Definitions
IBSPL
IBSPL in this agreement refers to INTELLIBUDDIES® SOFTWARE (INDIA) PRIVATE LIMITED
CUSTOMER
CUSTOMER means any company (which includes its representatives or employees) or individual who procures the licenses of Software from IBSPL after payment of the licensing fees.
Software
Software means software products developed and released by IBSPL and licensed to the CUSTOMER against payment of licensing fees, as identified on the Purchase orders / Reseller Orders accepted by IBSPL
Incident
Incident refers to software not working as defined in the Software documentation
Service Request
Service Request refers to any Request from CUSTOMER, which does not meet the criteria for an incident but is limited to information or suggestions on Software usage and licensing.
Ticket
Ticket means the formal Email sent to IBSPL for the Incident or Service Request.
Personal Data
Personal Data may include, but is not limited to name, email id, mobile number, Tax Identification Number and Bank Account Details, etc., which is regulated by General Data Protection Regulation, 2018 ("GDPR"), Health Insurance Portability and Accountability Act, 1996 ("HIPPA") and applicable privacy laws.
Overview
This Policy represents a Service Level Agreement ("SLA" or "Policy") between IBSPL and CUSTOMER for the Customer Support of Software. IBSPL reserves the right to modify the Policy as and when required.
Priority Levels:
Priority-1 (Show Stopper):
Incident involving production data loss, critical functionality breakage, impacting entire organization.
Priority-2 (High):
Incident involving reduction in capacity and performance of production software which in turn is impacting productivity of subset of organization entities
Priority-3 (Medium):
Incident involving non-critical functionality and impacting only subset of organization entities
Priority-4 (Low):
Incident involving non-critical functionality and mostly cosmetic in nature
Scope
Services covered by this policy are: 24/7x365 support through Email, Customer Helpdesk Portal and Phone.