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BORG ERP - Brief Introduction

  • What Borg desk Does?
  • How does Borg Suite Work?
  • Borg Suite Software on Cloud (SaaS)
  • Why to go for BORG Desk ?

BORG-Account Quick Setup

  • What is user Privilege & how can I define for my users?
  • How to Edit or delete Customer Details?
  • How to create new user account from my admin account?
  • Where can I update my company details, GSTIN & PAN?
  • How to activate license Key?
  • What is a License Info?
  • How to Edit / Delete / Modify Vendor Details ?
  • Where can I update company details, GSTIN & PAN?
  • How can I go ahead with basic setup of my new account with BORG?
  • Module setting are compulsory for operating account?

BORG Common Queries

  • How can I upgrade my Free trial Account to paid account?
  • How to activate my missed call number with BORG?
  • What is Auto Communication?
  • Importance of data for every Enterprise
  • I want to be Borg Suite Business Partner, What I have to do ?
  • What do you mean by Integrated Business Software?
  • How is Business Optimization done by Borg?
  • What is HSN/SAC number?
  • What type of GST, BORG Supports?
  • What are activity logs?
  • Custom software Development vs Cloud Application Software
  • Can I have multiple user accounts in Borg Suite? Can I use them simultaneously?
  • How Borg Accounting & Finance can help my business?
  • How can I get My Business Analytical Reports?
  • What is Demo Account?

BORG Sales Automation

  • Scope of Borg Marketing & Sales Module.
  • How can I generate sales quotation for my lead / prospect?
  • What is Lead Distribution? & How to assign / transfer / distribute any Lead to my team members?
  • What is Lead Source? Can it be defined according to my need or they are standard?
  • What is the meaning of Lead conversion?
  • Who can delete any lead?
  • What is Lead Status & how to set it?
  • How to supervise or monitor leads / inquiries?
  • How to define sales team structure?
  • How I can track reported leads to the BORG Suite?
  • How can I update follow-ups of every lead / Inquiry?
  • How can I add / capture new Lead / Inquiry?
  • What is Lead / Inquiry?
  • What is Lead Score?
  • What is Qualified Lead?
  • Where we can find Qualified Leads?
  • Does Lead Score enhance your productivity?
  • Where can we view the Lead score?
  • How to update Status In Qualified Leads?
  • What are the parameters of Lead Score?
  • Where can I set the IVR Key?
  • Where can we view IVR status?
  • How to Find Out Pending Follow-Ups for any Sale Person or Team in a Marketing & Sales Module?

BORG Service Help Desk

  • How Chat Works?
  • Scope of Borg Service / Support Desk / Help desk.
  • How tickets can be managed / assigned / Escalated to respective team or departments?
  • How a company can come to know when ticket is opened?
  • What are the priorities of tickets? Can a service desk Executive alter priorities?
  • How Ticket can be replied or resolution can be posted ?
  • How to open Online Ticket? Who can open Ticket?
  • What is online Support Ticketing System & How does It work?
  • How Customer can get to know whether ticket is closed or still open?
  • Is it useful for any type of business?
  • What does Borg’s Service desk / Help Desk do?
  • What is Click to call feature in Service Desk?
  • How to Add New AMC In Service Desk?
  • How to Manage AMC Contract in Service Desk?
  • How to Manage AMC Dues in Service Desk?
  • How to Manage Customers in the Service Desk?
  • How to add a Customer in the Service Desk?
  • How to Add Services to the Service Desk?
  • How to Create a Task from a Newly Added Ticket in the Service Desk?
  • How to search Customer in AMC contract in Service Desk?
  • Where can I find templates for Service Tickets?
  • How to create new templates for Service Tickets?

BORG Inventory & Distributors

  • Scope of Borg Inventory, Supply Chain Management, Stock Management.
  • How to manage distributors for managing & tracking my product’s supply chain?
  • How can I manage & track my stock?
  • How can I enter opening stock of my products?
  • What is SCM, MOQ & SOQ ?
  • How to manage Products?
  • How can I Manage my products with Borg Suite?

BORG HRMS & Payroll

  • What is holiday calendar?
  • How to apply leave by an employee?
  • Scope of Borg Human Resource Module
  • Can employee have issued asset history in his / her login dashboard ?
  • How an Issued Asset can be tracked during entire life cycle of asset?
  • How an employer can manage asset which has been issued to employee like laptop or Mobile?
  • How reimbursement can be tracked by en employee ?
  • How an employee can apply their claim for reimbursement?
  • How can I clear reimbursement of my employee?
  • Can Employee monitor their leave Record ?
  • Can Employee view their attendance ?
  • Is it possible to integrate Biometric Attendance system to capture employee attendance automatically
  • How to manage Employee Attendance?
  • How can I print salary slip of employee?
  • How can I prepare salary of my employee?
  • How can an accountant can view salary details of my employee to credit in to respective employee bank account?
  • How to Manage Employee Register or employment?
  • How to create employee appointment or employment profile?
  • How to Edit Employee ID from Manage Contract in Human Resources?

BORG Accounts Book

  • Scope of Borg Accounting & Finance Module or What Borg Account & Finance module delivers for enterprises
  • Is any notification & Alert sent to my customer if I am updating receipt in Borg Banking?
  • How to update payment received from customers?
  • What is Borg banking?
  • Should I have to enter GST amount in Expense or Fixed Asset Account?
  • How to manage my purchase Bills?
  • How can I add new purchase bill?
  • How can I mail Invoice to customer directly from BORG SUITE?
  • How can I take Print of prepared Invoice?
  • If my payment is not received from my customer by due date, How Borg helps me to remind my customers automatically?
  • How I can delete my Existing Invoice if required?
  • How can I Manage my Invoices?
  • How can I edit my Invoice?
  • How can I get HSN/SAC number automatically?
  • Can I add multiple Products or Service in the Invoice? Is there any limit of product & service?
  • Can I define my own serial numbers of Invoice?
  • How can I prepare GST Invoices?
  • How to view Deal value for each Lead in Marketing & Sale?
  • How to view Product & Order By in Proforma Invoice in Accounts?
  • How to view Order By in Sale Invoice in Accounts?
  • How to Upload Signature For Invoice in Accounts?
  • How can I upload LOGO and Signature in my Invoicing in Accounts module?
  • How can i set my Company Bank account details in Invoice ?
  • Can I prepare Invoice with Discount excluding or including GST ?

BORG Analytical Reports

  • What is the scope of Human Resource Analytical Reports ?
  • Borg Suite Human Resource Attendance Report
  • Employee Salary Statistics Report
  • Employee Leave statistics Report
  • Human Resource Report by Employment type ( Permanent, Trainee, Contract, Part time etc)
  • Track Report for Employee claim reimbursement ?
  • How service desk team performance can be tracked?
  • How can I access Analytical Reports of my sales team?
  • Can any option or report to check lead conversion ratio based on products & Service?
  • Is any report to track / analyze leads based on demography?
  • Can I manage / track my branch office sales team performance from BORG Suite?
  • What is Balance Sheet? How can I get my business balance sheet in BORG Accounting?
  • How to get Profit & Loss (P&L) Account of my business?
  • What is GST Report & how can I use it to collect GST return information?
  • What is the difference among recommended Reports, Receivable Reports & Payable Reports?

BORG Push Notifications

  • Email Alert - Daily Account Summary Alert on Registered Email ID
  • Email Alert - Thanks Alert to customer's registered Email ID after update of received payment
  • Email Alert - Auto email alert to customers for due payment reminder after due date
  • Email Alert - Welcome email alert to prospect at the time of conversion in to customer
  • Email Alert - Greeting Email to prospect’s email id
  • Email Alert: Daily Lead summary details to a designated email id set by company
  • Thanks Alert to customer's registered mobile number after update of received payment
  • Lead Follow-ups reminder alert to sales individual’s registered mobile number
  • SMS Alert Missed Call 's caller mobile number & company’s sales person mobile number
  • SMS Alert at the event of generating / opening new ticket to Enterprise designated Mobile Number
  • SMS Alert to employee registered mobile number for the confirmation of claim approval
  • SMS Alert on the event of salary generation to Employee registered mobile number
  • SMS Alert to Employee on the event of leave approval
  • SMS Alert on the event of change in order status by an enterprise to distributor registered mobile number
  • SMS Alert on the event of generating New Product Order by Distributor to designated Mobile Number
  • SMS Alert on the event of expiry of Annual Maintenance Contract (AMC) to customer registered mobile number
  • SMS Alert on closure of Service Ticket to Customer’s registered mobile number
  • Daily Account Summary update on Registered Mobile Number
  • SMS Alert to Inquirer/ website visitor/ campaign viewer mobile number & company’s designated mobile number

EduBorg - Coaching ERP

  • Scope of Student Desk in the EduBorg ( Borg Suite for Institutes)
  • How to take back issued book in the Eduborg Library ?
  • How to view or manage added books in the EduBorg ?
  • How to start Adding Books in the EduBorg Library Management?
  • How an Institute can manage their library books ?
  • How to add or manage tracking Logs or tracking update?
  • How to download or upload Listed or added Inquiries in bulk?
  • How to add new inquiry with EduBorg? or How Inquiry Management works in EduBorg?
  • Scope of Inquiry / Counselling Management in the EduBorg?
  • How to add Expense of the Institutes in the EduBorg ? How expenses can be managed ?
  • How to manage, view, edit, update, delete fee receipt with EduBorg?
  • How to deposit fee or how to generate Fee Receipt ?
  • What is the scope of Accounts & Receipt in the Borg Suite For Institutes?
  • How can we set user access security or define user access privilege ?
  • How can I create user account for my team to login separately ?
  • How to setup & manage Courses in the Borg Suite Institute ERP?
  • How to update my profile in the EduBorg ?

About Policies & Agreements

  • Non Disclosure Agreement (NDA)
  • Refund Policy
  • Borg Suite Service Level Agreement (SLA)
  • Privacy Policy
  • Terms of Service

Borg Suite Service Level Agreement (SLA)

1. Standard terms applicable to Service Levels are outlined herein  

A. Definitions

i)  “Client” means any paid subscriber to Borg Suite service.  

ii) “Borg Suite” herein refers to the entity, Goodpick Technologies Private Limited a company registered under the companies Act, 2013 (18 of 2013) and having its Registered office at 407, Chaudhary Complex, Shakarpur, Delhi - 110092.

 iii) “Customer Support” means services by which Borg Suite will provide assistance to its Clients to resolve any issue pertaining to their services.  

iv) “Service” refers to Borg Suite services as given on website www.goodpickborg.com 

v) “Incident” means any set of events or circumstances resulting in failure to meet the defined service level.  

B. SLA – General Terms and Conditions

i) Borg Suite provides this SLA subject to the following terms. These terms would be fixed for the duration of initial subscription of service. If the subscription is renewed, the SLA which would be prevalent at that time would be applicable for the renewal period.  

ii) Borg Suite will determine the severity of any defect reported by the Client according to the priorities as defined by the Borg Suite under the section, “Definitions of Incident Reported”.  

iii) For each level of incident reported, Borg Suite has defined a set of “Response and Resolution times” which Borg Suite would try to adhere to in best of the circumstances.  

iv) If the incidents are not resolved within appropriate time as promised by the Borg Suite, the Client can escalate his / her complaint in accordance with the “Escalation Matrix” as outlined subsequently.  

v) The points not covered in here will be governed by Borg Suite’s General Terms and conditions, privacy policy, Terms of service or other policies which will prevail from time to time.  

C. SLA Exclusion  

The SLA and any Applicable Service Levels do not apply to any performance or availability issues listed below-  

i) Attributable to the acts or omissions of Client or Client’s employees, agents, contractors, or vendors, or anyone gaining access to Borg Suite’s Service by means of Client’s passwords or equipment.  

ii) That resulted from third party’s hardware or software.  

iii) Borg Suite does not control the uptime of the following third parties and any damage caused in this regard to the end Client would not attract penalties- 

    a) Telecom Service Providers, whose infrastructure is used by Borg Suite to provide services to its end Clients,

   b) Internet Service Providers (ISPs) whose data services are used by Borg Suite to provide services to the end Client.  

iv) Due to factors outside the control of Borg Suite.  

v) to any services other than the service outlined in this SLA and, shall not apply to performance issues, which is

   (i) caused by factors outside of First Party’s reasonable control (force majeure events); or

   (ii) that has resulted from any actions or acts of omission of Client.  

2. Customer Support Channels

Any Incident shall have to be registered through one of the channels -

  • Email
  • Support Desk / Service Desk  

Registration via email can be done by sending an email to- admin@goodpickmart.com

Registration via Support Desk / Service Desk: Registration via Support Desk / Service Desk can be done by logging in to our support desk with registered email & Password.

3. Definition of Incident Reported 

Here, Term Severity  Refers to Priority of Reported Incident

Severity 1 – “Low” ∙

Errors or requests those are on business operations, e.g. Reconciliations, Logs etc.  

Severity 2 – “Medium”   ∙

Errors those are generally non-disabling or cosmetic e.g. Service is not accessible to a particular subscriber,etc.  

Severity 3 – “High” ∙

Errors that keep major functions from being performed but work around available e.g., Access to the server is slow; Time delay in response, Server accepts requests but not responding within acceptable time duration etc.  

Severity 4 – “Critical”

∙Errors that prevent useful work from being completed e.g. Server inaccessible.  

4. Response and Resolution Times  

The response times for each of the levels of incidents reported is hereby outlined below:  Here, Business Hours refers to working hours ( 9:300 AM IST -  6:30 PM IST)

 Severity 1 : 

  • Acknowledgement Time (Business Hours)  :  8 Hours
  • Work Around Time (Business Hours)  :  24 Hours
  •  Permanent Fix Time   :   96 Hours

 Severity 2 : 

  • Acknowledgement Time (Business Hours)  : 4 Hours
  • Work Around Time (Business Hours)  :  16 Hours
  • Permanent Fix Time   :  72 Hours

Severity 3

  • Acknowledgement Time (Business Hours)  : 3 Hours
  • Work Around Time (Business Hours)  :  8 Hours
  • Permanent Fix Time   :  48 Hours

Severity 4 : 

  • Acknowledgement Time (Business Hours)  : 2 Hours
  • Work Around Time (Business Hours)  :  4 Hours
  • Permanent Fix Time   :  24 Hours

Severity 1 - Respond within 8 business hours to acknowledge problem. Target resolution time or work around time would be 24 business hours from the time of response. ∙ 

Severity 2 - Respond within 4 business hours to acknowledge problem. Target resolution time or work around time would be 16 business hours from the time of response. ∙

Severity 3 - Respond within 3 business hours to acknowledge the problem. Target resolution or workaround time would be 8 business hours from the time of response. ∙

Severity 4 -Respond within 2 business hours to acknowledge and understand the Incident. Technical Support will work on the incident continuously until resolution. Periodic status updates will be communicated to the Client by phone / email. Target resolution or workaround time would be 4 business hours from the time of response.

5. Uptime for the service

i) Borg Suite guarantees 99% uptime for its service.

ii) The uptime can be measured through following mechanism:

  • Services will run self-test every 20 minutes in an hour making it 72 times in day. Every self-test failing will be regarding as 1 incident.
  • Borg Suite guarantees less than 20 failures in a month for 99% uptime
  • This will exclude scheduled downtime for maintenance and upgrades.
  • The scheduled downtime will not be more than 2 times in 2 weeks with duration of 2 hours per downtime.
  • Scheduled downtime will be planned during the non-working hours. The Client will be informed of the downtime in advance to their registered email id with us.

Monthly Penalties: 

  • For 0-20 incidents /Month – Zero Penalty
  • For 21-40 incidents/Month – 5% of the Monthly Rental will be refunded
  • For 41-200 incidents/Month – 10% of the Monthly Rental will be refunded
  • For 201- 600 incidents/Month – 50% of the Monthly Rental will be refunded
  • For >601 incidents/Month – 100% of the Monthly Rental will be refunded

6. Escalation

Borg Suite will internally escalate all incidents that are not resolved by the response and resolution times listed above. Client may request escalation of incidents that have not been resolved within the outlined response and resolution times by contacting support directly by phone / email.

The escalation matrix is as follows: (Would be updated soon)

Level           Personnel Contact info

Level  0   - Help Desk,  Contact: (+91-11-43009707)  Email: admin@goodpickmart.com

Admin
June 29, 2021
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