TCS iON Digital App Hub - Support Services

Support Services

Customers contact TCS iON Digital App Hub Platform support team, when they have a query or an issue. We work very hard to provide a smooth experience to all our customers.

Support Includes

TCS will ensure break-fix support to the applications mentioned in scope of services. Any change request will be administered separately.

  • Incident Support - Provide support for a specific problem, error message, or functionality that is not working as intended.
  • Query Support - Provide support for information or advice.
  • Provide the initial response as per the severity of the incidents defined below.
  • Communication of the status of the incident on a periodic basis until it is resolved.

Support does not Includes

  • Consultancy services and configuration to customer specific requirements.
  • Transaction Data migration from existing system of Customer to TCS system is out of scope.
  • Hardware problem outside the Services Environment.
  • Network (LAN/WAN) problem outside the Services Environment.
  • Data download or data processing services.
  • Product Training
    • Support is available only in English.
    • Third-party application integration services.
    • TCS is not responsible for any software not provided by TCS.
    • Touch Services is out of scope.
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Self Service

In every application microsite, extensive list of FAQs are available. Users can find the solution to the simple queries or problems they face while using the application.

Service Levels

Definition Description
Service availability rate at data center 98% based on quarterly review
Business Hours Support Mon - Sun between 7:00 - 23:00 hours

Exclusions Include

The calculation of the SLA excludes events such as:

  • The event has occurred as a result of a Force Majeure or during the implementation of any disaster recovery procedure.
  • Any activities and/or outages mutually agreed upon by the parties (planned scheduled downtime).
  • The last mile access (Network that connects Customer location and Network Service Provider's Point of Presence) or broadband access that is not provided or managed by TCS or its authorized agents.
  • The failure of a Customer's application, equipment or facilities including any third party equipment.
  • Trouble Tickets associated with new installations or upgrades.
  • An interruption where the Customer elects not to release the service for testing and repair and continues to use it on an impaired basis.
  • Interruptions during any period where TCS or its agents are not allowed access to the Customer premises where the access lines are terminated.
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Support Contact Methods

Customer may contact TCS iON Digital App Hub help desk to report an error and request support services by following methods:

Our business hours are Monday to Sunday, 07:00 to 23:00 (Indian Standard Time, IST).
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