Mindmill supports its customers in the following areas:

• Hand Holding Support
• Mindmill installation staff available on site during work hours till implementation
• 24 x 7 Phone Support till completion of implementation
• Email based support
• Regular support plans available

SUPPORT PLAN DETAILS

The customer initiates the support call either by a telephone call or by other forms of communication such as faxes or Email. When a Mindmill support staff is able to understand the issue, a contact is said to have been established. During office hours the contact is immediate and the call is recorded. After office hours contact is made when Mindmill personnel return the call. Once the contact is made Mindmill will have a person working to solve the issue. Email is read on all working days in the morning around 10 am IST and in the evening around 5 pm IST. Faxes are read almost immediately as they come in during business hours. It is beneficial to call to ensure that the fax is received and is legible.

There is a standard support level, which is available with our services. In addition to it there are two other pre-defined support levels. Further we can customize a support agreement to suit your specific requirements:

While the project is underway, all levels defined above are priced at the same rate and included as part of the normal per man month Engineer pricing. Client is requested to prioritize the issue. Engineer priorities and consequently the overall schedule will be changed on receiving the issue priority. This would be communicated to the client so they are aware of the altered schedule. There is a separate charge for providing a dedicated mobile phone to the support staff and having him respond to it, 24 hours a day.

After the project is finished, all projects have a one-month warranty during which all bugs are fixed free of cost. These are fixed using a standard support level. For an increased level of support after the project is finished a separate price will be charged.