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Terms and Conditions
These terms govern your use of Divam Technologies’ website and services. Please read them carefully.
Services Provided
Technical assistance and maintenance services are provided to the Licensee based on agreed fees and responsibilities.
Technical Assistance
Error Diagnosis and Resolution
Assistance in diagnosing and resolving software issues, excluding third-party hardware/software issues.
Support Availability
Support provided Monday to Friday, 9:00 AM to 6:00 PM IST (excluding public holidays). 24/7 mission-critical support available for an additional fee.
Support Channels
Assistance provided via email, phone, or chat by trained personnel.
Severity Levels
| Level | Description |
|---|---|
| Severity 1 (Critical) | Production system down, all users affected. |
| Severity 2 (High) | Partial functionality affected. |
| Severity 3 (Low) | Non-critical issues or general queries. |
Response and Resolution Times
| Severity | Response | Interim solution | Final resolution |
|---|---|---|---|
| Severity 1 | Within 4 hours | Within 16 hours | Within 1 business day |
| Severity 2 | Within 8 hours | Within 24 hours | Within 2 business days |
| Severity 3 | Within 1 business day | Within 3 business days | Within 7 business days |
Revised resolution plans will be proposed if timelines cannot be met.
Maintenance Services
Program Updates and Releases
All updates/upgrades within the package are included. New software or additional functionality outside the package is excluded unless agreed upon.
Platform Compatibility
Software may be provided for additional platforms without exceeding user limits. Software is hosted on cloud infrastructure or installed by Divam Technologies; no downloadable or physical copies are provided.
Licensee Responsibilities
System Updates
Use the latest software versions provided by Divam Technologies.
Designated Contacts
Assign appropriate support contacts (2 contacts per 100 users).
Feedback and Cooperation
Provide timely feedback and cooperate with Divam Technologies for effective issue resolution.
Maintenance and Support Personnel
Divam Technologies ensures skilled, qualified personnel for timely and efficient support.