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SERVICES SLA / DESCRIPTION OF SERVICES
Round-the-clock access to the technical support on phone lines. This contract includes labour + Spare Parts. (Batteries excluded). Guaranteed 4-8 hour response time & 8-16 hours resolution time. If
problem is not solved within permissible resolution time, Omaxe will provide a suitable standby.
Travelling time included within 25 kilometres radius from UPS Service centre.
Guaranteed availability of genuine parts Half yearly Preventative Maintenance visit, in normal business hour (10
X 6). Extra preventative maintenance visit at reduced rates for labour and travel expenses.
Batteries Check included, Replacement on chargeable basis. Payment: Annually advance against invoice. Service timings: Onsite support on all Business days, Monday to Saturday (10:00AM to
06:00PM). AMC includes solving the reported UPSs complaints as and when required including �
replacement of parts/components/modules etc. at free of cost. In case of PCB/Module/Unit replacement, customer has to return the faulty
PCB/Module/Unit. AMC Period: One Year from the date of signing the agreement. All standard Major Force conditions are applicable. Zero defect quality service for complete satisfaction and peace of
mind. If the call is locked on Friday post 3pm then it will be attended on high priority on Friday
evening or on Saturday. If the call is logged on Saturday then it will be attended either on same day or on coming
Monday. (Excluding 2nd and 4th Saturdays).
Exclusions: The following will be outside the scope of this Agreement and Omaxe shall not provide any repair/replacements in respect of the same:
Batteries are excluded in above proposal. Any other accessory like: - Stabilizer/isolation transformer/charger are not considered
and separate revised quote to be takes if such parts to be covered. Cables, Links, Switch Gears and Wound Components such as isolation Transformers &
Chokes. UPS burning / any failure due to mishandling of product. Damaged / missing part support not covered. Earthing to be managed by customer (not included in the given offer). Any damage/Change by third party will be repaired on chargeable basis. Damages due to Natural calamities. Ageing issue and Any civil & structural work.
The company shall contact the following person for logging complaint for redressal of any grievance in respect of the service rendered under this aggrement:-
1. Service Centre No. – 011 4101 90162. Mr. Bhupendra Tyagi – 98109571003. Mr. Sanjeev Sharma - 99105762774. Mr. Mukesh Chandra - 9810049175