Support Policy

Supported Software:	BDB Platform & it’s Plugins
	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.