Support & Upgrade Policy

This section describes the overall support policy of GoDB Tech. Support is provided for the GoDB Product being purchased by Partner/Customer (Hereinafter referred to as “Customer”). 1. Product Support 1.1 Classification Broadly, Support is required for the following events Upgrades (Major releases) for the GoDB Product. Updates (Minor releases, small feature additions) for the GoDB Product. Patches / Bug fixes for the GoDB Product. Incidents from the Customer on GoDB Product Please note that Upgrades/ Updates / Patches will not be considered as Incident. From time to time GoDB Tech would analyze customer / market needs and create new versions, which would be classified as Upgrades or Updates, left at the discretion of GoDB Tech. GoDB Product means products like GoDB VM, GoDB Sync Server and G-studio. Each of the above support requirements cost effort and time for GoDB Tech. Depending on the Product Life Cycle, these support needs would be addressed and covered in different ways. 1.2 Stage-wise Cover Stage wise cover for ‘support needs’ is clearly shown by the below matrix (in the order of time): Stage Duration Type of Event Upgrades Updates Patches Incidents Evaluation 1 month – NA – – NA – – NA – – NA – Purchase / Delivery – NA – License Cost includes any available upgrades till Warranty expiry License Cost includes any available Updates. Validity is till ONE year from Delivery License Cost includes any available Patches. Validity is till ONE year from Delivery License cost includes a bundle of 5 incidents, valid until Warranty expiry Warranty 1 month Extended Warranty 11 months Special Upgrade Fee (determined at the time of the Version release) is applicable additionally. Incident bundles (5 incidents) need to be bought additionally. Validity is for 6 months from purchase of the incident bundle. Beyond Extended Warranty If no AMC signed Latest version is to be purchased at its Full License cost. If AMC signed, then 1 year Special Upgrade Fee (determined at the time of the Version release) is applicable additionally. AMC cost includes any available Updates. AMC cost includes any available Patches. AMC is Annual Maintenance Contract for the GoDB Product, which is a cost commitment from the customer / partner so as to receive any support post warranty. If an update or patch addresses a bug in the GoDB Product, it would be provided free of cost (if covered by License Cost or AMC, as applicable). GoDB Tech does not change product release policy according to customer needs, however a custom development/extension exercise can be performed according to customer’s business case. GoDB Tech reserves the right to decide on the Custom Development exercise based on then available resources. The above stages are explained in detail in the below subsections 1.2.1 Warranty This is the cover for GoDB Product during the Warranty stage. Upgrades, Updates & Patches Scope is confined to Upgrades, Updates & Patches (if any) in the GoDB Product purchased. Validity is 1 month after delivery of the GoDB Product. Costing is covered by the GoDB Product License cost. Incidents Scope is confined to Technical Queries in the GoDB Product purchased. Validity is for a period of 1 month after delivery of the GoDB Product. Costing is covered by the GoDB Product License cost for a maximum of 5 incidents within the validity period. If either the incident balance is exhausted or the validity period elapses, new incident bundles need to be purchased. Note: Cost for new incident bundles would be done at the then prevailing rates. 1.2.2 Extended Warranty This is the cover for GoDB Product after Warranty until 1 year from Purchase / Delivery. Upgrade Scope is confined to Upgrades (if any) in the GoDB Product purchased. Validity is 11 months after Warranty period for the GoDB Product purchased. Costing would be done as a Special Upgrade fee (additional) determined at the time of the Upgraded version’s release. Updates & Patches Scope is confined to Updates & Patches (if any) in the GoDB Product purchased. Validity is 11 months after Warranty period for the GoDB Product purchased. Costing is covered by the GoDB Product License cost, if it is addressed in a subsequent update or patch as per GoDB Tech’s product release plan. GoDB Tech does not change product release plan according to customer needs. Incidents Scope is confined to Technical Queries in the GoDB Product purchased. Validity is for a period of 6 months after delivery of the GoDB Product. Costing would be done per Incident Bundle, which needs to be purchased separately. Each Incident bundle would come with 5 incidents. Note: Cost for new incident bundles would be done at the then prevailing rates. 1.2.3 Beyond Extended Warranty This is the cover for GoDB Product after Extended Warranty period (above). Incidents Scope is confined to Technical Queries in the GoDB Product purchased. Validity is 6 months from purchase of the Incident Bundle. Costing would be done per Incident Bundle, which needs to be purchased separately. Each Incident bundle would come with 5 incidents. Note: Cost for new incident bundles would be done at the then prevailing rates. 1.2.3.1 If AMC is signed Upgrades Scope is confined to Upgrades (if any) in the GoDB Product purchased. Validity is 1 year from signing of AMC for the GoDB Product purchased earlier. Costing would be done as a Special Upgrade fee (additional) determined at the time of the Upgraded version’s release. Updates & Patches Scope is confined to Updates & Patches (if any) in the GoDB Product purchased. Validity is 1 year from signing of AMC for the GoDB Product purchased earlier. Costing is covered by the AMC cost (additional), if it is addressed in a subsequent update or patch as per GoDB Tech’s product release plan. GoDB Tech does not change product release plan according to customer needs. AMC (Annual Maintenance Contract) would be priced at 20% of the GoDB product purchased. The price is subject to annual revision and GoDB Tech reserves the rights to set the rates. If AMC is NOT signed Upgrades, Updates & Patches Scope is confined to Upgrades (if any) in the GoDB Product purchased. Validity is not applicable. Costing would be done at full License Cost (additional) of the Upgraded version. 2. Service Levels For any form of request received from the customer or its support team, GoDB Tech would respond within 1 business day. It is to be noted that the response time is not a commitment to resolution, but is only the time within which GoDB Tech will respond to the request. In case of the request requiring escalation to the Product Development team the support analyst will gather all the relevant information and escalate and assign a resource for the same. For example if a request is related to installation or troubleshooting, the same may be addressed immediately. But in case of a bug/ feature enhancement being requested, the need for development arises. GoDB Tech reserves the right to modify the severity level in case of the level being incorrectly categorized at the time of receiving the request. Requests received outside business hours will be considered as received on the next business day for purposes of response time commitment. 3. Terms & Conditions For a GoDB product, an online FAQ and documentation containing a list of installation and troubleshooting issues would be accessible 24 x 7. The customer’s support team is expected to try resolving the issue with the online material before approaching the GoDB Tech local support resource. If the issue cannot be resolved then also, it is forwarded to GoDB Tech’s SDC in Chennai, India. GoDB Tech’s Support Availability timings are Monday to Friday (excluding public holidays), 09:30 hr IST to 17:30 hrs IST, for technical support and issues with GoDB and implementation. GoDB Tech will ensure that its support services would coincide with the working hours of the customer for minimum of 2 hours. Queries raised beyond these working hours will be replied on the next working day of GoDB Tech. Incase of onsite support at any stage after warranty, traveling and lodging expenses are to be reimbursed by the customer. GoDB Tech can also be reached in the following yahoo messenger IDs: reachconsign@yahoo.com and reachconsign2@yahoo.com. In case of non-availability of Internet or critical complaints that need to be rectified immediately the designated persons from support team of the customer can contact GoDB Tech support team by phone in the following numbers +91 44 43997700 during business hours. Designated persons are Pre-Specified persons from the customers support team who have been trained by GoDB Tech on the GoDB Product / Solution. The Time & Material Rate are subject to annual revision and GoDB Tech reserves the rights to set the rates. Licenses are limited to the versions supported during the time of the agreement. These are mentioned in the Appendix at the end of this document. Any future / new products / upgrades are to be purchased separately. However updates and patches to the licenses purchased, are inclusive in the License cost as described in sub-section ‘Stage wise cover’ under the ‘Support Policy’ section GoDB Tech reserves the right to support GoDB product versions as per its internal product strategy. An advanced notice of 12 months would be provided to all customers in case GoDB stops support for a product being purchased. However if an AMC is being signed continuously (without breaks) an annual basis with the customer / partner, GoDB Tech could maintain the relevant product versions for the customer / partner. Supported Versions 1. GoDB Sync Server GoDB Sync Server Application servers supported Operating Systems supported Databases Supported J2EE version Orion, IBM WAS 5.1 or higher Win32, IBM AIX, Sun Solaris DB2, SQL Server Windows version IIS 5.0 Win32 Oracle, SQL Server 2. GoDB CAL The following versions of the Clients are supported – Linux /Embedded Linux, Windows Mobile / Pocket PC. 3. GoDB IDE (Gstudio) Operating systems for the IDE Gstudio on Windows XP based Operating systems. Target Platforms (for the devices) Only the following target platforms are supported – Linux/Embedded Linux, Windows Mobile / Pocket PC. Processor on the devices X86, ARM.