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 use of GSL BI Solution.

  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 Go-Live of the GSL BI Solution. Ginesys will continue to support all default reports/Analysis which are available inside the said solution.
Recovery, Restoration or Rebuilding of GSL BI Solution
Recovery, Restoration or Rebuilding of data/environment in case of partial or complete failure of Ginesys BI Server or where a valid backup was not available.
Software re-installation (GSL BI Solution)
Any re-installation of software will be considered as a chargeable request.
License alteration
Request for alteration of license data that typically arises out of operational issues and not caused by issues in the software.
Comprehensive or Operational training
Comprehensive training of GSL BI Solution to new or existing End-user beyond the scope of operational support services, be it onsite or offsite.                
Other Custom Work
Any other Custom work like modification in the Target Template and its corresponding logic, MBQ integration or any other third party data integration and corresponding Analysis development or in any logical change request to existing KPI or measure or dimension after the Go-Live

 

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 BI Solution.

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
ndicates 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.    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  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.

G.    Exclusions

v  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.

v  Any Care would be void is the Customer or any other party makes any changes in the database or existing external data source or source code or in any existing analysis of  GSL BI Solution. Any support required would need to be scoped and charged for separately

H.   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.

v  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.