Service Level Agreement

Standard Support – 9 AM – 6 PM IST (Monday – Friday) Limited Support on Saturday & Sunday

Company can contractually promise Initial Response Time (IRT) since that is in the control of the company. For Resolution Times, company can give the best-effort time of 4-6 hours for most of the P1 issues. Company cannot contractually promise Resolution time since resolution time depends on the nature of the issue.

Standard Support
Priority 1
4 Business Hours
Priority 2
1 Business Day
Priority 3
2 Business Days

Priority 1: Business-critical. Available only for production systems; Represents a complete loss of service; a significant functionality that is completely unavailable; data loss; no workaround exists. This does not include installation issues or problems in staging environments.

Priority 2: Severe impact. Product inconsistency significantly decreases productivity; a workaround may be available.

Priority 3: Degraded operations. Product inconsistency slightly impairs productivity; a workaround may be available. Includes feature requests and cosmetic defects.


Escalations: In case of escalations, you are free to email below contacts.

* Customer Support Manager. – Shrikant Kinikar –

* Account Manager – Shivani Patil –

* Director Global Channels – Mr.Sachin Bansod –

As a leading financial institution, HDFC Mutual Funds relies on efficiency and integration for our operations. BusinessEzee Suite has transformed our workflow, offering seamless connectivity across departments. This powerful tool has optimized our processes, from sales and marketing to finance and operations. Its comprehensive features have enhanced our decision-making, enabling us to serve our clients better. BusinessEzee Suite truly empowers us to stay ahead in the dynamic financial landscape.

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