Terms:

 Prices given are exclusive of taxes and other government levies.

 Prices given are for the entire contract and not for individual line items
 The current size of the infrastructure mentioned in the rate card and SLA’s determines the
currently proposed commercials. In case of any changes in this infrastructure and SLA’s in the
future, the commercials will be revised to reflect these changes.
 Wipro would review the asset base every annum and if any equipment is declared End of
support, the same may be taken out from the AMC support after mutual agreement.
 This is a Wipro In house support model & No back to back support arrangement will be done
with respective OEMs
 SLA Considered :

Standard on call Response

Resolution Norm
SLA Norm
Measurement Matrix
Without
WCCC With Spare
Spare

Local Within 40 km
of Wipro Support
Same Same
location ( Any call
Business Business 3 Business Days
logged after 12.30
Day Day
pm will be
attended on NBD)
85%
Remote above 40 against 90% 95%
Next Next Response within within
km to 150km from
Business Business 5 Business Day and 10 15
Wipro Support
Day Day Resolution days days
location
norms
3rd
nd
Out Location 2 Business
Business 7 Business Day
above 150 kms Day
Day

 Machines which would move from warranty to AMC would be charged on a prorate basis as per
the rates given for the same in the rate card.
 The spare replacement shall be of equivalent and compatible and of the same or higher
configuration(need not be of same model and make)
 All the machines entering into contract should be in good working condition. Any machine found
faulty at the time of starting the contract may be repaired on a chargeable basis, provided
spares for the same are available in the market
  Consumables mentioned below are not covered in the prices given

CMOS Battery
DESKTOPS

Laptop Battery
LAPTOPS

HPDJ PRINTERS Cartridges

DOT MATRIX
Print cartridge/ Ribbon cartridge
PRINTERS

HPLJ PRINTERS Toner/toner assembly/Ink Tank,

 Data Backup, Data Loss, Data retrieval, Data transfer and application support is not covered
under Scope.
 Physical Damages, TFT Black Patches, and Burnt Spares are not covered under AMC.
 All External Cables/Connectors Corrosion on Internal Spares due to Reptiles( Lizards/Rats) is not
covered in AMC
 Damages caused due to natural disasters, power fluctuations, abnormal site conditions, missing
parts are not covered under AMC services.
 Internal Spares abused due to liquid Spill, Corrosion on Internal Spares due to Reptiles
(Lizards/Rats).
 Anti-Virus support is not included in the Scope of work.
 No support for Software/Firmware/Bug Fixes calls.
 Service Window for RE: 9:00am to 5:30pm, Monday to Saturday
 The standby, provided by Wipro for SLA adherence, shall be of similar model or higher
configuration though need not be of the same make & model.
 Payment Term: Quarterly Advance