GENERAL TERMS AND CONDITIONS FOR NON-COMPREHENSIVE AMC

In Non-Comprehensive AMC, the cost of spare parts, replacement and Repairing Cost will be borne by the Customer. This usually means only Service.

1. Operating Systems and Office related application trouble shooting and support.
2. Installing operating systems, configuration of driver, update latest patches and latest Windows Service Pack and other OEM based software. (CD and license would be provided by Customer)
3. Cleaning and uninstalling unnecessary files from desktop/laptops.
4. Desktop login and basic windows policy problem solving.
5. Updating new software application (CD and license would be provided by Customer)
6. On-site Helpdesk Escalation of the critical issues to appropriate IT supports team. Regular touch with users for their problems.
7. Internal cleaning of the equipment using /other appropriate means. vacuum cleaner (Once in a Year or whenever required)
8. On-Remote Support within 4* Business Hours related to any IT or Online problem.
9. On-Site Support within 24* Business Hours.
10. However we in case of any Hardware repairing issue we will share quotation with customer, and done repairing only after approval from Customer.
11. New Parts not Included.
12. Data backup and Data Recovery will not cover in any condition. (User Data or Company Data).
13. Data backup should be taken by user only. (In case of System Formatting or any other condition).

GENERAL TERMS AND CONDITIONS FOR COMPREHENSIVE AMC 

• Service tax will be paid extra as applicable.
• Under warranty Spare part would be subject to deal direct between client and manufacturer
• OS and Software will be provided by customers with relevant License and SOP
• Data loss and Data backup will not cover in contract (User Data or Company Data)
• Updating and Changing in Inventory of Equipment under AMC have to be communicate by proper channel
• Shifting of computers or equipment not covers however reinstallation and reconnecting terminal is covers in contract

GENERAL ASSURANCE TO CUSTOMERS

• Repair and maintenance work would not violate any patent, copy right of any person/entity and confidentiality of the information in the computer system shall be maintained
• The agency shall maintain a pool of various hardware spares/components as reserves to ensure issues to be resolved in time
• A health record would be maintained for all equipment under AMC for each incident of malfunctioning, complain logging and solving
• Ensuring high availability of networks, Identifying LAN faults & getting them resolved

SCOPE OF WORK FOR SERVICE

• Preventive maintenance for the whole computer system shall be done on half yearly basis which shall include external/internal cleaning of the system, running the diagnostics /utilities tool to determine the existing or likelihood fault and their removal.
• Routine corrective and preventive maintenance of computer systems and its peripherals as specified in the inventory of equipment to be covered under AMC
• Diagnosing and resolving the problem according to the severity assigned to it
• Re-installing the OS or latest OS (Provided by Customer)
• Software installation, un-installation, configuration, antivirus software up-gradation to make system/equipment fully functional.
• Installation/Re-installation of essential and productivity S/W (Pre-Listed, with SOP, package provided by customer)
• Resolving breakdowns of the highest priority terminal in minimum time

REPLACEMENT OF PART

• Replacement of part (Include SMPS, RAM, HDD, Monitor, Mouse, Keyboard, Power Cable & VGA Cable only) is available under comprehensive plan free of cost only when its non-repairable excepted conditions matches the “component & conditions” not cover list.
• Replacement of part (Include SMPS, RAM, HDD, Monitor, motherboard,Mouse, Keyboard, Power Cable & VGA Cable only) is not covered in non- comprehensive plan when its non-repairable excepted conditions matches the “component & conditions” not cover list.
• The equipment parts replaced does not necessarily will be same brand, make, model or type but equivalent in performance to existing parts
• In the event of obsolete, non availability and non repairable, cases can be hold till the availability of equivalent capacity or performance parts
• In case of replacement, the defective spares covered under Comprehensive contract shall be the property of Computer Lappi Care 1.

“COMPONENT & CONDITIONS” NOT COVER UNDER AMC

• Ribbon, Tape, Ink, Tonner cartridges
• Mother Boards, Printer and Printer Parts
• Plastic parts such as covers, switches, sockets, platen knob and operation buttons
• Damage caused due to force measure like natural calamities, Electric surges, high voltages & lightening and damage caused by rodent.
• Wet, Crack, Broken, Scratched, Burn, damage due to drop, manhandling or try repair by unauthorized person
• Cables (LAN Patch, Power, Data)
• Converters and any Add on cards Devices (use for performance enhancement)
• Laptop battery
• UPS or UPS batteries
• Company Data and User Data

NETWORK MANAGEMENT:

• Ensuring high availability of networks at all times
• Identifying LAN faults & getting them resolved

CLAUSE

The maintenance shall normally be done during working hours of the customers.  i.e. from 10:00 AM to 05:00 PM. However, in case of emergency, maintenance may have to be done beyond office hours and even on holidays only by raise request.

Prior arrangement through proper communication should be worked out in all cases by the Customer

Normal response time for attending the breakdown event is next business day. The Customer may charge as follows.

* Terms and conditions applies

** Subject to AMC plan

Maintain spares stock onsite or off site sole decision of agency.

Workspace with necessary power and data points availability for onsite maintenance job is customer’s responsibility.

Thanks & Regards

Lappi Care 1