We offer three paid support programs (Basic, Production and Premier) that include support services as well as upgrades and updates to our products.
Basic Support
Origami IT Lab’s Basic Support program provides software support services during business hours (10AM-6PM IST) along with upgrades and updates to the products. One month of Basic Support is included with initial product license purchase. 50 tickets annually.
SLA: 7-10 days*
Mode: Email
Price: USD. 135$
Production Support
Origami IT Lab’s Production Support program provides 24/7 software support services and fastest response times for critical issues. 50 tickets annually.
SLA: 3-4 days*
Mode: Email, Telephonic, Remote sessions
Price: USD. 270$
Premier Support
Origami IT Lab’s Premier Support provides high-touch exemplary IT support to our top-tier customers, through personalized and effective service executed through an account-dedicated Support Account Manager (SAM) who will assist you from the very beginning of the case until it is completely resolved. 50 tickets annually.
SLA: 1 day*
Mode: Email, Telephonic, Remote sessions
Price: USD. 470$
Onsite Support
This is totally on need basis.
To know more about pricing drop us a mail admin@origamiitlab.com
Support Terms
Single-Entity Coverage Terms and Conditions: This license agreement pertains solely to the purchasing entity and its use of the software. No coverage, rights, or licenses are extended to any other companies or entities within the group. Any utilization of the software by affiliated companies requires a separate and explicit licensing agreement. Violation of this single-entity coverage may result in termination of the license without recourse.
One Year Support Contract: The term of this Support Contract is for a period of one year from the date of commencement. The contract is subject to renewal upon its expiration.
**Renewal Terms:** This Support Contract is renewable annually. The cost of renewal will be subject to a 12% increase from the previous year’s fee, ensuring continued support and services without interruption.
Remote Support Only: The primary mode of support under this contract will be provided remotely. This includes, but is not limited to, email support, telephone assistance, and remote troubleshooting techniques. The goal is to offer prompt and efficient solutions to issues while minimizing downtime.
Additional Charges for Onsite Support: In instances where remote support cannot resolve an issue, and onsite support is deemed necessary, such support will be available at an additional charge. These charges will be communicated in advance and will cover the costs associated with travel, accommodation (if necessary), and the onsite service provided.
**Free Minor Build Upgrades and Bug & Patch Support:** Throughout the duration of this Support Contract, the entity covered will be eligible for free upgrades to minor builds, as well as support for bugs and patches. This ensures that the entity remains up-to-date with the latest improvements and security measures.
Upgrade to Major Build at a Differential Price: Upgrades to major builds of the covered entity will be available at a differential price, calculated based on the difference between the current contract value and the value of the new major build. This offer is valid only if the Support Contract has never expired or been suspended for a period exceeding six months. Maintaining an active Support Contract ensures eligibility for major build upgrades at these preferential rates.
Conditions: It is imperative that the Support Contract remains active and uninterrupted to avail of the differential pricing for major build upgrades. Any lapse in support coverage exceeding six months will result in the forfeiture of eligibility for these preferential upgrade rates.
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This document outlines the terms and conditions under which support services are offered. It is designed to provide clarity and ensure a mutual understanding of service expectations between the provider and the client.