What is covered under
Annual Software Support Subscription.
( aka AMC )
Covers the telecom data charges incurred for transmitting machine data from the IIoT devices to Microsoft Azure. The IIoT devices use GSM connectivity, and all machine data is securely encrypted before transmission through authorized telecom service providers. Leanworx pays these telecom charges directly on your behalf, ensuring uninterrupted connectivity and offering you the convenience of hassle-free operations.
Covers the Microsoft Azure cloud infrastructure used to securely host and process your machine data. The cost includes compute resources (vCPU, RAM, operating systems), storage capacity, disk performance, network usage, data transfer, backup and disaster recovery systems, monitoring tools, and security layers such as encryption and threat protection.
It also includes high-availability architecture, redundancy, and automatic scaling of cloud resources as your data volume and usage grow, ensuring reliable system performance at all times.
Covers the ongoing management and administration of the Azure cloud environment supporting your Leanworx deployment. Services include resource provisioning, continuous monitoring of CPU and memory utilization, database optimization as data grows, security patching, backup management, uptime monitoring, and performance tuning for faster report generation. These activities ensure system reliability, data integrity, security, and smooth day-to-day operations.
Covers continuous technical and application online tech support for the Leanworx platform. It includes L2/L3 technical support, root-cause analysis, and resolution of issues across the device, cloud, and application layers. The subscription also covers periodic onsite support whenever required, regular software updates, bug fixes, performance improvements, feature enhancements, and custom modifications to reports. This ensures your Leanworx system remains stable, secure, updated, and aligned with your operational needs.
| Priority | Description | Response Time | Resolution Time |
| Critical | System down, production impact | 30 min | 4–8 hrs |
| High | Major module not working | 2 hrs | 24 hrs |
| Medium | Partial impact or workaround available | 4 hrs | 2–3 days |
| Low | Minor issues, enhancements, queries | 24 hrs | 5–7 days |