Gofrugal Product Maintenance Support Agreement

  1. Governing Rules
    1. PRODUCT MAINTENANCE SUPPORT is covered for all valid ALR customer. ALR expires at the end of one year from the date of purchase of license and there on renewing the ALR before the expiry date.
    2. Gofrugal Technologies provides email, digital, voice ticket and paid phone support through myGoFrugal app tickets, Live chat and product updates for a period of one year from the date of purchase of ALR
    3. Gofrugal Technologies specifically excludes phone and remote support services to the customers who are covered under the Standard Annual License Renewal. These Customers can purchase pre-paid phone and remote support add-on packages. Click here for pricing of prepaid packages.
    4. Product edition upgrade to the licensed Software will be provided only upon payment of upgrade License Fee in accordance with Gofrugal Technologies then current pricing policy. Click here to know about the current pricing policy
    5. Gofrugal shall support CUSTOMER to improve performance, frequent failures and general working of the system relating to Gofrugal software only. 
    6. Gofrugal shall not be liable for service or support for problems arising out of the computer hardware, OS, other softwares, accessories like Printers,Scanners, UPS,Stabilizers and others not related to Gofrugal software provided for the purpose mentioned in this agreement.
    7. PRODUCT MAINTENANCE SUPPORT does not imply guaranteeing 100% trouble free running of Gofrugal product all the time.
    8. Gofrugal shall fix problems of the product, by way of patches and service packs free of cost during the period of PRODUCT MAINTENANCE SUPPORT.
    9. All the support services mentioned as part of PRODUCT MAINTENANCE SUPPORT shall be carried out by the support executives through myGOFRUGAL and product Push notifications to the CUSTOMER depending on the nature of the problem. This does not cover direct visits. Direct visits can be carried out depends on the intensity of the problems which will be decided by the training team but on commercials.
    10. Installation of Gofrugal products does not entitle automatic support. Explicit purchase of ALR is needed for the continuous Product maintenance support.
  2. Definitions
    1. Acknowledgment means a response through myGOFRUGAL app notifications to the problem reported by the Licensee.
    2. Business Hours means that Gofrugal Technologies provides maintenance from Monday through Saturday between 9:00 am to 6:00 pm excluding any Gofrugal Technologies specified list of public holidays.
    3. Customer Patches means fixes to S1 Problems, which do not have any acceptable workaround, will be provided as Customer Patches and these patches will be further rolled into one of the subsequent Service Packs.
    4. Defect means a condition in the Gofrugal Technologies Program(s) that causes the Gofrugal Technologies Program(s) to materially fail to conform to the Documentation.
    5. Problem Determination means the isolation of a Problem either as a Defect or a problem of another nature with the System.
    6. Problem means a condition reported to / identified by Gofrugal Technologies in which the System is not functioning in material conformance with the Documentation.
    7. Resolution means the provision of a permanent solution (i.e., a fix) to a Defect.
    8. Restoration means the return of the Gofrugal Technologies Program(s) to an operating condition with a workaround.
    9. Service Pack means the cumulative collection of all workarounds, patches and bug fixes, since the previous release.
    10. System means the combination of the Gofrugal Technologies Program(s) with the hardware interfaces and Third Party software prescribed in the Documentation accompanying the Gofrugal Technologies Program(s).
    11. Workaround means a provision that will enable the Gofrugal Technologies Program(s) to function without the reported Problem.
  3. Severity Levels
    1. Severity 1 (S1): Licensee Application Program doesn't function and the defect has significant effect on the revenues or business operations of the Licensee and such Defect:-
      • Causes the application to crash
      • Causes irretrievable data loss
      • Causes major portions of the component to become unusable.
    2. Severity 2 (S2): The Defect causes a major portion of the System to be unusable or very difficult to use, but reasonable workaround exists.
    3. Severity 3 (S3): The Defect causes some portion of the System not to work, resulting in some noticeable deficiency or difficulty, but still allowing the System to be used.
  4. Maintenance & Support Entitlement:

    1) Annual License Renewal Models

    1. (a) Standard Annual License Renewal
      Customer availing Standard Annual license renewal can enjoy periodic product updates, access to myGofrugal ticketing, Live chat support and help videos 
    2. (b) Premium Annual License Renewal
      Customers availing Premium renewal services are entitled to all the benefits of Standard renewal. In addition they can enjoy Phone and Remote support service, Customer Success calls and Field visits depending upon their Gofrugal Software's edition. Click here to know more about Premium Annual license Renewal details 
      2) Support entitlement 
    1. (a) myGOFRUGAL app Support

      myGOFRUGAL is mandatory to avail support. Record complaints by raising a ticket and track it till resolution. Rate experience, happiness on every support ticket ensuring the best service every time, on time.

    2. (b) Live Chat support

      Use the Chat support from Gofrugal website, myGOFRUGAL app and directly from Gofrugal product to reach Assure Care experts and report the issues via text, screenshot & voice message . Every engagement through Live chat can be rated by the customer to ensure best service is delivered everytime, on time

    3. (C) Prepaid Phone & Remote support add-on
      • Voice plus remote support add-on is a pre-paid service
      • Only customers who buy voice plus remote support add-on package are eligible for voice support and remote support. You can buy additional 'Pre-paid voice plus remote support add on package' from your myGOFRUGAL app
      • Total support timing will be the duration of the phone call plus time spent in remote support. If there is any overlap in phone call and remote support, the overlap time is deducted
      • You are requested to share your feedback every single time you are charged for voice plus remote support. If you do not agree with the duration for which you are charged, please raise the issue in myGOFRUGAL app
      • Gofrugal will not charge any time for you if the support arises out of Gofrugal product issue or any service deficiency
      • Gofrugal recommends a Single point of contact from your end to reach Gofrugal Assure Care and this, only a maximum of 3 Phone numbers from a business outlet will be allowed to make an incoming call and contact for Assure care services. You can always update the phone numbers from your myGOFRUGAL app
      • There is no expiry to the prepaid voice plus remote support add on package purchased, it is valid forever with a valid ALR. There is no refund for the package purchased
      • If the service duration exceeds the remaining time (hours / minutes) balance you have, we will continue to provide support for that particular ticket/engagement and the exceeded duration will be taken as a negative balance and the same will be adjusted when you purchase the next 'Pre-paid Phone plus Remote support add on package'
    4. (d) Patch Updates

      Regular notifications on new patch releases and new releases.
      Self Installation of patches and updates.

    5. 3. Service Timeframe*
      6. Severity Level Acknowledgement Problem Determination RestorationDefect ResolutionRemarks
      S1Same Business Day1 Business Days3 Business DaysWill make all attempts, commit full-time resources during business hours to resolve the defect. The Resolution Timeframe is determined in consultation with the LicenseeFixes to the S1 Problems, which do not have any acceptable workaround, will be provided as Customer Patches
      S2Same Business Day2 Business Days3 Business DaysThe Resolution Timeframe will be notified to Licensee as Assure time 
      S3Same Business Day3 Business Days3 Business DaysThe Resolution Timeframe will be notified to Licensee as Assure time 

      Business days for Problem determination is calculated after acknowledgement
      Business days for Restoration is calculated after Problem Determination
      Assure time is calculated based on the impact of the defect and notified to the license beforehand


  5. Licensee's Responsibilities in Problem Determination
    1. (i) Providing all relevant technical information while reporting the problem
    2. (ii) Providing the necessary resources required by Gofrugal Technologies to diagnose the Problem in an efficient manner
    3. (iii) Any sort of data loss by any reasons will not be responsibility of Gofrugal Technologies.
    4. (iv) Non-working of Gofrugal products due to any changes in Hardware configuration without prior information will not be the responsibility of Gofrugal Technologies.
    5. (v) Loss or corruption of data due to viruses or for any other reasons including hardware related issues will not be the responsibility of Gofrugal Technologies.
    6. (vi) Wrong report generation due to error in data entries will not be the responsibility of Gofrugal Technologies
    7. (vii) Hardware related problems will not be the responsibility of Gofrugal Technologies
  6. NOTE:
    Gofrugal software IS PROVIDED "AS IS"TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, IN NO EVENT SHALL GOFRUGAL OR ITS SUPPLIERS OR ITS DISTRIBUTORS BE LIABLE FOR ANY SPECIAL, INCIDENTAL, INDIRECT, OR CONSEQUENTIAL DAMAGES WHATSOEVER (INCLUDING, WITHOUT LIMITATION, DAMAGES FOR LOSS OF BUSINESS PROFITS, BUSINESS INTERRUPTION, LOSS OF BUSINESS INFORMATION, OR ANY OTHER PECUNIARY LOSS) ARISING OUT OF THE USE OF OR INABILITY TO USE GOFRUGAL software OR THE FAILURE TO PROVIDE SUPPORT SERVICES, EVEN IF GOFRUGAL HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. IN ANY CASE, GOFRUGAL'S ENTIRE LIABILITY UNDER ANY PROVISION OF THIS AGREEMENT SHALL BE LIMITED TO THE GREATER OF THE AMOUNT ACTUALLY PAID BY YOU FOR THE SOFTWARE PRODUCT OR INR 100/-.

GOFRUGAL FURTHER DISCLAIMS ALL WARRANTIES, EXPRESS AND IMPLIED, INCLUDING WITHOUT LIMITATION, ANY IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE.



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