Support Policy
Policy Term
Coverage Hours
Business Hours: 9 AM to 9 PM, IST,
Monday through Friday except National holidays
Supported Channels
Customized email ID
Supported Contacts
Licensed user of BDB Platform
Three designated contacts for BDB Platform
Target Response Times During Business Hours
Acknowledgement Time
Four (4) hours for P1 Incidents via an Email from BDB
Eight (8) hours for P2 & P3 Incidents via an Email from BDB
Sixteen (16) hours for P4 & P5 Incidents via an Email from BDB
Response Time
P1 – 8 hours
P2 – 48 hours
P3 & P4 – 72 hours
P5 – Based on the request complexity
Target Update Frequency
P1 – Daily P2 – P3 Weekly P4 – BI Weekly P5 – NA
Support Term
Term
Unless otherwise agreed to in writing by the Customer and BDB, Support Services will commence on the date of electronic delivery of the Software and will continue thereafter for
an initial support term of one (1) year. Thereafter, Support Services shall be renewed upon
BDB’s receipt of applicable payment from Customer. All terms and conditions hereof shall remain in effect during each one-year support term.
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