Included Services

The following services are included in the support:

1. Access to the Enterprise Edition of the Product

2. Access to "members only” monthly webinar series and video recordings

3. End-user support

4. Support to application upgrades for two servers (test and production)

Not Included Services

The following services are not included in the support:

1. Legacy data migration

2. Enhancements or integrations

3. API support (only documentation provided)

Tracking Support Requests

The step-by-step process for Support

1. Users send emails to the alias 'support@krishagni.com'

2. It automatically creates a JIRA support ticket for you with Security level 'Krishagni'

3. Someone from the Krishagni team assigns the ticket to the right resource and updates the security level to 'Client' (now this ticket will be visible to Client JIRA users)

Mode of Support

Support 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.

Notes:

1. Response time: First response to an issue.

2. 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

1. The Customer’s IT staff will not make changes to the OpenSpecimen database.

2. A regular service window will be established on an agreed-upon day and time between Krishagni and the customer.

3. OpenSpecimen servers should not host applications other than OpenSpecimen, its prerequisites, and other infrastructure software like antivirus.