Upgrades can be carried out remotely. Routine Maintenance processes will not involve bringing down the system. Prices of the upgraded version of the product will be as per the applicable prices for the product at the time of the launch of the upgraded software version. Problem Definition will start with registration of client's query and end with an initial response from a responsible expert of Infozech. Problem Resolution time will start with the initial response and will end with the provision of a permanent or temporary solution to the client's query.
Response time is acknowledgement of the receipt of the complaint.
It does not mean resolution of the problem which shall depend on the nature and extent of the problem.