Software as a Service Partner Support Policy
Digitate Partners Policy.
OEM SaaS Support
The purpose of this document for OEM is including all exhibits describes various aspects of SaaS Support such as scope, responsibility, contact details, response times and error correction services for the specified SaaS Services in an Order Form.
Any capitalized terms used in this document in relation to OEM SaaS Support which are not specifically defined in this document but defined in the applicable OEM 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*1 | Support Features | Time |
Severity 1
| Support Hours | 24 x 7 |
Response Time | 60 minutes | |
Severity 2
| Support Hours | Business Hours on Business Days |
Response Time | 4 Business Hours | |
Severity 3
| Support Hours | Business Hours on Business Days |
Response Time | 8 Business Hours | |
Severity 4
| Support Hours | Business Hours on Business Days |
Response Time | 16 Business Hours |
Additional Support Features | Applicability |
Self-help resources like, knowledgebase, Documentation | Yes |
Advice on SaaS Services features, problem diagnosis, online ticket management and support analytics | Yes |
Support Management (Please refer Exhibit C for details) | |
Digitate L2 Support | Standard pooled L2 |
Service Availability
- Service Availability SLA for SaaS Services shall be 99.50%, applicable as standard for all production SaaS instances.
- Service Availability calculation shall exclude Scheduled Downtime, Unforeseen Downtime, Emergency Maintenance, and non-production SaaS Instance.
Official Support Contact Channels
OEM may contact Digitate to report an error and request SaaS Support services by any of the following methods:
- Support team email: ignio.support@digitate.com.
- Digitate provided incident management portal available at: https://support.digitate.com
- Portal access and credentials will be included as part of SaaS Instance on-boarding process.
OEM Responsibilities
General responsibilities during regular operations:
- Operations engineer by OEM: Digitate recommends OEMs to appoint L1 support engineers trained in administration and operation of the SaaS Services.
- 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 OEM, OEM to apply the solution or work around as appropriate.
The kind of issues a L1 support engineer would typically handle include (but are not limited to):
- Severity 1 issue handling and work with Digitate L2 support should it be Software or SaaS Services issue to restore the environment
- Refer Digitate product and SaaS documentation
- Software user interface related, integration, adapter, proxy related configurations, the required logs are available in Software user interface
- Scheduler and proxy maintenance, and dashboard monitoring
- Maintain Documentation, knowledgebase of issues and troubleshooting, their own ticketing systems for reference ticket IDs etc. raised by the OEM for themselves or their end customers
- Communication with Digitate and OEM stakeholders
- Ignio administration and User Management if OEM permitted
- Use Digitate support Self Service
- Coordination with Digitate SaaS provider and ensuring adherence to their SLAs
- Work with Digitate SaaS Support team during scheduled maintenance window and communicate with the OEM
- Work with Digitate SaaS Operations team during scheduled maintenance window for proxy upgrades/updates/patch application as applicable
During the course of troubleshooting an issue to arrive at a resolution, if the issue requires expertise beyond the knowledge of the L1 support engineer, the issue will be escalated to Digitate SaaS support with required L1 troubleshooting information by raising ticket on Digitate support portal.
Operations engineer would typically handle and provide information that includes:
- Detailed investigation analysis with relevant logs, and investigation information
- Creating problem description
- Environment details
- Steps to reproduce
- Actual results and expected results
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.
During incident investigation:
- Promptly respond to inquiries from SaaS Support team.
- Digitate 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. Digitate shall ensure that the information received from OEM during remote screen-sharing shall be used solely for the purpose of providing SaaS Support to OEM.
- Upon request by SaaS Support team, OEM 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.
Post provision of incident resolution
- Perform extensive regression testing post application of Digitate provided resolution on non-production SaaS instance.
- Perform system back-up prior to application of Digitate-provided resolution on production environment.
Release of Service Pack(s) and Patch(es) to the Software Version
- Digitate has the sole discretion to determine whether and when to develop or release any Service Pack or Patch to the Software Version.
- Digitate will apply Service Pack or Patch to the SaaS Instance during the Scheduled Downtime only. OEM agrees not to delay or prevent Digitate from applying Service Pack(s) or Patch(es).
- During Emergency Maintenance, Digitate shall undertake commercially reasonable efforts to notify OEM without any undue delay to prevent major impact to OEM’s operations.
Digitate 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 OEM or its agents or due to a breach of any terms by OEM of the Agreement for the Software to which
this support pertains. Digitate shall undertake commercially reasonable measures, as may be necessary, to correct or remedy such failures or delays by the OEM.
EXHIBIT A: Definitions
The following table describes the terms used in this document and their definitions.
Term | Definitions |
Available |
AND
|
Business Day | Monday to Friday (excluding local holidays observed by Customer / OEM) |
Business Hours | 8:00 a.m. to 6:00 p.m. (Customer / OEM observed local time) |
Digitate | A product unit of Tata Consultancy Services Limited |
Emergency Maintenance | For situations which require urgent attention, such as but not limited to, application of security patches, Digitate 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 Digitate provides a reasonably acceptable work-around which corrects or avoids the issue. |
SaaS Instance | Customer / OEM -specific SaaS Services instance |
L1 Support | L1 is the initial support level responsible for handling technical and non-technical issues logged by OEMs. An L1 support engineer will typically analyze the symptoms, gather required information from the OEM, understand the issue, determine the cause, propose solutions and work with OEM to implement the appropriate solution. |
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 OEM for maintenance of SaaS Services shall be treated as |
| Scheduled Downtime. Digitate shall undertake reasonable efforts to prevent major impact to OEM’s operations upon specific request from OEM. 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 Digitate’ control including, breach of the Agreement by OEM, suspension or termination of SaaS Services, a Force Majeure event, general internet outages, failure of OEM’s infrastructure or connectivity issues at OEM end, telecommunications failure and delays or cyber-attacks, etc. shall be treated as Unforeseen Downtime. |
