Web based calendar is the open-source web based calendar from the University of Washington. Although the Web calendar is bundled and installed with the product, it comes on an as is where is basis with minimum integration being done with the product to achieve single sign on, backup etc. Mithi does not take responsibility for training users on the use of the web calendar, or troubleshooting any problems in it.

System administrator is the person or the group of people responsible for the installation, configuration, monitoring etc of the email server at the site where the software is to be installed.

Incident is all the correspondence of the system administrator with the Mithi Customer Care staff to resolve an issue. An incident is opened when the system administrator registers a problem and is closed upon resolution of the same. The incident is also closed when the resolution of the same lies outside the scope of the support provided by the Support Policy.

Complementary services are all services, which may include hardware and network set-up requirements to ensure proper functioning of the mail server. These include but are not limited to DNS, NATing, router setting, procuring static IP etc.

Evaluation means the period between installing MCS for trial purpose and paying the registration fee for Mithi Connect Server. The period of evaluation may not exceed 30 days.

Licensed means to have submitted and paid the registration/subscription fee to Mithi or to have an equivalent agreement with Mithi for use of Mithi Connect Server.

Installation means the period between initially installing MCS on a computer (which meets the minimum environmental, hardware and software requirements of the product) to the point where the functionality as reasonably represented in the respective product manual is operational.

Migration means the process of moving from an alternate vendors mail server product to MCS. This covers mail-store, user and address book migration present on the server. Migration services are limited to the data on the mail server and do not include the migration of data on the end users desktops.

Configuration is the term covering all the settings/tasks covered by the system administrator. These include but are not limited to settings for hosting the required domain, adding/deleting users, setting user properties etc. The configuration tasks may be done on the server or the desktop email clients.

Defect means any undesirable facet of the MCS application that would require changes to the product documentation or to the functionality or behaviour of the product itself as documented in the respective product manual. A defect can further be classified into a Mithi Connect Server defect or a defect in the underlying OSS (open source software), OS (Operating System) or hardware. While Mithi will provide upgrades/patches for the defects in Mithi Connect Server in reasonable time, it cannot guarantee resolution of the defects in the OSS, OS or hardware components of the mail server set-up. Mithi will try and ensure that the hardware, OS and OSS components recommended by it are validated and tested for defect free functioning with Mithi Connect Server.

Software Update A newer version of the software that remedies a defect reported in the software

Software Upgrade means newer versions of the Product with new or substantially improved features, which may include changes to the underlying OSS components.

Next Generation Release means a newer version of the software that may have newer user interface and/or system architecture.

User Support covers the support/training required by the end users for effective and correct use of the system. Italso involves handling user grievances and managing the scheduled downtimes for upgrades and any routine maintenance tasks.

Reports means the usage statistics and related data for the messaging system. The reports include mail delivery reports, web mail client usage report, configuration reports, event logs etc.

Outages means a loss of messaging service and application as defined by Mithi Connect Server. Outages can be caused due to various factors such as Hardware failure, OS failure, Internet connectivity loss, Network failure, service failure,and in-accessible web applications.

Recovery from outages means re-starting the services and applications of Mithi Connect Server. The recovery process may include, using the available configuration and mail-store backups to restore the system after a system crash.

Monitoring means reviewing the server resources to ensure that the essential services are up and that the resource usage is not exceeding threshold limits. Monitoring is required to ensure the system is functioning within the defined limits.

Feature requests are request for additional messaging services, applications and/or features to Mithi Connect Server.

Performance tuning are all the programs, settings and configurations relating to enhancing the performance or response time of the messaging services and applications.

Hardware upgrades include the upgrade of the hardware hosting Mithi Connect Server.

Solution upgrades include reconfiguring MCS from an Internet mail server to mail gateway and vice versa, adding additional gateway servers, adding a Disaster recovery, relay server etc.

Server maintenance covers system administrator tasks such as making disk space, taking backups, changes to the configurations etc., to accommodate changes in the usage patterns.

Third-party software integration includes but is not limited to integration with spam/virus control software, integration with ERP applications and other services such as Instant Messaging etc.

Level 1 Support:Typically, when a software user calls for technical assistance, a level 1 technician tries to answer all questions,which might include help with simple problems or general "how-to" questions. Some examples of level 1 issues are:

• Reports of missing mail
• Reports of mail delays
• Monitoring the server resources
• Ensuring daily backup

Level 2 Support:If the question is more complex, the question is passed on to the level 2 technician. Level 2 questions may, for example, deal with advanced features and possible product bugs or failures.

Level 3 Support:If the level 2 technician cannot help the caller, a level 3 technician may be consulted either by the level 2 technician. Some research and investigation at this level might be required, which can take time.

The software will be shipped to the customer location via courier and it is up-to the customer to install and configure the software as per instructions provided in the accompanying documentation. Mithi will provide telephonic or email support to assist in the setup and configuration of the software. If the customer so desires, support engineers of Mithi or Mithi's associate would help the Customer to carry out the installation of the software on-site at an extra cost as mentioned in the Investment proposal.
The installation would be completed within 4 weeks of receiving the PO in normal circumstances. In this period, Mithi would work with the customer to prepare the deployment and migration plan, develop the requisite tools, train the administrators and create the necessary documents to enable a smooth deployment.

The subscription or AMC period starts from the date of the PO. Please note that delays caused due to sites not being ready or any delay in initiating the deployment and migration by the customer, would not affect the subscription or AMC start date and duration. It should be noted that the Mithi team starts working as soon as the PO is received.

Mithi would provide basic training and detailed documentation, either directly or through its associates, in installation, maintenance and trouble-shooting of the solution to the developers and support engineers of the Customer so that they become well versed with the system and would be in a position to handle all technical issues and problems on their own. It is highly recommended that the technical personnel involved in the software project be present for the entire period of the training. This training is provided free of cost at Mithis office in Pune. The training session is for 2 days and for a maximum of 4 people.

There are three support options to avail from. The three support options are applicable to licensed users of Mithi Connect Server. These are Standard, Privilege and Priority. For Evaluation, the option available is Standard support.
While Standard support is suitable for installations of Mithi Connect Server as a email-gateway, fetching mail from an ISP server, Mithi recommends the Privilege or Priority support for any organization having their own in-house Internet mail server. Priority support is especially suitable for those organizations for which e-mail is mission critical.
Though the support available for all is same, the response time, communication methods and maximum number of incidents for each type is different. The following paragraphs explain each support type in detail.

In certain situations it is beneficial to allow the Mithi Customer care engineers access to your server remotely, so that they can troubleshoot and fix problems. Since the customer care team is assisted by the entire team locally (other customer care engineers, solutions team and the product development team), this becomes a very effective model for support. This can help to resolve problems quickly, effectively and with quality. Please note that although all possible care is taken while working on the customers servers with strict reviews being done by the Customer Care manager, Mithi does not assume any responsibility for any liability, which may arise out of such action directly or indirectly. During the course of the work on the remote server, it may be required for our engineers to view configuration files, databases and maybe even mail content. Please note that this is only for diagnosing the problem and fixing the issue. Mithi will maintain strict confidentiality of this data and will not use this data or share it with anybody else.
Though Mithi will restrain from logging in to any customers server, in case of any un-avoidable circumstance when a remote login is required, please follow the following guidelines:

• Remote login should not be given via SSH access to the server.
• Remote access can be given via a desktop on the LAN using a service such as logmein.com. These sites allow you to enable remote login to a Windows PC. Briefly, the remote access will work as follows:
  • The clients system administrator allows remote login to a PC on the LAN.
  • This PC can connect to the MCS server using putty.
  • The system administrator logs into the MCS server using SSH access. Please note, this has to be done by the system administrator, ensuring that he does not have to share the MCS server password with the Mithi support team.
  • Mithi Customer care logs into the remote PC and to the MCS server via the open putty connection to the server.
• Using such an access, the system administrator can observe all the activity being done on the server.
• Disallow access after the incidence is over.
• Do not allow overnight access.
• Access to be given only if requested by authorized people from Mithi.

We also urge you to put in a password policy for the Mithi Connect servers as follows:

• Do not share the Linux server passwords with anyone.
• Change passwords regularly.
• Keep the password complicated. Avoid using the following in any form: mithi, mithiconnect, mcs, mailjol, redhat.
• If any Mithi engineer visits you site for maintenance please ensure that the passwords are not shared.

Though it is our endeavor to ensure high availability of the email service through product features, solutions and services which handle all the known cases of failure, it is important to note that we cannot guard the system against any unknown cases such as new virus, worms, hackers etc. In case of a service outage, Mithi Customer care will endeavor to ensure the shortest downtime. Some of the reasons the email service can be inaccessible are as follows:

• Hardware failure.
• OS failure.
• Internet Connectivity loss.
• Network failure.
• Service stopped.
• Applications/Web mail inaccessible.
• Virus attacks.
• Spam attacks.
• DOS attacks.
• Intrusions/hack into the server.
• System mis-configuration.
• DNS failures.
• etc.

In order to aid us in helping you quickly recover from a system crash, your IT team has to ensure that the following are available:

• Recommended hardware.
• Complete configuration information.
• A recent working backup.
• An effective disaster recovery procedure.
• Fast access to support resources.
• Staff availability to perform the restore.

Mithi Customer care will provide the remote support required to recover from a crash. The execution of the recovery process and ensuring hardware, software and backup is the responsibility of the system administrator.