Last Updated on 1st April, 2023

This Support Policy governs the technical support services provided by JVS Technologies Private Limited (“JVS”) to the customers (“Customers”) of its SoftClinic GenX SaaS platform (“Product”) and supersedes all previous versions of the Support Policy.

Scope:

JVS will deliver technical support services (“Services”) in relation to its SoftClinic GenX software to the Customers strictly in accordance with the terms of this Policy. The Customers, who have purchased the Product directly from JVS or from the authorized reseller of JVS, using the SoftClinic GenX as recommended by JVS from time to time and have paid required payment against such use shall only be entitled for obtaining the Services under this Policy.

JVS may modify this Policy from time to time at its discretion without prior notice to the Customers. The updated version of this Policy shall be made available on the Product website (www.softclinicgenx.com).

Methods of Contact and Support Hours:

Customers may submit technical support requests online through the designated support portal or by sending an email to support@softclinicsoftware.com during the Support Hours.

Support Hours:

Support will be available during business hours, Monday through Friday, 9:00 AM to 6:00 PM IST (Indian Standard Time), except for Indian public holidays.

Response Time and Severity Levels:

JVS will use reasonable efforts to manage and address the Customers’ problems based on its Priority Level, its complexity, and the support package that was purchased. JVS cannot guarantee the time that it will take to resolve a problem. In addition, our response times may be affected if a customer fails to provide requested information.

The following table displays the various priority levels, conditions, and targets for “Response Time” that is defined as the time between when the problem is initially reported and when a Technical Support consultant contacts you.

Severity Levels:

Critical:

Definition: Critical severity level indicates that the issue reported has caused a significant impact on the system’s performance, and the system is not functioning at all or cannot perform the critical task.

Target Response Time: Our team understands the importance of resolving critical issues as soon as possible. Therefore, we will respond within 2 working hours of receiving a critical ticket to acknowledge the issue and begin working on a solution. We will continue to provide timely updates on the progress until the issue is resolved.

High:

Definition: High severity level indicates that the issue reported has caused a significant impact on the system’s performance, and the system is not functioning as expected or unable to perform some essential tasks.

Target Response Time: Our team will respond within 4 working hours of receiving a high priority ticket to acknowledge the issue and begin working on a solution.

Normal:

Definition: Normal severity level indicates that the issue reported has a moderate impact on the system’s performance, and the system can still function, but with some limitations.

Target Response Time: Our team will respond within 16 working hours of receiving a normal priority ticket to acknowledge the issue and begin working on a solution. We will provide timely updates on the progress until the issue is resolved.

Low:

Definition: Low severity level indicates that the issue reported has a minimal impact on the system’s performance, and the system can still function without any significant limitations.

Target Response Time: Our team will respond within 24 working hours of receiving a low priority ticket to acknowledge the issue and provide an estimated timeline for a resolution.

Please note that these response times are indicative and subject to change based on the complexity of the issue reported. Our team will do its best to provide the fastest resolution possible within working hours/days.

Escalation Process:

If a customer is not satisfied with the response to their problem or if the problem is not resolved within the target resolution time, they may choose to escalate the issue. The escalation process typically involves the following steps:

Level 1 escalation: The customer contacts a supervisor or manager to address the issue. The supervisor or manager will review the case and may escalate it to a higher level if necessary.

Level 2 escalation: If the issue is not resolved at the first level, it may be escalated to a higher-level manager or department head. This person will review the case and attempt to resolve the issue.

Executive escalation: If the issue is still not resolved, it may be escalated to an executive level, such as the CEO or president of the company. This is usually the highest level of escalation and is reserved for the most serious issues.

The escalation process is designed to ensure that customer issues are addressed in a timely and effective manner. It provides customers with a way to have their concerns heard and resolved at the appropriate level of management. It also helps companies to identify areas where they need to improve their customer service processes and procedures.

Updates and New Releases

JVS will notify Customers of all major releases and will provide Customers with a detailed description of the changes or additions made to the Product. JVS shall not be responsible for the implementation of any updates or releases, which shall be the sole responsibility of the Customer. However, JVS will provide necessary technical guidance to Customers who are experiencing difficulties installing an update or a release.

Technical Support Limitations

JVS will not provide technical support for the following:

• Any modification or customization of the Product made by the Customer or any third party, including without limitation, any modification or customization made to the Product’s source code or database;
• Problems caused by hardware or software not supplied by JVS or otherwise specified in the Product documentation;
• Problems caused by Customer’s or any third party’s failure to comply with the Product documentation or any other instructions provided by JVS;
• Any version of the Product other than the current release and the two immediately preceding releases;
• Problems caused by the use of the Product on hardware or software not specified in the Product documentation;
• Any third-party software, services, or hardware;
• Training or education services.

Your Compliance

In order to receive technical support, Customers must comply with the following requirements:

• Customers must have a valid support contract for the Product;
• Customers must provide JVS with access to the relevant systems and data as required to provide technical support;
• Customers must provide accurate and complete information regarding the problem reported;
• Customers must provide all information requested by JVS in a timely manner;
• Customers must maintain the confidentiality and security of all user IDs, passwords, and other access credentials provided by JVS for the purpose of providing technical support.

Support Hours

JVS will provide technical support to Customers during its regular business hours, which are Monday through Friday, 9:00 am to 6:00 pm Indian Standard Time, excluding public holidays in India.

Emergency support may be available outside of regular business hours at JVS’s discretion for an additional fee.

Support Channels

Customers may contact JVS for technical support via the following channels:
– Online technical support request form available on the SoftClinic GenX website;
– Email to support@softclinicsoftware.com

JVS will make every effort to respond to technical support requests in a timely manner, but does not guarantee any specific response or resolution time.

Support Fees

Technical support is provided free of charge during the warranty period for the Product. After the warranty period, technical support may be provided for a fee, subject to the terms of a separate support contract.

Conclusion

This updated Support Policy of SoftClinic GenX SaaS platform provides detailed information about the technical support services provided by JVS Technologies Private Limited to its customers. It is important for customers to understand their compliance obligations and the technical support limitations set out in this Policy to ensure that they receive the best possible technical support services from JVS.

No Refund Policy

Please note that due to the subscription nature of all the fees paid, under no circumstances will a refund be issued. This includes cases where there may be a delay or unavailability of support, as well as quality concerns. However, we take customer satisfaction very seriously and will make every effort to address any concerns and provide a satisfactory resolution to the issue at hand.