## IV.6 SPECIFIC PROVISIONS RELATING TO HARDWARE AND SOFTWARE MAINTENANCE 

## IV.6.1. Common provisions 

IV.6.1.1. Contractual maintenance shall commence on the day after expiry of the guarantee period applying to the Product s delivered, unless another date is specified in the framework contract or specific contract. 

IV.6.1.2. The contractor shall at all times comply with the quality standards and the maintenance security rules contained in the framework contract. 

IV.6.1.3. The maintenance shall be provided during Normal working hours on Normal working days . T h e c o n t r a c t i n g a u t h o r i t y may require the contractor to offer maintenance outside these times ( Extended working hours ), provided that there is an explicit provision in the framework contract or specific contract stating the applicable rates in this case. 

IV.6.1.4. Maintenance is deemed to comprise all operations necessary to maintain a Product in perfect working order, or to restore a defective Product or one of its components to perfect working order, inclusive of the costs of travelling, parts and labour. 

IV.6.1.5. The provisions on Informatics Services consisting of maintenance apply to maintenance of both Software and Hardware , except where it is apparent from the provision that only one type of Product is concerned. 

## IV.6.2. One –shot repair of Hardware 

Where the framework contract does not explicitly cover maintenance of Hardware , the contractor agrees to perform one-shot repairs to Hardware at the contracting authority’s request. In response to such a request, the contractor shall prepare without delay an estimate of the price of the repair and a timetable for its execution. The estimate and the timetable shall be provided free of charge to the contracting authority, regardless of whether or not the repair is executed. If the contracting authority accepts the estimate and timetable, a specific contract or Order Form shall be signed between the Parties. The contractor shall not start to repair until it has received the relevant order signed by the contracting authority. It is explicitly agreed that all other conditions of the framework contract shall also apply to a one- shot repair. 

## IV.6.3. Maintenance 

IV.6.3.1. Terms 

The contractor undertakes to maintain the Product s covered by this framework contract in perfect working order. 

In order to do this, the contractor shall at all times have a stock of spare parts or shall obtain the necessary parts at its own and sole expense. 

The contractor shall provide maintenance service on site within four (4) hours at the contracting authority’s request. This time limit is reduced to two (2) hours in the case of a blocked server. These time limits may be within either Normal or Extended working hours , depending on the choice made in accordance with Article IV.6.1.3. 

If the contractor is of the opinion that a repair will not be possible within the maximum repair 

