Technical Support Services for Maintenance:

Services include continuous support delivered by qualified technical team, for the period of (12 months)
and covering all the items described in appendix A of this contract, under the service level specified in
appendix B.

Appendix-A: List of
Covered Equipments Covered Devices List
Brand Description Quantity # of PM Visits Location
Per Year
Gtec -tec UPS System 10 KW 6 Units 4 Olay Tower
DKC Cooling Units 5.8KW 6 Unit 4 (HRDF)

Appendix-B: Level of Service

Preventive Maintenance Visits *during normal working hours included
Corrective Maintenance included
Emergency Service 24h/365d
Response time to site 2-4h

Services Definition and Coverage:

agrees to provide equipment maintenance services during working hours to keep the machines in good
working order. These services are defined as below:

-Corrective Maintenance (Emergency Call) that includes responding to incidents occurrence by problem
troubleshooting and resolution; and replacement of failed hardware parts as deemed necessary . This
Service may be delivered in one of several ways such as remote support, phone support, or on-site
support. This service will be provided during working hours unless otherwise stated in Appendix B (Level
of Service).

-Preventive Maintenance visits that are initiated , pre-scheduled and approved.

This service is aimed at identifying developing trends that could lead to system failure and suggesting
preventive actions that would serve to avoid the occurrence of such a failure. Predefined tasks are
performed in order to prolong the operability and life of equipment.

-Preventive maintenance visits are performed as per the dates are pre-scheduled and approved by both
parties.

-In the case that a preventive maintenance visit cannot be conducted as scheduled, it is to be re-
scheduled automatically to the next available work day with coordination of both parties.

- A written technical report is to be submitted to the HRDF following every preventive maintenance visit.
The report is to include a detailed description of what was done, the equipment that was maintained,
and any possible corrective action or enhancement that needs to be carried out.

-If the HRDF requests unscheduled, on-call remedial equipment maintenance to be performed at a time
which is outside the selected periods or terms of maintenance coverage, the service will be furnished at
the applicable man-hour rate as set forth by.

-Failed devices might be repaired on customer site or brought to SETRA workshop if necessary.