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Support Policy
Web Site Terms and Conditions of Use
1. Objective
This policy defines the scope, responsibilities, and terms of support provided by eresource for its ERP software to ensure optimal performance, timely issue resolution, and customer satisfaction.
2. Scope of Support
The ERP support service covers:
- Core module support (Sales, Purchase, Inventory, Finance, HR, Production, etc.)
- Functional and technical issue resolution
- Assistance with system configuration
- Troubleshooting errors and unexpected behavior
- Bug reporting and escalation
- Patch and update assistance
- User queries
Exclusions:
- Customizations outside standard modules (unless covered under a separate agreement)
- Integration support with unsupported third-party systems
- Data migration or recovery unless included in project scope
- User training beyond initial onboarding
3. Support Channels
Support can be accessed through:
- Email: support@eresourceerp.com
- Ticket Portal: https://onthedesk.azaalea.com/
- Phone Support: [+91-99874 40331] (during business hours)
- Remote Access Support: Provided as needed using tools like Ultraviewer, AnyDesk, TeamViewer, or company-approved platforms
4. Support Hours
- Standard Support: Monday to Friday, 9:00 AM to 6:00 PM (IST)
- Emergency/Critical Support: Available 24×7 for P1-level issues (with AMC or Premium Support Agreement)
5. Issue Classification & Response Time
| Priority | Description | Initial Response | Resolution Target |
|---|---|---|---|
| P1 – Critical | System not accessible / Core functions down | Within 1 hour | 4 – 6 hours |
| P2 – High | Major module malfunction, impacting operations | Within 4 hours | 1 business day |
| P3 – Medium | Minor issues or performance problems | Within 1 business day | 2–3 business days |
| P4 – Low | Queries, suggestions, enhancements | Within 2 business days | As agreed / scheduled |
6. Client Responsibilities
- Assign a point-of-contact for coordination
- Provide detailed description of issues with screenshots/logs
- Ensure system access for remote troubleshooting
- Maintain regular backups and stable internet connectivity
- Avoid unsupported third-party modifications
7. Maintenance and Updates
- Bug fixes and standard updates are included with AMC
- Major version upgrades or module additions are billed separately
- Planned maintenance will be communicated at least 48 hours in advance
8. Escalation Matrix
If a ticket remains unresolved or the response is unsatisfactory then connect with support matrix provided to you in agreement:
Level 1: Support Team Lead
Level 2: Project Manager / Account Manager
Level 3: Head of Support or Technical Director
9. Policy Modifications
eresource may revise this Support Policy as needed.
