Welcome to the Support Center
In order to streamline support requests and better serve you, we utilize a support ticket system. Every support request is assigned a unique ticket number which you can use to track the progress and responses online. For your reference we provide complete archives and history of all your support requests. A valid email address is required to submit a ticket.
Priority Response Matrix
| Priority | Particulars | First Response |
Target Resolution |
|---|---|---|---|
| P1 (Critical) |
A major fault or error preventing all users from accessing majority services like Invoice generation, TP generation, etc. not able to run daily operations/tasks and complete business/system is stopped/outage.
Everyone is Affected |
1 hour | 5 hrs |
| P2 (High) |
A major fault or error that preventing all or some users from accessing some module: accounting, matching, excise.
Efficiency is Affected |
2 hour | 10hrs |
| P3 (Medium) | Cosmetic Issues or minor inconveniences in the system: issues or slowness in reporting, on the system etc. which does not hamper the end-to-end working. | 5 hours | 36-40hrs |
|
P4 (Low)
Change/Feature request |
New features/workflows which are not impacting the users on their regular daily activities: Customisations/additional requirements on reports, views, feature enhancements etc.
UI Alignment/Data Clarification |
8 hours | 60hrs (T&C applied) |