Included Services

The following services are included in the support:

Access to the Enterprise Edition of the Product
Access to the "members only” monthly webinar series and video recordings
End-user support
Support for application upgrades for two servers (test and production)
Technical questions/issues about application or database maintenance
Database backup/restore
Critical bug fixes and new patch releases

Not Included Services

The following services are not included in the support:

Legacy data migration
Enhancements or integrations
API support (only documentation provided)
Development of new features
Purchasing paid plugins

Tracking Support Requests

The step-by-step process for Support

Visit helpdesk.openspecimen.org, our AI-driven chat interface. This AI Helpdesk is our attempt to provide real-time answers, so you don't have to wait for our support team to respond.
You can ask multiple questions to get the right answers.
If you are unsatisfied with the answers, you can create a support ticket, which will automatically create a JIRA support ticket.
You will get an automated email that your ticket has been received.
Security level is automatically assigned, which will allow the client to view the JIRA ticket.
Krishagni team will review each support ticket and respond. For every action on Jira ticket, end users will receive email notifications

We encourage Project Teams to make extensive use of our AI-driven chat interface. This can also be shared with end users as a first-level (L1) support tool to address common queries and reduce turnaround time.

Please note that only authenticated client-side team members can raise support tickets with the Krishagni team, ensuring that end users do not directly reach out to us.

Mode of Support

Over and above the AI-driven chat interface, support from the Krishagni team is provided by phone, email, Skype, web meetings, and any other communication preferred by the Customer.

Response Time

Krishagni shall respond to each customer’s support requests within twenty-four (24) hours.

	Response time	Resolution time
Critical show-stopper bugs	0-8 hours	0-24 hours
High priority bugs	0-24 hours	0-48 hours
Others	0-24 hours	Next release

Notes:

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.