Support
Will BLACKbox provide support for configuration requirements?
For L1, a support ticket can be raised on the central Ticket Management System. The ticket will be allocated to the BCSP team of the regional implementation partner. For L2 support, the ticket can be escalated to STPL.
What is the AMC coverage provided by BLACKbox?
As a standard protocol, one year of AMC coverage is provided at the time of purchase. AMC includes the following services:
- L1 & L2 support for any ticket raised
- Automatic updation of software on the BLACKbox console and agent
How is customer support provided by BLACKbox?
Customer support and product updates are provided remotely.
What are the maintenance charges post one year of the inclusive AMC period?
There are three types of maintenance contracts:
- Standard Contract: 10% of the procurement cost of the product.
Remote support from 10 am to 6 pm on weekdays barring public holidays and Sundays. - Shift Contract: 20% of the procurement cost of the product.
Remote support from 10 am to 2 am on weekdays barring public holidays and Sundays. - 24X7 Contract: 30% of procurement cost of the product.
Remote support 24X7 for 365 days.
