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Products > ARMS® V2 > Support


Support

  • Onsite Tech Support:
    • Where applicable, ARMS® V2 PM(s) are available onsite on all working days during working hours. During Non-working hours/ days, PMs can be reached telephonically, to respond as per SLA limits.
    • Email: Response within next business day.
    • 24x7 access to SDS Tech Support Portal.
    • 24x7 Help Desk. One-step escalation to expert for prompt resolution of problems. Expert will respond within 2 hours of logging the call.
  • Offsite Tech Support:
    • SDS has its Technical Support Center located at Bangalore. Specialist Help is available on all working days during official working hours.
    • During non-working hours/ days, emergency contact numbers are available for obtaining specialist help.
    • Hosted Service Servers are monitored by an Administrator on a 24x7 basis. Tech Support Engineers will reach the Internet Data Centre (IDC) to resolve hardware problems within 1-2 hours on all business days and with 3-4 hours during non-working hours/ days.
  • Bugs & Problem Management:
    • Debugging of any reproducible bugs in the software.
    • Maintenance upgrades/ patches for the same version (including new builds), as and when available.
  • Annual Maintenance Contract (AMC):
    • SDS also provides AMC services on specific terms & conditions on case-to-case basis.
 


 
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