Terms and Conditions
Services Provided
Technical assistance and maintenance services are provided to the Licensee based on agreed fees and responsibilities.
Technical Assistance
Error Diagnosis and Resolution: Assistance in diagnosing and resolving software issues, excluding third-party hardware/software issues.
Support Availability: Support provided Monday to Friday, 9:00 AM to 6:00 PM IST (excluding public holidays). 24/7 mission-critical support available for an additional fee.
Support Channels: Assistance provided via email, phone, or chat by trained personnel.
Severity Levels
Severity 1 (Critical): Production system down, all users affected.
Severity 2 (High): Partial functionality affected.
Severity 3 (Low): Non-critical issues or general queries.
Response and Resolution Times
Severity 1: Response within 4 hours; Interim solution within 16 hours; Final resolution within 1 business day.
Severity 2: Response within 8 hours; Interim solution within 24 hours; Final resolution within 2 business days.
Severity 3: Response within 1 business day; Interim solution within 3 business days; Final resolution within 7 business days.
Revised resolution plans will be proposed if timelines cannot be met.
Maintenance Services:
Program Updates and Releases: All updates/upgrades within the package are included; new software or additional functionality outside the package is excluded unless agreed upon.
Platform Compatibility: Software provided for additional platforms without exceeding user limits. Software is hosted on cloud infrastructure or installed by Divam Technologies; no downloadable/physical copies provided.
Licensee Responsibilities
System Updates: Use the latest software versions provided by Divam Technologies.
Designated Contacts: Assign appropriate support contacts (2 contacts per 100 users).
Feedback and Cooperation: Provide timely feedback and cooperate with Divam Technologies for effective issue resolution.
Maintenance and Support Personnel
Divam Technologies ensures skilled, qualified personnel for timely and efficient support.
Services Provided
Technical assistance and maintenance services are provided to the Licensee based on agreed fees and responsibilities.
Technical Assistance
Error Diagnosis and Resolution: Assistance in diagnosing and resolving software issues, excluding third-party hardware/software issues.
Support Availability: Support provided Monday to Friday, 9:00 AM to 6:00 PM IST (excluding public holidays). 24/7 mission-critical support available for an additional fee.
Support Channels: Assistance provided via email, phone, or chat by trained personnel.
Severity Levels
Severity 1 (Critical): Production system down, all users affected.
Severity 2 (High): Partial functionality affected.
Severity 3 (Low): Non-critical issues or general queries.
Response and Resolution Times
Severity 1: Response within 4 hours; Interim solution within 16 hours; Final resolution within 1 business day.
Severity 2: Response within 8 hours; Interim solution within 24 hours; Final resolution within 2 business days.
Severity 3: Response within 1 business day; Interim solution within 3 business days; Final resolution within 7 business days.
Revised resolution plans will be proposed if timelines cannot be met.
Maintenance Services:
Program Updates and Releases: All updates/upgrades within the package are included; new software or additional functionality outside the package is excluded unless agreed upon.
Platform Compatibility: Software provided for additional platforms without exceeding user limits. Software is hosted on cloud infrastructure or installed by Divam Technologies; no downloadable/physical copies provided.
Licensee Responsibilities
System Updates: Use the latest software versions provided by Divam Technologies.
Designated Contacts: Assign appropriate support contacts (2 contacts per 100 users).
Feedback and Cooperation: Provide timely feedback and cooperate with Divam Technologies for effective issue resolution.
Maintenance and Support Personnel
Divam Technologies ensures skilled, qualified personnel for timely and efficient support.