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01. Goals and Objectives

The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent IT service support and delivery to the Customers by Align Info Solution Pvt. Ltd.

The goal of this Agreement is to obtain mutual agreement for product support & service provision between Align Info Solution Pvt. Ltd. and Customers.

The objectives of this Agreement are to:

  • Provide clear reference to service ownership, accountability, roles and/or responsibilities.
  • Present a clear, concise and measurable description of service provision to the customer.
  • Match perceptions of expected service provision with actual service support & delivery.

02. Service Agreement

2.1 Service Scope

The following Services are covered by this Agreement:

  • Manned telephone support.
  • Remote assistance using Remote Desktop and a Virtual Private Network where available.

2.2 Services Description

An incident could be a failure or error in an Application that could cause an interruption or degradation in application service. The underlying cause of the incident could be a lack of understanding in respect of product setup, features, etc., or a programming bug. An incident may be resolved by providing timely support necessary for the purpose. Typically an incident can be categorized into 2 types:

  • Lack of understanding in respect of product setup, features, etc.
  • Programming Bug

2.3 Service Availability

Coverage parameters specific to the services covered in this Agreement are as follows:

  • Telephone support: 10:00 A.M. to 7:00 P.M. Monday - Saturday
  • Calls received out of office hours will be recorded for a call back and best efforts will be made to answer/action the call within 24 working hours
  • Email support: Monitored 10:00 A.M. to 7:00 P.M. Monday – Saturday and expected response time is 24 working hours
  • Emails received outside of office hours will be collected; however, no action can be guaranteed until the next working day

2.4 Service Process Flow

Service Process flow for each incident the following steps will be followed:

Initiation

An incident is received by Alignbooks support team from Client through Alignbooks Support online ticketing system.

Activities

  • The incident and the associated inputs shall be reviewed by Alignbooks support team for technical adequacy, consistency and feasibility. Any changes to the incident shall be reviewed.
  • Preliminary analysis will be done by Alignbooks team.
  • Alignbooks team shall analyze the issue to find the root cause of the problem. If necessary, Alignbooks team may simulate the issue for this purpose. Solution is also identified at this stage.
  • The incident record includes information on total effort spent in minutes to resolve the issue.

2.5 SLA Response Time for Resolving Incident

In support of services outlined in this Agreement, the Service Provider will respond to service related incidents and/or requests submitted by the Customer within the following time frames:

  • 2 hours (during business hours) to 1 working day for issues classified as High priority.
  • Within 3 days to 7 working days for issues classified as Medium priority.
  • Within 5 to 10 working days for issues classified as Low priority.
  • Remote assistance will be provided in-line with the above timescales dependent on the priority of the support request.