NDDB would facilitate the L3 support at cost of Client Organization. It is envisaged that primarily this support would be provided remotely using necessary and available IT tools. Only L3 support is in scope. The different categories of support scope are defined below:

1. L1 Support :

1. Training to End users
2. Queries related to Masters & process flows 
3. handling queries on how to do
4. Errors due to improper configurations
5. Internet connectivity related issue
6. New/existing user’s Rights/Permissions/Access related issues
7. Hardware malfunctioning and basic troubleshooting related issues
8. error due to a lack of functional knowledge or missing dependency
9. Provide access of TEST server to users for testing 

Typically these issues happen due to lack of knowledge on account of user in “How To” accomplish a certain task or some missing master/configuration 

data.  These kind of issues would be resolved by the Client Organization.

2. L2 Support :

1. Masters data uploading
2. Policy related changes in system etc.
3. Data import
4. Providing master data templates
5. Refresher training
6. Monitoring daily application and database backups
7. Address application slow performance related queries by end users
8. Restart services on server whenever required

These kind of issues would be resolved by the Client Organization.

3. L3 Support :

Functionality related issues & issues escalated by L1 and L2 group. L3 Supports provides the Application level bug resolution, new reports, new print formats and feature enhancement requests. These issues, typically would involve changes in the application code. This will be handled/resolved by NDDB at Client Organization's cost.