Software Support Service Level Agreement
- Introduction. This Service Level Agreement (SLA) outlines the terms and conditions for the support services provided by OmniPayments for its licensed software products. This agreement applies to customers who have purchased an annual support contract.
2. Scope of Support Services.
OmniPayments provides comprehensive support services to ensure the reliability, performance, and security of its software. The support service includes:
- Technical Assistance: Troubleshooting and resolution of software-related issues.
- Bug Fixing.
- Software Updates & Patches: Access to regular updates, and security patches.
- 24/7 support line.
3. Identification and Incident Report.
All incidents should be reported to support@omnipayments.com. While some customers may have access to an OmniPayments WhatsApp group as an initial contact channel, it is strongly recommended to provide detailed information about the incident by email.
- Confirmation of Incident Receipt: Customers should receive acknowledgment of their incident report within 5-10 minutes.
- Incident Analysis and Escalation: Once the report is received, the Support Team will analyze the incident based on the details provided and inform the customer if escalation is required.
- Documentation: The Support Team member receiving the incident must immediately email the following information:
If the initial report lacks sufficient details, the request will be opened and returned to the customer for additional information before the incident can be processed.
The OmniPayments Support Team will review the submitted information and reply with the assigned Incident ID number within 15 minutes of receipt.
- Critical and High-Impact Incidents: For high-impact incidents, OmniPayments will automatically invite the customer to join a Google Meet or Webex session for real-time collaboration.
- Medium and Low-Impact Incidents: For incidents deemed low-impact, the normal resolution process will continue without a live meeting.
4. Service Availability & Response Time.
OmniPayments provides 24/7 support through multiple channels: email, phone, WhatsApp, or any channel agreed with the customer. The service levels are as follows:
| Severity Level | Description | Initial Response Time | Resolution Time* |
|---|---|---|---|
| Critical (L1) | System down, major disruption to business operations | 2 hours | Continuous effort until resolution |
| High (L2) | Major functionality impacted, no workaround available | 4 hours | Within 24 hours |
| Medium (L3) | Minor issue with workaround available | 1 business day | Within 5 business days |
| Low (L4) | General inquiries, documentation requests | 2 business days | As agreed upon |
5. Support Hours.
OmniPayments provides support services during the following hours:
- Standard Support: Monday–Friday, 8:00 AM to 6:00 PM (Customer’s Local Time Zone)
- 24/7 Emergency Support: Available for L1 issues affecting critical operations
6. Customer Responsibilities.
To ensure effective support, customers are required to:
- Maintain an active support contract.
- Provide detailed information when reporting issues, including logs and error messages.
- Designate trained personnel to communicate with OmniPayments support.
- Apply recommended updates and patches in a timely manner.
7. Exclusions.
This SLA does not cover:
- Issues caused by third-party software or hardware not certified by OmniPayments.
- Custom development or enhancements beyond standard software functionality.
- Training services (available as a separate offering).
- Incidents due to improper configuration by the customer.
8. Escalation Process.
If an issue is not resolved within the expected timeframe, customers may escalate through the following channels:
Primary Support Contract
- Support Team L1 Manager – Neham Aggarwal
- Email: Neham@omnipayments.com
- Mobile Phone: + 91 8070068000
Support Manager
- Support Team L2 Manager – Sachin Aher
- Email: Sachin@omnipayments.com
- Mobile Phone: +1 (669) 588 9832
Executive Escalation
- VP of Product Delivery – Vineet Bansal
- Email: vineet@omnipayments.com
- Mobile Phone: +91 9915070911
