Maintenance task consists of progressive maintenance and corrective maintenance. The Supplier is in charge of the progressive maintenance, especially on the basis of the Client’s notifications.
The corrective maintenance is composed of two levels:
– Level 1 corrective maintenance includes detecting and solving minor abnormalities, that can be fixed directly by the Client on the basis of the information and tools transmitted by the Supplier.
– Level 2 corrective maintenance includes detecting and solving blocking abnormalities, that can only be fixed by the Supplier. The reported abnormalities must be confirmed without delay by the Client via an email sent to the Supplier. The abnormality report is taken into account within 48 working hours. The Supplier shall proceed to the abnormality diagnosis and then implement the corrective action.
The Client authorises remote interventions on the Software executed by the Supplier. The Supplier is not responsible for the maintenance in the following cases:
– Client’s refusal to cooperate with the Supplier to solve the abnormalities and especially refusal to answer questions and information requests;
– Any use of the Software that is non-compliant with its intended use or its documentation;
– Unauthorised Software modification performed by the Client or a third party;
– Failure by the Client to comply with his contractual obligations or with the obligations defined in the Terms and Conditions of Use;
– Failure of electronic communication networks
– Voluntary act of damaging, malicious destruction or sabotage
– deterioration due to a force majeure event or an improper use of the software
However, the Supplier may, if possible, take over the resolution of the malfunctions caused by the above-mentioned cases, as per Supplier’s tariffication valid on the intervention date and on the basis of an accepted quotation. The Client agrees to cooperate with the Supplier for the Service he provides, in particular ensure to submit documents and information necessary for the intervention. During the intervention, the Client agrees to let machine-time, memory space and expendable supplies at the Supplier’s free disposal. He shall authorise in advance the Supplier to shut down either the equipment or the systems and software during the intervention. An intervention protocol must be produced for each intervention of the Supplier.