| 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
To know Complete RayMedi support Terms and conditions, please visit: http://www.gofrugal.com/support-asa.html
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