A server down for a day can stop a business. That is why companies buy a server AMC, and why disputes start when the scope is vague. Write down the devices, the response time and the limits. The Word terms below are a starting point; have them reviewed before use.
Server AMC scope
- Devices: servers, storage, switches, routers, firewall, access points, with make, model and serial number
- Preventive work: monthly or quarterly visits or remote checks (health logs, disk status, temperatures, updates as agreed)
- Breakdown response: hours to respond and to be on site, by device priority
- Parts: labour only, or listed parts included; devices under maker warranty handled through the maker
- Backups and data: who runs them, how they are checked
- Exclusions: data recovery, licences, misuse, power and environment faults, new projects
Server AMC cost: how to work it out
- Count devices by type; give servers a higher rate than switches.
- Add visits or remote checks per month.
- Price faster response (for example 4 hours) higher than next day.
- For comprehensive cover, add a parts allowance by device age.
- Add travel and margin; quote per device and in total.
The method matches computer AMC charges; the devices are worth more, and response times matter more.
Network AMC proposal
Many customers want servers and network in one offer. Use one proposal with two device lists and separate response times. The computer AMC quotation format works with an added network table.
Keep the device list right
Most AMC disputes are about a device that was or was not on the list. In ServicePilot each server and switch is an asset on the customer's site, covered by the AMC, with its visit and ticket history. See the IT asset register if you start in Excel.
