Facilities Management Service Level Agreement Premium Package THIS AGREEMENT is dated on the day of __________ and madeBETWEEN: Commencement and Duration This Agreement shall be deemed to come into force on the above mentioned date and shall continue to be in full force and effect for a period of one (1) year from the Commencement Date. The Client shall have the option to extend the Agreement for a further one (1) year upon serving a written notice one (1) month before the end of the contract. BITCO Facilities Management shall carryout Preventive as well as Reactive maintenance jobs relating to: SCOPE OF WORKS 1. Services BITCO Facilities Management shall carryout Preventive as well as Reactive maintenance jobs relating to: • Electrical supply, equipment and electrical distribution services • Water supply, sanitary ware and drainage services • Air conditioning supply and associated equipment services Supervised, uniformed technicians will attend all emergencies* within two (2) hours, seven (7) days a week, and three hundred sixty five (365) days a year upon you lodging the compliant. 2. Planned Preventive Maintenance A preventive maintenance program (PMP) will be provided in writing by BITCO FM within thirty (30) days after signing. The PMP is for servicing all air conditioning units every four (4) months and electrical & plumbing, every (1) year. 3. Mechanical, Electrical and Plumbing Services under this include: • • • • Repair and/or replacement (subject to the condition and age of any item) of mechanical & electrical equipment including distribution boards, circuit boards, circuit breakers, ELCB’s, light fittings, control panels, switches & water-heaters Repair of water pumps, which can be done on site Repairing of external leak on roof only Repair and replacement of sanitary-ware fittings and attention to drainage problems (please refer to spare parts/materials clause below in case of replacements) Air Conditioning An annual major service and, 2 Bi-Annual services of indoor and outdoor units shall be provided, which includes the following: • • • Cleaning of filters Cleaning and checking of electrical components Pressure washing of coils domestic water or drainage lines Picture hanging.g.g. inside the wall.00AED) per hour or as per the quotation if and when required Should there be any major works. leakage from plumbing above the ceiling etc. lubrication and cleaning of drain lines Placing of drain flow tablets in drip trays Changing compressor oil and filters if necessary Minor painting touch-up and minor repairs to insulation (please refer to spare parts/materials clause below in case of replacements) *Emergencies The following circumstances are considered Emergency: • • • • • Total electricity failure/breakdown in the whole house Total air-conditioning failure in the whole house Total water stoppage in the whole house Major leakage related to plumbing (e. under the interlock & garden areas Major job related to MEP or Civil works Garden irrigation system (sprinklers) Gardening and horticultural work Changing of any corroded chilled water. Terms & Conditions in addition to the General Terms and Conditions 1. painting and decoration jobs Carpet cleaning and carpet shampooing Replacement of broken windows. doors. e.• • • • • Topping up of refrigerant gas (gas will be charged separately) Belt replacement. water gushing out. ceiling. WC. work will only commence upon acceptance of quotation by the landlord. BITCO FM staff shall be provided with free use of water and electricity and free access to any part of the premises.) Major blockage of drainage Spare Parts/ Materials Spare parts and materials are covered under the scope of this Maintenance Contract for items supplied by ATCONZ RED. Such parts and/ or materials that are required to restore functioning of equipment or systems not supplied by ATCONZ RED under the above scope of work shall be used appropriately and will be charged at actual cost plus fifteen percent (15%) handling charge. door glasses Automatic garage doors/ gates The above jobs/ services can be performed at additional charge. Services Excluded The following services are expressively excluded from the scope of this Contract: • • • • • • • • • • • Repairs and /or replacement of electronic items or Home Appliance Power. under the bathtub. to perform the required tasks under this agreement. water. window glasses. drainage and telephone services (being the responsibility of the relevant local authority) Internal water leakage. . Note: • • • Unlimited Call Out’s are included over a period of twelve (12) months Additional hours will be billed at one hundred and twenty (120. Purpose This Services Agreement explains the terms agreed between the Client and the Services Provider. Please note Prices are subject to change from time to time. which will involve 2/3 visits per annum depending on the type of unit – 2 for flats / 3 for villas. Failure to promptly settle these invoices may result in suspension/ discontinuation of all services under this Annual Maintenance Contract and can only be restored upon full settlement. 4. as well as offering the convenience of having a single service provider for all your needs. additional jobs and additional services not included in this contract /scope of work shall be settled upon presentation. In the event of an emergency e. to prolong the life and maintain the value of your property. 2. A Preventive Maintenance programme will be put in place for all Electrical. Additional work not covered under the Services. for the provision of maintenance and ancillary services at the property detailed above.g. . All Service packages will be carried out in accordance with Manufacturer’s recommendations. Clients should note that the service packages are exclusive of parts and materials which will be charged for at the time of installation at cost plus 10%. Services IMDAAD are pleased to offer a choice of maintenance packages. Please note: Replacement of filament/lamps are not included in the Preventive Maintenance packages above. all replacement of filament/lamps will be classed as Additional Work and charged separately. Where the service is included in a package. including Preventive and Emergency Callout services. Plumbing and all HomePro PLUS Services (if applicable). All invoices raised by BITCO FM for spare parts. There are three levels of services available to meet your individual needs. This Agreement covers the Property Maintenance. unless otherwise agreed by both parties. 24/7 Emergency Callout IMDAAD fault and breakdown response service is available 24 hours per day and 7 days per week throughout the year. including appropriate levels of supervision. flooding. Preventive maintenance IMDAAD will carry out its tasks with due care and diligence and will provide all labour. along with any additional services form your individually designed package and scope of services.2. Please note that these services are offered on an annual basis and payment is required in advance. total power failure or failure of the air-conditioning system. Air Conditioning. 1. Exclusions This Agreement expressly excludes any services or works not covered above. Clients should note that the service packages are exclusive of parts and materials which will be charged for at the time of installation. Non-emergency requests will be scheduled for a Technician to attend during normal working hours and at a time agreed for access to the property on the following working day or as soon as possible thereafter. the Call Centre will arrange for a Technician to attend the incident as soon as possible. Home Pro services will commence on the 1st Day of the following month. and any equipment and consumables necessary for the execution of the services or works. will be quoted separately and executed on the approval of the Villa Owner. The package selected on the opposite page. free emergency call out attendance will be provided. IMDAAD LLC. At the minimum. Governing Law and Jurisdiction This Agreement is governed by the laws of the Emirate of Dubai and the United Arab Emirates and any legal action or proceedings are subject to the jurisdiction of the Courts of Dubai. less any sum due to the service provider and the total value for the home content insurance policy if applicable. the client shall be eligible for reimbursement up to a maximum of 75% of the advance payment made. interpretation. 5. Unless the term of this Agreement is renewed in writing.1 Any dispute or difference with the formation. nullification. damage or work resulting from the Premises Construction Defects Liability Period or construction Warranties provided by the Master Developer. on a pro-rata basis after 30 days from the date of actual termination of the Agreement. These will be charged at the time of installation. 6. If any. Imdaad would retain 25% of the contract value and the value of the content insurance policy if applicable in every case to cover its fixed costs. 7. Disputes The parties shall seek to resolve in good faith any dispute or difference arising between them. The language of the Arbitration shall be in English. and this Agreement may be terminated at any time by either Party providing 60 days Notice of Termination to the other in writing. Imdaad LLC shall not be Liable for any claims. 8. 9.1. performance.This Agreement expressly excludes the cost of replacement parts and materials. termination or invalidation of this contract or arising there from or related thereto in any manner whatsoever shall be referred to the arbitration in accordance with the provisions set forth in the Rules of the Dubai International Arbitration Centre (DIAC). Premises Construction Defect Liability Period & Construction Warranties Disclaimer. 12. If the parties cannot resolve any such dispute or difference within 14 days. it shall cease to operate on the completion of One Year from the date of signing. This Agreement expressly excludes any work related to the Premises Construction Defect Liability / Warranty Period and Electronic systems. Consequences of Termination In the event of Termination of the services by the client. Authorisation Written authorisation to proceed will be required from the Client for any Additional Services or Works that are excluded under this Agreement. then either party may submit the dispute or difference to arbitration in accordance with Clause 8. or such period as the parties may subsequently agree. The seat of the arbitration shall be in Dubai. loss. I hereby agree to the above Scope of Work and to the Terms & Conditions: Client Signature: _________________________________________ Date: __________________ . with an appropriate acknowledgement of receipt being obtained. in respect of any matter connected with this Agreement. 8. Term and Termination The term of this Agreement is One Year. For and on Behalf of: BITCO Facilities Management: ______________________________ Date: ____________________ .