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Products > InfoPrompt® > Support


ANNUAL MAINTENANCE CONTRACT (AMC):

  • Applicable after 365 days from date of deployment of uncustomized version.
  • 12.5% per year of Total cost of License Fees for the first year.
  • 2.5% escalation for each subsequent year.
  • AMC Covers:
    • Maintenance upgrades/ patches for the same version, as and when available.
    • English speaking, 24 hour a day and 7 day a week, Technical Help Desk will be available, serviced by competent System Support Executives.
    • Access to Technical Support Web Portal will be made available to nominated users for availing online Technical Support.

ONSITE TECHNICAL & WARRANTY SUPPORT (OTWS) - Service Level Options:

Service Level Coverage Onsite Technical Personnel Technical Personnel on Call Toll Free Telephonic Help Line Online Tech Support
Level-1 24 x 7 Onsite 1 Software Engineer per location/ per 8 hr shift NA 24 x 7
Level-2 16 x 6 Onsite
+ 24 x 7 Offsite
1 Software Engineer per location/ per 8 hr shift Software Engineer will be available on 24 x 7 basis and will reach site within 2 hrs of logging the Call. 24 x 7 Online Tech Support Portal +
Level-3 8 x 6 Onsite
+ 16 x 6 Offsite
1 Software Engineer per location/ per 8 hr shift. Software Engineer will be available on 16 x 6 basis and will reach site within 2 hrs of logging the Call. 16 x 6 E-Mail Response within same working day
Level-4 8 x 6 Onsite 1 Software Engineer per location/ per 8 hr shift NA 16 x 6
  • Re-installing and resurrecting the InfoPrompt® software products on computers, which have crashed/ upgraded/ reformatted.
  • Scheduling and ensuring regular back-up and keep Disaster Recovery Server under surveillance.
  • System Administration for Operating System and RDBMS in coordination with Client's IT Department.
  • Assist the Client IT Department to resolve any technical issues/ problems involving InfoPrompt® software.
  • Address any InfoTech related problems involving InfoPrompt® software, which the users may report.
  • Technical Support Executive will be available as per Service Level Option selected.
 
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