Greeting from SAGA International, 

Scope of service.

4 Visits per year

Emergency call included

· CCTV– 111 no’s

2.2. Preventive Maintenance

Maintenance performed proactively by Contractor which is designed to keep the system in proper working condition.

2.3. Remedial Maintenance

Corrective action performed reactively by Contractor which results from system failure and which is performed as required; i.e. on an unscheduled basis.

2.4. Call

Refers to the action of conducting a phone call by the client, or a client representative, to Contractor office to report a system malfunction in the client site that requires corrective action by Contractor. Calls usually result in a service report being generated internally by Contractor.

2.5. Incident

The occurrence of a technical problem or a system malfunction in the client site and the resulting remedial action taken by Contractor.

Service for system that has failed or not implemented by Contractor prior to the signing of this agreement is not the responsibility of Contractor. Contractor is committed to the terms and conditions of this agreement starting from the date of approval onwards.

4. Maintenance Services and Parts

4.1 Contractor agrees to provide system sustaining service coverage for the time period selected by the client to keep the machines in good working order. These services are defined under two specific categories:

4.1.1. Unscheduled, on-call remedial service. Such service includes problem resolution.

4.1.2. Preventive maintenance visits that are initiated by Contractor on every 3 month once.

4.2. Maintenance services do not include:

4.2.1. Any work external to the systems or maintenance of accessories, alterations,

attachments, or other devices not explicitly mentioned in contract

4.2.2. Performing services that fall outside the scope of the agreement, such as new service

implementation.

4.2.3. Any additional charges incurred as a result of repair of damage or increase in service

time caused by: accident, transportation, neglect, alteration, or misuse of system by the

client.

4.2.4. Repair of damage or increase in service time caused by other than normal operation

such as natural catastrophe, war, fault or negligence of the client, or by causes

External to the system.

4.2.5. Repair or maintenance to restore system to proper operating conditions after any third-party had performed maintenance or otherwise repaired an item of system. Additional charges for such repair or maintenance shall be at Contractor applicable time and material rates & terms then in effect.

4.3. Technical Requirements:

SUPPORT SERVICES INCLUDE: