General Support Terms:

Availability of telephonic & email support during Monday-Saturday from 10:00 AM to 6:30 PM except National Holidays.

Back-to-Back warranty from manufacturer.

For escalation calls, direct support from the manufacturer/parent company shall be provided.

AND WHEREAS the Customer wishes to purchase various Products and Services from HRM;

HRM ensure the availability of trained manpower for resolving the issue. Manpower is available on chargeable basis.

HRM Customer Care (Policy):

1.Support & Implementation
1.1Availability of telephonic, email & remote support during your contact period.
1.2In case problem requires direct intervention of the product manufacturer, HRM will coordinate and ensure the solution of the issue within its limit.
1.3HRM is not responsible for the support issue arising due to shifting of customer‘s site.
1.4Backup of the configuration and any other important data be responsibility of the customer. We shall help the customer in doing so.
2.Support & Implementation
2.1Customer should log the call in at the nearest support office through telephone or email. Follow instruction as per point no. 3(service matrix).
2.2In case of urgency, although customer can directly call up our support personnel, HRM does not guarantee the availability of support.
2.3HRM guarantees support within 4 working hours since the call logged in. Support shall be offered as per the criticality of the problem and level of support as follows
3.Service Matrix:

3.1 Following are stages for call logging:

StagesCommitmentKey Performance Indicator
1stPrimary Support LoggingPhone: +91 7604067620, +91 7604067621
Ticket Portal: https://helpdesk.hrmtechno.com
2ndIn case customer need only Telephone & Email Support – Direct Access (In this case they can bypass 1st column process)Phone: +91 7604067620, +91 7604067621
Email: support@hrmtechno.com
Email will be replied within 4 working hours.
3rdIn case customer need Remote Support, customer has to logged the request as per 1st column processIf the issue not solved from telephone & email support, our support executive will escalate to remote team.
4thOn Site Support availability for issues which cannot be resolved by Customer or by remote executive. The request should be logged as per 1st column process.HRM to ensure the availability of trained manpower for resolving the issue. Call will be schedule after both the party agreed on timing.

3.2 The expected resolution time depends on the complexity of the issue that has been logged in with support team.

3.3 A workaround, temporary patch or a documentation support should be acceptable to the customer. Major Fix to the problem shall be released only with the next release of the Software.

4.Level of support
4.1Level 1: Telephonic/email support by expert.
4.2Level 2: In case level 1 fails, remote support shall be provided from our Customer Care center.
4.3Level 3: On-site visit of expert support personnel of the product concerned.
5.Support Escalation matrix

5.1 Escalation & Grace Period: In case the issue remains un-resolved or unattended in the above support stages the customer should escalate the issue after 4 hours to his account manager and also send mail into escalate@hrmtechno.com. Please follow the matrix:

Escalation at 1st levelEscalation at 2nd levelEscalation at 3rd level
After 4 hourAfter 8 hourAfter 12 hour
Account Manager
and escalate@hrmtechno.com		Support Head,
Mrs. Chhabi Basu
+91 8777018983
Chhabi.basu@hrmtechno.com		Director
Pradip Bothra
+91 9330926247
pradip@hrmtechno.com

5.2 The expected resolution time depends on the complexity of the issue that has been logged in with support team.

5.3 A workaround, temporary patch or a documentation support should be acceptable to the customer. Major Fix to the problem shall be released only with the next release of the Software.

6.Customer's responsibility:
6.1Customer should give a one point contact officer for all deployment and support issues and shall communicate with the designated person for any problem.
6.2Customer shall deploy all Operating System Patches, Anti Virus/ Anti Malware / End Point Security solution from a reputed vendor. If Fortinet & HRM support team recommends any correction or makes any observation about such issues; the customer has to take corrective measures at his cost.
6.3HRM support team may suggest few changes in the setup as may be advised for a better and error free environment. Customer has to cooperate and enforce such changes.
6.4Customer should ensure the availability of site and cooperation from the users to release the machine for resolution.
6.5If customer fails to meet his part of responsibility HRM shall bring it to the notice of the customer through email and/or print copy. All such cases till resolved shall remain outside the domain of this SLA.
6.6Customer shall maintain the license key properly.
7.Situations beyond Control:
7.1In case of any natural or man made calamities like Flood, Drought, Fire, Sustained Power Failure, Bandh, Road Blockage, Terrorist attacks and threats etc. this SLA will not come into effect.
7.2In the event of HRM forced to shut down its operation the customer shall be entitled to approach Fortinet directly to help him continue his operations.
8.Confidentiality

The Customer confirms that it will keep this agreement confidential and will not reveal the same to any other company.

9.Limitation of Liability
9.1HRM shall not be liable to the Customer for any loss of data, interest, revenues, profits, contracts, loss or damage caused by the use of this service or any other indirect or consequential loss.
9.2The parties acknowledge that these limitations and exclusions of liability are reasonable in the context of the arrangements taken as a whole. The supplier advises the customer to keep in force throughout the term of this Agreement appropriate, insurance against any loss that may be suffered in the event of failure, defect or error. Any malfunctioning in the customer's requirement results in non-functioning of any facility will Gibson HRM of any responsibility.
10.Applicable Law

The agreement shall be governed by Indian law and the Civil Courts at Kolkata shall have exclusive jurisdiction to deal with matters arising out of this agreement.