Software As A Service Support policy
Digitate Service Support policy.
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, Response and Resolution time
|Severity type Descriptions|
|Support Hours||24 x 7||24 x 7|
|Response Time||60 minutes||30 minutes|
|Resolution Time||N/A||24 hours|
|Support Hours||Business Hours on Business Days||Business Hours x 7|
|Response Time||4 Business Hours||1 Business Hour|
|Resolution Time||N/A||5 Business Days|
|Support Hours||Business Hours on Business Days||Business Hours x 7|
|Response Time||8 Business Hours||4 Business Hours|
|Support Hours||Business Hours on Business Days||Business Hours x 7|
|Response Time||16 Business Hours||8 Business Hours|
|*1: Above Severity Level descriptions are applicable for production SaaS instance. For incidents raised with Severity 1-3 for non-production SaaS instance, the Severity shall be changed to Severity 3. If TCS provides a work-around that is not reasonably acceptable to Customer but corrects or avoids the issue for Severity 1-2, the Severity Level of the issue will be reduced to severity 3.|
|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)|
|Support Account Manager|
Geo Escalation Manager
|iGuardians (L2)||Standard pooled L2||Designated L2|
|Sense (L1)||Standard pooled L1||Designated L1|
|All Eyes (L0)||Standard pooled L0||Designated L0|
- Service Availability SLA for SaaS Services shall be 99.50%, applicable as standard for all production SaaS instances. For Customers who have specifically opted for HA SaaS Instance in their SaaS Order Form, Service Availability SLA shall be 99.90%.
- 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: firstname.lastname@example.org.
- TCS provided incident management portal available at: https://support.digitate.com
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 query 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 screen-sharing 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 will Conduct all troubleshooting Sessions, Conversations and Meetings over MS Teams and start Recording all Sessions after Taking proper Consent from the audience for Quality purposes.
- If user agrees to record the call, TCS ignio support team will proceed with troubleshooting the reporting issue. In case of any disagreements TCS ignio support team will discontinue the session and update the Ticket accordingly and notify the Users that any further communication will Happen only through the Summit (ITSM tool) Ticket
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 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.
EXHIBIT A: Definitions
The following table describes the terms used in this document and their definitions.
|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.|
|HA||SaaS Services are designed and optimized for high-availability, achieved through components setup in active-active or master-slave configuration|
|Non-HA||SaaS Services are designed and optimized for high-cost efficiency. Low operating cost is prioritized over redundancy.|
|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 request 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. Maximum scheduled downtime in a month shall be 4 hours.|
|Software Version||The underlying version of the SaaS Instance.|
|Unforeseen Downtime||If SaaS Services are not Available due to circumstances beyond TCS’ control including, breach of the Agreement by Customer, suspension or termination of SaaS Services, a Force Majeure event, general internet outages, failure of Customer’s infrastructure or connectivity issues at Customer end, 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.
EXHIBIT C: Support Management
Support Account Manager responsibilities
- Assign designated support associate equipped with knowledge of the use-cases deployed in Customer’s landscape as well as contextual knowledge of Customer Environment to work on Customer’s issues.
- Identify criticality of issues and ensure issue redressal by coordinating necessary support activities and engage with various teams.
- Proactively monitor Customer open cases on weekly / monthly basis.
- Prepare periodic reports and share key insights with relevant stakeholders.
- Proactively notify Customer of new SaaS features and fixes, alert analysis and recommendations.
- Guide the Customer as needed on the various recommended tools and latest training available.
- Compile and deliver root-cause analysis on either SaaS Services or process breakdowns as required.
- Represent organization in support meetings with Customer on a periodic basis.
Exclusions for Support Account Manager
- Planning new use-case implementation in SaaS Services
- Customer use-case performance review and improvement
- Enabling solutions for Customer related to SaaS Services features, building custom external third-party integrations or customizations
- Participation and support in proof of value projects
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 drive 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 customer
EXHIBIT D: Toll-free numbers
The following table lists the toll-free numbers by country.
|Country||Toll Free Number|
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: SaaS Support, March 2022
Release Date: March 21st,2022
Changelog: Introduced Premium Support, revised Service Availability
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