General Definitions
Web Support is available to all clients 24x7.
General support will be provided remotely. If support is required for the Aavaz Box, the customer is to make available the ability for Aavaz customer support representatives to access required system. Customer premise visits will be chargeable and any travel expenses will be discussed before the visit and payable by the customer.
Support Hours
Hours are determined based on the country that the is nearest to the customer purchasing the services and currency of purchase.
India Standard Hours: 10 AM IST to 7 PM IST.
USA Standard Hours: 8 AM PST to 5 PM PST.
If customer is looking for support outside the standard hours for their respective country then premium support or additional support packages will have to be purchased.
Tickets raised will be classified into 2 categories by our customer support representatives. A third category will be available for general questions.
Business Critical - Priority Red
This level is the highest priority for our team. Issues are marked as Priority 1 due to complete loss of service, outage, or failure of a business critical feature. Items are marked Priority 1 when a client is not able to make calls and there is no temporary work around.
- Response within 1 hour
- Resources allocated within 4 business hours
- Resolution 24 hours - best efforts
Degraded Service - Priority Blue
Issues prioritized as blue are attended to immediately after any priority red items are handled.
- Response 4 hours
- Resources allocated within 24 hours.
- Resolution will depend on the severity of the issue reported and on how long it takes to solve the issue.
General Inquiry - Priority Green
This is a special request item for product questions, feature requests or clarifications. Has no or minimal impact on ongoing operations for a customer.
Standard Support
- Available for all Aavaz customers
- Web and email based tickets only
- Standard Response and Resolution times
Premium Support
- Can be purchased for 50% above standard license fees
- Dedicated Account Representative (During office hours)
- Web, email and call in support
- Access to support in all time zones for best response
Customized Aavaz and impact on ongoing SLAs and Support
If the customer requires that Aavaz be customized for their specific needs, and the customization is not generalized and will not apply to most other Aavaz customers then the specific instance will be categorized as a "Customized Aavaz" instance. The following lists the support, maintenance and management impact of using a customized instance.
- Premium SLA not available as it is impossible to predict outcome of all development choices made and components specified by customer
- Premium support must be purchased
- Customization charges are billable with professional services
- Additional customization charges are billable with professional services
- Additional support charges may be required depending on level of customization