Product Support Policy

Structured Support Framework for Reliable Facility Operations

eFACiLiTY® support provides a structured framework to ensure your facility and workplace operations remain responsive, well-supported, and consistently available.

By combining guided, AI-enabled assistance with defined human support processes, eFACiLiTY® enables users to access the right support when needed while maintaining clear ownership and accountability for resolution.

Support Coverage & Availability

eFACiLiTY® provides 24/7 access to its AI-enabled Operational Assistant, enabling users to get instant guidance on product usage, assist with common queries, and understand processes such as raising support requests.

Human support is delivered through a dedicated team during defined service hours:

• Monday to Friday, 10:00 AM – 6:00 PM IST

Support availability is aligned to these service windows, with all requests tracked and addressed based on defined response frameworks.

This model ensures continuous access to guidance, supported by structured, expert-led resolution when required.

Support Channels & Access

Customers can connect with the eFACiLiTY® support team through:

• Ticketing system
• Email
• Phone

All requests are logged and managed through a centralized system, ensuring each request is tracked, assigned, and handled with clear visibility throughout its lifecycle.

Requests are prioritized based on defined response frameworks, enabling consistent handling and alignment with support commitments.

Issue Prioritization & Response Framework

Support requests are categorized based on business impact to ensure the right level of response and attention.

Critical

Application failure, system unavailability, or data-related issues impacting business operations.

Medium

Functional issues where the system is not behaving as expected, affecting normal usage.

Low

General queries, “how-to” guidance, and documentation-related clarifications.

Response Timelines

• Critical: Within 4 hours
• Medium: Within 8–12 hours
• Low: Within 2 business days

This structured approach ensures that issues impacting business continuity are addressed with priority and urgency.

For critical issues, the focus is on restoring system usability at the earliest, including providing effective workarounds where required.

For other issues, resolution is handled collaboratively to ensure the concern is fully addressed.

Escalation & Governance

Issues are escalated through a defined structure to ensure timely attention and clear ownership:

• Level 1: Customer Success Lead
• Level 2: Support Manager
• Level 3: Portfolio Director

Escalation is initiated when issues require additional attention due to business impact, complexity, or extended resolution timelines.

This structured approach ensures appropriate intervention, faster decision-making, and consistent handling of critical situations.

Scope of Support & Service Boundaries

Standard Support Includes

• Troubleshooting and resolving application issues
• Functional and technical guidance on product usage
• Basic data support (such as data imports)
• User guidance on standard features and workflows
• Minor configuration adjustments within product capability
• Assistance with standard product updates and releases

Requests Managed Through Structured Change Processes

• New feature development beyond the agreed scope
• Significant workflow or functional changes
• New or modified integrations

Standard support continues to cover integrations delivered as part of the product.

Customization requirements are evaluated based on scope, ensuring both operational continuity and evolving business needs are addressed effectively.

Product Scope Clarity: Bug vs Enhancement

To ensure efficient handling of requests:

Product Bug

• Deviation from documented or agreed functionality
• System malfunction or unintended behaviour
• Errors affecting results, stability, or performance
• Issues within integrations where the root cause is identified within the application

Enhancement / Change Request

• New functionality beyond the original scope
• Changes driven by evolving business requirements
• UI/UX improvements or extended configurations

For integration-related scenarios, issues are analysed to identify the source of the problem.

Where the root cause lies within third-party systems or external dependencies, resolution is handled in coordination with the respective systems or vendors, and may be addressed outside standard support scope.

This distinction enables faster triaging and ensures requests are addressed through the right process.

Customer Responsibilities

Effective support is a collaborative process. Customers are expected to:

• Provide clear issue descriptions, screenshots, and error details
• Ensure required system access (application, server, VPN, or test environments)
• Nominate a point of contact for coordination
• Participate in validation and confirm resolution
• Coordinate with internal or third-party teams where dependencies exist

Timely availability of required inputs and access is essential for efficient issue resolution. Delays in providing necessary information or coordination may impact response and resolution timelines.

This helps accelerate diagnosis and ensures smoother resolution.

Version Support & Lifecycle

eFACiLiTY® supports both current and earlier versions of the product, ensuring continuity for existing deployments.

Customers are guided towards newer versions that provide improved performance, enhanced security, and expanded capabilities.

For updates critical to system stability or performance, upgrades are planned and implemented in coordination with customer teams to ensure a seamless transition.

This approach ensures systems remain secure, stable, and aligned with evolving operational and business requirements.

Deployment Independence

Support services are delivered consistently across:

• Cloud environments
• On-premise deployments

This ensures a uniform support experience regardless of infrastructure.