• Annual Technical Support (ATS)
• Service Continuity Support (SCS)

1.1 The targeted response time frame is mentioned below:-

• “Crucial” means, Situation is critical to the Customer’s operation. Like billing issues, Software not responding Etc.& need to resolve the problem immediately.


• “Moderate” means an Incident which is serious, but not critical, to the Customer’s operation like the functionality of the Software which is needed but not available.


• “Modest” means an Incident which is not critical/serious, like to provide training to new staff Etc.


• “Bug Fix” means a reported bug which is fixed in an incremental release. It does not contain additional new features.


• “Prime Response” is the time the support team shall acknowledge the call and start gathering the information from the customer.


• “Operation Response”means the time from support team receiving sufficient information from the Customer to recreate the problem, to when support team, with the assistance of the Customer, starts work to take or progress corrective action. In the event of an Incident being reported outside support team’s Normal Operating Hours, the “operation Response” time will be calculated from the next commencement of Normal Operating Hours.


• “Escalation Response”means the time a senior manager shall respond to the customer’s issue with a qualified response.

• Customer should give one point contact officer for all deployment and support issues and shall communicate with the designated officer of Truelogics® InfoTech P. Ltd. for any problem.


• Customer shall deploy all Operating System Patches, Anti Virus/ Anti Malware / End Point Security solution from a reputed vendor. If Truelogics® InfoTech P. Ltd. support team recommends any correction or makes any observation about such issues; the customer has to take corrective measures at his cost.


• Truelogics® InfoTech P. Ltd. Support team may suggest few changes in the setup as may be advised for a better and error free environment. Customer has to cooperate and enforce such changes.


• Customer should ensure the availability of site and cooperation from the users to release the system for resolution.


• If customer fails to meet his part of responsibility Truelogics® InfoTech P. Ltd. Shall bring it to the notice of the customer through email and/or print copy. All such cases till resolved shall remain outside the domain of this SLA. If the customer fails to settle the Service Bill raised for services as per this agreement, the SLA shall remain in the state of suspension and may be resumed only after payment of the dues.


• Customer shall maintain the license key properly. The software can be installed on the same system with the same key for infinite times. If the customer wants to change the system he should surrender the key and then use it on another system. In all such cases the key shall continue to work. In cases where he fails to do so, he has to request for Key.


• After installation, product data entry(E.g. Stock, Recipe entry & All data Etc.) is client’s responsibility.


• Database management responsibility is in client’s scope.
• At the time of System format(Main system/Server), client should keep their data backup first. In this case Truelogics® InfoTech Pvt. Ltd. is not responsible for any loss.


• In any case if Network connection is loss Truelogics® InfoTech Pvt. Ltd is not responsible for data detriment.

• Provided key dedicatedly work only for the agreed no of systems which will decided at the time of installation. To install/run the software more than the agreed no of systems extra charges will be applicable.

• For Support at locations where we do not have the right expertise, the manpower shall be routed from the nearest base station where support team is available.


• In that case Customer shall bear the 3rd AC Fare / Air Fare (including VISA & Medical as applicable), Food, accommodation & laundry of the visiting team member.


• Rate applicable is on Day basis in such case.