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.
