What happens in month seven
Every supplier is attentive up to the point the invoice is paid. This page sets out what we actually commit to afterwards — who handles a claim, what an AMC covers, and the response windows we can genuinely meet from Malakand Division.
Every quotation in Pakistan says "warranty included". Almost none say who honours it, where it can be claimed, how long you will be without the equipment, or what happens when the manufacturer disputes the fault. Those details are the warranty.
A warranty described as international may be technically valid while requiring the unit to be returned to its country of purchase — which for a buyer in Peshawar is usually equivalent to no warranty at all. We supply equipment carrying warranty serviceable inside Pakistan, and we say which service centre before you buy rather than after.
Local warranty
Serviceable at an authorised centre inside Pakistan. This is what we supply.
International warranty
Frequently requires return to the country of purchase. Often unusable in practice.
Supplier warranty
The supplier stands behind it. Only as good as the supplier still existing.
What after-sales support means here
Each of these is something you can hold us to, and something worth asking any other supplier about too.
We raise the claim, not you
One ticket with us. We handle the manufacturer, the diagnosis paperwork and the dispute if the fault is contested.
Spares held for account customers
Where volume justifies it we hold matching drives, batteries, chargers and cameras against your configuration, so a failure is a swap.
Your documentation stays current
Rack diagrams, port schedules and asset registers updated when we change something — not left to drift out of date.
Honest response windows
Next working day within the Malakand districts for account customers. Wider district windows reflect real travel time rather than a city figure.
Preventive, not just reactive
Scheduled health checks on servers, switches and recorders. Most failures announce themselves before they happen if anyone is looking.
Someone who knows your site
You reach people who have your documentation to hand, rather than explaining your infrastructure to a stranger while you are already down.
When an AMC is worth it — and when it is not
The useful test is not company size. It is what an outage actually costs you. A business that can absorb a day without its network probably does not need an AMC, and we will say so rather than selling one.
A hospital whose records system cannot go down, a bank branch that cannot stop trading, or a school in the middle of examinations is in a different position entirely. For organisations with no internal IT staff, the most valuable part is often not the response time at all — it is having a defined route to someone who already knows your infrastructure.
Typically included
- Scheduled preventive maintenance visits at an agreed frequency
- Remote and on-site support with a stated response commitment
- Warranty administration handled entirely on your behalf
- Firmware baselines and health checks on servers, switches and recorders
- Retention and storage review on surveillance systems
- Battery and runtime testing on UPS estate
- Documentation kept current as the estate changes
- Spares held locally where volume justifies it
Three clauses worth reading in any AMC — ours included
- Does the response commitment mean respond or resolve? Those are very different products and frequently conflated.
- Are parts included, or charged separately? Labour-only cover is a much smaller product than it appears.
- Does cover extend to equipment the provider did not supply? For a mixed estate this is often the deciding question.
What no warranty covers
None of this is unique to us — it is how manufacturer warranty works. Knowing it before you rely on it is the point.
Consumables
Printer drums, toner, UPS batteries. Batteries especially are excluded or covered far shorter than the unit.
Physical and liquid damage
Universally excluded across every manufacturer.
Power-related damage
Frequently excluded. Surge or unclean-shutdown damage can be attributed to inadequate protection — a real argument for protected power.
Your downtime
No manufacturer warranty compensates you for being without the equipment. It guarantees a repair, not a timeframe you can plan around.
Data
Nothing in a hardware warranty covers data recovery. That is what a tested backup is for.
Consequential loss
Lost revenue or contractual penalties arising from a failure are outside warranty scope entirely.
We wrote a fuller guide on this — including the questions to ask any supplier before accepting a quotation.Read: IT equipment warranty in Pakistan
Support covers everything we supply
Warranty, AMC and response
Who handles a warranty claim — us or you?
We do. You raise one ticket with H4 Global and we deal with the manufacturer or service centre on your behalf, including the diagnosis paperwork and the back-and-forth if the fault is disputed. Many suppliers in Pakistan hand you a service centre number at the point of sale and consider the obligation discharged; that is a materially different product, and it is worth establishing which one you are buying before you sign a purchase order rather than after something fails.
What does an annual maintenance contract with you actually cover?
Scheduled preventive maintenance visits, defined-response remote and on-site support, warranty administration handled on your behalf, firmware baselines and health checks on network and server equipment, and — where volume justifies it — spares held locally against your specific configuration. What varies by agreement is response time commitment, whether parts are included or charged separately, and whether cover extends to equipment we did not originally supply. All three are stated explicitly in the agreement rather than left to interpretation.
Will you support equipment another company installed?
For account customers, generally yes, and we start by documenting what is actually there — tracing and labelling cabling, recording configurations, building an asset register and identifying what remains under warranty. That audit typically takes an engineer a day or two for a small office and is the single most useful thing you can do for your own resilience. We will also tell you frankly what is genuinely fine and should be left alone, because a takeover that opens with a recommendation to replace everything is a sales exercise rather than an assessment.
What response times can you honestly commit to?
Within Malakand Division and the adjoining districts, next working day on-site for account customers with a support arrangement. Further out — Peshawar, Mardan, Abbottabad and the wider KPK network — response windows are stated per agreement and reflect real travel time rather than a figure we could not meet. For remote sites we plan around that reality — where practical we hold spares so a failure is resolved by dispatching a replacement unit rather than an engineer. We would rather quote a window we hit consistently than one that reads better in a proposal.
What is not covered by a manufacturer warranty?
Consumables such as printer drums, toner and UPS batteries are almost always excluded or covered for a much shorter term than the unit itself. Physical and liquid damage are universally excluded. Power-related damage is frequently excluded, which matters enormously in Pakistan — damage from surges or repeated unclean shutdowns can be attributed to inadequate protection. And critically, no warranty compensates you for downtime or recovers your data. If a two-week turnaround would genuinely hurt, warranty alone does not solve your problem, which is what an AMC is for.
Already have equipment and no one supporting it?
We take on support for estates we did not originally supply. It starts with documenting what is actually there — and telling you honestly what is fine and should be left alone.