Standard Product Support

The support on the certain areas would be considered under maintenance contract that covers the following areas of product support.

Installation related

Provides assistance in the installation & reinstallation of the software and addressing the issues related to it.

Report related

ASM covers the issues under the standard report. Report layout modifications like changing logo or caption would be included but, any logic change, addition of Data fields in the existing report along with new reports creation would be out of the scope.

Software Related

Queries include software usability issues encountered in normal functionality specific to the ArrowBench software plus customizations and Add-Ons provided.

Integration with third Party Software

The integration of ArrowBench with third party software would be supported, limited to the current configuration supported by ArrowBench .

Integration with Financial Software

Issues related to integration of ArrowBench and Accounting application would also be included as a part of maintenance.

Data Related Issues

Like data correction during the routine business process would be undertaken by ArrowBench . ArrowBench would not take any responsibility of any changes made in the data through back end by the customer, accomplished through the GUI, neither would entertain data corrections to maintain the referential integrity of the system.

Compatibility Issues

Of ArrowBench with different systems like SQL server, OS, etc., would be addressed, provided that ArrowBench has released the compatibility version of certain products and is validated by the system.

ArrowBench school

Would be providing the ArrowBench school login for the users. This will be self-learning tool to gain knowledge about the different modules using online audio-video tutorials. This will be limited to the number of user licenses purchased by the customer.

Released Service Pack

Covers providing information about the release of the new patches for the customer relevant areas. ArrowBench would also be available to assist customer's key contact in the installation of the new built and patches.

Support provided on a chargeable (Time and Material) basis

IT Support Is provided on chargeable basis. The actual task will be performed after the execution of Work Order and receipt of payment. This includes:

• Data maintenance excluding backup restoration in case of server/operating system failure.
• Restoration, however will not include readying the server machine with an operating system, but will include installation of ArrowBench standard/customized product before the database is finally restored.
• Installation & upgrade of the software on the various workstations excluding server and 1 client machine.
• Network and accessibility issues Indexing and re-indexing of the database Installations and configuration of software other than those provided by ArrowBench .

ArrowBench Knowledge Support

This support is also provided on the chargeable basis and includes:

• Training to new employees of the customer.
• Training on the Add-on products purchased later.
• Training on the Crystal Reports.

Report Modifications and Application Customizations

• All application customizations.
• All the Reports creation, modifications and customization are included and tasks will be performed after Work Order generation and receipt of corresponding payments.