Annual Maintenance Contract

About Netgen IT Solutions

Netgen IT Solutions Web application Repair, Maintenance & AMC Service extends its support and takes special AMC services and other web application repair & maintenance work even if we have not designed the web application. We will fix the broken web application, we can be your on-demand webmaster who provides fixes to your web application technical issues so that you can concentrate on your core business while we handle your web application technical issues & updates.

We at Netgen IT Solutions Pvt Ltd are competent and technically qualified to maintain the Web Portals for your organization.

Netgen IT Solutions is a Shimla-based software company having an experience of over 8 years working on several Himachal Pradesh Government IT projects. We also have executed many IT projects for Global Clients.

We are an empanelled software development company with HP State Electronics Development Corp (HPSEDC) and have successfully implemented more than 12 IT software development projects for various government departments. Some of the departments for which we have successfully executed IT projects are:

Department of Tourism, Himachal Pradesh

State AIDS Control Society, Himachal Pradesh

Governor House Shimla, Himachal Pradesh

Department of Public Relations, Himachal Pradesh

Ropeways and Rapid Transport System Development Corporation H.P. Ltd.

Advocate General, Himachal Pradesh

Department of Information & Technology, Himachal Pradesh

E-services Portal, Department of Tourism, Himachal Pradesh

Department of Vigilance, Himachal Pradesh

Department of Transport, Himachal Pradesh

Manimahesh Yatra

Women Commission, Himachal Pradesh

Department of Health, Himachal Pradesh

Department of Women & Child Welfare, Himachal Pradesh

State Council of Educational Research and Training, Solan, Himachal Pradesh

Department of Forest, Himachal Pradesh

National Health Mission, Himachal Pradesh

State Civil Supplies Corporation Ltd., Himachal Pradesh

Department of Rural Development, Himachal Pradesh

Milkfed Corporation, Himachal Pradesh

Department of Agriculture, Himachal Pradesh

State Electronics Dev. Corp. Ltd., Himachal Pradesh

Electricity Regulatory Commission, Himachal Pradesh

Shrikhand Mahadev

Netgen IT Solutions has a strong team of 15 software engineers, which includes developers and designers. Apart from Web development we also hold expertise in the following verticals:

Product Development
Mobile App Development
Server Administration
Network Security
Web Development
Web Design
Co-Location/On on-premise hosting of services
Digital marketing (SEO, Social media & Paid advertising

We have closely discussed the requirements for the Web application shared by you and the Netgen Team has already worked with similar requirements in the past.

Web Application Annual Maintenance Contract Policy

We define “AMC i.e. Annual Maintenance Contract” as keeping the website active and running with new updates to the server OS, fixing stability issues, and uptime for the web application. It is not intended to be a new design or additional feature project.

We maintain a current backup and archive all submitted files for your web application.

We reserve the right to distinguish between “updates” and “new designs”. Changing the navigation, graphic changes, buttons, etc. are considered new designs and charged accordingly to our hourly development rate.

It is the client’s responsibility to review updates and notify us of any necessary changes that we need to make. There will be no charge for any errors on our part. However, if a change needs to be made due to a client error, the regular hourly update fees will be charged.

Updates should be provided electronically as much as possible. Attachments should be in text format (.txt or Word .docx formats are fine). Send digitized pictures in common formats such as .jpg, .gif, .ai, .psd, .png, .bmp, etc.

Your web application may be using third-party components. We have no control over what third-party sites do and take no responsibility for loss of information due to the actions of these sites. Any changes to your site stemming from regulations of these third-party components will be billed at the normal maintenance rate.

Any work beyond the scope can be discussed separately and billed according to the tasks and time required.

Common Maintenance Policy

The Implementation Agency is responsible for the day-to-day Operation and Maintenance of the Application which includes Frontend Modification (if any), Database-related queries (Scheduling, backup), maintenance of the Database, and the Customization of the report’s format (if required) covering the following:

Hand Holding and Help Desk

Operational and Maintenance Support

Application Administration with Troubleshooting
Overall monitoring and management of all Applications and Databases deployed by the Implementation Agency to ensure service levels, performance, and availability.
Patches and Versions control of the Application and Database component Deployed.
Perform Administrative Tasks such as managing the user access, creating and managing users, taking backups, etc.
Performance tuning of the system to ensure adherence to SLAs and performance requirements as indicated in the RFP.
Providing Help desk support

Database Administration and TroubleShooting

Undertake end-to-end management of the database on an ongoing basis to facilitate smooth functioning and optimum utilization including regular database backup and periodical testing of backup data, conducting configuration reviews to tune the database, maintaining the necessary documentation, and managing schemes to the database schema, disk space, user roles, and storage.

Overall

Undertake reactive maintenance (any corrective action, or maintenance activity that is required post the occurrence of an incident) that is intended to troubleshoot the application with sufficient teams.
The AMC provider will be required to comply with various policies relating to monitoring and management of Applications and Databases such as IS Policy, backup and archival policy, system software update policy, etc.
In case if there is any error in any of the pages of the application the same needs to be removed/ corrected.
In case if there is any error/mismatch in any MIS reports the same needs to be removed/ corrected.
In case there is a requirement for a new report, the format of the same will be shared with the AMC provider and the AMC provider shall have to develop the report.
Daily mistakes made by WS in charges in the application while making sales/purchases need to be corrected from the backend. The same will be shared with the AMC provider through e-mail and the AMC provider will have to correct the same from the backend.
Add new content including text, products, images, and video to existing pages
Add new pages including new content, images, videos, and forms, and add to the navigation
Update existing content including text, products or events, services, staff member
Information, images, and video
Update CSS styling (colors, text size, fonts, etc.)
Update version software including plugins etc.

Our Maintenance Services Do not Include

Redesign of the site, including changing any design elements.
Logo creation.
Advanced SEO Services
Creation of subdomains or new installations.
Installing any new, third-party extensions (core extensions being enabled are acceptable).
Changing the template.
Adding new features to the application or forms.
Adding new payment methods or custom features.
Anything else not listed as included in this service.

Our Maintenance packages include the following services

Updating your site’s software whenever new versions are released.
Posting new content you provide, including basic SEO for new pages.
Optimizing and posting new images you provide.
Searching for stock images based on your criteria.
Monitoring forums and comments, checking for spam.
Proofreading provided content for typos and grammar errors.
Emergency repairs due to hacker attacks.
Keeping current backups.
Monitoring Google Analytics and Google Webmaster Tools.
Making sure that current features are working properly with new updates to OS, Application framework, etc.

Terms, Conditions & Protocols

- Remote desktop/access support
- Updates will be done within 2 days
- Although we make every effort to make accurate changes, we would request you to review updates and notify us of any necessary changes that need to be made. We do not charge for changes that are our fault. However, if a change needs to be made due to a client error/request, the regular hourly update fees will be charged.
- “Maintenance” is defined as keeping the web application current. Web application Maintenance is not intended to be a redesign or revamp.
- We reserve the right to distinguish between “updates” and “new design”. New design work is charged at our web application design rate.
- Updates should be provided electronically (by email)
- Server uptime and performance cannot be directly guaranteed as we do not have access to your hosting servers at any time. For issues related to the servers we will be communicating with the datacenter team but the turnaround time can vary depending on availability and response from the datacenter team.

The AMC will not cover any Web development & design changes to the existing. In case any changes fall under the scope of Web development /design will be charged INR 3,000 per day. The number of days to complete the Web development /design will be shared beforehand with the department.