Policy

Support services are covered under contract applicable for a specific period.

Support is provided 24/7 for the applications and products developed and distributed by the company.

Customer Responsibilities

The customer has to provide full access of application to engineers working on-site. The customer shall also provide suitable working space, communication facilities, supplies, scratch media etc. at the time of
attending the service call.

The customer has to maintain current backup of operating systems, software programs and data.

Methodology

Domestic service calls are handled by the regional support centers situated all over India.

Overseas support calls are received at the COE. After receiving the service call it is first analysed to see if it is a development issue or application problem (bug) or Operational issues. Operational issues are always sorted out over telephone. If the issue is not sorted on telephone, regional service engineer will attend the problem in person.
If regional engineer is unable to sort out the issue, immediately the call is transferred to HO and senior engineers takes over.

Achievement

As the service area is the banking sector, all support calls are attended immediately. All critical issues from operational point of view are sorted out before day begins on next day. Prompt and expert support services is the backbone of the good will of UGC in the market.

We have presence in 45 cities/locations in India to ensure timely and effective support.