Comprehensive Hardware Maintenance Agreements are typical in large system acquisitions. While smaller personal and desktop systems can typically be supported by standard replacement policies, large centralized systems often require various support and services to remain functional. These services include correction of defects, preventive maintenance, installation of replacement parts as well as upgrades. The maintenance fee is typically a fixed payment rendered monthly, quarterly or annually. However, time and material arrangements are also common. The maintenance term is typically one year, except for arrangements packaging the maintenance service as part of the original equipment acquisition. Service warranties are typically best efforts, although customers sometimes demand (and negotiate) for fixed response times for defect resolution.
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