Additional Development and Migration
Flectra ERP Support plans do not cover the additional
development and migration services. To know more about these services,
including their pricing details, get in touch with us here.
|Business Day||A weekday that is not a holiday. A business day is only counted for the business hours from 11:00 AM to 05:30 PM IST|
Reportable incidents are defined as any faults,
issues, or failures of a software product in part or
in full, and that can be reproduced and verified,
unless they are
(a) caused by the use of the software product by the customer for purposes other than what they were explicitly intended for.
(b) caused by the use of the software product in contravention of the proper usage guidelines supplied with the product.
(c) not interfering with the functioning or use of the product.
(d) caused by the modification of the product by the customer or a third party in a way that is not covered under the product usage agreement.
(e) caused by the failure on part of the customer to install the updates, bug fixes,improvements, and other product modifications provided by Flectra in a timely manner.
|Error Correction||Any changes introduced by Flectra to the customer’s software product or services in order to restore its full functionality and features, as described in the Specifications provided with the product. These changes eliminate the negative effects of any issues, flaws, faults, or errors that are observed in the customer’s product.|
|Severity 1 Error||
This is the state of highest severity of an issue
or problem faced by the customer, wherein the
customer’s mission-critical systems like production
server are down, and no immediate resolution is
(a) a significant amount of customer’s mission-critical data is under the threat of either being permanently lost or corrupted.
(b) customer’s products or services are suffering from a major downtime.
(c) customer’s security systems have been breached, and a significant amount of valuable or sensitive data is being accessed or stolen. Issues that are excluded from Severity 1 Error are
(1) client software issues or third-party software issues.
(2) software products that have not completed the UAT, such as demonstration systems. Also, when the customer fails to provide the appropriate resource to assist with fixing the issue, the issue will be downgraded from Severity 1 level.
|Severity 2 Error||
Severity 2 errors are characterized by
(a) the impairment of a major functionality or feature of a software product, while the product itself can continue to function, albeit in its impaired state, in a way that can significantly compromise the integrity of its long-term data.
(b) the non-availability of any permanent solution for the issue, while a temporary fix is available. Issues in client software or third-party products will not be treated as Severity 2 Error by Flectra.
|Severity 3 Error||It refers to an error that has only impaired a non-critical functionality in a software in such a way that the software can continue to operate and serve its intended purpose, while some component(s) may be impaired.|
|Severity 4 Error||Issues that are minor in nature, such as errors in documentation, general usage questions, cosmetic issues, and so on.|
|Response Time||It’s the time taken by Flectra to acknowledge the issue, assign a case reference number, and confirm the severity level of the issue.|
|Max hours of support||Flectra provides support for the maximum number of hours as featured in the support plan chosen by the customer. Any additional support is available as per the discretion of Flectra.|
Want Free Support? You can access the wealth of knowledge base and live assistance available on the Flectra ERP Forum. Flectra ERP Forum is an active community of developers, users, and enthusiasts who post issues, share solutions, and help others succeed. You can browse through the older posts to find effective solutions to the faults you are facing. Guess what! Access to Flectra ERP Forum is free for everyone. Check out the Flectra ERP Forum today.