Software AMC with clear SLAs instead of an open ended support forever promise

Who this is for

• Businesses running Capricon Core ERP, Capricon Care HMS, or Capricon built systems in production
• Teams that need named severity levels and response expectations instead of chat based favours
• Finance and ops leaders who want predictable annual support cost
• IT owners who must separate bugfixes from new feature projects

What a Capricon software AMC typically covers

• Corrective work for defects and incidents in scope modules
• Adaptive adjustments for policy, environment, or platform changes agreed in the AMC
• Perfective performance and usability fixes that do not expand product scope
• Preventive monitoring checks, backup verification routines, and stability reviews where Capricon hosts or manages the system
• Release guidance for patches and minor updates within the maintained version line
• Ticket logging and periodic service summaries

What is usually billed as a change request or project

• New modules, major workflow redesigns, or net new integrations
• Data migration projects and large report packs beyond agreed allowances
• Training for new user groups after go live unless included in the contract
• Third party software Capricon does not maintain unless it is explicitly listed
• Recovery from out of scope customizations made by another party without review

How AMC support runs

• Raise a ticket with impact, users affected, and steps to reproduce
• We classify severity as critical, high, or normal against the SLA table in your contract
• Respond and resolve within agreed targets, or escalate with a clear owner
• Document the fix and any follow up preventive action
• Review consumption and open risks at the agreed cadence

Buyer checklist

Questions to ask before you sign any software AMC

Response time alone is not enough. Ask how resolution and scope are defined.

• What is included hour for hour versus what becomes a paid change request?
• Do SLAs define response time and resolution time by severity?
• What happens for critical production downtime after business hours?
• Which product versions and environments for production and UAT are covered?
• How are unused hours, overages, and renewals handled?
• Who approves production changes, and how are rollbacks planned?

Frequently asked questions

What is a software Annual Maintenance Contract (AMC)?

An AMC is a yearly or multi year agreement for ongoing application support and maintenance. Capricon’s software AMC focuses on keeping in scope systems reliable rather than unlimited new development.

What is the difference between response time and resolution time?

Response time is how quickly we acknowledge and start work after a ticket is raised. Resolution time is how long until the issue is fixed or a workaround restores operations. Critical incidents need both defined in the SLA.

Does AMC include new features?

Small perfective fixes may be included. New modules, major workflow changes, and new integrations are normally change requests or projects so AMC hours are not consumed by product expansion.

Is Capricon AMC only for Capricon products?

Primary coverage is Capricon products and Capricon built custom systems. Third party applications can be added only when listed in the contract with clear access and vendor boundaries.

How should we budget AMC versus implementation?

Treat go live implementation as Year 0 project cost. AMC is the ongoing operating cost for stability. Under buying AMC after a complex ERP or HMS go live is a common cause of shadow IT and unpaid urgent work.

Can AMC sit alongside IT outsourcing?

Yes. AMC covers the application maintenance layer while IT outsourcing can cover broader operations. Many clients combine both so product defects and infrastructure issues have clear owners.

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