KindResource Technology

Operating System Support Schema for AMC(Annual Maintenance Contracts)

1. Supported Operating Systems

• Enterprise & Government-Approved OS:

  • Windows: Windows 10/11 Enterprise, Windows Server 2016/2019/2022 (Govt. editions)

  • Linux: Red Hat Enterprise Linux (RHEL), Ubuntu LTS, CentOS, Rocky Linux, AlmaLinux

  • MacOS: Only for approved government devices (MacBook, iMac)

  • Android: Official devices used in field operations (law enforcement, survey teams, etc.)

  • iOS: Apple devices used by top-level officials (if applicable)

2. Support Categories

2.1 OS Installation & Configuration

• Fresh OS Installation & Customization based on government department needs.

• Secure Boot & BIOS/UEFI Configuration for hardware-level protection.

• Disk Partitioning & Storage Optimization for performance and reliability.

• Multi-OS Environment Setup (if hybrid OS usage is needed).

• Government-Specified Software Preinstallation (Office apps, security tools, VPNs).

2.2 Security & Compliance

• Regular OS Security Patch Updates (Windows Update, Linux security patches).

• Antivirus & Endpoint Security Integration (e.g., Microsoft Defender for Windows, ClamAV for Linux).

• Firewall Configuration & Intrusion Prevention Systems (IPS).

• Encryption Policies: BitLocker (Windows), LUKS (Linux), FileVault (MacOS).

• Access Control Policies & Role-Based Permissions for different government users.

• Multi-Factor Authentication (MFA) for OS Login & Remote Access.

• Zero Trust Security Implementation where necessary.

• Compliance with Govt. Cybersecurity Policies (BGD e-Gov CIRT, Digital Security Act 2018).

• Integration with National e-Gov CIRT for Real-Time Threat Monitoring.

2.3 Software & Application Compatibility

• Ensuring OS Compatibility with Government Applications:

  • National ID System, Land Records, VAT & Taxation Portals, Police Database, etc.

• Middleware & Database Support:

  • MySQL, PostgreSQL, Microsoft SQL Server, Oracle, MongoDB.

• Legacy System Support:

  • Running older applications via virtualization or compatibility layers.

• Custom Driver Support for Govt. Hardware & Peripherals (biometric scanners, smart card readers, etc.).

• Regular Testing for Compatibility Issues After Updates.

2.4 OS Performance Monitoring & Optimization

• Automated Resource Monitoring & Performance Analysis (CPU, RAM, Disk, Network).

• Log Management & Analysis for Troubleshooting.

• System Cleanup & Disk Space Optimization (temporary files, logs, caches).

• Load Balancing & High Availability Configurations for critical services.

• Process & Service Optimization to prevent performance bottlenecks.

• Virtualization Support & Containerization (VMware, Hyper-V, Docker, Kubernetes).

2.5 Backup & Disaster Recovery

• Regular System Backups (Daily/Weekly/Monthly).

• Automated Backup Solutions (Windows Backup, Acronis, Veeam, Linux rsync).

• Disaster Recovery Planning (DRP) & Business Continuity Management (BCM).

• Real-Time Failover & Redundancy Strategies for critical government IT systems.

• Testing of OS Restore Procedures to ensure data integrity.

2.6 Remote & On-Site Support

• 24/7 Remote Support for Critical OS Issues.

• On-Site Support for Hardware & Network-Dependent Problems.

• Dedicated IT Support for Government Data Centers & Ministries.

• Emergency Response Team for Cybersecurity Threats or OS Failures.

3. Support Tiers

• Level 1 (Basic Support):

  • Remote troubleshooting

  • OS update & patch management

  • User training for basic operations

• Level 2 (Intermediate Support):

  • On-site problem resolution

  • Performance optimization

  • Firewall & security policy enforcement

• Level 3 (Advanced Support):

  • OS reinstallation & advanced system recovery

  • Government data security compliance enforcement

  • Custom security hardening for OS environments

4. AMC Service Frequency

• Daily Monitoring (Automated Log & Resource Tracking).

• Weekly Security & Performance Checks.

• Monthly OS Patch Updates & Bug Fixes.

• Quarterly Full System Audit & Compliance Review.

• Annual Comprehensive Maintenance & Upgrade Planning.

5. AMC Documentation & Reporting

• Incident Reports for all OS-related issues.

• Quarterly Compliance & Performance Reports.

• System Uptime & Downtime Reports.

• Audit Logs for Security & Compliance Verification.

• Training Reports for Government IT Staff.

7. Customization & Scalability

• Tailored Configurations for Ministries, Law Enforcement, Finance, etc.

• Scalability for Future Expansions & Emerging Technologies (AI, Blockchain).

• Integration with existing(applicable) Architecture. 

• Support for New OS Releases & Migration Planning.

8. AI & Automation Integration

• AI-Based Anomaly Detection for OS Security Threats.

• Automated Ticketing & Issue Resolution (AI-Powered Helpdesk).

• Predictive Maintenance Using Machine Learning.

• Self-Healing Systems for OS Crash Recovery.

9. Cost & Budget Planning for AMC

• Pricing Based on OS Usage Scale (Single Machine, Server Farms, Data Centers).

• Cost Breakdown for Different Government Departments.

• Annual Budget Allocation for AMC Renewal.

• Return on Investment (ROI) Analysis for Cost Savings.

10. Training & Capacity Building

• Workshops for Government IT Teams on OS Management.

• User Awareness Programs for OS Security Best Practices.

• Technical Training for System Administrators & IT Officers.

• Certification Support for Govt. IT Staff (Linux, Windows Server, Cybersecurity).

11. Future Expansion & Upgrades

• Transition to Cloud-Based OS Support (Hybrid Cloud/On-Premise).

• IoT & Smart Device OS Support for Smart City Initiatives.

• Blockchain Integration for Secure Government Transactions.

• AI-Based OS Monitoring & Predictive Analytics.