Software As A Service Support Policy

SaaS Support

This document, including all exhibits describes various aspects of SaaS Support such as scope, responsibility, contact details, response / resolution times and error correction services for the specified SaaS Services in an Order Form.

Any capitalized terms used in this document in relation to SaaS Support which are not specifically defined in this document but defined in the applicable Software as a Service Agreement referring to this document, hereafter referred as “Agreement”, shall have the meaning as described in the Agreement.

Incident Severity and Response Time

Service Availability

• Service Availability SLA for Digitate provided SaaS Services shall be 99.50%, applicable as standard for production SaaS instance.
• Service Availability calculation shall exclude Scheduled Downtime, Unforeseen Downtime, Emergency Maintenance, and non-production SaaS Instance.

Service Credits Calculation

*2: Service Credits shall not be applicable for Studio Software provided as a service.

Official Support Contact Channels

Customer may contact TCS to report an error and request SaaS Support services by any of the following methods:

• Toll free Numbers, please refer to Exhibit D.
• Support team email: ignio.support@digitate.ai.
• TCS provided incident management portal available at: https://support.Digitate.com

Customer Responsibilities

General responsibilities during regular operations:

• Operations engineer by Customer: TCS recommends Customer to appoint support engineers trained in administration and operation of the SaaS Services. Refer Exhibit E for details on recommended attributes of Operations engineer.
• Operations engineer shall ensure periodic data backup/ maintenance of the Customer Environment including the SaaS Services configuration data.

Pre-requisites and responsibilities during incident lifecycle

Before incident registration: 

• Operations engineer shall perform initial analysis of issues or queries received from Authorized Users and provide information, resolution, or workaround for known issues.
• If Operations engineer is unable to provide resolution, Operations engineer shall register incident through the official support channels and provide the relevant information during incident registration. For details on Operations engineer responsibilities during incident lifecycle, refer Exhibit E.

During incident investigation: 

• Promptly respond to inquiries from SaaS Support team.
• TCS may request use of remote screen-sharing tools solely for the purpose of analysis of the incident and only if such analysis cannot be conducted solely through an examination of the logs and related files. TCS shall ensure that the information received from Customer during remote screen-sharing shall be used solely for the purpose of providing SaaS Support to Customer.
• Upon request by SaaS Support team, Customer shall approve and facilitate screensharing access to SaaS Support team for troubleshooting the reported issues.
• Provide additional logs and any other investigative information requested by SaaS Support team for troubleshooting the reported issues.
• TCS ignio support team may troubleshoot issues on TCS authorized communication, messaging application call and record the sessions with prior consent from the audience for Training and Quality purposes.
• In case of any disagreement to record the call, TCS ignio support team will discontinue the session and troubleshoot the issue further via ignio Support portal ticket only.

Post provision of incident resolution

• Perform extensive regression testing post application of TCS provided resolution on non-production SaaS instance.
• Perform system back-up prior to application of TCS-provided resolution on production environment.

Release of Service Pack(s) and Patch(es) to the Software Version

• TCS has the sole discretion to determine whether and when to develop or release any Service Pack or Patch to the Software Version.
• TCS will apply Service Pack or Patch to the SaaS Instance during the Scheduled Downtime only. Customer agrees not to delay or prevent TCS from applying Service Pack(s) or Patch(es).
• During Emergency Maintenance, TCS shall undertake commercially reasonable efforts to notify Customer without any undue delay to prevent major impact to Customer’s operations.

TCS shall not be liable for any delay or failure in the performance of its obligations hereunder, if and to the extent such delay or failure is caused by the actions or omissions of the Customer or due to Customer Extensions or due to its agents or due to a breach of any terms by Customer of the Agreement for the Software to which this support pertains. TCS shall undertake commercially reasonable measures, as may be necessary, to correct or remedy such failures or delays by the Customer.

Business Continuity and Disaster Recovery Management

For more information reach out to : BCP.DR@digitate.com

Digitate offers SaaS based solutions which are designed to be available 24*7. Business continuity and disaster recovery plans are designed to ensure reasonable , minimal disruption for customer business operations. Our SaaS solution hosting providers Microsoft Azure and Amazon Web services (AWS) provide geographic and regional redundancies for our SaaS solution. The data for each customer account is continuously replicated to recovery data center.

For data center list of our hosting providers refer below links

Microsoft Azure Data Center Locations, Map – Azure Cloud Datacenters – Server Locations

Amazon AWS – 289 Data Centers – Locations and Details (datacentermap.com)

Digitate SaaS operations team determines whether an event or outage constitutes a disaster requiring activation of a Disaster Recovery (DR) plan. This is decided on the basis of certain factors such as nature of incident, the expected resolution time, and the disruptive consequences of executing the plan. Note that any software defects, despite their severity, do not qualify for disaster recovery treatment because we run the same code everywhere, and therefore switching to a different data center or hardware will not resolve the impact.

Periodic DR drills ensure that systems and processes are in place, as well as to assess and enhance the competency of all key personnels for successful implementation of DR activities.

Digitate provides two disaster recovery options for its customers:

Standard disaster recovery

Provides resiliency with recovery time objective (RTO) of 24 hours, and a recovery point objective (RPO) of 12 hours.

Premium disaster recovery

Is designed to reduce the time it takes to recover service after a disaster level event. This option allows failover quickly and minimizes disruption in operations with recovery time objective (RTO) of 4 hours, and recovery point objective (RPO) of 15 minutes

Exhibit A: Definitions

The following table describes the terms used in this document and their definitions.

Exhibit B: End of Life Policy

SaaS Services End of Life Policy

• TCS may, at its sole discretion, end all on-going or planned software development, maintenance, and support (“SaaS End of Life”) for the SaaS Services. At least 12 months prior to the effective date of the SaaS End of Life, TCS shall notify Customer through email or through a notification on the SaaS Instance.
• TCS shall refund any Fees, already paid by Customer, for the unutilized duration of the Term of Order Form(s) for such SaaS Services.
• During the timeframe between when SaaS End of Life notification is sent to Customer and the actual effective date of SaaS End of Life, the SaaS Services will be supported as follows:
  • No new enhancements will be made to the SaaS Services.
  • No enhancements will be made to the SaaS Services to support new or updated versions of the platforms to which the SaaS Services connect.
  • TCS shall develop new hot fixes for problems of high technical impact. With Customer’s assistance, Parties shall mutually determine the degree of impact and exposure and the applicable commercially reasonable remedies.

Digitate End of Support Policy

Digitate product obsolescence for following versions as:

Obsolescence of the release means the following:

Customers who are on active support have a choice:

• Continue using ignio as is and be limited to the support outlined below until the end-of-life date.
• Choose from our latest platforms to adopt the version that best suits your needs.
• Customers will need to migrate prior to the end of support date.

Digitate is committed to providing you with the highest level of customer care. Please read below for key timelines and support options:

*Code level and security fixes will be given only if the fix is not available in any of the existing above supported releases. If the fixes are available in subsequent releases, then the customer is expected to upgrade.

* Software updates, Code level fix and security fixes will be given only if the fix is not available in any of the existing current releases. If the fixes are available in subsequent to current releases, then the customer is expected to upgrade.

Exhibit C: Support Management

Geo-wise Escalation Manager responsibilities

• Addresses issues escalated by Customer as per Severity
• Follows and engages major incident management process for Severity 1 issues till the time services are restored.
• Engages required stakeholders to address escalated issues.
• Provide regular updates on escalated issue status to all stakeholders.
• Understands business criticalities and drives efforts for continuous improvement.
• Provide Root Cause Analysis for escalated issues.

Exclusions for Geo-wise Escalation Manager

• Address escalations from non-assigned geography
• Address product feature requests and customization
• Address issues with Severity 3 and lower
• Participate in product planning (use-case addition/deletion, cost optimization) with customers.

Exhibit D: Toll-free numbers

The following table lists the toll-free numbers by country.

Exhibit E: Attributes of Customer Operations engineer:

Customer shall appoint Operations engineer(s) trained on all relevant aspects of the SaaS services who will typically analyze the symptoms, replicate the issue, determine the probable cause, propose solution or workaround and work with Customer to apply the solution or work around.

Operations engineer would typically handle and provide information that includes:

• Detailed investigation analysis with relevant logs, and investigation information
• Creating problem description
• Environment / build details
• Steps to reproduce.
• Actual results and expected results

Version: 4.5, Dec 2025

Release Date: April 23^rd, 2025

Changelog: Revised EOL dates table format

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