IT AMC, Managed Support and Maintenance

A single annual contract covering your helpdesk, on-site engineers, preventive maintenance and everything in between.

In short

An IT Annual Maintenance Contract (AMC) is a fixed-fee agreement under which a provider keeps a company's computers, servers, network and peripherals running for a year. ITVEDA's AMC combines a 24x7 helpdesk, remote resolution, scheduled on-site engineer visits, preventive maintenance and a defined response SLA into one predictable annual cost. Comprehensive contracts also include spare parts, so a failed drive or power supply does not become a separate invoice.

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What is included

What IT AMC and support covers

Everything below is in scope as standard. Anything outside it is quoted and approved by you before any work starts.

  • 24x7 helpdesk

    One number and one mailbox for every IT problem, staffed outside office hours for AMC customers.

  • Remote-first resolution

    Most tickets close over a secure remote session in minutes, which is faster for you than waiting for a van.

  • On-site engineer visits

    Scheduled preventive visits plus unscheduled call-outs against the response time in your SLA.

  • Preventive maintenance

    Patching, disk health checks, backup verification, firmware updates, dust and thermal servicing on a fixed calendar.

  • Asset and licence register

    A live inventory of every machine, its warranty date, its licences and its assigned user.

  • Spares under comprehensive AMC

    Drives, RAM, power supplies, keyboards and batteries replaced within the contract rather than quoted separately.

How it works

The delivery process, step by step

Nothing here is a surprise on the day. Each step has a named output, and you sign off before the next one starts.

  1. 1 · IT audit

    In progress

    We inventory every device, licence, network link and backup job before quoting anything.

  2. 2 · Scope and SLA

    Not started

    You choose comprehensive or non-comprehensive cover and the response time that matches your risk.

  3. 3 · Onboarding

    Not started

    Monitoring agents, remote tools and the asset register go in, and your team gets the helpdesk details.

  4. 4 · Steady-state support

    Not started

    Tickets, preventive visits and patch cycles run to the agreed calendar.

  5. 5 · Quarterly review

    Not started

    Ticket trends, ageing hardware and upcoming licence renewals are reviewed with you, in plain language.

What changes

What you actually get out of it

  • IT spend becomes one predictable annual figure

  • Downtime measured against an SLA instead of goodwill

  • Ageing hardware identified before it fails, not after

  • No in-house IT hire needed for a small or mid-sized office

Questions

IT AMC & Support — frequently asked questions

Straight answers, including the cases where the honest answer is that you do not need this service.

What is the difference between a comprehensive and a non-comprehensive AMC?

A non-comprehensive AMC covers labour — engineer time, remote support, diagnostics and preventive maintenance — while replacement parts are billed separately. A comprehensive AMC covers labour and standard spare parts, so a failed drive, power supply or battery is replaced at no additional charge.

How quickly does an engineer reach our office?

The standard SLA is four working hours for a site within our primary service area, with two-hour and next-business-day tiers also available. The response time is written into the contract, not left to best effort.

Is there a minimum number of systems for an AMC?

Contracts start at ten systems. Below that, per-incident and block-hours support is usually better value, and we will say so rather than sell you a contract you do not need.

Does the AMC cover printers, servers and network equipment?

Yes. Desktops, laptops, servers, printers, scanners, switches, routers, firewalls, access points and UPS units can all sit under one contract, which is the point of having a single provider.

What is not covered by an IT AMC?

Physical damage, liquid ingress, electrical surge damage, consumables such as toner, and third-party software licence fees fall outside standard cover. These are quoted separately and always approved by you first.

Can you work alongside our existing IT person?

Yes. A co-managed arrangement is common: your internal person keeps user-facing work and project ownership, while we take escalations, out-of-hours cover, patching and infrastructure.

Related

Often bought alongside

These services share the same site visit, the same documentation and the same contract, so combining them costs less than buying them separately.

IT AMC & Support

Get a fixed quote for IT AMC and support

Send us the site details or the current setup. We will come back with a scoped, fixed-price proposal and a clear list of what is excluded.

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