Most repair vendors quote turnaround times verbally and forget them. We publish our SLA targets — response time, resolution time, escalation path, miss-SLA credits — in writing, on this page, for every priority tier. Your CIO gets a document. Your IT team gets accountability.
Every row below is a published commitment, not an estimate. Response time = first engineer contact acknowledgement. Resolution time = device repaired, tested, and returned or on-site functional. All targets apply during business hours (Mon–Sat, 10 AM–8 PM IST) unless your AMC includes after-hours coverage.
| Priority Tier | Response Time | Resolution Time | Escalation Trigger | Miss-SLA Credit |
|---|---|---|---|---|
| Critical Revenue / patient-care impacted | 2 HoursEngineer dispatched or on call | Same DayBy 8 PM IST, same business day | L2 auto-escalates at 1 hrL3 at 3 hrs if unresolved | 15-day AMC credit + written postmortem |
| High Senior staff / multi-device failure | 4 HoursFirst contact or dispatch | 24 HoursNext business day latest | L2 at 2 hrsL3 at 6 hrs if unresolved | 7-day AMC credit |
| Medium Individual device, workaround available | 8 HoursSame business day | 2–3 Days2 business days standard | L2 at next business dayIf still open | 7-day AMC credit |
| Standard Planned service, upgrades, bulk | 24 HoursNext business day | 3–5 DaysScheduled in advance | At client request | Schedule adjustment |
After-hours Critical response (outside Mon–Sat 10 AM–8 PM): available for Platinum AMC tier; confirm in your contract addendum.
Ambiguous priority declarations cause delays. These definitions are what we use internally — and what you can use when raising a ticket — so there is no debate about which bucket a fault falls into.
A Critical ticket is declared only when a specific device failure directly causes revenue loss, patient harm risk, payroll processing stoppage, or a situation where no workaround exists and work cannot continue on any other device.
A High ticket applies when a director, VP, doctor, or equivalent senior role is unable to work — or when 3 or more devices in the same department fail within the same shift, reducing capacity materially even if the team can partially continue.
The most common classification. Device has a fault that impairs but does not stop work — the employee can continue using a backup device, another machine in the pool, or adapt workflow temporarily. Screen crack, keyboard fault, battery drain, slow performance.
Routine maintenance, fleet-wide AMC inspections, RAM or SSD upgrades, OS reinstalls, preventive servicing, asset tagging, and bulk device pickups. These are scheduled in advance on the shared maintenance calendar with your account manager.
Every unresolved ticket escalates automatically — not by you chasing us. Here is the exact chain, with escalation timing baked in.
Your first contact on every ticket. Certified field engineer dispatched from our Secunderabad base. Handles diagnostics, common repairs (screen, battery, keyboard, SSD, OS), and documents the work log in your ticket. If resolution requires a part not on hand or a specialised repair, L1 immediately escalates — they do not delay.
Escalation trigger: Part unavailable, or repair not within L1 scope, or SLA breach imminent by 30 minutesSenior engineer with component-level, chip-level, and multi-brand expertise. Takes ownership when L1 cannot resolve: motherboard-level faults, data recovery, liquid damage, firmware issues, or when multiple devices fail simultaneously and L1 capacity is stretched. For Critical tickets, L2 is auto-assigned at the 1-hour mark, not on request.
Critical: auto-escalates at 1 hour · High: at 2 hours · Medium: at next business dayYour dedicated account manager (Gold and Platinum tiers) or shared account lead (Silver tier). L3 carries authority to commit to loaner devices from our hot-spare pool, expedite parts sourcing, and communicate directly with your IT head or CIO. For Critical tickets, L3 is on the loop from ticket creation — not just at escalation.
Critical: informed at ticket creation · High: alerted at 4-hour mark · All tiers: reachable by direct mobileEngaged only when a Critical or High ticket is at risk of breaching SLA after L2+L3 intervention, or when a client escalation requires executive-level commitment. The operations director is authorised to commit additional resources, arrange same-day part sourcing from alternate suppliers, and issue a formal written resolution commitment directly to your CIO or facility head.
Critical: if still open at 3 hours · High: if still open at 8 hours · On request for any tierSLAs without reporting are just promises. Every AMC client receives structured data on our performance — so your IT head can walk into a review meeting with numbers, not opinions.
Delivered by the 5th of each month via email. Covers: total tickets by priority, response-time compliance per tier, resolution-time compliance, any SLA breaches with root cause, and credits issued. Gold and Platinum tiers receive this as a PDF.
Platinum-tier clients: a 30-minute call with your account manager and the operations director. Reviews trends, recurring device failure patterns, fleet health score, and recommends preventive actions for the next quarter. Meeting notes shared within 24 hours.
Every open ticket has a WhatsApp thread with your account manager where status updates are pushed when: engineer is dispatched, diagnosis complete, part ordered (if required), repair complete, device in transit back to you. No chasing needed.
Included in your quarterly report for Gold and Platinum AMC: a per-device health assessment across the last 12 months showing failure frequency, repair history, and a risk-rated list of devices that are likely to require attention in the next 90 days.
60 days before your AMC contract expires, your account manager initiates the renewal conversation. No service gap, no coverage lapse. Renewal pricing is agreed before the old contract closes — continuity is our obligation.
Monthly GST invoices with full HSN/SAC codes, issued within 3 business days of each billing cycle close. PO-referenced invoicing available. All invoice disputes resolved within 5 business days with a written line-item explanation.
The account manager is the single throat to choke, the single point of praise, and the person who prevents 80% of escalations from ever becoming escalations. Here is which tier unlocks what level of ownership.
| Feature | Silver | Gold | Platinum |
|---|---|---|---|
| Dedicated named account manager | |||
| Direct mobile number (not ticketing queue) | |||
| Response to account manager within | 4 business hours (shared team) | 2 business hours | 1 business hour |
| Monthly SLA compliance report | |||
| Quarterly strategy review call | |||
| L3 account manager on Critical ticket loop | On request | ||
| Loaner device from hot-spare pool | If available | Reserved allocation | |
| Fleet health score report | |||
| NDA on request |
Minimum fleet size for Gold tier: 25 devices. Platinum tier: 100+ devices. Exact thresholds confirmed at proposal stage.
Publishing SLA targets means accepting accountability when they are missed. Here is our exact commitment — not a vague "we will do better" clause, but a documented process with tangible outcomes for you.
A Critical or High SLA breach triggers a 15-day or 7-day AMC credit respectively, applied automatically to your next invoice. No form to fill, no argument to make. The breach is logged in the monthly report with the credit line item explicitly shown.
For every Critical breach and any High breach that exceeds 6 hours: a written postmortem delivered within 48 hours. Sections: what happened, why it happened, what we are changing. Signed off by the operations director and sent to your IT head.
The postmortem is not the last step. Within 30 days of a Critical breach, we document the operational change made (parts stocking, engineer coverage, escalation rule) and confirm in writing that the root cause is addressed — or we schedule a review call if systemic.
SLA credits and postmortems do not apply to delays caused by factors genuinely outside operational control: city-wide transport disruption, declared natural disasters, or client-side access restrictions (e.g., security clearance not arranged for our engineer). If disputed, the operations director reviews within 24 hours and communicates a written finding.
Two anonymised case studies from active AMC engagements. Numbers are as reported in the respective quarterly SLA reports.
A hospital group with 3 facilities across Hyderabad enrolled 280 laptops and workstations on a Platinum AMC. Their primary concern: nursing-station devices going non-functional mid-shift with no on-call support from their OEM. Within the first 6 months of the engagement, 14 Critical tickets were raised — 11 involving nursing station or doctor device failures during ward rounds.
Of 14 Critical tickets: 13 were resolved same-day. One required a component that took 2 additional hours — triggering an automatic postmortem and 15-day credit. The hospital's IT head confirmed: "Before LRW, the average wait for an OEM engineer was 3 to 5 days. We now run at less than 4 hours on a worst-case Critical."
A Hyderabad-based IT services firm with 350 corporate laptops enrolled on Gold AMC. Their challenge: high-frequency Medium tickets (screen damage, battery degradation, keyboard faults) causing engineer-support backlogs every quarter-end when their teams were in delivery crunch.
We introduced a preventive batch-pickup model: every 90 days, 40 devices are proactively inspected, battery-assessed, and cleaned. This reduced reactive Medium tickets by 38% over 12 months. Monthly SLA compliance averaged 97.4% across all tiers. The company renewed at 18 months with a 15% fleet expansion.
Questions your IT Manager or Procurement team will need answered before signing — with direct answers, not marketing copy.
WhatsApp us your device count and industry — we send a tailored SLA proposal with actual terms within 48 hours. No sales deck. No vague commitments.
Mon–Sat 10 AM – 8 PM · Secunderabad, MG Road · 50+ Hyderabad zones covered