(1) preparing and sending the contractor all documents and additional information at its disposal which the contractor might reasonably request in order to detect and correct errors; 

(2) testing and accepting, when it is reasonable to do so, New versions or New releases of Software , as proposed by the contractor. One year after the date of such an acceptance, the contractor is no longer required to provide maintenance for previous versions or releases of Software  and any dependent Products; 

(3) installing any preventive corrections provided by the contractor as long as it is agreed that such corrections are necessary. 

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

(1) diagnosing errors or faults encountered by the contractor or the contracting authority in the content of the Software  and making any necessary corrections; the contractor shall effect corrections only if the error can be reproduced or if the contracting authority provides the contractor with sufficient information from which the error can be diagnosed; 

(2) providing the contracting authority with successive Software  versions and releases and the relevant reference Documentation ; installing New releases  and New versions  free of charge on the existing hardware at the contracting authority’s request; where necessary, adapting Products and/or information Systems that were using the previous version of the Software , free of charge; 

(3) effecting all the Software  corrections (including patches) needed to ensure that the Systems operate as specified in the Documentation  within thirty (30) Normal working days  of receipt of a notification by a Means of communication  from the contracting authority giving details of a problem; 

(4) rewriting the Software where necessary so as to correct all known problems or faults diagnosed by the contractor; 

(5) providing telephone support for the contracting authority during Normal working hours to advise it on the use of Software ; 

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

IV.6.3.4. The contractor undertakes to provide the contracting authority, upon request, with any remote maintenance service, which it operates or intends to set up. The remote maintenance service must comply with the rules set out in the framework contract. All terminal connection, utilisation and communication charges shall be borne by the contractor. 

IV.6.3.5. Responsibility for diagnosis 

The contractor has sole responsibility for diagnosing and determining the origin of failures affecting all or part of the System  or Products . As part of this obligation, the contractor shall, in the event of a diagnosis error, reimburse any costs incurred by the contracting authority as a result of needless corrective action carried out by another supplier. 

IV.6.3.6. The expenses due to an intervention of the contractor necessitated by a serious error of the contracting authority, recognised as such by the contracting authority, shall be borne by the contracting authority, according to the conditions and prices in the framework contract. 

IV.6.3.7. Technical modifications by the contractor 

The contractor may propose modifications on its own initiative. It will implement them, with the contracting authority’s consent, at times agreed by both Parties. These modifications may not entail any additional cost to the contracting authority or cause any deterioration in performance or loss of function. 

IV.6.3.8. Equipment 

