"Customer shall have access to Kameda Arabia helpdesk for e-mail and telephone assistance on a 9×6 (9.00 hours to 18.00 hours IST or 4.00 hours to 13.00 hours GMT) coverage basis on all the working days of Kameda Arabia. In case if any critical issue occurs, Kameda Arabia is ready to provide the helpdesk 24×7."
"Kameda Arabia will draft an operational guide in consultation with customer as support commences. This document shall serve to establish mutually agreed process and contact points in order to facilitate effective support services and co-operation between the customer and Kameda Arabia."
Kameda Arabia representatives at the customer’s site shall provide technical support to the client. Detailed analysis of the issue is carried out with a further response to the customer, if appropriate. If none of the above efforts is satisfactory, then Kameda Arabia local representative shall try to provide a workaround to the “bug” where feasible.