Frequently Asked Question

Purpose of This Article

This article is intended to generally explain the difference between Warranty and AMC (Annual Maintenance Contract) and to address common misunderstandings—particularly the assumption that purchasing hardware automatically includes unlimited or ongoing free support.

This document is informational in nature only.

It does not constitute a contract, service commitment, or binding obligation.

Actual coverage, scope, timelines, and responsibilities are governed solely by the applicable written agreement, invoice, or contract, where executed.

1. What Is Warranty?

Warranty is a manufacturer-provided assurance that a product will function as specified under normal usage conditions for a defined period.

Warranty obligations are determined and enforced strictly by the OEM (Original Equipment Manufacturer).

Unless explicitly stated in writing, the seller or service provider does not assume manufacturer warranty obligations.

Warranty Typically Covers:

• Manufacturing defects
• Faulty internal hardware components
• OEM-approved repair or replacement
• Issues formally acknowledged and validated by the manufacturer

Warranty Typically Does NOT Cover:

• Installation or re-installation services
• Network or connectivity issues
• Configuration or reconfiguration
• Software, driver, firmware, or operating system issues
• Power issues, voltage fluctuations, or grounding problems
• ISP, router, firewall, switch, or cabling-related issues
• User errors, misuse, or repeated improper handling
• Environmental factors (dust, heat, moisture, pests, physical damage)
• Repeated or intermittent issues not attributable to a confirmed hardware defect

Important Clarification:

Warranty applies only to the product itself, not to the environment, network, power conditions, or third-party systems in which the product operates.

2. What Is AMC (Annual Maintenance Contract)?

An AMC is a service arrangement, not a product guarantee.

It generally covers technical support, troubleshooting, and maintenance activities required to keep systems operational over time, as per the agreed scope.

AMC coverage, response timelines, inclusions, and exclusions are defined exclusively by the written AMC agreement.

AMC May Include (Subject to Contract Terms):

• Troubleshooting recurring operational issues
• Network and connectivity diagnostics
• Printer offline or disconnection troubleshooting
• Driver installation or updates
• Basic configuration or reconfiguration support
• Preventive maintenance activities
• Coordination with OEMs or ISPs on a best-effort basis
• Onsite or remote support as specified in the AMC

AMC Typically Does NOT Include:

• Free hardware replacement
• Manufacturing defects (handled under warranty)
• Major upgrades, redesigns, or infrastructure changes
• Damage caused by misuse, negligence, or external factors
• Support for unsupported, obsolete, or end-of-life systems
• Any work outside the expressly defined AMC scope

3. Common Misconception

“We Bought the Product From You, So Support Is Free”

This assumption is incorrect.
Purchasing hardware does not automatically include:

• Unlimited troubleshooting
• Unlimited onsite visits
• Lifetime configuration support
• Repeated issue resolution at no cost

Hardware purchase is a one-time transaction. Support is an ongoing service and is chargeable unless contractually covered.

4. Practical Example – Printer Scenario

Case 1

The printer develops an internal hardware fault within the warranty period.

✔ Typically handled under manufacturer warranty (subject to OEM approval)

Case 2

The printer disconnects repeatedly due to:

• Router replacement
• IP conflicts
• Wi-Fi interference
• ISP modem resets
• Network or configuration changes

✖ Not a warranty issue

✔ Addressed under AMC (if applicable) or as chargeable support

Frequent disconnections usually indicate:

• Network instability
• Infrastructure limitations
• Environmental or configuration-related issues

These situations require IT support services, not warranty claims.

5. Why Warranty and AMC Are Not Interchangeable

There is no implied overlap unless explicitly stated in writing.

6. Support Without AMC

Where no AMC is in place:

• Support is provided on a chargeable, pay-per-incident or pay-per-visit basis
• Response timelines are best-effort
• Priority handling or proactive monitoring does not apply

AMC, where agreed, helps provide:

• Predictable service costs
• Defined response expectations
• Structured accountability
• Reduced operational downtime

7. Policy Summary (High-Level)

• Warranty = Manufacturer responsibility for product defects
• AMC = Service provider responsibility for agreed support services
• No AMC = Chargeable support model

Final applicability is governed only by written agreements.

8. Final Clarification

Purchasing hardware provides ownership of a device.

AMC, where applicable, supports the operation of that device within a real-world environment involving networks, power conditions, users, and third-party dependencies.

Effective IT support requires structured service coverage, not assumptions.