Service Level Agreement

SERVICE SCOPE

This service level agreement is for providing storyboard ERP service in cloud server.

  • Weekly/Monthly Back-Up Monitoring
  • Restoration of Database in case of system failures
  • Restoration of entire application in case of system change
  • Defects are defined as deviations from the features defined by customer shall possess depending on the current version thereof or that should be available for use in accordance with its intended purpose and documentation
  • The duty to remove defects as a specified performance and to provide telephone support shall relate to the most recent version provided by Vcidex.
  • Vcidex shall render the performance either by removing the defects or providing a work around, at its option

MAINTENANCE PROCESS

REPORTING OF PROBLEM

  • For all problems/issues, customers should raise a case in Ticket Management System (TMS).
  • TMS URL link will be provided in the Top Menu inside the system available after login to the system.
  • Each case will be kept an OPEN status with frequent log on status tracker until the problem is resolved.
  • If the TMS is not available or down, customer should send an email to support@storyboarderp.com
  • TMS records are made available to customer at any time they require to view and audit Storyboard ERP’s performance.

PROBLEM ANALYSIS

Customer should attempt to provide relevant information such as:

  • Screenshot of the problem
  • Steps to reproduce the problem
  • Other information necessary to identify the root cause

Customer shall provide Storyboard ERP support team the necessary system access, privilege access and business information relate to the problem and other supportive documents in order to fix the reported bug.

Based on the problem analysis, Storyboard ERP support team will classify the problem as any one of the following type:

  • Bug in the system that needs to be fixed
  • Corrections that is relevant to the system to be fixed
  • Enhancement - Critical
  • Enhancement - Non Critical

Correction means - feature available already in the system but having some impact in its functionality.

Storyboard ERP support team will perform the bugs and corrections within the scope of the service.

The time duration on fixing the bugs/correction will be informed to the customer as per the resolution time committed in the severity module.

While calculating the resolution time taken by Storyboard ERP support team, UAT and development time duration will not be considered.

TESTING AND DEPLOYMENT

The process of deploying the new version of the changes will be as follows:

  • All new or changed code will be tested prior to the release to the live environment.
  • The testing will be done with a representative of the customer nominated representative to ensure the error is resolved.
  • Customer nominated representative should give a written confirmation and consent to move the new version to production.
  • Upon approval by the customer, Vcidex will arrange to migrate the existing version with the new one into the live environment.

SERVICE LEVEL AGREEMENT

Uptime

Vcidex provide 99% of uptime in a given month excluding scheduled maintenance. This uptime is calculated by the reported time of downtime to the time it took to bring it back online. This commitment excludes circumstances beyond Vcidex reasonable control including but not limited to Server Crash, dDOS or other network attack, upstream or 3rd party network outages, war, fire, flood, sabotage, labor disturbance, acts of Government etc.

Backup

Daily backup at Server level, weekly backup to an external storage system will be provided as part of the service. The backup has to be:

  • Placed on a different machine and location
  • Accessible to Customer/Vendor on request accepted

Technical/Customer Support

Technical/Customer support on the use of the Storyboard ERP system includes case management system, email, telephone, fax and internet-based communication. Onsite support will be provided if the situation warrants and deemed fit by Vcidex and upon approval of customer of onsite support cost.

Case Escalation

For all problems, customers should raise a case in Case Management System (CMS). If the CMS is not available or down, customer should send an email tosupport@storyboarderp.com.

CMS URL link will be provided in the Top Menu for Users. Each case will be kept with an OPEN status with frequent log on status tracker until the problem is resolved.

CMS records are made available to customer management at any time to view and audit Storyboard ERP’s performance.

Response Targets

Cases logged shall be assigned various severity levels by Vcidex according to the definitions below. Vcidex will use commercially reasonable efforts to resolve and correct reported cases. Vcidex shall abide by the following response targets according to the severity level of the case based on definitions below.


Response Targets
Severity Request Type Support Response
Severity 1 – Critical CMS/Phone//Email/Whatsapp <4 hours
Severity 2 – Medium CMS/Phone//Email/Whatsapp <2 Business Days
Severity 3 – Low CMS/Phone//Email/Whatsapp <4Business days
SEVERITY 1
Definition The case has critical business impact on the customer’s operations resulting in inability to use the system. For example, system is down or there is serious data loss or corruption to the system.
Response Storyboard ERP Support team will respond within 2 hours when notified of the case. During business hours, customers may call the direct escalation support number.
Service Level Commitment Storyboard ERP Support team shall place this case at topmost priority and be committed to either resolve or circumvent the problem immediately to resume operations. In the event that the problem cannot be resolved immediately and operations cannot resume, Storyboard ERP Support team will inform the Customer and seek to resolve the problem within 2 working days. Storyboard ERP Support team will put in place alternative solutions to enable the customers to carry on operations in the event that the problem cannot be resolved after 2 working days.
Service Level Objective Storyboard ERP support team will provide a resolution that either circumvents or fixes the problem for current supported releases of the product.
SEVERITY 2
Definition The system still functions in the customer’s business environment but there are functional limitations that are not critical in the daily operation. For example, there are discrepancies in reports and error in calculations of values.
Response Storyboard ERP Support team will respond within 8 hours when notified of the case via email/web.
Service Level Commitment Storyboard ERP Support team will resolve the problem within 5 working days. Storyboard ERP Support team will provide a resolution that either circumvents or fixes the problem in 5 working days.
Service Level Objective Storyboard ERP Support team will provide a resolution that either circumvents or fixes the problem for current supported releases of the product.
SEVERITY 3
Definition Minor infractions including documentation or cosmetic error.
Response Storyboard ERP Support team will respond within 4 working days when notified.
Service Level Commitment Storyboard ERP Support team will investigate and target to fix the problem within 10 working days.
Service Level Objective Storyboard ERP Support team will provide a resolution that either circumvents or fixes the problem for current supported releases of the product.

Vcidex will follow the business hours of Indian time (9.00 AM – 6.00 PM) Monday - Friday.

Storyboard ERP Support team is to provide visibility of progress of all cases logged by all users and to submit a report of cases logged to customer management at the end of every quarter. Report shall contain information like date of reported problem, description of problem, date of resolution and other information contained within.

ESCALATION CONTACT DETAILS

Contact Numbers : 4231 5030/2489 5030/ 9042085030/904209503

Contact Person : Technical Support Executive Team

Contact Email : support@vcidex.com


2ndLevel Escalation : +91 77080 55030

Contact Person : Mr. Karthikeyan J

Contact Email : karthi@vcidex.com


Final Level Escalation : 98409 11253

Contact Person : Mr. Ramachandran K

Contact Person : rama@vcidex.com

TERMS & CONDITIONS

Confidentiality:Vcidex recognizes and acknowledges that this Agreement creates a confidential relationship between Vcidex and Client and that information, concerning Client’s business affairs, customers, vendors, finances, properties, methods of operation, computer programs, and documentation, and other such information, whether written, oral or otherwise, is confident in nature.

Limitation of Liability: In no event shall Vcidex be liable for any damages whatsoever (including, without limitation, incidental, direct, indirect and consequential damages, damages for loss of business profits, business interruption, loss of business information, or other pecuniary loss) arising out of the use or inability while using our services

Force Majeure: Subject to above-mentioned clauses, Vcidex shall not be liable in any way for failure or delay in performing their obligations under this engagement if the failure or delay is due to causes outside the reasonable control of Vcidex in default.

Complete Agreement: This Agreement is the complete and exclusive statement of the agreement between all the parties which supersedes all proposals or prior agreements oral or written and save as expressly set forth herein all representations conditions or warranties express or implied statutory or otherwise are excluded.

Termination of Agreement: Both the parties have the rights to terminate this contract by giving 1 month notice to the other party. However, the minimum agreement contract period is 1 year during which both Vcidex and customer can’t terminate this service agreement.

This agreement contains the entire understanding of the parties and may not be amended without the specific written consent of both parties. Any notice given under this agreement shall be sufficient if it is writing and if sent by certified or registered mail.