A support ticket is a digital record that captures a user's request for assistance or resolution of an issue. It contains important details such as the subject, department, priority, and a description of the problem or concern. Support tickets are used to streamline communication between users and support teams, ensuring that requests are properly documented and addressed in a timely manner. They serve as a convenient and organized way to track and prioritize customer inquiries, allowing support teams to provide efficient and personalized assistance.


Step 1: Click Create Support Ticket Icon.

Step 2: You will be directed to the BlueLogis CRM login page. To access your account, simply enter your registered email address and password in the respective fields.

Step 3: After successfully logging in, you'll find the "Support" option located at the top right corner of the page. Click on it to continue.

Step 4: Now it's time to provide the necessary details for your support ticket. Start by entering a descriptive subject that summarizes the issue you're encountering. Next, select the appropriate department related to your query.

In the "Ticket Body" section, feel free to elaborate on the issues you're facing. The more information you provide, the better equipped the support team will be to assist you. If you have any screenshots that can provide additional context, you can attach them in the designated attachment section.

Once you've entered all the required information, click on the "Save" button to create your support ticket. Well done!

Your ticket has been successfully submitted, and the support team will review it promptly. They will reach out to you to provide further assistance and work towards resolving the issues you've encountered.

Exhibit IV - Support & Maintenance Agreement Terms

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 on weekends support would be provided as on-demand services with per day billing rate basis such support would be agreed upon mutually.

Support Method:

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

• “Service Desk” Online Self-Service Support Portal
  1. Customers can raise a Support request(Ticket) for any Incidents, Service Requests, and Problems from the Product screen that they find as malfunctioning or errors, directly to the Service Desk Tool(BlueLogis CRM) 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 a remote connection to effect issue resolution.

• Telephonic Support
  1. For any critical events, the Customer demands direct telephonic support, the same would be done as per Support Coverage.
     

• Onsite Support
  1. Onsite support is provided if the support service channel mentioned above fails 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 resources available onsite by measuring quantum issues and criticality.

MAINTENANCE COVERS PRIORITY LEVELS DURING THE 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/Workaround in the next working session). Update every 3 hours till resolution. Break-Fix to be provided in the defined timeline
Priority 2	Some of the modules in the Product have ceased to operate, however workaround is available	4   Working Hours	16 working hours	Break-Fix to be provided in the defined timeline
Priority 3	All other problems.	8 Working Hours	32 working hours	Break-Fix to be provided in a 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 timeline on a case-to-case basis.

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 is necessary to completely test the break/fix or change in the Quality system.
• Inconsistency of data between development, Test, and production systems.
• The reported Problem should be reproducible in a test environment with test data.
• No response or delayed responses from the Customer to agree on a fix or resolution.
• Reported issues are identified to be process-related or disputed items between BlueLogis and Customer in process change discussion.
• Any issues related to 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 caused outside BlueLogis’s failure to meet the applicable Service Level.
• Problems resulting from components (hardware, software, network, maintenance, other interfacing applications), 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