Annual Maintenance
Contract (AMC) Policy

2. Legal Basis & Definitions

This Policy operates under the Indian Contract Act, 1872, Information Technology Act, 2000 (including the validity of electronic records/communications), Consumer Protection Act, 2019 (as applicable in B2C scenarios), and the Goods and Services Tax (GST) laws for invoicing and tax compliance. Nothing here restricts statutory rights that cannot be waived.

Key terms: “Comprehensive AMC” means the plan where specific consumables/spares are included as per the AMC scope and cap; “Non-Comprehensive AMC” means AMC covering diagnosis, service and labour only—spares/consumables are extra; “Response Time” means the window within which our team acknowledges and schedules support; “Resolution Time” is the best-effort window to restore functionality subject to parts availability; “PM” is preventive maintenance; “CM” is corrective maintenance.

3. AMC Models (Comprehensive vs Non-Comprehensive)

3.1 Comprehensive AMC (Includes Spares & Parts)

Under a Comprehensive AMC, the Company assumes responsibility for routine PM visits, standard corrective call-outs, and replacement of pre-defined consumables/spares required to maintain performance. The exact inclusion list (e.g., sediment/carbon filters, O-rings, dosing chemicals, selected valves, standard pressure gauges) and annual monetary cap—if any—will be specified in the AMC Agreement/quotation. High-value parts (e.g., RO membranes, high-pressure pumps, VFDs, control panels, PLCs) are typically excluded unless expressly included with caps. When the inclusion cap is exhausted, additional spares are chargeable at prevailing rates.

3.2 Non-Comprehensive AMC (Service & Labour Only)

Under a Non-Comprehensive AMC, the Company provides PM and CM services (diagnosis, cleaning, calibration, labour). All consumables and spares—including but not limited to pre-filters, carbon, resins, membranes, pumps, motors, electricals, solenoids, sensors—are billed separately upon Client approval. This model offers lower upfront cost with pay-as-you-use flexibility on parts.

4. Scope of Services & Deliverables

• Preventive Maintenance (PM) Visits: Scheduled visits (e.g., monthly/quarterly) covering inspection, cleaning, sanitization, calibration checks, flushing, and health assessment of mechanical, electrical, and hydraulic subsystems.
• Corrective Maintenance (CM) Call-outs: Diagnosis and rectification of breakdowns/faults. For Comprehensive AMCs, standard spare replacements as per scope are included; for Non-Comprehensive, spares are extra.
• Water Quality & Performance Checks: On each visit, record TDS, flow/pressure, reject ratio, and alarms. Recommend corrective actions if deviations are observed.
• Service Reports: Digital/physical visit reports documenting tasks performed, observations, replaced parts, and next-steps.
• Emergency Support: Priority support within the agreed Response Time. Actual resolution depends on part availability/access.

5. Service Levels & Response Times

Unless otherwise specified, urban sites receive acknowledgement within 2–4 working hours and a visit scheduled within 24–48 working hours. Remote locations may require 24–72 working hours. Resolution Times are best-effort and contingent on diagnostics, spares availability, and site access. IoT-enabled sites may receive remote triage prior to dispatch.

Repeated no-access visits or Client-initiated deferrals count as consumed visits for scheduling purposes. Safety hazards may result in temporary suspension until hazards are mitigated.

6. Client Responsibilities & Site Readiness

• Provide safe access, adequate lighting/ventilation, and minimum 10×12 ft covered area (or per design).
• Ensure stable single-phase/three-phase power with proper earthing as required; maintain raw water flow/pressure to design values.
• Maintain hygienic storage tanks and downstream plumbing; internal distribution sanitation is Client scope unless separately contracted.
• Nominate a single point of contact for scheduling/verification of works performed.
• Prevent unauthorized modifications and inform the Company of any changes in water source, upstream dosing, or process loads.

7. Spares, Consumables & Warranty Interface

In Comprehensive AMC, the parts explicitly listed are included up to the annual cap/limits. High-value items and major assemblies are excluded unless stated. In Non-Comprehensive AMC, all parts are chargeable against Client approval. OEM warranties (if any) are honoured per OEM terms; misuse, tampering, voltage spikes, dry-run, and contamination induced failures are outside warranty. The Company is not responsible for delays caused by OEM supply constraints; best-effort alternatives will be proposed.

8. Pricing, Payments & Taxes (GST)

AMC pricing is based on plant capacity, hours of operation, raw water quality, visit frequency, and inclusion scope. Unless agreed otherwise, fees are payable in advance at the start of each term (monthly/quarterly/annually). Delays beyond due dates may suspend service until payment is realized. GST is charged at prevailing rates. Any additional works/spares beyond scope will be quoted and executed upon written approval.

9. Term, Renewal & Suspension

Standard AMC term is 12 months from commencement. Renewals are initiated via PO/renewal advice; pricing and scope may be revised. The Company may suspend services for safety non-compliance, denied access, or persistent payment default. Suspensions do not extend the term; visits missed due to Client default are deemed consumed.

10. Exclusions & Limitations

• Damage due to force majeure, flooding, fire, rodents, vandalism, or third-party tampering.
• Failures from supply issues: low pressure, high turbidity beyond design, extreme TDS shifts, voltage spikes.
• Downstream contamination beyond RO outlet, including unclean tanks/pipelines.
• Structural modifications, civil works, and plumbing beyond the agreed interface.
• Quality guarantees where raw water deviates from baseline or hygiene is not maintained.

11. Preventive Maintenance Program

PM includes checklist-based inspection of pumps, motors, membranes, housings, dosing systems, instrumentation, electricals, and interconnects; cleaning/sanitization as applicable; calibration and functional tests; and recommendation of part replacements by life/condition. Visit frequency (e.g., monthly/bi-monthly/quarterly) is defined in the AMC Agreement based on risk and utilization.

12. Corrective Maintenance & Escalation

CM covers fault isolation, repair/replacement, and recommissioning. If a defect persists after first visit due to unavailable parts or upstream constraints, a follow-up is scheduled. Escalation tiers (Engineer → Service Lead → Operations Manager) ensure timely resolution. Emergency requests are prioritized but cannot override safety protocols.

13. Records, Reporting & Compliance

We maintain service logs, test results, replaced-parts records, and recommendations. Copies are shared with the Client’s representative after each visit. On request, we can provide periodic dashboards summarizing uptime, alarms, and consumption trends (additional fees may apply for analytics tooling).

14. Data Privacy & Confidentiality

Personal and operational data collected during AMC are handled per our Privacy Policy and the Information Technology (Reasonable Security Practices and Procedures) Rules, 2011. We share data only with authorized personnel and processors bound by confidentiality. Aggregated, anonymized analytics may be used to improve reliability without identifying the Client.

15. Health, Safety & Environment (HSE)

Our teams use appropriate PPE and follow lock-out/tag-out practices. Reject water handling and chemical dosing are performed as per site SOPs and applicable environmental norms. Unsafe conditions may result in work stoppage until remedied by the Client.

16. Force Majeure & Change Control

Events beyond reasonable control (natural calamities, strikes, supply chain disruptions, governmental orders) may impact schedules and parts availability. The parties shall cooperate to revise timelines. Material scope changes (capacity, hours, water source) require a formal change order with price/time impact.

17. Dispute Resolution & Jurisdiction

Parties shall first seek amicable resolution. Failing settlement within 30 days of written notice, disputes shall be referred to arbitration under the Arbitration and Conciliation Act, 1996, by a sole arbitrator mutually appointed; seat/venue Pune, Maharashtra; language English. Subject to arbitration, courts at Pune have exclusive jurisdiction.