Software As A Service Support Policy
Digitate 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
| Severity type Descriptions | Actions | Support Features | Standard | Premium |
Severity 1 ▪SaaS services are not available OR ▪Authorized user unable to perform any task on the UI OR ▪ignio not picking up any new work AND ignio not processing existing work – ad hoc or scheduled AND no workaround available. | ▪Digitate Product support considers this as a major incident and initiates a war room for troubleshooting to restore the environment (PROD) ▪Status updates (each hour) will be provided to the agreed stake holders ▪Engage All Hands-On Deck (AHOD) if not restored in 1 Hour ▪Escalate to leadership in case of vendor dependency | Support Hours | 24 x 7 | 24 x 7 |
| Response Time | 60 minutes | 30 minutes | ||
Severity 2 ▪SaaS Services are available. ▪SaaS Instance (production) is functional but certain critical features or functions are failing. ▪A workaround is available | ▪Support engineers will analyze the issues offline and provide updates on the incident in support portal ▪Connect with the user if required (restore / resolve) | Support Hours | Business Hours on Business Days | Business Hours x 7 |
| Response Time | 4 Business Hours | 1 Business Hour | ||
Severity 3 ▪SaaS Services are available. ▪SaaS Instance (production) is functional but certain minor features or functions are failing | ▪Support engineers will analyze the issues offline and provide updates on the incident in support portal ▪Connect with the user if required (restore / resolve) | Support Hours | Business Hours on Business Days | Business Hours x 7 |
| Response Time | 8 Business Hours | 4 Business Hours | ||
Severity 4 ▪Cosmetic errors or minor suggestions | ▪Support engineers will analyze the issues offline and provide updates on the incident in support portal ▪Connect with the user if required (restore / resolve) | Support Hours | Business Hours on Business Days | Business Hours x 7 |
| Response Time | 16 Business Hours | 8 Business Hours |
| Additional Support Features | Standard | Premium |
| Self-help resources like, knowledgebase, Documentation | Yes | Yes |
| Advice on SaaS Services features, problem diagnosis, online ticket management and support analytics | Yes | Yes |
| Support Management (Please refer Exhibit C for details) | ||
| Geo-wise Escalation Manager | Yes | Yes |
| L2 Support | Standard pooled L2 | Designated L2 |
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
| Service Availability range (per calendar month) | Service Credit*2 per month (% of monthly SaaS Fees) |
| Greater than or equal to Service Availability SLA | No credit |
| Greater than (Service Availability SLA minus 0.10%) but less than Service Availability SLA | 2% |
| Greater than (Service Availability SLA minus 0.20%) but less than (Service Availability SLA minus 0.10%) | 5% |
| Greater than (Service Availability SLA minus 0.30%) but less than (Service Availability SLA minus 0.20%) | 8% |
| Less than (Service Availability SLA minus 0.30%) | 10% |
*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: support@Digitate.com.
- 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.
| Term | Definitions |
| Available | i. “Available” means that an Authorized User can login to the production SaaS Services account and the post-login landing page is displayed successfully. AND ii. Production SaaS Services can process autonomous requests or requests from Customer. |
| Business Day | Monday to Friday (excluding local holidays observed by Customer) |
| Business Hours | 8:00 a.m. to 6:00 p.m. (Customer observed local time) |
| Emergency Maintenance | For situations which require urgent attention, such as but not limited to, application of security patches, TCS shall perform emergency maintenance activities. |
| Patch | A sub-version of the Service Pack that includes bug fixes for functionality issues, improve security, performance and add new minor features (For example, Patch 1) |
| Response | Acknowledgement of incident provided by SaaS Support team through email, chat or on the incident portal. |
| Response Time | Time from raising incident requests through the official support channels specified in this document to provision of Response by SaaS Support team. |
| Resolution Time | Resolution time is defined as the time taken from provision of Response till the time TCS provides a reasonably acceptable work-around which corrects or avoids the issue. |
| SaaS Instance | Customer-specific SaaS Services instance |
| Service Availability | Means the percentage of the total time duration in a calendar month when SaaS Services were Available, subject to the exclusions agreed in this document. For clarity, Service Availability is always calculated during a calendar month. |
| Service Availability SLA | Means the minimum committed Service Availability in a month |
| Service Pack | A sub-version of the Named Version that includes maintenance release, bug fixes, cumulative Patches, and enhancements (For example, Service Pack 1) |
| Scheduled Downtime | Any downtime communicated with an advance notice of a minimum of 48 hours to Customer for maintenance of SaaS Services shall be treated as Scheduled Downtime. TCS shall undertake reasonable efforts to prevent major impact to Customer’s operations upon specific request from Customer. The advance notice will include an estimated timeframe for the completion of the downtime. |
| Software Version | The underlying version of the SaaS Instance. |
| Unforeseen Downtime | If SaaS Services are not Available due to circumstances beyond Digitate’s control including, breach of the service level agreement by cloud service providers, End Customer, suspension or termination of SaaS Services, a Force Majeure event, general internet outages, failure of End Customers infrastructure or connectivity issues at End Customers, telecommunications failure and delays or cyber-attacks, etc. shall be treated as Unforeseen Downtime. |
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:
| Version | End of Support |
| Cheetah | From 15-Apr-2024 |
| Dragon | From 07-Jan-2025 |
| Eagle | From 01-Feb-2026 |
| Flamingo | From 01-Feb-2027 |
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:
| Item | Current support | End of support |
Software updates (Already released service packs and patches) | Yes* | No |
Self-help resources (Documentation, enablement, support KEDB) | Yes | Yes |
Technical support (Product support answer queries, debugs, performs RCA, gives solutions and work arounds) | Yes | No |
Defect support (Provide code level bug fixes) | Yes* | No |
Critical security updates (Provide fixes for security related issues) | Yes* | No |
Enhancement requests (Features, technologies, adapters) | No | No |
*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.
| Country | Toll Free Number |
| Argentina | 08004447242 |
| Australia | 1800492097 |
| Austria | 0800298378 |
| Belarus | 882000110595 |
| Brazil | 08000258758 |
| Bulgaria | 008002100067 |
| Canada | 18442977639 |
| China | 108007143092 108001403097 |
| Cyprus | 80096086 |
| Czech (Rep) | 800144226 |
| Denmark | 80253247 |
| Finland | 0800917757 |
| France | 0800903316 |
| Germany | 08001807697 |
| Hong Kong | 800960151 |
| Hungary | 0680109981 |
| India | 18002666771 |
| Ireland | 1800901633 |
| Israel | 1809457242 |
| Italy | 800793791 |
| Japan | 006633813336 |
| Latvia | 80005365 |
| Luxembourg | 80027454 |
| Malaysia | 1800818014 |
| Netherlands | 08000220197 |
| New Zealand | 0800480379 |
| Country | Toll Free Number |
| Norway | 80069020 |
| Philippines | 180011102034 |
| Poland | 008001124745 |
| Portugal | 800819147 |
| Russia | 88003017169 |
| Singapore | 8001013374 |
| Slovenia | 080081760 |
| South Africa | 0800991330 |
| South Korea | 00798142037242 |
| Spain | 900808101 |
| Sweden | 0200330991 |
| Switzerland | 0800848272 |
| Taiwan | 00801127628 |
| Thailand | 1800011000 |
| U.K. | 08000315060 |
| Uruguay | 00040190920 |
| United States | 18442335950 |
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 23rd, 2025
Changelog: Revised EOL dates table format
Copyright © 2025 Tata Consultancy Services Limited. All Rights Reserved.
