Support Process

• Once training delivery ( See details in Training Process) is completed, customers can call 24x7 - +91 435 302 7900 for Support & Maintenance needs
• Unique Customer ID for every Customer
• Every Customer call is recorded and Customer given a unique Support ticket ID
• Customer is informed of Support ticket ID and the status of the support incident through SMS & Mail

• Incident that affects Customer business are responded quickly so that Customer business is revived
• Incident is classified as L1 [24x7 Response Center], L2 /L3 [Remote Support], L4 [Feature Enhancement Request and Compatibility Issues]
• L1 - incidents are resolved over the phone, L2 - using Internet call/chat, through remote support or through email
• L3/L4 incidents are resolved through remote support if they are already available in the latest patch update or Customers can download from www.gofrugal.com and shall apply it by help of 24x7 response center or Remote support
• L3/L4 incidents that are to be addressed are forwarded to the development team. As soon as a patch is made available, they are resolved by remote support
• Compatibility issues caused due to hardware, OS, networking, third-party software etc. are not GoFrugal's support responsibility

1) Customer informed about executive assigned for the support call by SMS
2) Customer informed about each and every status changes through SMS
3) Support incident status tracking in Support Ticket status