GPU Mart · Policies
Coverage windows, response and restore targets, escalation, and exclusions for GPU Mart support and AMC services where purchased.
1. Applicability
This policy applies where you have purchased a support plan or AMC. Without a plan, support is limited to warranty defect handling under the Warranty & Support Policy.
2. Coverage windows
| Standard | Business hours, Monday to Saturday, 10:00 AM to 7:00 PM IST |
| Enhanced | Extended-hours / next-business-day on-site, where purchased |
| Mission-critical | 24×7 with priority parts, where a mission-critical AMC is purchased |
3. Response and restore targets
| Severity 1 (system down) | Response 4 business hours; restore target best-effort by next business day, or per the applicable AMC |
| Severity 2 (degraded) | Response 8 business hours |
| Severity 3 (general) | Response 2 business days |
Targets are commercially reasonable objectives, not guarantees, and depend on access, diagnosis, and OEM/parts availability. Where RDP publishes a separate Support SLA document, that document governs the specifics.
4. Escalation matrix
Unresolved issues escalate through L1 support → L2 engineering → Account Manager / OEM. Contact details are on the Contact & Grievance page.
5. Exclusions and dependencies
SLA targets exclude issues caused by site conditions (power, cooling, network), customer changes, third-party software, force-majeure events, and delays in customer cooperation or access. Parts supply may depend on OEM lead times.
6. Reporting
Log issues via support@rdp.in (or raise a ticket at https://rdp.in/contact) with system details and severity. Accurate information speeds diagnosis and restore.