Support Service Policy

Effective Date: July 18, 2020
Last Updated: May 2, 2025

1. Purpose & Scope

This Support & Service Policy describes Visdum’s standard approach to customer support, incident management, and service requests. It is intended to provide transparency into how Visdum supports its customers and operates its support function.

This policy applies to:

  • Incidents affecting platform availability or critical business functions
  • Service requests related to existing configurations
  • Configuration changes and enhancement requests

This policy is provided for informational purposes only and does not constitute a Service Level Agreement (SLA). Contractual service levels, if applicable, are governed solely by the applicable Order Form and/or executed agreement.

2. Support Hours & Coverage

Standard Business Hours

  • Monday to Friday
  • 10:00 AM – 4:30 AM IST
Extended Coverage
  • 24×5 coverage for Priority 1 (Critical) and Priority 2 (High) issues
  • Weekend coverage for Priority 1 (Critical) issues

Coverage details for premium or customer-specific support arrangements may vary and are defined contractually.

3. Support Channels

Support requests may be initiated through one or more of the following channels, as agreed with the customer:

  • Email
  • Slack or Microsoft Teams (where enabled)
  • Other agreed collaboration tools

All support requests are tracked internally through Visdum’s ticketing system to ensure consistency, traceability, and timely resolution.

4. Information Required for Support Requests

To ensure accurate prioritization and timely resolution, customers may be asked to provide:

  • The business function impacted (e.g., payroll, approvals, computation, data sync, reporting)
  • The business deadline (date, time, and time zone)
  • Scope of impact (organization-wide, team-level, or individual users)
  • Brief description of business impact
  • Any workaround already attempted

Incomplete information may delay classification or resolution.

5. Priority Classification

Visdum classifies support requests based on business impact and urgency, not solely on technical severity.

Critical Business Functions

Critical functions include, but are not limited to:

  • Payroll processing
  • Approvals workflows
  • Commission computation or recomputation
  • E-signature execution
  • Data fetch, import, or synchronization
  • Report or statement export required for finance or payroll deadlines

Priority Levels

Priority 1 (P1) – Critical

  • A critical business function is blocked and
  • The customer’s business deadline is within 24 hours

Examples:
Payroll cutoff due today or tomorrow; approvals blocked for same-day processing; commission recompute required for immediate payroll; report export blocked for same-day close.

Priority 2 (P2) – High

  • A critical business function is blocked
  • Deadline is more than 24 hours away

Examples:
Payroll processing scheduled later in the week; data sync failures impacting upcoming cycles.

Priority 3 (P3) – Medium

  • No critical function is blocked
  • Request involves modification or enhancement of existing configuration

Examples:
Adjusting plan rules, thresholds, dashboards, or report layouts.

Priority 4 (P4) – Low / Project

  • No critical function is blocked
  • Request involves new configuration or setup

Examples:
Creating a new plan, introducing a new report, or configuring a new dashboard component.

Priority may be reclassified if business impact or urgency changes.

6. Target Response & Update Times

Visdum maintains internal service targets designed to support customer business continuity.

PriorityTarget                            Initial Response                                   Update Cadence
P1 – Critical                              Within 30 minutes                            At least every 60 minutes until mitigated
P2 – High                                  Within 1–2 hours                               Periodic updates until mitigated
P3 – Medium                            Within 1 business day.                      As appropriate
P4 – Low / Project                   Within 1 business day                       As agreed

7. Resolution & Workarounds

  • Workaround: A temporary solution that enables continuation of the business process
  • Resolution: A permanent fix deployed to production

Resolution timelines vary based on complexity, root cause, and release requirements.

8. Escalation

Visdum maintains an internal escalation framework for higher-priority issues:

  • Priority 1 and 2 issues may be escalated to senior engineering and product leadership as needed
  • Executive escalation is available for unresolved critical business-impacting incidents

9. Customer Responsibilities

Customers are responsible for:

  • Providing timely and accurate information
  • Ensuring appropriate user access and approvals
  • Responding promptly to requests for clarification or validation

Delays in customer response may impact resolution timelines.

10. Maintenance & Changes

Planned maintenance, upgrades, and non-emergency changes are communicated in advance where feasible and scheduled to minimize business disruption.

11. Policy Updates

Visdum may update this policy periodically to reflect operational improvements or changes. The latest version will always be available on the Visdum website.