Scope of Services

Setting Up The Account

  • In case you need assistance in setting up the account and importing masters, you can seek assistance from the support team for a period of 30 days without additional cost
  • You will have to provide the data in the formats specified by Reach Team to avail this services

Support Scope

  • For the duration of this Agreement, Reach Process Outsourcing Pte Ltd offer a support service, with an unlimited number of tickets for bugs and functional questions.
  • This support service does not include support to customize Reach, develop new modules, or perform specific actions on your database on your behalf. (e.g. recording data, or configuring the system for you).
  • To get remedy on any Bug in the Software, you have to raise a complaint through the appropriate channel (email to helpdesk). Reach will look into Customer submissions generally within 2 business days or let you know a timeline for a fix.

Support Service

  • Support issues should be submitted to
  • In case of emergency, you can call our support teams directly for a real time answer.
  • Our support teams work monday to friday, excluding legal holidays every day from 10 AM to 6 PM.
  • No guarantees are provided on the time to qualify or close a support ticket, it's based on our best efforts. But 95% of the tickets are qualified within 2 open days, and 90% of the critical bugs (when a user can not work on the system anymore) are processed within 24 hours.

Service Availability

  • Customer databases are hosted in Amazon data center (AWS). We work with different hosting providers worldwide (and we can switch at anytime), but they always deliver at least 99.9% uptime guarantee. These metrics refer to the availability of the platform itself for all customers. Individual databases may be temporarily unavailable for specific reasons, typically related to the customer's actions, customizations or upgrades.
  • Our data centers are Tier-III certified or equivalent, with N+1 redundancy for power, network and cooling.
  • You can check AWS Terms of service here >>

Backups & Recovery

  • Every database has backups every 3 hours for up to 3 months.
  • Every backup is replicated on 2 different machines in different data centers.
  • Users can download manual excel backups of their live data at any time.


  • All web connections to client instances are protected with state-of-the-art 256-bit SSL encryption. ( Bank level protection).
  • Reach helpdesk staff may sign into your account to access settings related to your support issue. For this they use their own special staff credentials.
  • Firewalls and intrusion countermeasures help prevent unauthorized access.