Annual Maintenance Contract (AMC) Support Policy

OneSphere Enterprises

Last Updated: 31st October 2025

1. Introduction

This Annual Maintenance Contract (AMC) Support Policy outlines the terms, responsibilities, and services provided by OneSphere Enterprises (“Company”) to its clients (“Customer”) for the maintenance of POS-related hardware, software, and networking infrastructure.

By purchasing or subscribing to an AMC from OneSphere Enterprises, the Customer agrees to the terms listed below.

2. Scope of AMC Services

AMC Services typically include, but are not limited to:

2.1 POS Hardware Maintenance

  • Regular inspection and maintenance of POS terminals

  • Barcode scanners, receipt printers, cash drawers

  • Replacement or repair of defective POS components, as applicable

  • Troubleshooting at the site or remotely

2.2 POS Software Maintenance

  • POS application upgrades (minor/patch releases)

  • Regular health checks and performance optimization

  • Configuration management

  • Fixing software-level operational issues

2.3 Networking & Connectivity

  • Network device configuration support

  • POS-network troubleshooting

  • Router/Switch configuration assistance (if under contract)

2.4 Preventive Maintenance

  • Scheduled health check visits

  • Performance analysis and optimization

  • Log review & usage guidance

3. AMC Service Types

AMC options available for Customer selection:

3.1 Comprehensive AMC

Includes:

  • Service charges

  • Repair

  • Replacement of standard components
    (Exclusions are mentioned under Section 13)

3.2 Non-Comprehensive AMC

Includes:

  • Service & Support only
    Cost of replacement parts is borne by the Customer.

4. Service Availability

  • Support Hours: 09:30 AM – 06:30 PM (Mon–Sat)

  • Support modes:

    • On-site

    • Remote/Online

    • Phone, Email, Ticket based support

Emergency support may be offered at additional charges.

5. Response & Resolution Time

Type Response Time Resolution Time
Critical Outage 2–6 hours 24–48 hours
Major Issues 12 hours 72 hours
Minor Issues 24 hours 3–5 working days

Resolution times may vary based on part availability.

6. Customer Responsibilities

Customer agrees to:

  • Provide safe access to equipment

  • Maintain a stable environment (power, network, etc.)

  • Avoid unauthorized modifications

  • Notify OneSphere Enterprises of issues in a timely manner

  • Use genuine consumables, certified equipment

7. Exclusions (Not Covered Under AMC)

The following items are NOT covered under AMC unless explicitly purchased:

  • Physical damage, burns, dents, breakage

  • Damage due to fire, water, accidents, natural calamities

  • Consumables (Paper, Ribbon, Battery, Adapters)

  • OS or third-party licensing costs

  • Unauthorized repairs

  • Virus/malware infections

  • Networking not supplied by Company

  • Electrical issues & fluctuations

Replacements for excluded items will be chargeable.

8. Spare Parts

  • Spare parts replacement depends on the AMC plan purchased.

  • Original or equivalent quality certified parts will be used.

  • Lead time depends on availability.

9. Preventive Maintenance Visits

  • 1–4 visits per year based on AMC package

  • Includes inspection & performance evaluation

10. Remote Support

Remote support will be provided via:

  • Phone

  • Email

  • WhatsApp

  • Remote desktop software

11. On-Site Support

On-site visits will be provided in case:

  • Remote troubleshooting is insufficient

  • Hardware repair or replacement is required

Travel charges may apply depending on customer location.

12. Software Updates

Software updates may include:

  • Bug fixes

  • Minor releases

  • Security patches
    Major upgrades or feature enhancements may be chargeable.

13. Warranty

AMC is not a warranty. Warranty terms apply separately.

14. Renewal & Termination

  • AMC is valid for 12 months unless otherwise specified.

  • Renewal must be completed before expiry.

  • Either party may terminate with 30-day notice.

  • No refunds for mid-term cancellation.

15. Payment Terms

  • AMC charges must be paid in advance

  • Payment delay may suspend services

  • Taxes/GST applicable as per law

16. Governing Law

This AMC Support Policy is governed by the laws of India.
Legal disputes are subject to the exclusive jurisdiction of the courts in Rabkavi, Karnataka.

17. Liability

OneSphere Enterprises is not liable for:

  • Loss of business or profits

  • Data loss or corruption

  • Third-party equipment failures

  • Customer misuse or negligence

Maximum liability is limited to the AMC amount paid.

18. Confidentiality

Both parties agree to keep business and operational data confidential.

19. Changes to Policy

OneSphere Enterprises may update this policy from time to time.
Customers are encouraged to visit the website for updated terms.

Contact Information

OneSphere Enterprises
Email: support@onesphere.co.in
Phone: +91-9513912346
Website: https://www.onesphere.co.in