Annual Maintenance Contract (AMC)

This page explains, in plain words, what the yearly maintenance contract gives a hospital, what it does not cover, and what happens if it is not renewed.

Items in [square brackets] are for Shinel Studios to fill in for each hospital. The signed contract wins if it says something different.

1. In one line

You own your licence for good. The AMC is what keeps the software updated, supported and checked each year.

2. What the AMC includes

Updates

• Every new version released during the AMC year: bug fixes, safety fixes and new features of the modules you have bought.
• We install it for you remotely if you want, or you click Check for Updates.
• Every update takes a full backup first and never deletes your data.

New paid modules (for example Lab or Pharmacy, if you do not have them) are not included. You can add them at any time for their own price.

Support

• Help by email, phone/WhatsApp and UltraViewer during working hours [Monday to Saturday, 10 am to 7 pm].
• Reply and fix times as in SUPPORT-PROCESS.md, section 4.
• Help with "how do I…" questions for your staff.

Remote fixes

• Unlimited remote sessions (UltraViewer) for problems with our software.
• Moving the software to a new computer, keeping all your data (a new licence key for the new computer is free while the AMC is active).

Backup checks

• Every [3] months we check remotely that:
  • the nightly backup ran and is complete;
  • the copy on the USB drive / second drive is up to date;
  • the weekly restore test passed (it proves a backup can really be restored).
• We tell you in writing if something needs your attention (for example the USB drive is full or missing).
• If you ever need to restore a backup, we do it with you.

Visits

• [Number] on-site visits per year included, when a problem cannot be fixed remotely. See SUPPORT-PROCESS.md, section 6, for what a visit covers.

3. What the AMC does not include

These can be done for a separate charge, or by your own IT person:

• Hardware: computers, printers, routers, UPS, USB drives. Repairs or replacements.
• Windows and other software: Windows problems, Windows licences, viruses, antivirus, MS Office.
• Network and internet: Wi-Fi, router settings, internet connection.
• Data entered wrongly by staff, or changes staff made on purpose.
• Damage from power cuts without a UPS, water, fire, theft, or someone changing the software's files or database by hand.
• Lost data when backups were switched off or the backup drive was removed against our advice.
• New features, custom reports or custom print layouts made only for your hospital. We give a separate quote.
• Training of new staff beyond a short session during a visit.
• Problems on computers or versions we no longer support (we tell you a year in advance).

4. Price and renewal

• AMC fee: [x]% of the licence price per year, or ₹[amount] per year, plus GST.
• The first year of AMC starts on the installation date [and is included in the licence price].
• We send a renewal reminder 30 days before the end date. The end date is also shown in the software: Admin > Licence, "Support & updates (AMC) until".
• Renew by paying the invoice. We send you an updated licence key that moves that date on by one year. Nothing is reinstalled.

5. If the AMC is not renewed (lapse)

The software keeps working. Your licence does not stop, and you never lose access to your data.

To renew after a lapse: pay the current year's AMC [plus a re-joining fee of ₹[amount] if the lapse is longer than [6] months]. We then update you to the latest version, keeping all your data.

6. Your part

So that we can keep the software healthy, please:

• keep the main computer on a UPS;
• keep the backup USB drive plugged in (or the second drive connected);
• let us connect on UltraViewer when we ask, with a staff member present;
• tell us before changing the main computer, Windows version or router.

7. Data and privacy

During support and backup checks we may see patient data on screen. We handle it as described in the Data Processing Agreement (DPA-TEMPLATE.md): only to do the work you asked for, never copied, never shared.