Maintenance Services

This is agreed between the Parties that payment of Annual License Fees is mandatory to avail the Maintenance Services.  Terms and conditions and scope of the Maintenance Services are as below:

A.    Services covered under Maintenance Service

  1. Operational Support Services:

The operational support services offer hand holding of operational issues in day-to-day business activities via sharing of relevant knowledge base articles or videos, e.g. information and demonstration of how to configure tax masters, franchisee sites, new articles and mapping other business processes.

  1. Incident Support Services

This service covers diagnosis and resolution of specific symptoms the Software is currently facing. Incidents may occur due to issues in the software or other factors like operating system software environment, hardware and networking infrastructures etc. Once reasonably established that an issue is not related to GSL software, this Maintenance Service does not permit further diagnosis and resolution of other customer side software or hardware infrastructure issues.

  1. Product Updates:

This set of services includes software patch release for defects, which have been brought to our notice and new features and functionality as per GSL priorities. This service is available within active subscription period of the Maintenance Service as long as the product is supported and not declared obsolete. This service does not imply any warranty for the product.

  1. Scope of Support Services:

Any support request not falling within the criteria of the above mentioned services will be considered as an “exclusion”. This will be treated as a Service Request and will be invoiced separately. Also, such service requests don’t have any specific TAT, the resolution time will vary based on different parameters, like, nature of request, scope of work, effort required etc. Refer following table for sample service requests which do not fall under the scope of standard services.

Title

Description

Report creation or alteration (beyond)

Creation or alteration of any Custom Report after project is handed support. Ginesys will continue to support all default system reports which are released by Product team.

Recovery, Restoration or Rebuilding of Ginesys HO Software Data


Recovery, Restoration or Rebuilding of data in case of partial or complete failure of Ginesys HO Server or where a valid backup was not available.

Crash recovery of Ginesys POS software data


Recovery, Restoration or Rebuilding of data in case of partial or complete failure of Ginesys POS server or where a valid backup was not available.

Software re-installation (HO or POS)

Any re-installation of software will be considered as a chargeable request.

Erroneous Data Rectification

Request for any correction of erroneous data that typically arises out of operational issues and not caused by issues in the software.

License alteration

Request for alteration of license data that typically arises out of operational issues and not caused by issues in the software.

Software update execution


Execution of Ginesys HO or Ginesys POS software at stores beyond the scope of operational support services.

Comprehensive or Operational training

Comprehensive training of software to new or existing software operators beyond the scope of operational support services, be it onsite or offsite.

Other Custom Work

Any other Custom work like making of Barcode PRN, POS PRT Design, etc.


   Other assistance requests, such as questions related to development or customizations may be covered through the purchase of a separate Implementation/ Support service pack. In case it’s not clear if a request is covered by this Agreement, the decision is at the discretion of the Provider.

This does not include support for Third party Applications or Other Cloud Services.

Any visit requests to a Customer location shall require be consumed for minimum 8 hours out of implementation /support pack plus charges related to traveling, lodging and boarding expenses.

Any Care would be void is the Customer or any other party makes any changes in the database/ source code of the Platform. Any support required would need to be scoped and charged for separately.


B.      Support Channels 

Support requests can be logged in either of the following channels.

v GSL Care Portal:

All support requests must be logged in the GSL Care portal mentioned below with reasonable detail, before the same can be attended by a customer care agent.

url: https://care.ginesys.in

v Email

Support requests can also be logged in the support portal by sending an email with the issue description to the below mentioned email address.

Email: care@ginesys.in

Notes for email communication:

·         Emails from only registered email addresses of customers will be converted into valid support tickets

·         A count of 1 primary and 2 add on email addresses will be allowed to registered as support contacts. Please log a ticket in the support portal or send a mail from your primary email address to register additional support email addresses.

·         Please make sure that the email responses from care@ginesys.in do not get filtered by ‘junk’ or ‘spam’ filters of your email Customer.

v  Phone

Phone is not considered as a direct channel for logging support requests. Phone will primarily be used by customers to enquire about an already logged ticket or by customer care agents to communicate and discuss about support tickets. Calls will be addressed by the customer care executives only if a support request is logged by portal or email and a ticket id generated. Customers should have the support ticket number ready for reference while calling GSL Care phone numbers.

C.    Business Hours

Ginesys Customer Care operating hours are as below -

Monday - Friday:  10:30 AM to 6.30 PM

Saturday:  10:30 AM to 2.30 PM

Off Hours Support (including Saturday after 2:30, Sundays and Holidays) :  On call to Account Manager (For Emergency Issues Only)

Note: Emergency issues are issues that indicate complete loss of functionality of whole or part of Ginesys or Ginesys POS software.

D.    Usage of Remote Support Software

GSL is responsible for establishing remote connection for resolution of technical issues via GSL Remote Support i.e. https://remote.GSL.in only. GSL Care would not be responsible and is not bound to connect over other remote connection software for technical troubleshooting. Customer must allow the connection made against invitation GSL Remote Support which will be shared as Ticket reply to the requester of the ticket.

E.    Ticket Status

Sl. No.

Ticket Status

Remarks

1

Being Processed

Indicates a ticket has been created from any channel and is in progress.

2

Awaiting your Reply  


Indicates that GSL Care is waiting for more information from the requester (customer)

3

This ticket has been Resolved 

Indicates that GSL Care has submitted a solution for the issue.

4

This ticket has been Closed 

Indicates that a ticket in a state from where the ticket cannot be reopened. Any resolved ticket will be auto-closed after 3 days unless reopened in the meanwhile

5

Awaiting reply from Third Party 

Indicates that GSL Care is waiting for information or action from someone other than the requester


F.  Ticket Priority

Urgent

  • Indicates complete disruption of non-critical functional or operational feature or degradation of critical functional or operational feature and workaround is not available.

  • Affects a large set of users or critical set of users

High

  • Indicates degraded functional or operational feature but a workaround is NOT available.

  • Large set of users or critical set of users are affected

Normal

  • Indicates degraded functional or operational feature but a workaround is available.

  • Only a subset of users or non-critical users (Reporting) is affected.

G.    Response Times

The response turnaround time (TAT) for any ticket shall be applicable as below:

Priority*

Response TAT*

Resolution TAT*

Urgent

4 business hours

1 business day

High

1 business day

3 business days

Normal

2 business days

6 business days

* TAT calculation as per Business hours/day.

Note:  - For “Urgent” tickets, if the resolution time is more than 1 business day, GSL shall assign a dedicated resource who will be coordinating and updating the customer about the resolution on a time to time basis.

See Ticket Priority section for understanding of Ticket priority.

  “Urgent” as defined by GSL means:

If you are in retail:

●      POS not billing

●      POS not applying promotions

●      Sync not happening with POS

If you are in manufacturing or wholesale:

●      Not able to receive goods

●      Not able to dispatch goods

●      Not able to invoice customers

v  The expected resolution time depends on the complexity of the issue that has been logged in with support team via a workaround, temporary patch or a documentation support. In case it requires any Business Understanding with multi team coordination the resolution will get further delay.

v  Final fix of the incident shall be part of the next release of the software

v  In case it is clear that the Urgent Issue has occurred due to Non Compliance of recommended infrastructure to be provided or having improper hardware maintenance, GSL shall not be able to adhere to the Resolution on the same business day.

v  GSL can adhere to TAT for any Bug Fix in System reports which his released generically. For other feature request, enhancement or Custom delivery TAT cannot be ascertained without having proper scope clearance.

v  3rd Party Integration Service related TAT cannot be ascertained without proper RCA. However GSL will make sure that is Customer is updated regularly on the corrective action.

H.   Escalation

In case the issue is not resolved in the acceptable time frame the same will be escalated to applicable level of Escalation mentioned below:

1.        escalation@ginesys.in

2.       Respective Account Manager

3.       ceo@ginesys.in

I.     Customer’s Responsibilities

v  Customer is requested to nominate one person (having sound knowledge of the products used by Customer) for coordination of incident resolutions. To serve the Customer better the communication process should be through e-mail.

v  All support shall be Online through broadband internet connectivity. It is mandatory for Customer to provide this facility at all installed locations. Remote access tool are also required to recreate the issue and resolve it.

v  Complete detail of hardware, OS and other context and exact steps to create the incident need to be given.

v  Customer is requested to make all communication related to a ticket preferably via ticket replies or email replies. This will ensure complete understanding of the issue and its progress which will help GSL to serve the customer better.

v  To get remote support assistance on any issue customer must make arrangement of stable internet connectivity with fare bandwidth at the concerned installation location.

v  Customer must adhere to the GSL recommendation for GSL deployment. GSL may not be liable for any issue raised due to incompatible infrastructure and the resolution of such cases will not be guaranteed.

v  For deployment of any bug fix or feature enhancement it is mandatory to keep the software system updated to latest released GSL version.

v  Customer is responsible for updating their profile/KYC parameters for receiving regular support from GSL Care. Customers must register their phone / mobile number / email address for proper communication. In case Customers communicate via unregistered email address GSL Care reserves the right to treat it as an irrelevant ticket.

v  GSL is responsible for establishing remote connection for resolution of technical issues via GSL Remote Support i.e. remote.GSL.in only. GSL Care would not be responsible if Customer user any other remote connection software for technical troubleshooting. Customer must allow the connection made via GSL Remote Support i.e. remote.GSL.in The Customer may distribute the software to its authorized franchisee for limited use only.

J.     Warranties & Damages

v  GSL shall not be liable for any indirect, consequential damages, loss of profit, loss of revenue, loss of goodwill and loss of anticipated savings. Limitation of Liability – The limitation of liability will be in accordance with Clause 8 (Limitation of Liability) of the End User License Agreement.

v  The Care (support or updates) provided by GSL does not make it liable for any material or non-material damage suffered by the Customer or any 3rd party.

Except as provided under this Agreement (including but not limiting to all the Parts of this Agreement), GSL disclaims all other warranties, express or implied, statutory or otherwise, as to the quality, performance, durability, including any warranty for merchantability or fitness for a particular purpose and all such warranties, conditions, undertaking and terms are hereby excluded to the fullest extent permitted by law.