Support Entitlement

S.No.	Description	30 Day Evaluation Support	Standard / Subscription	Premium
1	Business Hours	9 x 5	24 x 7	24 x 7
2	Acknowledgement	2 Business Day	1 Business Day	within 4 Hours*
3	Telephone
4	E-Mail
5	Online support
6	Service Pack/Minor Release
7	Customer Portal Account
8	PSAM - Premium Support Account Manager
9	On site support (If required)
10	Call back request through SMS to SAM +91 90940 39669
11	Chat with support team
12	KBase
13	Trouble shooting guides
14	Support Forum access
15	Business and Technical Best Practice tips through SMS and Mail
16	Security review, Advanced features available in product and Sharing industry best practices**
17	Reinstallation service	N/A	Rs.1,000 + 10.3% Tax chargeable
18	ASA charges for server	N/A	20% of list price + 10.3% Service tax extra	40% of list price + 10.3% Service tax extra
19	ASA charges for each additional client	N/A	20% of list price + 10.3% Service tax extra	40% of list price + 10.3% Service tax extra
20	SQL Service corrupt issues (MSSQL, Oracle, MSAccess, MYSQL, etc...)	N/A	N/A	N/A
21	SQL Database corrupt issues (MSSQL, Oracle, MSAccess, MYSQL, etc...)	N/A	N/A	N/A
22	Hardware issues	N/A	N/A	N/A
23	Data loss	N/A	N/A	N/A
24	Operating system issues	N/A	N/A	N/A
25	Virus issues	N/A	N/A	N/A
Service will be covered service will not be covered ** Limited to 1 person day effort only N/A Not applicable

Notes:

Business Hours: Support will be available 9 hrs a day and 5 days a week (Monday to Friday) for evaluation users, 24 hrs and 7 days a week for standard support and premium support users excluding Indian public holidays.

Acknowledgment: The acknowledgment will be sent within 2 business days for evaluation users, within 1 business day for standard support users and within 4 hours for premium support users.

Telephone & Email: All the users can ring up and contact via email for support inquiries

Only the standard support and premium support users can access online, get connected remotely and make use of the Service pack/minor release.

Only the Premium support can avail the Customer Portal Account, PSAM - Premium Support Account Manager and On site support(If required).

* For Perpetual license model, Support has to be purchased separately and it is requisite for Annual Subscription License Model as well and the Support cost is included.

Options available are formulated as of Jan 2008. Terms and conditions of Support plans, Support features, pricing and support availability are subjected to change. For current plan, please contact support@gofrugal.com