AgilizTech Support Desk Overview

AgilizTech Support Desk At AgilizTech, we don’t just complete a project, we open a relationship with customers And relationships are nurtured with trust, mutual respect and exceptional support. In our endeavor to serve you better, we have launched the AgilizTech Support Desk Proprietary Information

Coverage The AgilizTech Support Desk is committed to provide you quality and complete assistance for your needs. Contact us via mail to support@agiliztech.com or Log on to https://agiliztech.freshdesk.com We operate on a 8x5 clock. That is, we’ll be at your service Monday-Friday, from 9:30 am - 6:30 pm IST. For hosting services, we provide support for P1 issues - 24x7 Proprietary Information

Scope ENHANCEMENT REQUESTS SOLUTION DEFECTS INFORMATION The Support Desk undertakes resolution of the issue types mentioned in the Support Package Scope. This includes: SOLUTION DEFECTS Diagnosing and fixing defects Suggesting workarounds for defects where possible Facilitating access to hotfixes and releases ENHANCEMENT REQUESTS Recording enhancement requests Determining new feature viability Communicating release details INFORMATION General information Proprietary Information

Priority Matrix – Defects DESCRIPTIONS P1 Urgent Error renders program completely unusable or high operational risk. Example: Site down P2 High Error causing operational hindrance that affects moderate number of users. Workarounds are available, but program use is degraded. P3 Medium Error is an inconvenience or causes inconsistent behavior, which does not impede normal functioning. P4 Low Errors, related to the look and feel of the application. P2 High P1 Urgent P4 Low P3 Medium Impact Urgency Proprietary Information

SLA timelines for defects PRIORITY RESPONSE TARGET RESOLUTION P1 1 hr 6 hrs P2 4 hrs 1.5 business days P3 8 hrs 3 business days P4 12 hrs 5 business days Proprietary Information

Priority Matrix – Enhancement & Information DESCRIPTIONS P1 High Information or Enhancement that needs to be communicated/deployed immediately to resolve a critical, ‘must have’ need. P2 Medium The enhancement/information is ‘should have’. These are not as time critical as P1 items, but would improve user experience when deployed. P3 Low The enhancement/information is desirable but not time critical. P1 High P2 Medium P3 Low Proprietary Information

Level 2: Lead – Support Desk Escalation Matrix LEVEL 1: Request update on defect LEVEL 2: Request update on defect and / or escalate if no info from Level 1 LEVEL 3: Final level of escalation when no satisfactory information is available from other levels of escalation Level 1: Support Desk support@agiliztech.com Level 2: Lead – Support Desk Level 3: Manager Proprietary Information

VERIFICATION & CLOSURE How it works INITIATION Customer sends an email to support@agiliztech.com to report an issue. Or customer visits the AgilizTech Support Desk and raises a ticket. RESPONSE Support agent acknowledges the ticket and sends estimated timelines of resolution. ANALYSIS & RESOLUTION AgilizTech fixes defect/ provides workaround and tags ticket to release. Once customer approves estimates, develop, test & deploy new feature. Provides information. COMMUNICATION Timely communication on issue progress and resolution. VERIFICATION & CLOSURE Support agent verifies customer satisfaction with response, requests feedback and closes the ticket. Proprietary Information

How it works Customer Support Sales Sends mail / Raises Support Desk ticket Verifies solution & provides feedback Verifies solution & provides feedback Evaluates estimates & if approved Verifies new feature & provides feedback Support Analyzes and categorizes ticket Provides information to customer Provides fix details to customer & requests feedback Collects estimates internally & sends to customer Acknowledges approval and initiates enhancement process Informs about enhancement deployment Records bug in JIRA and assigns priority Records Enhancement need Sales Estimates the cost, time & efforts for enhancement development Proprietary Information

Proprietary Information FAQs Proprietary Information

Proprietary Information FAQs Q1 How do I contact the AgilizTech Support Desk? You can contact the AgilizTech Support Desk with an email to support@agiliztech.com. Or, you can raise a ticket on https://agiliztech.freshdesk.com Proprietary Information

Proprietary Information FAQs Q2 How do I raise a ticket on www.agiliztech.freshdesk.com? You can create a new ticket by using the New Ticket Feature. Here are the steps: 1. Click New Support Ticket. 2. Enter the email address, and type in the Subject Line. 3. Enter the issue description. You can also attach a file, for example, a screenshot to showcase the issue better. 4. Enter the Captcha code and complete verification. 5. Click Submit. Proprietary Information

Proprietary Information FAQs Q3 How do I check my ticket's status on www.agiliztech.freshdesk.com? You can check the ticket status from the AgilizTech Support Desk. Steps to be followed: 1. Log in to the AgilizTech Support Desk. 2. Click Check Ticket Status. The screen refreshes and shows all the tickets raised by you. 3. You can check the status in this screen by using the appropriate filters available - chronological and status-wise. Proprietary Information

Proprietary Information Definitions Proprietary Information

Proprietary Information Definitions Recipient of AgilizTech’s IT services. May or may not have subscribed to AgilizTech’s Support packages. Customer The Support services opted for by the client. There are two types of packages – Hosting and Application. Hosting – This is for customers who are using our hosting services via our proprietary resources or through third-party services, such as AWS, Azure, Mail server etc. Application – This is for customers who are using our application development services. Support Package Failure of the application to perform as expected. Bug Proprietary Information

Proprietary Information Definitions A new feature that’s requested by the customer. Enhancement may or may not be outside of scope. If outside of scope, it is treated as a change request and handled accordingly. Change requests may or may not be chargeable, depending upon the Support package clauses. Enhancement As decided in scope (Free support provided within the time period of 30-90 days from ‘go live’) Warranty Proprietary Information

Proprietary Information Contact us support@agiliztech.com Proprietary Information