SOW Change Methodology

Each time customer decides to outsource new applications and/ or Use cases and/ or dashboards then additional effort required for the support of such activities will be considered. If this change has an impact on the current team resourcing requirement, then an addendum will be signed, which will form part of the Agreement.

Maintenance (Steady state) Services

Incident Management: Organization of Support

Mutually agreed team structure will be finalized based on the signed SOW & agreed SLA's.

Key support points

• Support Language - English

• Support Location - BDB office in India

• Support Timings - 9:00 AM – 05:30 PM IST time (Monday to Friday excluding holidays)

• Tools Used -Jira and confluence OR other tools provided by the customer

Key points

• Any additional support requirement other than the information outlined above will need to be discussed.

• The current support team is 100% based in India. Based on requirements an onshore support individual could be considered.

• The team will be well integrated with the customer infrastructure team to ensure end-to-end support and monitoring.