Every contract from device as a service providers is legally a service arrangement. It sits on top of a contract of bailment for the underlying hardware, under Section 148 of the Indian Contract Act, 1872. That legal structure is identical across the market. What differs is how each provider actually executes the managed service layered on top of it. Ten questions separate a provider that executes well from one that only sounds like it does in an RFP response.
1. What Does the Service Responsibility Matrix Actually Cover?
A service responsibility matrix should name, task by task, whether the provider or the business is responsible: hardware, configuration, helpdesk tier one and two, replacement, reporting, refresh and retirement. An RFP response that describes the service in general terms without this matrix leaves too much room for disagreement later about who owns what. Ask for the matrix as a standalone document, not embedded in narrative text that is easy to skim past.
2. What Does the Onboarding Plan Look Like?
An onboarding plan should specify a timeline from contract signing to the first devices in employees' hands, including who is responsible for each step along the way. Ask for a named project lead for onboarding, not a generic account manager who only appears after the contract is signed. A vague onboarding answer in an RFP response often predicts a vague onboarding experience in practice.
3. What Geographic Coverage Does the Provider Actually Have?
Geographic coverage should name specific cities with local stock and field teams, not a national claim that resolves to a courier partnership outside the metro areas. C Prompt's Device as a Service plan runs on its own field teams across 8 named cities. Ask which cities have local stock versus which are served from a regional hub, since the difference changes delivery and replacement timelines meaningfully.
4. Who Owns Escalation When Something Goes Wrong?
Escalation ownership should name a specific role or person for issues that the first line of support cannot resolve, not a generic reference to "management." Ask what happens when a device failure affects a business-critical function. Confirm how quickly an escalation reaches someone with authority to act, rather than someone reading the ticket for the first time.
5. What Are the Exact Replacement Logistics?
Replacement logistics should specify the SLA in business days per city, and whether spare stock is held locally or built on demand after a failure. Ask what happens outside the named coverage cities. A strong SLA in the RFP response that only applies to headquarters is not the same as one that applies to every location in the fleet.
- Replacement SLA stated per city, not as one national average figure
- Spare stock held locally versus a build-to-order cycle after failure
- What happens to a failed device: repaired, returned, or replaced outright
6. How Does Fleet Reporting Actually Work?
Fleet reporting should be demonstrated, beyond a written description, in an RFP response. Ask for a sample report or a dashboard walkthrough showing device count, location, age, warranty status and open tickets. A provider that can only describe reporting in a sentence, without showing what it actually looks like, may not have built the reporting capability the proposal implies.
7. How Is the Refresh Handled Across a Multi-Year Contract?
Refresh handling should specify when devices are replaced, whether on a fixed schedule or reactively at failure. It should also state how the cost of that refresh is reflected in the monthly amount. Ask for the refresh schedule in writing, tied to specific years of the contract, rather than a general assurance that hardware will be "kept current."
8. What Does the Exit Process Actually Involve?
The exit process should cover what happens at contract end or early termination. That includes a certified data wipe, a device return timeline, and any transition support if the business moves to a different provider. Ask this question before signing, not when the contract is already ending, since exit terms negotiated under pressure rarely favour the business.
- Certified data wipe process, documented and confirmed in writing
- Device return timeline and condition standard at contract end
- Transition support if moving to a different provider or bringing services in-house
9. Can the Provider Show Real Reference Deployments?
Reference deployments should be real clients willing to confirm device count, cities and outcome, not testimonials written by the provider itself. Ask to speak with an existing client running a similar order size, in a similar geography, before committing to a large multi-year contract.
10. What Does the Invoice Structure Actually Look Like?
Invoice structure should separate the device cost, service scope and tax lines clearly. GST applies at 18% under CBIC Notification 11/2017-Central Tax (Rate). Once monthly payment to a single vendor crosses ₹50,000, Section 194-I requires 2% TDS deducted before payment. Ask for a sample invoice in the RFP response, beyond a monthly figure in a pricing table.
Documents an RFP Response Should Confirm Upfront
An RFP response should confirm the standard KYB documents needed to move from shortlist to contract: company PAN, GST registration, and the signing authority's identification and authorisation letter. Ask whether these are needed only at signing, or earlier for a pilot batch, since a provider vague on this timeline may not have a defined onboarding process behind the RFP response.
Device as a Service vs Hardware as a Service Providers
Device as a service and hardware as a service describe the same category of provider under two regional naming conventions. Run this same ten-question list against either kind. The underlying responsibility matrix, onboarding process and exit terms do not change based on which term appears in the marketing material.
The ten RFP questions, in one list:
- What does the service responsibility matrix actually cover?
- What does the onboarding plan look like?
- What geographic coverage does the provider actually have?
- Who owns escalation when something goes wrong?
- What are the exact replacement logistics?
- How does fleet reporting actually work?
- How is the refresh handled across a multi-year contract?
- What does the exit process actually involve?
- Can the provider show real reference deployments?
- What does the invoice structure actually look like?
Frequently Asked Questions
What is a service responsibility matrix in a device as a service RFP?
It is a task-by-task breakdown naming whether the provider or the business owns each responsibility: hardware, configuration, support, replacement, reporting, refresh and retirement.
Why does geographic coverage matter when evaluating device-as-a-service providers?
Coverage determines actual delivery and replacement speed. A national claim without named cities and local stock often resolves to slower service outside major metros.
How do I verify a provider's fleet reporting capability?
Ask for a sample report or a live dashboard walkthrough during the RFP process, rather than accepting a written description alone.
What should an exit process cover at the end of a device as a service contract?
A certified data wipe, a device return timeline and condition standard, and any transition support if the business changes provider.
Is GST charged on device as a service invoices?
Yes, at 18%, shown as a separate line. Registered businesses can claim input tax credit on this amount.
Should reference deployments be checked before signing a multi-year contract?
Yes. Speak directly with an existing client running a similar order size and geography before committing, rather than relying on the provider's own case studies alone.
What documents does an RFP process need before moving to contract?
Standard KYB documents: company PAN, GST registration, and the signing authority's identification and authorisation letter. Confirm whether these are needed at signing or earlier, for a pilot batch.
Does a service responsibility matrix need to be a separate document?
It should be. A matrix buried in narrative text is easy to skim past during evaluation and harder to reference later if a dispute comes up over who owns a specific task.
Ten questions, asked in the RFP stage, reveal more about device-as-a-service providers than any proposal document will on its own. Score each provider on your shortlist against all ten, not only the two or three that come up first in the sales conversation.