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.