Support Policy
Customers can contact Eneruni support when they have any questions or issues and the Eneruni support team attempts to resolve those to the customer's satisfaction.
Support Contact Methods
You can use any of the following methods to contact the Eneruni Support help desk and avail support service.
- Write an Email to support@eneruni.io
- Dial any of the toll-free numbers given below:
| Country | Toll Free Number | Country | Toll Free Number |
|---|---|---|---|
| India | TBD | Philippines | TBD |
| Indonesia | TBD | Singapore | TBD |
| Malaysia | TBD | United States | TBD |
Support Includes
- Incident Support - Identifying and troubleshooting problems in the system
- Query Support - Information on the product including sales related queries
- Provide the initial response as per the severity of the incidents defined below
- Communication of the status of the incident on a periodic basis until it is resolved
Self Service
An extensive knowledge base is available within the Product for the Customers to search and find answers to the simple problems they face while using the product or service.
Support does not include
- Consultancy services and configuration to customer specific requirements
- Problems to be rectified due to improper use, repair by anybody else or for any other purpose
- Data Migration from existing application / system
- Hardware problem outside the Services Environment.
- Network (LAN/WAN) problem outside the Services Environment
- Data download or data processing services.
- Product Training
- Support in languages other than English
- Third-party application integration services
Response Time
Response Time is provided as typical initial response times to support requests. TCS will use commercially reasonable efforts to meet response time goals. Response time goals in no way create a legal requirement or obligation for TCS to always provide such response in the stated time. Response time will be valid only for Problem resolution and not for query resolution
Incident Severity
Response times vary by the following defined severity levels
| Definition | Description |
|---|---|
| Severity 1 (Critical) | Production system is down Product is unusable resulting in total disruption of work or other critical business impact. No work around is available |
| Severity 2 (High) | Major Feature or Function is failure Operations are severely restricted. A work around is available |
| Severity 3 (Medium) | Minor Feature or Function is failure There is an issue that needs to be resolved, but primary functionality to critical and key solutions is not impaired. Issue has a low impact to your overall business |
| Severity 4 (Low) | Shall mean cosmetic Errors or minor suggestions that have no impact on usage and business Documentation, general information request, enhancement etc |
Service Support and Service Level
The following Service levels will be maintained by TCS for Eneruni Support Response:
| Parameter | Definition | Standard |
|---|---|---|
| Timing for reporting Error / Incident | This is the duration during which Support help desk can be contacted through the email support@eneruni.io. | 24 x 7 days (Monday to Sunday) including Indian Holidays. |
| Standard Response Time for incident | Response Time is provided as typical initial response times in business hours to support requests | Sev1 - Less than 1 business hour Sev2 - Less than 4 business hours Sev3 - Less than 8 business hours Sev4 - Less than 2 business days |
| Email Acknowledgement (from receipt time) | This specifies the timeframe within which the support personnel will acknowledge any email from customer SPOC | Less than 1 business hour |
Contact Us
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