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Support Policy for Mithi Connect Server XD and Connect XF

Revision History

Version Date of change Description of change
2.5 4th Feb 2014

Added a section "End of Life for Product - Policy amendment" to announce the end of support for Connect XD.

2.4 25th Jan 2012

Merged the Renewal Overdue Policy section with the Payment policy section and created a single section called "Renewal and Payment policy"

2.3 5th July 2011

Reorganised the Support policy to be simple to navigate. Arranged all the content into the 3 core service delivery areas, with a Terms and Conditions.

2.2 13th June 2011

Added a section "Onsite training and/or Custom training schedule" in the Training topic.

2.1 17th April 2011

Added an item in L2 reconfiguration charges "Server rebuild without a backup available" to consider additional effort by our team to manually reconfigure the server afresh.

2.0 8th April 2011

Added a section "Audit and license regularization policy".

1.9 22nd February 2011

Added a section "Payment Policy" and a sub section under Software Renewal Policy for "Renewal overdue policy".

1.8 18th February 2011

Added a section "Charges for emergency support" under "Charges for L2 activities"

1.7 3rd February 2011

Added an item in L2 reconfiguration charges "Any unlisted extra activity"

1.6 2nd February 2011

Added an item in L2 reconfiguration charges "Introduction of a relay server"

1.5 27th January 2011

Added an item in L2 reconfiguration charges "Changing ISP in a ISP+Gateway setup"

1.4 25th January 2011

Added an item in L2 reconfiguration charges "Changing IP address of a gateway attached to an ISP/MEM XF"

1.3 16th December 2010

Moved migration items from L2 to L4.

1.2 7th December 2010

Introduced a section for charges pertaining to L4 activities.

Clarified MEM and site domain configuration efforts and charges.

1.1 6th December 2010

Introduced an additional item in the L2 activities for Sudo deployment and configuration.

Note that the scope, items and charges in L2 activities are subject to change with prior notice to customers.

1.0 26th October 2010

Reviewed the Support policy for outdated content.

Clarified and enlisted charges for L2 activities

Definition of Terms

Mithi Connect Server or Connect XF means the application and services provided by the package as defined below:

  • Directory
  • E-mail (via some or all of POP3, IMAP, SMTP, HTTP)
  • Web mail client
  • Calendar server accessible via the web client or a CALDav compliant client
  • SMS to email and Email to SMS
  • Chat and Instant messaging service
  • Address books (Global, personal and corporate directory).
  • Server and application management via GUI or command line programs.
  • User level properties such as Quota, forwards, etc.
  • Server side Virus scanning for incoming and outgoing mail.
  • Server side Spam filtering for incoming and outgoing mail.
  • Integrated firewall for the email server.
  • Email archiving
  • Integration with external directories
  • Lotus/Exchange extension.
  • Availability solutions
  • Documentation for the above.

'Calendar is the open-source calendar from the Bedework community. Although the calendar is bundled and installed with the product, it comes on an as is where is basis with minimum integration being done with the product to achieve single sign on, backup etc. Mithi does not take responsibility for training users on the use of the calendar, or troubleshooting any problems in it.

System administrator is the person or the group of people responsible for the installation, configuration, monitoring etc of the servers at the site where the software is to be installed.

Incident is all the correspondence of the system administrator with the Mithi Customer Care staff to resolve an issue. An incident is opened when the system administrator registers a problem and is closed upon resolution of the same. The incident is also closed when the resolution of the same lies outside the scope of the support provided by the Support Policy.

Complementary services are all services, which may include hardware and network set-up requirements to ensure proper functioning of the mail server. These include but are not limited to DNS, NATing, router setting, procuring static IP etc.

Evaluation or POC means the period between installing MCS for trial purpose and paying the registration fee for Mithi Connect Server. The period of evaluation may not exceed 30 days. POCs are self done by the customer. They may refer to self help tools from our site to avail of any support. If during the course of a POC, you would need to interact with our team members or would like to discuss the requirements etc, please send a mail to websales@mithi.com so our team can contact you.

Licensed means to have submitted and paid the registration/subscription fee to Mithi or to have an equivalent agreement with Mithi for use of Mithi Connect Server.

Installation means the period between initially installing MCS on a computer (which meets the minimum environmental, hardware and software requirements of the product) to the point where the functionality as reasonably represented in the respective product manual is operational.

Migration means the process of moving from an alternate vendors mail server product to MCS. This covers mail-store, user and address book migration present on the server. Migration services are limited to the data on the mail server and do not include the migration of data on the end users desktops.

Configuration is the term covering all the settings/tasks covered by the system administrator. These include but are not limited to settings for hosting the required domain, adding/deleting users, setting user properties etc. The configuration tasks may be done on the server or the desktop email clients.

Defect means any undesirable facet of the MCS application that would require changes to the product documentation or to the functionality or behaviour of the product itself as documented in the respective product manual. A defect can further be classified into a Mithi Connect Server defect or a defect in the underlying OSS (open source software), OS (Operating System) or hardware. While Mithi will provide upgrades/patches for the defects in Mithi Connect Server in reasonable time, it cannot guarantee resolution of the defects in the OSS, OS or hardware components of the mail server set-up. Mithi will try and ensure that the hardware, OS and OSS components recommended by it are validated and tested for defect free functioning with Mithi Connect Server.

Software Update A newer version of the software that remedies a defect reported in the software

Software Upgrade means newer versions of the Product with new or substantially improved features, which may include changes to the underlying OSS components.

Next Generation Release means a newer version of the software that may have newer user interface and/or system architecture.

User Support covers the support/training required by the end users for effective and correct use of the system. It also involves handling user grievances and managing the scheduled down times for upgrades and any routine maintenance tasks. You may note that Mithi does not provide direct support or training to your end users. We can at best provide documentation, support and training to your internal IT team, which will equip them to handle end user support requests.

Administrator Training refers to the remote training Mithi provides to your IT team to help them effectively manage the setup and also equip them to train the end users. You may note that Mithi does not provide direct support or training to your end users. You may also note that the training which Mithi provides will be over a remote virtual session only and is provided as an exception in situations where your IT team needs more help than that provided by the online documentation and videos. Mithi does not do any onsite training.

Reports means the usage statistics and related data for the messaging system. The reports include mail delivery reports, web mail client usage report, configuration reports, event logs etc.

Outages means a loss of messaging service and application as defined by Mithi Connect Server. Outages can be caused due to various factors such as Hardware failure, OS failure, Internet connectivity loss, Network failure, service failure,and in-accessible web applications.

Recovery from outages means re-starting the services and applications of Mithi Connect Server. The recovery process may include, using the available configuration and mail-store backups to restore the system after a system crash.

Monitoring means reviewing the server resources to ensure that the essential services are up and that the resource usage is not exceeding threshold limits. Monitoring is required to ensure the system is functioning within the defined limits. [ Feature requests are request for additional messaging services, applications and/or features to Mithi Connect Server.

Performance tuning are all the programs, settings and configurations relating to enhancing the performance or response time of the messaging services and applications.

Hardware upgrades include the upgrade of the hardware hosting Mithi Connect Server.

Solution upgrades include reconfiguring MCS from an Internet mail server to mail gateway and vice versa, adding additional gateway servers, adding a Disaster recovery, relay server etc.

Server maintenance covers system administrator tasks such as making disk space, taking backups, changes to the configurations etc., to accommodate changes in the usage patterns.

Third-party software integration includes but is not limited to integration with spam/virus control software, integration with ERP applications and other services such as Instant Messaging etc.

Services running on the MCS server Mithi Connect Server provides services essential for mailing. These include the following:

  • SMTP
  • POP/POPS
  • IMAP/IMAPS
  • LDAP
  • HTTP/HTTPS
  • Anti-virus
  • Anti-Spam
  • IM / Chat
  • CalDAV

Mithi Connect Server does not provide other services such as Proxy, FTP, DHCP, File Sharing, Print services etc.

FM is facilities management. This includes all the services related to maintenance and management of the mail or IT infrastructure.

Customer is a buyer of our software, specifically the IT team of the customer's organisation. This may also include a partner's FM team who provides the facilities management services to the customer. They are Mithi's customer within the subscription period and as long as they renew the subscription.

Partner is a system integrator organisation who provides services FM services to our customers.

Self Help Customer may use the training provided and the available resources from Mithi to perform the desired maintenance task using their internal resources. Resources available to the customer include

  • Training
  • Custom Operations Guide
  • Product literature
  • Forums & Blogs
  • Trouble shooting documentation
  • FAQs
  • Process documents and templates
  • Test plans

Ticket is an issue which is reported and stored in Mithi's helpdesk system. A ticket can be opened by sending a mail to support@mithi.com. All interaction on the ticket can happen by simply replying to the ticket email and retaining the ticket number in the subject.

Site readiness is a process prescribed by Mithi to prepare the servers, network and other environmental factors to enable the deployment of Connect XF.

Service helpdesk issues These are issues related to misbehaviour or queries related to the normal functioning of the already deployed system. This might include help with simple problems or general "how-to" questions and serious problems like server crashes etc. Some examples of such incidents are:

  • How to
  • Troubleshooting
    • Reports of missing mail
    • Reports of mail delays
  • Handling emergencies
    • Server crash
    • Not able to access mail server
  • Preventive Maintenance
    • Server audits

Reconfigurations and Upgrades These are additional support/service activities which are taken on the request of the customer and are charged extra. This team schedules requests for re-configuring the setup, plans for these changes, discusses this with the customer and executes the changes. When you request for any of these activities, our support team will revert with the charges for your approval. Once you approve and pay the charges, our team will perform this activity for you. Some samples for Reconfiguration & upgrade issues are:

  • Upgrading the version of the software
  • Migrating the software across hardware
  • Attaching a DR server
  • Server rebuild

Fresh deployments and migrations This team performs fresh deployments and major migrations (across product generations e.g. Mithi Connect Server XD to Connect XF).

License Manager A software component in the application which restricts the usage of the software based on a License Key. The restriction is done on 2 counts viz. Number of users and Time.

License Key This is an encrypted key which is provided by Mithi to activate the subscription. This will contain the details of the customer's order viz. number of licensed users and the duration of the subscription. Once the number of users exceeds the limit set by the key, the administrator wont be able to add more users, unless he purchases a new key from Mithi with the additional users as part of the key. Similarly when the subscription period expires, the administrator wont be able to perform any changes to the server. The end user functions will be unrestricted.

Maintenance and Management issues - Severity definitions Note: This doesn't apply to Reconfiguration, Upgrade, Deployment and Migration tickets/issues.

Severity Description
Severity Level 1

(S1-Show stopper)

Critical Service Outage

A production service is down and no workaround is immediately available.

A critical production service – such as mail access and mail delivery is down or not responding and cannot be stabilized or restarted. Your business operations have been severely disrupted. More than 50% of users on a platform or server are affected. May not be used in the case of a new installation, a test server or platform, or where no production users are on the system.

Severity 1 support requires you to have dedicated resources available to work on the issue on an ongoing basis during your contractual hours. In the case that the customer cannot continue to work on the issue with Mithi or its Associats, the case Severity Level may be reduced to a S2.

A service outage does not include the loss of connectivity or access for a single or relatively small subset of users, and a service outage should only be filed on cases thought to be problems with the server or service. S1s cannot be filed on a case thought to be a problem in a messaging user agent or client such as Baya, Thunderbird, Outlook, iPhone, etc.

Severity Level 2

(S2-Major Functionality impaired)

Major functionality is severely impaired.

Operations can continue in a restricted fashion, although long-term productivity might be adversely affected. A major milestone is at risk. Ongoing and incremental installations are affected. A temporary workaround is available.

Severity Level 3

(S3-Minor Functionality impaired)

Minor functionality is impaired.

Minor functionality not working – workaround available. Partial, non-critical loss of functionality of the software.

Impaired operations of some components, but allows the user to continue using the software. Initial installation milestones are at minimal risk.

Severity Level 4

(S4-General usage questions)

General Usage Questions

  • Cosmetic issues, including errors in the documentation.
  • General configuration or use questions.
  • Enhancement requests.

Note: Cases initially opened via email will be assigned a Severity Level of Sev-4.

Services available from Mithi

Fresh Installations and Migrations

The software may be shipped to the customer location via courier or may be downloaded from Mithi's download center and it is up-to the customer to install and configure the software as per instructions provided in the accompanying documentation. Mithi will provide support to assist in the setup and configuration of the software via its service desk.

If the customer so desires, support engineers of Mithi or Mithi's associate would help the Customer to carry out the installation of the software remotely at an extra cost as mentioned in the Investment proposal.

The deployment team at Mithi will do the following kinds of deployments

  • Fresh deployments of Connect XF
  • Migrations from existing third party email solutions to Connect XF. The scope for this is discussed and worked out as part of the feasibility study.
  • Migrations from the existing Mithi Connect Server XD platform to Connect XF. This requires a process of deploying Connect XF on parallel hardware, translating the data from Mithi Connect Server XD to Connect XF formats and taking it live.

The Process of installation constitutes

  • Deployment planning
  • Site readiness
  • Servers' Installation planning
  • Servers' configuration planning
  • Creation of the Operations guide with setup information and mail flow
  • Training the customer's IT team
  • Servers' installation and configuration
  • Testing, Audit and review of the setup
  • Go live
  • Monitor and Observe

These are additional services and are charged extra. When you request for any of these migration activities, our support team will revert with the charges for your approval. Once you approve and pay the charges, our team will perform this activity for you.

Service Desk for Maintenance & Management

There are three support options to avail from. The three support options are applicable to licensed users of Mithi Connect Server. These are Assurance, Privilege and Priority. For Evaluation, the option available is Assurance support.

While Assurance support is suitable for installations of Mithi Connect Server as a email-gateway which receives mail from an ISP server, Mithi recommends the Privilege or Priority support for any organization having their own in-house Internet mail server. Priority support is especially suitable for those organizations for which e-mail is mission critical.

Though the support available for all is same, the response time, communication methods and maximum number of incidents for each type is different.

Once the system is setup and running, Mithi prescribes a daily monitoring process which should be established by the IT team of the customer. Its crucial to have this in place to maintain the server's health and keep it running smoothly. This can prevent problems related to disk getting full or queues growing too large (possibly due to a spam attack), DDOS attacks and so on. If any such "preventable" incident is reported to our help desk for support, we would be charging a nominal service fee for this effort of working on these issues. Please note that this activity is performed remotely only. Our team will work from our support center and perform the activity by securely accessing the servers remotely.

The charges will be informed you by our support team when you raise this issue and we will work only after your approval of the same.

Reconfiguration and Upgrades

This team of Mithi is involved in helping the customer perform changes to the existing Connect Server setup. The customer would raise a ticket in the helpdesk system stating the request clearly and also if the customer just needs help or would like our team to perform the change. Our team can support by pointing to relevant documents and steps to perform the change. If you would like Mithi to perform the activity, we consider these as additional services and would be charged extra. Our team will tell you of the charges and wait for your approval before proceeding. Once the payment is received, the activity would be scheduled and executed using a CMR (Change Managemen request) form. All interaction for this activity would happen around the ticket then.

Self evaluation/Online Trial

https://www.mithi.com/solutions-cloudemail-mithiskyconnect.html

Services policies

The following table describes the various services that can be utilised by our customers' internal IT teams or the partners who may be providing FM (Facilities manaement) services to our customers. Mithi treats the internal IT team of a customer or the partner's FM team as the customer.

Support Incident Process

Mithi is committed to resolving customer problems quickly and professionally.

When you contact Mithi:

  • Every service request is logged into the Help desk system and is accessible to all Service Team members.
  • The Services Team assigns case priority based, in part, on the Severity Level that you indicate or we analyse
  • After reasonable troubleshooting, an unresolved case will be escalated to Engineering directly for resolution.

Note:

  • Enhancement and bug requests also funnel in through the same ticketing process. Typical resolution for enhancements will be bugs filed with Engineering who will work with the Support team to provide target release dates.
  • Cases initially opened via email will be assigned a Severity Level of Sev-4.

Services structure

Activity Maintenance and Management Reconfigurations and Upgrades Fresh deployments and migrations
L0 - Self Help

Customer may use the Self Help tools provided by Mithi to perform the desired maintenance task using their internal resources.

Customer may use the Self Help tools provided by Mithi to perform the desired reconfiguration and upgrade task using their internal resources.

Customer may use the Self Help tools provided by Mithi to perform the desired deployment and migration activity using their internal resources. If not the entire activity, the customer has to at least ensure that the Site is ready as per specifications provided by Mithi.

L1 - Service Desk

Customer may open a ticket in Mithi's helpdesk system to report an issue or query regarding their running setup. The response time is decided by the incident type and support type included in the subscription. Refer to table below for more details on response time.

The charges for this are included in subscription

Customer may open a ticket in Mithi's helpdesk system to request Mithi team to perform the activity or help the customer's team to perform the activity.

If the customer would like Mithi's team to perform the activity, the activity would be charged separately.

If the customer is performing the activity on their own and would need help from Mithi, that wont be charged. Please note that in this condition, Mithi would point the customer to appropriate documentation resources or provide steps only.

Customer may open a ticket in Mithi's helpdesk system, to request Mithi team to perform the activity or help the customer's team to perform the activity.

If the customer would like Mithi's team to perform the activity, the activity would be charged separately.

If the customer is performing the activity on their own and would need help from Mithi, that wont be charged. Please note that in this condition, Mithi would point the customer to appropriate documentation resources or provide steps only.

L2 - Escalations

If the issue is not being resolved in a timely manner or in a satisfactory way, either the customer or Mithi's L1 support staff, may escalate the issue to an L2 support manager (Mithi senior person). The escalation matrix is provided below in a separate table.

If the reconfiguration activity is not being performed in a timely manner or in a satisfactory way, either the customer or Mithi's L1 support staff, may escalate the issue to an L2 support manager (Mithi senior person). The escalation matrix is provided below in a separate table.

If the fresh deployment or migration activity is not being performed in a timely manner or in a satisfactory way, either the customer or Mithi's L1 support staff, may escalate the issue to an L2 support manager (Mithi senior person). The escalation matrix is provided below in a separate table.

L3 - Escalations

If the issue has been reviewed by an L2 support manager and needs intervention by the product team, it is internally escalated to the Service delivery Manager (L3) who inturn will review the ticket and escalate it to the product team for a resolution. Meanwhile the support team will try and provide a work around or first aid to keep the system running smoothly.

If the issue has been reviewed by an L2 support manager and needs intervention by the product team, it is internally escalated to the Service delivery Manager (L3) who inturn will review the ticket and escalate it to the product team for a resolution. Meanwhile the support team will try and provide a work around or first aid to keep the system running smoothly.

If the issue has been reviewed by an L2 support manager and needs intervention by the product team, it is internally escalated to the Service delivery Manager (L3) who inturn will review the ticket and escalate it to the product team for a resolution. Meanwhile the support team will try and provide a work around or first aid to keep the system running smoothly.

Escalation Matrix for Helpdesk tickets

Please use this information to contact the concerned people after you have opened tickets and have monitored the ticket for a response.

Level Name Designation Coordinates
L3 escalation Anita Joshi Head - Services

anita@mithi.com

+91 20 67043444

+ 91 88888 02428

L2 escalation Kalpak Garud Level 2 Support Manager

kalpak@mithi.com

+91 20 67043410

+91 77740 58605

24/7 Helpline Carried in rotation Contact only in case of outage

+91 98224 07208

L1 service desk Help desk Support staff

support@mithi.com

+91 20 67043430

+91 73508 46100

Support Packages

Support Option Response time for S1 issues (&) Response time for S2, S3, S4 issues (&) Help desk (++) Phone (++) Chat (++) Working hours(%)
POC, Trial, Evaluation NA NA No No No NA
Assurance 4 hours Same working days Yes No No

Monday-Friday 8.00 a.m. - 8.00 p.m.

Saturday. 9.00 a.m. - 6.00 p.m.

Privilege 2 hours Same working day Yes No No

Monday-Friday 8.00 a.m. - 8.00 p.m.

Saturday 9.00 a.m. - 6.00 p.m.

Priority 1 hour Same working day Yes 24/7/365 (mobile) for Outages only Yes (initiated by Mithi)

Monday-Friday 8.00 a.m. - 8.00 p.m.

Saturday 9.00 a.m. - 6.00 p.m.

24/7/365 (mobile) for outages only

Note

++ Please note that all issues must be reported via the helpdesk by sending a mail to support@mithi.com. Phone is available to Priority customers and that too only for escalation, outages and when the Mithi Customer Care team has requested the customer to come online to resolve incidences. In case a problem is reported via phone, the response for the incidence will still be in the specified time.

& The target "Response" time included here should not be confused with a "Resolution" time. Resolution for a complex technical problem may require significantly more time than the targets set for Response. The Response targets are measured on the initial response after the case has been submitted as a case. Its worthwhile to note that its not really possible to provide a resolution time since that will depend on the complexity of the problem reported. If the problem reported requires a product upgrade, then the resolution time will synchronize with the delivery or release date of the product or hot fix. If the issue requires work by our services team e.g. rebuilding a server or changing the configuration, we can only assure you that the service team will consistently work on it until the case is closed.

% Public holidays exempted & Reconfiguration and Deployment teams don't work on weekends.

Support not available

The following table summarizes what Mithi services team will not do.

Activity Support availability
Server configuration such as user addition /deletion, configuring services No
Server monitoring No
End User support or training No

Remote Support & Onsite visits

Support will be provided for all incidences via helpdesk, email, phone or chat or via secure login to the customers server. This is the most efficient and quickest way to be virtually on your setup and with the entire team backup from Mithi.

Any activities such as server restart, OS re-install, etc., which cannot be performed remotely, will be performed by the customers in-house system administrators. Mithi Customer care engineers will be available to guide them through the process.

If a Mithi Customer Care staff is required to travel to the customers site for the resolution of any incident it will attract additional charges. Our support staff would inform you of the charges and wait for your approval before coming onsite.

Support Status

At all levels, our customer care team will continuously keep you updated on the status of the pending problem via the helpdesk (or in some cases via a call)

Training

Mithi would provide basic training and detailed documentation, either directly or through its associates, in installation, maintenance and trouble-shooting of the solution to the developers and IT support engineers of the Customer so that they become well versed with the system and would be in a position to handle all technical issues and end user queries on their own. It is highly recommended that the technical personnel involved in the software project be present for the entire period of the training.

This training will be conducted remotely only and is available only to the customer's IT teams. Mithi does not train customer's end users directly. Mithi does not travel onsite to conduct trainings.

Software Renewal Policy

Since Mithi is a product company, we continuously research new technologies and applications and work on bringing these findings to our customers by launching new editions of our product and also maintaining the existing editions of our product. Mithi continually releases:

Updates: These are enhancements and defect fixes related to the currently released edition of the product. These are uploaded on our download center and are available to our customers to update their setups. The frequency of these is not pre-decided, and is dependent on the issues faced by customers and/or any specific security fix to be applied and/or any small enhancement which can be easily applied to the setups. These typically require only service restarts and therefore near zero downtime or disruption. If the update needs physical shipment then they would be given at cost i.e. material cost and distribution overheads.

These are available to our Subscription, AMC customers and customers of our open source edition, Connect Xf Express at no extra cost

Upgrades: These are major enhancements to the currently released edition of the product. These contain new features, major component changes, and solved defects. The frequency of this is typically once a quarter (every 3 months). These are uploaded on our download center and are available to our customers to update their setups. Mithi alerts its customers via mailers and if the customer chooses, our team helps them perform the upgrade on their setup.

These are available to our Subscription, AMC customers and customers of our open source edition, Connect Xf Express at no extra cost

New Editions: These are architectural changes in the product coupled with major enhancements to the back end and application interfaces. These are typically released once every 3 to 5 years. After a new edition is released, Mithi will encourage all its customers to change over to the new edition/platform to benefit from all the research and development done in the product. After the release of the new edition, Mithi would taper off new developments in the older edition and continue supporting it for a period of 3 years from the release date of the new edition. This means each product edition release has a life of about 7-8 years totally.

These are available only to our subscription customers at no extra cost. In all likelihood, Mithi would also release the new edition in the open source edition, Connect Xf Express and this would be available to these customers at no extra cost. AMC customers would need to purchase the new edition at a one time cost and then continue AMC for subsequent years.

The following table highlights the differences in services available for the AMC (Annual maintenance contract) model and subscription model.

AMC Subscription
Subscription type - Startup/Cruise/Endurance/Endeavor/Enterprise/Mission Critical
Support type Assurance/Privilege/Priority Assurance/Privilege/Priority
Updates (Hot fixes)

Included

Included
Upgrades (Service packs) Included Included
Next Generation Software At additional charge Included
Knowledge base (Wiki) Available Available
Remote Administrator training Available Included
Solution Upgrade Additional charge for remote and onsite support Additional charge for remote and onsite support
Quarterly audit of the setup Not available Available

Remote server access disclaimer and privacy policy

In certain situations it is beneficial to allow the Mithi Customer care engineers access to your server remotely, so that they can troubleshoot and fix problems. Since the customer care team is assisted by the entire team locally (other customer care engineers, solutions team and the product development team), this becomes a very effective model for support. This can help to resolve problems quickly, effectively and with quality. Please note that although all possible care is taken while working on the customers servers with strict reviews being done by the Customer Care manager, Mithi does not assume any responsibility for any liability, which may arise out of such action directly or indirectly. During the course of the work on the remote server, it may be required for our engineers to view configuration files, databases and maybe even mail content. Please note that this is only for diagnosing the problem and fixing the issue. Mithi will maintain strict confidentiality of this data and will not use this data or share it with anybody else.

Though Mithi will restrain from logging in to any customers server, in case of any un-avoidable circumstance when a remote login is required, please follow the following guidelines:

  • Remote login should not be given via SSH access to the server.
  • Remote access can be given via a desktop on the LAN using a service such as logmein.com. These sites allow you to enable remote login to a Windows PC. Briefly, the remote access will work as follows:
    • The clients system administrator allows remote login to a PC on the LAN.
    • This PC can connect to the MCS server using putty.
    • The system administrator logs into the MCS server using SSH access. Please note, this has to be done by the system administrator, ensuring that he does not have to share the MCS server password with the Mithi support team.
    • Mithi Customer care logs into the remote PC and to the MCS server via the open putty connection to the server.
  • Using such an access, the system administrator can observe all the activity being done on the server.
  • Disallow access after the incidence is over.
  • Do not allow overnight access.
  • Access to be given only if requested by authorized people from Mithi.

We also urge you to put in a password policy for the Mithi Connect servers as follows:

  • Do not share the Linux server passwords with anyone.
  • Change passwords regularly.
  • Keep the password complicated. Avoid using the following in any form: mithi, mithiconnect, mcs, mailjol, redhat, password
  • If any Mithi engineer visits you site for maintenance please ensure that the passwords are not shared.

Remote access to user clients - policy

Sometimes we come across situations where the end users are facing some challenges with their clients (email clients, chat clients, calendar clients, browsers etc) and even though we attempt to support these situations via instructions provided remotely, in some rare occasions we may need to suggest that the customer allows us to access the client's PC remotely so we can get a first hand view of the problem faced by the user. This is typically done using some screen sharing software like AmyAdmin or GotoMeeting, etc.

While we will make all possible attempts to avoid this, for some chronic situations, it may still be required to do this. For all such situations, please take note of the following policies governing this access.

  • It is upto the customer to ensure privacy of the data residing on the client PC. We advice that the user or administrator always be available and looking at the PC to audit what all our operators are doing. Please DO NOT leave the PC unattended while a remote investigation is in progress.
  • We advice and require that all applications and all windows on the PC, except the client application being investigated, be switched off.
  • We require that during the investigation, the user should not be doing any operation on the PC whatsoever. If the user needs the PC urgently, we would log off the session and continue at a later time.
  • Mithi will not entertain any complaints of any kind related to privacy violation since this exercise is to be conducted in mutual agreement, at a mutually convenient time and when both parties are working on the PC together.

Server uptime and recovery

Though it is our endeavor to ensure high availability of the email service through product features, solutions and services which handle all the known cases of failure, it is important to note that we cannot guard the system against any unknown cases such as new virus, worms, hackers etc. In case of a service outage, Mithi Customer care will endeavor to ensure the shortest downtime. Some of the reasons the email service can be inaccessible are as follows:

  • Hardware failure.
  • OS failure.
  • Internet Connectivity loss.
  • Network failure.
  • Service stopped.
  • Applications/Web mail inaccessible.
  • Virus attacks.
  • Spam attacks.
  • DOS attacks.
  • Intrusions/hack into the server.
  • System mis-configuration.
  • DNS failures.
  • etc.

In order to aid us in helping you quickly recover from a system crash, your IT team has to ensure that the following are available:

  • Recommended hardware.
  • Complete configuration information.
  • A recent working backup.
  • The OS kickstart CD and the OS DVD
  • An effective disaster recovery procedure.
  • Fast access to support resources.
  • Staff availability to perform the restore.

Mithi Customer care will provide the remote support required to recover from a crash. The execution of the recovery process and ensuring hardware, software and backup is the responsibility of the system administrator.

Customization Support

Web based mail client The web mail client is the interface via which most of the users in your organization will access their mail, address books and calendars. Most of the elements of this interface can be customized.


Feature Customization supported
Colour scheme Yes
Layout No
Customer Company Logo Yes
Copyright statements No
Ready links to other URLs Yes
Control Features available via web mail client Yes
Welcome Mail Yes
Privacy Statement Yes
Look and feel of Help No
Home/Login Page Yes
Changing labels No (some are allowed as per documentation in the help)
Error & Status messages No
Product Name, Product Logo, Mithi Name, Mithi Logo No


Web based Server & Domain Administration interfaces The Server and Domain Administration consoles are the web-based interfaces, which the system administrators use to manage the mail servers. Any PC connected to the server via a browser can access these interfaces. Since these interfaces are available only to a select group of users, we do not support customization of these interfaces.

Command Line interfaces Mithi Connect Server can also be managed via shell scripts invoked from the Linux command prompt. Most shell scripts are wrappers over binary logic, which cannot be directly customized on-site. Although manipulating the remaining scripts (which carry logic) is very easy for any Linux user, Mithi advises against customizing these Mithi Connect Server scripts as these changes make cause unwanted behavior in different parts of the system and also all such changes may get lost on any updates/upgrades to the system.

Bounce messages When a mail server rejects or bounces a mail due to reasons such as Real-time Black Hole List, quota overflow, etc., the sender/recipient receives a bounce or a reject message generated by the mail server. People may find the message cryptic and would like to customize the same. Unfortunately these messages cannot be customized as the Mail Transfer Agent (MTA) of the recipient server generates them. In Mithi Connect Server the MTA is an open source component. Mithi refrains from modifying open source components as the flexibility of integrating the latest open source components reduces as the customization of the open source component increases.

Directory Services Mithi Connect Server stores all the directory information pertaining to domains, groups and users in LDAP databases. These databases can be accessed by external applications via Web services. The web services can be accessed via various programming languages such as Java, ASP & HTML. The web services interfaces allow you to perform functions in the following areas:

  • User Management
  • User Options
  • Mail Folder Management
  • Message Management
  • Message Transport

However, these services do not support integration like achieving a single sign-on interface between MCS applications and your own. We also do not support customizing the directory structure like adding fields or modifying the field descriptors (However the MCS directory schema covers around 40 popularly used fields in an enterprise).

Renewal & Payment policy

  • All renewal formalities for subscription/AMC to be completed before the due date for Renewal.
  • The payment for the above, to be remitted on or before the due date for Renewal.
  • Mithi will initiate a reminder regarding a due renewal at least 60 days in advance to provide you with enough notice to work your processes with approvals etc.
  • If for any reason, the Renewal order or Payment thereoff is delayed more than 7 days beyond the renewal due date:
    • Mithi would be suspending support to your organisation which means that you will not be able to 1) Receive a response to tickets raised on our helpdesk, 2) Receive Emergency support during any outage or server failure, 3) Receive a response to phone calls for Emergency support 24/7 (for Priority customers)
    • Mithi would not be refreshing any subscription certificates, which means that you may lose access to the administration interface or may not be able to add users (Click here to learn more about how the Subscription manager works)
  • For all delayed payments, Mithi would charge an interest of 24% annual.

Payment for extra services

  • All extra services are payable fully in advance before any work can commence on it.

Audit and license regularization policy

Mithi reserves the right to carry out quarterly audits on the servers for preventive maintenance and to get a stock of the number of user licenses being used. The customer is requested to cooperate with our staff to enable them to perform this checkup. It will help to regularize licensing and also will help to prevent upcoming problems if any. Any excess use in licenses, will be intimated to the customer via an audit report. The customer is expected to perform the necessary housekeeping and pay for the remaining excess within 15 days of the audit report date.

Onsite training and/or Custom training schedule

If a customer insists and must have an onsite training or a training which is on a different schedule from our regular free monthly trainings, please note the following terms and conditions.

  • Content to be mutually decided by discussion. Content will be only around Connect XF and related services.
  • Maximum participants in a session can be 6
  • Pre-requisites for an Onsite training
    • Linux compatible PCs for each person/pair of people being trained.
    • Over head projector and a PC for the trainer
    • Internet connection to that PC.
    • If the site is out of Pune, customer to arrange for and pay for the lodging and boarding for our trainers. Also travel arrangements to and fro to be made by customer. All these are to be billed to customer on actuals besides the additional cost of the onsite training (not included in the normal support subscription)

Scope of service, miscellaneous points

  • The Mithi Connect Server should be installed on servers, which match or exceed the specifications provided by Mithi in the Technical Proposal and/or the web site. The connectivity and the infrastructure should match or exceed as specified in the technical proposal and/or the web site. These specifications are provided based on extensive tests and calculations using parameters such as number of registered users, mail traffic and mail retention policies. Mithi will be unable to provide support for any issues arising due to inadequate infrastructure.
  • Support will be provided only for issues related to Mithi Connect server software as mentioned in the tables above. Support provided will pertain to issues related to problems, configuration of the software and any How do I ask questions related to the software. Any support to provide integration with existing systems, or developing applications or support in areas of code unrelated to our software is not part of the support policy. Such services if provided will be billed additionally on predetermined hourly rate.
  • Mithi will make all possible attempts to solve your problem within the working day.
  • To get a quick and accurate reply from our engineers, please ensure that you report the problem in as detailed a manner as possible along with supporting information and logs. (Please refer to the section on reporting problems in the online help of the relevant software)
  • To ensure that you get timely support, the customer is requested to submit your problem reports and related details only to the helpdesk at http://helpdesk.mithi.com and not directly to any customer care staff (despite having received a reply from any of our staff directly). This is to ensure that in case the concerned person is unavailable, some other member of the support staff can handle the query.
  • The customer must ensure that a phone instrument and a line are available near the console or the PC from which the administrator would be working.
  • Necessary diagnostic tests and reports will have to be generated by the system administrator and sent to Mithi Customer Care on request of the Mithi Customer Care staff.
  • For evaluation of software you will be provided free support only for 30 days. During this period, Mithi will work to ensure that you can smoothly install and try out the software but will not undertake any special or customized work in the software. These can be suggestions that will be considered in future releases of the software or for your particular order on a case-to-case basis.
  • Mithi would provide post-installation help/support through e-mail and/or telephone directly and only to the customer, and not to its vendors/customers.
  • Support will be given to the technical system administrator of the company and not to the individual users. Support team will always interact with a single point of contact given by the customer. In case of unavailability of first level contact, Mithi will interact with second point of contact for any discussions and confirmation for actions to be taken.

End of Life for Product - Policy

Declared end of life dates for older versions of Mithi Connect Server

  • Mithi Connect Xf - Reduced support after 6 months from date of release of any version.
  • Mithi Connect Xf - No support after 1 year from date of release of any version.
  • Mithi Connect Server XD - No Support from 31st Dec 2012


Reduced Support for the product means:

  1. The code base for this release is out of active maintenance and there may be selective release of patches, hot fixes, other than the ones already released, mainly pertaining to security and reliability of the solution.
  2. Since this technology is already aging, you may get delayed responses to certain types of queries on our helpdesk. Helpdesk for operational and troubleshooting queries. Note however that the responses will essentially be limited to the scope of the software version installed at your site. Note that many a times, certain problems in the older version are resolved in the newer version and it may not be possible to provide solutions for these without an upgrade.
  3. (Recommended) Migrate to the new edition on the latest operating system version and renew the maintenance contract


No Support for the product means:

  1. That there will no support available for the product from that day (declared end of life date) onwards.
  2. "No support" means there will no new release of patches, hot fixes, updates or upgrades other than the ones already released.
  3. The source code branch is closed for further commits and would be archived.
  4. If End of life is declared while your subscription or AMC is active, Mithi will continue to support you operationally until the end of your AMC/Subscription period or part for which the payment has been received. Such support will only include the following:
    1. Access to the Wiki of the discontinued product
    2. Helpdesk for operational and troubleshooting queries. Note however that the responses will essentially be limited to the scope of the software version installed at your site. Note that many a times, certain problems in the older version are resolved in the newer version and it may not be possible to provide solutions for these without an upgrade.
    3. Any defects which are discovered in the product will stay without a resolution in the product. Our team will attempt to provide a workaround.
    4. Rebuilds if only the OS, MCS media of your installed versions and the system backups are available on site. Mithi will not be in position to provide the media for the discontinued product.
  5. For any renewal of subscription or AMC which comes up after the end of life is declared, you have the following options
    1. (Recommended) Migrate to the new edition on the latest operating system version and renew the maintenance contract
    2. Sign up the maintenance contract with Mithi for supporting the old version. Note that the support provided will be only within the scope stated above and only for one year from your renewal date.
    3. You may continue to use the product by supporting it yourself or seek help via our open forums.

End of Life for Product - Policy amendment on 4th Feb 2014

Since some of our customers requested for an extension, we did continue to provide maintenance support for their setups running on Connect XD even beyond 31st Dec 2012.

For all Connect XD customers at this point in time (4th Feb 2013), we would now be bringing the policy into force entirely and will not be in a position to extend the support contract after your contract expiry, if you continue to use Connect XD.

We would like you to note that at the end of your subscription period, you would have the following 2 options: 1. (Recommended) Migrate to the new edition on the latest operating system version and renew the maintenance contract 2. You may continue to use the product by supporting it yourself or seek help via our open forums.

Terms and Conditions for using Mithi Connect Server & Connect XF

Subcription of Software

The software is being provided to the Customer on per server deployment / per named user subscription basis. For deployment for additional named users on additional servers, the Customer has to pay the additional subscription cost. This is controlled by the License Manager and the License key

IPR,CopyRights and Patents

Mithi Software Technologies Pvt. Ltd will own the Intellectual Property Rights (IPR) for the products/services offered herein to the Customer. All copyrights and patents will remain the property of Mithi Software Technologies Pvt. Ltd. the Customer may not: (i) modify or create any derivative works of the software, service or documentation, including translation or localization; (ii) decompile, disassemble, reverse engineer, or otherwise attempt to derive or attempt to derive the source code (iii) encumber, sell, rent, lease, sublicense, or otherwise transfer rights to the product; (iv) remove or alter any trademark, logo, copyright or other proprietary notices, legends, symbols or labels on the Product. For deployment on Linux-based server, the solution (MCS) would consist of Mithi's web client, administrative consoles (GUI and Command line) for configuration and management, packaging (setup, upgrade, uninstall), monitoring system, reporting framework, security framework, integrated with open-source third-party software like mail server (Qmail), web server (Apache), database server (MySql/PostGreSql), , firewall, proxy server and several other open source components.

Use of Public Material

Public Domain materials (e.g., images, text, and programs) may be downloaded or uploaded and may be used for developing applications. The Customer assumes all risks regarding the determination of whether the material is in the public domain and responsibility of using this material rests with the customer.

Disclaimer of Warranties

The warranties including those of merchantability and fitness of the Services, such information and products for a particular purpose are hereby specifically disclaimed.

Limitation of Liability

In no event shall Mithi be liable for any indirect, incidental or consequential damages arising out of or in relation to this Agreement or the use of products/services, including, but not limited to, damages incurred by the Customer, or his clients, resulting from loss of data, due to delays, non deliveries, mis-deliveries or interruptions in Service, regardless of the cause.

Modification of Rules and Regulations

Mithi may change these Rules and Regulations upon fifteen (15) days; notice to Customer, which notice shall be provided by posting such new Rules and Regulations

Force Majeure

Neither party shall be considered in default of its obligations hereunder (except the payment of money, which shall not be excused) if performance of such obligations is prevented or delayed by acts of God or government, war, riots, acts of civil disorder, labour disputes, failure or delay of transportation, or such other causes as are beyond such party's control. Indemnification and Limited Liability

  • In requesting support from Mithi, you hereby reasonably indemnify Mithi from any loss whatsoever resulting from activities that may fall under or be associated with Mithis support program as spelt out in the support policy.

Refund or Claim Policy

If you cancel your services midway with reasonable justification of deficiency of service to the extent that your users are unable to use the service, Mithi may consider refunding the prorata portion of the remaining period of the already paid for services (e.g. if you have paid for a year and you decide to terminate the contract after 6 months, the refund due would be only for the amount for 6 months). In any case, the claim will be limited to a refund not exceeding the customers purchase price for the product or service.

Confidentiality and Privacy

From time to time, Mithi (or any of its agents) may be required to access customer equipment to diagnose or resolve issues.Mithis privacy and non-disclosure policies protect the confidentiality of such material.

No support

Though we strongly advise our customers against enabling any other services on a server hosting Mithi Connect Server as these can compromise the security and the performance of the mailing applications, the customer may configure open source or proprietary software on the server to enable any of these services. The customer has the option to configure the services in-house or with the help of an external consultant.

Subscription start date

The subscription period starts from the date of the PO. Please note that delays caused due to sites not being ready or any delay in initiating the deployment and migration by the customer, would not affect the subscription start date and duration. It should be noted that the Mithi team starts working as soon as the PO is received.