IDEMIA RESTRICTED

AGREEMENT FOR

MAINTENANCE OF HARDWARE AND SOFTWARE

between

the Tirana International Airport

and

IDEMIA Identity & Security France

For 20 eGates installed at Tirana International Airport

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 TABLE OF CONTENTS

1. DEFINITIONS......................................................................................................................................................

2. EFFECTIVE DATE AND TERM OF THE AGREEMENT..........................................................................

3. EQUIPMENT COVERED BY THE AGREEMENT......................................................................................

4. PRICE AND PAYMENT TERMS....................................................................................................................

5. PLACE OF OPERATION..................................................................................................................................

6. CONDITIONS OF MAINTENANCE...............................................................................................................

7. MAINTENANCE PERIOD................................................................................................................................

8. RESTRICTIONS.................................................................................................................................................

9. MISCELLANEOUS OBLIGATIONS OF THE CUSTOMER......................................................................

10. MISCELLANEOUS OBLIGATIONS OF IDEMIA......................................................................................

11. LIMITATION OF LIABILITY........................................................................................................................

12. OWNERSHIP OF SPARE PARTS.................................................................................................................

13. RELOCATION OF THE MAINTAINED EQUIPMENT...........................................................................

14. TERMINATION OF THE AGREEMENT....................................................................................................

15. RISK OF LOSS AND DAMAGE.....................................................................................................................

16. MISCELLANEOUS PROVISIONS.................................................................................................................

APPENDIX 1 LIST OF EQUIPMENT..................................................................................................................

APPENDIX 2 DESCRIPTION OF THE MAINTENANCE SERVICES...........................................................

Table of Contents, Page i

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 AGREEMENT FOR MAINTENANCE OF
HARDWARE AND SOFTWARE

This Agreement for maintenance of hardware and software (this

"AGREEMENT") is entered into on this the 1st of August 2023,

Between

the Tirana International Airport, having its principal address at

Administration Building, Tirana International Airport, Rinas, Albania,
represented by ___________________,

(hereinafter referred to as the « CUSTOMER »)

on the one hand

And

IDEMIA Identity & Security France, a company existing and organized

under the laws of France, having its registered office at 2 place Samuel de
Champlain, 92400 Courbevoie, France, represented by Mr Tim Ferris,
SVP Travel and Transport BU.

(hereinafter referred to as « IDEMIA »)

on the other hand

(hereinafter collectively referred to as « the Parties »)

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 PREAMBLE

Whereas TIRANA INTERNATIONAL AIRPORT (the “CUSTOMER”) has

purchased 20 eGates (hereinafter "EQUIPMENT") to IDEMIA through a
purchase order dated 18 March 2022 within the frame of an Agreement
for the delivery of E-Gates signed on 23 rd of May 2022 between IDEMIA
and TIRANA INTERNATIONAL AIRPORT (the “Supply Agreement”).

Whereas, the EQUIPMENT have been installed in three (3) deliveries to

the CUSTOMER and accepted.

Whereas the CUSTOMER requires the maintenance services from

IDEMIA in order to maintain the EQUIPMENT.

Now, therefore, the parties hereby agree as follows:

1. DEFINITIONS

1.1 AGREEMENT: the present agreement including its Appendices.

1.2 EQUIPMENT: The 20 eGates described in Appendix 1.

1.3 WORKING DAY: Any day that is not a Saturday or Sunday or legal
holiday in Albania.

1.4 EFFECTIVE DATE: as defined in Article 2.

2. EFFECTIVE DATE AND TERM OF THE AGREEMENT

- 2.1 This Agreement shall enter into force the 1st of August
2023.

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2.2 This Agreement shall remain in effect for nine years from the
Effective Date.

3. EQUIPMENT COVERED BY THE AGREEMENT

The EQUIPMENT covered by the AGREEMENT the EQUIPMENT sold by

IDEMIA to the CUSTOMER according to the Supply Agreement, as listed
in Appendix 1.

4. PRICE AND PAYMENT TERMS

4.1 The CUSTOMER shall pay to IDEMIA the following annual

maintenance charge of the maintenance:

50,000 Euros

Any modification to the annual maintenance charge resulting from the

extension or reduction of the maintenance service will be recorded in
an amendment.

4.2 The prices are exclusive of any existing and future taxes, duties or
other charges due in Albania.

The CUSTOMER shall bear the cost of all import duties, if any, and all
similar costs due on original and replacement components of the
EQUIPMENT.

The CUSTOMER shall pay all taxes of any nature, including but not
limited to withholding taxes, value added tax that may become due in
Albania, with respect to the EQUIPMENT. Any relevant taxes, duties,
customs charges, or other charges which may be claimed, collected
or retained in Albania, by any central or local authority or any official
or non-official entity, are in addition to the price and are at
CUSTOMER’s charge.

Should a withholding tax be applicable to this AGREEMENT, IDEMIA

will be entitled to receive the complete payment of the contractual
price after application of such withholding tax. In order to achieve this,

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 IDEMIA will increase the price on which will apply such withholding
tax, in order to receive, at the end of the process, complete payment
of the said products and services.

4.3 The maintenance charge set forth in article 4.1 shall be due and
payable to IDEMIA quarterly in advance within 30 days of
presentation of IDEMIA's invoice, by bank transfer on the account:

Bank : HSBC France - AGENCE DES GRANDS CLIENTS

BIC/SWIFT : CCFRFRPP

IBAN : FR76 3005 6000 2400 2401 4602 256

Any invoices not paid within thirty (30) days following its issuance
shall incur a service charge at the rate of one (1%) per-cent per month
on any outstanding overdue balance.

4.4 IDEMIA is entitled to increase the maintenance charge each year on

its anniversary date (Effective Date) in accordance with the following
Price Index.

The price revision is calculated using the following formula:

Where:

Pr = Revised price;

Po = Price offered in this AGREEMENT;

Io = Index for the month in which the AGREEMENT enters into force;

Ir = Index for the month in which the request to revise prices is

received.

Price revision is determined using the trend in the Harmonised Index

of Consumer Prices (HICP) European index of consumer prices
(EICP) published at:

https://ec.europa.eu/eurostat/web/hicp/data/database

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 under “HICP (2015 = 100) - monthly data (index) (prc_hicp_midx) for
France”.

4.5 Any invoice not paid within two months (2) months after its issuance
shall allow IDEMIA to suspend the provision of the services until full
payment of such invoice without incurring any liability for said suspension.

5. PLACE OF OPERATION

IDEMIA's maintenance operations will be carried out at the following

addresses:

Tirana International Airport Ruga Nene Tereza

Any change of site by the CUSTOMER will be recorded in an amendment.

6. CONDITIONS OF MAINTENANCE

IDEMIA will provide the Maintenance services of the EQUIPMENT

described in Appendix 2 during the Maintenance Period set forth in article
7.

Should IDEMIA fail, for reasons other than causes beyond its control, to
meet the agreed Service Level Agreements (SLAs), within the agreed
timeframe, the CUSTOMER may, under certain conditions, claim the
payment of liquidated damages as set forth below. In any case, the
liquidated damages shall be the sole and exclusive remedy for the
Customer. The solution offered by IDEMIA is designed and sized to
perform in accordance with the Service Level Agreements (SLAs)
described in IDEMIA document Technical
proposal_AL(TIA)_eGates_15Mar2022. For program success, TIA
undertakes to provide access to customer premises for IDEMIA
employees or its subcontractor, as and when required. If SLAs are not
met, and it is established that the cause is inherent in the solution offered
by IDEMIA, this will give rise to the payment of liquidated damages as
shown in Table Response Time and Resolution Time. For the sake of
clarity, liquidated damages shall not apply to IDEMIA if the failure to meet

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 the SLA results from TIA or any third party’s actions, negligence or
omission, and/or any event of force majeure.

Table Response Time and Resolution Time:

INCIDENT LEVEL Response Time Target Resolution Time

Critical incident
Prevents a normal operation of a site. All < 2 working 1 working day from time of
eGates are out of service and issue is hours notification
attributable to IDEMIA.
Major incident
Reduces endpoint operation in capacity or
features (Endpoint capacity is decreased; < 4 working 2 working days from time
some key functions are unavailable) hours of notification
needing daily operations and issue is
attributable to IDEMIA
Minor incident
Does not prevent operation with key Best efforts will be made
endpoint features, and most of the capacity < 6 working
from the time of
(A non-essential function is affected, few of hours
notification
users are affected) and issue is attributable
to IDEMIA

It is the responsibility of the Customer to report anomalies, by:

 Contacting Level 2 support of IDEMIA as described in Appendix 2.
The SLA timeframe begins only when TIA has submitted all information necessary
for IDEMIA to analyze and replicate the anomaly.
In case the SLAs are not met, the penalties applicable are calculated as following:
 0,1% per day of the price of the annual charge of the services under
the agreement or purchase order.
 The SLA penalties shall be capped at five percent (5%) of the price of
the annual charge of the services under the agreement or purchase
order.

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 7. MAINTENANCE PERIOD

The Maintenance Period is fixed throughout the term of this AGREEMENT

on WORKING DAYS (Monday to Friday) from 9.00 AM to 6 PM local time.

Any services provided outside this period upon CUSTOMER’s request

shall be invoiced at an additional charge, at the hourly rates and price list
as notified in the Appendix 4.

Any permanent extension of the servicing period will be recorded in an

amendment to this AGREEMENT.

8. RESTRICTIONS

8.1 The present AGREEMENT doesn't apply and IDEMIA is not bound
to supply maintenance services in the event of system breakdowns
or damage to it when the cause is not attributable to IDEMIA or to
the Equipment's manufacturer, especially:

 any accident, disaster, negligence or incorrect use of the

EQUIPMENT,
 any breakdown or damage to the EQUIPMENT resulting from a
natural disaster or from a situation outside the control of the
CUSTOMER or IDEMIA,
 any defects in the electrical installation or supply, or in the air
conditioning system,
 any effects of lightning on the EQUIPMENT and on any lines to
which it is connected,
 any consequences of the EQUIPMENT or part of the
EQUIPMENT being moved by the CUSTOMER, or being
connected or disconnected,
 the use of supplies in poor condition or not recommended by
IDEMIA,
 any malfunction resulting from the interference of equipment
not sold by IDEMIA and/or not included in a maintenance
Agreement signed by IDEMIA,

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 When IDEMIA 's intervention proves to be due to one of the above
mentioned causes, the CUSTOMER will be invoiced in accordance
with IDEMIA's price list in force at that time.

8.2 In addition the services described in article 6 do not include:

 electrical installation work separate from the EQUIPMENT

itself,
 work on any data transmission line connected to the
EQUIPMENT,
 moving and reinstalling the EQUIPMENT,
 the supply of consumable items (ribbon, paper for printers,
magnetic tapes, disks or cartridges, etc...)
 cleaning and reconditioning the outside of the EQUIPMENT.

8.3 The present AGREEMENT doesn't include the system

administration which shall be performed by the CUSTOMER.

8.4 The present AGREEMENT doesn't include :

 the supply of new software products, functional modifications at

the CUSTOMER's request to existing software or the
maintenance of such modifications,
 the maintenance of software used on equipment which is not
covered by a maintenance Agreement with IDEMIA.

8.5 In the case where investigations to find or correct an error proved

that the software covered by the present AGREEMENT was not at
fault but that the anomalies found were the result of:

 an equipment malfunction not covered by a maintenance

Agreement with IDEMIA,
 a fault in software not supplied by IDEMIA,
 handling by the CUSTOMER not in compliance with the
specifications.
The work carried out will be invoiced in accordance with the
IDEMIA's price list in force at that time.

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9. MISCELLANEOUS OBLIGATIONS OF THE CUSTOMER

9.1 Installation site: The CUSTOMER will maintain an electrical

installation and environmental conditions for the EQUIPMENT in
compliance with IDEMIA's specifications.

9.2 Maintenance: The CUSTOMER will respect the operating and

routine maintenance instructions provided by IDEMIA.

The CUSTOMER shall not repair, modify or adjust the maintained

EQUIPMENT or any item thereof except with the prior agreement
of IDEMIA.

The CUSTOMER shall not modify the EQUIPMENT, its

configuration or have any accessories or devices added without
prior agreement in writing from IDEMIA.

9.3 Operation: The CUSTOMER shall operate the maintained

EQUIPMENT with such reasonable requirements as IDEMIA may
make known to the CUSTOMER from time to time.

9.4 Log book: The CUSTOMER will keep an up-dated log book,
recording in particular all incidents arising when using the
EQUIPMENT. This log book shall be available for inspection by
IDEMIA. The format and content of such log book shall be as
agreed between IDEMIA and the CUSTOMER.

9.5 Access: The CUSTOMER will allow IDEMIA's personnel or

subcontractors access to the EQUIPMENT at all times necessary
or appropriate to enable IDEMIA or IDEMIA's subcontractors to
perform its obligations under this AGREEMENT.

9.6 Availability: The CUSTOMER's operational personnel shall be

available for consultation and to answer pertinent questions at all
times during the relevant individual's regular working hours. One
member of the CUSTOMER's personnel shall be present with
IDEMIA's maintenance personnel throughout the duration of the
maintenance operations on site.

Should this safety regulation fail to be applied, IDEMIA's personnel

will be obliged to leave the work place.

9.7 Documentation: All necessary reference manuals, sample data,

source documents, definition of terms, exceptions, and other items
of information which in IDEMIA's reasonable opinion, are

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 necessary for the performance of this AGREEMENT will be
promptly supplied by the CUSTOMER to IDEMIA upon IDEMIA's
request.

9.8 Telephone: If needed, the CUSTOMER shall give IDEMIA's

representative access to a telephone situated close to the
EQUIPMENT; any telephone calls necessary for the performance
of this AGREEMENT will be charged to the CUSTOMER.

9.9 No used.

9.10 Space storage: In accordance with IDEMIA's reasonable

requirements, the CUSTOMER shall at its own expense provide
working accommodation, services and safe storage for
maintenance equipment and for spare parts.

9.11 Administration:

The CUSTOMER shall maintain the skills of its administration

personnel and make available a sufficient administration team with
experienced, trained and qualified engineers. It is the
CUSTOMER's responsibility to compensate for any personnel
unavailability (holidays, illness, turnover) without any break of
administration service.

10. MISCELLANEOUS OBLIGATIONS OF IDEMIA

Designated Person. IDEMIA will designate a person to co-ordinate

all activities with the CUSTOMER. Such person (or a designated
alternate) shall be available at all times to make decisions on behalf
of IDEMIA.

11. LIMITATION OF LIABILITY

IDEMIA shall not be liable to the CUSTOMER for (i) any special, indirect,
incidental or consequential damages, even if it has been advised of the
possibility thereof, (ii) any damages resulting from loss of use of data, loss
of profits, goodwill, orders or business opportunities, anticipated savings,

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 wrong arrest, wrong or missed identification, damage to reputation,
interruption of service, etc. and losses of whatever nature claimed to
IDEMIA by CUSTOMER, (iii) any claim originating in events or
circumstances which occurred more than 18 months prior to the receipt of
the claim by IDEMIA, it being understood that nothing in this article limits
or restricts in any way the obligation of the CUSTOMER to notify IDEMIA
any claim as soon as the CUSTOMER becomes aware of such claim. In
addition, IDEMIA shall not be held liable in the event of damage caused to
the CUSTOMER’s data or programs, being acknowledged that the
CUSTOMER has to safeguard such data at its own costs. Moreover, no
data shall under any circumstances be reinstalled by IDEMIA in the
product in case of damage.

IDEMIA’s total liability for damages under this AGREEMENT whether

arising in contract or in tort shall not exceed for each year 50% (fifty per-
cent) of the annual maintenance charge.

12. OWNERSHIP OF SPARE PARTS

Any part which needs to be changed are replaced by either new parts or
by parts which have been reconditioned under IDEMIA's guarantee.

IDEMIA becomes the owner of the faulty parts; the CUSTOMER becomes
the owner of the parts installed to replace them from the time the
EQUIPMENT is brought back into service.

13. RELOCATION OF THE MAINTAINED EQUIPMENT

CUSTOMER shall notify IDEMIA in writing at least sixty (60) days prior to
any relocation of the EQUIPMENT. Any such relocation shall be at
CUSTOMER’s sole risk cost and expense. However in case the
CUSTOMER requires from IDEMIA any services under this article,
CUSTOMER shall pay to IDEMIA a fee computed at the rates which
IDEMIA ordinarily charges for such services at that time, as well as all
other costs associated with such relocation.

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The cost of the operation will be stated in a prior IDEMIA’s estimate
accepted by the CUSTOMER

14. TERMINATION OF THE AGREEMENT

The AGREEMENT may be terminated by one of the parties upon a thirty

days written notice sent by registered letter to the other party if the other
party fails to fulfill any of its obligations according to this AGREEMENT
and such failure or breach shall continue unremedied for a period of thirty
days after reception of a written notice.

15. RISK OF LOSS AND DAMAGE

When the EQUIPMENT or any part thereof is in IDEMIA's possession,

IDEMIA shall be responsible for any loss or damage to such EQUIPMENT
but only to the extent that it is caused by the negligence of IDEMIA or its
employees.

16. MISCELLANEOUS PROVISIONS

16.1 Waiver. The failure by either party at any time to enforce any
default or right reserved to it, or to require performance of any of
the terms, covenants, or provisions hereof by the other party at the
time designated shall not be construed as a waiver of any such
default or right to which the other party is entitled, nor shall it in any
way affect the right of the party to enforce such provisions,
covenants, provisions or rights thereafter.

16.2 Entire Agreement. This AGREEMENT, together with the

Appendices thereto, constitutes the entire Agreement of the parties
hereto with respect to the subject matter hereof, and no waiver or
amendment of any provision of this AGREEMENT shall be valid
unless made in writing and executed by all of the parties hereto.

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16.3 Severability. In the event that any of the terms, conditions or
provisions of this AGREEMENT shall be held illegal, unenforceable
or invalid, then, notwithstanding, this AGREEMENT, if capable of
performance, shall remain in full force and effect and the legality,
validity and enforceability of the remaining terms, conditions or
provisions shall not be affected thereby.

16.4 Third Party Beneficiaries. Nothing contained in this

AGREEMENT, expressed or implied, is intended to confer upon
any person, corporation or other entity, other than the parties
hereto and their successors in interest and assigns, any rights or
remedies under or by reason of this AGREEMENT.

16.5 Assignment. Neither Party shall assign or transfer this Agreement

any Order referring to it or any part thereof, either directly or
indirectly, to a third party without the written consent of the other
Party, which shall not be unreasonably withheld.

However, this consent shall not be required in the event where the
Supplier assigns or transfers any of its rights and/or obligations
under this Agreement (and/or any related Order(s)) to an entity i)
that the Supplier controls, ii) which is controlled by the same entity
that controls the Supplier, or iii) that controls the Supplier, in which
events the Supplier is only required to a prior and prompt
notification to the other Party by registered letter with
acknowledgment of receipt.

For the application of this provision, "control" shall mean direct or

indirect ownership of at least fifty percent (50%) of the voting
power, capital or other securities of controlled or commonly
controlled entity.

The transfer or assignment will release the Supplier from its

obligations for the future.

16.6 Notice to Parties. All notices and demands of any kind which
either party hereto may be required or desire to serve upon the
other party under the terms of this AGREEMENT shall be served
upon such other party by forwarding a copy thereof by first class
mail, postage prepaid, or by telex or telecopier, addressed as
follows:

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 TO THE CUSTOMER:

Tirana International Airport

Administration Building,
Rinas, Albania

Attention : ___________

TO IDEMIA :

IDEMIA Identity & Security France

2 place Samuel de Champlain
92400 Courbevoie
France

Attention : the Program Manager Europe, PSI BU.

or to such other address as may be specified from time to time by

the relevant party. Service shall be deemed complete when the
notice or demand is received by the party to whom addressed.

16.7 Force Majeure.

Should a case of Force Majeure occur (including but not limited to

governmental action, strike, riot, war, import restrictions, flood, fire,
epidemic or pandemic outbreak, or any other event recognized by
courts as an event of force majeure), the party concerned shall
notify the other party by registered letter with acknowledgement of
receipt within fifteen (15) days from the occurrence of the event; the
obligations of the parties concerned by such event shall be
suspended for a time period equal to the time of the event, and
without any damages.
If this event of Force Majeure lasts more than three (3) months,
either party will be entitled to automatically terminate the
agreement, without any damages.
If an unforeseeable change of circumstances occurs during the
term of this AGREEMENT and makes its execution excessively
onerous for IDEMIA, the latter reserves the right to revise the
conditions of the AGREEMENT in order to reduce the effects due
to such change of circumstances.
In the event of CUSTOMER’s refusal, IDEMIA is entitled to
terminate the AGREEMENT, at the date and under the conditions it
determines.

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16.8 Discrepancies. In the event of any discrepancy between this
AGREEMENT (including its Appendices) and any other
contractually significant document, this AGREEMENT will prevail.
In the event of any discrepancy between this AGREEMENT and
any of its Appendices, this AGREEMENT will prevail.

16.9 Choice of Law; Disputes. This AGREEMENT shall be governed

by and interpreted in accordance with French law.

All disputes arising in connection with the present AGREEMENT

shall be settled under the Rules of Arbitration of the International
Chamber of Commerce by one or three arbitrators appointed in
accordance with the said rules. Arbitration shall take place in Paris
in the English language. The arbitration award shall be final and
binding upon the parties.

16.10 Independent Capacity of contractor. The parties agree that

IDEMIA is an independent contractor, and IDEMIA, its agents,
officers and employees, in the performance of this AGREEMENT,
shall act in an independent capacity and not as officers or
employees of the CUSTOMER.

IN WITNESS WHEREOF the parties hereto have executed this

AGREEMENT as of the date first written above.

Tirana International Airport IDEMIA Identity & Security France

By____________________ By _______________________

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 APPENDIX 1
LIST OF EQUIPMENT

 20 TraveLane 2 steps (HW & SW) including:

o eGate with mantrap;
 2 doors immigration Egate
 600mm width
 Stainless steel casing of 1.5mm thickness painted in white
 1 m high moving and fixed obstacles, tempered glass
 Brushless Motor
 DIRAS track-Algorithm Detection – continuous low plane location of
sensor, at 21 cm from floor.
 3 position key at the floor level (at exit)
 UPS 10 minutes autonomy
 Cancel button
 IP40
 MCBF (mechanic) : 5 000 000 Moves
 MTTR : 30min
o IDEMIA devices (1st door)
 MFACE™ screen
 eMRTD and barcode reader: Desko Penta Cube
o IDEMIA devices (2nd door)
 Face capture and match device: MFACE™;
o Design : gates cabinets painted White
o SW Application for work flow management and 2 backend interfaces
o SW application embedding Nagios probes and Audit trail data

 3 Business monitoring stations with following hardware

HP EliteDesk 800 G6 - SFF Small Form Factor -
Workstation HP 4
16Go - W11 english
Screen HP E24 G4 23,8" HP 8
Red cable CAT 6 2 metres SECOMP 4
Mouse Logitech B100 2774350 INMAC 4
Qwerty Keyboard Cherry Stream keyboard 72 11 850 INMAC 4

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

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Spare parts delivered together with the gates.
0/7108/150 MOTHER BOARD SITARA AS1190 2
0/7108/410 END OF LINE RESISTOR AS1606 2
E/7050/370 CONVERTER 24-12VDC SD-150B-12 1
0/7109/859_QZ DIRAS V3 RECEIVER RIGHT (plated on 2 sides) AS1643 5
0/7109/857_QZ DIRAS V3 EMITTER RIGHT (plated on 2 sides) AS1642 5
E/7050/423 LED STRIP RGBW IP54 ADHESIVE +- ADAPTE ROLL 5 M 1
E/7050/755 INJECTEUR POE 24 VDC MIT-69N 1
E/7114/955 ENS.CARTE ENTREES/SORTIES AS1612 EQUIPEE DE CONNECTEURS FEMELLES 1
E/7051/225 CAMERA M3065-V 1
0/6980/904 SWITCH ETHERNET NETGEAR GS105 V3 1
0/7140/238 DISJONCTEUR DIFFERENTIEL SCHNEIDER iDPN 1P+N 6A 30mA C-6kA A9D32606 1
0/7140/450 ALIMENTATION PHOENIX QUINT-PS/1AC/24DC/20 2866776 1
E/7002/559 SUPPORT S.C. 531301 DURETE 75 3
0/7000/195 BALL BEARING 6004-2RSL 5
ELA-E16908 BRAKE ASSEMBLY [RXA 02] 0
0/7000/889 ANTI-FRICTION RING 38x42x25 5
E/7002/849 MOTOR REDUCER BL XFM9 100 G-24VDC/XTG 9 100 H-F 0
AXE-E19254 FIXATION PIVOT 5
JNT-E-0020875 MOBILE OBSTACLE SEAL 5
DIV-E17263 ROLLING BEARING 2205 - 2RS1 5
E/7050/487 KEYLOCK SWITCH 5-RAL 3
0/4055/000 BAUDON CAOUTCH. STOP REF.40.005.001 P/TOLE 1.5 10
E/7050/442 FAN TYPE 8414 NH 5
DIV-E-0021231 VENTILATEUR TYPE 8414N 5
E/7051/349 FILTRE METAL VENTILATEUR 80 X 80 MFF-80 2
E/7050/488 SYNTHETIC FOAM PR SPEAKER EP.12MM 1Mx2M 5
0/6982/006 SPEAKER 3Watt (IP65) 3
E/7050/389 PUSH CALL BUTTON BLUE LIGHT - Réf. AV5122F102074BK (APEM) 1
0/2877/000 FUSE 5X20 SLOW TYPE L FST 0034.3117 T 1A UL 5
0/7250/331 FUSE 5X20 SLOW TYPE L T 10A 5
E/7050/333 CONVERTER DC/DC DDR-15G-5 1
0/7114/177 MOTOR BOARD BLDC (C2000) AS1633 2
AEM-E-0012212 CIN. ASSEMBLY & CIN. SUPPORT ON SILENTBLOC 1
0/7109/010 230AC PHOENIX QUINT-UPS/1AC/1AC/500VA 1
E/7051/300 UPS-BAT VRLA 24DC 4AH 1
293727116 Mface screen MFACE TS IDEMIA 2
293727103 Mafce black MFACE IDEMIA 2
DESKO Penta Scanner PENTA SCANNER CUBE MODEL
293786561 DESKO 3
without barcode module RFID UV BC SW

Gate computer 2

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 Page 19
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 APPENDIX 2
DESCRIPTION OF THE MAINTENANCE SERVICES

SUPPORT SERVICES OVERVIEW

The services cover the hardware and software versions delivered by IDEMIA within the
frame of the AGREEMENT signed with the CUSTOMER.

SUPPORT ORGANIZATION AND SERVICES

The support organization is:

 The CUSTOMER is responsible for the Level 1 support

 IDEMIA technical staff for Level 2 Support
 IDEMIA for Level 3 Support (limited to the Software and Hardware supplied by
IDEMIA).

SUPPORT LEVELS - CORRECTIVE MAINTENANCE

Level Hardware Software
 Perform troubleshooting and
diagnostic level 1
 Perform initial diagnostics, check
 Perform level 1 Hardware
system parameters and save the logs
corrective maintenance such
 Analysis of logs and diagnostic of
as:
software problems
º Swap unit with spare from  Perform level 1 Software corrective
Level 1 stock (Passport reader, maintenance such as:
Face capture device,
º Check components start
screen);
successfully
º Restart gate
º Restart the gate application
 After hardware swap: Check º Check correct operation
that the complete system is
 Escalate to the next level of support
running properly
when necessary
 Escalate to the next level of
support when necessary
Level 2  Perform troubleshooting and  Perform troubleshooting and
diagnostic level 2, by phone diagnostic level 2, by phone and
and remote maintenance remote maintenance access, and

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 access
 Perform level 2 Hardware
corrective maintenance such
as:
º Swap unit with spare from
stock (PC, board, circuit
breakers) or exchange
part in unit
º Restart unit
 Send defective part to repair
 After hardware swap: Check
that the complete system is
running properly
 Report to the Local team
monthly
 Escalate to the next level of
support when necessary
 Receive equipment
 Test and diagnostic
Level 3  Repair or exchange if not
reparable
IDEMIA
 Swap components
 Final test
 Return shipment
 Update gate firmware
 Update gate application software
 Update Face capture software
 Update Passport reader software
 Install corrective/workaround patches
or parameter update as provided by
Level 3 when relevant
 Provide corrective/workaround
patches or parameter update, and
assist administrators in installation
 Restart the unit, and check correct
operation
 Escalate to the next level of support
when necessary
 Analysis and diagnostic of software
problems
 Contact appropriate expert in
support team / COTS supplier as
required
 Provide corrective/workaround
patches or parameter update, and
assist administrators in installation
 Restart the unit , and check correct
operation

SPARE PARTS
One kit of IDEMIA components and one spare parts kit for eGate will be delivered at Tirana.
One kit of spare parts will allow to fix a complete gate. These to be stored at location defined
by the CUSTOMER. It should be noted, however, that IDEMIA will not be responsible where
abnormal use of the gate requires more spare parts that the one provisioned for this project.

HOTLINE OPERATING HOURS

HOTLINE LEVEL Operated by Availability hours
Level 3 Hotline
Level 3 (telephone assistance, investigation 9:00 am to 6:00 pm
of the important incidents and support via IDEMIA (GMT+1) Monday to
remote maintenance. Provides work around Friday
or fix solution for the complex problems.)
Level 2 Hotline IDEMIA 9:00 am to 6:00 pm
(GMT+1) Monday to
Basic support

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 HOTLINE LEVEL Operated by Availability hours
Friday

Level 1 Hotline 9:00 am to 6:00 pm

IDEMIA (GMT+1) Monday to
Incidents registration Friday

RESPONSE TIME AND RESOLUTION TIME

INCIDENT LEVEL Response Time * Target Resolution Time **
Critical incident
Prevents a normal operation of a site. All < 2 working 1 working day from time of
eGates are out of service and issue is hours notification
attributable to IDEMIA.
Major incident
Reduces endpoint operation in capacity or
features (Endpoint capacity is decreased; < 4 working 2 working days from time
some key functions are unavailable) hours of notification
needing daily operations and issue is
attributable to IDEMIA
Minor incident
Does not prevent operation with key Best efforts will be made
endpoint features, and most of the capacity < 6 working
from the time of
(A non-essential function is affected, few of hours
notification
users are affected) and issue is attributable
to IDEMIA

Notes:
(*) Time necessary for the registration of the incident and the issuing of the
incident ticket number.
(**) Time necessary to restore the service (by workaround or fix).
The above values are excluding on-site transportation.
To ensure optimal reactivity and short response times, IDEMIA assumes that a
secure, remote high-speed maintenance line is available by TIA, between
IDEMIA the Support Centre and the supplied system at the airport.
This secured line will enable IDEMIA support team to remotely access the
system and speed up the time taken to return the systems to normal operation.

Maintenance period

Maintenance The maintenance SLA covers IDEMIA supplied equipment and

Coverage application software in the delivered version as stated in the
Agreement.
Maintenance The maintenance does not cover any damage to IDEMIA
exclusions products that results from improper installation, accident, abuse,

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 Maintenance period
misuse, natural disaster, or any actions which are not in
accordance with procedures and recommendations stated in the
Administrator’s and User’s guide.
The maintenance may be disclaimed if any additional third party
software or hardware has been installed in the supplied system
without prior validation by IDEMIA.

MAINTENANCE CONDITIONS

Coverage The SLA covers IDEMIA supplied equipment and application

software in the delivered version as stated in the Contract.
The maintenance covers only equipment problems caused by
defects in material or workmanship if the equipment was used
strictly in accordance with all User Manual recommendations.
This Maintenance does not apply to any product on which the
original identification information has been altered, obliterated or
removed, has not been handled or packaged correctly, has been
sold as second-hand or has been resold contrary to French
export regulations.
The customer will be solely responsible for the backup of any
data, software or other materials that may have been stored or
preserved on the unit. In the event that such data, software, or
other materials has been lost or reformatted during service,
IDEMIA will not be responsible for any such damage or loss.
In case of system relocation, the customer should call IDEMIA for
technical assistance to minimize any risk of damaging to
hardware and data. IDEMIA Technical Support for relocation
purposes is not included in this service proposal; as such support
would depend on specific details of the relocation (buildings,
means of transport, responsibilities, etc.).
exclusions Maintenance may be disclaimed if any additional third-party
software or hardware has been installed in the supplied system
without prior validation by IDEMIA.
IDEMIA liability regarding maintenance is limited to the delivered
IDEMIA system equipment and application software at all relevant
sites.
This liability excludes in particular:
 Power distribution equipment and air conditioning systems,
 Any software or hardware installed by customer staff on the
system supplied by IDEMIA (for example, Windows OS on PC
workstations etc.) that is different from the software or

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 hardware delivered by IDEMIA,
 Any software or hardware delivered by a partner or
stakeholder,
 Any problems caused by modification by customer staff
(without previous IDEMIA agreement) of the supplied IDEMIA
software or hardware,
 Local and wide area network (LAN/WAN),
 Communication between sites and locations.
This Maintenance does not cover any damage to IDEMIA
products that results from improper installation, accident, abuse,
misuse, natural disaster, irregular electrical supply, abnormal
mechanical or environmental conditions or any unauthorized
disassembly, repair or modification. The Maintenance also
excludes any actions that are not in accordance with procedures
and recommendations stated in the Administrator’s and User’s
guides.

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 APPENDIX 3
POINTS OF CONTACT

Hotline IDEMIA (« Osny ») :

hotline.sec@idemia.com
Phone : +33 1 34 64 55 14

Programme Manager IDEMIA :

Matthieu BASLE
matthieu.basle@idemia.com
Phone : +33 607 497 626

Maintenance Project Manager IDEMIA :

Ciprian DAMIAN
ciprian.damianFlorent.bertrand@idemia.com
Phone : +

IDEMIA Local Representative

Eris Farka
erisfarka@unyt.edu.al
Phone: +355 (0)68 600 88 11

Account Manager IDEMIA :

@idemia.com
Phone : +33 1 30 20 23 39

This list can be updated at anytime, and the CUSTOMER will be informed.

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 APPENDIX 4
HOURLY RATE FOR EXTRA SERVICES

Applicable price subject to same price revision condition as forth of in article 4.4

unit price
Description Unit (Ex VAT) Comment
Hourly rate for service request in
week days for support not related
to the misfunctionning of the gates A minimum of 2 hours is charged for any
from 9 am to 6 pm Hour 150,00 € onsite support request
Hourly rate for service request in
Albanian days off or during the
week end (Saturday and Sunday) A minimum of 2 hours is charged for any
from 9 am to 6 pm Hour 200,00 € onsite support request
Hourly rate for service during night
from Monday to Thursday night A minimum of 2 hours is charged for any
gates from 6 pm to 9 am. Hour 200,00 € onsite support request
Hourly rate for service during night
in the week end from Friday night
to Sunday night from 6 pm to 9 A minimum of 2 hours is charged for any
am. Hour 250,00 € onsite support request

During extra services period, SLA applicable will be as follow

INCIDENT LEVEL Response Time Target Resolution Time

Critical incident Best effort
1 working day from
Prevents a normal operation of a site. All eGates outside
first week day at 9am
are out of service and issue is attributable to maintenance
following the incident
IDEMIA. period

Major incident Best effort

outside 2 working days from
Reduces endpoint operation in capacity or
maintenance first week day at 9am
features (Endpoint capacity is decreased; some
period following the incident
key functions are unavailable) needing daily
operations and issue is attributable to IDEMIA
Minor incident
Best effort Best efforts will be
Does not prevent operation with key endpoint outside made from the time of
features, and most of the capacity (A non- maintenance notification of the
essential function is affected, few of users are period incident
affected) and issue is attributable to IDEMIA

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