At BridgeLogic Software, we recognize the uniqueness of every industry and the distinct challenges they encounter. Our experts possess profound insights into software development across diverse sectors and providing solutions to each and every situation.
Welcome to BridgeLogic Software, a leading [industry/sector] software solutions provider. Established in [year], we take pride in our commitment to delivering innovative and reliable software products that empower businesses across the globe. Our dedicated team of experts is focused on ensuring that our customers experience seamless and efficient operations through the use of our cutting-edge software solutions.
Commitment to Customer Support:
At BridgeLogic Software, we recognize that exceptional customer support is a cornerstone of our success. We are dedicated to providing unparalleled assistance to our valued customers, understanding that their satisfaction is integral to the overall success of our products. Our support team is comprised of skilled professionals who are committed to addressing your inquiries, resolving issues promptly, and ensuring a positive experience with our software.
Purpose of the Support Policy:
The purpose of this support policy is to establish a transparent framework that outlines the terms and conditions of the support services we offer. This document serves as a guide for both our customers and our support team, ensuring clarity on the scope of support, available channels, response times, and issue resolution processes. By setting clear expectations, we aim to enhance the overall customer experience and foster a strong and trusting relationship between BridgeLogic Software and its clients.
Scope of Support
Definition of Covered Products/Services:
The support policy of BridgeLogic Software encompasses a comprehensive range of products and services designed to meet the diverse needs of our customers. Our commitment to support extends to all licensed users of our products and services, ensuring that they can leverage our solutions effectively to achieve their business objectives.
Exclusions or Limitations:
While BridgeLogic Software is dedicated to providing robust support, it's essential to clarify certain exclusions and limitations to manage expectations effectively. The following scenarios may be excluded or subject to limitations:
Third-Party Integrations: Support for issues arising from interactions with third-party applications or services may be limited, and customers are encouraged to contact the respective third-party providers for assistance.
Customization and Modifications: Issues resulting from unauthorized software modifications or customizations made by the customer may not be covered under the standard support policy. In such cases, customers may be required to restore the software to its original state before seeking support.
End-of-Life Products: Support for products that have reached their end-of-life phase may be limited or unavailable. Customers are advised to upgrade to the latest versions to receive continued support.
Hardware or Infrastructure Issues: While we strive to assist with software-related concerns, issues arising from hardware failures or inadequate IT infrastructure fall outside the scope of this support policy.
Training and Consulting: In-depth training and consulting services beyond the scope of basic support are available separately. Customers seeking additional training or consulting services are encouraged to inquire about our extended support offerings.
It's important for our customers to review and understand these exclusions and limitations to ensure a clear understanding of the support scope and to facilitate efficient and effective support services from BridgeLogic Software.
Support Channels
List of Available Support Channels:
At BridgeLogic Software, we understand the importance of providing diverse communication channels to cater to the varying preferences and urgencies of our customers. The following support channels are available:
Portal Support: Utilizing our support portal for raising support tickets is recommended to customers, offering a versatile channel suitable for all inquiry types and facilitating thorough documentation of communication details.
Email Support: Customers can reach out to our support team via email. This channel is suitable for non-urgent inquiries and allows for detailed documentation of the communication.
Phone Support: For more immediate assistance, customers can contact our designated project manager/ account manager. Phone support is recommended for urgent issues that require real-time interaction with our support team.
Operating Hours for Each Channel:
To ensure timely and efficient support services, BridgeLogic Software operates within the following hours for each support channel:
Portal Support:
Monday to Friday: 10:00 AM to 6:00 PM [IST (Indian Standard Time)]
Response time within 04 hours during operational hours
Email Support:
Monday to Friday: 10:00 AM to 6:00 PM [IST (Indian Standard Time)]
Response time within 1 business day
Phone Support:
Monday to Friday: 10:00 AM to 6:00 PM [IST (Indian Standard Time)]
Immediate assistance during operational hours
Please note that support services are available on regular business days and are subject to regional holidays. Customers are encouraged to use the appropriate channels based on the urgency of their inquiries, and our support team is committed to providing prompt and effective assistance within the specified operating hours.
Response Times
Clearly Defined Response Times:
At BridgeLogic Software, we strive to provide timely responses to all customer inquiries. Response times may vary based on the nature and urgency of the inquiry or issue. The following response times are established to ensure efficient communication and support:
General Inquiries and Standard Queries:
Response Time: Within 1 business day
Description: Responses to general inquiries and standard queries, including requests for information, product details, or non-urgent assistance, will be provided within one business day.
Technical Support Issues:
Response Time: Within 4 business day
Description: Technical support issues, including software-related problems, bug reports, and other technical concerns, will receive a response within four business hours. This allows for prompt acknowledgment and initial assessment.
Critical Issues or Outages:
Response Time: Immediate
Description: Critical issues or system outages that significantly impact business operations will receive an immediate response. Our support team will prioritize these cases to minimize downtime and address the issue urgently.
Differentiation Between Standard Queries and Critical Issues:
To facilitate prioritization and efficient handling of inquiries, we differentiate between standard queries and critical issues based on the following criteria:
Standard Queries:
Definition: Non-urgent inquiries, general information requests, and routine assistance.
Examples: Product feature inquiries, account-related questions, new report generation, and general guidance etc.
Critical Issues or Outages:
Definition: Issues causing significant disruption to business operations, system outages, or critical software malfunctions.
Examples: Complete system failure, severe performance degradation, or critical functionality issues affecting multiple users.
Our support team is committed to responding promptly to all inquiries, ensuring that customers receive the appropriate level of attention based on the urgency and impact of the reported issue. This differentiation allows us to allocate resources effectively and prioritize critical matters to minimize any potential business impact.
Issue Resolution Process
How Issues Are Reported and Resolved:
Issue Reporting:
Customers can report issues through the designated support portal or contact our support team via email, phone.
Include detailed information such as the nature of the issue, steps to reproduce, and any relevant screenshots or error messages.
Issue Triage:
Upon receiving an issue report, our support team performs an initial triage to assess the severity and nature of the problem.
The issue is categorized based on its severity level to determine the appropriate response time and resources needed.
Severity Level Assignment:
Severity levels are assigned based on the impact of the issue on business operations. The severity levels are typically categorized as follows:
Critical (Level 1): Complete system failure, severe performance degradation, or critical functionality issues affecting multiple users.
High (Level 2): Significant impact on business operations but not a complete system failure.
Medium (Level 3): Moderate impact on operations, affecting a specific function or user.
Low (Level 4): Minor issues with minimal impact on operations.
Resolution Plan:
Our support team devises a resolution plan outlining the steps required to address the reported issue.
The plan includes assigning the issue to the appropriate technical expert and setting a target resolution time based on the severity level.
Communication and Updates:
Regular updates are provided to the customer regarding the progress of issue resolution.
Customers are informed of any challenges encountered, additional information needed, or changes to the resolution timeline.
Resolution Verification:
Once the issue is addressed, the resolution is verified to ensure that it meets the customer's expectations and resolves the reported problem effectively.
Closure and Documentation:
The issue is officially closed, and documentation is updated to record the details of the reported problem, resolution steps, and any preventive measures taken.
Information on Severity Levels:
Definition: Complete system failure, severe performance degradation, or critical functionality issues affecting multiple users.
Response Time: Immediate
Target Resolution Time: Within 4 hours
Definition: Significant impact on business operations but not a complete system failure.
Response Time: Within 2 business hours
Target Resolution Time: Within 8 business hours
Definition: Moderate impact on operations, affecting a specific function or user.
Response Time: Within 4 business hours
Target Resolution Time: Within 2 business days
Definition: Minor issues with minimal impact on operations.
Response Time: Within 1 business day
Target Resolution Time: Within 5 business days
Our commitment is to resolve issues efficiently, keeping customers informed throughout the process and ensuring that their concerns are addressed in a timely manner based on the severity of the reported problem.
Support Resources
Information on the Support Team:
Support Team Expertise:
Our support team comprises highly skilled professionals with expertise in their respective field.
Team members undergo regular training to stay updated on the latest features, updates, and industry best practices.
Responsibilities of the Support Team:
The support team is responsible for addressing customer inquiries, resolving technical issues, and providing guidance on product usage.
Collaborating with other departments, such as development and quality assurance, to escalate and resolve complex issues efficiently.
Contact Information:
Customers can reach out to the support team through various channels, as mentioned above, during specified operating hours.
By providing a combination of a knowledgeable and responsive support team along with a robust set of self-help resources, we aim to empower our customers to find quick resolutions to their queries and issues while ensuring that our support team is readily available for more complex problems or personalized assistance.
Software Updates and Maintenance
Policy Regarding Software Updates, Patches, and Maintenance Releases:
Regular Updates:
ridgeLogic Software is committed to delivering regular software updates, patches, and maintenance releases to enhance product functionality, security, and performance.
Updates may include bug fixes, feature enhancements, and optimizations based on user feedback and industry standards.
Update Compatibility:
It is recommended that customers stay updated with the latest software versions to benefit from the latest features, security improvements, and performance optimizations.
Compatibility information for each update is provided to ensure a smooth transition for users.
Patching Policy:
Critical security patches are addressed promptly to protect users from potential vulnerabilities.
Non-critical patches are bundled into scheduled maintenance releases to minimize disruptions to user workflows
Notification Process for Scheduled Maintenance and Updates:
Advance Notification:
Customers will receive advance notification of scheduled maintenance and updates through various communication channels, including email, in-app notifications, and announcements on our website.
Notification lead times will be provided, allowing users to plan for potential service interruptions.
Communication of Changes:
Details about the changes, improvements, or fixes included in each update or maintenance release will be communicated clearly.
Release notes and documentation will be made available to help users understand the impact of the changes.
Scheduled Maintenance Windows:
Scheduled maintenance activities that may result in temporary service unavailability will be conducted during predefined maintenance windows.
Maintenance windows are selected to minimize the impact on users, typically during off-peak hours.
Emergency Updates:
In the event of critical security updates or urgent bug fixes, emergency updates may be deployed. Customers will be promptly notified of such updates and the reasons for their urgency.
Opt-Out Options:
In certain cases, users may be given the option to defer non-critical updates to a more convenient time to avoid disruptions to their operations.
By following a transparent and proactive approach to software updates and maintenance, BridgeLogic Software aims to keep users informed, ensure the security and stability of the software, and provide a seamless experience for all customers.
Customer Responsibilities
Clear Expectations for Customers Regarding Issue Reporting and Cooperation:
Timely Issue Reporting:
Customers are expected to report issues promptly through the designated support channels.
Timely reporting enables our support team to assess and address problems efficiently, minimizing potential disruptions.
Accurate Description of Issues:
Provide a detailed and accurate description of the issue, including any relevant error messages, steps to reproduce, and the impact on business operations.
Clear and comprehensive information facilitates quicker issue diagnosis and resolution.
Cooperation with Support Team:
Cooperate with our support team by responding promptly to any requests for additional information or clarification.
Collaboration ensures a more effective and efficient resolution process.
Compliance with Support Processes:
Adhere to the defined support processes outlined in the support policy.
Following established processes helps streamline issue resolution and ensures a consistent customer support experience.
Necessary Information Required When Submitting a Support Request:
Contact Information:
Provide accurate contact information, including the name, email address, and phone number of the person submitting the support request.
Product and Version Details:
Specify the product name and version number for which support is needed.
Include information about any relevant modules or features involved.
Operating Environment:
Describe the operating environment, including the operating system, hardware specifications, and any third-party software integrations.
Issue Details:
Clearly articulate the issue, including a step-by-step description of how it occurred and the impact on daily operations.
Attach relevant screenshots or error messages to provide visual context.
Severity Level Assessment:
If applicable, provide an initial assessment of the severity level of the issue based on its impact on business operations.
Prior Communication History:
Reference any previous communication or ticket numbers related to the ongoing issue to provide context for our support team.
Availability for Troubleshooting:
If remote troubleshooting is necessary, ensure that the appropriate personnel are available and have the necessary permissions for system access.
By fulfilling these responsibilities, customers contribute to a collaborative and efficient support process, enabling BridgeLogic Software to address their concerns effectively and provide timely resolutions to reported issues.
Escalation Procedures
Procedures for Escalating Issues When Standard Resolution Times are Not Met:
In the event that standard resolution times are not met, the support team will conduct an internal review to identify the cause of the delay.
This review includes an assessment of the complexity of the issue, resource availability, and any unforeseen challenges.
Escalation criteria are defined based on the severity and impact of the unresolved issue.
Criteria may include the exceeding of predetermined resolution timeframes, repeated delays, or instances where the issue escalates in severity.
Customers will be informed if an issue is approaching or has exceeded the standard resolution time.
Clear communication includes an explanation of the reasons for the delay and the steps being taken to expedite resolution.
If the issue persists beyond acceptable timelines and the standard resolution process is not proving effective, the escalation decision is made.
The decision involves escalating the issue to higher levels of management or specialized teams for focused attention.
Contact Information for Escalation Points:
The primary contact for escalations is project manager or account manager of that project.
The secondary contact for escalations is Head - Tech & Support.
Email:
Phone: +91 731 4281318-27
An escalation team comprising senior support and technical personnel is available for handling escalated issues.
This team is responsible for expediting the resolution process and ensuring that the escalated issue receives the necessary attention.
In rare cases where critical issues remain unresolved, executive management, can be contacted for intervention.
Email:
Phone:
Customers will be notified of the escalation and provided with the contact details of the relevant escalation point.
Regular updates on the progress of the escalated issue will be communicated until resolution.
By implementing clear escalation procedures and providing customers with contact information for escalation points, BridgeLogic Software aims to ensure that unresolved issues receive prompt attention at higher levels of expertise, leading to an expedited resolution and enhanced customer satisfaction.
Service Level Agreements (SLAs)
Defined SLAs for Different Support Scenarios:
Response Time SLAs:
SLA: Respond within 1 business day.
SLA: Respond within 4 business hours.
SLA: Immediate response.
Resolution Time SLAs:
SLA: Resolve within 4 hours.
SLA: Resolve within 8 business hours.
SLA: Resolve within 2 business days.
SLA: Resolve within 5 business days.
Scheduled Maintenance and Updates:
SLA: Notify customers at least 24 hours in advance of scheduled maintenance.
SLA: Complete scheduled maintenance within the specified time window.
Consequences for Not Meeting SLAs:
Escalation Procedures:
If SLAs for response or resolution times are not met, the issue is escalated to higher levels of management or specialized teams.
Escalation ensures that the issue receives immediate attention and resources to expedite the resolution process.
Service Credits:
Customers may be eligible for service credits or compensation if SLAs are consistently not met.
Service credits are offered as a gesture of goodwill to mitigate any adverse impact on the customer's operations due to delayed support.
Root Cause Analysis:
For repeated SLA breaches, a thorough root cause analysis is conducted to identify systemic issues or areas for improvement in the support process.
Corrective actions are implemented to prevent similar occurrences in the future.
Customer Communication:
Clear and transparent communication is maintained with the customer in case of SLA breaches.
Updates are provided on the reasons for the delay, the actions being taken, and the expected resolution timeframe.
Performance Improvement Plan:
If SLA breaches persist, a performance improvement plan is implemented, focusing on enhancing support processes, resource allocation, or training to address the underlying issues.
Management Review:
Management conducts periodic reviews of SLA performance and associated consequences.
Adjustments to support procedures or resource allocation are made based on the findings of these reviews.
By defining SLAs for various support scenarios and establishing consequences for not meeting them, BridgeLogic Software aims to uphold its commitment to delivering timely and effective support services, while providing transparency and accountability to customers.
Terms and Conditions
Legal or Contractual Aspects Related to the Support Policy:
Contractual Agreement:
By accessing and utilizing support services from BridgeLogic Software, customers enter into a contractual agreement.
The terms and conditions outlined in the support policy constitute a legally binding agreement between the customer and BridgeLogic Software.
Scope of Support:
The support policy clearly defines the scope of support, specifying the products, services, and scenarios covered by the support services.
Subscription Terms:
For customers with subscription-based support plans, the terms of the subscription, including duration, renewal, and any associated fees, are explicitly stated.
Disclaimers, Warranties, and Liabilities:
Disclaimer of Warranty:
BridgeLogic Software provides support services on an "as-is" basis, without any warranties or guarantees, whether expressed or implied.
No guarantees are made regarding the uninterrupted, error-free, or secure operation of support services.
Limitation of Liability:
BridgeLogic Software disclaims any liability for direct, indirect, incidental, consequential, or special damages arising from the use or inability to use support services.
The total liability of BridgeLogic Software is limited to the amount paid by the customer for the specific support services.
No Responsibility for Data Loss:
BridgeLogic Software is not responsible for any loss of data during the support process.
Customers are advised to regularly back up their data, and BridgeLogic Software may provide guidance on best practices but does not guarantee data preservation.
Third-Party Services:
BridgeLogic Software is not liable for any issues arising from interactions with third-party services, integrations, or products.
Customers are encouraged to refer to the terms and conditions of third-party providers for their respective services.
Changes to Support Policy:
BridgeLogic Software reserves the right to modify, update, or revise the support policy at any time.
Customers continued use of support services implies acceptance of the updated terms.
Force Majeure:
BridgeLogic Software is not liable for any failure or delay in performance resulting from acts beyond its control, including but not limited to natural disasters, strikes, or government actions.
Governing Law:
The support policy is governed by the laws of India, and any disputes arising from or related to the support services will be subject to the exclusive jurisdiction of the courts in Indore (Madhya Pradesh).
Termination of Support Services:
BridgeLogic Software reserves the right to terminate support services for customers who violate the terms and conditions outlined in the support policy.
By including these terms and conditions, BridgeLogic Software aims to establish a legal framework that governs the provision of support services while ensuring transparency, fairness, and clarity for both the company and its customers.
Contact Information
Clear Contact Information for Reaching the Support Team:
Standard Business Hours: Monday to Friday, 10:00 AM to 6:00 PM [IST (India Standard Time)]
Emergency Support Availability: Available for critical issues and emergencies.
Note to Customers: For non-urgent inquiries or standard support requests, we encourage customers to use the regular contact channels during standard business hours. Emergency contact details are reserved for critical situations that require immediate attention outside standard operating hours.
Revision History
20/06/2018: Initial version of the support policy.
01.06.2019: Support timing related changes.
12.10.2019: New support channel added.
Note to Users: The revision history provides transparency about the evolution of the support policy. Users are encouraged to review the revision history to stay informed about any changes or updates made to the terms and conditions. BridgeLogic Software reserves the right to modify the support policy, and significant changes will be communicated to users.
Conclusion
At BridgeLogic Software, our commitment to customer satisfaction is at the core of everything we do. We understand that robust and responsive support services are essential for our customers to maximize the value of our products and services. This support policy has been carefully crafted to outline the terms, expectations, and procedures that define our approach to assisting you.
As we conclude, we want to reaffirm our dedication to providing exceptional support. Your success is our success, and we are here to ensure that you receive the assistance you need promptly and effectively. Should you have any questions, concerns, or require support, please don't hesitate to reach out to our dedicated support team using the contact information provided.
Thank you for choosing BridgeLogic Software. We look forward to continuing to serve you and contribute to the success of your endeavors.
