Hardware maintenance and support services, as well as network software maintenance and support services, are included in maintenance services.

Hardware

• Hardware maintenance and support services, which include contract maintenance and per-incident repair, are preventive and corrective services that physically repair or optimize hardware.
• Hardware support also includes all fee-based hardware warranty upgrades, as well as online and telephone technical troubleshooting and setup assistance.

Software 

• Software maintenance and support services include long-term and pay-as-you-go (incident-based) support contracts. Software support services include remote troubleshooting and support provided via the telephone and online channels, as well as installation assistance and basic usability assistance.
• Remote troubleshooting and support via phone and web channels, as well as installation and basic usability assistance, are all included in software support contracts.
• Software support services may include new product installation, product update installation, migrations for significant software releases, and other proactive or reactive on-site services in some situations.
• Operating systems and infrastructure software are examples of software products and technologies included in this category.
• Subscriptions that give entitlement and rights to use future minor versions (point releases) or major releases of software are not included in software support services.