house transport. Deployment costs shall be reimbursed based on hours actually incurred and invoiced in accordance with the hourly rates referred to in table 5 (Services) of the Contractor’s pricing sheet, attached to Annex II of the Framework Contract ; 

4. The costs of shipment of Goods (including delivery, carriage/ packaging, transport, included related insurance costs) shall be eligible for reimbursement by Europol if: 

• the Goods are shipped directly from the Contractor’s official address 16 to a destination within or outside of EU and EFTA countries or 

• the Goods are shipped upon Europol’s written request from Europol Premises in The Hague or a warehouse/storage facility or one of the Europol Hub sites to another destination within or outside the EU/EFTA countries; 

5. Reimbursement(s) of costs (including delivery, carriage/ packaging, transport, included related insurance costs), expenses and/or duties (where applicable) related to the shipment of Goods are eligible for reimbursement under this Framework Contract if such costs, expenses, duties (where applicable) were clearly included and evidenced in the Contractor’s individual quotation/s for the relevant Goods and accepted by Europol in the relevant Purchase Order or Specific Contract. Actual reimbursement shall only be made based on the original receipts or other original proof/evidence that such expenses were actually incurred and paid for by the Contractor. 

6. The costs of shipment of Goods and related insurance costs shall be reimbursed in accordance with this Framework Contract (except for delivery to Europol Premises under Shipment Type 1 as specified in paragraph 3 of this Article I-11), provided Europol has given its prior written authorisation. 

## Service Level Agreement (SLA) 

## Article I-12 

1. The Parties shall sign a Service Level Agreement (“SLA”) which will be based on the Contractor’s standard SLA within three (3) months following the Framework Contract Date. The SLA shall be incorporated into the Framework Contract  and shall be deemed to form Annex III of the Framework Contract . 

2. Any Purchase Order(s)  and or Specific Contract(s)  concluded in the absence of the SLA or prior to incorporation of the SLA shall be implemented/performed in accordance with the technical requirements provided for in Annex I. 

3. The service level requirements to be met, in particular definitive response times relating to the ordering process for Goods, maintenance and associated Services shall be as detailed by the Contractor  in a SLA annexed to the Framework Contract  at Annex III. 

