Frequently Asked Question

Purpose of This Article

This article explains the difference between support that is included under an agreement (such as AMC or predefined scope) and support that is chargeable.

It aims to remove confusion around billing and clarify why some support activities incur additional charges.

This document is informational only and does not create any binding obligation.

Actual inclusions and exclusions are governed strictly by written agreements, invoices, or contracts.

What Is Included Support

Included support generally covers routine operational assistance required to keep existing systems functional, as defined in the applicable agreement.

Included Support May Cover:

• Basic troubleshooting of reported issues
• Restoration of services that were previously working
• Routine configuration checks
• Minor corrective actions within existing setup
• Support within defined time and frequency limits

Included support is designed for maintenance, not expansion or continuous change.

What Is Chargeable Support

Chargeable support applies when work goes beyond routine operations or outside the agreed scope.

Support Is Typically Chargeable When It Involves:

• Repeated issues caused by external or environmental factors
• Changes to existing configuration by request
• Network, security, or performance optimization
• Rework due to third-party changes (ISP, OEM, software updates)
• Support for unsupported or outdated systems
• Work requested outside covered hours or scope
• Onsite visits not included in the agreement

Chargeable support reflects time, expertise, and responsibility, not just task size.

Why Some Support Is Not Included Automatically

IT environments are influenced by:

• Power quality
• Network conditions
• User behavior
• Third-party systems and vendors

When these factors cause recurring or non-standard work, it falls outside routine support.

Included support cannot reasonably absorb unlimited time or repeated interventions without a defined commercial structure.

Common Examples

Included Support (Illustrative):

• Printer not printing due to driver issue
• Email not syncing due to known configuration issue
• System not booting due to OS error

Chargeable Support (Illustrative):

• Printer repeatedly disconnecting due to network instability
• Network reconfiguration after router or ISP change
• Performance tuning or system optimization
• Repeated rework for the same issue without root cause resolution

Why Charges Are Necessary

Chargeable support ensures:

• Fair use of support resources
• Proper prioritization
• Sustainable service delivery
• Accountability for recurring or complex work

Charging is not a penalty—it is a structured way to manage effort and responsibility.

Final Clarification

Included support keeps systems running.
Chargeable support addresses change, complexity, or repetition.

The distinction ensures transparency and predictable service outcomes.

Important Note

This article is for general guidance only and does not override any written agreement.
All services are provided on a best-effort basis and may be chargeable unless explicitly included.