Maintenance Contract
 
The type of Annual Maintenance Contract (AMC) required by any organization depends upon the nature of business and its dependency on the I.T infrastructure. In this customer centric market, response is demanded almost instantaneously which in turn commands information to be available without downtime.

• TYPES OF AMC
• SUPPORT LEVELS
• CALL – BASED SERVICE
• DISASTER RECOVERY SYSTEM
A) TYPES OF AMC
 

Please Note: The term ‘Modeling’ includes the following:

  1. A complete site-survey covering hardware, software and application
  2. The site-survey will be translated into a complete schematic / block diagram with nomenclature / labelling
  3. If any re-engineering is required, it will be recommended
  4. A preventive maintenance

 
1 All Based Modeling
No preventive maintenance
Call-based support
Charges: 3% of H/W + per call
2 Limited Calls Modeling
Quarterly preventive maintenance
Limited call-based support
Extra calls charges
Charges: 3% of H/W + fixed call per month


3 Unlimited Calls Modeling
Quarterly preventive maintenance
Unlimited call-based support
Warranty support
Charges: 10% - 15% for 8 hrs x 5 days
15% - 20% for 24 hrs x 7 days


4 Resident Engineer Modeling
Resident Engineer deployed
Back-up Engineer available
Warranty support
Charges: Level of support required


5 Help Desk Modeling
System Introduced (hardware/software)
Engineer/technician team deployed
Back-up team available
Warranty support
Charges: Level of system required


 
OPTIONS:

    All the above AMC include the following as an option:

        1. Spare parts                          - for cost value
        2. Back-up / Service Units         - for 30% of the cost
        3. 08 hours X 5 days                 - on regular charges
        4. 24 hours X 7 days                 - for addition 4-5%
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B) SUPPORT LEVELS


LEVEL RESPONSIBILITY
LEVEL 0

     Administration

     Call receive
     Call allocation
     Call follow-up
LEVEL 1

     Technician
     Cabling
     Computer
     Printer
     Hubs
LEVEL 2

     Engineer
     Server
     Hub
     Switch
     Routers
     Network Management


LEVEL 3

     Sr. Engineer
     Switch
     Routers
     Connectivity
     Network Design
     Network Analysis


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C) CALL – BASED SERVICE
 
Price Chart   Currency: AED
  Consultant Engineer Technician
  1st hour Next hour 1st hour Next hour 1st hour Next hour
Zone-1: 50 km 300 200 200 100 100 50
Zone-2: 100 km 400 200 300 100 200 50
Zone-3: 150 km 500 200 400 100 300 50
 
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D) DISASTER RECOVERY SYSTEM

1. Stand-by

    A complete back-up of the core networking devices are maintained in our inventory, and dedicated for the customer only. Any hardware/software upgrade on site will be reflected in the inventory.

    In case of a disaster, the hardware/software will be replaced on an immediate bases.

    This reduces the Down Time to 1 – 2 hours.

    Charges: Cost hardware + 8% depending on the level of support required


2. On-Line

    A complete back-up of the core networking device is replicated on another site at least 40 km apart. The devices are interconnected, powered-up, and given two WAN     links – one to the primary site and second to the PTT.

    In case of disaster, the secondary link takes over automatically.

    This ensures Zero – Down Time

    Charges: Cost of hardware + 12% depending on the level of support required.
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