Version 1.0, 1 April 2021

1.  Application Support (Ginesys Care)

1.1 Update Service

The Provider commits provides regular  updates   to the Platform as described in this schedule. These updates improve performance, or fix problems/ defects in the software or provide new features. Regardless, Provider reserves the right to release new functionality with  additional commercial considerations   also termed as an  upgrade. All prioritization of defects and features to be worked on is purely at the discretion of the Provider 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 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 Provider’s software, this Care Service does not permit further diagnosis and resolution of other customer side software or hardware infrastructure issues.

2.  Exclusions

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 any such services shall be provided against Implementation/Support Service pack(hours)  . 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 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 to the support team. Ginesys will continue to support all default system reports which are released by the product team.
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 (Ginesys 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.
Comprehensive module 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.
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 the Provider.

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

3.  Working with a Partner

For bug fixes, support and version update services, the Customer may work with a Partner of the Provider as the main point of contact. If the Customer decides to work with a Partner, we will subcontract services related to the Partner, who becomes the main point of contact of the customer. The Partner may contact us on behalf of the customer for second-level assistance with regard to standard features of the Software.

In case Implementation Services are provided by Implementation Partners, Provider 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.

4.  Access of 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.

The Provider shall provide support during working hours on business days to the Customer and its nominated representatives to help quickly diagnose problems in using the software and sharing of 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 ‘junk’ or ‘spam’ filters of your email Customer.  

4.3 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 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 Care phone numbers.

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

Provider may require a remote connection for resolution of technical issues via Remote Support i.e.  https://remote.GSL.in   only. Provider 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.

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 workaround is not available.

▪ Affects a large set of users or 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

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

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

7.  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, the provider 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 ” 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

● 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 a 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 having improper hardware maintenance, Provider shall not be able to adhere to the Resolution on the same business day.

● Provider 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 Provider will make sure that the Customer is 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 applicable level of Escalation mentioned below:

1. escalation@ginesys.in

2. Respective Account Manager

3. ceo@ginesys.in

9.  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 e-mail.

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

●  Customers are 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 Provider  to serve the customer better.

●  To get remote support assistance on any issue, customers 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.

10.   Exclusions

● 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.