- Define response and resolution times per priority level.
- Agree on a preventive maintenance schedule in writing.
- Ask for regular reports, not just invoices.
Why an AMC matters
Networks, CCTV, access control and data center equipment run every day — and fail at the worst time. An annual maintenance contract turns unpredictable repairs into a planned service with agreed response times and a fixed yearly cost.
Service levels (SLA)
The SLA is the heart of the contract. It should state:
- Priority levels — for example critical, high, normal — with clear examples of each.
- Response time — how quickly an engineer starts working on the issue.
- Resolution or workaround time — how quickly service is restored.
- Support hours — business hours only, or 24/7 for critical systems.
Preventive maintenance
Good contracts include scheduled visits: cleaning and inspecting equipment, checking UPS batteries, reviewing logs, updating firmware and testing backups. Ask for the schedule and the checklist used on each visit.
Spare parts and replacements
Clarify which parts are included, which are charged separately, and how quickly replacements arrive. For critical devices, agree whether spares are kept on site.
Reporting
You should receive a visit report after each maintenance visit and a periodic summary of incidents, response times and recommendations. Reports show whether the SLA is being met and help plan upgrades.
Before you sign
List all covered systems and locations, confirm the escalation contacts, and check how changes — new devices or sites — are added during the year.
Planning a project like this?
Our engineers will survey the site and design the right system.