We will do three things:
We answer your questions in regards to:
In general, any maintenance updates will fix any bugs or malfunctions that you have come across that interferes with the general functions of the system.
Interim (Minor) Release: When it becomes necessary to correct faults detected on a released version, fixes are made to the base version. This modified version is installed as a minor release, which by definition does not contain any functional enhancements. Minor releases are planned by the Principal and made available periodically. According to general policy, underlying environmental software required for the run time is not changed in this release. A minor release completely supersedes previous minor and emergency releases and all customers are expected to upgrade their versions to the latest release.
Major (Enhancement) Release: A major release represents significant functional and/or technical changes in the proposed systems. Unlike with a minor release, a customer is not required to upgrade to the next enhancement release. Planned by product management, major releases would involve some incremental cost for the customers when major new modules are added to the product.
Emergency Release: When a software fault prevents the system from operating correctly, a fix (patch) is made available as an emergency release. Such action may also be necessary when certain enhancements are urgently needed in order to comply with external regulatory requirements. An emergency release has the following characteristics:
There is also a Warranty Period of 1 year for the proposed solution, which will commence immediately after the date of User Acceptance Test Sign-Off. The vendor also warrants that the components supplied and installed are in accordance with this proposal shall be free of any defects and malfunction for a period specified as per the Warranty Period (1 year). Any defects caused by the misconfiguration and coding errors uncovered during this Warranty Period shall be immediately responded to and resolved free of charge. Beyond this Warranty Period, the solution is required to be covered by an active Maintenance Agreement to be signed between your company and GR Tech.
Urgent Severity is when critical business system is stopped or lost (total outage) and there is no workaround to achieve business continuity.
Our Response Time
On-Site: 2 Hours
Remote: Immediately
High Severity cases are when a system is not functioning or running slow. As a result of which client’s work is stopped or so severely impacted that the client cannot continue his/her work.
Our Response Time:
On-Site: 4 Hours
Remote: 1 Hour
Normal Severity cases are when your work is continuing (not stopped) but there is a serious impact on your productivity and/or service levels.
Our Response Time:
On-Site: 24 Hours
Remote: During working hours.
Low Severity cases are when systems, sub-systems or components are not usable or hampered but that is not critical to business operations of the client and the client is able to perform normal business operations.
Our Response Time:
On-Site: 48 Hours
Remote: During working hours.
Our response time (On-Site): If you have any questions or inquiries, they will be addressed within two days.
Vendor’s response time (remote): During working hours.
We do!
We provide support up until 12:00 AM (But may change according to severity).
We provide support Monday – Friday (except Public Holidays) from 9:30 AM – 6:00 PM
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