Grameenphone Ltd. – Systems And Services Ltd.

Contract no.: GP-02487 Confidential

Annex 07, Maintenance & Support

1. Introduction
This annex describes maintenance and support services for both Hardware and Software, which the
Purchaser may Order from the Supplier. Such Services are to be performed by the Supplier in order for the
Purchaser to execute operation and maintenance of the System and connected Equipment delivered by
the Supplier in the most efficient and economical way.
The Supplier warrants that any assistance needed by any Subcontractor of the Supplier shall be entirely the
obligation of the Supplier.

This annex, maintenance and support services will be effective after the successful completion of FAC (final
Acceptance Certificate). During the warranty period, maintenance and support service and Spare parts
Management service including repair return Services with faulty item collection and delivery from/to site,
whichever is applicable will be effective and no cost to Purchaser. After warranty period, only operational
systems will fall under the scope of AMC (services mentioned as above) as per agreed SLA. A quarterly
audit will be carried to identify systems under this Annex.

The Following Items will be considered as the scope of Maintenance and support contract. The
Supplier is requested to quote the following services and breakdowns in the Price Annex:
1. Operation and maintenance assistance Services
i. Customer helpdesk
ii. Trouble handling
iii. Emergency support service
2. Repair and Return services for HW plug-in units
3. On field Support and assistance
However the following Items will be considered as addon services on top of Maintenance and support
contract.
1. Spare Part Management Service
2. Expert assistance service levels;
i. Expert
ii. Advanced
iii. Normal

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2. Operation and Maintenance Assistance Service

2.1General Scope
This Service is eligible for all equipment (HW/SW) declared under the Scope of the Contract. This scope will
enable the purchaser to get services and support for any hardware, software, features and all
functionalities supported by the contracted products. Only operational systems will fall under this scope.
Systems those are not operational will not be considered for this scope. However if any product is
redeployed in network will also fall in this scope.

2.2 Purchaser’s Responsibilities

Purchaser shall carry out the regular design, dimension, configuration, fault handling and Maintenance of
Equipments. If a problem arises (both in design and operational), the purchaser may ask for operational
and maintenance assistance service to the supplier. The Purchaser will identify the initial problem, and ask
supplier for solution. In Fault case, the purchaser will fill in a fault report form and send it to the Supplier.
Supplier shall provide appropriate Support service based on the severity level of the fault as defined in 4.6
Error: Reference source not found.
The Purchaser shall give the Supplier's engineers access to all locations enabling the Supplier to perform his
obligations.

2.3 Remote Access

Remote access shall mean the possibility to give the Supplier access from the Supplier’s location to one or
several of the Purchaser’s Network Elements in a secure way. Only the Purchaser shall have the possibility
and right to give the Supplier remote access. The Supplier shall comply with the Purchaser’s chosen way of
establishing remote access.
Typical situations when remote access can be allowed are Help desk requests, Emergency support and
Software Implementation.
 The remote terminal connection for operation and maintenance support shall be available only
when the Purchaser deems it necessary.
 The remote access shall be time based per node, i.e. the Purchaser shall have the possibility to set
a start and end time for remote access to a Network Element.
 All the activities done by the Supplier have to be logged in the activity log.
 All communication on the remote access connection may be monitored by the Purchaser.
 The Purchaser will not give the Supplier access to the remote diagnostic facilities for other reasons
than Ordered operation and maintenance and support purposes.
 Other access such as retrieval of statistics, call logs, performance logs etc. will only be permitted by
a written consent from the Purchaser.

Supplier shall submit the list of remote access locations, for review and approval by the Purchaser.

2.4 Customer Help Desk

The Supplier shall answer to any reasonable query from the Purchaser during Normal Working Hours in the
Work Days. The help desk shall make all its effort to help the Purchaser to solve any such query by
providing the necessary information from the correct resources. The contact numbers are set out in
Chapter 10. These queries shall relate to the support on Network Elements operational in the Network
covered by this the Contract.

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2.5 Trouble Handling

The Trouble Report application shall be web-based.
Trouble reports related to a Defect that is critical (Class A) will normally be sent to the Supplier after the
Defect is detected and problem solving has started as Supplier’s helpdesk will be contacted directly first to
avoid unnecessary delays in the problem solving phase. For Class C Defects the trouble report will normally
be sent without notifying the Supplier in advance.
The trouble reports shall be answered by a written response. This shall either be an answer containing
information about the final solution, or, if the final solution is not known yet, a preliminary answer to the
trouble report and a description of the preliminary solution (the remedy).

The trouble report handling times shall be (Network Elements):

Severity Class Definition Example

Critical Class 1 Complete loss of service for Urgent hardware and/or
operations where work cannot software problem, which
continue reasonably in one or affect the main function/
more stations. service of a system
impacting service out of
communication. Total TC/
STS/ block communication
down.
Major Class 2 Significant or degraded loss of Down event for TC/STS/
service or resources. Software or block between 2 stations or
hardware problem, which may station-control.
produce partial operational or Repeated hardware and/or
service restriction. software fault of TC/STS/
Block communication along
with relevant service.
Minor Class 3 Minor loss of services or Hardware and software
resources No work being defect that does not affect
impeded at the time - overall service or system
information is requested or functionality, stability or
reported other essential functionality;
errors in customer
documentation or
procedure for TC/STS/ block
communication.

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Response and Restoration Time

The Supplier shall use best efforts to achieve the following response time as detailed below:

Class Response Time Restoration of the Restoration of the Restoration of the

System System System
(within 60 Km from (within 60 -150 Km from (above 150 Km from
Kamlapur Rail Station, Kamlapur Rail Station, Kamlapur Rail Station,
Dhaka) Dhaka) Dhaka)
Class 1 30 (thirty) Minutes 4 (four) Hours 6 (six) Hours 12 (twelve) Hours
Class 2 60 (sixty) Minutes 12 (twelve) Hours 16 (sixteen) Hours 2 (two) Days
Class 3 90 (ninety) Minutes 3 (three) Day 7 (seven) Days 2(Two) Weeks
*Restoration includes the 24 hours x 7 days x 365 days for support and services;

2.6 On field Support Service

2.6.1 General
The On field Support service shall be available to the Purchaser in case of an Emergency situation, or a
situation that has the potential to develop into an Emergency Situation.
The Purchaser can, at his discretion, invoke the Emergency Support Service to deal with any incident in the
Network that is classified as Major or Critical as per the severity definition in Error: Reference source not
found. An incident classified as Major, where Emergency Support service is invoked, is automatically
reclassified as Critical.
In Emergency Support a number of tasks are performed which will differ from the basic trouble handling
and Helpdesk service elements.
Emergency Support shall be available 24 hours a day, 365 days per year.
In addition to critical Hardware and/or Software failures an Emergency situation can also be interpreted as
a situation that could have considerable commercial and economic consequences if the problem is not
solved within a reasonable time (Business critical).
The Supplier is obliged to issue an incident report including the root cause analysis and rectification details
within 48 hours of rectification.

3. Support Levels
The Supplier shall provide immediate response either by phone, e-mail, or by person to any of the
Purchaser's queries related to support and service. The Supplier shall be responsible for the agreed
response time mentioned above to fix any specific fault/problem.
The maintenance support shall be available to the Purchaser on a 24 hours x 7days x 365 days basis to
handle critical, major and minor service requests. The Supplier shall take all reasonable steps to provide
corrective maintenance with mention SLA for the system described in above (in clause 7) and to ensure
that the said System will operate according to the designated specifications and functions and free of
malfunctions, errors, defects or shortcomings.
The Supplier shall endeavour to rectify the problem within time period as specified above having regard to
all the circumstances to ensure that the error, shortcoming, malfunction or other defect is corrected.
Liquidated damages will be imposed for delay or absence for providing the required service as per Annex
03.

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4. Error Verification Procedure

If the Purchaser discovers any error, shortcoming, malfunction or other defect in the Equipment and/or
Software, the Purchaser shall as soon as practicable notify the same to the Supplier’s designated help desk.
The Supplier shall respond to the said notice of the Purchaser in accordance with the time frames
described above and shall use its best efforts to ascertain the existence of the error, shortcoming,
malfunction or other defect as the case may be and determine the cause in order to rectify or remedy the
same within the time frames.
The Purchaser shall, if so requested by the Supplier and in so far as practicable, rerun or demonstrate the
error, shortcoming, malfunction or other defect as the case may be for the inspection and understanding
of the Supplier.

5. Escalation
The designated person of the Supplier will continuously monitor the Purchaser’s calls through the help
desk. Any fault or problem raised to the Supplier not meeting the standards will automatically be escalated
to the appropriate person and beyond depending upon estimated or actual closure times.
In addition to that, the Purchaser may escalate any problem, for which Supplier should look into, to the
Supplier’s designated Personnel as mentioned below.
Position Location Escalation Threshold

Initial Point of Contact

Note: Please fill the above table with Supplier’s designated Personnel’s information .

6. Closing Problem Reports

Problem reports will be closed by mutual agreement between the Supplier and the Purchaser.

7. Service Request Procedure

All contact with the Supplier support groups initiated by the Purchaser, will be logged and tracked to a
conclusion via Problem Reports (PRs). The following information will be required when placing a call.
 Callers name;
 Contact number (country code, area code and local number);
 Second contact number (as above);
 Type of product and version;
 Platform;
 Company name: Grameenphone Ltd.;
 Location name and the address;
 Problem description in brief;
 Severity and Class of the problem : 1 , 2 or 3;
 Requests for service typically arrive at the Supplier helpdesk in a number of forms such as
reporting of problems, requests for specific information and suggestions for future enhancements.
After a problem report has been assigned, the tracking number and other relevant information will
be made available to the Purchaser for tracking and reporting purposes.

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8. Contact details of the Supplier’s Help Desk Personnel

Name of the Personnel Contact No.(s) e-mails ID Fax No. Remarks

9. Media of Communication
 Phone;
 E-mail ;
 Fax;
 If the problem is informed by phone then later on it should be followed by e-mail.

10. Repair and Return Services for HW Plug-in Units

10.1 General
This Chapter describes the Spare Part Repair and swap Services for HW plug-in unit (incl. Emergency Swap
repair) that shall be provided by the Supplier upon request.
The services described hereunder apply to all Equipment delivered by the Supplier under the Scope of the
Contract. Defects shall be rectified in an expedient manner by establishing flexible, uniform and
appropriate procedures that reduce costs and increase efficiency for the Purchaser.
Purchaser may decide to order Spare Part Management Service instead of this regular HW repair/return.

10.2 Requirements
If the fault rate, MTBF, in real life is worse than the rate quoted in the RFQ response, the Supplier will
undertake the proper action to reduce the fault rate and, until such reduction has had the necessary effect,
compensate by supplying additional spares to maintain the recommended spare stock at its own cost.
Quoted MTBF rates must be valid for any sample equal to or exceeding the proposed spare part stock.
The Supplier shall issue a report to the Purchaser four (4) times each year containing complete information
about fault types and including repair reports from the previous three (3) Months and a report on MTBF for
the units replaced.
It is the Supplier's responsibility to ensure that all Swap repair units are compatible with the Purchaser's
current System level.

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10.3 Reporting
Components used for repair shall have the same or higher quality than the components used
originally in the unit.
If the unit, which is returned to the Purchaser, has a higher revision status (step of revision) than the
unit that was sent for repair, a complete new and/or updated Documentation shall follow the new
unit.
The returned repaired unit shall always be accompanied by a standard repair dispatch note which
shall describe the Defect and problems relating to the unit and the detailed result of the Supplier’s
repair and testing result. The report shall describe what the Supplier has done with the unit, what
components have been repaired, what tests have been performed and other information. If the unit
returned to Purchaser is not the same as the one sent in for repair, the above information shall be
provided to the Purchaser when the faulty unit has been repaired.
Repaired units shall be marked to show when and how many times they have been repaired. A
faulty unit shall be scrapped when the same unit is received at Supplier’s repair centre for the 3rd
consecutive time.
The Supplier shall keep one copy of the repair report and one copy shall accompany the repaired
unit.
The Supplier shall also provide the Purchaser with a Monthly report covering previous Month and
Year to date information of:
o List of units swapped
o Actual performance compared to contractual requirements
o Summary of severity of Swaps exceeding contractual limits

10.4 Packaging and Shipment

The Supplier shall offer two optional ways for the shipment of units under the Repair Service agreement:
Option 1: Local delivery of faulty units from Purchaser to Supplier and local delivery of repaired units from
Supplier to Purchaser. This means the Supplier carries the responsibility for all necessary export/import of
parts, customs clearance etc.
Option 2: The Purchaser sends the faulty unit to the Suppliers domestic address. The Supplier repairs and
returns the unit, with the Supplier being responsible for customs clearance.
Shipment address (repair center): Depending on agreement and the chosen shipment option to be filled in
by the Supplier.
Shipping documents should consist of a pro-forma invoice listing the type and amount of the units and a
packing list listing the units with serial number.
The Repair Center will return the repaired units to Purchaser in an expedient manner, if necessary by air
transport.

The address is:

GPHouse
Grameenphone Ltd.
Bashundhara, Baridhara, Dhaka-1229

All consignments shall be packed in an appropriate manner, ensuring that the unit is completely protected
against damage that might arise as a result of handling, transportation and storage.
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Each returned plug-in unit has to be accompanied with a correctly filled failure report (provided by The
Supplier) in English language.
The Supplier receives and sends the replacement plug-in units at its own cost and risks back to the
Purchaser at site.
Each returned plug-in unit will be accompanied with documentation that refers to the failure report.

10.5 Quality Guarantee

The Supplier guarantees that all units returned to the Purchaser as replacements for defective units are
equivalent to new units, both functionally and qualitatively.
LD in case of Supplier’s Non-performance to the requirements is set out in clause 12.

10.6 The Purchaser’s Responsibilities

The O&M personnel shall carry out the regular maintenance and handling of each unit of Equipment under
these Services. In case of any Defect discovered, the O&M personnel shall identify the problem, replace the
faulty unit with a Spare unit and tag a correctly filled-out Failure Report Form. The O&M personnel will
then inform /deliver or send the faulty unit to Supplier's designated premises as per the chosen option in
2.4.

10.7 Repair and Return Service

If a “Repair and Return Service” is chosen, the Supplier shall ship the repaired or new unit to the Purchaser
in 100% of cases within a period not exceeding twenty (20) Working Days from the date of receipt of each
faulty unit at Supplier’s designated premises as per the chosen option mentioned in 2.4. A replacement is
executed when the Purchaser receives a functional unit.

11. Spare Part Management Service

10.8 Introduction
The Spare Part Management Service (SPMS) is covered in the Annual Maintenance Contract.
Supplier shall make a proposal for Spare Part stock(s), turnaround times, and locations, paying attention to
the operational requirements giving the highest possible availability of the system. If Purchaser chooses to
order SPMS the Supplier will own the spares.
The scope of the Spare Part Management Service is for the Supplier to manage all plug-in units within the
Equipment delivered by the Supplier.
By management it is understood all necessary activities related to handling of the Network’s Spare Parts,
e.g. receiving of Defect units, repair of the units, sending back the repaired unit to the Purchaser’s
locations or site, Logistic, Spare Part Management statistics, etc.
The Services described shall be delivered by the Supplier’s local support team as an On-Shore Service.
These Spare Part Management Services also include all third party equipment provided by the Supplier and
Supplier must be entered into appropriate agreement with the respective original Equipment
Manufacturer for the replace and repair service. The described Services and stated prices assume that the
Supplier will be the only direct interface to the original equipment manufacturer for the agreed scope and
products.

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Spare Parts are defined as all replaceable units such as:

 Equipment units (an equipment unit is a collocation of boards and components in such a way that
they form a natural unit)
 Printed circuit boards
 Components, such as critical mechanical units, pre-fabricated cables etc. listed by Supplier.

Consumables are defined as all non reparable parts (consumer parts).

10.9 General requirements

The lead-time for the delivery of new Spare Parts shall be given for all Spare Parts, and shall not exceed 30
days for any Spare Part, if storage is handled by the Purchaser. This includes all future deliveries of new
Spare Parts. But due to unavailability or scarcity of spare(s), regular service will not be hampered for a
single moment.

Deliveries of Spare Parts shall be of equivalent type and build level to equipment existing in the network. If
for any reason Spare Parts are not of an equivalent type and build level, other Spare Parts may be used as
long as such replacement does not have any operational disadvantage and has been approved beforehand
by Purchaser.
All deliveries shall be accompanied by a delivery note clearly stating the content and quantity of the
consignment. Purchaser will provide the shipping address

If the fault rate, MTBF, in real life is worse than the rate quoted in the RFQ response, the Supplier will
undertake the proper action to reduce the fault rate and, until such reduction has had the necessary effect,
compensate by supplying additional spares to maintain the recommended spare stock at its own cost.
Quoted MTBF rates must be valid for any sample equal to or exceeding the proposed spare part stock.

The Supplier shall issue a report to the Purchaser four (4) times each year containing complete information
about fault types and including repair reports from the previous three (3) Months and a report on MTBF for
the units replaced. The Supplier shall provide MTBF numbers for all offered Spare Parts and the method(s)
of calculations made.

It is the Supplier's responsibility to ensure that all Swap repair units are compatible with the Purchaser's
current System level.

10.10 Scope
The Supplier shall provide a Spare Parts Management service including:

1. Forecasting, owning and maintaining an appropriate level of spare part stock to support Network
in accordance with the Operation and Maintenance Service Levels and Support Service Levels. Supplier
must guarantee availability of spare parts for all Hardware forming part of the Network (including parts
produced by third parties) for a period of 15 years after last delivery of the Hardware under this Project.
2. Ensuring available spare parts are upgraded to ensure alignment with Network upgrades.

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4 Ensuring that the minimum level of spare holding reasonably required by Purchaser is not
contravened. Purchaser reserves the right to review Supplier’s level of spare part holding to ensure that it
does not contravene the minimum levels of spare holding specified by Purchaser.

5 Providing 24 hours/7 days a week call center service /and Online ordering system for the
operational and maintenance purposes of ordering spare parts to keep service level agreement with
accordance to Annex 9 and 26.

6 Ensuring the full-scale logistics and delivery services at Supplier’s costs from/to Purchaser’s (or its
subcontractors) premises or the relevant sites of Purchaser.

7 Ensuring that Purchaser is provided with five spare part kit at each BR division, which contains in
minimum one spare unit of all units installed in the network (the spare kit shall be calculated based on the
MTBF figures and shall then be rounded up). The spare parts provided by Supplier remain in Supplier’s
ownership until installation into the network. Purchaser ensures the proper handling and storing of the
spare parts. The quantities of spare kits shall be regularly adjusted taking into consideration the network
roll-out and service areas concerned.

8 For making the maintenance more effective, for both parties, the supplier must in co-operation
with purchaser provide spare part kit to a number of maintenance personnel, the spare kit shall be
calculated based on the MTBF figures and technology.

The Supplier must deliver spare part(s) requested by Purchaser maintenance team to the specified
premises/site within maximum 12 hours in 98% of the cases after receiving the order (by phone).
It is expressly stated that in the remaining 2% of the cases the delivery time must not exceed 3 (three)
calendar days.

In each case the exact time and place of delivery shall be agreed between Purchaser maintenance team
and Supplier call center representative /and (or) Online ordering system.

In case of critical units, Supplier shall deliver the spare part(s) within maximum 4 hours after receiving the
phone call, in all cases.

At each delivery of a new spare part by Supplier, Purchaser shall hand back the faulty unit, so the quantity
of the spare kit does not change. When the spare part is delivered to site Supplier shall wait maximum 1
(one) hour for the replacement of the Hardware part. If, due to special circumstances, it is not possible to
hand over the faulty unit, the faulty part will be handed back at the next delivery.
Purchaser shall return to Supplier the parts in their original antistatic boxes, packed with the proper
packing materials, in order to prevent any damage to the parts. If there is not enough packaging material
available at Purchaser, Supplier shall provide it free of charge. If units are damaged and obviously not
packed in antistatic boxes Parties have the right to reject those deliveries.

The Supplier shall conduct a thorough analysis to determine the cause of all defective components
received for repair. Supplier is not entitled to charge Purchaser for units found not faulty at Supplier’s
Hardware repair center in the following cases:
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1) The unit is detected as faulty on site by Supplier’s specialist in connection with any field
maintenance services provided by Supplier. In accordance with the service description Supplier shall in that
case be responsible for replacing the faulty Hardware
2) The fault is subject to Supplier’s specific document
3) The unit is detected as faulty by an Alarm code from Supplier’s Network Management Tool.

Any part, which must be returned to Supplier a second time within six months because of defective
performance, shall be replaced at Supplier’s expense on the condition that the same fault has been verified
in both instances and both cases are not No Fault Found. Such spare part shall not be sent again to
Purchaser.

Spare Part Management shall in minimum include all plug-in units and backplanes. Supplier may only
change the scope of parts not covered by Spare Part Management Service when agreed with Purchaser.
Title to and risk of loss of spare parts shall remain with Supplier until the time at which the respective part
is installed into the network, excluding units delivered as spare kit, where the risk of loss is transferred at
the takeover of the part by Purchaser, while the ownership is transferred at the time of installation into
the network.

10.11 Localization of Spare Part Stock(s)

Spare Parts for vital units in the Network shall, as principle rule, be localized at site of installation. For
components of the Network installed at multiple sites, regional and/or centralized Spare Part stock shall be
considered.
The Spare Parts stock might be placed at Supplier’s or Purchaser’s premises. Supplier is asked to evaluate
both solutions i.e. complete stock at Supplier premises and complete stock at Purchaser premises.
Supplier is therefore requested to indicate the size of Spare Part stock according to the modularity of his
system paying attention to a possible distribution of the Spare Part stock to different geographical sites.

10.12 Dimensioning of Spare Part Stock

Supplier shall make calculations and recommendations for dimensioning of the Spare Part stock(s).
Dimensioning shall be carried out on regional basis.
The Supplier shall in all cases be responsible to keep records and supply information thereof.
The Purchaser shall approve the methods used by Supplier for dimensioning. The method(s) shall be
described and documented in the Tender. The Spare Part stock shall be dimensioned so that the availability
requirements are met for all tendered Equipment.

10.13 Spare Part Assumptions

The amount of spares shall be calculated taking into account the parameter set out below:
o The number of system element (Unit) in operation.
o The MTBF for each unit.
o Critical components of the system
o Locations of system elements (Geographical area)
o Turn Around Time (TAT) of equipment sent to repair:
o Logistic TAT = 20 days
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o Factory TAT = 25 days

o Total TAT = 45 days

10.14 Supplier's Onshore Service Responsibilities

The Supplier shall provide a part list document complete with description, part no., and location reference
index.

A spare part diagram shall be included in the part list document for location of part in the equipment
Individual part shall be marked "Critical" or "Non-critical" as defined below.

The Supplier shall provide half yearly reports on selected parts with abnormal failure rate on repair &
return part

The Supplier shall update Purchaser from time to time on latest revision or development on compatible
component for replacement

10.15 Definition
Critical part is defined as the part of which failure will result in system downtime.
Non-critical part is defined as the part of which failure shall not affect the system downtime and the system
availability or performance shall not be heavily affected.
The Supplier shall propose spare part management tool covering the complete repair cycle as described in
the spare part management system

10.16 Labeling, packaging, transportation and handling

10.16.1 Bar codes
The Supplier will be required to ensure that all delivered Spare Parts will be marked with identification bar
codes conforming to the following restrictions:
o Bar Codes shall be readable without removing units or sub-units.
o Bar Codes shall be readable without causing interference to the operation of the Equipment.

The bar coding must reflect the type, part number, build level, serial number and modification status of the
Spare Part.

10.16.2 Packaging
The Supplier shall ensure that all Spare Parts are stored and transported in suitable protective packaging to
minimize risk of both physical and electrostatic damage as well as other damages. Supplier shall pack all
items in to the extent possible, reusable packaging to allow Purchaser to return Defected Hardware to
Supplier using said packaging.

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10.16.3 Transportation and Handling

The Supplier shall bear the risk and cost for transportation from Site to the Supplier's onshore local
warehouse and the original equipment manufacturers repair center and return back to the address
designated by the Purchaser.

10.16.4 Emergency SWAP

In case of, for instance, multiple damages the Supplier shall propose and propose an Emergency SWAP
service with specified SWAP times.

10.16.5 Spare Parts statistics

The Supplier shall provide, administrate and maintain a system for:
o Spare Parts administration, minimum including:
 Ordering
 Order tracking
 Delivery
o Spare Parts statistics (per Spare Part), minimum including:
 Turnaround times
 MTBF figures
 Failure rates
 Fault types

12. Liquidated Damages

10.17 General
Liquidated damages will be claimed from the Supplier due to non fulfilment of committed lead times and
system performance as per the following. Liquidated damages can be claimed by the Purchaser due to fault
of the Supplier to full-fill the committed lead times and/or Services by the Supplier under the Annex
07(Maintenance and Support).
The price for the purposes of calculating the liquidated damages shall be the net price (without taxes and
duties after applying all relevant discounts).If a critical fault occur twice (2) within a quarter of a year and
not solved within agreed remedy time, an additional one time Liquidated Damages per calendar year up to
maximum ten (10) per cent of yearly support fee shall apply.
In order to be entitled to the liquidated damages as prescribed in this Annex, the Purchaser shall notify the
Supplier in writing of its intention to claim liquidated damages no later than thirty (30) days after the non-
fulfilment of committed lead times.
The payment of the liquidated damages under this Annex shall be sole and exclusive liability of the Supplier
and the sole and exclusive remedy of the Purchaser for any loss or damage arising from the failure by the
Supplier to comply with the lead times and/or Services in accordance with the Annex Maintenance and
Support there of.
Liquidated Damages Cap and Material Breach the maximum accumulated Liquidated Damages will in no case
exceed twenty percentages (20%) of the Yearly total AMC fee or PO value of hardware and software during 3-
years warranty period for TC-STS and 1 year for block.
If the Supplier penalties reach the Liquidated damages cap of twenty percentages (20%) in any given Year,
the Supplier must perform an investigation into the reasons for the low performance of the services offered
and put in place a rectification plan for delivery of the SLA within acceptable levels. This rectification plan will
be presented to the Purchaser for agreement prior to Implementation.

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Contract no.: GP-02487 Confidential

10.18 Trouble handling

Remedy of Fault:
 Per Critical fault: 1 % of yearly AMC support fee after warranty period or PO value of hardware
and software during warranty period (TC-STS: 3-years and block: 1year) for each 15 minute delay
beyond the agreed remedy time.
 Per Major fault: 0.5 % of yearly AMC Support fee after warranty period or PO value of hardware
and software during warranty period (TC-STS: 3-years and block: 1year) for each 24 hour delay
beyond the agreed remedy time.
Final Solution of Fault:
 Per Critical fault: 0.1 % of yearly AMC support fee after warranty period or PO value of
hardware and software during warranty period (TC-STS: 3-years and block: 1year) for each day
delay beyond the agreed final solution time.
 Per Major fault: 0.5 % of yearly AMC support fee after warranty period or PO value of hardware
and software during warranty period (TC-STS: 3-years and block: 1year) for each 3 day delay
beyond the agreed final solution time.

10.19 Repair and swap services for plug in units:

 Repair and Return Service
In the event that the time limit is exceeded the following shall apply:
1 % of yearly AMC support fee after warranty period or PO value of hardware and software
during warranty period (TC-STS: 3-years and block: 1year) for each day delay beyond the agreed
lead-time for repair return services.
 Swap Service
In the event that the time limit is exceeded the following shall apply:
2 % of yearly AMC support fee after warranty period or PO value of hardware and software
during warranty period (TC-STS: 3-years and block: 1year) for each 24 hour delay beyond the
agreed lead time for swap repair.
 Emergency Swap Service
If the Supplier fails to ship the replacement unit(s) within the agreed lead-time for Emergency
Swap, the following shall apply: 2 % of yearly AMC support fee after warranty period or PO
value of hardware and software during warranty period (TC-STS: 3-years and block: 1year) for
each 4 hour delay beyond the agreed lead time for Emergency Swap.

10.20 Spare Part Management Service

Normal delivery of spare parts
In the event that the time limit is exceeded the following shall apply;
1 % of yearly AMC support fee after warranty period or PO value of hardware and software during warranty
period (TC-STS: 3-years and block: 1year) for each day delay beyond the 12 hours agreed lead-time in 98%
of the cases.

Emergency Service
In the event that the time limit is exceeded the following shall apply; 1% of AMC support fee after warranty
period or PO value of hardware and software during warranty period (TC-STS: 3-years and block: 1year) for
each 4 hour delay beyond the agreed lead time.
The penalty shall be credited on the next invoice or AMC support covering bulk from the Supplier.

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Contract no.: GP-02487 Confidential

10.21 SW maintenance service

Outages and/or retry attempts related to Updates
 Outage:
100% of revenue loss in case of system unavailability
 Retry:
For each retry more than 2 times: 1% of the AMC support fee after warranty period or PO value
of hardware and software during warranty period (TC-STS: 3-years and block: 1year).

Outages and/or retry attempts related to Upgrades

 Outage: 100% of revenue loss in case of system unavailability
 Retry: For each retry more than 1 time 1% of the AMC support fee after warranty period or PO
value of hardware and software during warranty period (TC-STS: 3-years and block: 1year).

10.22 Postponement of Acceptance of Software Release

If the Acceptance of delivered Software Release is postponed due to reasons attributable to the Supplier,
and the Purchaser cannot take the Software Release into commercial use, the Parties shall negotiate a
reasonable reduction of the Software Maintenance Service fee.

The aforesaid is however not limiting the rights of the Purchaser to claim damages in case of termination of
the Purchase Order or parts of the Contract.

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Contract no.: GP-02487 Confidential

13. Forms and Reports

13.1 Monthly Hardware Fault Report

To be specified by the Supplier and approved by Purchaser.

13.2 Monthly Trouble Report Form

To be specified by the Supplier and approved by Purchaser.

13.3 Monthly Repair Report

To be specified by the Supplier and approved by Purchaser.

13.4 Emergency SWAP repair Request

To be specified by the Supplier and approved by Purchaser.

13.5 Weekly & Monthly Fault Management report

Monthly Fault management report generated and provided by the Supplier..

14. Contact Information

To be completed by the Supplier.

Primary contact point for Help Desk is through:

Customer Help Desk e-mail:

Customer Help Desk Phone Number:

Numbers for emergency Service are:

15. Procedures for Emergency Support

Routine for EMERGENCY

CALL-UP and CALL-OUT

[Requested information below to be completed by Supplier]

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Contract no.: GP-02487 Confidential

This routine describes the escalation system used in order to contact Supplier in case of emergency
situations, where Purchaser needs to get immediately contact with Supplier (Traffic effecting failures):

Main Emergency telephone numbers are:

In case of no contact after fifteen (15) minutes from the first telephone call, the following escalation
procedure is to be followed:

1. Call the initial number again

In case of no contact within five (5) minutes, go to step 2.

2. Call the number to the other emergency Service

The person on duty on this number will assist you in getting contact with the person on duty on the original
called number.
If no contact is established within five (5) minutes, go to step 3.

3. Call one of the following phone numbers until contact have been obtained:

NOTE:
All Call-Up’s (or call-up attempts) shall - with no delay - always be followed by a written confirmation sent
by email
The email must contain the following information:
o Name of caller
o Short description of the Defect
o Start time of call-up
o Call-up number

In case of escalation from CALL-UP to CALL-OUT (mutually agreed), a new confirmation shall be made by
the PURCHASER by email or fax to the number above.

Flowchart to be suggested by the Supplier.

Once the network functionality has been restored, a number of different reports should be produced for
the Purchaser, with content including but not limited to the following:
o Critical report, outlining the time frame and actions taken to resolve the problem. This can
refer to other support organizations.
o Disturbance investigation report. This report will outline the details of the outage or fault in a
detailed format.

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