Service Level Agreement (SLA)

Service Scope

This service level agreement is for providing Storyboard ERP service in cloud server.

• Weekly/Monthly Back-Up Monitoring
• Restoration of Database in case of system failures
• Restoration of entire application in case of system change
• Defects are defined as deviations from the features defined by customer shall possess depending on the current version thereof or that should be available for use in accordance with its intended purpose and documentation
• The duty to remove defects as a specified performance and to provide telephone support shall relate to the most recent version provided by Vcidex
• Vcidex shall render the performance either by removing the defects or providing a work around, at its option

Maintenance Process

Reporting of Problem

For all problems/issues, customers should raise a case in Ticket Management System (FINTICK).

• FINTICK URL link will be provided in the Top Menu inside the system available after login to the system.
• Each case will be kept an OPEN status with frequent log on status tracker until the problem is resolved.
• If the FINTICK is not available or down, customer should send an email to support@storyboarderp.com
• FINTICK records are made available to customer at any time they require to view and audit Storyboard ERP’s performance.

Problem Analysis

Customer should attempt to provide relevant information such as:

• Screenshot of the problem
• Steps to reproduce the problem
• Other information necessary to identify the root cause

Customer shall provide Storyboard ERP support team the necessary system access, privilege access and business information relate to the problem and other supportive documents in order to fix the reported bug.

Based on the problem analysis, Storyboard ERP support team will classify the problem as any one of the following type:

• Bug in the system that needs to be fixed
• Corrections that is relevant to the system to be fixed
• Enhancement - Critical
• Enhancement - Non Critical

Correction means - feature available already in the system but having some impact in its functionality.

Storyboard ERP support team will perform the bugs and corrections within the scope of the service.

The time duration on fixing the bugs/correction will be informed to the customer as per the resolution time committed in the severity module.

While calculating the resolution time taken by Storyboard ERP support team, UAT and development time duration will not be considered.

Testing and Deployment

• All new or changed code will be tested prior to the release to the live environment.
• The testing will be done with a representative of the customer nominated representative to ensure the error is resolved.
• Customer nominated representative should give a written confirmation and consent to move the new version to production.
• Upon approval by the customer, Vcidex will arrange to migrate the existing version with the new one into the live environment.

Service Level Agreement

Uptime

Vcidex provide 99% of uptime in a given month excluding scheduled maintenance. This uptime is calculated by the reported time of downtime to the time it took to bring it back online. This commitment excludes circumstances beyond Vcidex reasonable control including but not limited to Server Crash, dDOS or other network attack, upstream or 3rd party network outages, war, fire, flood, sabotage, labor disturbance, acts of Government etc.

Backup

• Daily backup at Server level, weekly backup to an external storage system
• Placed on a different machine and location
• Accessible to Customer/Vendor on request accepted

Technical/Customer Support

Technical/Customer support on the use of the Storyboard ERP system includes case management system, email, telephone, fax and internet-based communication. Onsite support will be provided if the situation warrants and deemed fit by Vcidex and upon approval of customer of onsite support cost.

Case Escalation

For all problems, customers should raise a case in Case Management System (CMS). If the CMS is not available or down, customer should send an email to support@storyboarderp.com.

• CMS URL link will be provided in the Top Menu for Users.
• Each case will be kept with an OPEN status with frequent log on status tracker until the problem is resolved.
• CMS records are made available to customer management at any time to view and audit Storyboard ERP’s performance.

Response Targets

Cases logged shall be assigned various severity levels by Vcidex according to the definitions below. Vcidex will use commercially reasonable efforts to resolve and correct reported cases.

Severity 1

• Definition: The case has critical business impact on the customer’s operations resulting in inability to use the system. For example, system is down or there is serious data loss or corruption to the system.
• Response: Storyboard ERP Support team will respond within 2 hours when notified of the case. During business hours, customers may call the direct escalation support number.
• Service Level Commitment: Storyboard ERP Support team shall place this case at topmost priority and be committed to either resolve or circumvent the problem immediately to resume operations. If the problem cannot be resolved immediately, operations cannot resume, the support team will inform the customer and resolve the problem within 2 working days and provide alternatives.
• Service Level Objective: Resolution that either circumvents or fixes the problem for current supported releases of the product.

Severity 2

• Definition: The system still functions in the customer’s business environment but there are functional limitations that are not critical in the daily operation.
• Response: Respond within 8 hours when notified via email/web.
• Service Level Commitment: Resolve the problem within 5 working days.
• Service Level Objective: Provide a resolution that either circumvents or fixes the problem for current supported releases.

Severity 3

• Definition: Minor infractions including documentation or cosmetic error.
• Response: Respond within 4 working days when notified.
• Service Level Commitment: Investigate and target to fix the problem within 10 working days.
• Service Level Objective: Provide a resolution that either circumvents or fixes the problem for current supported releases.

Vcidex will follow business hours of Indian time (9.00 AM – 6.00 PM) Monday - Friday. The support team provides visibility of all cases and submits a quarterly report to customer management.

Escalation Contact Details

• Technical Support Executive Team: 4231 5030 / 2489 5030 / 9042085030 / 9042095030, support@vcidex.com
• Final Level Escalation: 98409 11253, Mr. Ramachandran K, rama@vcidex.com