With Part AMC:
In with part AMC, the cost of spare parts, replacement, and repairing cost will be collected from the Customer. This usually means only Service.

• Operating Systems and Office related application troubleshooting and support.
• Installing operating systems, configuration of drivers, update latest patches and latest Windows Service Pack and other OEM based software. (CD and license would be provided by Customer).
• Cleaning and uninstalling unnecessary files from desktop/laptops.
• Desktop login and basic windows policy problem-solving (VRM not responsible for DATA).
• Updating new software application (CD and license would be provided by Customer).
• On-site Helpdesk Escalation of the critical issues to appropriate IT supports team. Regular touch with users for their problems.
• Internal cleaning of the equipment using/other appropriate means. Vacuum cleaner (Once in a Year or whenever required).
• On-Remote Support within 8 working Hours related to any IT or Online problem. If IT person not support on that time, if problem resolve or unresolved customer needs to pay the basic charge.
• On-Site Support within 24 to 48 Business Hours for 40km below. Out locations will be addressed in 3 business days.
• Any Hardware repairing issue we will share quotation to the customer, and done repairing only after approval from the Customer.
• Data backup and Data Recovery will not cover in any condition. (User Data or Company Data).
• Data backup should be taken by the 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 the 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 need to share the details immediately.
• Shifting of computers or equipment transport and manpower need to provide, however reinstallation and reconnecting the devices are covered in contract.

Scope of Work for Service:

• Preventive maintenance for the whole computer system shall be done on every 3 months once which shall include external/internal cleaning of the system, running the diagnostics/utilities tool to determine the existing or likelihood fault and their removal.
• When we are planning to visit the site for maintenance 2 days before informed to the IT team. If we couldn't receive any approval from IT team VRM not provide any waiver on contracted amount.
• 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 it's non-repairable excepted conditions matches the "component & conditions" not cover list.
• The equipment parts replaced does not necessarily will be the 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 VRM.

"Component & Conditions" Not Covered Under AMC:

• Ribbon, Tape, Ink, Tonner cartridges.
• Mother Boards, 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. In case of emergency, maintenance may have to be done beyond office hours and even on holidays only by raise request collecting emergency charges based on working hours.
Prior arrangement through proper communication should be worked out in all cases by the Customer.
Normal response time for attending the breakdown event is the next business day. The Customer may charge as follows:
Item Penalty
Response time more than 48 hours site visiting or addressing the problem 1% of contract value per system per non-compliance.
Status not provided beyond 48 hours of the time frame negotiated on the event 1% of contract value per system per non-compliance.

* Terms and conditions apply
** Subject to AMC plan
Maintain spares stock onsite or offsite sole decision of VRM.
Workspace with necessary power and data points availability for onsite maintenance job is the customer’s responsibility.