SILVER Service Plan for CCTV Systems and Security Devices

Silver Service Plan – Annual Maintenance Contract (AMC)

Overview

The Silver AMC Plan provides customers with reliable service support, preventive maintenance, and timely fault resolution for their installed electronic security systems. This plan is designed to ensure smooth functioning of equipment while keeping service costs predictable.

Plan Features

Preventive & Corrective Maintenance

  • 8 Free Service Visits per year (including preventive and breakdown visits).
  • Cleaning, calibration, and inspection of installed devices.
  • Fine adjustments or repositioning within the same premises.
  • Three free relocation services limited to CCTV cameras, PIR sensors, hooters, and smoke/heat sensors. Relocation will be provided only if existing cabling is available at the new location. If new cabling is required, it will be chargeable at actual cost. Relocation does not include adding new devices to the existing system. Main panels or recording devices (such as DVR/NVR) are excluded from free relocation and will be charged separately.
  • Any visits beyond the included free visits will be chargeable as extra, unless explicitly agreed in writing in the AMC document by Ask Me Ideas Tech Services.

24×7 Support

  • Quick Support Helpline: +91 9772777525
  • WhatsApp complaint registration available on the same number.
  • Complaints can also be registered via Email or the ASKMTS Complaint App.

Service Coverage
This AMC covers only electronic security devices, including but not limited to:

  • CCTV Cameras & NVR/DVR Systems
  • EPABX & Intercom Systems
  • Intruder Alarm Systems
  • Access Control Systems
  • Boom Barriers & Gate Automation
  • Networking Equipment (used for security solutions)
  • Other electronic security devices as mutually agreed and listed in the contract

Temporary Replacement Equipment

  • Where agreed in the AMC contract/quote, temporary replacement equipment such as Panels, DVR/NVR, HDDs, or Cameras may be provided.
  • Temporary equipment is provided only for the duration of repair/service of the customer’s original device and is subject to availability.

AMC Options

  • Comprehensive AMC: Includes service, labor, and replacement of covered parts/components, subject to the exclusions defined in this AMC.
  • Non-Comprehensive AMC: Includes only service & labor. Spare parts and components are chargeable at actuals.

Response & Downtime

  • Response Time: within 48 hours of complaint logging.
  • Downtime resolution: within 48 business working hours from the service report generation.
  • The 48-hour downtime guarantee is applicable only during business working hours and excludes natural disasters or force majeure events.

Exclusions

The Silver AMC Plan does not cover the following unless agreed in writing:

  • Cabling: Only jointing is covered where technically feasible (FO, LAN, and standard copper/aluminium 2-core cables). Full replacement, rewiring, or relaying is excluded.
  • Damage caused by electrical surges, unstable power supply, lightning, fire, flood, rodents, or mishandling.
  • Civil/electrical works (trenching, masonry, new wiring, power points, etc.).
  • Relocation of main panels, NVR/DVR, or recording devices.
  • Replacement/upgrade due to technology obsolescence.

Consumables

  • Consumables such as batteries (UPS, alarm, access control), fuses, small plug-type adaptors, RFID cards, tags, keyfobs, and remote controls are not covered under this AMC by default.
  • These items will be chargeable separately at actual cost, unless explicitly mentioned and agreed to be covered in the AMC document by Ask Me Ideas Tech Services.

Manufacturer Warranty & Support Clause

  • If any product covered under AMC is found faulty and requires repair or replacement from the manufacturer, the turnaround time will depend entirely on the manufacturer’s policies, service process, and part availability.
  • If a product is discontinued, out of warranty, or no longer supported by the manufacturer, the company cannot be held responsible for repair delays or inability to restore the device.
  • In such cases, the customer may choose to purchase a new device, which will be installed on a chargeable basis.

Customer Responsibilities

  • Provide stable power supply, earthing, and surge protection for all equipment.
  • Report issues promptly via approved channels (Helpline, WhatsApp, Email, ASKMTS App).
  • Provide site access for service engineers during visits.
  • Protect equipment from tampering, unauthorized modifications, or damage.

Validity & Renewal

  • Contract activates only after written confirmation (email or document) from Ask Me Ideas Tech Services.
  • Validity: 12 months from activation.
  • AMC charges are payable annually in advance, unless otherwise agreed in writing from Ask Me Ideas Tech Services.
  • Any changes requested after activation (e.g., adding new devices, relocation of main panels, or major configuration changes) will incur additional charges.
  • AMC pricing is subject to renewal and may be revised annually by up to 10% or as mutually agreed.

Pre-AMC System Condition

  • The AMC applies only to equipment and systems that are in working condition at the time of contract activation.
  • If the system, or any part of it, is found to be non-functional, faulty, damaged, or in need of major repair/replacement at the time of AMC initiation, the required repairs, replacements, or restoration will be carried out on a chargeable basis, unless otherwise agreed in writing before AMC activation.
  • AMC coverage for such equipment will commence only after it has been restored to proper working condition and confirmed by Ask Me Ideas Tech Services.

General Terms

  1. In case equipment is under manufacturer’s warranty, AMC services will be limited to coordination & support.
  2. Comprehensive AMC replacement will be done with equivalent or compatible parts, subject to availability.
  3. Temporary replacement equipment (Panels, DVR/NVR, HDDs, Cameras, etc.) will be provided only if agreed in the AMC contract/quote and is subject to availability.
  4. All complaints must be logged through official channels for proper tracking.
  5. The company is not liable for data loss, recording loss, or consequential damages due to equipment failure.
  6. If the customer, or any third party appointed by the customer, attempts to repair, modify, or tamper with the equipment without prior written approval, the AMC contract shall be considered terminated immediately. Any further service will be chargeable separately.
  7. Upon expiry or termination of the AMC, the system will be handed over in “as-is” condition. If the customer refuses to take handover, the company will record the refusal and its liability shall cease from that date.
  8. All disputes arising under this AMC shall be subject to the exclusive jurisdiction of the courts in Udaipur, Rajasthan only.
  9. Services outside the defined scope will be charged separately at actual cost.

Note

For customers requiring priority support and 24-hour downtime resolution, our Gold AMC Plan is available with enhanced benefits.