Service & AMC Policy

This page explains how we actually deliver service at Butterfly Business Solutions — how we attend to support calls and breakdowns, and what an Annual Maintenance Contract (AMC) does and does not cover. It is written for our customers across Ahmedabad and Gandhinagar so there are no surprises later.

How we work — on-site, in your area

We are a service-area business, not a shop. There is no walk-in counter or public address to visit. All work — CCTV and security-camera installation, computer AMC and IT support, office IT setup, networking, cabling and WiFi, biometric attendance, server and storage setup, and on-site computer repair — is carried out at your premises in Ahmedabad and Gandhinagar, Gujarat, or remotely where the issue allows.

Our working hours are Monday to Saturday, 10:00 am to 7:30 pm. Calls, WhatsApp messages and enquiries received outside these hours are attended to on the next working day. Before any chargeable installation or new project, we carry out a site survey so that camera positions, cabling routes and equipment are planned correctly for your premises, and then we share an itemised written quotation for your approval.

Support and breakdown response

When you report a fault — by phone, WhatsApp or our contact form — we log it and respond during working hours. Wherever a problem can be sorted out over a call or by remote access, we will try that first, as it is usually the fastest fix. If an on-site visit is needed, we schedule it as soon as a slot and your premises access allow.

For customers on an active AMC, breakdown calls are given priority. Our target is to acknowledge a logged complaint and propose next steps within the same working day, and to attend on site within the next working day, subject to working hours, travel within our service area, and safe access to the site. These are genuine targets, not guarantees, and severe weather, power or internet outages, or events beyond our control may affect timing.

What an AMC covers

An AMC is an annual support arrangement for equipment we look after — typically your CCTV system (cameras, DVR/NVR, storage), computers, network and related devices listed in your contract. Depending on the AMC you choose, it generally includes:

• Preventive maintenance visits — periodic health checks, cleaning, camera-angle and focus checks, recording and storage verification, and firmware/settings review. The number of scheduled visits a year is stated in your AMC.
• Breakdown support during working hours for the equipment covered, with remote help first where possible and on-site attendance where needed.
• Minor repairs, settings and adjustments — re-aligning cameras, reconnecting a dropped device, re-doing a small connector or termination, restoring configurations and helping you with day-to-day operation.
• Advice and guidance — practical recommendations on using your system well and on when a part or device is genuinely nearing end of life.

We offer AMC on a labour/support basis, where service visits and minor work are covered but spare parts are billed separately, or on a comprehensive basis where specified parts are included. Which one applies to you, and exactly which devices are covered, is written into your individual AMC — please read that document, as it is the final word for your contract.

What an AMC does not cover

To keep AMC pricing fair, some things sit outside it and are quoted separately:

• Replacement hardware — new cameras, hard disks, recorders, switches, computers or other devices when a part fails and needs replacing (in a labour/support AMC).
• New installations and expansions — adding cameras or points, extending cabling, or setting up new locations beyond the system already covered.
• Damage from outside causes — electrical surges or lightning, water ingress, fire, pest or rodent damage to cabling, physical or accidental damage, tampering, or work done by a third party on the covered equipment.
• Issues outside our equipment — your internet/ISP, electricity supply, civil work, false-ceiling or structural work, and consumables.

The manufacturer or brand warranty on hardware we supply (for example Hikvision, CP Plus, Dahua, D-Link or TP-Link) is passed through to you, and we help you make those claims. How warranty and AMC fit together is explained in our Warranty Policy.

Spare parts and billing

When a covered part fails and is not economically repairable, we recommend a genuine, branded replacement and tell you the cost before we proceed. Parts are supplied with a proper bill, and any visit or labour charges that fall outside your AMC are quoted up front. We do not add charges to your bill that were not discussed with you beforehand. We do not take card payments on this website today; payment is arranged offline by the usual modes against our invoice. Cancellation or refund questions on quoted work are covered in our Refund & Cancellation Policy.

Your premises and footage

For service to go smoothly, we ask for safe access to the site, a working power supply, and internet where remote viewing or support is involved. For CCTV systems, the recorded footage belongs to you and stays under your control. When our technician needs to view footage or access settings to do the work, we use that access only as required for the service and keep it confidential. As the system owner you remain responsible for lawful use — putting up "Area under CCTV surveillance" signage, not pointing cameras at washrooms, changing areas, neighbours' private property or similar private spaces, and meeting your data-protection duties. How we handle your enquiry and contact information on this website is set out in our Privacy Policy.

Grievances and escalation

If you are not satisfied with a visit or a resolution, please raise it with us directly first — the fastest route is to call or WhatsApp +91 83471 71266 and tell us your site and the complaint. We will acknowledge it and work with you to put it right. The general terms that govern our services are in our Terms & Conditions, and the limits of what camera and IT systems can guarantee are explained in our Disclaimer.

Contact us

For any question about service or your AMC, or to raise a grievance, please reach us:

• Phone / WhatsApp: +91 83471 71266
• Email: sales@butterflybusiness.in
• Working hours: Monday to Saturday, 10:00 am to 7:30 pm
• Service area: Ahmedabad & Gandhinagar, Gujarat, India

Butterfly Business Solutions is a proprietorship of Vishal Patel, MSME / Udyam Registration No. UDYAM-GJ-12-0033037.