General definitions of application support levels at E-MIND SOLUTIONS are as follows:

Level- I Support activities:

• Problem ticket and management                     

• Automated password reset

• Self-help interface

• Dispatch

• Common problem resolution

• Escalation

• Closure

• Reporting

Level- II Support activities:

• Application Call Management                          

• End User Support

• Production Processing Support

• Database Processing Support

• Database & Application Monitoring

• Critical Business Period Support

• Corrective Maintenance

Level- III Support activities:

• Bug Fixing

• Enhancements

• Testing & User Acceptance

• Release Management

• Roll out Support

• Implementation Management

Level- I & Level- II would be on-site activities while Level- III would be primarily an offshore activity.

Issues Onsite / Offshore Offshore Onsite
Migration Inventory assessment Impact Analysis Conversion & Testing Rollout
Helpdesk Call Management,
Call Logging,
Call Screening,
Call Tracking
Call Analysis, Performance to SLA, Identification of training needs Back End Services, Standby Support, Account Management Front End Services (Level I services)
Production monitoring and support Problem resolution,

Corrective Maintenance,

Preventive Maintenance
Application account Maintenance, Scheduling, Processing of batch jobs Monitoring, Bug Fixing, Testing, Issue Escalation Critical Business production support, Production environment compliance, User acceptance
Legacy retirement Discussions with support team and Business users,

Streamline the portfolio
Prioritize applications, Remove, Replace, Consolidate Develop plans Execute requirements Replace functionality with new systems
Product Upgrades Document customization Identify & baseline new version Prepare test plans Merge customization & baseline Release upgrade kit UAT & sign-off Implementation Documentation , User training (if needed)
Database Performance enhancement Analyze the H/W resources,

Analyze server settings,

Analyze the indices
Study data distribution Collect information on data volume Optimize indices Redesign queries, I/O optimization Document findings Suggest regular maintenance plan

Transition Time Line
Typical time lines for each phase are as shown:

Activity Duration
Project Initiation 1 week
Initial transition (this includes Understanding, Observation, Analysis) 1 week
Project Initiation 2 – 4 weeks
Parallel Support 4 – 6 weeks
Offshore Support On going

E-MIND SOLUTIONS can achieve steady state in 8 – 10 weeks from the date of signing the contract. However, exact time lines will depend on individual applications and customer situations

E-MIND SOLUTIONS Maintenance Team

As the project progresses there would be a linear increase in the responsibilities of the E-MIND SOLUTIONS professionals

Logging the defects and assigning priorities:

Each defect reported on the production system will be logged using the Defect tracking tool. The number generated by the tool will be used for tracking the defect throughout its life cycle.
Defects reported during the acceptance test for a release will be logged in the Defect tracking Tool
Defects will be analyzed and discussed between the Client and E-MIND SOLUTIONS team, if required, to ensure common understanding before estimation. Client will assign priorities based on the business needs before or after the estimation.
E-MIND SOLUTIONS shall maintain the logs of all the calls made.

Estimation of efforts:
Each defect reported on the production system will be estimated for the effort and cost. The estimated effort and cost will be logged in the Defect tracking tool and communicated to customer via e-mail. The work will commence upon approval by the Client Within 24 hours after the E-MIND SOLUTIONS receives a new request, E-MIND SOLUTIONS shall provide a timeframe when the final estimate can be delivered.
The defects reported during the acceptance of a release will also be estimated. But the work on these defects reported will not require Client’s prior approval. Client and E-MIND SOLUTIONS may agree to defer the work on certain defect for the next release or may agree not to work on certain defects during the acceptance testing.

Turn around time: Turn around time defines the time in which a solution and work around will be provided to Client.
Client and E-MIND SOLUTIONS agree to following turn around time based on the severity of the defects reported:
As a general guideline, priority of support will be determined by problem severity/priority. In the case where multiple problems are logged with the same severity, problems will be worked in the order of occurrence (date/time) unless otherwise directed by client management.

Severity Level Severity Description Response Time Status Update/Escalation point
Critical (Level 1) This level of Severity implies that the system is not functioning. Some examples of Critical Errors are as follows:

· Production/Live system is down and staffs are unable to bring it up.

· Software in a Production System is not able to communicate with external system, processing is halted and there is no Workaround.

· Client, users are unable to use a Software function or module that is affecting Client’s, ability to operate a key business function and there is no Workaround.

· Corruption of Data in a Production/Live system causing business to stop and there is no Workaround resulting in serious impact on the business and on Client Systems Project’s image.

· Corruption of Data in a Production/Live system causing inaccurate reporting.
Immediate access to E-MIND SOLUTIONS’s

onsite support personnel and contact Kolkata Project Manager

Response within 2 hour from onsite support personnel of E-MIND SOLUTIONS

or Kolkata Project Manager to inform the plan and estimated effort. Work commences immediately.
Project documents, help files and other collaterals may be updated later.

Work commences immediately.

Project documents, help files and other collaterals may be updated later.
No less than every 4 hours.

Work continues till the solution or work around is found.
High (Level 2) This level of Severity implies that the system is running but the users are unable to use major portions of the system. Examples are:

· Intermittent Error in a production or live System with no workaround.

Client’s users are unable to use large portions of the system, which are not affecting key business functions, and there is no workaround.
Immediate access to E-MIND SOLUTIONS ’s onsite support personnel and contact Kolkata Project Manager.

A response within 4 hours to let Client know plans and estimated timeframe for dealing with the defect.

Commitment by onsite support personnel to treat the problem with a high level of urgency and to provide workaround solutions for the affected portion of the system.

Project documents, help files and other collaterals may be updated later.
Not less than 8 Hours

Work continues till the solution or work around is found.
Medium (Level 3) This level of Severity implies that the system is operating close to normal, that a non-critical Error has been detected, but the Error is not affecting the user’s ability to use Client Systems Project and provide service within Client or to Client’s customers. Examples are:

· Any priority Critical or High Error with an acceptable Workaround will be demoted to a Medium error.

· Intermittent Errors happening in other than Production/Live system.
Response within 24 hours from E-MIND SOLUTIONS onsite support personnel or Kolkata team to inform about the plan of action. Weekly updates

Typically, this level of Error will be fixed in the next scheduled maintenance release.

A temporary fix for Medium Errors may be provided only after agreement between Client and E-MIND SOLUTIONS
Low (Level 4) This level of Severity includes purely cosmetic Errors and documentation anomalies. Reasonable degree of attention to the problem and mechanism for either patching the system or deferring patch until next system release. Weekly update

Solution will be delivered in Scheduled Monthly Releases.