Support Policy Guidelines Ver 1 0 (2)

SUPPORT POLICY & GUIDELINES SCOPE OF SUPPORT The Wings Consultant will provide service related to Wings eBiz Software. The following are not within the scope of support: Ø Ø Ø Ø Ø

Hardware related Problems Re-training Commission of any act, which affects the Licensing Key Individual requirements which the software doesn't support Any other issue which violates the Principles of Accounting etc.

NOTE: It is the responsibility of the Customer to safeguard the Data and the Software Handling Support Calls ➢

Any support e-mail. Help Desk FAX Email

issue from the Customer should be in writing either by Telephone, FAX or : : :

➢ Wings Support Consultant will acknowledge the request, giving date and probable time when support shall be offered, through telephone or e-mail. The support will be provided on the same day, as far as possible, provided the call is received before 11.00 am. Should the call be received after 11:00 am support will be provided either in the evening or on the next day.

➢ Should the client desire change of date, Wings Support should be informed in advance. The Customer should take a fresh date and time for visit. Else it shall be assumed that the user is available on the date acknowledged and the visit shall be considered as a single visit.

➢ Support Call Sheet (three copies) should be filled and signed by the visiting Consultant and the Customer on every visit. The Customer should retain first copy, the Consultant should retain second copy and the third copy should be sent to the H.O.

New Implementations Ø Ø Ø Ø

On the date of start of Implementation a full time Operator and infrastructure (Ref: Checklist for details) should be made available at the Customer's office. Wings Implementation and Training will be completed within 4 sessions and these sessions would be scheduled in consultation with customer. During the first day of implementation, the Customer should provide information relating to Business Flow. After successful implementation of the Software a letter (in the specified format) would be provided by the Customer.

Guidelines We make every effort to resolve the problem as our own. But, be sure to backup your data prior to doing any significant processing. The ability to restore your database to a point prior to the occurrence of any problem or error is critical to quickly resolving many problems. Backing up your database only takes a couple of minutes, but it can save your hours of work in the event of an error or problem. If your problem is minor and does not significantly impact your operation of the system or if

you have a general question, suggestion, recommendation, or comment, please do write to us. If you have a major problem or critical question that is prohibiting use of the system or if you need an immediate answer, call or fax us as indicated below. Support from Corporate Office, Hyderabad (in addition to Local Support) Web and Telephone support is generally available from Monday to Friday between 9:00 AM to 6:00 P.M IST (Holidays excluded). All support calls must be made to Wings eBiz Support @ +91-40-6701 8122/23/24. When seeking Wings support, you should not place calls to any other office extension or request to speak to any individual by name. This will only delay your receipt of support. Because of the volume of calls received, you may be asked to leave a message so that the Consultant can get back to you. To facilitate support, when you call, please be ready with the following: Ø

Ø Ø

The release No and resources date of Wings eBiz on which you are working. (The release No. appears in the About Window which can be opened by clicking on Help/ About Menu option and for resource date go to C:\Wings and check the date of resource.dat) Be at your Server computer with the Wings eBiz Software open during your call Have a pencil and paper handy.

If possible, write out a brief description of your problem and/or your list of questions prior to calling. When describing your problem, make a note of what you were trying to do, what happened, any error messages received, and any attempts you made to correct it, and the results. Please make every effort to keep the call as brief as possible as others may be waiting for service. FAX Support Incoming Fax may be received 24 hours a day - 7 days a week at (040) 23237318. Please address the fax to Wings eBiz support. Indicate a return fax number, your name and address, a daytime phone number, a description of the problem and copies of any supporting material. While faxes are received on a 24-hour basis, they are handled only during normal working hours. Mail Support You may write to us, critical processing problems or questions should be handled through telephone, fax, or email. We welcome all comments, suggestions and recommendations. All letters are carefully reviewed and all ideas will be considered for future upgrades. Please indicate on your letter if you do not require a response. e-mail Support You will get response for your issues reported within one working day if you mail us to Wings [email protected] But, depending on singularity and difficulty of your question it may take a bit longer. At times we may ask you send us a copy of your backup files in order to attempt to resolve your system problem. Please use MS-SQL backup utility to backup all files. Label the CD(s)/DVD(s) with your name,

address, phone number with area code, and date. Include in every case a brief note describing the problem you are encountering. We will make every attempt to quickly analyze and correct your problem, to correct or replace any files in error, and to return a corrected backup file to you. We will take every possible step to resolve your problem in a timely and professional manner.