Subject to Customer's compliance with the terms and conditions of the applicable SaaS agreement and relevant SaaS Order Form referencing this Software Support documentation, TCS will use commercially reasonable efforts to provide technical support relating to the SaaS in accordance with this document.

Capitalized terms used in this document but not defined herein shall have the meaning ascribed to them in the applicable SaaS Agreement.

1.     Support scope Includes

• Incident Support - identifying and troubleshooting problems in the Software
• Provide the initial response as per the severity of the incidents defined below
• Communication of the status of the incident on a periodic basis until it is resolved
• Latest Software version made generally available as SaaS

2.    Self Service

Online help is available in the Software for the Users to search and find answers to the simple problems they face while using the SaaS.

3.    TCS MasterCraft Support Team Responsibilities:

• To train an appropriate team(s) as identified by the Customer on the Software features and its usage and administrative function.
• Help desk support (Level 1) team to receive calls or email from Customer SPOC and register issue in the ticket management system if Customer SPOC does not have access to ticket management system.
• To provide advice on Software features and use, problem diagnosis and resolution, defect identification and access to patches (Level2)
• To report status on a periodic basis until the incident reported is resolved or work around is made available
• If there is any defect that requires code changes or detailed analysis and requires more time, then the same is passed on to Level 3 support. Before doing so all the information required to work on the ticket is captured and handed over to Level 3 team. The ticket status will be updated with a forecast date of delivery.
• Communicating the releases notes for latest Software version to the Customer SPOC as part of the Planned Downtime notification.
• Communicating the SaaS Services maintenance schedules to the Customer SPOC as applicable.
• To apply updates, patches, service packs and/or new versions to the SaaS Software or SaaS Services during the scheduled downtime only.
• Monitoring Availability of SaaS Services.
• All support shall be provided as remote support from TCS locations in India. Customer can contact TCS using Support Contact methods section 8 below.

4.    Customer Responsibilities:

• An individual or individuals to be identified by the Customer who will act as the single point of contact (SPOC) between Customer Authorized Users and TCS MasterCraft support teams
• Training Authorized Users on Software usage
• Analysis of basic issues or query received from Authorized Users and providing resolution.
• If this issue is related to Software or Services, then register / report incident or contact TCS support over email or phone.
• Perform administrative activities in the Software such as User creation / add or deleting Authorized Users / user permissions, configuring the Software e.g. workflow configuration / mail configuration, etc.
• Customer SPOC shall promptly respond to queries from assigned Support Team responsible for handling support requests. If the Customer SPOC does not respond to requests for information or updates on status for 3 (three) consecutive business days, for any reason, the Support Team may close the issue after documenting the attempts taken to contact Customer SPOC (combination of email or phone call).

5.    Excluded Services:

Software Support does not include any support or services for the following. Such services will be treated in a separate agreement and charged as additional Services.

• Issues arising out of use of the Software or Services, other than as described in the documentation
• Consultancy services and configuration to customer specific requirements
• Implementation services covering configuration of the Software and adapting the Software to specific Project requirements such as integration with Customer's application creating customized reports etc.
• Data Migration services based on Customer specific requirements
• Data download or data processing services
• Hardware problem outside the Services Environment.
• Network (LAN/WAN) problem outside the Services Environment
• Support in languages other than English
• Third-party application integration services
• Trial Services or non-paying Customers
• Anything not specifically included shall be excluded

TCS's obligation to provide the Software Support under the SaaS Agreement is subject to the following:

• Software must be used only in accordance with the terms and conditions of the SaaS agreement

TCS reserves the right to charge any services or to refuse to provide such services as part of the Software Support if the error in or failure of performance of the Software is identified to be due to or covered by any of the above exclusions.

TCS shall not be liable for any delay or failure in the performance of its obligations hereunder, if and to the extent such delay or failure is caused by the actions or omissions of the Customer or its agents or due to a breach of any terms by Customer of the SaaS Agreement for the Software to which this support pertains or where TCS offered to Customer a correction, update or upgrade of an Enabling Software or API and Customer failed to implement such correction, update or upgrade. In such cases TCS shall be allowed an additional period of time to perform its obligations and unless otherwise agreed the additional period shall be equal to the amount of time for which TCS is delayed or prevented from performing its obligations Subject to mutual agreement with the Customer, TCS shall take such actions as may be necessary to correct or remedy the failures or delays. TCS shall be entitled to invoice the Customer for additional costs incurred in connection with correction or remedy as above.

6.    Response Time

Response Time is provided as typical initial response times to support requests. TCS will use commercially reasonable efforts to meet response time goals. Response time goals in no way create a legal requirement or obligation for TCS to always provide such response in the stated time.

Support Team will work with Customer SPOC to analyze the issue and provide an appropriate resolution. If TCS provides a work-around that is not reasonably acceptable to Customer but corrects or avoids the issue, the severity level of the incident will be reduced to severity 3. Support Team will address only one issue per incident. If an additional issue is discovered during the diagnosis of an incident, either the Customer or the Support Team will open a new incident for the additional issue. Support Team will work with Customer SPOC to understand and document the issue and reproduce it where appropriate.

• Support Team may request certain tests to be performed by the Customer SPOC.
• In some cases, it may be necessary to wait for non-reproducible, intermittent, problems to reoccur with additional logging enabled. Customer SPOC will monitor and report to Support Team when it has reoccurred

7.    Incident Severity

Response times vary by the following defined severity levels

Definition	Description
Severity 1 (Critical)	a) SaaS Service is down and no work around is available
Severity 2 (High)	a) major feature or function of SaaS is severely impaired. b) Operations are severely restricted. A work around is available
Severity 3 (Medium)	a) Non-critical, minor feature or function of SaaS is impaired b) Minor impact on usage, work around is deployed
Severity 4 (Low)	a) Shall mean cosmetic errors or minor suggestions that have no impact on usage and business b) Documentation, general information request, enhancement etc

8.    Support Contact Methods

Customer SPOC may contact TCS to report an error report and request Software Support by any of the following methods:

a)    Email support via mastercraft.support@tcs.com

b)    Help Desk Call Numbers   

US Toll Free - 1 855 829 8882

UK Toll Free - 00800 827 88888

Canada Toll Free - 011 800 827 88888

South Africa Toll Free - 0800 981 339

India Toll Free - 1800 419 8887

India - 0484-661-5252

On call Support Cell number - 91-9061691777 (From Sunday 5:30 AM IST till Mon 5:30 AM IST)

c)    Raising a ticket in the ticket management system where access is available to the Customer SPOC.

9.    TCS MasterCraft Support Plan

TCS provides the following Standard support to its customer.

Parameter	Definition	Standard
Timing for Error / Incident reporting	This is the duration during which Support help desk can be contacted over phone	24 x 6 days (Monday to Saturday) On call support on Sunday as mentioned above.
Standard Response Time	Response Time is provided as typical initial response times in business hours to support requests	Sev1 - Less than 1 work hour                     Sev2 - Less than 4 work hours    Sev3 - Less than 8 work hours Sev4 - Less than 2 work days
Email Acknowledgement (from receipt time)	This specifies the timeframe within which the support personnel will acknowledge any email from customer SPOC	Less than 1   work hour
Training on the usage of the Product	Training provided to Authorized users	A maximum of 4 Remote Trainings of 2 hours each for Authorized End Users A maximum of 2 Remote Trainings of 2 hours each for Authorized Admin users

10.    Availability: 

TCS shall provide the Availability metric of 99.5% for access to the SaaS Services over the internet. Availability goals in no way create a legal requirement or obligation for TCS to always provide such metric in the stated time.

The Availability metric will be calculated as given below: 

Availability% = (Agreed Service Time- Unplanned Downtime) / Agreed Service Time

Agreed Service Time - the total number of minutes in a month less all Planned Downtime

Planned Downtime - means periods of downtime of SaaS Services for which TCS publishes notice or notify Customer SPOC at least 24 hours prior to the commencement of such downtime, except for emergency patches, where we will publish notice or notify Customer SPOC at least 5 hours prior to the commencement of such emergency downtime.

Unplanned Downtime - Unavailability of SaaS Service excluding Planned Downtime. It also does not include unavailability of a SaaS Service due to limitations described below.

Limitations: TCS shall be relieved of all responsibility for failure to meet the Availability metric and no such failure shall constitute a default if TCS' failure to meet the Availability metric is attributable to any of the following scenarios or events.

• Issues arising from bugs or other problems in the software, firmware or hardware of TCS's licensor's or suppliers that are publicly known, and a known remedy has not yet been released from its licensor's or suppliers. 
• Interruption during any period where TCS or Support teams are not allowed to access the Customer environment / premises where required.
• Problems arising due to Customer's failure to adhere to any required configurations, use supported platforms, or Customer's use of the SaaS Service in a manner inconsistent with the features and functionality of the Service (for example, attempts to perform operations that are not supported) or inconsistent with our published documentations;
• Problems caused by Customer's improper Use of the SaaS Service;
• Use of the SaaS Service by Customer that is inconsistent with the terms and conditions of the SaaS Agreement or applicable Documentation.
• Issues resulting due to network unavailability or network issues or inadequate bandwidth or hardware or software not provided by TCS or related to third-party software or services outside of the Services Environment.
• Issues resulting from Customer's unauthorized action or lack of action when required, or from your employees, agents, contractors, or vendors, or anyone gaining access to SaaS Services or Services Environment by means of Customer passwords or equipment, or otherwise resulting from Customer's failure to follow appropriate security practices;
• Problems resulting from components (hardware, software, network and maintenance) or configuration problems outside the Services Environment for which TCS is not operationally responsible. 
• Circumstances that excuse performance in connection with a Force Majeure event as specified in SaaS Agreement.

 

V1.0 Released on 2^nd September 2020