Start with your own downtime cost
Before comparing contracts, work out what a failed unit costs you. For a restaurant it is the stock in the cabinet plus lost covers if dishes come off the menu. For a store it is spoiled product and empty facings. For a pharmacy or lab it may be stock that cannot be replaced quickly, plus compliance consequences. A site where a Saturday-night failure is serious needs fast weekend response; a site that can move stock to a spare unit may be fine with next-day service.
Also count how many units you run and how old they are. A site with eight cabinets of mixed ages gets more value from comprehensive cover than one with a single new unit still under warranty. Write these facts down before you call providers; it makes their answers easier to judge.
Questions about scope
- Exactly which units are covered? Is there an asset list with serial numbers?
- How many preventive visits a year, and what checklist is followed at each?
- Is condenser cleaning included at every visit? Evaporator cleaning? Drain clearing?
- Are gaskets, door closers, fans, controllers and probes covered, or charged?
- Is the compressor covered? Is there a unit age limit for compressor cover?
- Is refrigerant covered, and does that include finding and fixing the leak, not just recharging?
Questions about response
- What is the response time in hours, and is it to arrive or to fix?
- Does it apply on Sundays, public holidays and at night?
- Where is the nearest technician based, and how many technicians serve my area?
- Which spares are kept in stock locally, and how long do others take?
- Is a loan or standby unit available if a repair takes days?
- Who do I escalate to if the response time is missed?
Questions about competence and records
- Are technicians trained on the refrigerants in my units, including flammable hydrocarbons?
- Is refrigerant recovered, not vented, during repairs?
- Will I get a written service report after every visit, with readings?
- For pharma and lab units: can you provide calibration records or probe checks in the format my quality system needs?
- Can you show me a sample service report from another site, with names removed?
Put the quotes on one sheet
| Item | Quote A | Quote B |
|---|---|---|
| Units listed with serial numbers | Yes / No | Yes / No |
| Preventive visits per year | ||
| Breakdown response (hours, days covered) | ||
| Parts covered | ||
| Compressor and refrigerant cover | ||
| Key exclusions | ||
| Written report per visit | Yes / No | Yes / No |
| Annual cost |
Red flags
- No written checklist for preventive visits — just 'general servicing'.
- Response time described as 'at the earliest' rather than in hours.
- Exclusions that are vague, such as 'misuse' with no definition.
- Routine gas top-ups offered as maintenance. A sealed system should not need regular refrigerant; repeated top-ups mean a leak that should be found and fixed.
- Reluctance to say whether technicians are trained for hydrocarbon refrigerants.
- Automatic renewal clauses with long notice periods.
Review after the first year
Keep your own log of AMC visits and breakdown calls: date called, time arrived, time fixed, what was done. At renewal, compare it with what the contract promised. A provider who has met their response times and given you useful reports is worth more than a slightly cheaper newcomer. If visits were missed, raise it with the reports in hand before renewing.
Safety notes
Whichever plan you choose, make sure only trained technicians open the refrigeration system or handle refrigerant, and that work on hydrocarbon-refrigerant units follows flammable-gas precautions: ventilation, leak checks, and no flames or sparks until the system is confirmed safe.
Frequently asked questions
- Should I choose the manufacturer's AMC or a local service company?
- Either can work. Compare them on the same questions: parts availability, response time in your area, technician training and written reports. A local company with good spares access can be as effective as the manufacturer; check references.
- Can I combine different equipment under one AMC?
- Many providers will cover refrigerators, freezers and cold rooms together, which simplifies records. Make sure every unit is on the asset list and the terms apply to each type.
- Is a multi-year AMC better than renewing every year?
- A longer term can lock in terms, but only commit once a provider has proved itself over a year. If you do sign for longer, make sure the contract lets you exit for missed response times or visits, and that the asset list can be updated as units are added or retired.
