Last updated on 23rd Sep 2022                                                                                                              

1.     Application Support (Ginesys Care):

GSL and its affiliates shall provide support services to ensure the Platform remains functional and useful to the users by fixing bugs and by providing explanations of features of the Platform and helping identify problem areas. This will be extended to you as long as the subscription fees covering maintenance and support for the current period are paid for.

1.1 Update Service

GSL commits to providing regular updates to the Platform. These updates improve performance, fix problems/ defects in the software, or provide new features. Regardless, GSL reserves the right to release new functionality with additional commercial considerations also termed an upgrade. All prioritization of defects and features to be worked on is purely at the discretion of GSL to meet market needs and stability and usability needs.

1.2 Incident Support Service

For the duration of this Agreement, you may open an unlimited number of support tickets free of charge, exclusively for questions regarding defects or quick guidance with respect to the use of the standard features of the Platform.

This service covers the diagnosis and resolution of specific symptoms the Platform 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 the GSL app, this Care Service does not permit further diagnosis and resolution of other customer-side software or hardware infrastructure issues.

1.3 Standard coverage of Ginesys Care

Version update	All apps are other than Ginesys Desktop POS. For Ginesys ERP version update can be done by You as well before being taken up by the care team. For Ginesys Desktop POS the update needs to be taken up by the User.
Defect fixing but without a definite time limit. Usually critical, urgent, and high bugs will be fixed as soon as the fix is understood, developed, and tested. This may require a version update.	All apps. For Ginesys ERP and Ginesys POS, a version update of your instance may be required to get access to the bug fix.
Checking and ensuring error-free reporting for standard released reports	Yes
Explaining module features (not the complete module or software)	Yes
Support for ensuring the advertised working of third-party integrations	All apps may require support and time from a third-party vendor for investigation, bug fixes, testing, and deployment.

  2.        Exclusions

Any support request not falling within the criteria of the above-mentioned services will be considered an “exclusion”. # This will be treated as a Service Request and any such services shall be provided against the Implementation/Support Service pack (support hours) . Also, such service requests don’t have any specific TAT, the resolution time will vary based on different parameters, like the nature of the request, the scope of work, the 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 standard released reports)	Creation or alteration of any Report after the project is handed to the support team. Ginesys will continue to support (i.e. ensure error-free results) all default system reports which are released by the products team.
Crash recovery of Ginesys Desktop 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 (Ginesys POS)	Any re-installation of software will be considered a chargeable request.
Erroneous data entry rectification	Request for any correction of erroneous data that typically arises out of operational issues and is not caused by issues in the software.
License alteration	Request for alteration of license data that typically arises out of operational issues and is not caused by issues in the software.
Comprehensive module or complete software training	Comprehensive training of the 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.
Test Server Support	Test Server Setup and Support

    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 GSL.

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

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

● Any Care would be void if You make any changes in the database/ source code of the Platform. Any support required would need to be scoped and charged separately.

3.        Working with a Partner

For bug fixes, support, and version update services, You may work with a Partner of GSL as the main point of contact. If You decide to work with a Partner, GSL  will subcontract services related to the Partner, who becomes the main point of contact on behalf of you. The Partner may contact us on your behalf for second-level assistance with regard to standard features of the Platform.

In case Implementation Services are provided by Implementation Partners, GSL shall provide Care if and only if a signed Implementation Project Closure form signed by You is provided. It should have a 100% satisfaction (very satisfied) rating.

4.      Access to Support Services:

4.1 Care Portal

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

GSL shall provide support during working hours on business days to You and your nominated representatives to help quickly diagnose problems in using the software and share knowledge base articles or videos. All support will be given remotely via Internet access.

URL: https://care.ginesys.in

4.2 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:

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

ii. A count of 1 primary and 2 add-on email addresses will be allowed to register 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.

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

4.3 Phone

The phone is not considered a direct channel for logging support requests. The phone will primarily be used by customers to enquire about an already logged ticket or by customer care agents to communicate and discuss 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 is generated. Customers should have the support ticket number ready for reference while calling Care phone numbers. The usage of phones as primary means of support may attract additional support fees.

4.4 Support Language:         English, except as set forth in the Order or otherwise agreed in writing

4.5 Support Hours(IST):

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.

4.6 Usage of Remote Support Software

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

5.        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 the Care Team is waiting for more information from the requester (customer)
3	This ticket has been Resolved	Indicates that the Care Team  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 the Care Team  is waiting for information or action from someone other than the requester

6.        Ticket Priority

Urgent

·         Indicates complete disruption of non-critical functional or operational features or degradation of critical functional or operational features and thethe workaround is not available.

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

High

·         Indicates degraded functional or operational features but a workaround is NOT available.

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

Normal / Medium

·       Indicates degraded functional or operational features but a workaround is available.

·       Only a subset of users or non-critical users (reporting) is affected.

Low

·       Indicates degraded functional or operational features but a workaround is available.

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

·       Occurs rarely and with little impact on normal day to day usage   

7.        Response Times

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

Priority*	Response TAT*	Resolution TAT*
Urgent/ Critical	4 business hours	1 business day
High	1 business day	3 business days
Normal/ Medium	2 business days	6 business days
Low	3 business days	10 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 regularly.

See the Ticket Priority section for the understanding of Ticket priority.

•      “Urgent/ Critical”:

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

● 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 delayed.

● 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 improper hardware maintenance, GSL shall not be able to adhere to the resolution on the same business day.

● GSL can adhere to TAT for any bug fix in system reports which have been released generically. For other feature requests, 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, GSL will make sure that you are updated regularly on the corrective action.

8.        Escalation

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

1. escalation@ginesys.in

2. Respective account manager

3. ceo@ginesys.in

9.        Your Responsibilities

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

●        All support shall be online through broadband internet connectivity. It is mandatory for You to provide this facility at all installed locations.

●        You/ user is requested to make all communication related to a ticket preferably via ticket replies or email replies. This will ensure a complete understanding of the issue and its progress which will help GSL to serve you better.

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

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