AMC Service Level Agreement (SLA)
The following service levels shall apply to Annual Maintenance Contract (AMC) customers of SAJ INFO WORLD. Response and resolution times are indicative and may vary depending on site location, equipment condition, and availability of spare parts.
Service Category
CCTV Surveillance System
Biometric Attendance System
Access Control System
Networking Infrastructure
Computer & Laptop AMC
Server & Storage Systems
Software Support Services
Emergency Breakdown Support
Initial Response Time
Within 24 Business Hours
Within 24 Business Hours
Within 24 Business Hours
Within 12 Business Hours
Within 12 Business Hours
Within 4 Business Hours
Within 4 Business Hours
Immediate Acknowledgement
Site Visit Time
24–48 Business Hours
24–48 Business Hours
24–48 Business Hours
24 Business Hours
24–48 Business Hours
12–24 Business Hours
Remote Support Preferred
Same Day / Next Business Day
Preventive Maintenance Visit
Quarterly
Quarterly
Quarterly
Quarterly
Quarterly
Monthly / Quarterly
As Required
Not Applicable
Support Coverage
Remote & On-Site
Remote & On-Site
Remote & On-Site
Remote & On-Site
Remote & On-Site
Remote & On-Site
Remote & On-Site
Remote & On-Site
1. Service Hours
• Monday to Saturday: 10:00 AM to 7:00 PM
• Sundays and Public Holidays: Emergency Support Only (If Covered Under Contract)
• Emergency Support availability shall be subject to AMC agreement terms.
2. Preventive Maintenance Activities
During scheduled preventive maintenance visits, the following activities may be performed:
• Equipment Health Check
• Camera Focus & Position Verification
• DVR/NVR Health Inspection
• Network Connectivity Testing
• System Performance Review
• Storage Capacity Verification
• Software/Firmware Check (where applicable)
• Cleaning of Equipment and Connectors
• Attendance Device Verification
• Access Control Testing
3. Spare Parts & Replacements
• Under Non-Comprehensive AMC, all spare parts shall be chargeable.
• Under Comprehensive AMC, covered components shall be replaced as per agreement terms.
• Replacement is subject to stock availability and manufacturer support.
4. Exclusions
The following are excluded unless specifically covered in the AMC Agreement:
• Physical Damage
• Fire, Flood, Lightning Damage
• Theft or Vandalism
• Electrical Surge Damage
• Battery Replacement
• Civil Work
• Additional Cabling
• Equipment Relocation
• Third-Party Software Issues
• Internet Service Provider (ISP) Failures
5. Customer Responsibilities
• Ensure uninterrupted power supply.
• Maintain equipment in a safe operating environment.
• Provide access to authorized service personnel.
• Report faults promptly through designated support channels.
6. Contact Us
For AMC Support:
SAJ INFO WORLD
Support Email: support@sajinfoworld.in
Sales Email: info@sajinfoworld.in
Phone: +91 99032 14793
Website: www.sajinfoworld.in
