1.     Support scope Includes

• Incident Support - identifying and troubleshooting problems in the licensed 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

2.    Self Service

An extensive knowledge base is available in the Product for the Users to search and find answers to the simple problems they face while using the product or service.

3.    TCS MasterCraft Support Team Responsibilities:

• As mentioned in the Support Policy, to train an appropriate team(s) as identified by the Customer on the Product features and its usage and administrative function.
• Help Desk Support (Level 1) team to receive calls from Customer SPOC and / or register issue in the incident management system
• To provide advice on Product 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
• On request from Customer SPOC, installation of Update and/or Upgrade of the Software provided the Licensee has paid the additional fees as per the License agreement.
• 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 maintenance releases notes with sufficient details to the Customer SPOC
• All support shall be provided as remote support from TCS locations in India. Licensee (Customer) can contact TCS using Support Contact methods section 8 below

4.    Licensee (Customer) Responsibilities:

• An appropriate team(s) to be identified by the Licensee who will act as the single point of contact (SPOC) between End Users and TCS MasterCraft support Teams
• Training users on Product usage
• Analysis of basic issues or query received from users and providing resolution.
• If this issue is related to Product/License Material then register / report incident or contact TCS support over email or phone.
• Deployment and Testing of maintenance release on UAT and Production environment
• Coordination with Database Administrator and Infrastructure Teams team for periodic server maintenance, data backup / retrieval
• Administrative settings in the Product such as User creation/Modification/permissions/workflow configuration/mail configuration etc.
• Coordination with Users, Infrastructure Team and Network Administrator for planned outages / maintenance activities
• Complete ownership of keeping the infrastructure up and running on which Product is hosted.
• Providing access to Software at its own expense to enable TCS to provide technical support.
• Make available to TCS, appropriate staff who are familiar with the procedure and routines
• Provide suitable working space, facilities, tools and software items, safe storage etc.

 

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 Licensee or its agents or due to a breach of any terms by Licensee of the Agreement for the Software to which this support pertains. In the event that TCS is delayed or prevented from performing its obligations due to such failure or delay on the part of or on behalf of the Licensee, 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 due to such failure or delay on the part of or on behalf of the Licensee. Such failures or delays shall be brought to the notice of the Licensee and subject to mutual agreement with the Licensee, TCS shall take such actions as may be necessary to correct or remedy the failures or delays. TCS shall be entitled to invoice the Licensee for additional costs incurred in connection with correction or remedy as above

5.    Excluded Services:

Maintenance Services do not include any support or services for the following.  Such services will be treated in a separate agreement and charged on agreed Time and Material basis as additional Services.

• For the interfaces or third-party components not provided by TCS;
• Use of the Software other than in a recommended environment described in the documentation
• Consultancy services and configuration to customer specific requirements
• Problems to be rectified due to improper use, repair by anybody else or for any other purpose
• Adapting the licensed material to specific Project requirements such as integration with Licensee?s applications, creating customized reports, custom configuration etc.
• Hardware problem.
• Network (LAN/WAN) problem
• Data Migration from existing application / system
• Configuration of Reports or Workflow's based on customer specific requirements.
• Customer specific customization of the Licensed Material required while Upgrading from older version of the Licensed Material to a new version.
• Migration of Customer data during Upgrade from older version of the Licensed Software to new version.
• Effort for Upgrading Licensed Material from older version to a new version.
• Performance tuning of product, optimization of product throughput/system parameters, and other similar requirements, when, either product displays the current state of performance and system metrics, or otherwise.

 

TCS's obligation to provide the Maintenance Services under this Agreement is subject to the following:

 

• Software must be used only in accordance with this Agreement
• Licensee must implement all the Updates and Upgrades provided by TCS
• Licensee must follow all TCS instructions and procedures for installing, using and maintaining the Software
• Licensee has not modified or allowed any party other than TCS to modify the Software
• The Software has been operated on Target Environment recommended by TCS.  Information on planned Updates to conform to third party platform updates (such as Windows or Linux) is available upon request
• TCS is not liable for any non-conformity or error in the Softwares caused by failure of other hardware or software vendors to conform to such hardware or software environments

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

 

TCS will provide Maintenance Services for the licensed Product version only until its End of Support date unless otherwise agreed in the License Agreement. The typical 'End of Support' of a Product version shall mean the date after which maintenance support for the Product version will no longer be available. The End of Support date of a licensed Software version is announced and information is made available on this page in the tab (End Of Support Announcements)

 

"TCS shall not have any obligation to provide support for the software version which is not supported (reached EOS). Customer may continue to use the unsupported software version at their own risk."

 

Where TCS agrees for activities to be carried at a location other than TCS' premises, Licensee shall arrange for and bear the expenses, direct and indirect, towards all cost items including travel by air where air links are available otherwise by alternative fast modes of transportation available, lodging, boarding and local conveyances of associate(s) engaged by TCS or such other person who is authorized by TCS for said activities. Licensee shall hold TCS harmless and effectively indemnified from any loss, claim or damages, unless directly caused by the wilful negligence of TCS' personnel, to any person or property arising out of the use or possession of the equipment or location by TCS or its personnel. Such indemnification shall extend to the attorneys fees spent by TCS in defending such a claim and any amount spent by TCS in settling such a claim, either by way of a court decree or otherwise. This clause shall survive the termination of this Agreement.

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.

7.    Incident Severity

Response times vary by the following defined severity levels

Definition	Description
Severity 1 (Critical)	a) Production system is down b) Product is unusable resulting in total disruption of work or other critical business impact. No work around is available
Severity 2 (High)	a) Major Feature or Function is failure b) Operations are severely restricted. A work around is available
Severity 3 (Medium)	a) Minor  Feature or Function is failure b) Product does not operate as designated, minor impact on usage, acceptable 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

Licensee (Customer) SPOC may contact TCS to report an error report and request Support Services by any of the following methods:

a)    TCS Global Help Desk on Ultimatix for Incident logging

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

c)    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 - 0484-618-7777

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

9.    Updates - Shall mean any bug fixes, patches, maintenance releases and minor version releases of the Product, if any, planned and developed by TCS, from time to time, for general distribution to the licensees of the Software who purchase or subscribe to the Software Support Services for the Software. Updates to the Software are denoted by a change to the right of the first decimal point (e.g., v6.1 to v6.2).

10.    Upgrade - Shall mean a version of the Software that includes major enhancements, improvements or new functionality and, which is denoted by a change to the left of the first decimal point (e.g., v6.0 to v7.0).

11.    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
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
Product Updates	Update” means (i) bug fixes, patches and maintenance releases and (ii) “Minor Version updates(denoted by v6.1 to v6.2)	Bug fixes, patches, maintenance release and minor product updates
Training on the usage of the Product	Training provided to Authorized users	4 Remote Trainings of 2 hours each for Authorized End Users 2 Remote Trainings of 2 hours each for Authorized Admin users

 

V1.0 Released on 6^th May 2019