1. Scope of Services & Authorized Domain

Sujata Computers Pvt. Ltd. provides IT infrastructure sales, support, and managed services. Our authorized services are strictly limited to the following domains:

• Hardware Ecosystem: Laptops, Desktops, and Enterprise Servers.
• Security & Surveillance: Next-Generation Firewalls (NGFW) and CCTV Surveillance Systems.
• Software & Security licensing: Antivirus, Endpoint Security, and Unified Threat Management (UTM) software.
• Managed Services: Annual Maintenance Contracts (AMC) and Facility Management Services (FMS).
• Cloud Engineering: Architecture design, implementation, and data migration for Microsoft 365 (M365) and Google Workspace platforms.

Policy Bound: Any hardware or software asset not explicitly listed above falls outside the standard service portfolio of Sujata Computers Pvt. Ltd. and will not be serviced unless explicitly agreed upon via a separate, written Addendum.

2. Annual Maintenance Contracts (AMC) & Facility Management Services (FMS)

2.1 Service Classification

We offer two distinct variants of upkeep contracts:

1. Comprehensive AMC: Covers both remote/on-site engineering labor and the cost of replacing failed components (excluding consumables, physical damage, and burning).
2. Non-Comprehensive AMC: Covers engineering labor and operational support only. The cost of all replacement components and spares is explicitly billable to the client.

2.2 Facility Management Services (FMS)

• FMS agreements deploy dedicated or shared resident engineers to client premises.
• The operational hours, service delivery metrics, and resource replacement policies are governed by the specific Service Level Agreement (SLA) signed during contract onboarding.

3. Cloud Migrations & Deployments (M365 / Google Workspace)

3.1 Data Integrity & Backup Pre-requisites

• Client Responsibility: The client must ensure a complete, validated backup of all legacy environment data (emails, drives, archives) exists prior to the commencement of migration engineering.
• Sujata Computers Pvt. Ltd. provides data transit integrity but is not liable for data loss arising from pre-existing corrupt source databases or legacy structural faults.

3.2 Post-Migration Bandwidth & DNS Dependencies

• Successful cloud migration heavily depends on Third-Party factors such as domain registrars (DNS propagation times) and client-side ISP bandwidth.
• Delays caused by external DNS caching, registrar lockouts, or local ISP throttles do not constitute a breach of service timelines by Sujata Computers Pvt. Ltd.

4. Hardware Installations & Deployments (CCTV, Firewalls, Infrastructure)

4.1 Physical Infrastructure Readiness

For CCTV and Firewall deployment, the client must provide:

• Stable, uninterrupted power sources (UPS/Inverter back-up).
• Necessary physical permissions, structural access (conduits, drilling rights), and scaffolding if heights exceed standard ladder limits.

4.2 Configuration Parameters

Firewall access control policies, network segmentation layouts, and CCTV camera positioning matrices must be signed off by the client’s designated IT head before implementation begins. Post-installation changes to architecture are subject to additional engineering change-request fees.

5. Exclusions & Limitations of Liability

Sujata Computers Pvt. Ltd. explicitly excludes the following items from standard service scopes:

• Physical & Environmental Damage: Equipment failure caused by liquid spills, physical drops, electrical surges, high humidity, or rodent infestation.
• Software Piracy: We will strictly not install, configure, or troubleshoot unlicensed or pirated software. The client must hold valid legal licenses for all active operating systems and applications.
• Third-Party Interventions: Any repair, opening of chassis, or configuration changes made to an asset under our care by a third party instantly voids our AMC/FMS liability for that specific asset.
• Data Loss Liability: Under no circumstances—including hardware diagnostic testing or server operating system reinstallation—is Sujata Computers Pvt. Ltd. liable for data loss. Data custody remains solely the client’s risk.

6. Service SLAs & Support Turnaround

Severity Level	Definition	Response Window	Target Resolution
Critical (P1)	Server crash, entire network firewall down, or complete cloud tenant lockout.	Within 2 Hours	4 – 8 Hours
High (P2)	Single CCTV zone failure, executive laptop malfunction, or mail flow issues.	Within 4 Hours	Next Business Day
Medium (P3)	General desktop troubleshooting, antivirus definitions updates, or basic configuration shifts.	Within 8 Hours	24 – 48 Hours

7. Payment Terms & Service Suspension

• AMC/FMS Billings: All AMC and FMS invoices must be settled in advance as per the agreed cycle (Quarterly/Half-Yearly/Annual).
• Project Delays: Cloud migrations or deployment projects put on hold by the client for more than 15 calendar days will trigger an interim milestone invoice for work completed up to that date.
• Right to Suspend: Sujata Computers Pvt. Ltd. reserves the absolute right to suspend all remote helpdesk, on-site support, and cloud management activities if invoices remain unpaid past 30 days from the date of issue.

Data Loss, Hard Disk Recovery, & Legal Jurisdiction

Data Custody, Loss, and Hard Disk Recovery Disclaimer

Sujata Computers Pvt. Ltd. implements industry-standard best practices when handling client storage media; however, the client acknowledges that hard disk drives (HDDs), solid-state drives (SSDs), and server storage arrays are inherently volatile mechanical and electronic devices prone to sudden failure. Under no circumstances—including physical troubleshooting, operating system reinstallation, firewall deployment, or cloud migration engineering—shall Sujata Computers Pvt. Ltd. or its technical personnel be held liable for any loss of data, corrupted databases, or unrecoverable system volumes.

The primary responsibility for creating, maintaining, and verifying functional data backups rests solely and continuously with the client. In instances where a client requests data recovery services for an already failed or corrupted drive, Sujata Computers Pvt. Ltd. acts strictly on a “best-effort” basis. We do not guarantee a 100% success rate for data salvage. Furthermore, the technical process of attempting data recovery from physically damaged or logically corrupted storage media carries an inherent risk of further media degradation, and Sujata Computers Pvt. Ltd. shall not be held liable if the media becomes completely unreadable during recovery attempts.

Governing Law and Jurisdictional Framework

This service policy, along with all Annual Maintenance Contracts (AMC), Facility Management Services (FMS), and individual transactional statements of work, shall be governed by, interpreted, and construed exclusively in accordance with the laws of India. Any legal dispute, conflict of interpretation, claim, or breach arising out of the services rendered by Sujata Computers Pvt. Ltd. shall be subject to the exclusive jurisdiction of the courts located in Pune, Maharashtra, India, and no other court shall have jurisdiction over matters concerning the company.