Managed support, AMC & SLA
Support does not end at installation
Service Level Agreements and Annual Maintenance Contracts that protect business continuity, structured around how your organisation actually operates.
Overview
What managed support does TF&RS provide?
Product warranty coordination, preventive maintenance, on-call support, annual maintenance contracts (AMC), UPS repairing and corrective support, with SLAs that set out response processes and timelines.
The relationship is designed around operational continuity, not the delivery date. That means planning for what happens in year two and year three, not just the handover.
What’s covered
Six ways we keep systems running
Product warranty
Support coordination around supplied products and warranty requirements.
Preventive maintenance
Planned maintenance scheduled to reduce avoidable downtime.
On-call support
Responsive technical assistance whenever issues arise.
Corrective support
Troubleshooting, technical assistance and restoration.
UPS repairing
Repair and support for UPS and power-related requirements.
Annual contract
Structured AMC coverage for recurring requirements.
AMC vs SLA
Two agreements, different jobs
Many organisations use both: the AMC covers what gets maintained, the SLA covers how fast support responds.
| AMC (Annual Maintenance Contract) | SLA (Service Level Agreement) | |
|---|---|---|
| Purpose | Structured coverage for recurring maintenance and support over the year | Agreed response processes and timelines for support |
| Answers the question | What will be maintained, and how often? | How and how quickly will issues be handled? |
| Typically includes | Preventive maintenance, recurring requirements, corrective support | Response processes, escalation, timelines |
| Structured around | Each client’s operational requirements | |
Preventive over reactive
Fix things before they fail
Planned maintenance reduces avoidable downtime, and when something does go wrong, on-call and corrective support restore service quickly.
- Scheduled preventive maintenance
- On-call technical assistance
- Troubleshooting and restoration
- UPS and power-related repair
What is an AMC?
An Annual Maintenance Contract is a yearly agreement that covers recurring maintenance and support for your IT equipment and infrastructure, so that upkeep is planned rather than reactive.
What is an SLA?
A Service Level Agreement sets out, in advance, the support you can expect: the response processes and timelines that apply when you raise an issue.
Does TF&RS provide managed IT support after installation?
Yes. Support does not end at installation. TF&RS offers product warranty coordination, preventive maintenance, on-call support, annual contracts, UPS repairing and corrective support.
How are AMC and SLA terms decided?
They are structured around each client’s operational requirements, so coverage reflects how critical the systems are and how the organisation works. Contact TF&RS to discuss the right arrangement.
Talk to TF&RS
Protect the systems you already rely on
Tell us what you need covered. We’ll structure an AMC or SLA around your operations.