Annual Maintenance Contract

1) Type of AMC Services – List

a. Preventive Maintenance (PM)

• Scheduled health checks (monthly/quarterly)
• Cleaning, firmware/driver updates, patching
• Performance optimization and capacity review
• Backup verification and DR runbook validation

b. Corrective Maintenance (Break-Fix)

• Diagnosis and resolution of hardware/software failures
• Replacement of faulty parts (as per contract—OEM/third-party)
• Escalation to OEM vendors for in-warranty items

c. Remote Support

• Helpdesk L1/L2 via phone, email, portal
• Secure remote assistance (with user approval)
• Incident triage and resolution tracking

d. Onsite Support

• Engineer visits for complex faults, deployments, or rollouts
• Scheduled onsite days (as per SLA)

e. Software & Systems Maintenance

• OS patching, antivirus/EDR management, DLP policy updates
• Application updates (agreed scope), license compliance checks
• Monitoring setup and alert tuning (SIEM/NMS, if applicable)

f. Network & Security Maintenance

• Switch/router/firewall configuration backups
• Firewall rule reviews; VPN posture checks
• Wi-Fi health audits; NAC policy validation

g. Asset & Documentation Management

• Inventory updates (hardware/software)
• Configuration baseline and change logs
• Warranty/AMC dashboard and reports

h. Optional Add-ons (if contracted)

• Cloud support (M365, Azure, AWS)
• Backup/DR drills and failover testing
• Endpoint hardening and CIS benchmark alignment
• Security awareness training

2) Agreements & Limitations (Before Offering Service to Customer)

Scope Confirmation

• Detailed asset list with make/model/serial numbers
• Locations covered, business hours, and access protocols
• Supported software versions and configurations

Prerequisites

• Stable power, cooling, and physical access provided by customer
• Valid licenses/subscriptions for all supported software
• Network connectivity for remote support tools (where applicable)

Exclusions / Limitations

• Data recovery beyond standard backup restore (unless included)
• Physical damage, accidents, misuse, liquids, fire, or acts of God
• Unsupported/End-of-Life hardware/software not covered by OEM
• Third‑party costs (OEM parts, shipping) unless explicitly included
• Custom development, new deployments, and major upgrades (unless scoped)

Customer Responsibilities

• Provide timely access and approvals
• Maintain backups and share restore procedures
• Inform us of any changes or third‑party activities that affect scope
• Ensure compliance with safety/security policies for onsite work

Vendor Responsibilities

• Deliver services per SLA; maintain documentation and logs
• Assign qualified engineers; ensure confidentiality and compliance
• Communicate risks, delays, and dependencies proactively

3) Terms and Conditions

Contract Term & Renewal

• AMC term: 12 months (start/end dates defined in Order Form)
• Renewal: 30 days prior to expiry, subject to revised commercials

Service Level Agreements (SLA)

• Response:
  • Critical (P1): 1–2 hours
  • High (P2): 4 hours
  • Medium (P3): 8 business hours
  • Low (P4): Next business day
• Resolution: Best‑effort based on complexity, vendor/OEM support, and parts availability
• Onsite Dispatch: Within 24–48 business hours (as per plan)

Working Hours

• Standard: 9:00–18:00, Monday–Friday (excluding public holidays)
• After‑hours/weekend support available if contracted

Commercials & Payment

• Payment milestones: 50% advance, 50% within 30 days of start; or as agreed
• Taxes extra as applicable; pricing may adjust for market volatility (e.g., RAM costs) with written notice

Change Management

• Changes to scope via approved Change Requests (CR) with impact on time/cost

Confidentiality & Compliance

• Mutual NDA applies; adherence to applicable data protection laws
• No sharing of credentials; access via approved methods only

Termination

• Either party may terminate for breach with 30 days’ notice
• Pro‑rata refunds/charges based on services delivered (as agreed)

4) Do’s

• Do follow documented SOPs, change control, and approval workflows
• Do take configuration backups before changes and verify after
• Do apply security patches and updates per maintenance windows
• Do log all incidents, actions, and resolutions in the ticketing system
• Do use strong authentication (MFA) and least‑privilege accounts
• Do encrypt data at rest and in transit where applicable
• Do validate backups and conduct periodic restore tests
• Do notify stakeholders before/after maintenance with clear impact notes
• Do label and update asset inventory after any change
• Do escalate vendor/OEM cases promptly and track to closure

5) Do Not’s

• Do not perform changes without approvals or outside maintenance windows
• Do not bypass security controls (firewalls, EDR, DLP, NAC)
• Do not use shared or personal accounts for administrative tasks
• Do not store customer data locally or on unauthorized devices
• Do not disclose credentials or sensitive configurations via email/chat
• Do not leave systems unpatched beyond agreed grace periods
• Do not connect unknown USB devices or install unvetted software
• Do not remove or relocate equipment without asset and cable mapping updates
• Do not retain logs, data, or configs post‑contract beyond agreed archival policy

6) Security Points (Mandatory)

Access & Identity

• Enforce MFA for admin and remote access; rotate credentials regularly
• Implement least‑privilege and role‑based access control (RBAC)
• Maintain Privileged Access Management (PAM) for break‑glass accounts

Endpoint & Network Security

• EDR/AV with real‑time protection and weekly signature updates
• Firewall rules reviewed quarterly; change requests documented
• Network segmentation for critical systems; NAC for device compliance
• Secure remote tools (TLS), session recording where required, time‑bound access

Data Protection

• Backups: 3‑2‑1 strategy (3 copies, 2 media, 1 offsite/immutable)
• Encryption (AES‑256 at rest; TLS 1.2+ in transit); key management policy
• DLP policies for email, endpoints, and cloud storage

Monitoring & Incident Response

• Centralized logging (SIEM/NMS); alert thresholds tuned
• Defined IR playbooks: detection → containment → eradication → recovery → post‑mortem
• 24/7 alerting optional; escalation matrix with contacts and SLAs

Compliance & Audits

• Periodic security audits (quarterly/annual) and remediation tracking
• Patch compliance reports and vulnerability scan summaries
• Adherence to customer policies and applicable regulations

Physical Security

• Controlled access to server/network rooms; visitor logs maintained
• Secure cable management, UPS/power conditioning, and environmental monitoring
• Asset tagging and tamper seals where required

7) Service Deliverables & Reporting

• PM checklist reports (monthly/quarterly)
• Incident & resolution summaries (weekly/monthly)
• Asset inventory and warranty status updates (quarterly)
• Security posture report (patch/vuln/backup status)
• Annual review with recommendations and roadmap

8) Acceptance & Contact

• The customer acknowledges the scope, SLAs, and limitations stated herein.
• For escalations: Prashanth R, Email: admin@primesea.in, Ph: 9160884086
• For scheduling: Kranthi R, Email: info@primesea.in, Ph: 9160884086