SUPPORT SERVICES AGREEMENT

FACILITIES MAINTENANCE AND SUPPORT SERVICES AGREEMENT

This Facilities Maintenance and Support Services Agreement (the “Agreement”) is entered into between [Your Company Name], hereinafter referred to as the “Contractor,” and [Client Company Name], hereinafter referred to as the “Client,” effective [Effective Date].

RECITALS

Background and Purpose

WHEREAS, the Client is engaged in operations at three facilities located at [Facility Addresses], involving the utilization of various laboratory equipment, security systems, audio-visual systems, racking systems, and building trades components;

WHEREAS, the proper maintenance, calibration, and functioning of these equipment and systems are crucial for the uninterrupted operation, safety, and efficiency of the Client’s facilities;

WHEREAS, the Client seeks to engage the services of a reputable and qualified Contractor to provide comprehensive facilities maintenance, lab equipment maintenance, waste management, security system installation and maintenance, and other building trades services to ensure the optimal performance and longevity of the equipment and systems;

Contractor’s Expertise

WHEREAS, the Contractor possesses extensive experience, expertise, and technical proficiency in the field of facilities maintenance, including laboratory equipment maintenance, waste management, security system installation and maintenance, and building trades services;

WHEREAS, the Contractor’s team comprises qualified and skilled service engineers equipped to perform maintenance, repairs, and other related tasks on a diverse range of equipment and systems;

Regulatory Compliance and Environmental Responsibility

WHEREAS, the Client acknowledges the importance of adhering to local and international regulations governing waste management, hazardous materials handling, and radiation protection;

WHEREAS, the Contractor is committed to implementing environmentally responsible practices during waste disposal, relocation, and maintenance activities, ensuring compliance with relevant regulations and minimizing environmental impact;

Operational Efficiency and Business Continuity

WHEREAS, the Client recognizes that proactive preventive maintenance and swift corrective maintenance play a critical role in minimizing downtime, ensuring operational efficiency, and safeguarding business continuity;

WHEREAS, the Contractor’s timely response to breakdowns, malfunctions, and service calls is essential to mitigate disruptions to the Client’s operations;

Parties’ Intention

WHEREAS, both parties desire to establish a clear and comprehensive Agreement that outlines the rights, responsibilities, and expectations of each party with respect to the provision of facilities maintenance, lab equipment maintenance, waste management, security system installation and maintenance, and other building trades services;

NOW, THEREFORE, in consideration of the premises and mutual covenants contained herein, the parties agree as follows:

Scope of Work
- The Contractor agrees to provide comprehensive facilities maintenance, lab equipment maintenance, waste management, security system installation and maintenance, and other building trades services for the Client’s three facilities, located at [Facility Addresses].
- The scope of work includes, but is not limited to, the following detailed aspects:
  - Lab Equipment Maintenance
    - The Contractor shall provide a comprehensive program encompassing both corrective and preventive maintenance for all laboratory equipment, following the guidelines outlined in this section.
    - Corrective Maintenance: The Contractor shall promptly respond to any reported malfunctions or breakdowns of the laboratory equipment. Upon notification from the Client, the Contractor shall dispatch senior service engineers to diagnose and resolve the issues efficiently and effectively. Corrective maintenance aims to restore the equipment to optimal functioning and minimize any disruption to the Client’s operations.
    - Preventive Maintenance: Preventive maintenance activities for laboratory equipment shall be carried out on a regular basis. This encompasses a series of planned inspections, adjustments, calibration, and cleaning procedures to ensure that each piece of equipment operates at peak performance. Preventive maintenance helps identify potential issues before they escalate into major problems, contributing to the longevity and reliability of the equipment.
    - Maintenance Schedule: The Contractor shall develop a detailed maintenance schedule, specific to each equipment type, and outline the timing and scope of preventive maintenance visits. The schedule shall be communicated to the Client in advance to ensure proper coordination and minimal disruption to the Client’s operations.
    - Records Maintenance: The Contractor shall maintain accurate and comprehensive records of all maintenance activities performed on laboratory equipment. These records shall include calibration results, adjustments made, parts replaced (if any), and any other pertinent information. The records shall serve as a historical reference, aiding in future maintenance assessments and ensuring transparency between the parties.
    - Calibration and Alignment: The Contractor shall ensure that all calibrated equipment is aligned and functioning as per the manufacturer’s specifications. Calibration procedures shall be conducted meticulously and in coordination with Company representatives and data technicians, ensuring accuracy and precision in measurement results.
    - Performance Testing: During each preventive maintenance visit, the Contractor shall conduct comprehensive performance tests on the laboratory equipment. These tests shall evaluate the equipment’s accuracy, reliability, and adherence to defined operational parameters. Any deviations or anomalies shall be documented, addressed, and rectified by the Contractor.
    - Consumable and Replacement Parts: The Contractor shall maintain an inventory of necessary consumables and replacement parts to facilitate prompt repairs during both corrective and preventive maintenance. All parts used shall meet the manufacturer’s specifications and quality standards, ensuring the integrity and performance of the laboratory equipment.
    - Safety Compliance: The Contractor shall ensure that all maintenance activities adhere to the highest safety standards. This includes proper handling of hazardous materials, adherence to safety protocols, and compliance with regulations governing the maintenance of laboratory equipment.
    - Collaboration and Reporting: The Contractor shall maintain open lines of communication with the Client, providing regular maintenance reports and updates. These reports shall highlight the status of equipment, completed maintenance tasks, identified issues, and recommendations for improvement.
    - Optimization and Efficiency: The Contractor shall continuously assess and refine the maintenance program to enhance efficiency, minimize downtime, and improve the overall performance of the laboratory equipment.
  - Waste Management
    - The Contractor shall establish a waste management protocol in compliance with all relevant environmental regulations and standards.
    - Proper disposal of chemicals and relocation of hazardous materials shall be carried out under strict adherence to safety guidelines.
    - The Contractor shall provide radiation protection services, including monitoring radiation levels, safely handling radioactive materials, and disposing of them as per regulatory requirements.
    - Waste segregation, packaging, and transportation shall be performed efficiently to minimize environmental impact.
  - Security System Installation and Maintenance
    - Installation of security systems shall follow a planned approach, ensuring optimal coverage, integration, and functionality.
    - The Contractor shall conduct routine inspections of all security system components, including cameras, access control devices, and intrusion detection systems.
    - Any issues identified during inspections shall be promptly addressed to maintain the security systems’ effectiveness.
    - The Contractor shall provide a responsive breakdown call-out service to attend to security system malfunctions within 48 hours of notification.
  - Audio and Visual System Maintenance
    - The Contractor shall perform both corrective and preventive maintenance for all audio and visual systems across facilities.
    - Corrective maintenance includes troubleshooting and resolving issues with AV equipment, such as malfunctioning displays, audio devices, and connectivity problems.
    - Preventive maintenance includes regular checks, adjustments, and cleaning to prevent potential failures and maintain consistent audio and visual quality.
    - Detailed records of maintenance activities, including before-and-after performance assessments, shall be maintained.
  - Racking System Maintenance
    - Corrective and preventive maintenance for all racking systems shall be executed by the Contractor.
    - Corrective maintenance involves addressing issues such as misalignment, damaged components, or stability concerns.
    - Preventive maintenance includes routine inspections of racking systems to identify any signs of wear, stress, or instability.
    - If any repairs or adjustments are required, the Contractor shall implement them promptly to ensure the safety and integrity of the racking systems.
  - Building Trades Maintenance
    - Corrective and preventive maintenance for facility components, including HVAC, AUH, electrical systems, mechanical systems, fire pump systems, and others, shall be conducted.
    - Preventive maintenance encompasses a comprehensive inspection, testing, and servicing regimen to prevent unexpected failures.
    - Corrective maintenance includes swift response to equipment malfunctions, thorough diagnostics, and effective repairs using approved parts and procedures.
    - Relocation services for equipment within the facilities shall be executed meticulously, minimizing downtime and ensuring equipment integrity during the relocation process.

Preventive Maintenance Procedures
- The Preventive Maintenance Procedures include the following detailed aspects:
  - Lab Equipment Preventive Maintenance
    - The Contractor shall conduct quarterly preventive maintenance visits for lab equipment.
    - During these visits, all specified maintenance tasks, including inspection, calibration, alignment, and testing, shall be carried out as detailed in the maintenance schedule.
    - The Contractor shall ensure that all equipment is returned to optimal running condition after each maintenance visit.
  - General Preventive Maintenance
    - For systems like security, audio-visual, and racking, the Contractor shall adhere to a predetermined schedule of preventive maintenance activities.
    - Each preventive maintenance activity shall be documented, including observations, adjustments made, and parts replaced (if applicable).
    - Preventive maintenance shall extend to all aspects of the systems, ensuring their continuous functionality and minimizing potential disruptions.

Corrective Maintenance Procedures
- The Contractor shall provide responsive breakdown call-out services for all equipment and systems covered under this Agreement.
- Upon receiving notification of a breakdown or malfunction, the Contractor shall dispatch senior service engineers to the affected site within 48 hours.
- The engineers shall conduct a thorough assessment of the issue, diagnosing the cause and determining the required corrective actions.
- Repairs shall be carried out using approved methods and spare parts, and the equipment or system shall be restored to its optimal condition.
Spares, Consumables, and Tools
- The Contractor shall maintain a comprehensive inventory of spare parts, consumables, and tools required for maintenance and repairs.
- Only original equipment manufacturer (OEM) parts or equivalent new parts shall be used for replacements.
- For third-party spare parts, the Contractor shall seek Company approval before use and provide verifiable purchase receipts.
- The Contractor shall ensure that service engineers are adequately equipped with the necessary tools to perform maintenance tasks effectively.
Work Procedures
- Service Personnel
  - The Contractor shall assign qualified service engineers to perform all maintenance activities outlined in this Agreement.
  - The service engineers shall possess the requisite technical expertise and experience to handle the diverse range of equipment and systems covered.
  - Fluency in spoken and written English is a prerequisite for the service engineers to ensure effective communication with the Client’s representatives.
- Service Hours
  - The Contractor shall adhere to the Client’s working hours, performing maintenance activities during the company’s normal business hours (7:00 am – 4:00 pm, Sunday through Thursday).
  - Flexibility in scheduling shall be maintained to accommodate emergency situations and urgent maintenance requirements.
- Preventive Maintenance Schedule
  - The Contractor shall establish and communicate a detailed schedule of quarterly preventive maintenance visits for lab equipment and other systems.
  - The schedule shall be coordinated with the Client to ensure minimal disruption to ongoing operations.
- Spare Parts and Repairs
  - The Contractor shall provide a formal spare parts requirement list to the Client for approval before procuring any major spare parts.
  - The spare parts list shall include part specifications, prices, and justifications for their inclusion.
  - In the event of off-site repairs, the Contractor shall obtain prior written approval from the Company Representative and ensure proper packing, shipping, and transportation arrangements.

Additional Charges
- Module upgrades within two years of installation shall include buyback of old modules and provision of new advanced modules at no cost to the Client.
- The Contractor shall provide integrated analytical software upgrades without imposing any additional charges.
- Compensation for specialized service engineer expenses, including professional fees, accommodations, meals, transportation, and related expenses, shall be calculated at actual costs plus a 5% administrative charge.
Compensation
- The Contractor’s compensation shall be based on actual work hours, including maintenance, repairs, and related activities.
- Reimbursable expenses, including spare parts and specialized service engineer expenses, shall be invoiced at actual cost plus approved handling charges.
- Detailed records of work performed and expenses incurred shall be provided to the Client for verification and approval.
Agreement Duration

This Agreement shall remain in effect for a period of [Contract Duration], unless terminated earlier in accordance with the terms herein.

IN WITNESS WHEREOF, the parties hereto have executed this Agreement as of the Effective Date.

[Your Company Name] [Client Company Name]

By: __________________________ By: __________________________ Name: _______________________ Name: _______________________ Title: _________________________ Title: _________________________ Date: _________________________ Date: ________________________

Appendix A: List of Lab Equipment

The following is a comprehensive list of laboratory equipment covered under this Agreement, for which the Contractor shall provide corrective and preventive maintenance services:

Equipment Type: [Laboratory Equipment Type]
- Manufacturer: [Manufacturer Name]
- Model: [Model Name/Number]
- Serial Number: [Serial Number]
- Location: [Facility Location]
Equipment Type: [Laboratory Equipment Type]
- Manufacturer: [Manufacturer Name]
- Model: [Model Name/Number]
- Serial Number: [Serial Number]
- Location: [Facility Location]

[Continue listing all relevant laboratory equipment covered under the Agreement.]

The Contractor shall perform both corrective and preventive maintenance for the equipment listed above. Corrective maintenance involves addressing malfunctions and breakdowns promptly, while preventive maintenance includes scheduled inspections, adjustments, calibration, and cleaning to ensure optimal performance and longevity.

The maintenance schedule for each equipment type shall be communicated by the Contractor to the Client, outlining the timing and scope of preventive maintenance visits. The Contractor shall maintain accurate records of all maintenance activities performed on each equipment.

The Client shall notify the Contractor promptly of any equipment malfunctions or breakdowns, enabling the Contractor to provide swift response and necessary repairs. Both parties shall collaborate closely to ensure the proper functioning of the laboratory equipment and the attainment of the Agreement’s objectives.

[Your Company Name] [Client Company Name]

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