What maintenance contract you want (and how much you are prepared to pay) will depend in part on how important the computer system is. For example, you may want to ensure that 'mission critical' systems will be repaired or replaced almost immediately, while a simple PC used for typing routine documents is less significant.
Key elements include:
- What routine maintenance will be carried out, how often (eg an annual 'service').
- How quickly emergency maintenance requests will be responded to.
- Where maintenance will take place (eg on your premises).
- Whether alternate facilities (eg a substitute computer and software) will be provided during repairs.
- What charges there are (eg annual maintenance fee, emergency call out charge, costs of parts and labour etc).
