Support & Training

This Support & Training Services ("Support Services”) establishes the terms for Support Services, including the scope, exclusions, issue priority, and resolution times. It is entered into by and between Hidden Brains Infotech FZCO ("Hidden Brains," "We," "Us," or "Our") and the Licensee ("You," "Your," or "Client"), who has executed the Master Service Agreement ("MSA"). The Support Services forms an integral part of the MSA and is legally binding upon both parties.

By accessing and utilizing the Licensor’s Support & Training Services, the Licensee acknowledges and agrees to be bound by the terms of this policy.

Scope of Support Services

• Description of Support Services
  With the commencement of a Service Term for Support Services, the Licensee shall be entitled to technical and operational support as described in this document or as mutually agreed upon by both Parties separately. The terms of the support package shall be discussed and formalized in a separate agreement.
• Standard Support Services
  

  This Agreement outlines the scope of standard support services provided by the Hidden Brains. It defines the levels of support (L1, L2, and L3) offered to the Client, ensuring efficient issue resolution, system maintenance, and continuous optimization. Each support level addresses specific types of incidents, ranging from basic user assistance to advanced technical troubleshooting and system development.

  Support Level	Objective	Services Provided
  L1 (Level 1) - Basic Helpdesk & User Assistance	First-line support for common user issues and basic troubleshooting.	• Handling user queries on system navigation and usage. • Resolving login issues, password resets, and user access management. • Addressing minor configuration issues. • Providing knowledge base articles and FAQs for self-help. • Logging, categorizing, and escalating unresolved issues to L2
  L2 (Level 2) - Functional & Technical Issue Resolution	In-depth troubleshooting and issue resolution for ERP functionality and configuration.	• Investigating and resolving system errors, bugs, and workflow issues. • Troubleshooting integration problems with third-party applications. • Configuring and adjusting modules based on user feedback and business needs. • Implementing minor patches without major system changes. • Coordinating with L3 support for unresolved technical or development issues.
  L3 (Level 3) - Advanced Technical & Development Support	Deep technical troubleshooting, system enhancements, and core ERP development.	• Fixing critical bugs. • Developing and deploying major patches, updates, and customizations. • Managing database performance, data migration, and complex system configurations. • Handling major integration issues with APIs and third-party as per business requirement and agreed scope of services. • Customizing ERP modules as per business requirements and agreed scope of services. • Providing support for scalability and infrastructure improvements. • Supporting version upgrades and security compliance.

• Support Hours
  Support hours are defined based on Indian Standard Time (IST). The coverage parameters for the services covered under this Agreement are as follows:
  
  1. Business Hours: Monday-Friday, 10:00 to 18:00 IST
  2. Support Email: support@rockeye.com
  3. Weekend Support: Available only for critical issues, subject to prior agreement between the Parties.
  4. After-Hours Requests: Emails received outside business hours will be queued, and efforts will be made to resolve issues on the same or next business day unless an alternative arrangement for after-hours support has been mutually agreed upon.
  5. Additional Support Services :

     Support services beyond the scope of Standard Support Services, as outlined in the Service Terms, may be provided upon request. These services may incur additional charges and may require the use of Consulting Hours, if procured by the Licensee.

     For Priority Support, any support requests received outside specified business hours or on weekends will be routed to a designated Support Personnel. The Support Personnel will make all reasonable efforts to address and resolve issues in accordance with the agreed Service Level Agreement (SLA).

     Additional support services may include, but are not limited to:

     • Weekend Support Services – Assistance available on weekends for critical issues.
     • 24/7 Dedicated Support – Continuous support through a dedicated team.
     • Configuration-Level Changes – Assistance with minor or major system configuration adjustments.
     • Performance Optimization & Tuning – Enhancing system efficiency and performance.
     • Custom Report & Dashboard Development – Creation of tailored reports and analytics dashboards.
     • Data Migration & Integration Support – Assistance with data transfer and system integrations.
     • User Role & Access Management Assistance – Configuring and managing user roles and permissions.
     • Onsite Support Services – Deployment of technical support personnel for critical issues or major system upgrades.
     • Third-Party Plugin & API Support – Assistance in integrating and troubleshooting third-party tools.
  6. Availing Support Services
     • Support services are available to the Licensee as per the terms outlined in the Service Agreement.
     • Standard Support Services are provided within the agreed business hours, while additional support services may be availed as per the applicable service plan or upon request.
     • The Licensee must ensure that their support plan covers the requested services; otherwise, additional charges may apply.
     • Support requests can be raised via designated channels such as email, ticketing portal, or customer support hotline.
     • The Licensee must provide all relevant details, including issue description, screenshots, logs, and any error messages, to facilitate efficient resolution.
     • Support services will be provided as per the Service Level Agreement (SLA).
     • Critical or high-priority issues will be addressed on a priority basis as per the agreed escalation matrix.
     • Support services do not include custom development, extensive configuration changes, third-party software troubleshooting, or hardware-related issues unless explicitly covered under the agreement.
     • Requests that require additional consulting hours or fall under chargeable services will be communicated to the Licensee before execution.
     • For unresolved or escalated issues, the Licensee may follow the predefined escalation process to seek higher-level intervention.
     • Customers with Priority Support will receive expedited handling of critical issues outside standard business hours.
     • The Licensee must provide necessary access to systems, logs, and relevant data to enable effective troubleshooting.
     • Lack of required access or cooperation may impact resolution timelines.
     • Any custom support requests outside the defined scope shall be mutually discussed, evaluated, and agreed upon before execution. Charges for such requests will be determined based on complexity and effort required.

Service Level Agreement (SLA)

• Support Scope
  • Support is applicable only for the standard ERP features officially provided by Licensor.
  • The ERP system must be deployed on officially supported infrastructure.
  • Functional guidance, issue diagnosis, bug rectifications, software upgrades, and performance optimization.
  • Expedited issue resolution for customers who have purchased priority support services.
  • Support for customizations and third-party integrations as part of the agreed scope of services.
  • Data services, including data migration, transformation, and reporting, which will be provided as a separate service if mutually agreed upon by the parties.
• Support Ticket Process
  • Customers must submit all support requests via email to support@rockeye.com or through the ticketing portal
  • Each request is initially categorized as "Unclassified" and then assigned a priority level based on its impact.
  • If no response is received from the customer within 7 days of a ticket being addressed, the ticket will be closed automatically.
• Exclusions
  The following services are outside the scope of standard support:
  
  • Any third-party integrations or customizations performed directly by the Client.
  • Manual data entry, data migration, bulk data processing, data correction, cleansing, or any other data-related services unless separately agreed upon by both parties.
  • Resolution of server-related issues for Licensee-Hosted Cloud or On-Premises deployment models.
  • Management of user accounts, access permissions, and role-based security configurations.
  • Business process consultation, workflow optimization, or strategic advisory services.
  • Compliance-related audits, security certifications, or regulatory assessments.
  • Recovery from cyberattacks, security breaches, data corruption, or force majeure events.
  • Troubleshooting or resolution of issues caused by user errors, unauthorized modifications, or third-party involvement.
  • Updates and bug fixes are included in new ERP version releases, with schedules determined solely by the Licensor.
  • The Licensor is not responsible for any issues arising from Licensee’s custom modifications impacted by ERP updates.

Issue Priority Classification and Support Resolution Times (SLA)

All reported issues will be assessed by the support team to determine their criticality, after which appropriate resolutions will be provided based on the severity and impact of the issue.

Escalation Process for Support Requests

If a customer is not satisfied with the resolution provided or if the issue persists beyond the defined resolution timeframe, the customer may escalate the request through the following levels:

Escalation requests should be sent via email with the ticket reference number and details of the unresolved issue.

Training Support Services

Training Support Services will be provided to the Client based on the specific training services selected and mutually agreed upon by both parties from the options listed below.

• Training Delivery Methods
  Following are the methods of training sessions and it will be provided according to the service terms agreed upon by the Parties.
  
  • On-Site Training: In-person training sessions conducted at the customer's premises.
  • Virtual Training: Online training via webinars, video conferencing, or e-learning platforms.
  • Hybrid Training: A combination of on-site and virtual training to cater to various user needs.
  • Self-Paced Learning: Access to digital resources, recorded videos, and documentation for independent learning.
• Training Duration
  • Initial training will be conducted immediately after implementation for a duration defined in the agreed scope of services. The training period may be structured based on the number of sessions or days as mutually decided by the parties.
  • Ongoing support and training may be provided for an extended duration, such as on an annual basis or as per the agreed support terms.
  • Additional training sessions can be arranged upon request as part of the extended Support Services, subject to separate agreement and applicable fees.

Consultation Services

If Consulting Hours are purchased and defined in the Service Terms, the Licensor shall provide expert guidance to the Licensee on the Core ERP System Features, Customized Features, and the necessary requirements for the development, enhancement, and integration of Customized Features. Consultation services will be delivered as per the agreed scope, with each man-hour of Licensor personnel’s effort deducted from the allocated Consulting Hours.

We may update this Policy from time to time. We will make such changes by posting the new Policy on this page. You are advised to review this Policy periodically for any changes. Changes to this Policy are effective when they are posted on this page.