AMC Support Services
Reliable Support. Predictable Performance. Zero Chaos.
Our Annual Maintenance Contract ensures your ERP runs smoothly with structured support, fast resolutions, and continuous improvements.
So, your operations never stop.
How to Get Support
We keep it simple and structured.
- Raise a Ticket: via our Helpdesk Portal
- Email Support: support@duocron.com
- Phone Support: available after ticket registration
- Emergency Support: 24/7 for critical issues only
Note: We only provide support through official channels to ensure tracking and accountability.
Support Hours
- Monday – Friday: 9:00 AM – 6:00 PM
- Saturday (Optional): 10:00 AM – 4:00 PM (additional cost)
- Holidays: Closed on national & company holidays
🌍 Time Zones:
- India & UAE → IST
- USA → EST
⚡ Critical issues are handled 24/7.
Service Level Agreement (SLA)
| Priority | What It Means | First Response | Resolution |
|---|---|---|---|
| Critical (P1) | System down / data risk | Within 2 hrs | Within 24 hrs |
| High (P2) | Major impact on operations | Within 4 hrs | Within 48 hrs |
| Medium (P3) | Minor issues | Within 8 hrs | Within 72 hrs |
| Low (P4) | Queries / enhancements | Within 24 hrs | Within 5 days |
Faster response for higher impact — always.
Issue Priority Breakdown
A structured approach to handling issues based on urgency and business impact.
Critical (P1)
System failure, data loss, security breach, or business halt
High (P2)
Major functionality issues affecting multiple users
Medium (P3)
Minor bugs or performance issues with workarounds
Low (P4)
Enhancements, training, or general queries
What’s Included in AMC?
We make every moment count with solutions designed just for you.
🔧 Technical Support
- Bug fixes and troubleshooting
- Performance tuning
- Security updates
- Integration support
🔄 Maintenance & Updates
- Software upgrades
- Database and server optimization
- Backup and recovery checks
🎓 Training & Consulting
- Up to 4 hours/month training
- Best practices & system optimization
- Workflow Advisory
⚙️ Deployment Support
- Monthly deployment of approved changes
- Testing and production rollout
- Rollback support if needed
Escalation Matrix
If an issue needs higher attention:
Level 1 → Level 2 → Level 3 → Level 4
Technical Support Engineer → Senior Support Specialist → Support Manager → Development Team Lead
Escalation is triggered if SLA is breached or complexity increases.
Governance, Data Security & Service Terms
Defined processes. Secure systems. Reliable support.
🔐 Data Security
- All client data is treated as strictly confidential
- Access is limited to authorized personnel only
- Secure communication protocols are always followed
- No data is shared with third parties without consent
📢 Communication
- Regular updates are provided on all active tickets
- Immediate alerts are shared for critical issues
- Monthly service reports available on request
- Quarterly reviews conducted for enterprise clients
📈 Regular Improvement
- Regular feedback is collected from clients
- Performance metrics are continuously monitored
- Support team undergoes ongoing training
- Processes are refined for better efficiency
📜 Terms & Commitments
- Uptime target of 99.5% during business hours
- Services delivered with professional standards
- Liability limited to last 12 months’ fees
- 30-day notice required for termination
What’s Not Included in AMC?
AMC does not cover:
- Third-party system issues
- Major custom development
- User-caused data loss
- Unauthorized modifications
- Training beyond included hours
- Very old software versions
Need More Support?
Additional Services (Available on Request)
- Extended support hours can be arranged at additional cost
- On-site assistance can be scheduled in advance
- Dedicated support teams can be assigned based on requirement
- Custom development can be delivered through separate scope agreements