Technical Support

Purchasing SBOeCube entitles you with a paid AMC which comes with each license and renewable every year, in the event you need assistance. Sizeable and dedicated support teams are able to assist you in business hours. Enjoy complete peace of mind as dedicated product professionals and experienced technicians are here to help you.

Support Strategy

It is proposed that the application will be maintained and supported during the AMC period. Dedicated support staff will be stationed in Kolkata, India. Support will be remotely through MS Office Live Meeting/Go To Meeting, RDC/VPN.

Log prioritizations and responses

In order to provide a timely and appropriate service for all our customers, you will be asked to work with us in assigning a Severity Level to each problem or question raised with Software Support Department. These Severity Levels tell the Support Consultant how each problem affects you and your organization and also assists us in prioritizing and managing the work that is done for you.

The Severity Levels below are initially assigned by you, but may be changed by the Support Consultant following discussion and agreement. The times given for the initial response indicate the first diagnostic review, following which subsequent action will be agreed. Following the first diagnostic review, support logs for issues that are not related to application defects may be closed at InSync‘s discretion.

The Severity Levels that can be assigned to your logs are:

Level 1 – Failures of software provided by InSync

This indicates that the problem is causing a total system failure and you are unable to operate your system. The impact on your business is acute and at least some business critical functions cannot proceed. Typically, the inability to use tools or report writer problems would not qualify for Severity Level 1. All Severity 1 problems will be worked on without break until resolved.

Software Support Department recognizes that the ultimate purpose of any software is to support your business processes. When the business is disrupted and critical financial functions cannot proceed in a timely manner, it is essential that the problem be resolved quickly.

A Severity 1 problem reported during working hours will be afforded immediate attention. A technical person will respond to you within four working hours or less and provide a fix or workaround within 16 working hours or less. Once the business function is able to continue, the remaining problem – if any – will no longer be treated as a Severity 1, even though there may still be additional work to be done. Any remaining issues will be given a Severity Level according to the criteria below.

Level 2 – Critical

This indicates that there is a serious problem causing disruption to the business processes, which can be worked around for the time being.

Where normal use is prevented, Severity 2 logs will be treated as the highest priority during normal working hours. It is our aim to respond to you within 8 working hours, find a fix or workaround within 24 working hours. Once the business function is able to continue, the remaining problem – if any – will no longer be treated as a Severity 2, even though there may still be additional work to be done. Any remaining issues will be given a Severity Level according to the criteria below.

Level 3 – Material

This is the default level if no priority is selected. This would be the normal severity level for the majority of problems, and for problems arising with tools and reports, or those which are intermittent etc. Although these issues require priority handling, they do not currently threaten any critical business functions or development projects.

It is our aim to respond to you within 2 days, find a fix or workaround within 7 days.

Level 4 – Cosmetic

This covers any problem that InSync should be aware of but that does not require immediate attention, such as problems with documentation, screen handling etc. It is our aim to respond to you within 7 days, convey to the principals, and follow up to provide a fix in the next release of the application.

Level 5 – Enquiry

This covers general application enquiries, questions on the reporting tools etc. These relate more to training and InSync will suggest proper training for queries in these areas.

Level 6 – Enhancement

Requests for enhanced functionality in applications can be submitted. These should be sent to Software Support Department at InSync. InSync will forward these to the development team and give a feedback on the reply.