A. Term & Term Renewal
The terms of this Agreement shall be for the contract term stated. Thereafter, at Customer’s written request and subject to the then acceptance of IDTS SDN BHD (“IDTS”) at its sole discretion, this Agreement may be renewed for an additional one (1) year period at IDTS’s then applicable rates as quoted to the Customer and to be paid at the time of any such renewal. In the event of such renewal, Customer, at IDTS’s request, agrees to execute IDTS’s then applicable form of this Agreement.
B. Services Provided by IDTS
1. IDTS will provide onsite warranty support service availability during its normal business hours, 9:00 am. to 6:00 pm. Customer’s local time, Monday through Friday, excepting holidays observed by IDTS, at Customer’s facilities with regard to each unit of equipment specified herein. Services provided outside of normal business hours, where specifically requested by the customer, shall be performed at then current applicable time and material rates, including travel on a per incident basis for said service.
2. Onsite Support service shall include required repair, if any, of the nonfunctioning equipment and any such preventative maintenance and adjustments as IDTS shall deem necessary.
3. IDTS shall use its best efforts to provide a response time during business hours in accordance with the service level selected. IDTS Standard response time shall be within 48 hours of service request receive from Customer.
4. Repairs not covered as a result of the exclusions set forth in this Agreement will be made subject to then current IDTS time and material or fixed rates applicable to such unit of equipment and shall be preapproved by Customer before being performed.
5. Services under this Agreement specifically exclude, without limitation, printhead, wear & tear components, unless printhead or wear and tear component replacement is preapproved by IDTS. Printheads and wear and tear components will be replaced and charged to the Customer according to the current IDTS parts list rates or as stated on the face of this Agreement.
6. Services under this agreement will only covers customer sites within 30KM radius from IDTS EMaintenance address thru out Malaysia (The address is stated under appendix a). For any support that is over the 30KM service radius from IDTS EMaintenance support center will be subject to IDTS Current charges for Mileage, or flight and accommodation for those location unable to be access by road .
IDTS Sdn. Bhd.