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| Pegasus Support Services
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Support Services
Comsoft is fully committed to provide "World class" maintenance support services to all its customers. The Service Level Agreement (SLA) is customized according to customer needs and requirements. The SLAs covering problem escalation procedures, response time and timely resolution are included in our maintenance contract.
Comsoft provides the proactive & normal maintenance support to all its customers using innovative Internet based support tools. This results in quicker problem resolution and contributes to high availability of application services.
Support Services Deliverables
The Comsoft Computer Consultants provides Problem Resolution and Technical Support for its software products through a Service Delivery process. In order to enhance Comsoft's ability to remotely and proactively respond to customer's service needs.
Comsoft will provide Gratis Support for Pegasus Cargo Management software for 60 calendar days. This support will commence from the date of installation of PCMS ERP software. After the gratis support period is over, further support will be provided through Annual Maintenance Contract. (AMC).
Annual Maintenance Contract
After the expiry of gratis support period, further customer support will be provided through Annual Maintenance Contract.
There are three types of software maintenance contracts.
1. Gold Maintenance Contract.
2. Silver Maintenance Contract.
3. Bronze Maintenance Contract.
Gold Maintenance Contract
The Gold maintenance contract offers customers 24 x 7 support coverage with two hours response time.
Silver Maintenance Contract
In Silver maintenance contract, the support services will be provided during normal business hours with response time of four hours.
Bronze Maintenance Contract
The Bronze maintenance contract will provide the support services during normal business hours with response time of eight hours.
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