Key takeaways

• Essential Care: business hours, next-business-day on-site support, 2 services a year, 5-day turnaround.
• ProSecure Plan: 4-hour on-site response in Colombo, 3 services, temporary equipment, pickup and return.
• Enterprise Shield: genuine 24/7 support, 1-day turnaround and data backup and recovery.
• All plans include a dedicated engineer, unlimited support and warranty and supply discounts.
• Plans can be customised and mixed after a free consultation.

Introduction

No two businesses use IT in the same way. A small design studio may only need help during office hours, while a hotel, hospital or logistics company may need IT support at any time of the day or night. That is why Raiden (Pvt) Ltd offers three Annual Maintenance Contract plans: Essential Care, ProSecure Plan and Enterprise Shield. Each plan builds on the one before, adding faster response, longer support hours and more services.

This article compares the three plans in detail, using the official Raiden AMC package table. It explains every privilege, what it means in practice, which kinds of businesses each plan suits, and how to choose the right one. If you are new to AMCs, What Is an IT Annual Maintenance Contract (AMC)? A Complete Guide for Businesses explains what an Annual Maintenance Contract is and how it works.

All three plans are yearly contracts, and every plan can be customised after a consultation to match your IT infrastructure and budget.

The three plans side by side

Notes from the Raiden booklet: customers may buy extended warranty packs as optional add-ons for existing PCs or laptops (see raiden.lk/extendedwarranty). Data backup and recovery is provided if feasible, depending on the condition of the device and the integrity of the data at the time of service.

What every plan includes

Whichever plan you choose, you receive the core benefits of a Raiden AMC.

A dedicated IT engineer

Every client has a dedicated IT engineer who gets to know your devices, users and network. Instead of explaining your setup to a new technician every time, you work with someone who already understands it. Your Dedicated IT Engineer: Unlimited Helpdesk, Remote and On-Site Support with a Raiden AMC explains the role in detail.

Unlimited access to support

All plans give unlimited access to technical support representatives during the plan’s support hours. There is no limit on how many times your staff can ask for help.

Remote and on-site support

Many problems can be solved remotely over the internet in minutes, without waiting for an engineer to travel. All plans include remote internet-based IT support in addition to on-site services.

Preventive service visits

Every plan includes comprehensive service visits: two a year on Essential Care and three a year on ProSecure and Enterprise Shield. During these visits, engineers clean, check, update and optimise your equipment. Preventive IT Maintenance: What Happens During an AMC Service Visit describes what happens during a service visit.

Warranty, licences and discounts

All plans include a one-year software warranty extension for genuine licences bought from Raiden.lk, discounted warranty extension packs for PCs and notebooks, and special discounts on new supply orders and consumables. Extended Warranties, Genuine Software Licences and Supply Discounts with a Raiden AMC explains these benefits.

Essential Care: dependable support for smaller offices

Essential Care is designed for small businesses and offices whose work happens mainly during normal business hours, and which can manage for a short time if a device fails.

Key features:

• Support Monday to Friday, 8.30am–5.00pm, and Saturday, 8.30am–1.30pm.
• On-site support the next business day.
• Two comprehensive services a year.
• Average repair turnaround of five business days.
• Dedicated engineer, remote support, software warranty extension and discounts.

Best for:

• Small offices with up to around 15–20 users.
• Businesses with spare devices or flexible working.
• Organisations moving from ad hoc “break-fix” support to a planned AMC for the first time.

Things to consider: Essential Care does not include temporary equipment, off-site pickup and return, or data backup and recovery. If a single computer is critical to your business, consider ProSecure.

ProSecure Plan: faster response for busy businesses

The ProSecure Plan is for businesses that cannot afford to wait a day for help, and that need equipment back in action quickly.

Key features:

• Support Monday to Friday and Saturday, 8.30am–5.00pm: a full working Saturday.
• On-site response within four hours in the Colombo area.
• Three comprehensive services a year.
• Temporary equipment (desktop PCs and laptops) until defects are resolved.
• Off-site repair with pickup and return.
• Average repair turnaround of three business days.

Best for:

• Growing businesses of 15–100 users.
• Retail shops, showrooms and service businesses that work on Saturdays.
• Professional firms with deadlines, such as accountants, lawyers and agencies.

Why it matters: temporary equipment and pickup and return mean staff keep working while their device is repaired, and nobody has to carry broken equipment to a repair centre. Temporary Equipment, Off-Site Repair and Pickup: Keeping Your Business Running During IT Repairs explains how this works.

Enterprise Shield: round-the-clock protection

Enterprise Shield is Raiden’s most comprehensive plan, for organisations where IT must work at all times.

Key features:

• 24/7, 365 days support. As the Raiden booklet confirms, this is genuine 24/7 support: helpdesk engineers work in shifts and are ready for calls at any time.
• On-site response within four hours in the Colombo area.
• Three comprehensive services a year.
• Temporary equipment, and off-site repair with pickup and return.
• Data backup and recovery for notebooks bought from Raiden (Pvt) Ltd.
• Average repair turnaround of one business day.

Best for:

• Hotels, hospitals, clinics and pharmacies.
• Logistics, manufacturing and businesses with night shifts.
• Companies with servers, networks and CCTV that must run all the time.
• Organisations serving overseas clients in other time zones.

Why it matters: problems do not keep office hours. A server failure on a Sunday night or a network fault during a night shift can be handled straight away, and data on Raiden-supplied notebooks can be backed up and recovered. AMC Articles 3 and 7 explain response times and data backup.

How to choose the right plan

Answer these questions to find the right starting point:

Your Raiden consultant will review these questions with you during a free consultation and may suggest a customised combination, for example Enterprise Shield for a server room and key staff, and Essential Care for other users.

Comparing the value of each plan

The right plan is not always the cheapest one. To compare value, think about:

• The cost of downtime: how much does it cost your business if a device or system is down for a day? For a busy business, faster response and temporary equipment can quickly pay for themselves.
• Your critical systems: servers, point-of-sale systems, accounts computers and network equipment often justify a higher plan.
• Your working hours: if you work evenings or weekends, out-of-hours support is essential.
• Your growth plans: a plan with more services and faster response may suit a growing business better.

How Much Will Managed IT Support Cost? 12 Questions to Ask Before You Sign an IT AMC lists questions that help estimate the cost of managed IT support for your business.

Customising your AMC

Every Raiden AMC is developed after proper consultation and confirmation with the client. Customisation can include:

• Which devices are covered: PCs, laptops, servers, switches, routers, printers, CCTV and other peripherals.
• Different plans for different sites or departments.
• Additional services: such as extended warranty packs, network projects or cybersecurity tools.
• Reporting and review meetings to track support and plan upgrades.

How support is requested

On every plan, staff can contact Raiden through:

• 24/7 chat support.
• The helpline number: +94 70 724 9800.
• Email: [email protected].
• The ticketing tool, to request remote support for all IT peripherals.

Devices covered on every plan

All three plans can cover the full range of office IT equipment listed in the Raiden booklet:

The exact list of covered devices is agreed during consultation and recorded in the contract.

Moving up a plan

Businesses change. A company that starts on Essential Care may later need ProSecure as it grows, or Enterprise Shield when it opens a 24-hour operation. Because Raiden AMCs are yearly and customised, plans can be reviewed at renewal or when your needs change.

The plan features in plain language

• Dedicated IT engineer: one named engineer who knows your systems and is your main technical contact.
• Unlimited access to support: your staff can ask for help as often as they need during support hours.
• On-site response time: how soon an engineer arrives at your premises when a visit is needed.
• Remote support: an engineer connects securely to your computer over the internet to fix problems without travelling.
• Comprehensive service: a scheduled preventive maintenance visit covering cleaning, checks, updates and optimisation.
• Temporary equipment: a loan desktop or laptop while your own device is repaired.
• Pickup and return: Raiden collects the faulty device, repairs it off site and brings it back.
• Data backup and recovery: copying important data and restoring it if a device fails.
• Repair turnaround: the average time from reporting a fault to having the device working again.

Questions to ask during your consultation

1. Which of our devices and locations should be covered?
2. Which systems are critical, and what happens if they fail out of hours?
3. How many users depend on each server, printer or network device?
4. Do we need temporary equipment for key staff?
5. Where is our important data stored, and how is it backed up?
6. Are any devices close to the end of their life, and should they be replaced first?
7. Which software licences do we have, and are they genuine and up to date?
8. How will support requests be logged and reported to management?

What happens at renewal

Raiden AMCs are yearly contracts. Before renewal, it is good practice to review the year together: how many requests were raised, how quickly they were resolved, which devices caused repeated problems, and what changes are coming in the business. The plan can then be renewed as it is, upgraded to a higher level, or adjusted to add or remove devices and locations. Renewal is also a good time to plan hardware replacements, using the special AMC discounts on new supply orders.

Common mistakes when choosing an AMC plan

• Choosing on price alone: a lower-cost plan can cost more in lost productivity if it does not match how your business works.
• Forgetting out-of-hours needs: if anyone works evenings or weekends, check that support is available when they need it.
• Leaving devices off the list: printers, CCTV and network equipment are often forgotten until they fail.
• Ignoring data: if important data lives on laptops, plan for backup and recovery.
• Not reviewing the plan: a plan that suited you two years ago may not suit you now.

An example in practice

The following example is illustrative and does not describe a real client.

A group with a city hotel and a small head office asked Raiden for advice. The hotel’s front desk, billing, Wi-Fi and CCTV run 24 hours a day; the head office works Monday to Friday.

Raiden proposed Enterprise Shield for the hotel, with 24/7 support, four-hour on-site response and one-day repair turnaround, and Essential Care for the head office. When the hotel’s front-desk PC failed late on a Saturday night, the helpdesk resolved the problem remotely within minutes. The head office uses its two annual service visits to keep its computers clean and up to date. The group now has the right level of support in each location and a clear annual budget.

Frequently asked questions

What is the main difference between the three plans?

Support hours, response time, number of service visits, repair turnaround and extra services. Essential Care offers next-business-day support; ProSecure adds four-hour on-site response in Colombo, temporary equipment and pickup and return; Enterprise Shield adds 24/7 support, one-day turnaround and data backup and recovery.

Which plan includes 24/7 support?

Enterprise Shield, with support 24 hours a day, 365 days a year.

Which plans include temporary equipment?

ProSecure Plan and Enterprise Shield, for desktop PCs and laptops.

Is the four-hour response available outside Colombo?

The four-hour on-site response applies in the Colombo area. Raiden serves clients islandwide; ask about response times for your location during your consultation.

Can I mix plans?

Yes. Raiden can customise a contract, for example a higher plan for critical systems and a lower plan for other devices.

How many service visits does each plan include?

Two comprehensive services a year on Essential Care, and three a year on ProSecure Plan and Enterprise Shield. Visits are scheduled at times that suit your business.

Is my information kept confidential?

Yes. On every plan, Raiden prepares and signs confidentiality forms as part of the AMC agreement to protect your critical data and assets.

Which plan includes data backup and recovery?

Enterprise Shield, for notebooks bought from Raiden (Pvt) Ltd, provided recovery is feasible given the device’s condition and data integrity.

Conclusion

Raiden’s three AMC plans give every business a clear choice. Essential Care offers dependable, planned support for smaller offices. ProSecure Plan adds same-day on-site response in Colombo, temporary equipment and pickup and return for busy businesses. Enterprise Shield delivers genuine 24/7 protection, one-day repair turnaround and data backup and recovery for organisations that can never stop.

Whichever plan you choose, you get a dedicated IT engineer, remote and on-site support, preventive service visits and the backing of an authorised reseller for the world’s leading IT brands.

Not sure which plan is right for you? Contact Raiden (Pvt) Ltd on +94 70 724 9800 or [email protected] for a free consultation.

Find your AMC plan

Related reading

• What Is an IT Annual Maintenance Contract (AMC)? A Complete Guide for Businesses
• IT Support Response Times Explained: 24/7 Helpdesk, 4-Hour On-Site and Next-Day Support
• Your Dedicated IT Engineer: Unlimited Helpdesk, Remote and On-Site Support with a Raiden AMC
• Preventive IT Maintenance: What Happens During an AMC Service Visit
• Temporary Equipment, Off-Site Repair and Pickup: Keeping Your Business Running During IT Repairs
• Data Backup and Recovery for Businesses: Protecting Your Data Under a Raiden AMC
• Extended Warranties, Genuine Software Licences and Supply Discounts with a Raiden AMC
• How Much Will Managed IT Support Cost? 12 Questions to Ask Before You Sign an IT AMC
• Computer Processors (CPUs) in 2026: AI PCs, NPUs, Hybrid Cores and How to Choose the Right CPU

Sources

• Raiden (Pvt) Ltd, "Annual Maintenance Contract" booklet (AMC package table and notes): https://raiden.lk/amc
• Raiden (Pvt) Ltd, extended warranty packs: https://raiden.lk/extendedwarranty
• Raiden (Pvt) Ltd company profile: https://www.raiden.lk