Service Level Agreement
1. Introduction
The objective of this document is to highlight the support process and Service Level Agreements (SLAs) for the Software (including Tesseract Enterprise Suite, SDK and Development Tools) provided by Tesseract.
The Software Support Service Desk will be extended only to the Customer’s user administrators/ identified stakeholders to address any issues faced while using the Software. All the Authorised Users issues related to the Software will be routed through the Customer’s user administrators/ identified stakeholders to the Software Support team to allow filtered queries coming in for resolution.
2. Software Uptime
Availability of Tesseract’s licensing back-end, which is required for correct operation of Software, shall be at least 99.50%, measured on a monthly basis. Outage of cloud services that render the Tesseract’s Software unusable shall not be counted towards this number.
3. Support Timings & Contact Details
3.1. Hours of Support: The Software Support Service Desk operates from Monday to Friday between 9:30 AM to 6:30 PM IST (i.e. business hours) (excluding public holidays) and offers a single point of contact for all Customer inquiries related to the Software (Point of contact for Customer’s user administrators/ identified stakeholders). The service desk agents provide business and technical infrastructure analysis, problem solving, and first and second level diagnostics.
3.2. Contact Details: enterprisesupport@tesseract.in
4. Support Process
4.1. Scope: This includes incidents or service requests related to the Software licensed to the Customer. Any feature or functionality that does not exist in the package purchased by the Customer will be treated as a change request and will be handled by the change request process.
4.2. Ticket creation: Any incident or service Request should be initiated by raising a ticket with Software Support Service Desk. If a P1 incident or service request is initiated by e-mail, it must be followed up with a telephone call to the Customer Success Manager to ensure proper prioritization. When sending an e-mail, the nature of the incident or service request should be summarized in the subject field. Upon creation of a ticket, the customer will receive through e-mail a receipt confirmation with the ticket or reference number. This confirmation denotes that the incident or service request has been logged at the Software Support Service Desk and that it is being assigned to a work group. The customer is responsible for ensuring that their e-mail address is provided to the Software Support Service Desk for update and resolution notification purposes.
4.3. Ticket classification: The Software Support Service Desk assigns a classification to every incident or service request that is initiated. The classifications are as follows:
• P1 – The incident has significant impact on revenues or business operations of the Customer. i.e. The incident has impacted all the Authorised Users of the Software. E.g. Software has crashed and is not accessible
• P2 – The Software is operational within functional limitations or restrictions, however impacting all Authorised Users or large group of Authorised Users.
• P3 – The Software is fully operational with no functional limitations but there is some non- critical issue. The following chart shows the incident acknowledgement & resolution times by priority after creation and initial assessment/ assignment of a ticket by the Software Support Service Desk. Resolution times are measured in clock hours and/ or minutes unless otherwise specified.Privileged & confidential
• Acknowledgement Time – The time in which the Software Support Service Desk has to update the Customer who reported the incident on ticket status.
• Resolution Time – The total time from ticket creation to incident resolution. Resolution may be provided either by a workaround or by a permanent solution. Software Support Service Desk will resolve incidents within the time frame specified for each Classification.
| Classification | Acknowledgement Time (within standard work timings) | Resolution Time |
|---|---|---|
| P1 | Within 4 business hours | 8 business hours |
| P2 | Within 1 business day | 2 business day |
| P3 | Within 2 business day | 4 business day |
Notes:
1. Tesseract shall use commercially reasonable efforts to resolve the ticket on short notice.
2. While Tesseract will take all commercially reasonable efforts to ensure a bug-free Software experience and to resolve any bugs that might still transpire at the shortest possible notice, the speed at which bug fixes can be deployed inherently depends on our Customers and the processing times of the relevant application stores.
3. We will coordinate maintenance and the deployment of updates to Software with the Customer to ensure minimum interruption by such maintenance and updates.