time from its arrival, it shall make a substitute Product available to the contracting authority for the duration of the repair. 

Repairs, Extension s and modifications to the System shall be carried out only by the contractor or the firms authorised by it. 

Preventive maintenance operations shall be scheduled periodically, by agreement between the contracting authority and the contractor. 

The contractor shall carry out corrective maintenance involving debugging, repair or replacement of faulty Product s at the contracting authority’s request. The contractor undertakes, during these operations, to comply with the contracting authority’s current central service desk action procedure when the failure occurs, as is described in Annex I. 

The contractor will formally close each maintenance operation. At the same time it will supply the information needed to measure the quality of the service and the Product s against the standards laid down in the framework contract. Where computer security has been affected it will submit a report. 

The contractor shall compile a monthly management report giving the following particulars of corrective maintenance carried out, without prejudice to the relative Service Level Agreement : 

(1) a list of outstanding problems, with the cause and the expected date of resolution; 

(2) an analysis of problems encountered by type of failure and Product ; 

(3) various statistics as requested by t h e c o n t r a c t i n g a u t h o r i t y to enable it to produce an internal audit report. 

IV.6.3.2. Hardware 

On the part of the contracting authority, Hardware maintenance shall involve the obligation to use the Products as specified in the Documentation and the installation requirements, and not to alter or repair them itself . 

On the part of the contractor, without prejudice to the relative Service level agreement , corrective Hardware maintenance shall involve: 

(1) diagnosing the cause of failures affecting Products or Systems , whether they are due to its Products or not; 

(2) correcting faults as rapidly as possible; 

(3) replacing components, printed circuits and electronic units that prove defective in the course of normal use, and effecting any alterations deemed necessary by it to improve operation of the Systems ; 

(4) acting as the link with its own central maintenance departments; 

(5) reprogramming or replacing Software  in the event of error; 

(6) providing "hot–line" support to resolve urgent problems and System  failures; 

(7) providing drivers for correct function of Hardware products . 

Maintenance shall not include the complete repair of all or part of any Hardware products that are no longer functional as a result of everyday wear and tear. If the contracting authority decides not to carry out the restoration proposed by the contractor, the Hardware products in question will be withdrawn from the framework contract. 

IV.6.3.3. Software 

On the part of the contracting authority, without prejudice to the relative Service level agreement , Software maintenance shall involve: 

