Setting up an account:

1. Visit our Support Desk
   
2. If you are a new user -
   
1. Click on Sign Up link in the top right corner.
   
2. Enter your full name
   
3. Enter your email address
   
4. Enter the CAPTCHA shown.
   
5. Click Sign Up.
   
6. You will receive an email from mandar@kovidbioanalytics.com with the Subject - 'Kovid BioAnalytics Customer Self Service Portal Invitation'
   
7. Click the 'Accept The Invitation' button in the email, and set the password for your account on the page that opens.
   
8. Use your email ID as username and the password set here, to login to our Support Desk henceforth.
   
3. If you are an existing user -
   
1. Click on the Sign In link in the top right corner next to Sign Up.
   
2. Enter your registered email address
   
3. Enter your password.
   
4. Click the 'Sign In' button.
   
4. Now you can go through our Knowledge Base to review various articles and help content that is present. Check if these articles help you out.

Raising a ticket:

1. Login to support.kovidbioanalytics.com.
   
2. If you want to report an issue or submit some change requests, click on the Tickets link.
3. Here you can see your existing tickets and check the status for the same.
   
4. Or you can click the Add Ticket button to create a new ticket.
   
5. Follow the steps below to create a ticket -
   
1. Product Name - Enter your project name i.e. name of your app, software or website. The system will suggest the project name on entering 2 or 3 letters.
   
2. Subject - Enter the Subject as relevant to your request.
   
3. Description - Add the description of the request.
   
4. Priority - Set the Priority of the ticket as follows:
   
1. High - In case of an emergency or where you need redressal in the same working day.
   
2. Medium - In case of action to be taken in the next 2 working days.
   
3. Low - In case of action to be taken on every Friday (maintenance day for the team).
5. Attach a file - You can attach multiple files (with a total size upto 20 MB).
   
6. Click 'Submit' button.
   

Monday through Friday, 9 am through 6 pm!

No Support after 6 pm or on Weekends or Holidays!

Contact us through Phone or WhatsApp at +91 935 937 1212 in case of emergencies during off-hours, weekends or holidays!

NOTE: Please use the Priority with reponsibility!

Response Times:

Priority Level	Definition	Initial Response Time	Resolution Time
High	Complete system outage or severe impact on operations	1 hour	8 hours
Medum	Major functionality affected but workarounds available	4 hours	24 hours
Low	Non-critical issues affecting some functionality, general questions, or feature requests	1 business day	3 business days

KBA Team Responsibilities:

1. Issue Tracking: All reported issues will be logged and tracked through KBA's support system.
   
2. Resolution and Updates: Regular updates on the status of issues and their resolutions.
   
3. Maintenance: Regular maintenance and updates to ensure the applications are running smoothly.
   
4. Communication: Prompt communication regarding any scheduled maintenance or potential disruptions.
   

Your (Customer's) Responsibilities:

1. Reporting Issues: Timely reporting of issues with sufficient detail for diagnosis.
   
2.  Access: Providing necessary access to systems and relevant information to KBA for issue resolution.
   
3. User Training: Ensuring users are adequately trained on the applications.
   

Escalation Procedure:

1. First Escalation: Akash Patil (akash@kovidbioanalytics.com)
   
2. Second Escalation: Gauri Gokhale (gauri@kovidbioanalytics.com)
   
3. Third Escalation: Mandar Sahasrabuddhe (sneha@kovidbioanalytics.com)