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Effective Date :01.03.05
IP MOMENTUM
Document No. :IPM –128B
Technical Support Policies
Schedule - A
This document describes the Technical Support Policies (“Support Policies“) of IP
Momentum. These Support Policies apply to IP Momentum that purchase an annual
support policy. IP Momentum retains the right to amend or change these Support Policies
from time to time.
Technical Support means the provision of information and assistance on technical issues
related to the installation and administration of IP Momentum product features and
functions, as well assistance in determining why the product may not be performing in
accordance with the documentation.
Access Methods.
• Designated Technical Support contacts may request Technical Support services via
telephone, email or Fax. The recommended reporting method for Severity 1 issues (See
Response Time Section for details of Severity 1) is via telephone.
Response Times. IP Momentum Technical Support team will respond to an issue
reported by a Customer and commence work to resolve the issue within timeframes based
on the severity of that issue.
• Severity 1 Issue. A support issue will be classified as Severity 1 when (1) the software
is not operational and no workaround is possible, or (2) a workaround exists but is
unacceptable because of the impact to Customer’s business, (3) or development or
production is halted or the problem is having a severe impact on Customer’s ability to
continue operations.
• Severity 2 Issue. A support issue will be classified as Severity 2 when the software is
operational, but the functionality is seriously affected. There may be a workaround, but
implementing the workaround is time consuming and will adversely affect production
and/or development.
• Severity 3 Issue. A support issue will be classified as Severity 3 when it causes only a
minor impact on the use of an IP Momentum product, or has no significant effect on the
usability of the product.
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IP MOMENTUM
The following table outlines IP Momentum’s time to respond as part of the support
policy:
Severity 1
Response
• Respond and
commence work within
6 Business hour of
receiving the complaint
from Designated
Technical Support
Contact
• Work continuously to
provide a resolution
Severity 2
• Respond and
commence work
within 24 business
hours of receiving the
complaint from
Designated Technical
Support Contact.
Severity 3
• Respond and
commence work
within 48 business
hours of receiving
the complaint from
Designated
Technical
Support Contact.
IP Momentum will make commercially reasonable efforts to respond to customer calls,
provide status updates to the Customer, work within the escalation timeframes outlined
above, and resolve issues to the satisfaction of the Customer. IP Momentum’s inability to
meet the response times set forth above due to Customer’s availability (e.g., phone busy,
no answer, out of the office, etc.) shall not constitute a failure to comply with these
Support Policies.
For issues that IP Momentum (working with input from Customer) determines to be IP
Momentum product errors (defined as the failure of IP Momentum Software to conform
in a material respect to the Documentation i.e. user guide and manuals for the use of the
Product.), IP Momentum will assign an error severity level. Error severity levels are
classified on similar criteria used to classify issues, the difference being that product
errors have been determined to reside in the IP Momentum Software. IP Momentum will
respond to the errors as follows:
• Severity 1 Error. IP Momentum will provide an adequate workaround or patch to
correct the problem.
• Severity 2 Error. Support management will review the error to determine whether it
will be fixed in a patch release or in a scheduled release of the product.
• Severity 3 Error. Will be assessed for possible inclusion in normal product release
cycles.
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IP MOMENTUM
Escalation.
At any point in our service process if your expectations are not being met by
IP Momentum Support, you may call our attention to this problem by escalating the issue
to higher levels.
• Level 1: Technical Support Executive (Region)
• Level 2: Regional Technical Support Manager (Region)
• Level 3: Country Manager- Technical Support (Corporate Office)
• Level 4: Business Manager – Corporate Office
Customer Responsibility
• Designation of Authorized Technical Support Contacts. In order to rationalize the
process of providing Technical Support and to protect the integrity of confidential
information belonging to our customers and to IP Momentum, Customer must designate
two (2) Technical Support contacts (“Technical Support Contacts”) who will be the only
persons authorized to contact IP Momentum with Technical Support requests. Technical
Support Contacts will be IP Momentum -trained employees who can provide onsite
expertise regarding IP Momentum products. If a person, who is not a designated
Technical Support Contact, contacts IP Momentum for the purpose of requesting
Technical Support, IP Momentum will refer that person to one of Customer’s authorized
Technical Support Contacts.
• Error Reproduction. It is the Customer’s responsibility to provide adequate
information to permit IP Momentum support personnel to assign a severity level to each
support issue. In addition, Customer will work closely with IP Momentum to provide
reproducible results for reported errors. IP Momentum cannot guarantee a patch or
workaround for defects that cannot be reproduced.
• Remote System Access. In order for IP Momentum to provide support as per
committed response time, Customer must provide IP Momentum with remote system
access (e.g., PC Anywhere) to the Software and the equipment on which it is installed
through a dedicated Dial-up modem and line with STD facility. If Licensee does not
provide such remote access, thereby requiring IP Momentum personnel to travel to
Customer’s facility in order to provide Technical Support, then Customer agrees to pay
all travel and other out of pocket expenses incurred by IP Momentum, as well as IP
Momentum’s standard rates for travel time (but not for time actually spent providing
support) by the IP Momentum representative.
• Storage Facility. Customer must provide IP Momentum a fire proof and secure storage
space to keep Site register, Site Backups and other Site related Documents. IP
Momentum’s engineers would have full access to this place.
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IP MOMENTUM
Charge Based Services
• Assistance in the development of customization to the system. While IP Momentum
Technical Support includes technical support on the use of the IP Momentum product, it
does not include assistance in developing customizations to the Software. Customers
requesting customizations will be referred to the professional services group.
• Support of customization work performed on IP Momentum products. Technical
Support does not include technical support of customization work performed on IP
Momentum products by third party integrator. Under IP Momentum’s standard Services
Warranty, IP Momentum warrants customization work done by IP Momentum for 90
days after the work is delivered to the Customer. If a Customer requests or requires any
assistance supporting customization work beyond the Services Warranty, IP Momentum
will provide such support assistance on a time and materials basis.
• Information and assistance on technical issues related to the installation,
administration and use of enabling technologies such as computer hardware,
databases, computer networks (LAN, WAN) and telecommunications equipment.
(These services are not included in IP Momentum Technical Support, but they may be
provided at IP Momentum’s then-current time and materials rates).
• Reinstallation of IP Momentum’s Products due to failure of enabling technologies
including VIRUS attacks, computer hardware, databases, computer networks (LAN or
WAN) and telecommunications equipment would be billed according to IP Momentum’s
then-current time and material basis.
• Assistance in the identification of defects in user environment or enabling
technologies. If IP Momentum personnel suspect that the problems a Customer is
encountering are due to a defect in the user environment or the enabling technologies, IP
Momentum personnel will notify the Customer that IP Momentum can continue
providing chargeable support with the problem resolution. These services will be billed at
IP Momentum’s then-current time and materials rates.
• Recording of Voice Prompts. Technical Support does
recording/modification of voice prompts or any assistance in this regard.
not
include
• Training. Product training is not included under IP Momentum’s standard Services
Warranty. Any such requests would be referred to our Educational Services group and
will be billed according to standard Educational Services Fees.
• Hours of Operation. IP Momentum’s Standard Business Hours Support shall be
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provided from 9.00 A.M. to 6.00 P.M. on working days.
IP MOMENTUM
The Customer may also choose from the following additional optional* support service:
1. Extended hour support from 6.00 P.M. to 9.00 A.M. on working days
2. 24 X 7 X 365
• Mode of Support. IP Momentum’s Standard Support will include Telephonic and
Email support.
Customer may choose from the following Optional* support mode provided by IP
Momentum:
1. On site Visits
2. Remote Monitoring
3. Chat Service
4. Resident Engineer service
• IT Enabling Service. Customer may choose from the following optional* IT Enabling
Services provided by IP Momentum:
1. Server OS Support
2. Desk top OS Support
3. Data base Support
4. Reinstallation of IP Momentum’s products
5. Call Center data base configuration support
6. Network configuration Support
Upgrade Policy. Licensed Customers that purchase a support policy from IP Momentum
will be entitled to receive Software upgrades [version (X.y) would be software upgrade
for any product version (X)], if any, for the IP Momentum Product modules they license
when such upgrades are made generally available to IP Momentum Customers.
IP Momentum will make Customers aware of upgrades through and periodic
announcements, and will provide upgrades to Customers upon written request from each
Customer. If Customers require installation assistance, porting of customizations or other
services in connection with installing any upgrades made available by IP Momentum,
IP Momentum will provide such services on a time and materials basis.
Support of Prior Product Versions. IP Momentum will provide support for a prior
version of the Software for up to 12 months from the date a more recent version of the
Software becomes generally available.
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IP MOMENTUM
Support Reinstatement. IP Momentum only provides support to Licensed Customers
that have purchased an annual support policy. If a Licensed Customer declines to renew a
support agreement but subsequently decides to reinitiate support, IP Momentum would
carry out inspection of the system on IP Momentum’s standard time and material basis.
During inspection, if some major defects are identified arising out of improper use of
Software or Hardware, separate estimate will be submitted for rectification of such
defects and IP Momentum would not be responsible for providing replacement for faulty
Hardware. Upon clearance of site inspection report the Customer will be charged a
Support reinstatement fees equal to 10% of Annual Support Cost plus the support fees
that Customer would have paid during the period when the support agreement lapsed.
Upon the payment of this reinstatement fee, Customer shall be entitled to receive, upon
request, the most current versions of any Software for which it has purchased a license.
* Optional services would be charged according to IP Momentum’s then time & material
basis.
Working days means Monday to Friday