Managed Support & Maintenance Services
Keep business-critical systems at peak performance
Our support and maintenance services keep business-critical systems running at peak performance — responsive assistance, preventive maintenance, and continuous optimization.
What we deliver
An AMC is bought for the bad day, but its value is created on all the ordinary ones. Firmware kept current, backups verified, disks replaced before they fail, capacity watched as it fills — the work that stops the bad day from arriving.
Contracts are written around what you actually run and how much downtime costs you. Response times, coverage hours and what falls inside versus outside the contract are stated explicitly, because ambiguity in a support agreement only becomes visible during an incident.
Preventive visits follow a defined checklist rather than a general look around, and each one produces a written report. Over a year that record shows what is degrading, which is what makes budgeting for replacement possible before something forces the decision.
Scope
A typical support & amc engagement covers:
- Preventive maintenance
- Remote technical support
- Onsite support services
- Emergency response support
- Infrastructure optimization
- System health checks
- SLA-based support
- Technology lifecycle management
How we deliver
From site walk to handover.
- 01 BaselineAsset inventory, current configuration, warranty and support status, and the systems whose downtime actually costs money.
- 02 AgreeSLA tiers, coverage hours, response targets and explicit inclusions and exclusions, priced against that inventory.
- 03 MaintainScheduled preventive visits to a defined checklist, patching, backup verification and monitoring, each with a written report.
- 04 ReviewPeriodic review of incidents, capacity and ageing equipment, feeding a replacement plan you can budget against.
Standards
Built to standards your auditors check.
- Defined SLA tiers — response targets stated per severity, with coverage hours written down rather than implied.
- Explicit exclusions — what falls outside the contract is listed at signing, not discovered during an incident.
- Backup verification — restore testing included in the maintenance cycle rather than left to assumption.
- Written visit reports — every preventive visit documented, building a record of what is degrading over time.
Why dexline for support & amc
- Priced against a real inventory.
We baseline what you run before quoting, so the contract matches the estate rather than a generic tier.
- Exclusions stated up front.
What is outside the contract is written down at signing, because that is the clause that causes disputes.
- Preventive work to a checklist.
Scheduled visits follow a defined list and produce a report, rather than an informal look around.
- Ageing tracked for budgeting.
The maintenance record surfaces what is degrading, so replacement can be planned rather than forced.
FAQ
What should an IT AMC include?
At minimum: defined response times by severity, stated coverage hours, scheduled preventive maintenance, patch and firmware management, backup verification, monitoring with alerting, and written reporting. Look closely at what is excluded — parts, out-of-hours callouts, project work and third-party vendor liaison are the items most often outside a headline price.
What response time should we expect?
It should vary by severity rather than being a single number. A total outage of a business-critical system typically carries the shortest target, often measured in hours, while a single-user non-urgent issue sits considerably longer. What matters more than the headline figure is whether the contract defines how severity is assigned, since that determines which target applies.
How is an AMC priced?
Commonly against the size and complexity of the estate — device and user counts, number of sites, coverage hours, and response targets. A contract quoted without an inventory is quoting a guess, which usually surfaces later as items falling outside scope. We baseline what you run before pricing.
Do you support equipment you did not install?
Yes. We start with an audit to establish current configuration, support status and any pre-existing issues, and report anything we consider a risk before the contract starts. That protects both sides: you get a clear picture of what you are carrying, and neither party inherits an undocumented problem silently.
What is the difference between AMC and warranty?
Warranty is a manufacturer obligation to repair or replace faulty hardware, usually with lead times and no coverage of configuration, labour on site or anything caused by use. An AMC is a service agreement covering diagnosis, labour, preventive maintenance and response commitments across the estate. They complement each other, and we track warranty status as part of the maintenance record.
Related services
Often delivered together.
Have a support & amc project?
Tell us the site and rough scope. We’ll come back with a site-walk slot and an indicative BoQ within 48 hours.