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Support is provided by phone, email, Skype, web meetings, and any other communication preferred by the Customer.
Application Maintenance Terms
The Customer’s IT staff will not make changes to the OpenSpecimen database.
A regular service window will be established on an agreed-upon day and time between Krishagni and the customer.
OpenSpecimen servers should not host applications other than OpenSpecimen, its prerequisites, and other infrastructure software like antivirus.
Response Time
Krishagni shall respond to each customer’s support requests within twenty-four (24) hours.
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Response time: First response to an issue.
Resolution time: The resolution of an issue will depend on the complexity of the issue and the efforts involved. The hours committed to in the SLA are “best case” scenarios.
Application Maintenance Terms
The Customer’s IT staff will not make changes to the OpenSpecimen database.
A regular service window will be established on an agreed-upon day and time between Krishagni and the customer.
OpenSpecimen servers should not host applications other than OpenSpecimen, its prerequisites, and other infrastructure software like antivirus.