# Support Details

**Support Timing**

Inyo 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. Inyo 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. Inyo 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, Inyo will respond to any critical issue that may be raised by the Client during such hours.

## **Issue severity Classification** <a href="#issue-severity-classification" id="issue-severity-classification"></a>

| 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.           | <p>Initial Contact: < 2 hours</p><p>Resolution Update: 2 hours</p><p>Management Escalation: Immediately.</p> |
| 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%) | <p>Initial Contact: < 4 hours</p><p>Resolution Update: 4 hours</p><p>Management Escalation: Immediately.</p> |
| 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.                                   | <p>Initial Contact: 6 hours</p><p>Resolution Update: 24 hours</p><p>Management Escalation: Post SLA</p>      |
| Low      | The low priority issues do not have any impact on the end user and will include Feature Requests, Queries and Non-Issues.                                                                                                            | <p>Initial Contact: 12 hours</p><p>Resolution Update: 48 hours</p><p>Management Escalation: Post SLA</p>     |

**Escalation Points**

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

1. **Escalation Point:** If the issue is not resolved within the timeline mentioned in the first response, COMPANY may escalate the ticket in the first instance via. email to <cslatam@gmtnorthamerica.com>.
