Technical Support
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| As
important as product selection and implementation,
technical support is key element in successful
operation of a company on an ERP platform.
BatchMaster’s technical support services provides an
array of services, which enables you to extract
maximum benefit of the system. A regular support
provides you with an option to have technical
experts taking care of the ERP technical issues,
so that you can focus on your regular business
needs. BatchMaster’s has full time, dedicated
and expert staff to address your support needs,
and you can avail the following benefits by
choosing a Service and Support Plan option
as provided by BatchMaster time to time. |
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Annual Software
Enhancement Plan |
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| Under the
Annual Software Enhancement Plan, Customer is entitled
to receive free updates during the coverage period. Annual
software updates for third-party provided software components
as part of the solution is in accordance with the terms
and policies of the respective vendors. |
| Technical
Support BatchMaster Technical Support Helpdesk
is available during normal business hours on weekdays
except holidays. |
| The technical
support of BatchMaster is available via email or telephone;
and is categorized in the following sub heads |
Standard Product
Support |
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| The support
on the following areas would be considered under maintenance
contract. BatchMaster support team would assist customers
in the queries and issues encountered in the routine process.
The maintenance contract would cover the following areas
of product support |
| Installation
related Assistance in the installation of the
software and addressing the issues related to it would
be part of functional support. Assistance in reinstallation
of the software in case of the breakdown of the system
would also be covered. |
| Report
related The issues in the standard report and
the functionality for the same would be considered as
part of the ASM. Minor modifications in the layout of
the report like changing logo or caption would also be
included. Any logic change, addition of Data fields in
the existing report along with new reports creation would
be out of the scope |
| Software
The queries related to the software usability
and issues encountered in normal functionality would be
addressed. This will be specific to the software installed
by BatchMaster including customizations designed for customer
and any Add on provided. |
| Integration
with third Party Software: The integration of
BatchMaster with third party software would be supported.
This support would be limited to the current configuration
supported by BatchMaster. |
| Compatibility
Issues: The issues and queries related to the
compatibility of BatchMaster with different system like
SQL server, OS would be addressed. This will only be limited
if BatchMaster has released the compatibility of certain
product with specified versions and this is validated
by the system. |
| Integration
with Financial Software: Issues related to integration
of BatchMaster and Accounting application would also be
included as part of maintenance. |
| Data
Related Issues. In the routine business process
if there is any problem and data correction is needed
it would be undertaken by BatchMaster. BatchMaster would
not recommend any data correction executed by customer
this is required that the data corrections are executed
with consultation with BatchMaster to maintain the referential
integrity of the system. This would not include Data entry
or modification from back end which can be accomplished
through GUI. BatchMaster would not take any responsibility
of any changes made in the data through back end by customer. |
| License:
Any issue related to the licensing of the software will
be addressed by BatchMaster. |
| BatchMaster
University: As part of maintenance BatchMaster
would be providing the BatchMaster University login for
the users. This will be self learning tool for the users
to learn the different modules using on line audio-video
tutorials. This will be limited to number of user licenses
purchased by the customer. |
| Released
Service Pack: Providing information about the
release of the new patches for the customer relevant areas.
BatchMaster would also be available to assist customer’s
key contact in the installation of the new built and patches. |
Product Enhancement
Support |
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| Major upgrade
of software would be provided as part of maintenance (consulting
services apply if customer needs assistance) Testing of
all business scenarios on the customer database before
installation of any new built or patch on the customer
end (inclusive in ASM package) |
Support provided
on chargeable (Time and Material) basis |
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| IT
Support |
| This support
would be provided only on the chargeable basis.
Any issue pertaining to this area need to be taken note
of and later after discussion with the Support Manager
the proper course of action need to be taken care. The
actual task will be performed after execution of Work
Order and receipt of payment. This area would include |
| Data
maintenance excluding backup restoration from
customer's backup machine in case of server/operating
system failure. Restoration however will not include readying
the server machine with operating system, but will include
installation of BatchMaster standard/ customized product
before database is finally restored. |
| Installation
of the software during upgrade on the various
workstations excluding server and 1 client machine. Network
and accessibility issues Indexing and re-indexing of the
database Installations and configuration of software other
than those provided by BatchMaster. |
BatchMaster Knowledge
Support |
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| This support
also is provided only on the chargeable basis.
This includes |
| Training to
new employees of customer. |
| Training on
the Add-on products purchased later |
| Training on
the Crystal Reports |
Report Modifications
and Application Customizations |
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| These tasks
will be performed only on chargeable basis. The requirements
will lead to a Work Order; and upon execution of Work
Order and receipt of corresponding payments, the task
will be taken in hand. This would include |
- All application customizations
- All the Reports creation, modifications and customization
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