IT AMC Coverage and Exclusions: Supported Services, Limitations & Responsibilities
A transparent breakdown of what is included in a Mint AMC agreement, what is excluded, and how customer and provider responsibilities are aligned.
Key Strategic Takeaways
- Included: Preventive maintenance visits, remote helpdesk, on-site troubleshooting, OS/firmware support, and OEM warranty coordination.
- Excluded: Physical hardware replacement, spare parts costs, consumables (toner, batteries), and third-party software license fees.
- Transparent non-comprehensive scope prevents disputes and ensures every rupee of your AMC fee goes toward skilled engineering delivery.
1. Supported Services & Standard Inclusions
Every Mint AMC contract covers the skilled engineering labor, diagnostics, and operational governance required to keep your in-scope hardware and system software running smoothly:
- Scheduled Preventive Maintenance (PM): Physical internal/external dust cleaning, thermal paste and fan airflow inspection, RAID/SMART disk health checks, and rack cable dressing.
- Remote Technical Helpdesk: Fast remote troubleshooting for OS errors, user profile issues, domain connectivity, printer queues, VPN clients, and firewall rules.
- On-Site Field Engineering Dispatch: Qualified engineer visits to your covered locations when an incident cannot be resolved remotely, governed by your contracted SLA tier (NBD or 4-hour metro).
- System Software & Firmware Governance: BIOS, firmware, driver, and security patch updates for in-scope servers, network switches, firewalls, and workstations.
- OEM Warranty Coordination: Logging, tracking, and coordinating hardware replacement claims with Dell, HPE, Lenovo, Cisco, Fortinet, or other OEMs for assets under active manufacturer warranty.
2. Explicit Exclusions & Service Limitations
To maintain complete commercial honesty, Mint AMC does not advertise or bundle physical hardware replacement or replacement guarantees. The following items are excluded from standard AMC fees:
- Physical Hardware Replacement & Spare Parts: The cost of replacement motherboards, hard drives/SSDs, RAM modules, power supplies, switch chassis, or other physical components.
- Consumables & Wear Items: Printer ink, toner cartridges, imaging drums, fuser assemblies, paper rollers, laptop batteries, external power adapters, and patch cords.
- Software Licensing & Subscriptions: Microsoft, Linux, VMware, firewall UTM subscriptions, or cloud hosting consumption charges.
- Physical Damage & Force Majeure: Equipment damaged by liquid spills, fire, lightning, severe electrical surges without functional UPS protection, or unauthorised third-party tampering.
How Out-of-Warranty Part Failures Are Handled
If a power supply or SSD fails on an out-of-warranty desktop or server, your Mint AMC engineer diagnoses and isolates the exact fault at no extra labor charge, provides the exact OEM part specification, and installs/configures the new component once procured by your team or sourced via authorised channels upon your approval.
3. Customer Operational Responsibilities
For smooth AMC execution, clients provide safe site access during scheduled PM windows, maintain valid operating system and security software licenses, ensure functional UPS/earthing power protection for server and network racks, and maintain regular off-site data backups.
Related IT AMC Guides & Best Practices
What Is an IT AMC? Overview, Benefits, Coverage & Enterprise Use Cases
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