Part – B Study Report Of Services Marketing.

1. Topic: - Annual Maintenance Contract (AMC) of HCL

2. Theoretical background for the topic (in brief) Annual Maintenance Contract
When you buy a PC or any Peripherals, you make an arrangement with the assembler that includes regular
servicing and maintenance of your PC components and can also include equipment such as printers, scanners
etc. Such an arrangement or a contract is known as an 'Annual Maintenance Contract' (AMC).

Annual Maintenance Contract is an agreement between 2 companies with

one company offering support or service to the other company. The work may include maintenance of computer
systems, network, etc.

This includes preventive maintenance of your computer every month. Optimize the settings so that they work
efficiently check for virus, once every month make sure you can connect to your network flawlessly.

IN case the warranty on HCL product has expired, you can still enjoy the comfort of our service by purchasing
Annual Maintenance Contract (AMC) Pack. This will enable us to take responsibility for the upkeep of your
system for the period of the AMC. All the benefits of Warranty Extension Pack apply to AMC as well.
However, the Warranty Extension Pack is offered at a much attractive price.

Types Of An Annual Maintenance Contract Services

There are two types of Annual Maintenance Contracts

1. Comprehensive AMCs
2. Non - comprehensive/Call basis AMCs.

COMPREHENSIVE AMCs are again divided into two parts

A. which includes repair and replacement of the faulty PC parts for a lump sum price. Here, you are not charged
separately for the labour or for the parts replaced

B.The Second type of comprehensive AMC does not include replacement of parts. It does not charge for the
labour but the owner has to pay the actual price for the parts replaced.

NON - COMPREHENSIVE AMCs one has to pay for both the repairs as well as the replaced parts.

AMCs can also be divided into 'On-site' and 'Off-site' AMCs. Under 'On-site AMCs' the service engineers
themselves come to your residence or office and do the repairs or carry the defective piece with them to the
workshop and bring it back when it is repaired.

Under 'Off-site AMCs' contracts, you have to carry the faulty machine to their service center and get it
repaired.
Always ensure that the following things are very clearly stated in writing in the Annual Maintenance Contract.

Response time
This refers to the time within which the service engineer attends to your call. You can mention the maximum
amount of time you are willing to wait as part of your contract.

The time within which the faulty component is repaired or replaced

Ask if they provide you with a replacement temporarily, so that your work doesn't stop. Large customers
usually manage to get this facility.

Check the scope of maintenance

Certain AMCs do not include repairs for any damage caused to the hardware components by the employees or
any damage caused by some electric faults or natural calamities such as floods, tornadoes, earthquakes etc..
Ensure that all their terms and conditions are in writing.

Check for the Multiple Vendor policy

There may be many vendors and you must ensure that there is co-ordination and that one vendor does not blame
it on the other.

Check for the availability of the service center

It is always better to have a service center nearby as it will ensure prompt services and also save you the time of
carrying the components, especially if you have a carry-in contract.

Understand the non-working hours and holiday policy of the organization and what are their services in
cases of severe/emergency problems. To get a better deal, you can also enter into a multiple year contract to
ensure that the price remains constant for you for the next two or three years, provided you pay for them up-
front. Many manufacturers (particularly large brands) give you the option of an extendable warranty at the time
of purchase. This guarantees free service for more than one year. It is not yet very prevalent in India but works
well abroad. Annual Maintenance Contracts usually called as AMC has become an easy money making
business for very small companies (Single owner type) to large companies.

While going in for these contracts most of the corporates take a decision mostly on price factor. They totally
ignore the fact that while quoting a very low figure for AMC these so called service people are confirming that
they will not be able to provide the kind of service they promise on paper. That kind of charges belies that an
effective service can be provided.
 Benefits Of Annual Maintenance Contract

Benefits of having Service Maintenance contract.

There are many benefits of availing a Computer AMC service from a reputed tech support service providers-

• This is a reliable post warranty cover for computers of your PC which helps you to save money as
well as time. To get service from a better company, you can do a comprehensive online research, check
for the price listing offered by different companies and avail service of the company, which offers the
most competitive pricing.

• Since, Computer AMC is provided on bulk basis, you can easily get a complete package of computer
maintenance service on very cost effective range. Since, these tech support providers work to offer a
global experience to their clients; you can be assured of quality computer maintenance service.
• Companies which are into the business of Computer AMC also undertake hardware maintenance
contract and offer their service to different class of people, ranging from individuals to mid-sized and
big corporate houses. Computer Annual Maintenance Contract provider companies blend qualitative
service with latest technology which helps them in giving a competitive edge to their client's
business.computer amc.
• Ability to provide better service levels at lower overall cost.
• Ability to reallocate budget to meet business requirements.
• Ability to provide or supplement in-house maintenance.
• Ability to provide parts and components on discounted rates.

Services Offered By HCL in Annual Maintenance Contract (AMC)

HCL Computer offers following services in their package of AMC: -

• Assembling and upgrading the PCs.

• Troubleshooting
• Hard disk data recovery
• Printer and Monitor maintenance, repairing and servicing
• Repairing of Hard Disk, Modem, Mother Board and CD-ROM etc.
• All the services related to Networking.
• Services based on Internet
• System protection from viruses and removal of malwares
 AMC Doesn’t include
• Equipment upgrades and new installations.
• Any problems caused by power surges are usually not covered.
• Hardware malfunction due to liquid spills will not be covered.
• Data corruption due to virus and hackers are not covered.
• Support for software applications like Microsoft Office is not covered

Warranty Program - Terms & Conditions in AMCs

1. HCL Infosystems Limited (hereinafter called HCL) warrants to you, the End customer, that the HCL
branded Product (s) shall be free from defects in material and workmanship, arising under normal use,
for twelve months from the date of installation or thirteen months from the date of delivery whichever
is earlier. This Warranty applies to the branded HCL Products and not to Products or Software
manufactured or developed by others that may be sold or distributed by HCL or its Authorized Support
Partners. The Warranty and support for those third party NON-HCL Products shall be in accordance
with the Terms & Conditions as stipulated and laid down by the respective Third Party Vendors. HCL
products may contain re-manufactured parts equivalent to new in performance or may have been subject
to incidental use.
2. This Warranty covers only the replacement of defective spare parts and Labour only. The Warranty does
not cover Consumables & accessories such as batteries, Plastic/rubber parts, printer heads, AC adaptor,
printer, speaker, Headphone, ink cartridge/ribbons/ toner and other consumables etc. HCL's sole
obligation under this Warranty shall be, at its option, to repair or replace the field replaceable Unit
(hereinafter called 'FRU') with new or qualified used FRU at its option, in the event of any failure or
defect covered by the Warranty arising during the warranty period. Any FRU repaired or replaced under
the warranty shall be subject to the balance of the original warranty period applying to the Product. Any
FRU replaced under warranty shall become HCL’s property. In no event shall HCL be liable to refund
the price money.
3. Warranty is provided for qualified devices. Products not supplied or not qualified by HCL and products
for which customer does not allow HCL Service Point or the HCL SP to incorporate engineering
improvements will be considered non-qualified devices. If performance of Warranty is rendered difficult
or impediment offered there to because of use of nonqualified devices, HCL Service Point or the HCL
SP will charge customer for the increased efforts at standard rates.
4. HCL makes no warranty or representation, either express or implied, with respect to all software
programs including pre-installed software, application software or other software supplied to you in the
product, its quality, performance, merchantability, or fitness for a particular purpose. Nor does HCL
warrant that the functions contained in this software will meet your requirements or that the operation of
this software will be uninterrupted or error free. As a result, unless otherwise stated in writing, this
software is sold 'as is'. Should this software prove defective, you, the purchaser, are assuming the entire
risk as to its quality and performance as well as any costs associated with the servicing, repairing, or
correction.
5. HCL and its Service Centers reserve the right to request proof of purchase (either in the form of
warranty card/ certificate, Copy of delivery Chelan or invoice) with date of purchase showing model and
serial number before accepting liability for any Warranty claim.
6. The end Customer shall ensure that the computer data has been fully "backed-up" before it is handed
over to the representatives of HCL's Support office or the HCL SP in support of a Warranty Claim. HCL
 and its representative will make reasonable efforts to return your product with all your software
programs, data, or information stored on any media intact. However, if during the repair of the product
the contents of the hard disk or data storage media are altered, deleted or in any way modified HCL or
its representatives are not responsible whatsoever.
7. Any Software pre-installed by HCL, which is lost or corrupted as a result of a computer failure giving
rise to a valid dead on arrival warranty claim, will be replaced when the computer is returned to
customer, provided that it has not been possible to back up the software due to fault. It is however, the
responsibility of the customer to ensure this software is backed -up after initial start-up in all other
circumstances.
8. The customer would bear the cost of replacing/repairing defective spares part in case the Product is
out of Warranty.
9. It is the customer's responsibility to remove any options, features, parts, alterations and attachments not
under warranty service prior to handing of the Product to HCL Service Point or HCL SP. HCL Service
Point or the HCL SP is not responsible for any damage to or loss of such options, features, parts,
alterations, attachments or any programs, data or other information stored in any part of the product
returned for servicing.
10. Any change of address has to be intimated to HCL Service Point or HCL SP 15 days in advance, so that
the remaining part of the Warranty can be transferred at the sole discretion of HCL to the new location.
Warranty is transferable only to those locations where the support is available from HCL Service Point or HCL
SP . If the product gets shifted to other locations where HCL Service Points or HCL SPs are not available, then
the customer needs to take the machine to nearest Service Centre of HCL (the list is available with the
reseller/HCL SP and the HCL Office). Incase the product is covered under onsite warranty support; there will
not be any refund of Onsite support charges for the unused portion of Onsite support warranty. If the
reinstallation is required due to the above cause, HCL Service Point or HCL SP may provide such service at
its standard service rates.
11. Warranty will automatically get terminated after the expiry of warranty period specified in the
Warranty Card, even if the system may not be used for any time during the warranty period for what so ever
reasons.
12. All disputes, differences and questions what so ever which shall arise between the party here to during
the warranty Agreement or afterward, touching any clause or matter herein contained, or the rights, duties and
liabilities of either party in connection there with, shall be referred to sole arbitrator to be appointed by the
chairman of HCL. All such arbitration proceedings shall be held in Delhi and shall be in accordance with and
subject to the provision of the Arbitration & Conciliation Act 1996, or any statutory modification re-enactment
thereof for the time being in force. The courts at New Delhi shall have the exclusive Jurisdiction in case of any
dispute or differences in any matter relating to this warranty program.
13. The customer may permit any third party to use the Product but all the customer obligations under this
warranty program shall remain in force and customer shall make good to HCL all costs, damages and expenses
resulting from such use.
14. Customer located outside the city limits of a city municipality limits in which HCL or its HCL Service
Center has no office shall pay HCL/ HCL Service Center Outstation Charges as specified by HCL/ HCL
Service Center by way of expenses for visits to customer’s location for onsite support.

Warranty Program – Null & Void

Warranty will be null and void under the following events and would be immediately terminated: -

a. Any correction/alterations made in the printed configuration of original Warranty card.

 b. Any default in the payment of full price of the Product supplied by HCL or its authorized
Reseller.
c. If the Product or warranty label/serial number has been altered or obscured.
d. Unauthorized modifications, tampering, abuse or misuse of the Product, repair in those cases
where the Product is being or has been serviced by a third party other than HCL/HCL Service Center.
e. Use of NON-HCL media, Supplies and consumables or such items not designed for use with the
products serviced under this warranty.
f. Site conditions that do not conform to product's specification, such as air conditioner failure or
unusual electrical conditions etc.
g. Other causes beyond HCL's or HCL Service Center control including but not limited to accident,
natural disaster, damage caused by fire or water, riots, communal or civil disturbance, strikes, lightning or
electrical disturbance, damage during transportation by customer and work performed or modification made
by personnel other than HCL employees or its Service Centers.
h. Change of ownership will automatically lead to termination of Warranty.
i. Any other infringement of terms and conditions will lead to termination of Warranty.

Warranty Program – Limitation

a.This Warranty is valid only in India.

b. This warranty is in lieu of all other express or implied warranties or condition. HCL specifically
disclaim the implied warranties or condition of merchantability, and fitness for a particular purpose.
c.No liability is accepted by HCL or the HCL Service Center, for loss of profits or any consequential loss,
loss of data, loss of software or the cost of software reconfiguration.
d. If the Product is not in good working order as warranted, the sole and exclusive remedy of the customer
shall be at HCL option to repair, or replace the defective parts or Product. Replacement may be either new
or like new. Except such remedy, in no event shall HCL be liable for any damages of any kind, including
but not limited to, direct or indirect damages, lost profits, lost savings or other special, incidental, exemplary
or consequential damages whether for breach of contract, tort or otherwise, or whether arising out of the use
of or inability to use the product, even if HCL or its Authorized reseller or HCL Service Center has been
advised of the possibility of such damages or any claim by any other party.
e.HCL shall not be liable for any telephone/facsimile/telex communication charges, import duty / tax/
licensing fee, transport / delivery/ insurance costs or any transportation damages incurred in returning the
'FRU' to HCL or HCL Service Center in support of a warranty claim and subsequently sending back to the
customer at the location stated.
f. The Preventive maintenance such as hard disk conditioning or recovery from software virus attacks,
software virus checks, hardware diagnostic tests and cleaning are excluded from the Warranty.

3. Objectives of the study: To know about Services offered by HCL Infosystems.

4. Data Collection Methods: - Not Applicable
5. Measurement Technique (wherever applicable): - Not applicable here.
6. Sampling (wherever applicable): - Not applicable here.
7. Data Analysis (wherever applicable): - Not applicable here.
8. Data presentation as per the objectives.
9. Conclusion: - Here we came to know about the Annual Maintenance Contract
(AMC) offered by HCL and its benefits