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AMC (Annual Maintenance Contract) / Extended Support Policy

Macnman Technologies Pvt. Ltd. provides AMC and Extended Support services to ensure long-term reliability, stability, and professional maintenance of all deployed IoT hardware products.
This policy defines the scope of AMC packages, coverage details, responsibilities, and pricing tiers designed specifically for industrial and enterprise deployments.

Purpose of AMC / Extended Support

This policy outlines:

  • Types of AMC packages offered
  • Detailed coverage and service inclusions
  • Service-Level Agreements (SLAs)
  • Customer and Macnman responsibilities
  • Pricing tiers based on project cost
  • Optional add-ons for mission‑critical environments

AMC ensures predictable maintenance, high uptime, and guaranteed support beyond the standard warranty period.

AMC Packages & Pricing Structure

Macnman offers three AMC tiers, each priced as a percentage of the total project hardware cost.

Standard AMC — 10% of Total Project Cost​

This is the entry-level AMC suitable for small and mid-sized deployments.

Includes:

  • Remote diagnostics & troubleshooting
  • Firmware bug fixes and security updates
  • Email support (priority queue)
  • Configuration assistance (limited)
  • RMA fast-tracking
  • Device health advisory (remote)

Does NOT include:

  • Free parts replacement
  • Field visits
  • Firmware feature enhancements
  • Replacement sensors/probes/batteries

Premium AMC — 15% of Total Project Cost​

Recommended for enterprise deployments and moderate criticality projects.

Includes everything in Standard AMC plus:

  • Free minor component-level repairs
  • Free labor charges for repairs
  • Annual deployment audit & optimization
  • Extended firmware support including feature updates (where applicable)
  • Priority SLA response time
  • Support during network/server/cloud migrations
  • RF, antenna, and installation optimization guidance

Does NOT include:

  • Replacement of sensors, probes, batteries
  • Support for physically damaged devices
  • Free field visits (discounted only)

Platinum AMC — 20% of Total Project Cost​

Designed for mission-critical infrastructure, industrial plants, government, and smart-city deployments.

Includes everything in Premium AMC plus:

  • Free internal component replacements (non-physical damage)
  • Dedicated account support engineer
  • Quarterly preventive maintenance reviews
  • Priority escalation handling
  • Faster SLA response timelines
  • Discounted field visits / optional on-site support
  • Deployment performance analytics support (if customer provides access)

Does NOT include:

  • Replacement of consumables (batteries, probes, cables)
  • Replacement of devices damaged due to misuse, water ingress, fire, rodents, chemicals, or incorrect wiring

Scope of AMC Services

Depending on the chosen AMC tier, the following services are covered:

Technical Support & Troubleshooting​

  • Root-cause analysis
  • Interpretation of logs and uplink patterns
  • Debug assistance for device-side issues
  • Guidance on installation best practices

Firmware Support​

  • Security patches
  • Bug fixes
  • Performance optimizations
  • Feature enhancements (Premium & Platinum only)

Repairs & Replacement​

  • Standard AMC: Paid repairs only
  • Premium AMC: Free minor repairs
  • Platinum AMC: Free repair & internal component replacement (excluding physical damage & consumables)

Deployment Advisory​

  • Antenna & RF optimization
  • Power supply validation
  • Environmental protection improvements
  • Periodic health review (Premium/Platinum)

Field Visits​

  • Available as a paid add-on for Standard & Premium
  • Discounted for Platinum customers

AMC SLAs

Response Time:​

  • Standard AMC: 48 hours
  • Premium AMC: 24 hours
  • Platinum AMC: 12 hours

Issue Resolution Timelines:​

  • Diagnosis: 3–7 business days
  • Repair/Resolution: 5–15 business days

Critical cases under Platinum AMC receive expedited handling.

Customer Responsibilities

Customers must:

  • Install devices according to Macnman guidelines
  • Ensure proper power supply and grounding
  • Prevent water ingress by correct sealing
  • Avoid using non-approved accessories
  • Maintain gateway, network server, and cloud availability
  • Provide accurate diagnostic information when raising issues

Improper installation or damage caused by external systems is not covered.

Exclusions (Applicable to All AMC Tiers)

AMC does not cover:

  • Physical damage of any kind
  • Water ingress due to improper installation
  • Burnt components from incorrect wiring
  • Damage caused by chemicals, corrosion, pests, or rodents
  • Dead batteries, probes, cables, or consumables
  • Unauthorized device modification or firmware tampering
  • Lightning or unstable power‑related damage
  • Replacement of complete units unless explicitly mentioned

AMC Duration & Renewal

  • AMC is valid for 12 months from activation date
  • Multi‑year AMC packages available on request
  • Expired AMC contracts may require evaluation before renewal
  • AMC must be renewed without break for uninterrupted benefits

Pricing & Commercial Terms

  • AMC pricing is calculated as 10%, 15%, or 20% of total project hardware cost
  • Field visits, if applicable, are billed separately unless covered in contract
  • Customized AMC packages can be designed for large deployments
  • Pricing is shared via commercial proposal only

Termination Conditions

Macnman may terminate AMC if:

  • Devices are tampered with
  • Unauthorized repairs are performed
  • Customer violates operational guidelines
  • Repeated misuse is observed
  • Payments are overdue beyond agreed terms

Policy Updates

Macnman reserves the right to update AMC terms at any time based on:

  • Product line evolution
  • Regulatory requirements
  • Customer feedback
  • Support system improvements

Summary

The AMC / Extended Support Policy ensures:

  • High availability of deployed devices
  • Predictable maintenance costs
  • Priority support & faster resolution
  • Long-term stability for industrial and mission-critical deployments

Macnman remains committed to providing world‑class support for all customers through structured and transparent AMC options.