Support |
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Lakshya offers its customers a comprehensive range of customer support and service offerings. We have a highly experienced team of support and service engineers that enables us to provide a broad spectrum of Enterprise Support Services with our annual subscription 24/7 global support services.
In addition, we offer project-oriented consulting, training and other services, which our customers purchase on an as-needed basis. More Information
Lakshya solution adopts an open source business model that provides customers the flexibility of a subscription service with enterprise ready CSQL products. The subscription model allows customers to only pay for the product support and services for the time they use the product versus a more legacy license approach to software purchases. |
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Support Categories |
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Basic - this is the most economical option available for support to CSQL installation. It allows the organization to reach out to the CSQL PS team for higher level support services when the need arises. |
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Silver - is the ideal choice for medium size applications on the CSQL Platform and ensures optimum response levels from the PS team. |
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Gold -is the ideal choice for development purpose and for organizations which are running mission critical applications. It provides unlimited support calls from the CSQL PS team. |
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Customized Support - is the highest denomination of support available for CSQL. It is customized with the presence of a dedicated off-shore support engineer who is focused on the CSQL deployment and support at the client organization and provide updates on weekly status calls. It allows for the ultimate in support where the organization is allowed to nominate a person who will take part in the CSQL design meetings and their feedback will be taken into consideration for future enhancements to CSQL. It provides emergency patch releases and feature enhancements. | |
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Pricing (/Server/Year) |
| Product |
Basic |
Silver |
Gold |
| CSQL Embedded |
50 $ |
500 $ |
1000 $ |
| CSQL MMDB |
500 $ |
2500 $ |
7500 $ |
| CSQL Cache |
2500 $ |
5000 $ |
7500 $ |
| CSQL Replicator (Add-on) |
1000 $ |
5000 $ |
7500 $ | |
CSQL Enterprise with silver level subscription is free for Charity and Educational organizations. Contact sales@csqldb.com for buying best support option as per your service level requirement and for volume discounts.
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Support Delivery |
| Deliverables |
Basic |
Silver |
Gold |
| SLA |
N |
Limited |
Full |
| Tickets |
5 / year |
25 / year |
Unlimited |
| Contacts (email) |
1 |
Unlimited |
Unlimited |
| Support centre access (phone / chat) |
No |
25 /year |
Unlimited |
| Web based case management |
Y |
Y |
Y |
| Forum access |
Y |
Y |
Y |
| Online software updates / patches |
Y |
Y |
Y |
| Remote login support |
N |
N |
Y |
| Bug Escalation |
N |
2 / year |
10 / year |
| Emergency Patch Releases |
N |
N |
Y |
| Feature Requests |
N |
N |
N |
| 24X7 Support |
N |
N |
Y | |
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Response Table – Gold support |
| Problem Severity |
Service Availability
(Timings – IST) |
Specialist Response |
Mode of Response |
Fault Neutralization |
| Fatal |
24 X 7 |
Response within 30 minutes |
Conf-call, Tele-call, |
Within 4 hours |
| Critical |
Mon – Fri
10:00 AM – 1:00 PM
2:00 PM – 7:00 PM |
Within 2 hours |
Conf-call, Tele-call |
Within 24 hours |
| Major |
Mon – Fri
10:00 AM – 1:00 PM
2:00 PM – 7:00 PM |
Within 1 working day |
Conf-call, Tele-call |
Within next 2 working days |
| Minor |
Mon – Fri
10:00 AM – 1:00 PM
2:00 PM – 7:00 PM |
Within 2 working days |
Email |
Within 1 working week | |
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Response Table – Silver support |
| Problem Severity |
Service Availability
(Timings – IST) |
Specialist Response |
Mode of Response |
Fault Neutralization |
| Fatal |
Mon – Fri
10:00 AM – 1:00 PM
2:00 PM – 7:00 PM |
Within 1 working day |
Conf-call, Tele-call, |
Within 1 working day |
| Critical |
Mon – Fri
10:00 AM – 1:00 PM
2:00 PM – 7:00 PM |
Within 2 working days |
Conf-call, Tele-call |
Within 2 working days |
| Major |
Mon – Fri
10:00 AM – 1:00 PM
2:00 PM – 7:00 PM |
Within 3 working days |
Email |
Within 1 working week |
| Minor |
Mon – Fri
10:00 AM – 1:00 PM
2:00 PM – 7:00 PM |
Within 1 working week |
Email |
With next release of patch/upgrade | |
The Response time frames are applicable only if the client has registered for a ticket in relation to the issue they are reporting. For all correspondences they have to use the Unique Ticket ID that has been assigned to the issue at hand. |
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Severity Definitions |
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Support issues may be submitted either online or via telephone. To ensure that we treat your issue with the appropriate level of significance, when raising an issue, you are responsible to accurately assign a severity level based on the following definition |
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Fatal -Your business is stopped or so severely impacted that you cannot continue your operations. |
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Critical - Important features are unavailable with no workaround. Operations continue in a restricted fashion causing high impact to your business. |
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Major -The impact is an inconvenience, which can be solved by workaround but impact your business. |
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Minor -Question/Clarifications about product use or implementation. There is no impact on your business. | |
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