SUPPORT SERVICE DOCUMENT

BY
CedCommerce Inc.
 SERVICE LEVEL AGREEMENT (SLA)
FOR CEDCOMMERCE PRODUCTS AND SERVICES

CedCommerce aims to respond within 24 hours to new support requests generated and provide an
update at least every 48 hours for existing support requests, although we frequently respond much
faster. As we work with clients across many different time zones, we try to prioritize our support
requests, so that we can provide the best level of support to all our customers across several
continents. We take exceptional effort to provide support in accordance with our SLA, but cannot be
held responsible for delays caused by the Client or for reasons outside of controls.

Our Product Support SLA covers CedCommerce and extension exclusively and does not cover
support of any third party software.

STANDARD PRODUCT SUPPORT INCLUDES:

The Business Relationship Manager will be responsible for facilitating regular reviews of this
solution. Feature if the solution will be suggested and may be amended as required by the Owner,
provided mutual agreement is obtained from the primary stakeholders. The Document Owner will
incorporate all subsequent revisions and obtain mutual agreements/approvals as required.
● A Dedicated Account Manager will be assigned to you, who will dedicatedly look into your
store, suggest feature upgrade and promotional activities.
● CedCommerce will look into all the issues, if arise in the solution.
● Help regarding purchased CedCommerce extension with a valid license.
● Help in CedCommerce extension installation and configuration process.
● Will help by providing the documentation for product description and installation guide.
● We will also provide a video for the process and a demo session to the client.
● CedCommerce will Provide additional 5 Hours Of FREE customization for every month till the
support is valid.

STANDARD PRODUCT SUPPORT DOES NOT INCLUDE

● Support related to the non-CedCommerce extension.
● Support for custom scripts written by customers and used in CedCommerce s and extension.

BUSINESS HOURS AND RESPONSE TIME

Our Head Office is based in Lucknow, India and so our core business hours are Monday — Friday,
09:00 — 19:00 Indian Standard Time. Our Standard Product Support Service is closed during major
Indian Holidays.

HOW TO ACCESS A SUPPORT SERVICE?

CedCommerce provides instant Support service via skype chat system, or a customer who is
subscribed to CedCommerce support service can also send the query mail at
support@cedcommerce.com​.
In order to help us to investigate a reported problem and provide the solution as soon as possible,
please provide us as much relevant information as possible, such as:
name and version you are using etc. All information regarding the issue you are facing including log
files, steps to reproduce, screenshots, etc. Web browser used and its version number.
 TIME ACCOUNT
There may be times where you want a more flexible approach to support than those offered in our
Standard Product Support outlined above. In these circumstances, a Time Account may be more
appropriate. This is designed specifically to provide support for unplanned events, for which
CedCommerce can provide bug fixes​#,​ feature enhancements (As upgrade), configuration and
bespoke development​#​.

Please note that this service is not typically appropriate for significant project work, which would be
quoted for on a project by project basis; this service is valid only on the extension by CedCommerce.

SUPPORT RESPONSE TIMES

A response means that we answer your call or email request and acknowledge your issue, then
assign
the issue a Technical Support Case Ticket No. In some cases, we may need to obtain additional
information from you in order to resolve the issue.
Response times depend on the severity level of the issue. The support technician will determine you
problem's severity level based on guidelines listed below:
● During Business Hours (09:00 – 19:00 IST)
Calls and emails will be routed directly to the Technical Support Engineers on duty.
● 24X7 Support
Customers will get the 24X7 support on general queries and the CedCommerce s and extension
process and its flow if require assistance outside of normal Business Hours.

#​
As per the requirement for enhancement and bug-fixes (if any), the estimated time sheet will be provided as per the agreement time
allotted for the support process.
* ​
We hereby mention that the support service mention above which you will receive from us for the extension will be valid for 240
Hours.

Head Office Address:​ ​3/460, First Floor, Vishwas Khand, Gomti Nagar, Lucknow, Uttar Pradesh 226010.
Raise a Ticket at:​ https://support.cedcommerce.com (24x7)
Contact for Support:​ support@cedcommerce.com
Contact for Sales: s​ ales@cedcommerce.com
Contact for Marketing: ​marketing@cedcommerce.com
Contact On Cell: ​(+91) -7234976892 (FOR INDIA)
Toll-Free Number:​ 888-882-0953 (FOR USA)