eVision Niche Technologies Private Limited.

Description of the Work under the scope of Annually Renewable Maintenance Contract. 1. The maintenance services will consist of a) Attending to New installation, upgradation, policy implementation and complaints raised by client on daily basis related to Hardware, Software & Networking requirements of the client. b) Offsite/Onsite preventive and corrective maintenance of hardware equipments like servers, laptops, desktops, switches, routers and other networking components along with various softwares and Operating System support. c) The maintenance contract will include necessary repairs to the installed systems and replacement of defective/damaged parts, components and other accessories exclusive of hardware and software cost. d) The maintenance contract includes Server/Desktop/Network Setup and related operational issues, System Security/Firewall/Proxy implementation, Printing Solutions & document management, Removal of virus, Software patch updation, HDD crash & data recovery, system administration, network administration, software support /troubleshooting to keep the system fully operational.

2. The contract will be initially for ONE YEAR. The contract may be renewed for a further one year at a time, at the discretion of client and based on satisfactory services provided by the agency. 3. The maintenance services will be provided on all working days from 8:30 AM to 8:30 PM Monday to Saturday. Provision of availability of AMC services on Sundays or other public holidays and between night hours from 8:30 PM to 8:30 AM would be made available in case of emergency at extra cost. 4. The maintenance service agency shall provide maintenance services through qualified, experienced and competent visiting engineer as per the Technology Infrastructure Setup at Client Site, who will visit the site within timelines of 4 hrs, 8 hrs and 12 hrs as per the priorities of calls defined in the Service Level Agreement (SLA). 5. The resolution to the technical issues will be provided within timelines of 8 hrs, 24 hrs and 48 hrs depending on the defined SLA and on the nature of calls. 6. The parts/components/sub-assemblies used for repair/replacement by the contractor will be of the same/equivalent or higher make and functional capability as originally available in the systems. 7. The contractor will arrange all parts/components/sub-assemblies including Hard Disk, SMPS, Motherboard, Printer Parts, Networking equipments and Softwares at best possible cost after qualification by client. 8. The systems that are not serviceable by the contractor due to obsolescence of technology or non-availability of parts/components/assemblies will be exempted from the maintenance contract or serviceability duration will be extended over SLA as mutually agreed until requisite parts/spares are available. The decision of client regarding non-availability and obsolescence

of technology will be final. Withdrawal of such systems shall be communicated to the agency and equivalent maintenance charges shall be deducted from the amount due to the agency. 9. The contractor is also obliged to provide maintenance services for all major and popular brands of desktops & laptops such as DELL, Acer, HP, Lenovo, Samsung etc. Even assembled and unbranded equipments purchased by the client are covered under the Annual Maintenance Contract. 10. The Contractor is liable for the provision of standby desktop/laptop and other equipments to the client users till actual equipments become operational. 11. The Client is required to intimate the contractor for availing the services either through phone or email but a written request is to be submitted in hardcopy or through mail as a mandate. Penalty In case the maintenance agency fails to make the equipment operational within defined/extended SLA as mutually agreed then an amount of Rs. 500/- per day shall be made as penalty till the equipment becomes operational.

Benefits of availing the Annual Maintenance Contract Services of eVision Niche Technologies Pvt. Ltd. 1. 2. 3. 4. 5. 6. 7. Vast experience and expertise in technology support services. Error free operational system environment. Fast delivery of services with quick response and less resolution times. Effective services as best possible cost. Information security management, content blocking services and controlled user environment. Expert solutions of data backup and data recovery. Data and system security through antivirus/firewall/proxy solutions and regular provision of updates. 8. Email management, website and web server, file & print server management. 9. Periodic system checkup for preventive maintenance and continued operability. 10. 24*7 support services