestion considering the feasibility, cost impact and business justification. The customization is charged at the negotiated cost between customer and APPSeCONNECT.
- Customization Support: The customization done on the connector product will be supported by APPSeCONNECT for six months from the date of delivery which is a standard warranty for customization.
