Maintaining in-house IT manpower can be costly when salary, leave coverage, training, and after-hours support are considered. ACE Peripherals Premium Maintenance Service provides a practical annual support arrangement for businesses that need dependable technical assistance without building a full internal IT team.
Premium Maintenance Service
Structured IT Support for Lean Business Teams
A reliable IT infrastructure is essential for business continuity, especially for Small and Medium-sized Enterprises (SMEs) that operate with lean internal resources. Without dedicated IT manpower, even common technical issues can disrupt daily operations, customer service, and internal productivity.
Why Premium Maintenance Service Matters for SMEs
The ACE Peripherals Premium Maintenance Service is designed to support SMEs, commercial organisations, Govt/Edu customers, and NPOs with structured annual support hours, transparent pricing, and access to technical assistance when required.
Annual support packages start from $750 for eligible NPO customers, with Commercial, Govt/Edu, and NPO plans available based on yearly support hours. Covered support areas include Web, PC/Laptop, Mobile, Server, Printer, Door Access, CCTV, Access Point, Broadband, PBX/VOIP, and other related IT equipment. Support requests can be submitted through our Support Ticket Centre, email, or hotline. After-hours, weekend, and public holiday support is subject to applicable service rates and technician availability.
You can reach out to us via:
Support Ticket Centre: Log a Ticket
Email: support@aceperipherals.com
Call: +65 6100 7000
Transparent Pricing
ACE Peripherals Premium Maintenance Service offers annual support hour packages for Commercial, Govt/Edu, and NPO customers. Each plan provides predictable support coverage for IT maintenance, troubleshooting, and technical assistance, while allowing customers to choose a package that fits their operational needs and support frequency.
| Hours/ Per Year | Commercial | Govt/Edu | NPO |
|---|---|---|---|
| 30 | $3,700 | $3,400 | $3,200 |
| 20 | $2,800 | $2,600 | $2,400 |
| 10 | $1,500 | $1,400 | $1,300 |
| 5 | $850 | $780 | $750 |
| Carry Forward for Unused | Yes | No | No |
Unused hours may be carried forward for Commercial customers only, subject to contract renewal. Carry forward is not available for Govt/Edu and NPO plans.
When is Premium Maintenance Service Required?
Premium Maintenance Service is suitable for businesses that need support across unexpected breakdowns, routine maintenance, upgrades, installations, security concerns, data management, and technical consultation.
The service provides a structured support framework to help improve IT reliability, reduce downtime, and support daily business operations with practical technical assistance.
Unexpected Breakdowns
Computers may crash, servers may go down, and network issues can occur unexpectedly, causing operational disruption.
Routine Maintenance
To ensure optimal performance and longevity of your IT equipment, routine check-ups and maintenance are crucial.
Upgrades & Installations
For system upgrades or hardware and software installations, professional support helps reduce deployment risk and minimise disruption.
Security Threats
For security concerns or potential threats, technical support helps businesses assess issues and take the necessary corrective action.
Data Management
Efficient data storage, backup, and recovery solutions are essential to safeguard your business data.
Expert Consultation
Sometimes, having an expert to consult on IT strategy, implementation, or troubleshooting can save time and resources while keeping IT infrastructure aligned with business goals.
Support Access When Issues Cannot Wait
Small and Medium-sized Enterprises (SMEs) often operate with lean teams and limited internal IT resources. When technical issues affect business operations, ACE Peripherals Premium Maintenance Service provides a structured support option with annual support hours, transparent pricing, and access to technical assistance when required.
Value Proposition for SMEs
ACE Peripherals Premium Maintenance Service provides SMEs with annual IT support packages starting from $750 for eligible NPO customers. Commercial, Govt/Edu, and NPO plans are available with transparent support hours, clear service conditions, and flexible upgrade options.
Cost-Efficiency
Maintaining dedicated in-house IT manpower can be costly for SMEs. This service offers predictable annual support packages for troubleshooting, maintenance, upgrades, and technical consultation.
Support Request Access
Support requests can be submitted through our Support Ticket Centre, email, or hotline. After-hours, weekend, and public holiday support is subject to applicable service rates and technician availability.
Expertise
Our technical team provides practical troubleshooting, maintenance, installation support, and consultation to help businesses resolve IT issues efficiently.
Focus on Core Operations
With a structured support arrangement in place, businesses can focus internal resources on operations, sales, and customer service.
Flexible Plans
Service plans are available by annual support hours, allowing customers to select a package that better matches their support frequency and operational needs.
FAQ’s
About Premium Maintenance Service
What is the process for requesting support?
You can log a ticket through our Support Ticket Centre, email us at support@aceperipherals.com, or call us at +65 6100 7000 to request support.
How is the billing done for after-hours support?
After-hours on-site support is charged at 2 times the normal rate. Weekend or public holiday on-site support is charged at 3 times the normal rate.
What happens to unused hours at the end of the contract term?
Commercial customers may carry forward unused hours to the following year when the contract is renewed. Carry forward is not available for Govt/Edu and NPO plans.
What kind of issues is covered under the Premium Maintenance Service?
Coverage includes IT-related support for Web, PC/Laptop, Mobile, Server, Printer, Door Access, CCTV, Access Point, Broadband, PBX/VOIP, and other related IT equipment.
Are there any exclusions to the coverage?
Yes. Issues caused by improper use, unauthorized modifications, or unauthorized repairs by the client or any third party are excluded from the coverage. Hardware parts, software licences, subscriptions, vendor fees, transportation, logistics, and third-party service charges are excluded unless stated separately in the quotation or service agreement.
How quickly can I expect a response during an IT crisis?
Our team will respond as early as possible. Response time may vary depending on issue severity, technician availability, selected service plan, and whether the request is made during or outside normal working hours.
Are there any long-term contracts?
The initial contract term is 1 year, with automatic renewal for subsequent 1-year terms unless written notice of non-renewal is provided 30 days before the current term ends.
Can I change my plan midway?
Yes. You can upgrade or downgrade your plan based on your changing support needs. Please contact our support team for assistance.
What if my issue requires hardware replacement?
We can assist in identifying faulty hardware and liaising with local authorized agents for repair or service. Transportation, logistics, collection, delivery, and service centre handling charges may apply and will be confirmed before arrangement.
Reliable IT Support With Transparent Annual Plans
ACE Peripherals Premium Maintenance Service gives businesses a practical way to manage IT support requirements with clear annual packages, transparent service conditions, and access to technical assistance when issues arise.