# AMC / Extended Support Policy URL: https://www.macnman.com/docs/help/amc-policy Section: Help # 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.