| Cloud | On-Premises | |
|---|---|---|
|
Hours of coverage |
Standard Business Hours |
Standard Business Hours |
|
Support Channel |
Support Ticket |
Support Ticket |
|
Number of tickets |
Unlimited |
Unlimited* |
|
Server Uptime Guarantee |
99.5% |
Not applicable as Infrastructure is managed by customer in this case |
|
Initial Response Time |
||
|
Severity Level 1 (Product application down or major malfunction resulting in majority of users unable to perform their normal functions) |
2 business hour |
1) Initial phone support 2) 4-hour same business day response service+ |
|
Severity Level 2 (Critical loss of application functionality or performance resulting in high number of users unable to perform their normal functions) |
4 business hours |
1) Initial phone support 2) 4-hour same business day response service+ |
|
Severity Level 3 (Moderate loss of application functionality or performance resulting in multiple users impacted in their normal functions) |
1 business day |
1) Initial Phone support 2) Next business day response service+ |
|
Severity Level 4 (Minor loss of application functionality or product feature question) |
2 business days |
1) Initial phone support 2) Next business day response service+ |
|
Days of Availability (excluding holiday) |
Monday to Friday |
Monday to Friday |
|
Timing |
10:00 AM to 06:00 PM |
10:00 AM to 06:00 PM |
For accounts with lesser than 100 users subscription, parallel tickets are not entertained .i.e. a new ticket will be taken up only when an existing ticket is resolved.
-
*First year support is free for On-Premise Editions, but from the second year client needs to purchase a separate support pack for the service to continue
+ When you first submit a ticket to our support team we will ask you to participate in some limited phone-based troubleshooting to identify the root cause of the issue. Let the support executive know what is the error or issues you are facing and the steps you have taken to resolve the issue. If the issue cannot be solved over the phone we will send you a support executive at your location. This onsite 4-hour response time for Severity Level 1 to 4 is for companies located in Mumbai only.
But for companies located outside Mumbai the onsite service support depends on the locations. We will offer you quickest of the possible onsite services. The traveling of the support executive to the customer location to and fro will be borne by the company.
-
Auto Close of Support Tickets
Tickets which are waiting for client's reply will be closed after 48 hrs. We will assume, since the ticket was not responded to, that the issue has been resolved. If assistance is still needed, please reopen or create a new ticket.
-
Convergence IT Services Holiday List
- Jan 01, 2021 New Years Day
- Jan 26, 2021 Republic Day
- May 01, 2021 Maharashtra Day
- May 12, 2021 Eid-ul-Fitr (Ramazan Id)
- Aug 15, 2021 Independence Day
- Sept 10, 2021 Ganesh Chaturthi
- Oct 02, 2021 Mahatma Gandhi Jayanti
- Oct 15, 2021 Dushera
- Nov 04, 2021 Diwali
- Dec 25, 2021 Christmas
