An annual maintenance contract should make your IT predictable. But AMCs vary widely, and many offices discover what is not covered only when something breaks. Use this checklist before you sign.
Devices covered
The contract should list every covered device by type and quantity: desktops, laptops, printers, servers, network equipment, CCTV and UPS. Ask how new devices are added during the year.
Comprehensive or non-comprehensive
A comprehensive AMC includes most spare parts. A non-comprehensive AMC covers labour and service only. Comprehensive costs more but protects you from large repair bills. Check which parts are excluded, such as batteries, screens, toner and physical damage.
Preventive maintenance
How many preventive visits per year are included, and what happens during each one? Good preventive maintenance includes cleaning, updates, antivirus checks, backup checks and a written report.
Response and resolution time
Ask for response times in writing: how quickly a remote engineer responds, and how quickly someone reaches your office for urgent issues.
Standby devices
If a laptop needs a few days of repair, will you get a standby device? This matters more than most people expect.
Remote support
Most day-to-day problems can be solved remotely in minutes. Check that remote helpdesk support is included and unlimited, or how many calls are allowed.
Reports and documentation
You should receive a record of visits, issues and an up-to-date asset list. This becomes very valuable when you change vendors or plan purchases.
Questions to ask before signing
- Who is my single point of contact?
- What is not covered?
- Can I add or remove devices mid-year?
- What are the charges for work outside the AMC?