TrueSignal Private Limited (hereafter “eParivahan”, “we”, “us”, or “our“) owns and runs the Services.
Please review the following terms and conditions before using the Services. If you do not agree to these Terms and Conditions, you may not use the Services. The Terms and Conditions become effective at the moment of usage and remain in full force and effect.
We reserve the right to amend these terms at any time and without notice. All changes to the Terms and Conditions will be posted on the website, and you are required to constantly check for updates. If you continue to use the Services after a modification has been made, you accept the revised terms and conditions.
eParivahan does not act as a carrier, broker, or other transportation or logistics service provider, nor as a trucking company, or shipper.
The goal of creating a Business Continuity Plan for eParivahan is to make sure that the company can continue to operate during and after any disruptive incident.
In the event of a calamity that might prevent the SaaS services from functioning this document will assist to organise EParivahan’s system recovery . The plan is intended to incorporate all the information that may have been necessary throughout the recovery, or at the very least to highlight the concerns. The strategy is designed to secure the viability of EParivahan’s SaaS service offering.
eParivahan Business Continuity Management Plan
eParivahan prioritises its most vital business procedures and those of its most significant clients. eParivahan strives to maintain client access to its services during business interruptions and until normal business activities resume.
The BCP/DR drills are built using a thorough audit plan, application, execution, and integration of the acquired information to assess the effectiveness and readiness of the business continuity plan.
The objective of this business continuity strategy is consistent with eParivahan‟s business continuity management system (BCMS) policy.
It explains what must be stated, how it must be expressed, and what must be done in the event of a catastrophe or other scenario that disrupts company operations.
It will provide eParivahan with a well-researched strategy and procedure for restarting services at suitable service standards within acceptable timeframes in order to reduce company losses, provide cost-effective solutions, and supply alternative services.
Scope of the Business Continuity Plan- The Critical Process
This document talks about all of the following.
Data Storage and Backup System for eParivahan
Communication With Clients and Other Stakeholders
Communicating with the clients
The Communication Team will inform clients about the disaster and how it will affect them. The best and/or most practical ways to get in touch with all clients will be chosen from the list below (in order):
- i. Email (through Corporate email where the System still functions)
- ii. Email (through Non-Corporate or Personal email)
The following details should be informed to the clients:
- i. Impacts on Service Provisions
- ii. Anticipated effects on Delivery Times
- iii. Impacts anticipated on the safety of client information
- iv. Anticipated Timelines for resolution
Talking to the Partners
After all the clients have been told about the disaster, it will be the job of the communication team to notify partners about the disaster and how it will affect them.
The most crucial partner will be told about the disaster first. Important partners will be emailed, and then they will be called to make sure the message got through. During a disaster, the partner should be asked for help to get things back to normal.
Getting in Touch With Other Stakeholders
The Communication Team will inform everyone else about the disaster and how it will affect them.
As part of post-disaster activities, the following tasks should be done after the disaster ends and business is back to normal.
- i. The Restoration of services.
- ii. Updating the BCP depending on the lessons learned and critical learnings.
- iii. The project manager will make an incident report that describes what happened and how it affected things.
- iv. Find out what business functions were affected and how to fix them (if any).
- v. Conduct an investigation for analyzing the root-cause for the disaster and develop action items for the team, (if there are any).
The Enterprise Support Terms for eParivahan (“EST”)
These Enterprise Support Terms (EST) are provided by eParivahan if you agree to the following terms and conditions, which will not alter during the first term of your service subscription. If the service subscription is renewed, the version of this EST in effect at the beginning of the renewal period will be utilised for the duration of the renewal term.
Services of Support
Here are the details of how eParivahan will provide support service to an eligible organization (“Customer”) for the applicable on-premise software (“Products”). This support service, or parts of it, can also be called the EParivahan Enterprise Support Program in the past.
Contact eParivahan Customer Care (EParivahan Support) to find out if you are eligible for this support service and if it applies to you.
A new change or improvement that is reported as a service request, support incident, or change request will not be included in the “eParivahan Support Policies: Enterprise Support Terms” mentioned above.
eParivahan can ask the customer for remote access to provide support services. Suppose asked, and the customer agrees to offer remote access. In that case, eParivahan can examine any or all customer systems that have the EParivahan products installed remotely through an external computer that eParivahan controls to deliver support services to the customer.
Incident or Service Request
Any support incident or service request that (a) doesn‟t involve the production environment or (b) asks for data that isn‟t available in the production environment won‟t be covered by the “eParivahan Enterprise Support Program.”
Processing of Service Request
In order to get support services from eParivahan, the customer must inform eParivahan what went wrong with the product.
When eParivahan gets a report of an incident or a request for service, it will have the right to,
- i. Define the intensity of the problem or service request in contract with the user or according to the “Case sensitivity or Priority Level determination.”
- ii. Confirming that they have received the concerns or service request within the specified amount of time (“Response Time”) through the prefered communication channel.
The Right to Change the Response Time
eParivahan has the right to change the target response time from time to time in order to give better customer service. eParivahan will let the customer know in writing 60 days before any major changes to the response time listed here, which must be agreed upon by both parties.
The problem, Service Request, or Change Request Resolution
As the eParivahan support team gets a report of a problem or a request for a service, they will communicate with the client to figure out what‟s wrong and fix it.
eParivahan support team considers an issue, service request, or change request to be resolved if any or all of the following are true:
- i. The problem is caused by software from a third party. In this case, if necessary, EParivahan Support will continue to help the client or third party solve the problem in a reasonable way
- ii. The eParivahan support team confirms that the problem is fixed via email or a recorded phone call.
- iii. The client doesn‟t answer a question or request from support for three (3) follow-ups via emails or phone calls in a row.
- iv. EParivahan Support looks at the change request and either sends the customer to the team in charge of the change or asks the customer to get in touch with the team in charge of the change, but the customer willingly decides not to connect.
- v. The client confirms via email or a recorded call that they don‟t need any more help or that the incident, service request, or change request has been closed.
The EST for resolution will be based on the time it takes to solve each incident or service request. Every incident or service request that a client makes should have a genuine problem or service request, and if the incident or service request is already permanently closed, the client shouldn‟t add another one mentioning the same problem.
Defining the terms mentioned above in the Enterprise Support Terms
The eParivahan customer support team offers impeccable technical support to resolve your problems associated with EParivahan products and services. Here is the definition of the terms that have been used while creating this document,
Requestor: The user who faces the problem and creates a service ticket in the form of a change request or Service request.
Problem: An unforeseen interruption to the service or degradation in the quality of the service. The incident that the client can report has been addressed here as „incident,‟ „problem,‟ or „issue.‟
Service Request:A service request is a user-generated request for information, advice, or a request formally initiated by the customer to offer any user rights or access to a service. A typical example of a service request can be a password reset request, a request to modify some user data previously provided by the client.
Change Request: Change Request is “the addition, modification, or removal of any authorized, scheduled, or supported service or service component that could affect the EParivahan services.” The scope may include all services, including a change to the configuration items, processes, documentation, and so on.
Most of the time, a change is an event that the Change Authority has approved, is evaluated and put into place while mitigating risks, changes the status of a configuration item, and adds value to the business and its customers.
Response Time: The amount of time (in minutes, hours, or days) that passes between when a customer submits a support incident, service request, or change request and when the support representative offers an initial response or acknowledgment.
Resolution Time: The total time required for the support team to offer the associated
Case sensitivity or Priority Level determination
||Situations (Suffices one or multiple of the following)
||All of the areas can‟t do their regular jobs. More than 15% of shipments or trips were affected. Systems in the production/live environment are not available at all
||All users in any one place are affected and can‟t do their regular jobs. One or more of the application‟s features or modules are not available at all. More than five users are affected, and they can‟t do their daily jobs. There was an effect on less than 10% of orders or trips.
||A question about how to use the site, a request for a service, or an inquiry about the site‟s administration, such as a request for data, user authentication or creation, etc.One user was affected.Fewer than 3% of trips were affected.Less than 3% OR up to 500 orders, whichever is less.An issue that does not directly affect how they do their jobs every day.
Accepting The Terms
To further assist its partners, eParivahan provides a partner portal service (the “eParivahan Partner Portal”) where partners may register certain transaction information, take part in eParivahan opportunity sharing, and have access to approved and business sensitive content from eParivahan.
After reading and understanding the Services‟ terms, you voluntarily accept and agree to be bound by these Terms of Service (the “eParivahan PARTNER PORTAL TERMS”) in any way you access or use the eParivahan Partner Portal.
You may not access or use the eParivahan Partner Portal unless you fully and unconditionally accept the eParivahan Partner Portal Terms.
We refer to TrueSignal Private Limited and its subsidiaries and affiliates as “eParivahan” throughout this document. While we refer to “you, or “your,” we mean you as an individual and your admin or employer as a whole when using the Portal.
“eParivahan Partner Portal” refers to the website located at https://eparivahan.com for the purpose of managing business relationships between EParivahan and its business partners.
By “Partner-Submitted Content,” we mean any and all data and information (such as text, images, photos, videos, audio, and documents in form of quotation, e-way bill, vendors data) provided or made available to us by you in connection with your use of the eParivahan Partner Portal, in whatever medium and format that data and information may be provided or made available.
When referring to the EParivahan Partner Portal, “eParivahan Content” refers to any text, images, photos, videos, audio, documents, and other content in any media and format that EParivahan may provide or make available to you.
The term “eParivahan Digital Service Partner Agreement” refers to any written or electronic agreement between you and eParivahan, such as
- i. A EParivahan reseller agreement,
- ii. EParivahan referral agreement,
- iii. EParivahan independent software vendor agreement
eParivahan may, at any time and for any reason, temporarily suspend or permanently revoke your access to the eParivahan Partner Portal, with or without notice. If you are not your company‟s designated administrator of the eParivahan Partner Portal (a “Super Admin”), that individual‟s iscretion will be used in determining who has access to the portal.
You agree that you will protect any and all eParivahan content that is made available to you through the eParivahan Partner Portal in accordance with the confidentiality obligations set forth in your eParivahan Digital Service Partner Agreement, regardless of whether such content is specifically marked as confidential.
Acceptable Use Cases
You Agree to Maintain the Following Terms When Using the EParivahan Partner Portal:
You need to use commercially reasonable efforts to prevent unauthorized access or use of the EParivahan Partner Portal. The list includes keeping passwords and usernames confidential and not disclosing these details to any third-party;
Be solely responsible for the accuracy, quality, integrity, and legality of partner-submitted content and of the means by which you acquire or generate partner-submitted content;
Terms and Termination
These Terms of Service for the eParivahan Partner Portal will become effective upon your first login to the eParivahan Partner Portal and shall be in full force and effect until terminated as set out below.
Your access to the eParivahan Partner Portalmay be suspended or terminated at any time, with or without cause, at our sole discretion. The reason including but not limited to you violating the partner portal terms.
Any rights you may have had to access or use the eParivahan Partner Portalwill end with the termination of the applicable Partner Agreement, and you must immediately cease any use of the eParivahan Partner Portal.
We will not be held responsible for any expenses, damages, silence from any stakeholders‟ end, etc. related to the suspension, termination, or revocation of any rights or terms associated with the EParivahan Partner Portal.
Other Important Terms
We reserve the right, in our sole discretion, to alter the eParivahan Partner Portal and your access to it, as well as these Terms of Service for the eParivahan Partner Portal.
If you disagree with the changes, your only choice is to stop using the Partner Portal altogether. If you continue to use the Partner Portal after the Effective Date of any changes, you will be deemed to have accepted such changes.