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, retail sites, new products and mapping associated business processes.

2. 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 RIPL software, this Maintenance Service does not permit further diagnosis and resolution of other customer side software or hardware infrastructure issues.

3. 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 RIPL priorities. This service is available within the 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.

4. 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 to the 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 the project is handed support. Zwing will continue to support all default system reports which are released by the Product team.
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 software at stores beyond the scope of Zwing 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 setting drivers for the printer, barcode configuration, etc.

B.       Service Terms

The following detailed service parameters are the responsibility of the Implementer in the ongoing support of this Agreement.

Service Scope

The following Services are covered by this Agreement

I.  Manned telephone support

II.  Monitored email support

III.  Remote assistance using Remote Desktop where available

Customer Requirements

Customer responsibilities and/or requirements in support of this Agreement includes on-line support will be provided with no additional charges. Reasonable availability of customer representative(s) when resolving a service-related incident or request.

Service Assumptions

Assumptions related to in-scope services and/or components, including changes to services will be communicated and documented to all stakeholders.

Service Management

Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services and related components.

Service Availability

Coverage parameters specific to the service(s) covered in this Agreement are as follows:

●  Telephone support: 10:00 am to 7:00 pm IST Monday - Saturday. Except for a few mandatory public holidays.

●  Best efforts will be made to address the calls after office hours. However, in case the call is not answered the caller can always leave a voicemail. Although no action can be guaranteed until the next working day. Key Account Manager to be contacted out of office hours in case of an Urgent issue.

●  Email support: Monitored 10:00 am to 7:00 pm IST Monday - Saturday.

●  Emails received outside of office hours will be collected, however no action can be guaranteed until the next working day. Except in case of Urgent issues for which support will be provided within the target resolution time.

Ways to contact service provider’s support team

Support over call	0124 6811148
Support over email	support@gozwing.com
Ticket submission via support URL	help.gozwing.com

 

Service Requests

In support of services outlined in this Agreement, the Implementer will respond to service-related incidents and/or requests submitted by the Customer within the following time frames:

●  0-2 hours for issues classified as Urgent tickets.

●  0-4 hours (during business hours) for issues classified as High priority.

●  Within 48 hours for issues classified as Medium priority.

●  Within 3 working days for issues classified as Low priority.

●  Remote assistance will be provided in-line with the above timescales dependent on the priority of the support request. (Remote access will be provided on incident basis with Licensee Approval)

Problem Classification (Impact)	Initial Response (Peak time)	Target Resolution or Mitigation
Level 1 - Urgent	0 - 2 hours	4 - 8 hours
Level 2 - High	2 - 4 hours	24 - 48 hours
Level 3 - Medium	48 hours	10 business days, or specific release
Level 4 - Low	Within 5 working days	Case-by-case, future releases

Guidelines for calculating impact

Classification	Definition	Example
Level 1 - Urgent	Critical production issues that severely impact the usage of the service. The situation halts your business operations and no procedural workaround exists. a.  The service is down or unavailable. b.  A critical documented feature/function is unavailable.   Represents a complete loss of service or a significant feature that is completely unavailable, and no workaround exists.	Critical show-stopper issues which could halt your daily business operations like:   a.  POS not billing. b.  POS not applying promotions or taxes. System crashes, freezes and terminates uncontrollably. Application of wrong price in the system against a product.
Level 2 - High	Service is operational but highly degraded performance. Customer is able to access some, but not all business resources. Important features of the application are  unavailable with no acceptable workarounds; however, operations can continue in restricted fashion. Bug creating significant impact to existing service or application integration.	Customer is unable to access the Admin dashboard. Users can access Zwing, but access is slow, sometimes resulting in messages like “Page not Found” or similar. Users are able to perform billing transactions but the reporting and GRN modules are not functional in the system. The system has issues after software update or integration with any other product. One or more printers are frequently disconnecting from the system and are not able to reconnect for some reason. Although, the operations can continue by sending the invoices to the customers via SMS/mail.
Level 3 - Medium	There is a partial, non-critical loss of usage of the service with a low-to-medium impact on your business, but your business continues to function.  Short-term workaround is available, but not scalable. Difficulty integrating new business or any other third-party applications.	Non-critical issues which do not impact the use of services e.g. one or more users are not able to access the dashboard independently.   User interface or cosmetic issues. Filters are not working in the sales report. Merchant request to integrate a new business application. Incorrect product behaviour with a minor impact. One or more EDC (Electronic Data Capture) devices are not functional; however, there is at least one functional EDC device that can be used until a permanent resolution can be determined.
Level 4 - Low	Inquiry regarding a routine technical issue; info requested on application capabilities, navigation, installation or configuration. Bug affecting a small number of users.  Acceptable workaround available. Minor service impact or feature enhancement request.  Customer is able to access almost all business resources. Includes product questions, feature requests.	Queries related to product flow or feature enhancement Request. Customer requests assistance with making menu changes, or other system settings. Questions regarding the suggested steps or process in certain modules, like GRN process

If the priority level is not set by the customer, the ticket will default to Priority level 3.
 

Zwing reserves the right to reclassify the priority level at any time if we reasonably believe the classification is incorrect. Reclassifications are almost exclusively used in situations where a ticket is submitted as Priority 1, but the situation contradicts the Priority 1 definition - usually a non-production set-up issue, or how-to question. Zwing team members may also increase the priority level if the situation is deemed to be more urgent than originally reported.

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

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

●  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, ZWING shall not be able to adhere to the Resolution on the same business day.

●  ZWING can adhere to TAT for any Bug Fix in System which is released generically. For a feature request, enhancement or custom delivery, TAT cannot be ascertained without having proper scope clearance.

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

 

  Escalation Matrix

Escalation Level	Designation	Email address
1st level of escalation	Customer support	support@gozwing.com
2nd level of escalation	Respective Key Account Manager	As assigned to the project
3rd level of escalation	Chief Operating Officer	coo@gozwing.com

 

3.  Customer’s Responsibilities

●  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 email.

●  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.

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

●  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 Zwing to serve the customer better.

●  To get remote support assistance on any issue, customer must make arrangements for stable internet connectivity with fair bandwidth at the concerned location.

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

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

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

4.  Exclusions

●  Any support visit requests to a Customer location will have to pay for at prevailing man-day rate (plus taxes) plus charges related to traveling, lodging and boarding expenses.

●  In case of sales by sales partners, RIPL shall provide Care if and only if a signed Implementation Project Closure form signed by the Customer is provided. It should have a complete satisfaction rating.

5.  Warranties & Damages

●  RIPL 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.

●  The Care (support or updates) provided by RIPL 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), RIPL 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.