Special 24x7 support | Agaram Technologies

+1-703-297-8591,+1-800-Now-LIMS(669-5467)

Post implementation support is the basic need to ensure long term success of any software implementation. Agaram ensures continuous support to all customers with proactive approach. Functionally and Technically skilled support staff is monitoring customer support and issue resolution to ensure smooth operations of software solutions provided.

Managing Support Tickets

Online Ticket and Bug reporting system ensures instant support and proper tracking of all issues. Team lead ensures that all the issues are addressed in timely manner with complete satisfaction on provided solutions.

Support Levels

Issue Classification

Severity A (Critical)

QA-QC activities have stopped because of this issue. Service to Customers is stopped.
GMP Compliance is adversely affected.
Response within 1 hour and AGARAM engineer will provide solution from his Office in Chennai within 5 hours of the receipt of the Ticket.

Methods

Email and Phone communication, Remote Sessions

Severity B (Medium)

QA-QC activities have been affected but there is no work around or because of this issue activities will not stop.
Response within 2 hour and AGARAM engineer will provide solution from his Office in 2 business days from the receipt of the Ticket.

Methods

Email and Phone communication, Remote Sessions

Severity C (Low)

Productivity Impact is not highly significant. Yet a fix for the issue will be required.
Response within 2 hours. Agaram’s engineer will provide a solution from his office within 2 business days from the receipt of the ticket.

Methods

Email and Phone communication, Remote Sessions

Severity D (On Site Support)

The issue could be of any of the criticality although the site visit is required resolve the issue.
Response within 72 hours and on-site is unavoidable.

Methods

The trained engineer will carry suitable requirements so as to ensure that the basic functioning of the software is restored within 120 hours of the call being logged.

Support Time

Agaram provides support during working days (Monday to Saturday) from 9.30 AM to 7 PM.

Special 24×7 support can be purchased where in Agaram provides dedicated support staff with relevant industry knowledge and technical skills with software deployed.