Volume 10 — Master Price Book 2026–2027
Enterprise Support, Managed Services & Annual Maintenance Contracts (AMC)
Long-term support for the systems we build and the infrastructure you run — AMC contracts, managed IT, 24/7 monitoring, disaster recovery, training, and dedicated technical resources with clear SLAs.
Technical Support, Managed IT Services, Annual Maintenance Contracts (AMC), System Monitoring, Disaster Recovery, Training, Consultancy & Enterprise Success Programs
Service 1
Annual Maintenance Contract (AMC)
Warranty: 12-Month Contract
Basic
LKR 30,000/year
Professional
LKR 75,000/year
Enterprise
10–15% of Project Value/year
Basic includes
- Remote Technical Support
- Software Bug Fixes
- Security Updates
- Performance Optimization
- Email Support
Professional adds
- Phone Support
- Monthly Health Check
- Database Optimization
- Backup Verification
- Priority Response
Enterprise adds
- 24/7 Priority Support
- Dedicated Technical Manager
- Quarterly System Audit
- Onsite Support
- Preventive Maintenance
- SLA Guarantee
Service 2
Managed IT Services
Basic
LKR 25,000/month
Professional
LKR 50,000/month
Enterprise
LKR 100,000/month
Features
- Server Monitoring
- User Support
- Software Maintenance
- Security Updates
- Infrastructure Management
- Monthly Reports
Service 3
Remote Technical Support
Basic
LKR 5,000/hour
Professional
LKR 35,000/month
Enterprise
Unlimited (AMC)
Includes
- Remote Desktop Support
- Software Troubleshooting
- User Assistance
- Configuration Support
Service 4
Onsite Technical Support
Half Day
LKR 15,000
Full Day
LKR 25,000
Enterprise Visit
LKR 40,000
Includes
- System Inspection
- Software Configuration
- Staff Assistance
- Basic Training
Service 5
System Health Monitoring
Basic
LKR 15,000/month
Professional
LKR 30,000/month
Enterprise
LKR 60,000/month
Features
- CPU Monitoring
- Memory Monitoring
- Disk Usage
- Database Health
- Server Availability
- Monthly Reports
Service 6
Database Maintenance
Basic
LKR 15,000/month
Professional
LKR 30,000/month
Enterprise
LKR 60,000/month
Features
- Database Optimization
- Backup Verification
- Performance Tuning
- Query Optimization
- Index Maintenance
Service 7
Backup Management
Basic
LKR 10,000/month
Professional
LKR 20,000/month
Enterprise
LKR 40,000/month
Features
- Daily Backup
- Weekly Verification
- Offsite Backup
- Recovery Testing
Service 8
Disaster Recovery Management
Basic
LKR 40,000
Professional
LKR 80,000
Enterprise
LKR 200,000
Features
- Recovery Plan
- Recovery Testing
- Business Continuity
- Failover Strategy
Service 9
Security Monitoring
Basic
LKR 20,000/month
Professional
LKR 40,000/month
Enterprise
LKR 80,000/month
Features
- Threat Monitoring
- Security Alerts
- Firewall Review
- Log Analysis
- Monthly Reports
Service 10
Software Updates & Patch Management
Basic
LKR 10,000/month
Professional
LKR 20,000/month
Enterprise
LKR 40,000/month
Features
- OS Updates
- Security Patches
- Software Updates
- Scheduled Maintenance
Service 11
Server Administration
Basic
LKR 20,000/month
Professional
LKR 40,000/month
Enterprise
LKR 80,000/month
Features
- Linux Administration
- Windows Server Administration
- User Management
- Security Hardening
- Monitoring
Service 12
Website Maintenance
Basic
LKR 15,000/month
Professional
LKR 30,000/month
Enterprise
LKR 60,000/month
Features
- Content Updates
- Security Monitoring
- Speed Optimization
- Backup
- SEO Health Check
Service 13
ERP Support Contract
Basic
LKR 50,000/year
Professional
LKR 100,000/year
Enterprise
10–15% of ERP Value/year
Features
- ERP Support
- Module Assistance
- Bug Fixes
- User Support
- Performance Optimization
Service 14
Mobile App Maintenance
Basic
LKR 20,000/month
Professional
LKR 40,000/month
Enterprise
LKR 75,000/month
Features
- Bug Fixes
- Compatibility Updates
- Store Submission Assistance
- Performance Improvements
Service 15
User Training Programs
Online (2 Hours)
LKR 5,000
Half-Day Training
LKR 10,000
Full-Day Training
LKR 20,000
Features
- ERP
- POS
- CRM
- Cybersecurity Awareness
- Microsoft Office
- Cloud Computing
- AI Tools for Business
Corporate training packages from LKR 50,000 — quoted per engagement.
Service 16
IT Consultancy
Basic
LKR 5,000/hour
Professional
LKR 25,000/day
Enterprise
LKR 150,000/month
Features
- Digital Transformation
- IT Roadmap
- Technology Selection
- Architecture Review
- Cost Optimization
Service 17
Dedicated Technical Resource
Basic
LKR 150,000/month
Professional
LKR 250,000/month
Enterprise
LKR 400,000/month
Includes
- Dedicated Software Engineer
- Technical Support
- System Enhancements
- Weekly Meetings
- Priority Development
Service 18
Enterprise SLA (Service Level Agreement)
Basic
Next Business Day
Professional
Within 8 Business Hours
Enterprise
Within 2 Hours (24/7 Critical Support)
Includes
- Incident Management
- Escalation Matrix
- Priority Resolution
- Quarterly SLA Review
Service 19
Customer Success Program
Basic
LKR 25,000/month
Professional
LKR 50,000/month
Enterprise
LKR 100,000/month
Features
- Monthly Business Reviews
- Product Adoption Monitoring
- Usage Reports
- Optimization Recommendations
- Success Planning
Service 20
Enterprise Digital Operations Partnership
Basic
LKR 500,000/year
Professional
LKR 1,000,000/year
Enterprise
LKR 2,500,000+/year
Includes
- Complete Managed IT Services
- Dedicated Technical Team
- Cloud Infrastructure Management
- ERP Support
- AI Platform Maintenance
- Cybersecurity Monitoring
- Business Intelligence Support
- Monthly Executive Reports
- Annual Technology Roadmap
- 24/7 Enterprise Support
- Unlimited Remote Support
- Quarterly Onsite Reviews
Additional Support Services
| Service | Price (LKR) |
|---|---|
| Emergency Support (After Hours) | LKR 10,000/hour |
| Public Holiday Support | LKR 15,000/hour |
| Database Recovery | From 25,000 |
| Malware Removal | From 20,000 |
| Website Recovery | From 20,000 |
| Performance Audit | From 30,000 |
| System Audit | From 50,000 |
| Security Audit | From 75,000 |
Documentation Services
| Service | Price (LKR) |
|---|---|
| User Manual | From 10,000 |
| Technical Documentation | From 20,000 |
| API Documentation | From 25,000 |
| System Architecture Documentation | From 35,000 |
Delivery Timeline
| Service | Duration |
|---|---|
| Remote Support | Same Day |
| Onsite Visit | 1–3 Business Days |
| Training | As Scheduled |
| System Audit | 3–10 Days |
| Disaster Recovery Plan | 7–14 Days |
Payment Terms
- Monthly Services: pay in advance at the beginning of each month
- Annual Contracts: 50% advance, 50% within 30 days of contract start
- Enterprise Partnerships: quarterly or annual billing, as agreed in the contract
Warranty & Support
Warranty includes
- Software Bug Fixes
- Configuration Assistance
- Security Updates
- Performance Optimization
- Technical Guidance
- Preventive Maintenance
- Documentation Updates (Minor)
Not covered
- —New Feature Development
- —Major UI/UX Redesign
- —Third-Party License Renewals
- —Cloud Hosting Charges
- —Domain Registration & Renewal
- —Hardware Repairs
- —Damage Caused by Unauthorized Changes
- —Support for End-of-Life Third-Party Software
Service Level Targets
| Priority | Response Time | Target Resolution |
|---|---|---|
| Critical | 2 Hours | Within 8 Hours |
| High | 4 Hours | Within 1 Business Day |
| Medium | 8 Business Hours | Within 2 Business Days |
| Low | 1 Business Day | Within 5 Business Days |
MernCrest Enterprise Support Benefits
Every Enterprise Support customer receives:
- Dedicated Account Manager
- Quarterly Technology Review
- Priority Development Queue
- Executive Performance Reports
- Annual Security Assessment
- Cloud Infrastructure Health Check
- Backup & Disaster Recovery Review
- AI & Digital Transformation Consultation
- Discounted Rates for Future Enhancements
Need enterprise-grade support?
Choose an AMC or managed services package — we'll confirm scope, SLA targets, response times, and billing before your contract starts.