Smartly Designed Plans To Suit Your Business Demand
DIT offers multiple support plans for businesses who need a robust, fault-proof, and reliable ERP system to ensure that your business operates at maximum efficiency with minimum downtime. DIT ERP Support Plans offer access to highly responsive technical support, priority assistance, regular product updates and implementations, post-installation support, and more. Our flexible support plans are intelligently designed, so that you only pay for the services you need and the time we spend addressing your ERP issues, irrespective of the number of users or workstations you have.
Call Us Today to Discuss Your Support Needs and for Assistance in Choosing a Suitable Plan!
Additional Development and Migration
DIT ERP Support plans do not cover the additional
development and migration services. To know more about these services,
including their pricing details, get in touch with us here.
| Business Day | A weekday that is not a holiday. A business day is only counted for the business hours from 11:00 AM to 05:30 PM IST |
| Reportable Incidents |
Reportable incidents are defined as any faults,
issues, or failures of a software product in part or
in full, and that can be reproduced and verified,
unless they are
(a) caused by the use of the software product by the customer for purposes other than what they were explicitly intended for. (b) caused by the use of the software product in contravention of the proper usage guidelines supplied with the product. (c) not interfering with the functioning or use of the product. (d) caused by the modification of the product by the customer or a third party in a way that is not covered under the product usage agreement. (e) caused by the failure on part of the customer to install the updates, bug fixes,improvements, and other product modifications provided by DIT in a timely manner. |
| Error Correction | Any changes introduced by DIT to the customer’s software product or services in order to restore its full functionality and features, as described in the Specifications provided with the product. These changes eliminate the negative effects of any issues, flaws, faults, or errors that are observed in the customer’s product. |
| Severity 1 Error |
This is the state of highest severity of an issue
or problem faced by the customer, wherein the
customer’s mission-critical systems like production
server are down, and no immediate resolution is
available and
(a) a significant amount of customer’s mission-critical data is under the threat of either being permanently lost or corrupted. (b) customer’s products or services are suffering from a major downtime. (c) customer’s security systems have been breached, and a significant amount of valuable or sensitive data is being accessed or stolen. Issues that are excluded from Severity 1 Error are (1) client software issues or third-party software issues. (2) software products that have not completed the UAT, such as demonstration systems. Also, when the customer fails to provide the appropriate resource to assist with fixing the issue, the issue will be downgraded from Severity 1 level. |
| Severity 2 Error |
Severity 2 errors are characterized by
(a) the impairment of a major functionality or feature of a software product, while the product itself can continue to function, albeit in its impaired state, in a way that can significantly compromise the integrity of its long-term data. (b) the non-availability of any permanent solution for the issue, while a temporary fix is available. Issues in client software or third-party products will not be treated as Severity 2 Error by DIT. |
| Severity 3 Error | It refers to an error that has only impaired a non-critical functionality in a software in such a way that the software can continue to operate and serve its intended purpose, while some component(s) may be impaired. |
| Severity 4 Error | Issues that are minor in nature, such as errors in documentation, general usage questions, cosmetic issues, and so on. |
| Response Time | It’s the time taken by DIT to acknowledge the issue, assign a case reference number, and confirm the severity level of the issue. |
| Max hours of support | DIT provides support for the maximum number of hours as featured in the support plan chosen by the customer. Any additional support is available as per the discretion of DIT. |
Bonus Offering
Want Free Support? You can access the wealth of knowledge base and live assistance available on the DIT ERP Forum. DIT ERP Forum is an active community of developers, users, and enthusiasts who post issues, share solutions, and help others succeed. You can browse through the older posts to find effective solutions to the faults you are facing. Guess what! Access to DIT ERP Forum is free for everyone. Check out the DIT ERP Forum today.
FAQ
Does DIT offer free trial,
or free support?
DIT does not offer free trial. But yes,
we do offer a free support system through our forum. DIT ERP
Forum is a thriving community of members, where the users can
easily find the solutions to most of the issues they face with
the DIT’s products and services. When users cannot find
ready answers to their problems, they can register on the forum,
post their issue, and wait for the community members to help
them with their issue.
What is
dedicated support?
Dedicated support is the support services
offered directly by the DIT’s in-house team of ERP experts.
These services are provided for users who need a highly
responsive support system to address their support issues on
priority. The dedicated support services are provided to the
users as per the Service Level Agreements between them and
DIT, which can include telephone, email, and on-site
support.
Why
should I sign up for DIT Support Plans?
Signing up for a DIT Support Plan
ensures that you have a dedicated team of highly qualified
DIT ERP experts on standby to attend to any issues you face
with your ERP system. Our responsive and proficient technical
team will spring into action and work on resolving the issues
you face on priority. What’s more, unlike our competitors, we do
not charge you by the number of users, but by the number of
support hours you pre-order over a 12-month period. More
importantly, we provide rigid and reliable time-scales for the
responses and fixes you get from our support services.
What is
the quality of the support service offered by DIT?
DIT’s committed team of ERP experts
offer best-in-class support services that are second to none.
DIT Support Team is made of ERP experts that designed,
developed, and continue to maintain DIT ERP system.
Therefore, they have a thorough knowledge of the entire system
and can resolve on an expedited basis any issue or fault you
face with your system.
Can I
make the payment after I have used the support services?
Unfortunately no. We manage a lean and agile
team in order to offer you the best services at the lowest
possible prices. In order to maintain a capable team full of
talented individuals, we need to hire, train, and maintain the
quality of our ERP experts, all of which require significant
medium-term investments. We can make such investments only when
we have medium-term contracts to fund such investments. That’s
is why we require upfront payment from our clients.
What are
the highlights of your dedicated support?
Our dedicated support services deliver world-class ERP support services. Our services include:
- Priority support based on the severity level of the issue
- Direct access to dedicated ERP experts and support from them
- Response time guarantees
- General and technical assistance with general setup,configuration,usage, troubleshooting, and general questions
- Support for ERP system, including for updates, new releases, and multiple versions
- Maintenance support for all releases of the system
- Consulting assistance for new features, upgrades, patches, bug fixes, and more.
Do you
offer refunds if we cancel our plan a few months into the
service?
Unfortunately, no. We make sizeable
investments into acquiring, training, and maintaining the best
talent to provide you reliable support services. Hence, we
cannot refund your payments, once they have been made.
How to
renew my support plan after my 12 months of service are
completed?
DIT ERP Support plans are a subscription
agreement between you and DIT. The agreement will
automatically renew at the end of 12 months. So, you do not have
to sign up again. However, if you do wish to cancel your
subscription, you can always do that on the support dashboard.