Support Policy


1. Creating & Managing Support Cases

​Subscribers may open a support case by visiting the Exzatech online support portal at https://www.exzatechconsulting.com/helpdesk Subscribers are provided instructions on accessing the EXZATECH support portal and other available support methods. There are no limits on support account authorized users. New users can be added by request from an authorized administrator to [email protected]

To ensure we can properly address your issue, please ensure that you: 

  • Follow specific guidelines posted on the support portal on how to open support cases.
  • Correctly classify the issue either as an Incident, Query, or otherwise.
  • Provide an initial Priority Level for Incidents.
  • Identify the specific deployment and products affected.
  • Provide sufficient information with your report so EXZATECH can replicate or otherwise understand the Incident and respond appropriately.
  • Respond promptly to outreach from EXZATECH's support team to provide any additional necessary information.
  • Work with the stakeholders in your organization to ensure their participation as necessary to reach a satisfactory outcome.
2. Support Case Types

A EXZATECH Subscription includes access to a support account, which handles distinct types of support cases:

An “Incident” represents a failure of one of the specific production or pre-production deployments covered by your subscription. Production deployment is a system that performs, or assists in performing, legally binding transactions and where a failure of a system in production will have an immediate economic impact on the end users and on the organization. A pre-production system is part of a release management system encompassing staging, testing, or QA deployments.

A “Query” provides general technical support for EXZATECH products. Queries may represent questions about features, usage, functional implementation, or best practices, as may arise during evaluation, development, or migration activities. A Query need not be linked to a specific production or pre-production deployment.

Managed Services subscribers may open “Hosting Incidents” concerning the operation of a system under EXZATECH Managed Services. A general question concerning Managed Services is captured as a “Hosting Query,” and a request for a deployment or configuration change is captured as a “Hosting Task.”

3. Service Levels

For each Incident EXZATECH endeavours to respond to and resolve the case as quickly as possible, within the Target Response Time, Target Workaround Time (if applicable), and Target Resolution Time associated with an Incident’s Priority Level. In the event that a Workaround is not reached for an Incident within the Target Workaround Time, or a resolution is not reached within the Target Resolution Time, taking into account any delays in the Subscriber’s provision of the necessary information, the Incident will be escalated to the EXZATECH executive team and an Incident “war team” comprised of EXZATECH support engineer(s), EXZATECH executive(s), and Subscriber representative(s) will be convened and a response plan will be established, including technical assessment, mitigation strategy evaluation, resource allocations, and status update frequency. The support team will work continuously under the direction of the war team until a final resolution of the Incident is reached.

Support Service Levels:

Hours of Coverage:    "24x7x365" or "8x5" or "8x6" as specified in the contract.

Incidents

P1

P2

P3

Target Response Time

1 hour

4 hours

6 hours

Target Workaround Time

24 hours

48 hours

72 hours

Target Resolution Time

48 hours

72 hours

1 Business Week

Support Case Limits

No limit

No limit

No limit

Queries


Target Response Time

1 Business Day

Target Resolution Time

Best efforts

Support Case Limits

Up to the Query Support Limit

Hosting Incidents

P1

P2

P3

Target Response Time

15 minutes

90 minutes

8 hours

Target Workaround Time

4 hours

24 hours

72 hours

Target Resolution Time

48 hours

72 hours

1 Business Week

Status Update Frequency

every 4 hours

every 8 hours

every Business Day

Escalation

8 hours



Support Case Limits

No limit

No limit

No limit

Hosting Tasks & Queries


Target Response Time

1 Business Day

Target Resolution Time

Best efforts

Support Case Limits

Unlimited

4.Incident Priority

A Subscriber makes the initial determination of the priority level of Incidents, pursuant to the severity of impact.

If a case is misclassified with respect to priority level or the type of case, the support team, in consultation with the Subscriber, will reclassify the case accordingly.

Incident Priority Level - Guidelines

Priority Level 1 (P1): Critical

o   The Subscriber has had a substantial loss of service.

o   All or a substantial portion of the Subscriber’s mission-critical data is at significant risk of loss or corruption.

o   The Subscriber’s business operations have been severely disrupted.

o   The Subscriber is at risk of damage to its reputation.

o   Failure in a pre-production deployment is blocking a critical release to production.

o   For Managed Services: The Subscriber cannot access the system.

o   For Managed Services: A government or legal stop order is placed on the Subscriber requiring the service to cease with immediate effect.

Priority Level 2 (P2): High

o   Operations can continue in a restricted fashion, although Subscriber’s long-term productivity might be adversely affected.

o   Internal software error causing the Supported EXZATECH Product to fail, but restart or recovery is possible.

o   Severely degraded performance.

Priority Level 3 (P3): Medium

11.  Impaired operations of some components, but allows the user to continue using the software.

12.  Imminent deployment milestones are at risk.

13.  Nominal performance degradation.

14.  Software errors.

5. Scope

To be in scope for support, an Incident must affect the operation of the specific Supported EXZATECH Product instances associated with, and within the usage limits defined by the subscription.

The scope of a Query encompasses EXZATECH products applicable to the project. Queries arising from completely different projects are not in scope – distinct projects (different goals, business units, development or operational teams) should have distinct Subscriptions.

Queries are subject to maximum hourly Query Support Limits as specified in the Subscription Order Form. All hours expended by EXZATECH in reaching a satisfactory resolution are counted towards this limit, with the exception of hours expended by EXZATECH in developing a fix for a product, connector, migration script, or documentation where the error or omission is so severe that it prevents the products from being used at even a basic level.

To be in scope for Managed Services Support, an Incident must involve the deployment, upgrading, maintenance of the Exzatech Product (Or other products specifically covered under support contract), network configuration, starting, stopping, monitoring, availability, or performance of the products within the parameters of the deployment architecture provided to the Managed Services team, and does not include resolution of bugs, feature requests, or product performance limitations. Any Incidents determined to be product-related rather than operational will be reclassified as Incidents or Queries outside the Managed Services Support as appropriate.

EXZATECH will investigate issues raised relating to custom product extensions. However, resolutions to such issues may be outside EXZATECH’s direct control. Changes to customized code are at EXZATECH’s discretion, and we may suspend the SLA for such incidents. A full resolution to an issue in a custom product extension may require a consulting engagement.

A resolution to an Incident may in some cases consist of advice to seek a solution elsewhere – namely when the issue is caused by a hardware failure, third-party software, EXZATECH products that have been heavily modified outside the many well-documented and supported extension mechanisms, attempts to use the software in an environment or for purposes for which it was not designed or well outside the published specs, issues that are effectively requests for consultancy services, or if no progress can be made without an onsite visit (unless your subscription provides for this feature).

We may suspend the SLA for an incident – or for the entire support account if the issue isn’t addressed promptly – if your Subscription lapses, if we find you are using any EXZATECH software in production without a subscription (even if the incident doesn’t directly affect the unsupported software), if you have exceeded any limits defined in your Subscription if you have failed to conform to applicable license terms, if you are using the support system improperly or abusively, or if you are using the software for illegal purposes.

For us to provide good service, we often need your help with the incident: prompt response to requests for information through our support system, following our advice or instruction on a resolution or properly installing Updates that are recommended as part of the resolution. On a P1 Incident, we expect you to make resources available on a 24x7 basis to assist EXZATECH’s round-the-clock efforts in resolving the Incident. Our Service Level targets are predicated on your sufficient involvement.

6. Support Levels

EXZATECH’s Enterprise Support Plan offers L1-L4 support on a either 8 x 5 or 8 x 6 or 24x7x365 basis as specified in your subscription contract. OEM Support Plan offers L2-L4 support on 8 x 5 or 8 x 6 or 24x7x365 basis as specified in your subscription contract.

Level 1 (L1)

Initial case acceptance from the End User, validation of support eligibility, initial response, and case assignment. Collection of basic information about the product usage scenario, deployment environment, and configuration as may be needed to understand the issue thoroughly.

Level 2 (L2)

Diagnosis of the issue and verification that the issue is related to the EXZATECH product. Application of known solutions to the issue, where related to product usage, configuration, deployment, update level, or environment.

Level 3 (L3)

Advanced reproduction, analysis and debugging. Provision of a fix through re-configuring, adjusting the use of the product or adjusting the deployed environment.

Level 4 (L4)

Developing a product update or documentation fix that resolves the issue.

7. Updates & Upgrades

Updates are available to Subscribers and other registered users through the EXZATECH Update services. Updates are cumulative within an update channel – new updates issued by EXZATECH include or depend upon previous updates made to the affected component. Subscribers are encouraged to stay up to date with all relevant Updates from EXZATECH. Updates are available to Subscribers and may be used both for development activities and production deployment.

If EXZATECH determines that an Update is required in order to remedy an Error in one or more Supported EXZATECH Product components, which determination EXZATECH will make acting reasonably and in good faith, EXZATECH will identify or develop a Fix, build and certify the Fix into an Update and make that Update available through the EXZATECH Update service. EXZATECH will provide Fixes it develops to the provider or development community for the software component, who can subsequently make a determination if the Fix will be committed into the software component’s source code tree.

Subscribers are encouraged to upgrade regularly. Upgrading to a newer minor or major version does not invalidate your Subscription. Please keep EXZATECH informed of any significant usage changes regarding the products under Subscription – it helps us respond more quickly and effectively to support cases.

8. Lifespan and Deprecation

EXZATECH commits to support each major and minor release of the Supported EXZATECH Product for a minimum of 3 years from the date of release. After this period EXZATECH may discontinue EXZATECH Support Services for a product version at any time.

After EXZATECH notifies Subscriber of the intention to discontinue support for a product version, EXZATECH will use commercially reasonable efforts to continue to support the version for at least one year after that announcement.

A complete record of the release and active support dates for each product version is maintained at Product Life Cycle Page.

9. Changes to or Discontinuation of Services

EXZATECH reserves the right to modify this Support Services Policy subject to the terms of the Subscription entered into between the Subscriber and EXZATECH.

10. Technical Account Management

When provided for in your Subscription, EXZATECH will assign a qualified Technical Account Manager (TAM) to your account. The TAM provides you with a primary point of contact for coordinating EXZATECH support and delivery issues.

Your assigned TAM acts as a dedicated contact for your support services, maintaining context and accelerating response and resolution times. A TAM can be engaged through the online support system, or directly (email, phone, chat). For a non-trivial issue, the TAM will ensure the issue is recorded as a support case in the support system. The TAM will respond to and resolve cases within their expertise, assist with issue regression, analysis, and debugging, and coordinate the development of bug fixes, and the building, testing, and delivery of updates by the EXZATECH support team. The TAM is a member of any Incident “war team” escalation process. We also encourage you to establish a regular status meeting between the stakeholders of your EXZATECH project and the TAM.

When your TAM service indicates dedicated hours, your TAM will establish a weekly schedule with you (8, 20, or 40 hours) during business hours in your time zone. Within these dedicated hours, support cases in your account are the TAM’s top priority with a goal of responding in 30 minutes or less to incidents of all severities and queries. Outside the pre-scheduled hours, but within the working hours of the TAM, your account is second in priority only to the dedicated hours of another account managed by the TAM. Issue priority within your account remains a priority based on a first-come-first-served basis unless you coordinate with the TAM to establish a different priority. Outside the working hours of the TAM, or at any point the TAM is already engaged in a top priority case, general EXZATECH support system access and SLAs continue to be available.

Note that the allocation of a TAM does not alter the support SLA but establishes a priority queue for your support cases within the support duties of your specific TAM. The TAM is allocated and remains managed exclusively by EXZATECH. Except in case of emergency replacements, EXZATECH will provide you with 7 days of advance notice of any change in your designated TAM.


11. Questions

Questions or correspondence about this policy can be directed to [email protected] , or to EXZATECH, Attn: Vice President - Customer Support, Exzatech Consulting And Services Private Limited., #63/1, 1st Floor, Makam Plaza, 18th Cross Malleshwaram, Bengaluru - 560 055, Karnataka, India

12. Definitions

“Business Day” means any day, excluding weekends and public holidays, in the India and other countries where we conduct our business, unless otherwise specified in a Subscription.

“Business Week” means five consecutive Business Days.

“Combined Product” means each value-added software application program and/or computer hardware product specified in a Subscription that (i) incorporates the Supported EXZATECH Product and (ii) is developed by Subscriber for commercial distribution to more than one End-User.

“Query Support Limit” means the maximum allowed utilization within a Subscription term of the support system for raising Queries, measured in hours expended by EXZATECH in reaching a resolution.

“Documentation” means any current user guides, operating instructions, release notes, update announcements, installation guides, on-line help files regarding the use of the Supported EXZATECH Product, manuals or other materials that are generally made available with the software by EXZATECH.

“End User” means Subscriber or a third party licensed to use a Combined Product internally and not for distribution.

“Error” means either (a) a failure of the Supported EXZATECH Product to conform to the specifications set forth in the Documentation, resulting in the inability to use, or restriction in the use of, the software, a runtime failure of the systems under Managed Services hosting provided by EXZATECH, and/or (b) a problem requiring new procedures, clarifications, or additional information. It does not include development of new features.

“First Level Support” should your Order Form designate it, offers L1-L4 support (detailed under Support Levels in Section 6 above) on a 24x7x365 basis for the Supported EXZATECH Product.

“Fix” means either a software modification or addition that, when made or added to the Supported EXZATECH Product, corrects the Error or Incident, or a procedure or routine that, when observed in the regular operation of the software, eliminates the practical adverse effect of the Error on Subscriber or End Users.

“Managed Services” is a service in which EXZATECH can maintain the hosted Supported EXZATECH Product in accordance with the Service Levels as set out in Section 1.2.

“Second Level Support” should your Order Form designate it, offers L2-L4 support (detailed under Support Levels in Section 6 above) on a 24x7x365 basis for Supported EXZATECH Product used in a Combined Product.

“Subscriber” means those individuals and entities that have entered into a Subscription with EXZATECH for all necessary licenses and the provision of Support Services.

“Subscription” means the applicable agreement(s) between EXZATECH and a Subscriber for the provision of Support Services, including Order Forms.

“Support Services” means access to EXZATECH support systems and personnel to be used within the scope and limits as set out in this Support Policy and the Subscription.

“Support Policy” means the policies and procedures as set forth herein.

“Supported EXZATECH Product” means the instances of software identified in a Subscription, or upgraded versions thereof, used within the limits proscribed by the Subscription.

“Resolution Time” means the time elapsed between the acknowledgement of an Incident and the final resolution or Fix to the Incident to the reasonable satisfaction of the Subscriber, as indicated on the EXZATECH Support Portal.

“Response Time” is defined as the time elapsed between the reporting of an Incident by the Subscriber or EXZATECH becoming aware of the Incident (whichever is earlier) and an EXZATECH Technical Support Engineer acknowledging the receipt of such report to Subscriber through the EXZATECH Support Portal.

“Workaround Time” means the time elapsed between the acknowledgement of an Incident and the provision of a Fix or a Workaround for an Incident, to the reasonable satisfaction of the Subscriber.

“Target” means a goal EXZATECH shall endeavour to achieve.

“Workaround” is a temporary solution for an Incident preceding a permanent resolution or Fix.

“Update” means software components, media, printed materials, and online or electronic documentation that augments the capability or addresses a requirement or deficiency in the Supported EXZATECH Product. Updates include patches obtained through the EXZATECH Update service or delivered directly to the Subscriber.