Annual Maintenance Contract
One-year post-launch support, monitoring and production maintenance for the Parts Manager platform — three dedicated resources across infrastructure, application and quality, with defined SLAs, scope and commercials.
Resources & commercials
| Role | Allocation | Monthly (INR) | Primary scope |
|---|---|---|---|
| DevOps Engineer (Infrastructure Maintenance) | 1.0 resource · dedicated | INR 1,50,000 | Cloud infra, servers, databases, networking, backups, monitoring, alerting and cost optimisation. |
| L1 Support + UI/UX Engineer | 0.5 + 0.5 resource | INR 1,50,000 | First-line ticket triage, user-facing bug fixes and small UI/UX enhancements across all three apps. |
| Backend + QA Engineer | 0.5 + 0.5 resource | INR 1,50,000 | APIs, integrations, database changes, security patches plus regression and release testing. |
| Total · 3 resources | INR 4,50,000 | Monthly · exclusive of GST | |
DevOps Engineer (Infrastructure Maintenance)
INR 1,50,000Cloud infra, servers, databases, networking, backups, monitoring, alerting and cost optimisation.
L1 Support + UI/UX Engineer
INR 1,50,000First-line ticket triage, user-facing bug fixes and small UI/UX enhancements across all three apps.
Backend + QA Engineer
INR 1,50,000APIs, integrations, database changes, security patches plus regression and release testing.
Scope of work
- ▸Break-fix support for all Incidents in the Software (Severity 1–4, per Clause 4 of SLA).
- ▸Primary scope is production maintenance — keeping the live platform stable, secure and available for end users.
- ▸Day-to-day operational upkeep: monitoring, incident response, restoration and preventive maintenance of the existing production build.
- ▸Enhancements, new features and Change Requests (CRs) are explicitly NOT part of this AMC and will be quoted separately as change orders.
- ▸Security patching of application-layer code and dependencies flagged as Critical or High severity by automated scanning tools.
- ▸Proactive infrastructure and application monitoring (uptime, error rates, API latency) with alerting.
- ▸Routine database maintenance: backups, index/query optimization, and backup-restore testing (quarterly).
- ▸Minor configuration changes: environment variables, feature flags, email/SMS templates, payment gateway parameter updates.
- ▸Monthly health report covering uptime %, incident log, resolved tickets, and infrastructure cost summary.
- ▸Access to a ticketing portal and a named Technical Account Point of Contact during Business Hours.
- ▸Complete health monitoring of applications, APIs and mobile clients — bring services back live on any disruption.
- ▸L1 first-line support triage for end-user reported issues with clear escalation paths.
Service Level Agreement
| Severity | Definition | Response | Resolution target |
|---|---|---|---|
| Sev-1 | Production down / critical business impact | 15 min | 4 business hours |
| Sev-2 | Major feature impaired, workaround limited | 30 min | 1 business day |
| Sev-3 | Minor feature affected, workaround available | 4 business hours | 3 business days |
| Sev-4 | Cosmetic issue / enhancement request | 1 business day | Next release cycle |
Production down / critical business impact
Major feature impaired, workaround limited
Minor feature affected, workaround available
Cosmetic issue / enhancement request
Roles & responsibilities
- ▸Deliver the scope of work through the agreed resource allocation.
- ▸Maintain monitoring, alerting and on-call rotation during Business Hours.
- ▸Publish monthly reports on SLA adherence, incidents, tickets and infra spend.
- ▸Follow change-management for all production releases.
- ▸Maintain confidentiality of customer data and comply with the executed NDA.
- ▸Provide continued access to cloud, code repository and third-party services.
- ▸Nominate a Business Owner as the single point of contact for approvals.
- ▸Fund all third-party infrastructure and licensing costs at actuals.
- ▸Approve major changes, feature enhancements and out-of-scope work orders.
- ▸Pay AMC fees monthly in advance within 7 days of invoice.
Terms & conditions
This is a one (1) year contract — twelve (12) months from the effective date, auto-renewing for successive 12-month terms unless terminated with 60 days written notice.
GCC business hours — Monday to Friday, 09:00 – 18:00 GST (Gulf Standard Time), with weekend on Saturday & Sunday and Friday afternoon observed as half-day where applicable per UAE labour norms.
Service Provider follows the GCC / UAE public holiday calendar (as notified by the UAE government each year), including Eid Al Fitr, Eid Al Adha, Islamic New Year, Prophet Muhammad's Birthday, Commemoration Day, UAE National Day and New Year's Day.
Enhancements, new features and Change Requests (CRs) are NOT part of this AMC. New feature development, integrations not present at go-live, major framework upgrades, on-site deployments and data migration — all billed separately via signed change order.
Invoiced monthly in advance. Payment due within seven (7) days. Overdue invoices attract interest at 1.5% per month.
All fees are exclusive of GST and any other applicable taxes, added at prevailing rates.
Any request estimated over 8 person-hours is treated as a change order and quoted separately before execution.
Client retains ownership of all data. Service Provider retains ownership of pre-existing frameworks, tools and libraries. Both parties are bound by the executed NDA.
Service Provider will comply with applicable data protection laws and industry-standard security controls.
Neither party is liable for delays caused by events beyond reasonable control (natural disasters, internet outages, regulatory actions).
Aggregate liability under this AMC is limited to fees paid in the preceding three (3) months.
Either party may terminate for material breach with 30 days written notice if not cured. On termination, the Service Provider will support handover for up to 30 days at prevailing rates.
Governed by the laws of India and subject to the exclusive jurisdiction of courts at Hyderabad, Telangana.
This document forms an integral part of the Master Services Agreement between the Client and the Service Provider. In case of any conflict, the executed MSA prevails.