Maintenance Contract Definition
A maintenance contract, defined as the contract between 2 parties which creates the agreement that one party will maintain an asset owned by another party, is common across many industries. Maintenance contracts can exist for equipment, a building, landscape, computers and other information technologies, and more.
Maintenance Contract Explanation
A maintenance contract, explained as an agreement which supports many service businesses, is simply an agreement to maintain something. This can expand across the many needs listed above, Additionally, a maintenance agreement can span across industries: manufacturing has equipment which needs to be maintained just as much as healthcare, IT, retail, and more. A maintenance contract signifies the agreement to maintain anything and is somewhat of a general concept.
Common parts of a maintenance contract span across all needs. To begin the process, a maintenance contract agreement sets the expectations, timeline, requirements, price, and what is not included in the contract. Also known as the annual maintenance contract rules, these terms are usually negotiated by the two invested parties and is then finalized with a maintenance contract form.
These are initially presented in the form of a maintenance contract proposal. This, the initial document, is similar to a proforma invoice. It is merely a quote. After negotiation the final agreement is made official with a contractual document.
One will want to pay special attention to the maintenance contract terms and conditions. Through these, agreements may be made which were not necessarily agreed upon. Only by fully reading and understanding the contract can a business understand what they are agreeing to. If further help is needed it is recommended that a lawyer reads the contract before it is signed.
Generally, to end the agreement a maintenance contract cancellation letter is needed. This document officially ends the relationship between the two parties. Professional courtesy dictates that before one of these letters is sent the customer will inform the vendor of how their expectations are not being met. If the problem persists, the agreement can be formally closed with a cancellation letter.
Maintenance Contract Example
Lisa is the owner of a property maintenance firm. Following in her father’s footsteps, she works diligently to maintain the apartments and other real estate properties which have created her livelihood. As part of her work as the founder of her business, Lisa is often found “putting out fires”.
Lisa has no small task ahead of her. In fact, she has a large one. She must convince one of her customers who recently cancelled service to send her a maintenance contract renewal letter. As the owner of her business, she is the head saleswoman and customer service representative.
She was surprised that this customer has cancelled service because he has never spoken of any issues. Upon speaking with him, she realizes that he has found a better price. She must start negotiating quick before she looses this account.
Instead of creating a price war she relies on her ability to satisfy her customers. She agrees, with the customer, to have a single associate dedicated to his account. By simply hiring a part time college student who is given a work cell phone she can provide this. This person will provide the custom service that many other companies, especially mass market companies, can not.
Lisa is able to keep the client she was trying to save. She is thankful that she was able to meet his needs. If she creates positive word of mouth she can receive the referrals that her company can convert to customers. Over time, this will create the success she deserves.
1) Online Technical Support
2) Online Remote PC Support
3) Inbound Customer Services & Support
4) Email & Online Chat Support
5) Emergency Response & Support
Phone Support: Customers speak directly to customer support representatives over the phone. For inbound calls, an IVR (Integrated Voice Response) can be programmed to route captured calls in a variety of ways with the potential goal of quickest resolution of a customer’s request/problem.Phone Support is often used for order taking, pre-sales queries, upselling and cross-selling, troubleshooting etc.Outbound calls are calls made to customers from the call center to give or take information.
Email Support: Email is the primary means to offer web-based assistance for your customers when matters do not require an immediate answer. Low-cost, non-intrusive and anywhere-anytime access are some of the advantages of email-based communications. Trouble Ticketing System and CRM Applications help keep track of a series of follow-up correspondence with a particular customer. Services offered via email response management is claims processing, polling/media analysis, subscription services, troubleshooting, complaint registrations etc.
Remote Support: Solving problems of a computer at a particular location from a computer at another location is remote support. Companies can save considerable amounts of money on logistics through remote support. IT technicians are empowered with several tools that allow them to gain access to customers’ computers at various parts of the world. They are able to gain access and repair software related problems from remote locations. The need for a technician to visit the customers’ premises is mitigated.
We are going to provide you:
1) 24/7 Availability & Support
2) System Software & Application Support
3) E-mail Configuration & Support
4) Internet Connectivity Issues
5) Business Application Support
6) Hardware & Software Configurations & Upgrades
7) Security System Services & Support
Desk side team
The desk side team (sometimes known as "desktop support") is responsible for issues related to desktops, laptops, and peripherals, such as personal digital assistants. The help desk assigns the desktop team the second-level desk side issues that the first level was not able to solve. They set up and configure computers for new users and are typically responsible for any physical work relating to the computers, such as repairing software or computer hardware issues and moving workstations to another location.
The network team is responsible for the network software, hardware and infrastructure, such as servers, switches, backup systems, and firewalls. They are also responsible for the network services, such as email configuration, file management, and security issues. The help desk assigns the network team issues that are in their field of responsibility. Networks often have proprietary or open source monitoring devices that forward outage information to help desk systems so that tickets may be automatically opened and primary contacts paged.
The server team is responsible for most or all of the servers within the organization. This includes network authentication, network shares, network resources, email accounts, and all aspects of server software. It may also include more advanced services such as those related to databases, storage or content management systems, specialized proprietary services, and other industry-specific server-based applications.