Support Details

Support Timing

MACHNET shall provide support from 10:15 PM EST to 3:15 PM EST on all business days. For the purpose of this clause, Business days shall mean all days when banks are open for business in the USA. MACHNET shall provide limited support during weekends to attend to any of your transaction that can be released for processing during the weekend.

There shall not be dedicated support available during public holidays as per US calendar. MACHNET shall exercise commercially reasonable efforts to inform the COMPANY regarding any delay or disruption in support at all other times, at least two (2) days prior to such delay or disruption. However, MACHNET will respond to any critical issue that may be raised by the Client during such hours.

Issue severity Classification

Priority	Description	Response SLA
Urgent	Issues are categorized as critical when the service is inaccessible and/or a wide range of users and transactions(>50%) are being affected. These issues will generally need immediate fixing for the service to function.	Initial Contact: < 2 hours Resolution Update: 2 hours Management Escalation: Immediately.
High	Issues are categorized as High when the service is partially accessible but some of the components are non functional and are preventing normal operation. The issue is impacting significant number of users and transactions(>15%)	Initial Contact: < 4 hours Resolution Update: 4 hours Management Escalation: Immediately.
Medium	Issues are categorized as Medium if the issue is impacting individual users and if it does not impact normal operation. These could also be non-critical issues which have acceptable workarounds.	Initial Contact: 6 hours Resolution Update: 24 hours Management Escalation: Post SLA
Low	The low priority issues do not have any impact on the end user and will include Feature Requests, Queries and Non-Issues.	Initial Contact: 12 hours Resolution Update: 48 hours Management Escalation: Post SLA

Escalation Points

We endeavor to resolve all tickets raised within the timeline prescribed above. However, in any cases of delay, the escalation points shall be as follows:

1. First Escalation Point: If the ticket is not resolved within the timeline mentioned in the first response, COMPANY may escalate the ticket in the first instance via. email to [e-mail]

2. Second Escalation Point: Where the ticket is not resolved even after the first escalation, COMPANY may escalate the ticket to the next level via email at [e-mail].

Please note that emails sent directly to escalation points will not be entertained.