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Technology Maintenance & Support
To be read in conjunction with the Master Terms and Conditions
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1. Definitions
1.1 Terms defined in the Master Terms shall have the same meaning in this Schedule.
1.2 In addition:
“Business Hours” means 09:00–17:30 UK time, Monday to Friday, excluding bank/public holidays in England & Wales.
“Corrective Maintenance” means diagnosis and repair of faults or failures in the Maintained Equipment.
“Critical Fault” means a fault resulting in complete loss of service or material degradation affecting all or a material part of the Maintained Equipment.
“Fix Time” means the target period for restoration of service, measured from the time of the Customer’s fault report.
“MACs” means moves, additions and changes to the Maintained Equipment, including but not limited to relocation, configuration, programming, or reinstallation, whether remote or on-site.
“Maintained Equipment” means the telephone system equipment supplied under Schedule 7 (Equipment Supply (Sale)) and identified in the relevant Order Form as being subject to maintenance under this Schedule.
“Non-Critical Fault” means any fault that is not a Critical Fault.
“Out-of-Hours” means any time outside Business Hours.
“Preventive Maintenance” means routine inspection, testing and servicing to maintain performance of the Maintained Equipment.
“Response Time” means the period from the Customer’s fault report to technologE’s initial response (remote or on-site, as applicable).
2. Scope of Maintenance
2.1 technologE shall provide Preventive and Corrective Maintenance for the Maintained Equipment during the Term.
2.2 Maintenance includes:
(a) remote diagnostics and advice;
(b) on-site attendance where remote resolution is not possible;
(c) supply and fit of replacement parts (new, refurbished or loaned, of equivalent quality);
(d) software patches or updates supplied by the vendor where specified in the Order Form.
2.3 Maintenance does not include:
(a) work on equipment not identified in the Order Form as Maintained Equipment;
(b) faults caused by Customer negligence, misuse, accident, or unauthorised modification;
(c) electrical, network or environmental conditions outside specification;
(d) third-party carrier or network faults;
(e) MACs, unless separately ordered and charged;
(f) Out-of-Hours attendance unless expressly included in the Order Form.
2.4 Equipment supplied under Schedule 7 is not automatically covered by this Schedule unless expressly identified in the Order Form as Maintained Equipment.
3. Charges and Payment
3.1 Maintenance Charges are set out in the Order Form or Price List.
3.2 Non-standard works, including MACs, project services, or Out-of-Hours attendance, are chargeable at technologE’s prevailing rates.
3.3 Out-of-scope or ad-hoc work shall be billed in charging units as agreed between the parties (for example, remote support in hourly units and on-site attendance in half-day units).
3.4 Replacement parts not covered under manufacturer or vendor support may be charged separately.
4. Service Levels
4.1 technologE shall use reasonable endeavours to meet the following targets (the “SLA Targets”), as set out in the table below:
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4.2 SLA clocks run in Business Hours unless otherwise agreed in writing or Out-of-Hours cover is purchased.
4.3 Service Levels are targets only and not guarantees.
4.4 Where a reported fault is found to be caused by the Customer’s own actions, negligence, unauthorised changes, or factors outside technologE’s reasonable control, the visit shall be treated as out-ofscope work and charged at technologE’s then-current rates (including any applicable callout charge).
5. Customer Obligations
The Customer shall:
(a) provide safe access to the Maintained Equipment;
(b) maintain adequate power supply, environment and security;
(c) promptly report faults and provide reasonable assistance;
(d) not permit third parties to maintain, repair or move the Maintained Equipment without technologE’s consent.
6. Exclusions and Obsolescence
6.1 technologE is not obliged to support equipment that is obsolete, end-of-life, or where vendor parts or software updates are no longer reasonably available.
6.2 technologE shall attempt remote resolution of faults before dispatching on-site personnel.
6.3 Work to reinstate or repair excluded damage shall be chargeable at technologE’s then-current rates.
6.4 technologE may terminate this Schedule in whole or in part by written notice if the manufacturer or vendor declares the Maintained Equipment to be obsolete or end-of-life, or ceases to make replacement parts, spares or software updates reasonably available.
7. Suspension
7.1 In addition to technologE’s suspension rights under the Master Terms, technologE may suspend Maintenance if:
(a) the Charges are overdue;
(b) the Maintained Equipment is altered or moved without technologE’s consent; or
(c) unsafe or unsuitable working conditions exist which prevent safe delivery of the Maintenance.
7.2 Reinstatement of Maintenance following suspension may be subject to a reinstatement fee at technologE’s then-current rates.
8. Term and Termination
8.1 Maintenance shall commence on the Service Effective Date and continue for the Minimum Term set out in the Order Form.
8.2 Thereafter, Maintenance shall renew in accordance with clause 3.4 of the Master Terms, unless otherwise stated in the Order Form.
8.3 On termination, technologE shall have no further obligation to maintain the Maintained Equipment, and any outstanding Charges for works carried out shall become immediately payable.
9. Liability
Liability is governed by clause 13 of the Master Terms. technologE shall not be responsible for indirect or consequential losses arising from telephone system downtime, loss of use, or loss of data.