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Support Policy

 

This ZEVAC Support Policy (Support Policy) accompanies the ZEVAC Software as a Service Agreement (the “Agreement”) entered into between you (“Client / Customer”) and Circle of Life Healthcare Private Limited. Capitalized terms used in this Support Policy that are not defined herein have the meanings given to them in the Agreement.

 

ZEVAC offers support services for the Service (“Support “) in accordance with the following terms:

 

  1. Support Hours. The Company will provide Technical Support to the Client via both telephone and electronic mail on weekdays during the hours of 9:00 am through 5:00 pm Indian Standard Time, with the exclusion of Holidays (“Support Hours”).

  2. The Client may initiate a helpdesk ticket during Support Hours by calling assigned SPOC or using the in-app customer chat or at any time by emailing helpdesk@mycol.in. The Company will use commercially reasonable efforts to respond to all Helpdesk tickets within 1 (one) business day.

  3. Incident Submission and Customer Cooperation. Customer may report errors or abnormal behavior of the Service (“Incidents”) using the in-app customer chat or by telephone or via email at helpdesk@mycol.in. Customer will provide information and cooperation to ZEVAC as reasonably required for ZEVAC to provide Support. This includes, without limitation, providing the following information to ZEVAC regarding the Incident:

  • Aspects of the Service that are unavailable or not functioning correctly

  • Incident’s impact on users

  • Start time of Incident

  • List of steps to reproduce Incident

  • Relevant log files or data

  • Exact Wording of all related error messages

  • Full description of the Incident and expected results.

  • Any special circumstances surrounding the discovery of the Incident

 

  1. Company may share information about Incidents with its contractors, vendors and/or third party application providers to support Company’s provision of the Support Services described herein.

  2. Incident Response. ZEVAC’s Support personnel will assign a priority level (“Priority Level”) to each Incident and seek to provide responses in accordance with the table below.

 

Priority Level

Description

Target Response Times

Priority 1

Operation of the Service is critically affected (not responding to requests or serving content) for a large number of users; no workaround available.

4 Hours

Priority 2

Service is responding and functional but performance is degraded, and/or Incident has potentially severe impact on operation of the Service for multiple users.

1 Day

Priority 3

Non-critical issue; no significant impact on performance of the Service but user experience may be affected.

3 Days

  1. Exclusions. ZEVAC will have no obligation to provide Support to the extent an Incident arises from: (a) use of the Service by Customer in a manner not authorized in the Agreement or the applicable Documentation; (b) general Internet problems, force majeure events or other factors outside of ZEVAC’s reasonable control; (c) Customer’s equipment, software, network connections or other infrastructure; or (d) third party systems, acts or omissions.