This document is indicative of the scope, terms of support, exclusions, release, and deployment schedule that will be applicable to all customers who have subscribed for AIMCOR.
Since we are improving our services to improve our customer experience, this support agreement is only indicative and is subject to change.
This document covers the scope, inclusions, exclusions, categorization, resolution details of what is covered under Adeptstation's standard support contract.
Agreement means this service level agreement which describes the support policy of Adeptstation that will apply for all users hosted with www.AIMCOR.io.
Cloud Service means any distinct, subscription-based, hosted (and maintained) services that are offered by Adeptstation.
Customer means the company or other legal entity that is the owner of the data for this AIMCOR account.
Customer Data means electronic data and information submitted by the Customer to the Services, excluding content from third-party applications, integrations.
Database means the underlying database that stores the Customer Data.
Documentation means the applicable web resources pertaining to the information of using AIMCOR, updated from time to time, the comprehensive Do-It-Yourself Guide, accessible via https://app.aimcor.io/publicdocs/ADEPT/list_all/AIMCOR/11 or from within the AIMCOR Account.
Downtime means the time there was unavailability of AIMCOR account due to maintenance activity at our end.
AIMCOR Account means the web URL for accessing the account Customer has subscribed for with ADEPTSTATION. This is synonymous with AIMCOR Site and AIMCOR Instance. Basically, the URL that should matter to you!
ADEPTSTATION means ADEPTSTATION LLP, awesome since 2012.
Issue/Ticket means a support ticket that has been raised by a Customer or an Authorized User for reporting an incident or requesting service requests.
Services means the products and services that are ordered by the Customer under a Subscription Agreement form or provided to Customer free of charge (as applicable) or under a free trial, and made available online by ADEPTSTATION. More on this in section, Service Levels.
Subscription means the active application license or support plan that the Customer has paid for availing ADEPTSTATION Services.
User means any individual to whom customer grants access for accessing the AIMCOR Account.
User Role means the role granted to the Users in AIMCOR account. Different User Roles have various permissions and access control is exhibited using User Roles.
- Customer Responsibilities
Customers will be responsible for:
- Identifying a ERP Coordinator who will also be the system manager (Single point of contact for ADEPTSTATION in the Customer’s organisation).
- ERP Coordinator will be authorized to raise service requests like version upgrades.
- User compliance will be done by the ERP Coordinator (User and User Role management is the responsibility of system manager).
- Before raising a support ticket, the User is expected to refer to the online resources, documentation, and AIMCOR Video Tutorials.
- Service Levels
Effective support services are expected to result in maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of scope of services and related components.
- Support Scope
We might use the information you provide to contact you for confirmation of a purchase on our website, registration for free trial or for other promotional purposes including sending newsletters.
- Support Exclusions
The following items are not included in support. Our consultants may do these activities on a case basis but there is no obligation for us to do these for support. The reason is that these can be time consuming activities based on scale and scope. Our consultants can train you to do these activities but they are to be done by the Customer. These activities include:
- Data Entry
- Custom Script
- Print Format
- Data Import
- Manual Data sanitization
- User Management
- Permission Management
- Query sessions more than 30 mins
- Support Hours
Coverage parameters specific to the service(s) covered in this Agreement are as follows:
- Business Hours: 10:00 to 18:00 Indian Standard Time (Monday-Friday)
- Support Email: firstname.lastname@example.org
- Telephone: +91-635-909-6363
- Emails received outside of these hours will be collected and we will try to ensure solving the issue the same or next business day.
- Calls received after specified hours, weekends, will be forwarded to a designated IT Engineer. The best efforts will be taken to rectify the problem as per the business hour response matrix.
- Support Resolution Times
The criteria of each level of Issue Priority shall be as per the following table. Each support issue will be classified based on the criticality and impact by Adeptstation
# Priority Description Response time Resolution time 1 Unclassified All Issues are tagged as Unclassified when they are received 2 hours 2 hours 2 Critical System is inoperable / not functioning, Impact threatening productivity, Server Failure, Network down for whole Office 4 hours 4 hours 3 Functional Query Issues ranging from functional queries related to various features and modules, Subscription Plans, Data assistance. 4 hours 16 hours 4 Investigation Deep Issues that require investigation in the core such as Stock Balance mismatch, Email delivery and performance, network issue for 3 or more Users 4 hours 16 hours 5 Bug System is operational but behaviour of a specific feature or module is incorrect 4 hours Next Release 6 Service Request When User reports a service request like major version upgrade, module addition, upgrade of subscription plan 4 hours 32 hours 7 Dormant Issues are automatically tagged as Dormant when there is no response as from User for 4 days after last response from Adeptstation 4 hours 32 hours 8 Discomfort System is operational but behaviour of a feature is not as per expectations 4 hours Scheduled Release 9 Vulnerability Security vulnerabilities that can compromise Customer Data 4 hours 64 hours
These hours are subject to:
- The matrix shown above is for defined in Business Hours.
- The response and resolution time are indicative and not final. Actual resolution may depend on factors that may be out of control such as unavailability of server etc.
- Adeptstation does not accept any penalty if these support requests are not resolved within the indicative times.
- Fixing is subject to release (see Release process below). These levels and support hours may change based on continuous improvement of our services.
- Support Scope
- Release Process
- Release Cycle
ADEPTSTATION ensures that security fixes, bug fixes, upgrades, feature enhancements are deployed and released timely. Following is the release process:
Minor version releases for resolution of the bug fixes, new features, enhancement of existing features will be deployed periodically every third week of the month. Issues tagged as Bug, Service Request, Discomfort, Vulnerability are released once a month.
To ensure that there is no compromise on customer experience, Frappe will resolve Issues tagged as Critical within 24 business hours.
Deployment of release will be done based on the deploy mechanism that is setup. If you are on AIMCOR Cloud, the deployment is done in off peak hours and usually there is minimum downtime.
For critical issues, deployment is done as soon as the issue has been resolved and the release has been cleared for release.
- Release Cycle