Edchemy SAAS Support Policy
Edchemy is your trusted partner in helping customers succeed. We understand the institution ecosystem and its multiple stakeholders, and all the complexities that you face with the stakeholders. Edchemy support is with you throughout your entire journey along with the tools/service to help you maximize effectiveness. Our technical, product, and domain expertise will advise, guide, and support you in making the ERP implementation and usage a success. We firmly believe that your success is our success.
At Edchemy, we understand that providing timely support is an integral part of ERP success and hence have designed a robust support framework.
Support for institutions
An account manager will be assigned for each customer. The account manager will be your first point of contact to report issues, seek help or schedule trainings in your institution. Your account manager will also share the escalation matrix which you can use in the unlikely event of your issues not being resolved to your satisfaction.
Edchemy provides phone based support to all institution users – teachers, admins, accounts incharge etc. Institution users should first call their assigned account manager. If your account manager is not reachable, institution user can call the support number which will be shared when the customer is onboarded.
Institution users can also get support by writing to support@edchemy.com. Please note that institution users are advised to use the phone support to get support for critical and important issues. Email support can be used for low priority support.
The response times will be based on the following classification of the issue.
| Level | Definition | Example | Response times |
| Level 1 |
Critical Error. Any issue or error which results in production system being inoperative and customer's business operations being critically impacted and for which there is no workaround |
Site down/not reachable. |
Initial response: within 1 hour.
Edchemy responsibility: Our staff will be put on immediate notice and they will update the timeline for resolution.
Customer responsibility: Customer resource available to provide necessary diagnostic information.
|
| Level 2 |
Major functionality impact. Any issue or error which results in customer's production system being adversely affected such that although work can be done, productivity is compromised and end user's business operations are severely limited. Workaround or error correction required. |
Some functional feature not working at all. Inablity to complete a business use case. |
Initial response: within 4 hour.
Edchemy responsibility: Our staff will be put on immediate notice and they will update the timeline for resolution.
Customer responsibility: Customer resource available to provide necessary diagnostic information.
|
| Level 3 |
Issue has or will affect End User productivity. Any Issue or Error that involves partial loss of non-critical functionality. The problem impairs some operations but is acceptable to End User. Workaround may exist. |
Some feature not working but alternatives exists. |
Initial response: within 1 business day.
Edchemy responsibility: Our staff will be put on notice and they will update the timeline for resolution. Also suggest alternatives.
Customer responsibility: Customer resource available to provide necessary diagnostic information.
|
| Level 4 |
No End User business impact. |
General "How to", configuration, functionality, or "What if" questions. Information requests. Enhancement requests. |
Initial response: within 1-2 business days.
Edchemy responsibility: Account manager will help customer/provide timelines/steps for change requests.
Customer responsibility: Customer resource available to provide necessary diagnostic information.
|
Level 1 and Level 2 issues are attended to 24x7x365
Level 3 and Level 4 issues are attended to on business days 9 am to 6 pm
General support hours are between 9 am to 6 pm on all business days.
Exceptions
Edchemy shall not be obligated to provide support services in the following circumstances:
(1) Customer is not current in its payments
(2) the errors arise or result from
(a) Wrongful operations by the customer
(b) failures arising from any software, hardware or other related services provided by a party that is not Edchemy;
(c) accident, disaster, neglect, abuse, misuse, improper handling
Support for Students/Parents
• Support to end users is only by email. Students/parents may send their queries to support@edchemy.com. Students/parents are requested to specify to which institution they belong to and their Edchemy login id so that we can help faster.
• Support tickets are normally routed through the institution. The institution will forward the request to us if they need more help. OR in case where institution involvement is required, we will forward the request to the institution if parent has directly contacted us.
• The typical turn-around for response is 1 business day. Although we strive to respond to all queries within 24 hours, our actual response times may vary and we may take longer to respond to more advanced or technical queries.
• The institution is requested not to share the contact numbers of Edchemy personnel with the parent/student community. This will only hamper the institution side support reachability.