Site will be deemed ‘DOWN' from the point at which FujiFilm UK Ltd Equipment Support Department is contacted to the point that the equipment/system is fixed and handed back to production.

Only those hours, which fall within the hours covered by the Service Contract type purchased, will be recorded.

(Monday to Friday 09.00 to 17.00, see ‘Hours covered' for further details)

Site will be deemed as down if, due to either hardware or software failure.

Any hardware or software failure due to misuse by site staff, or outside influence will not be classified as downtime, and will not be covered under the terms of the Service Contract.

(See Exclusions)

Any defects or failures found to be attributed to causes other than hardware or software failure will not be classified as downtime, and will not be covered under the terms of the Service Contract.

(See Exclusions)

Any defects or failures, found to be attributed to insufficient or incorrect onsite maintenance or failure to adhere to FujiFilm UK Ltd Equipment Support Department operating procedures, will not be classified as downtime, and will not be covered under the terms of the Service Contract.

(See Exclusions)

Fujifilm UK Ltd Equipment Support Department will provide support to the following levels:

All calls requesting engineer assistance will be divided into two classifications:

1. Site is classed as ‘Down' (See Definition of Downtime).
2. Site is experiencing delays to production - ‘non down'.

To respond to ‘Down' breakdown calls to the following performance level:

• Engineer on site next working day or within six hours (depending on contract type purchased) from time of fault being reported. This to be achieved with 90% of such calls.

Regardless of arrival time, the following service levels will be targeted, and will form the basis of the Service Contract performance measurement.

• Target (defined, striving to attain) 98% uptime
• Minimum 90% uptime

Attainment of the above will be based on an annual report supplied to customer at the end or anniversary of the contract renewal on request.

To respond to ‘Non down' breakdown calls

• Fujifilm UK Ltd Equipment Support Department expects to respond anytime within the next two working days for calls placed AM or PM.
• Engineer arrival on site within 24hours (within the eight-hour working day window). This to be achieved with 90% of calls.
• Requests for engineering support outside the hours cover provided within the level of contract support purchased can be arranged at extra cost please refer to the "Equipment Service Breakdown " response document.

The Service Contract provides telephone support from Monday to Friday 09.00 to 17.00.

The Service Contract provides Field Engineer Support from Monday to Friday only 09.00 to 17.00. (Saturday if Platinum Service Care purchased)

Sundays, Bank and Public Holidays, Christmas Day, Boxing Day and New Years Day are not included.

Telephone support operates Monday to Saturday 09.00 to 17.00.

(Saturdays in busy periods may invoke answer phone or queue system)

Note: At busy times during the working day / week, calls may be diverted to answer phone or queue system. Busy times are seasonal, high summer (July, August & September) late December and early January.

Calls made outside these hours, in all cases, will be responded to at the earliest opportunity the next working day.

There is no telephone support available on Sundays. Down time will only be recorded from 09.00 on Mondays or the next working day if Monday is a Bank/Public Holiday.

Field Engineer support will be available Monday to Friday 09.00 to 17.00 - Monday to Saturday 09.00 to 17.00 if Platinum cover is purchased. Field Engineers will endeavour to arrive at site (first call) by 09.00 for down site situations in most cases, if booked the previous day. However, this cannot be guaranteed due to traffic and weather conditions which may impede the engineers travel time to site. If the engineer is severely delayed the site will be advised as soon as is practical.

Requests for engineering support outside the hours cover provided within the level of contract support purchased can be arranged at extra cost. Please refer to the Equipment Service Breakdown response document.

Any site with a recorded downtime in excess of 7.5 % in any one -month (a 40 hour week equal to 160 hour maximum per month) will be allocated priority monitoring for the following month. Any issues reported as not resolved satisfactorily will be addressed by the Assistant Service Manager.

One annual Preventative Maintenance (PM) visit will be provided covering the equipment under the Service Contract Minilab Equipment. Every six months for Pictrography Equipment. Normally the PM visit will be carried out within two months of the anniversary of the installation date or within 14 months of the previous PM visit.

All PM work will be carried out in accordance with Fujifilm UK Ltd Equipment Support Department service standards. PM visits will be carried out during normal working hours 09.00 to 17.00 Monday to Friday by prior arrangement with the Fujifilm UK Ltd Equipment Support Department Helpline. Please note it is advisable to pre-book your PM visit well in advance if specific dates are required, especially around the months of January, February March, April, October and November.

However, if the PM visit is required outside normal working hours (when store closed) this can be provided at extra cost to the Service Contract. POA dependent on actual days and times required.

Fujifilm UK Ltd Equipment Support Department reserves the right to utilise engineering support staff under sub contract. All sub contractors used are fully trained by Fujifilm UK Ltd Equipment Support Department to meet the required standard and are monitored on a regular basis to ensure Fujifilm UK Ltd Equipment Support Department working standards are adhered to.

Subject to the definitions and exclusions outlined Fujifilm UK Ltd Equipment Support Department will provide under the Service Contract the following:

• Unlimited Engineer Telephone Advice for Equipment Failures
• *Unlimited Breakdown and Repair visits
• *All non consumable parts. (See exclusions consumable parts)
• *Travel & Labour for Breakdown visits.
• Standard parts, Travel and Labour for PM Visit (Parts supplied only as required for PM Visit)
• All accommodation cost for engineers overnight stays if required
• Standard next day parts delivery costs.
• Software, required updates only. (excluding any enhancements or product upgrades)

* Depending on actual Service Care Contract Purchased

The following items are not included in the Service Contract and will be charged for as appropriate at Fujifilm UK Ltd Equipment Support Department non-contract rates.

• Air travel to off shore sites
• Process control advice
• Chemistry mixing and /or recharging of chemistry replenisher or processing tanks.
• Operator error or misuse
• Failure to carry out required basic equipment maintenance by site / store staff resulting in a Fuji engineer site visit.
• Wilful damage
• Electrical, Network, or other supplies failure
• Unauthorised fitting of parts or software
• Use of equipment for anything other than it's intended purpose
• Use of non Fujifilm UK Ltd parts or materials, Chemistry or Colour paper (Problems / Faults relating to)
• Rush parts delivery to sites at site request
• Any equipment moves
• Consumable items

Consumable Items:

• Chemical and in line filters
• Lamps (printing or indicating)
• Squeegees (blade or roller type)
• Cutter Blades (Paper or Film)
• Air Filters
• Chemistry
• Photographic Paper
• Water (deionised)

In the case of the above items or services being needed, confirmation will be required in writing (by fax: 01234 217728 or email: esdsupport@fuji.co.uk) before engineer or parts are despatched.

In the event that an engineer is already on site identifying the work required to be of an excluded nature (chargeable) no repair will commence without the site providing written confirmation to proceed.