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IT AMC USA

A fixed annual maintenance contract shaped around the equipment you own and the hours you actually work.

An IT Annual Maintenance Contract (AMC) is a fixed-fee annual agreement covering preventive maintenance, helpdesk, hardware repair, and emergency response for a defined set of endpoints, servers, and network equipment. GR IT Services structures AMCs around your actual hours and SLA needs (Bronze, Silver, Gold, or Platinum) with quarterly health reviews built in.

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Engineer working through a rack inspection with a laptop during a scheduled maintenance window
  • 99.9%Uptime
  • 5minP1 Response
  • 150+AMC Clients
  • 24/7Coverage
What an AMC covers

Nine disciplines, one monthly invoice.

No more reconciling call-out charges against incident invoices at month end. Everything is logged on our side and reported back once a month: what we worked on, what got replaced, and what we are keeping an eye on.

Hardware coverage

Servers, desktops, laptops, printers, and the peripherals nobody remembers until they fail. We image, deploy, repair, and replace them. Whose badge is on the case makes no difference: Dell, HP, Lenovo, Apple are all in scope.

Network & WiFi

Routing, switching, firewalls, and wireless: configured properly, watched continuously, and rebuilt on site when hardware gives out.

Microsoft 365 administration

Tenant administration, joiners and leavers, and the security baseline all sit inside the same contract. You do not need one supplier for the cloud and another for the room with the servers in it.

Cybersecurity baseline

Endpoint protection, enforced multi-factor sign-in, patching, and detection tuning. Every quarter we go through what is actually escalating in your environment rather than what is trending generally.

Remote & arranged on-site support

Remote diagnosis at any hour by phone, ticket, or chat, whichever your staff prefer. Where the work genuinely needs hands on the equipment, we arrange a vetted local field partner and run the visit ourselves from start to finish.

Preventive maintenance

Health checks on a schedule, firmware kept current, backups verified rather than assumed, and a compliance review each quarter. The majority of faults get closed before a single person files a ticket.

Asset register & lifecycle

Every laptop, server, switch, and license lives in your asset register. That register drives procurement help, warranty expiry warnings, and a refresh plan you can budget against.

Reporting & reviews

Ticket volumes, response performance, asset condition, and every incident, written up monthly. Standard and Enterprise contracts add a quarterly briefing pitched at the leadership team rather than the IT team.

Vendor management

Your carrier, your phone provider, and the hardware manufacturers all get dealt with by us. Nobody on your side should be running a conference bridge full of suppliers at nine on a Monday.

The foundation

Everything in this contract depends on one document.

Every commitment in a maintenance contract rests on an asset register that is accurate today, not last year. A five-minute response assumes we already know what the failing device is. Holding the right spares assumes we know which models you run. Planning replacements assumes we know what is getting old. Claiming under warranty assumes we know what is still covered. Providers who skip this quietly turn all four promises into guesswork, and you find that out during an outage rather than at signing. Ours is built during onboarding, updated on every ticket and every purchase, and reviewed with you each quarter. It belongs to you, and it leaves with you if you ever go.

  • Because every ticket closes against a tagged device, repeat faults become visible as a pattern instead of a vague sense that the machine is troublesome
  • Warranty and end-of-support dates trigger replacement planning ahead of the failure rather than after it
  • Finance gets a defensible inventory for insurance applications, audits, and budgeting from the same source
  • Built so you can leave: the register ships with your handover pack and is never withheld as leverage
Why GR IT

Four reasons clients pick us over the alternative.

The operational detail a reference call would surface anyway.

Nationwide coverage

A remote-first team of senior engineers covering every US time zone, with vetted local field partners arranged for hands-on work. One accountable team owns your contract end to end.

Brand-agnostic coverage

Dell, HP, Lenovo, Apple, Cisco, Fortinet, Sophos. The contract covers what you already own rather than a list of what we happen to resell.

Written SLAs, monthly reports

Response targets are measured, and the ones we miss appear in the report with an explanation. A contract that only holds the client to account is not worth signing.

150+ active contracts

Four years of running maintenance contracts builds a library of failures. The odds are good that yours is already in it.

Industries we cover

AMC profiles by sector.

Six shapes we see most often. The tier and the scope shift, the working discipline does not.

SME offices

Offices of ten to fifty people running laptops, a network, Microsoft 365, and a sensible security baseline. This is the most common contract we hold and where the Standard tier fits best.

Retail & F&B

Registers, kitchen display screens, guest wireless, and card terminals. Coverage that understands a Saturday night outage is a revenue event, not a ticket.

Professional services

Law firms, CPA practices, and consultancies. Ethical walls between matters, document management that holds up, and secure remote access when people are working from a client office.

Healthcare clinics

Clinics and community hospitals. Imaging connectivity, protection against patient data leaving where it should not, and the HIPAA documentation that has to exist alongside the hardware work.

Schools & training

Classrooms, computer labs, staff offices, and parent portals. Student devices managed through Intune, content filtering that satisfies CIPA, and lockdown for testing periods.

Real estate & property

Sales offices, building management systems, and temporary site trailers. Setups built for people who work from a truck and a phone as much as a desk.

Beyond support

Leased hardware and monthly reports, included in scope.

This is not simply cover for when things break. The Standard and Enterprise tiers can include leased infrastructure where it makes sense, plus monthly reporting that turns IT from an unexplained cost into a line item someone can actually review.

Leased hardware and software

  • NAS for backup
    Network storage sized to your actual data, holding daily and weekly restore points.
  • Hardware firewall
    A perimeter firewall matched to your circuit speed, configured and tuned by the network team rather than left on defaults.
  • Backup software
    Licensed backup software replicating off site, with retention that cannot be altered or deleted by an attacker.
  • Application optimization
    Tuning aimed at the applications your business actually runs, rather than a generic performance template.

Comprehensive monthly reports

  • Ticket summary
    How many tickets at each priority, how the response times compared with target, and which root causes keep repeating.
  • IT assets inventory
    A full device list with warranty state, anything approaching end of support flagged, and what we would replace next.
  • Backup history and patch management
    Backup success rates, patch compliance, exceptions and corrective actions.
  • Remote assistance and antivirus logs
    Session count, malware events, threat-detection trends.
Equipment coverage

What an AMC actually covers, by equipment category.

Each row shows how the contract treats one category of equipment: what preventive work happens, what repair cover applies, whether spares are held, and which response time governs it. All of it applies across Dell, HP, Lenovo, Apple, Cisco, Fortinet, and the rest.

Equipment category

Desktops, laptops, workstations

Preventive maintenance
Quarterly health check, firmware, OS patching
Break-fix support
On-site or remote, brand-agnostic
Spare parts
Common configs stocked
Response SLA
P2 10 min · P3 30 min

Equipment category

Servers (physical and virtual)

Preventive maintenance
Monthly checks, firmware, RAID and BIOS
Break-fix support
Hardware swap on Standard / Enterprise
Spare parts
Critical spares per unit count
Response SLA
P1 5 min

Equipment category

Storage (NAS, SAN, backup appliances)

Preventive maintenance
Monthly capacity and health, backup verification
Break-fix support
Drive swap, controller replacement
Spare parts
Drives stocked per profile
Response SLA
P1 5 min · P2 10 min

Equipment category

Routers, switches, firewalls

Preventive maintenance
Quarterly config audit, firmware, rule review
Break-fix support
Remote console first, on-site rebuild if needed
Spare parts
Edge devices stocked
Response SLA
P1 5 min

Equipment category

Wireless access points and controllers

Preventive maintenance
Quarterly RF audit, firmware, capacity check
Break-fix support
AP swap, controller reconfigure
Spare parts
AP and controller spares
Response SLA
P2 10 min

Equipment category

Printers, MFPs, scanners

Preventive maintenance
Monthly cleaning and consumables on Premium
Break-fix support
Brand-agnostic, toner included on Premium
Spare parts
Toner and rollers held
Response SLA
P3 30 min

Equipment category

UPS and conference systems

Preventive maintenance
Battery testing, capacity verification
Break-fix support
Battery and unit replacement
Spare parts
Batteries stocked
Response SLA
P2 10 min

Equipment category

CCTV and access control

Preventive maintenance
Quarterly footage and access-log review
Break-fix support
Camera, NVR, reader replacement
Spare parts
Common units stocked
Response SLA
P2 10 min
Equipment categoryPreventive maintenanceBreak-fix supportSpare partsResponse SLA
Desktops, laptops, workstationsQuarterly health check, firmware, OS patchingOn-site or remote, brand-agnosticCommon configs stockedP2 10 min · P3 30 min
Servers (physical and virtual)Monthly checks, firmware, RAID and BIOSHardware swap on Standard / EnterpriseCritical spares per unit countP1 5 min
Storage (NAS, SAN, backup appliances)Monthly capacity and health, backup verificationDrive swap, controller replacementDrives stocked per profileP1 5 min · P2 10 min
Routers, switches, firewallsQuarterly config audit, firmware, rule reviewRemote console first, on-site rebuild if neededEdge devices stockedP1 5 min
Wireless access points and controllersQuarterly RF audit, firmware, capacity checkAP swap, controller reconfigureAP and controller sparesP2 10 min
Printers, MFPs, scannersMonthly cleaning and consumables on PremiumBrand-agnostic, toner included on PremiumToner and rollers heldP3 30 min
UPS and conference systemsBattery testing, capacity verificationBattery and unit replacementBatteries stockedP2 10 min
CCTV and access controlQuarterly footage and access-log reviewCamera, NVR, reader replacementCommon units stockedP2 10 min
AMC vs break-fix

What you actually get for the monthly fee.

Most companies come to us after a year of paying per incident and a finance director asking why the IT line moves so much month to month. The comparison, stated plainly:
Predictable monthly cost
No surprise invoices when something fails on a Friday.
Break-fix
AMC
24/7 monitoring
Break-fix
AMC
Preventive maintenance
Most failures caught before they become outages.
Break-fix
AMC
Response SLA
Break-fixBest-effort
AMCP1 5min · P2 10min · P3 30min
On-site visits
Break-fixPer-call, billed
AMCIncluded in tier
Asset register & reporting
Break-fix
AMCMonthly + quarterly review
Cost on a bad month
When everything decides to break in one week.
Break-fixUnbudgeted spike
AMCSame fixed fee
Feature
Break-fix
Pay-per-incident
AMC
Fixed monthly
Predictable monthly cost
No surprise invoices when something fails on a Friday.
24/7 monitoring
Preventive maintenance
Most failures caught before they become outages.
Response SLA
Best-effortP1 5min · P2 10min · P3 30min
On-site visits
Per-call, billedIncluded in tier
Asset register & reporting
Monthly + quarterly review
Cost on a bad month
When everything decides to break in one week.
Unbudgeted spikeSame fixed fee
Scope, honestly

Where the cover ends, category by category.

This is the scope conversation had honestly at the start rather than awkwardly on an invoice. Anything in the covered column is inside the monthly fee for that class of equipment. Anything on the right is either something your insurer handles, a subscription the vendor bills you for, or a project we quote in writing before starting. Any provider who cannot produce this table for their own contract is worth a follow-up question.

Asset class

End-user devices

Covered under the AMC
Diagnostics, repair, OS rebuilds, preventive checks, user support
Outside the AMC, handled separately
Drops, spills, and stolen equipment, which belong to your insurance policy rather than a maintenance agreement

Asset class

Servers and virtualization

Covered under the AMC
Monitoring, patching, hardware swaps, capacity reviews
Outside the AMC, handled separately
Application-level development inside hosted line-of-business apps

Asset class

Network and WiFi

Covered under the AMC
Configuration, firmware, monitoring, rebuild after failure
Outside the AMC, handled separately
New structured cabling runs and construction work, quoted as projects

Asset class

Printers and peripherals

Covered under the AMC
Repair, driver and queue management, preventive cleaning
Outside the AMC, handled separately
Consumables on lower tiers; toner is included on Premium

Asset class

Software and licensing

Covered under the AMC
Installation, updates, license tracking in the asset register
Outside the AMC, handled separately
The license subscriptions themselves, billed by the vendor

Asset class

Microsoft 365 and cloud

Covered under the AMC
Tenant administration, user lifecycle, security baselines
Outside the AMC, handled separately
Cloud subscription fees and third-party SaaS contracts

Asset class

Security

Covered under the AMC
Endpoint protection, MFA, patching, quarterly posture review
Outside the AMC, handled separately
Penetration testing and formal audit work, which are scoped and quoted as their own engagements

Asset class

Projects and moves

Covered under the AMC
Small moves, adds, and changes within the visit schedule
Outside the AMC, handled separately
Office relocations, buildouts, and large rollouts, quoted in writing as projects
Asset classCovered under the AMCOutside the AMC, handled separately
End-user devicesDiagnostics, repair, OS rebuilds, preventive checks, user supportDrops, spills, and stolen equipment, which belong to your insurance policy rather than a maintenance agreement
Servers and virtualizationMonitoring, patching, hardware swaps, capacity reviewsApplication-level development inside hosted line-of-business apps
Network and WiFiConfiguration, firmware, monitoring, rebuild after failureNew structured cabling runs and construction work, quoted as projects
Printers and peripheralsRepair, driver and queue management, preventive cleaningConsumables on lower tiers; toner is included on Premium
Software and licensingInstallation, updates, license tracking in the asset registerThe license subscriptions themselves, billed by the vendor
Microsoft 365 and cloudTenant administration, user lifecycle, security baselinesCloud subscription fees and third-party SaaS contracts
SecurityEndpoint protection, MFA, patching, quarterly posture reviewPenetration testing and formal audit work, which are scoped and quoted as their own engagements
Projects and movesSmall moves, adds, and changes within the visit scheduleOffice relocations, buildouts, and large rollouts, quoted in writing as projects
Response SLA

What "we are on it" actually means, in minutes.

Three priority levels, assigned the moment a ticket arrives, so it is never ambiguous which clock started. Response means an engineer doing something, not a robot replying to say your message was received.
P1Critical, business stopped
5 minresponse

Resolution target

Within 4 hours

Example incidents

  • Server, firewall, or core switch down
  • Email tenant or domain unreachable
  • Ransomware or active security incident
  • Site-wide internet outage
P2High, single user or team blocked
10 minresponse

Resolution target

Within 1 business day

Example incidents

  • Single user cannot send or receive email
  • Printer down for a department
  • VPN failing for one user
  • Backup job failed overnight
P3Standard, work continues
30 minresponse

Resolution target

Within 3 business days

Example incidents

  • New user onboarding request
  • Software install or license change
  • How-to or training question
  • Scheduled maintenance request
P4Low, no operational impact
45 minresponse

Resolution target

Within 24 hours

Example incidents

  • Cosmetic UI bugs and minor display issues
  • Single-user non-urgent requests
  • Scheduled non-urgent maintenance
  • Documentation or runbook updates

Critical incidents are covered around the clock on every tier. The lower two priorities follow whatever business hours your contract states, unless you add after-hours cover. Performance is tracked and published monthly, and the misses appear in the report rather than being quietly omitted.

Escalation matrix

Who the ticket lands on when the previous level cannot close it.

Everything opens at the help desk. If it is not closed within its response window it moves up a level automatically rather than waiting for someone to notice it has stalled. The table sets out who owns it at each stage and the elapsed time that triggers the move.

Severity

P1 Critical (business stopped)

Engineer (L1-L2)
Engaged in 5 min
Manager (L3)
Notified within 30 min
Director (L4)
Briefed within 1 hr
CEO escalation
Briefed within 2 hr if open

Severity

P2 High (single team blocked)

Engineer (L1-L2)
Engaged in 10 min
Manager (L3)
Notified within 1 hr
Director (L4)
Briefed within 4 hr
CEO escalation
Reviewed if breach of resolution SLA

Severity

P3 Standard (work continues)

Engineer (L1-L2)
Engaged in 30 min
Manager (L3)
Notified within 4 hr
Director (L4)
Reviewed at quarterly review
CEO escalation
Not applicable

Severity

Recurring or repeat incident

Engineer (L1-L2)
Flagged on third occurrence
Manager (L3)
Root-cause analysis assigned
Director (L4)
Reviewed in monthly report
CEO escalation
Reviewed in quarterly executive briefing
SeverityEngineer (L1-L2)Manager (L3)Director (L4)CEO escalation
P1 Critical (business stopped)Engaged in 5 minNotified within 30 minBriefed within 1 hrBriefed within 2 hr if open
P2 High (single team blocked)Engaged in 10 minNotified within 1 hrBriefed within 4 hrReviewed if breach of resolution SLA
P3 Standard (work continues)Engaged in 30 minNotified within 4 hrReviewed at quarterly reviewNot applicable
Recurring or repeat incidentFlagged on third occurrenceRoot-cause analysis assignedReviewed in monthly reportReviewed in quarterly executive briefing
How it works

From first visit to first invoice in two weeks.

There is no drawn-out sales process. We survey the environment, document it, send a written proposal, and then run the transition.
  1. 1

    Audit

    1 day

    A visit to the site. Every device cataloged, the network drawn out properly, and the places where one failure takes everything down identified. You keep the asset register whether or not you sign anything.

  2. 2

    Proposal

    2-3 days

    The recommended tier, what the contract covers, the response commitments, and when we visit. All written down and priced before a signature is asked for.

  3. 3

    Onboarding

    1-2 weeks

    Assets get tagged, monitoring goes on, runbooks are written, and escalation paths are agreed. By the end of the second week we understand your environment about as well as you do.

  4. 4

    Operations

    Ongoing

    Tickets, planned visits, a report every month, a review every quarter. This is what the contract feels like once it is running, and the response numbers are always measured and always published.

Onboarding

What the first thirty days actually look like.

Contracts are won or quietly lost during onboarding, long before the first real incident. What follows is the actual checklist our transition team works through in the opening month, in the order it happens. Ask anyone else you are evaluating to produce theirs. If they cannot, you have learned something useful.

Days 1-7: capture everything

  • Kick-off meeting
    Before a single tool is installed we agree who the named people are on both sides, how escalation runs, which channels your staff prefer, and when we visit.
  • Full asset discovery
    The network is scanned and then walked in person. Serial numbers, warranty state, operating system versions, and who has which machine all get recorded.
  • Asset tagging
    Hardware gets a physical tag matching its register entry. From that point on, tickets reference an identified asset rather than the printer near the front desk.
  • Credential handover and vaulting
    Administrator accounts, licensing portals, carrier logins, and vendor credentials are gathered, tested to confirm they work, and moved into an encrypted vault where access is logged.
  • Network documentation
    The topology is drawn, the addressing scheme written down, and the firewall ruleset exported and read line by line for anything nobody can account for.

Days 8-21: instrument and document

  • Monitoring agents deployed
    Endpoints, servers, and network hardware are enrolled in monitoring so a failure reaches us before anyone in your office looks up.
  • Patch baseline established
    We measure where patching stands on each device and agree a catch-up plan for the machines that have fallen behind, before anything restarts unexpectedly.
  • Backup verification
    Whatever backup exists is actually restored as a test rather than glanced at in a console. Anything missing from coverage or retention is put in writing.
  • Security baseline applied
    Multi-factor enforcement, endpoint protection coverage, and the state of administrative accounts are all checked against our baseline, and every exception is written down rather than tolerated silently.
  • Runbooks written
    Site-specific procedures for your recurring operations: onboarding a new hire, swapping a POS terminal, restoring a shared mailbox.

Days 22-30: prove it works

  • Escalation test
    We stage a controlled incident to prove the alerts actually fire, the right people actually get woken, and the response clock is being measured honestly.
  • First scheduled visit completed
    The preventive-maintenance routine runs end to end, and anything discovery missed gets added to the register.
  • First report issued
    The first report sets out what onboarding uncovered, what we fixed on the way through, and what stays on the watch list for the coming quarter.
  • Sign-off review
    A short meeting to formally close the transition: every open item given an owner and a date, and the ongoing rhythm agreed.
Why USA clients pick GR for AMC

Three reasons the renewal rate is what it is.

How the equipment is looked after, what happens before it fails, and how wide the cover runs. The detail behind each of these is what a reference call actually reveals.

Comprehensive equipment care

Everything under contract is treated the same way, whether it is the finance director laptop or a handheld scanner in the warehouse. No brand exclusions, no carve-outs, and nobody telling you at the worst moment that this particular device was never covered.

  • Brand-agnostic across Dell, HP, Lenovo, Apple, Cisco, Fortinet
  • 30+ engineers with hands-on hardware experience
  • Spare parts stocked for the most common configurations
  • Asset register kept current month-on-month

Proactive maintenance

Health checks each quarter, firmware kept current, backups actually test-restored, and capacity reviewed before it runs out. Most problems get caught here. The fewer tickets you raise, the better the contract is working.

  • Scheduled health checks on every device class
  • Firmware and OS patching on a documented cadence
  • Backup verification, not just backup execution
  • Capacity and performance reviews ahead of pinch points

Comprehensive coverage

More than 150 maintenance contracts running and 800+ systems under management group-wide. That volume means the fault you are about to report has almost certainly crossed our desk before.

  • 150+ active AMC contracts under management
  • 99.9% uptime across the active client base
  • 24/7 coverage on Standard and Enterprise tiers
  • P1 5min, P2 10min, P3 30min, P4 45min response SLA
Three engagement shapes

How the AMC typically plays out.

Illustrative scenarios, not client case studies. Each shows the shape of an AMC on the Standard or Enterprise tier. The fix path is what to focus on.
Multi-site property group
Challenge

Equipment scattered between a head office and several showrooms, invoices that varied wildly month to month, no record of what was owned, and weekend faults nobody picked up until Monday.

What we did

A typical engagement: Standard AMC with scheduled site visits through vetted local partners, a full asset register built out in onboarding, 24/7 weekend cover, and M365 administration folded into scope.

Outcome

Predictable IT cost, weekend incidents handled inside the SLA, leadership refocused on growth.

Predictable cost
Healthcare group
Challenge

PACS, patient-record systems, and clinical workstations. PHI handling and HIPAA compliance documentation required.

What we did

What that usually looks like: an Enterprise contract with a named lead engineer, imaging and clinical application support written into scope, HIPAA reviews each quarter, and five-minute response on anything clinical.

Outcome

Clinical apps covered around the clock, HIPAA documentation kept audit-ready, refresh roadmap planned ahead.

Audit-ready HIPAA docs
Logistics and distribution business
Challenge

Handheld scanners, EDI gateways, and dispatch terminals. When the network or the scanner fleet stops, so does everything leaving the building.

What we did

A typical engagement: Enterprise AMC with a scanner-fleet asset register, EDI vendor coordination, weekend coverage, arranged field visits for hardware work, and leased backup hardware.

Outcome

Scanner fleet and network kept off the critical path, hardware refresh planned by lifecycle, not by failure.

Lifecycle-managed fleet
Common questions

IT AMC, frequently asked.

Paying per incident means you call after something breaks, pay whatever that call costs, and wait for whoever is free. A maintenance contract is a fixed monthly figure covering preventive work, planned visits, monitoring, and committed response times. Most companies end up spending less, not because the rate is lower but because far fewer things reach the point of becoming incidents.

Yes. Dell, HP, Lenovo, Apple, Cisco, Fortinet, and most of what else you are likely to own. Anything still under manufacturer warranty is claimed through the manufacturer, because that is what you already paid for. Everything outside that is ours.

A critical incident gets an engineer inside five minutes. High priority, ten. Everything else, thirty. Those are the times to real work starting, not to an automated reply. When we miss one, the reason appears in that month report in writing.

Most contracts run both ways. Day-to-day work happens remotely because that is faster. Swapping hardware, installation jobs, and anything that genuinely needs a person in the room go through vetted local field partners that we arrange and supervise, with your named engineer coordinating. What a site visit costs and when one applies is written into the contract, not decided afterwards.

Thirty days notice and nothing to pay for leaving. You get the runbooks, the asset inventory, the monitoring credentials, and a written handover. No client has ever left us over the contract terms themselves, only over scope we could not stretch far enough in good faith.

Older kit stays supported for as long as the manufacturer still ships firmware for it. Anything genuinely past the point of support is flagged in the asset register with a suggested replacement date well in advance. Nothing is dropped from cover mid-term without warning.

We hold the parts our client base actually burns through: switches, access points, wireless controllers, and business laptops in the configurations most people buy. Anything specialist is stocked against your own unit count on the Standard and Enterprise tiers.

Work outside the agreed scope is quoted in writing first and never invoiced afterwards as a surprise. You can fold it into the contract, pay for it once, or say no. The scope itself sits in the contract and gets revisited at every quarterly review, so it does not drift.

Yes. Add devices and people at the rate your current tier already carries, or step up a tier if you have crossed a threshold. Everything is pro-rated properly and moving up mid-term costs you nothing extra.

New devices join the asset register the week they arrive: tagged, imaged, enrolled in monitoring, and covered from that day rather than from the next renewal. A few additions here and there are simply absorbed by your tier. If your device count jumps materially, say an acquisition or a new office, we agree a pro-rated adjustment in writing before anything changes on the invoice. Nothing is ever back-billed.

Comprehensive builds replacement parts into the fixed fee: a failed drive, a dead power supply, or a worn printer roller gets swapped and the contract absorbs the cost. Non-comprehensive covers all the labor, diagnostics, monitoring, and preventive work, with parts quoted and approved as they occur. Comprehensive gives your finance team one flat number for the year. Non-comprehensive suits fleets still largely under OEM warranty, where the manufacturer supplies the parts anyway. Many clients split the difference: comprehensive on servers and network gear, non-comprehensive on end-user devices. We recommend the split based on the age profile in your asset register, not on what pads the contract.

The engineer diagnoses the fault, then checks warranty status in the asset register before anything is ordered. Devices under OEM warranty get the manufacturer claim filed and chased by us, so your team never sits on hold with the vendor. Out-of-warranty common spares are shipped pre-configured or fitted during an arranged field visit. Specialty parts are sourced with a loaner unit issued when the downtime matters. Every swap is logged against the device in the register and shows up in the monthly report, so you have a full parts history per asset.

It is a working meeting and nobody tries to sell you anything. We go through how response performance measured up against target, which incidents keep recurring and why, how the assets are holding up and what warranties are about to lapse, where patching and backups actually stand, anything that has changed in your security posture, and what should be replaced over the following two quarters. You leave with a written summary and an action list where every item has a name against it, on both sides.

The renewal conversation happens at the final quarterly review, with a full year of evidence on the table: how many tickets, how response held up, what the asset register looks like now, and a recommendation to keep your tier, move up, or move down based on what genuinely happened rather than an automatic annual increase. Device counts, coverage hours, and scope changes are agreed there and start with the new term. Where nothing has changed, the contract rolls forward unchanged. Nothing moves quietly and nothing escalates on its own.

Yes. One agreement, one asset register, and a single monthly report spanning every location. Each site is run remotely first, with hands-on visits arranged through vetted local field partners when the work genuinely requires someone physically present. A critical incident gets an engineer within five minutes no matter which site raised it. The response terms per location are written into the contract schedule, so nobody has to argue about what applies where.
Further reading

Resources for IT decision-makers.

Managed IT vs IT AMC

For when a maintenance contract stops being enough: full operational ownership, dedicated engineering, and forward planning.

Learn more

Cybersecurity audit

The contract carries a security baseline. A full posture assessment goes considerably further: penetration testing, a compliance gap analysis, and a written remediation program.

Learn more

Free AMC quote in 3 minutes

No call needed to start. Send us your device count, what is going wrong now, and when you want to begin. You will hear back the same working day.

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Microsoft 365

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Security

  • Microsoft Defender
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