What we mean by “General Maintenance”

General Maintenance, in our agreements and day to day thinking, is defined as anything that is recommended by the vendor, manufacturer and best practices.
Often times, this can be another phrase for contention. For example, cleaning a machine of malware or infection is NOT general maintenance. Ensuring that the Anti Virus software is up to date, is general maintenance.
Let’s overuse the car metaphor shall we? An oil change is General Maintenance. Fixing the dent someone put in the door is not General Maintenance.
For us, generally anything that requires an unplanned reactive response from our team isn’t general maintenance almost by definition.
General Maintenance should be clearly defined and agreed upon by both parties.