Services

The scope of this Statement of Work (SOW) encompasses the maintenance of the Data Platform together with the associated Use cases/dashboards deployed on the Data Platform. The methodology and approach are described below in detail.

Maintenance Services

• Supplier is required to provide L1, L2, and L3 support for the Data Platform post-transition to support.

• Supplier is required to provide L1, L2, and L3 support for the Use cases/dashboards deployed on the data platform post-transition to support.

• Supplier is required for end-to-end transitioning of use case/dashboard to support following the predefined transitioning approach (If required).

L1

Support includes activities like basic troubleshooting, account creation, guiding the usage of self-service capability, the first point of contact, etc.

L2

Support includes activities like in-depth technical support for the resolution of an incident that cannot be resolved by the L1 team. It does not include any application code changes or release-related updates.

L3

Support includes activities like changes in the application code for the resolution of an incident. The L3 support also takes care of the bug fixes & proactive analysis of incidents.