Support

Support

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

The Online Ticket and Bug reporting system ensures instant support and proper tracking of all issues. The Team Lead ensures that all such issues are addressed effectively and in a timely manner with complete satisfaction.

Support Levels

Issue Classification

Severity A (Critical)

  • QA-QC activities have stopped because of the issue. Service to Customer has been stopped.cGMP Compliance is adversely affected.
  • We assure response within 1 hour and an Agaram Technologies’ executive will provide solutions from his office in Chennai, India within 5 hours of receipt of the Ticket.

Methods

Email & Phone communication, Remote Sessions

 

Severity B (Medium)

  • QA-QC activities have been affected but there is no workaround. Activities have not ceased because of the issue.
  • We assure response within 1 hour and an Agaram Technologies’ executive will provide solutions from his office in Chennai, India within 2 business days of receipt of the Ticket. 

Methods

Email & Phone communication, Remote Sessions

 

Severity C (Low)

  • The impact on productivity is not significant yet a fix is required for the issue.
  • We assure response within 1 hour and an Agaram Technologies’ executive will provide solutions from his office in Chennai, India within 2 business days of receipt of the Ticket.

Methods

Email & Phone communication, Remote Sessions

 

Severity D (On-Site Support)

  • The issue may be at any level of criticality but site visit is required to resolve it.
  • We assure response within 72 hours and on-site availability.

Methods

A trained executive will make suitable arrangements to ensure that the basic operation of the software is restored within 120 hours of the call being logged.

 

Support Time

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

You may also wish to purchase special 24×7 support which would include the provision of dedicated support staff highly knowledgeable in the relevant industry apart from technical skills and expertise in the software deployed.