MAINTENANCE & SUPPORT SERVICES

UNIVERSE
Kuwait
Ref. : MZA2015608-6

Greensystems Middle East

1 Thuraya tower number
PO Box 502719 Dubai
United Arab Emirates

http://www.ibremarketing.com

Greensystems Middle East is a subsidiary of IB REMARKETING, Cap Vert Finance Group.

4 rue Maurice de Broglie

ZAC des Mardelles.
93605 Aulnay sous Bois cedex
France

REVISION HISTORY

Issue Date Author Comments

v1.0 8/6/2015 IB-REMARKETING

This offer is valid for 45 days from its date of submission.

This document is the property of Greensystems Middle East.

This document shall not be transmitted to a third party without written authorisation from Greensystems Middle East.

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1. INTRODUCTION

This service offer describes the content of the Hardware Maintenance Support Service which Greensystems Middle East shall
provide to UNIVERSE Kuwait for the benefit of its end-user customers.
This service only applies to components and configurations of equipment, as detailed within exhibit A of this document.

2. DELIVERABLES

PROCESSUS DESCRIPTION STATUS

Registration receipt, categorisation, coordination, dispatch and status monitoring of a service

CALL MANAGEMENT on
request (call). The service request can be reported via unique email address (support@mistral-
24x7 basis With Access
hde.eu) and unique phone number (+33 1 48 19 90 30) during the support contract period by INCLUDED
To COMPANY HELP DESK
stating name, address, contract number, equipment serial number and the relevant Company
CENTER
requested data.
PROBLEM ANALYSIS and The diagnosis and troubleshooting of hardware components and identification of the
INCLUDED
DIAGNOSIS requirement for replacement of defective hardware parts includes.
Delivery of a dedicated action plan where resolving solution or alternative solution to received
PROVISION of an ACTION call is provided within the agreed response time.
INCLUDED
PLAN The provided action plan shall highlight the outcome of the diagnosis and related action to fix
the reported issue
HARDWARE ONSITE
The onsite intervention is supported by local Greensystems Middle East technical team. EXCLUDED
INTERVENTION
Spares parts which are required in order to repair the malfunction to the equipment are
SPARES PARTS INCLUDED
provided.
Customer’s site visit at regularly scheduled intervals to perform diagnostics, check error logs
PREVENTIVE
on covered systems to find potential hardware problems, and, if necessary, address EXCLUDED
MAINTENANCE
mechanical or electronic system complaints and clean or replace worn or defective parts.
Dedicated reporting will be delivered including summaries of the whole cases processed
during the period, per platform and site basis:
-> The number of open and closed calls
PROJECT REPORTING -> The problem description and solution INCLUDED
-> The logging and closing time
-> The criticality level and type of intervention
-> The generic problems encountered and solution provided

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3. SLA DESCRIPTION

PERFORMANCE LEVEL

COVERAGE WINDOW 24x7

RESPONSE TIME Callback for incident qualification and intervention action plan within 30 minutes.

INTERVENTION TIME 4 hours

PREVENTIVE MAINTENANCE On standard business days and hours, upon agreed schedule between UNIVERSE and Greensystems Middle East

REPORTING Quarterly basis and upon customer request

4. ADDITIONAL SERVICES

Any specific service related to maintenance activities of systems to be performed by Greensystems Middle East which is not
covered under the standard maintenance support package shall be explicitly requested by UNIVERSE Kuwait in writing and agreed
on between the parties prior to the execution of such service and quoted by Greensystems Middle East on a time and material
basis.

5. CONTRACT DURATION

The offer is made on a 12 months contract basis

Project estimation starting date : Renewal

Implementation lead time for this contract will be T0 + 0 weeks (T0: Date of PO reception).
During this implementation time, the SLA provided by Greensystems Middle East will be the Best effort.

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6. PRICING

SERVICE DESCRIPTION SLA TOTAL COST

Remote Support + Spares

Hardware Maintenance Services based on
24x7 2,100.00
equipment and SLA listed in Exhibit
4 hours

GRAND TOTAL MAINTENANCE HARDWARE (12 months) 2,100.00 USD

The following services (inclusive of replacement of maintenance parts) are outside the scope of Greensystems Middle East
maintenance service provided hereunder and Electrical work external to the Equipment :
- Modems/telephone lines;
- Repair of damage or increase in service time due to any cause external to the Equipment adversely affecting its operability or
serviceability which shall include, but not be limited to, fire, flood, water, lightning and transportation, or due to neglect or
misuse;
- Repair or damage or increase in service time caused by failure to continually provide a suitable installation environment
including but not limited to, the failure to provide adequate electrical power, air conditioning or humidity control, or customer’s
improper use, management or supervision of the Equipment, or caused by the use of the Equipment for purposes other than for
which it is designed;
- Furnishing platens, drums, batteries, supplies, etc. or accessories, including media such as tapes and disk packs.
- Furnishing printer consumables, which include fusers, maintenance kits, rollers-feed, separation, transfer toners, ribbons,
thermal print heads, design jet print head bleeder kits/lines, and scanner lamps/bulbs.
- Systems engineering services, such as programming, diagnosis of applications software problems, application software
upgrades, programs, and files or preparation of customer’s media for such files.

- Maintenance or repairs attributable to unauthorized attempts by customer to repair or maintain the equipment, or changes,
modifications or alterations in or to the equipment or any accessories, apparatus, attachment or any other devices. Upon
detecting a failure to equipment identified herein, customer will contact Greensystems Middle East for authorization prior to
attempting repair or maintenance of covered equipment.
- Excluded services noted above shall be performed by separate arrangement at Greensystems Middle East established rates
then in effect.

All equipment put under maintenance contract shall be operational on the first day of the contract.
Any faulty equipment shall be repaired prior to the start of the contract.

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7. PAYMENT TERMS

Fees are invoiced yearly in advance and do not include VAT nor WHT. They are to be paid within Prepayment from the date of
invoice reception.

8. CONTACT POINTS

COMPANY FUNCTION CONTACT

System Consultant
Bhaskar BHASKAR KUMAR
UNIVERSE System Consultant bkota@universe.com.kw
+965 69602489

Mounir ZAIDI
Greensystems Middle East Account Manager mzaidi@greensystemsme.com
+971 50 463 32 55

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9. EXHIBIT A: SUPPORTED INSTALLED BASE

Contract Contract Coverage Unit Price

SN Brand Description SLA Site Qty Total USD
Type Duration (months) window USD

To provide SUN Total Remote 12 24x7 4 hours 2,100.00 Kuwait City , 1 2,100.00
Kuwait
Support +
Spares

Total 2,100.00 USD

SCOPE:

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10. EXHIBIT B: SUPPORT PROCEDURES

A- Global Support Organisation

The Greensystems Middle East Help Desk Expert Centre (HDE) is the central point of entry for UNIVERSE. All calls that require
support are logged by the HDE Hotline Centre and the follow up is supervised by one of Greensystems Middle East engineers.
All support related issues will be reported to the dedicated technical department via the Hotline. It is imperative that all problems
are reported to the Hotline in order to provide traceability for audibility of the Support Department.

When the call is reported to the Help Desk Center, the necessary Call Acceptance and Entitlement is performed and the customer /
reporting party is issued with a call number. The call is then assigned to the applicable support engineer team for diagnosis,
troubleshooting and resolution.

Any call which has been received and entitled by the Greensystems Middle East Help Desk Center, and which has been diagnosed as
a problem requiring an on-site service, is assigned by HDE to engineer United Arab Emirates for onsite intervention. For a call
covered by a support contract, and if an engineer is dispatched to go on-site and replace faulty equipment: A FSR (Field Service
Report) will be filled out and will be signed by the customer. This means that serial number from faulty unit and the new unit must
appear on the FSR as well as the type of equipment.

All those processes are followed thanks to Greensystems Middle East Help Desk system which is updated with the right information.

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B- Internal Escalation Process

Level Position and Name Contact

Yves ROCHARD Mobile :

Level #1
Dispatcher yrochard@mistral-hde.eu

Mathieu BEUCHER Mobile : +971 5 052 054 27

Level #2
OPERATION MANAGER mbeucher@greensystemsme.com

Alain DE THOMASSON Mobile : +33 6 15 01 34 39

Level #3
Support Servces Director athomasson@mistral-hde.eu

Farid SEDDAR Mobile : +33 6 12 68 53 15

Level #4
VP Services fseddar@ib-remarketing.com

Bruno DEMOLIN Mobile : +33 (0)6 80 68 61 64

Level #5
CEO bdemolin@ib-remarketing.com

END OF DOCUMENT

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