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Exhibit IV - Support & Maintenance

Support & Maintenance fee shall be applicable after go-live as given in Exhibit III. on BlueLogis Shipping software. 

Support & Maintenance includes:

  • Maintain the Software so that it operates in accordance with the specifications as set out in the In Scope.
  • Provide Customer with all Updates namely; enhancement to the existing software which will have an impact on the Performance, Security and correct defects or Bugs in the Software within Version to the Software

Support Coverage:

Monday to Friday, Business Hours of Customer, not exceeding 8Hrs and not with breakups. It would be continuous working hrs.

After office hours or weekend support would be provided as on demand services with per day billing rate basis such support would be agreed mutually.

Support Method:

BlueLogis will provide support to Customer, at four different levels, as detailed below.

  • “Service Desk” Online Self Service Support Portal
    1. Customer can raise Support request for any Incidents, Service Request and Problems from the Product screen where they find it as malfunction or error, directly to the Service Desk Tool which is managed by BlueLogis.
  • Remote Login Support
    1. In the event that an issue needs to be resolved by accessing the online system, then the support team of BlueLogis requests the Customer to provide access details to the customer’s remote servers in the specified problem location. Support personnel access these systems through remote connection to effect issue resolution.
  • Telephonic Support
    1. For any critical events, Customer demands direct telephonic support, same would be done as per Support Coverage.
  • Onsite Support
    1. Onsite support is provided if support service channel mentioned above fail to resolve the issue. A support consultant is deployed to the customer site to resolve the issue. It will be decision of BlueLogis to make Support resource available at onsite by measuring quantum issue and criticality.
  • Any such Visits would be on chargeable to customer as per  agreed  Payment terms, on actual. Alternatively, Customer may make all arrangements on Travel, Stay, Boarding, Communication, Visa and others that is required for Onsite support.
  • If onsite consultant is demanded as Full Time basis, BlueLogis would be charging Customer as per man day rate and will agree mutually, this will be added to above travelling cost.

MAINTENANCE COVER PRIORITY LEVELS DURING WARRANTY PERIOD

ISSUE PRIORITY

DESCRIPTION

SLA RESPONSE TIME

SLA Resolution (hours)

RESOLUTION TIME TARGET

Priority 1

The Product has completely ceased to operate, meaning that it is impossible to conduct any transaction in the application.

Business critical module/s has completely ceased to operate, meaning that it is impossible to conduct any transaction

2 Working hours

8 working hours
  • Break-Fix/ Work around in the next working session).

  • Update every 3 hours till resolution.

  • Break-Fix to be provided in defined timeline

Priority 2

Some of the modules in the Product have ceased to operate, however work around available

4   Working Hours

16 working hours
  • Break-Fix to be provided in defined timeline

Priority 3

All other problems.

8 Working Hours

32 working hours
  • Break-Fix to be provided in defined timeline.

  • In case of modification or Change request the same will be discussed and agreed with the customer on the way forward and delivery time line on a case-to-case basis.


Note:  Based on priority, BlueLogis will respond to “Customer”, and both Parties will agree mutually for the resolution depending on criticality of the problem.

Support Service Acceptance Criteria:

Customer hereby agrees that BlueLogis shall not be responsible for a failure to meet the above Maintenance Cover Priority Levels to the extent that the issue reported is attributable to:

  • Insufficient or incoherent data necessary to completely test the break/fix or change in the Quality system.
  • Inconsistency of data between development, Test and production system.
  • Reported Problem should be reproducible in test environment with test data.
  • No response or delayed responses from Customer to agree on fix or resolution.
  • Reported issues are identified to be process related or disputed item between BlueLogis and Customer in process change discussion.
  • Any issues related Database or operating system level issues which are not in BlueLogis ability to resolve.
  • Any defect in Third Party Software or Equipment where the latent nature of the defect is the caused outside BlueLogis’s failure to meet the applicable Service Level.
  • Problems resulting from components (hardware, software, network, maintenance, other interfacing application), including facility, application, and End User controlled problems, for which a party other than BlueLogis is operationally responsible.
  • An event which is Force Majeure.
  • A breach of this Agreement by Customer.
  • Connectivity failure.
  • Any Bug or breakdown demanding any business process change and translating into Product Enhancements or Change Request

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