4 Visits per year

Emergency call included

· Access control – 10 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.

3.2. The contract is renewed automatically for a period of one year from the contract expiration date if no written termination notice is submitted two months prior to the contract end date. The same contract terms will apply; entitling both parties to all financial, labor & other commitments made under this contract.

3.3. The client or Contractor may terminate this contract at any time, with no penalties, by

Submitting to the other party a written termination notice one month prior to the desired

Termination date.

3.4 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:

4.3.1. Access Control (Spare/replacement parts are not included) .

The system shall cover its capacity and functionality with minimum components; be flexible and capable of including new facilities or technologies as they become required or available.

5. Location: : Marina Wharf 1 – Dubai Marina / Dubai.

6. Responsibilities of Contractor

6.1 Provide maintenance labor to keep the system specified in contact, operational and in good

working condition.

6.2 Provide the client with a primary contact person at Contractor who would respond to the

client queries and calls, as well as provide the contact information of relevant management

staff members.

6.3 Assign an Engineer who is responsible for handling the managerial aspect of the Contractor

client relationship, ensuring adherence to the contract terms, and to guarantee customer

satisfaction.

6.4 Adhere to time, financial and labor constraints specified within this document.

6.5 Provide services that fall under one of two categories: Remedial Maintenance and

Preventive Maintenance, as described in the “Service Description" section of this contract.

6.6 Submit a detailed written report to the client following each Preventive Maintenance visit.

6.7 Provide remedial maintenance promptly after notification that system is inoperative

because of a malfunction. The service response time is expected to be within the pre-

specified constraints mentioned later in this contract. For this purpose, Contractor shall

have full and free access to the machines.

6.8 Parts that need replacement in systems are NOT covered under this contract. If needed,

these will be quoted separately. The system shall cover its capacity and functionality with minimum components; be flexible and capable of including new facilities or technologies as they become required or available.

5. Location: : Marina Wharf1 – Dubai Marina / Dubai.

6. Responsibilities of Contractor

6.1 Provide maintenance labor to keep the system specified in contact, operational and in good

working condition.

6.2 Provide the client with a primary contact person at Contractor who would respond to the

client queries and calls, as well as provide the contact information of relevant management

staff members.

6.3 Assign an Engineer who is responsible for handling the managerial aspect of the Contractor

client relationship, ensuring adherence to the contract terms, and to guarantee customer

satisfaction.

6.4 Adhere to time, financial and labor constraints specified within this document.

6.5 Provide services that fall under one of two categories: Remedial Maintenance and

Preventive Maintenance, as described in the “Service Description" section of this contract.

6.6 Submit a detailed written report to the client following each Preventive Maintenance visit.

6.7 Provide remedial maintenance promptly after notification that system is inoperative

because of a malfunction. The service response time is expected to be within the pre-

specified constraints mentioned later in this contract. For this purpose, Contractor shall

have full and free access to the machines.

6.8 Parts that need replacement in systems are NOT covered under this contract. If needed,

these will be quoted separately.