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AV ARCHITECT

AV Architect deputes a dedicated Customer Relationship Manager to attend to the your queries and ensure the continuity of your operations. Our Relationship Manager will periodically access the equipment conditions and maintain the periodic check-up and servicing of the equipments.

In case of any equipment malfunction / service issues / upgrade requirements/ product enhancement or any other matter, we request you to register your queries/complaints / appreciations formally with AV Architect by any verbal/written means of communication mentioning the AMC Contract reference and expiry date.

AV Architect shall render its maintenance service during normal working hours (9.00 a.m. to 6.30 p.m. Monday through Saturday; However, urgent issues shall be addressed, without boundaries of time, provided a sufficient buffer is extended to the service personnel to reach to the site.

Commitments for Regular / Quarterly preventive maintenance visits during the Maintenance agreement period in addition to the breakdown visits, if any, by AV Architect when the equipment will be thoroughly checked and adjusted, if required.

Commitment for Repair/Replacement of all spare parts that are required to be repaired / replaced for the smooth and efficient functioning of the system (except consumables/ glass parts/Projector Lamps.  These spare parts shall be repaired / replaced by AV Architect at no extra cost to the customer and installed for the smooth functioning of the system.

During Maintenance agreement period, AV Architect is responsible to maintain the equipments in good working condition by maintaining minimum 95% uptime on working days of a calendar year except Sundays and national holidays. The downtime will start from expiry of response time. The downtime will not include the time required to replace/ repair of Damage and breakages resulting from falls, accidents, transportation, negligence or misuse, failure of electric power, power surges or causes other than ordinary use.

AV Architect will ensure that all complaints will be attended to immediately, by the nearest service engineer / Manager, at-most within one business day.  Customers are our business and we will do our best efforts to ensure all the equipments supplied and maintained by us are fully functioning, maintained and are upgraded timely.

Should any formalities to be done, in order to move the equipments to / from our office to / till customer site, with respect to the road permit/supporting documents, you will help us, in getting these formalities completed on priority, so that any delays be avoided.

AV Architect alters its customers to ensure that equipments are always used through stablilized power supplies because, our commitment to service/maintain does not cover the following situations:

(a) Damage or breakage arising out of falls, accidents, transportation, or failure due to misuse, power surges or causes other than ordinary use.

(b) Any form of servicing or repair undertaken by any person or organization other than the company’s Authorized Representative

(c) In the event the Customer uses consumables, supplies or spare parts other than those provided or approved by the Company/OEM.

(d)   Consumables e.g. lamp are not covered under the contract.

Under equipment outages resulting from above scenarios, the customer shall bear all cost of labor, parts, two-way transportation charges, octroi/entry tax if any.

1. In the event of repairs or replacement of parts not covered under warranty such as consumables, glass parts or for reasons stated, AV Architect will submit you with an estimate. Repairs will be undertaken only after you agree to the charges and authorize, in writing, the repairs to be carried out.
2. Under no circumstance will AV Architect or its Authorized Representative be responsible for any loss of business or profit or any other consequential loss arising out of delay in or failure to provide service, or breakdown of the equipment.

All disputes, differences, claims and demands arising under or pursuant to or touching this service pack shall be referred to arbitration of a sole arbitrator to be appointed by the parties and failing such agreement, two arbitrators, one each to be appointed by the two parties.  All arbitration will be held at New Delhi.