Subscription EditionOn-Premise Edition

Hours of coverage

Standard Business Hours

Standard Business Hours

Support Channel

Support Ticket

Support Ticket

Number of tickets

Unlimited

Unlimited*

Initial Response Time

Severity Level 1 (Product application down or major malfunction resulting in majority of users unable to perform their normal functions)

 2 business hour

1) Initial phone support

2) 4-hour same business day response service+

Severity Level 2 (Critical loss of application functionality or performance resulting in high number of users unable to perform their normal functions)

4 business hours

1) Initial phone support

2) 4-hour same business day response service+

Severity Level 3 (Moderate loss of application functionality or performance resulting in multiple users impacted in their normal functions)

1 business day

1) Initial Phone support

2) Next business day  response service+

Severity Level 4 (Minor loss of application functionality or product feature question)

2 business days

1) Initial phone support

2) Next business day response service+

Days of Availability (excluding holiday)

Monday to Friday

Monday to Friday

Timing

10:00 AM to 06:00 PM

10:00 AM to 06:00 PM

 

  1. *First year support is free for On-Premise Editions, but from the second year client needs to purchase a separate support pack for the service to continue

    + When you first submit a ticket to our support team we will ask you to participate in some limited phone-based troubleshooting to identify the root cause of the issue. Let the support executive know what is the error or issues you are facing and the steps you have taken to resolve the issue. If the issue cannot be solved over the phone we will send you a support executive at your location. This onsite 4-hour response time for Severity Level 1 to 4 is for companies located in Mumbai only.

    But for companies located outside Mumbai the onsite service support depends on the locations. We will offer you quickest of the possible onsite services. The traveling of the support executive to the customer location to and fro will be borne by the company.

     

  2. Auto Close of Support Tickets

    Tickets which are waiting for client's reply will be closed after 48 hrs. We will assume, since the ticket was not responded to, that the issue has been resolved. If assistance is still needed, please reopen or create a new ticket.

     

  3. Convergence IT Services Holiday List
    • Jan 01, 2018 Monday New Years Day
    • Jan 26, 2018 Friday Republic Day
    • Mar 02, 2018 Friday Holi
    • May 01, 2018 Tuesday Maharashtra Day
    • Jun 16, 2018 Saturday Id-ul-Fitr (Ramazan Id)
    • Aug 15, 2018 Wednesday Independence Day
    • Aug 26, 2018 Sunday Raksha Bandan
    • Sep 13, 2018 Thursday Ganesh Chaturthi
    • Oct 02, 2018 Tuesday Mahatma Gandhi Jayanti
    • Oct 18, 2018 Thursday Vijaya Dashami
    • Nov 07, 2018 Wednesday Laxmi Pujan
    • Dec 25, 2018 Tuesday Christmas
{uKnowva is a brainchild of Convergence Services}