Service / Maintenance Contracts Guide And Downloadable Sample Agreement

Author: Brian Karas, Published on Aug 18, 2016

This guide provides in-depth recommendations for service / maintenance and a sample service agreement that integrators can edit and customize for their needs.

 

It includes:

  • List of 20+ standard inclusion terms
  • List of 9 standard exclusion terms
  • Segmenting first year warranty vs service agreements
  • Listing covered devices
  • Denoting coverage and response times
  • Setting pricing and terms
  • Downloadable / customizable sample service agreement (Word Doc)

**** ***** ******** **-***** *************** *** ******* / *********** *** a sample ******* ********* **** *********** *** **** *** ********* *** their *****.

 

** ********:

  • **** ** **+ ******** ********* *****
  • **** ** * ******** ********* *****
  • ********** ***** **** ******** ** ******* **********
  • ******* ******* *******
  • ******** ******** *** ******** *****
  • ******* ******* *** *****
  • ************ / ************ ****** ******* ********* (**** ***)

[***************]

Service ********* ********

******* ********** **** *** ******** *** ******* ** *********** ***** ** keep ***** ****** ** *** *******. **** ******* *** ******* preventative *********** *** ******** *******, *** ****** *** ****** **** the ******** ** **** ***** ****** ***********.

First **** ******** **. ******* *********

**** ***** ** ** *********, ** ******** ******** ** **** of * *** ** ***** ***********, ** ***** * *-**** warranty ** *** ********* *******.  ***** ** ***** ********** ****, but *** ********* ******** ** ***** ******** ** *********** (**: a ***** **** *** ********** **********), ** ******** ******* ********. 

********** ***** **** ******** ***** ** **-** ****** ** ****** where ******* ********** *** **** ********.

*** * **** ******** **** ********* *** ***** ****** **** installing *******, ******** ******/********/*********, ** ******** ***** ** *******.

* ******* ********* *** ********* ** **** ** ******** ** ********* a * **** ********.  ** **** ***** *** ********** *** choose ** ******** *** ******** *** *** ***** **** ** account *** *** **** **** **** ***** ******* ***** ***** already ** ******* ****** ******** ******** *****.

Standard **********

***** ***** ** *********** ** **** ***** ** * "********" service *********, ***** *** **** ***** **** *** ********** ****.

************ *********** ** ********* ******** ****** ********* ********* **** **********.

************ *********** *** *****:

  • ***** ****** *** ******** *** ***** *** ****** *****
  • ****** ****** **** *** ***** ******** *** ******* **********
  • ******* ********** ******** ******* *** *******
  • ***** ****** *** ******** ** ****** ********* *** ******, **** of ****/*********
  • ***** ****** *** ********** *** ***** ** **********, ****** ** other **********
  • ***** ******** ******** **** ** ****/****, ********* ********, 
  • ******** ****** ******** ** ***** **** ******* *** ********* ** ensure ********* ** ******* *** ****** *** ********** ** ********
  • ***** *** ******* ******** **** ** *** ******* *** ****** operation
  • ******* *** ****** ******* ** **********
  • ***** *** ******* *********** ** ********* (*******, *********, ***.)

************ *********** *** ****** *******:

  • ***** ***** ******* ** ****** ******* ****** *** ****** ********* (eg: ***** *** ****** ******* *******)
  • ***** **** *** ***** ** ****** *****, **** *****, ** other ****** *** ***** ** ********* ** ******** ********* ** appropriate
  • ***** **** ******** *** *********** **** **** *** **** **** for ** ***** ** **** ** ***** *********** **** *** be ******** *** ************ *** ***** ** ********* ** ******** personnel ** ***********, *** ******/********** ***** *********** ** **********
  • ****** ****** ********* ** ********* ****** *****
  • ****** ****** ******** **** ***** ****/******** ***** ** **********

*******/******* *****:

  • ********* ***** *******
  • ********** ****** ** ****** ***** ** **** (********* **** * limit ** *-* ***** *** **** **** *** ******)
  • ********* ****** ******* *******
  • ******* ******** ******** ** *** ******** ********* ** **** ** software ********

Standard **********

***** ************ ******** ** **** ** *** ******** *** ** altered, *** *** ********* ***** ** ******* *** ********** **** extreme *****, ****** ******* ** *********, ** ********* ***** * customer ***** ******* ** **** ********* ** *** *********.

  • ***** *** ****** ******, *****, ******, ***********
  • ********-******* ** ********* ********* ** *** *** **********
  • ******* *** ***** ******* ******
  • ********* ******* ** **** ** *** - ********, ******, ******, fires, ***.
  • ********* ******* ** *******, ***** 
  • ********* ******* ** **********, ****** ** *********** ****
  • *** ********* *** *********** ** **** ********* ** *********
  • ********* ***** **** * (********* *-* *****) ** ** ****** supported ** ************

List ** ******* *******

******* ******* ** **** ** *** ********* ****** ** ************ listed ** ***** ****** *********.  ** **** *****, *** **** large *******, ** *** *** ** ********* ** ******** **** * complete **** *** ** *** ******* **** ***** (*******, ***********) and ******/****** ** ******* *** ***** ******** *******.

Coverage *** ******** *****

******* ********** ***** ******* **/* ********, ********* ********. ** *** do *** ********* **** ** **-**** *********** *** ***** ** will ****** ** ********* ** *** ********* ** ** ****** ******* calls *** ******** *******.

** ******* ******** **** ** *-* ***** ** ******, **** a ********** *** ** **-**** **** ****** *-* ***** ***** initial *************** *** ***************, *** * ***** ********** **** ** 24-48 *****. ********** ********** ***** **** ***** ******* *** ********** to ******** ***** *** ****** *********.

Inventory ** ***** *********

** ***** ** ****** ******* ******* *** ** **** *********** quickly **** * ****** ***** *********** ****** **** ***** *******, servers/NVRs *** ****** ******* ********* ** ***** *** *********.

*** ***** ********* * ********* *** ** ***** *** ******** spares ** ** **** ** *** ********* ******** ** ****** faster/easier ****** ** **-**** ***********.  ** **** ** **** *** equipment ****** ** *** ******** **** ****** ** **** ** a ****** **** ** ******* *** ******* ********** ** ******** of *** **********.

*********** *** ********* **** ******* ********** **** ******* **** ************* on * ******* ****** ** *************, ** **** ****** ********* can ** **** ** ***** ******.

Other ***** ******* **** ******* **********

******** ***** *** ** ******* ** * ******** *** ********* that **** ****** ******* **********.  ******** *** ****** ********* *** also ** ********** **** ** ****** ******* *********, *** **** typically ******* **** ******** ** ************* ***** ** *** *********, and ***** ** **** ********* ***** **** *** ******** ** up *** *******.

Service ********* ******* *** *****

********* * ********** ** ***** ****** ***** ** **** ** the ****** ***** ** * *********** *********.  *-**% ** ****** for * ***** ********* **** ******* **** ** ****** ********** maintenance *** ****-********-*** ******. ***** ** **** ** **% ** system ***** *** **** *** ********** **** ***** ******** ******** to *** ******.

***** *** ********* * **** *******, ****** ****** ***** ** 3-5 ***** ****** ** *******, *********** **** * ***** ********, to ****** * ****-**** ********* ** *****.

***** ********* ****** ** ********, *** ***** ** *** ********. Adjustments ****** **** *** ******** ***** ***** *** *******. **** ****** *** ********* **** ** ***** *** materials **** ****.

Other ******** ** ******* **********

*** ****** ************ *********** ****** ******* * **** *********** ** get ********** ** ***** ** **** ********. **** ****** ** opportunity ** ****** *** ******* ** ***** ********** **** **** occurred ** *** **** **** *** ******* ****** ************ ** upgrades ** **********.

Downloadbale ****** *********

**** *** ******* * ****** ******* *********** *** ** * ******** *** ******** **** *** ******* agreements. *** *** **** ** **** *** *** **** *** your *******.

**** ********** ********* **** **** * ****** ***/** ********** ** **** region **** *********** ***** ********** ************ ****** ******* ********* *** warranties. ** **********, ******** ******* *** ************ ***** *** **** by ***** ** *******.

Comments (7)

“********* * ********** **total ****** ***** is used as the annual price of a maintenance agreement. 8-10% is common for a basic agreement that focuses more on annual preventive maintenance and next-business-day repair.

  • ******* *** ****** ******* ** **********
  • ***** *** ******* *********** ** ********* (*******, *********, ***.)”

****** ********* **** * ******* ****** ***** *** ***** ******. First, **** ***** *** ********** **** ** ***** ****** *****? Just *** ********, ******* ** ******** *** ***********? *** ***** and ******* * ******?

**** ******* ** ************ *********** ** ******* ********* **** *** 8-10%? *********** ******** *** ***** (******** ******** ** *** ** warranty)? ** **** *****?

** ** *******, ***** ***** *****.

***********, ***** ***. * ******** * *** *********** ***** **** awhile **** *** **** ****** ********* ****** *** ** ****** small ****.

**** ** *** *******.

** ****** ********** * *** ******* ********* ******* *'* **** to **** ******* ***** *** *******, ******** **** *****, ***.

** **** *** **** **** ******* ******** *** **** ** a **** **** ***** ******** ************ *** ********* ** ******* vs. *** *******. *** ********* ** ******* ******** *********** ** how ** ******** * ********** *******, *** ** ******* **** what *'** **** ****** **** *** *********** **** **** *** contracts *** *** ** ****** ** *** ****.

***** ********* * ***** ***, **** **** ********* **** *** those **** *****'* ****** **** ***. *** ***** **** ****'* it ****'* ******* **** ****'* ***** **** ****** **, ** was ******* ** **** ****** ** ******* ****** *** ****** denies *** ********** *********. **** ***** ****, ** **** *** to **** * "********" ** ******* *** ** *****'* **** the **** ************ ***. *****'* ***** **** *** ** **** had *** *********** *** **** *****'* **** ********. ******** ******* it's **** ** ***** ** ******** ******* *** **** **** competitive ***** *****.

*** ******* ******* ** *** **** ** ********* *** ***'* give ** ****** ** ***** ******* ** ************ ********, **** really ***** ** ****** *** **** ** * ********** ******** but **** **** **** ****. * **** **** ** ***** that *** *** ***** **** **** ******** *** **** ******** time ** **** ******.

*** ** **** *** ******* **** ***** ****** ** *** keep ******** *** *** **** ****** ************. **'* ********* *** like ********** ** ********* ***** **** *** *** **** ** email *** ********** ******* ******* ******* *** **********. *** ******* tracker **** ******** ** **** ******* **** *** *** **** routing **** *** ******* **********.

*****, * **** **** ****** ** * *** *** *** I ****** ** **** **** *** ******* ********* ** ** out ** ******** ********* ********.

*. ** *********** ***** ** ***** "********" **** ******?

*. ** **** ******** ** "******** ********" ********?

*. **** ** *** **** ** **** ******** ******** ** average?

*. *** ** *** ****** *** ** **** ********? ** you **** ******** ******** *******?

******.

** *** ** * *** ****** ***, *** ****** ***** be ******** :)

********* **** ***** *********** *** ***** ** **** ******* ** your *********.

**** *** ************* * *** ** *********** *** ****, * would *** **** ******** "********" ** **** ** ** ********* case, *** ** *** *** ************** ** ******* * ******** list ** ******* ******* ** ***********.

*** ** **** ******* ******** *** ****** ** ************ ** spares *** ********** ************. ******** * ****** ******** ***** ****** may *** ** * *** *****, ** ** ***** ***** should ** ****** ** ****-** *********** *******. ******** ********* **** a *********-******* ******* ******* ***** ****** (********* * ****-** *******) might ** **** ***** ******* *** ***'* ****** **** ** easy *********** ** *** **** *****. *** **** ********* ** may ** **** ** ******** ******** ********* ******* *** ******* a ******* ******** **** (*.*.: ** *** ********* ******* ******* plate ****** *****, ** **** ** ******** **** ******* *, which **** **** ******* ********* ******** ** ******* *, ** an ********* **** ** *).

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