This Maintenance and Support Policy applies to existing software customers who have purchased products or Services from Sankalp.Working hours
Sankalp's normal office hours are Monday-Saturday 9:00 AM to 6:30 PM IST (Indian Standard Time), excluding Indian public holidays.
Response time depends on problem, but normally it will be responded within one (1) business day of receipt. Sankalp will respond to technical support enquiries by email or telephone. When submitting a Call, an indication will be given as to how long it will be before a Sankalp support specialist can attend to your request.
Support is available by lodging a support request on the mail: firstname.lastname@example.org
or by Phone
(020) 41062300. Priority is given to our customers on maintenance. After that, priority is given to those calls logged via email. Sankalp reserves the right to limit each telephone call to half an hour and to limit each call to one incident, which is defined as a single support issue or question. Sankalp may also limit or terminate support service to a customer who uses the service in an irregular, excessive, abusive or fraudulent manner. Terms, conditions, support features, procedures, pricing and support availability are subject to change at any time without notice.
Service availability may occasionally deviate from stated hours due to downtime for systems and server maintenance and observed Indian public holidays. Sankalp cannot guarantee that you will not experience some delay in having one of our technical support consultants answer your query - as call volumes fluctuate so response time will also fluctuate.
Support Topic Limitations
Updates and Upgrades
Your Annual Maintenance agreement entitles you to any updates without charge, if such updates become available during the term of your subscription. Sankalp does not warrant that there will be any updates to Sankalp's software during the maintenance term. Upgrades to the latest version are not included under annual maintenance & are chargeable (at a discounted price). Any updates and / or upgrades will be available for download from our website only.
Maintenance and Support Terms
Maintenance and Support is provided and billed in 12 month increments. The initial Maintenance and Support Term begins from the initial purchase date and ends 12 months later. The Free initial Maintenance and Support Term is as per our current sales agreement. For subsequent Maintenance and Support Terms, you will be invoiced 14 days prior to the end of your current Maintenance Support Term, for Maintenance and Support fees at Sankalp Software's then current rates.
The Maintenance and Support agreement includes all operational and technical support and all updates during the Maintenance and Support Term. Upgrades are an additional charge.
The Maintenance and Support agreement excludes enhancements and site specific modifications outside the development schedule. Sankalp Software has the right to refuse support and / or maintenance to anyone we deem, on the basis of outstanding payments, being rude or swearing, or any other reason we feel violates the nature of our business. Sankalp also reserves the right to not renew support / maintenance agreements.
Calculation of Maintenance and Support Term Fees
The annual Maintenance and Support Fee is calculated at 20% of the total Retail price of the product, no matter when they were purchased.
Renewal and Payments
You will be automatically sent an invoice via email for the annual Maintenance and Support Term fee. Sankalp Software makes every effort to provide you with an invoice and notice of renewal 14 days prior to the end of each Maintenance and Support Term (anniversary date), however, it is your responsibility to note this date and to keep us informed of the email address of the primary contact for your business, so that we can reach you. If payment is not received within 14 days of the invoiced date, then it will be assumed that you do not wish to renew and your annual maintenance will be terminated and a reinstatement fee charged should you wish to resume the agreement.
Non-Maintenance Agreement Support
Sankalp Software will still offer support to customers not on a current Maintenance and Support Term agreement at the following charges: INR 2500/- per incident. Payment must be paid before any support is given. In the event that we cannot resolve your call, 50% of the fee will be refunded.