Terms & Conditions

General Terms 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.

Operating Systems and Office related application troubleshooting and support.
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).
Cleaning and uninstalling unnecessary files from desktop/laptops.
Desktop login and basic windows policy problem solving.
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 vacuum cleaner /other appropriate means (Once in a Year or whenever required).
On-Remote Support within 4* Business Hours related to any IT or Online problem.
On-Site Support within 24* Business Hours.
In case of any Hardware repairing issue we will share quotation with customer, and done repairing only after approval from Customer. (New Parts not Included).
Data backup and Data Recovery will not cover in any condition. (User Data or Company Data). Data backup should be taken by user only.

General Terms 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 communicated by proper channel.
Shifting of computers or equipment not covers however reinstallation and reconnecting terminal is covers in contract.

General Assurance to Customers

Confidentiality

Repair and maintenance work would not violate any patent, copyright of any person/entity and confidentiality of the information in the computer system shall be maintained.

Spare Reserves

Uniresources Private Limited shall maintain a pool of various hardware spares/components as reserves to ensure issues to be resolved in time.

Health Records

A health record would be maintained for all equipment under AMC for each incident of malfunctioning, complain logging and solving.

Network Availability

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.
Routine corrective and preventive maintenance of computer systems and its peripherals as specified in the inventory of equipment.
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

Under comprehensive plan, replacement is free of cost only when non-repairable and not in the excluded conditions list.

Includes: SMPS, RAM, HDD, Monitor, Mouse, Keyboard, Power Cable & VGA Cable.
Replaced parts will be equivalent in performance (brand/model may vary).
Cases can be held till equivalent parts are available in case of obsolescence.
In case of replacement, the defective spares covered under Comprehensive contract shall be the property of Uniresources Private Limited.

Not Covered Under AMC

Ribbon, Tape, Ink, Toner cartridges, Mother Boards, Printer and Printer Parts.
Plastic parts (covers, switches, sockets, buttons).
Damage caused by force majeure, surges, high voltages, lightning, or rodents.
Wet, Cracked, Broken, Burned, or dropped devices.
Manhandling or repair tried by unauthorized person.
Cables (LAN Patch, Data), Converters & Add-on cards.
Laptop battery, UPS or UPS batteries.
Company Data and User Data.

Clauses & Service Details

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.

Response Time & Penalties

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

Item / Situation	Penalty
Response time more than 48 hours	1% of contract value per system per non compliance
Repair not done or status not provided beyond 48 hours of time frame negotiated	1% of contract value per system per non compliance

* Terms and conditions applies.
** Subject to AMC plan.
Maintain spares stock onsite or off-site is the sole decision of Uniresources Private Limited. Workspace with necessary power and data points availability for onsite maintenance job is the customer’s responsibility.