Our Annual Maintenance Contracts (AMC) and Service Level Agreements (SLA) are designed to provide institutional-grade reliability for the banking, industrial, and corporate sectors in Bangladesh.

We categorize our agreements based on the severity of the client's needs and the criticality of the hardware being maintained.

1. Annual Maintenance Contract (AMC) Types

We offer two primary contract structures to suit different budget and risk profiles:

• Comprehensive AMC:
  • Inclusions: Covers both Service (Labor) and Spare Parts.
  • Benefit: Ideal for critical infrastructure (like Bank Servers or Fire Panels) where budget predictability is key. If a motherboard or sensor fails, we replace it at no extra cost.

  • Priority-Based Matrix Table Priority Level Definition Response Time Resolution Target P1 - Critical Total system failure (e.g., Main Fire Panel down, Server Crash) 1 - 2 Hours 4 - 8 Hours P2 - High Major function loss (e.g., 50% of CCTV cameras offline) 4 Hours Next Business Day P3 - Medium Minor malfunction (e.g., One biometric reader failing) 8 Hours 2 Business Days P4 - Low General inquiries or non-critical cosmetic repairs 24 Hours 5 Business Days

• Non-Comprehensive AMC:
  • Inclusions: Covers Service (Labor) and Preventive Maintenance only.
  • Benefit: Lower annual fee. Spare parts are billed separately upon failure. Best for non-critical peripherals or newer equipment under manufacturer warranty.

2. Our SLA Tier System (Response & Resolution)

Our SLAs define exactly how fast our technical team will act. We typically follow a Priority-Based Matrix compatible with 2026 Bangladesh corporate standards: