Warranty

Warranty and Post-Warranty Service Terms

1. 1. Equipment maintenance is carried out by employees or authorized representatives (subcontractors) from Monday to Friday, from 9:00 AM to 6:00 PM, excluding weekends and public holidays (unless otherwise specified in the order). The service execution period is NBD in localities where the contractor’s representative office is present and NBD + 1 in all other localities from the moment the contractor receives the service request from the customer. The list and contact details of representative offices will be provided additionally.
   2. Only equipment that is in working condition with licensed software at the time of signing this contract is accepted for maintenance. This is determined during the initial inspection and documented in the equipment compliance report signed by both the contractor and the customer.
   3. If the contractor finds the equipment in a non-working state during the inspection, repair and restoration of its functionality will be carried out based on additional agreements between the parties, formalized in writing at the customer’s expense.
   4. After inspecting the equipment, both parties prepare and sign an equipment compliance report, after which the equipment is considered accepted for maintenance. Equipment with minor defects (malfunctions) may also be accepted for maintenance, with relevant notes made in the report. If the equipment fails due to these pre-existing issues, its restoration will be performed for an additional fee, agreed upon by both parties.
   5. The start time for the service period is considered the moment the contractor receives the request during the established service hours. If a request is received after 4:00 PM or outside the designated service hours, the start time is considered the beginning of the next business day. The service execution period may also be specified separately in the contractor’s order.
   6. The service execution period does not include the time spent by the contractor waiting for the customer’s representative to provide access to the equipment.
   7. Maintenance is carried out at the equipment installation site.
   8. Maintenance includes ongoing support for the functionality of the equipment. Based on the received service request, the contractor ensures the following within the timeframe specified in the contract:
      1. Providing consultations on technical issues related to the operation of the equipment.
      2. Performing repair work to restore functionality and/or replace faulty equipment components.
      3. Quarterly inspection of equipment functionality at its installation site and performing preventive maintenance to keep the equipment in proper condition, according to a separately agreed schedule between the parties or during regular maintenance.
      4. Elimination of vulnerabilities in system software (operating system, kiosk drivers, video panel software, display).
   9. Maintenance does not cover:
      1. Liquid crystal panels. In the event of a panel failure, the contractor dismantles the faulty panel and sends it to the official service center of the panel manufacturer in Ukraine for repair. The contractor installs a functional panel from its replacement stock instead of the dismantled faulty panel. If a panel under warranty according to the supply contract with AIDANKO fails, the contractor dismantles the faulty panel and installs a functional panel with similar technical characteristics for the duration of the repair.
      2. Equipment that has failed due to:
         • Natural disasters or the customer’s violation of operating rules or non-compliance of environmental parameters with the operational requirements specified in the technical documentation for the equipment.
         • Use of components, modules, or parts installed by the customer without the supplier’s written consent.
         • Physical, mechanical, or electrical modification of the equipment’s design by the customer without the supplier’s written consent.
         • Damage to the equipment caused by insects, rodents, ingress of liquids or various substances, or foreign objects.
         • Damage to the equipment and acts of vandalism, including damage caused by individuals or the use of objects, liquids, or weapons that resulted in intentional or accidental damage or disruption of the equipment’s operation.
         • Maintenance of the equipment performed without the involvement of the supplier’s authorized service center personnel or a customer representative certified by the supplier.
         • Damage to the system software of equipment components caused by viruses, hacker attacks, or other forms of informational interference.
   10. Additional maintenance includes the following:

1. 1. Maintenance in case of non-standard use or non-compliance with the environmental operating parameters specified by the manufacturer in the technical documentation for the equipment.
   2. Maintenance of equipment whose physical, mechanical, or electrical structure has been altered and/or modified by the customer without written approval from the contractor.
   3. Connection of mechanical, electrical, or electronic equipment that is incompatible with the serviced equipment.
   4. Maintenance of equipment that has failed due to violations of operating conditions and sanitary standards.
   5. Execution of work at the customer’s request that is not related to the elimination of malfunctions that caused the equipment to become inoperable.
   6. Engineer call-out due to an erroneous service request in cases where, upon the contractor’s representative’s arrival, one or more of the following circumstances are confirmed by the customer’s representative via email at the service location:
      • The equipment is in working condition, and at the time of the request, there is no information or factual confirmation of the malfunction specified by the customer.
      • The service request contains inaccurate information about the equipment malfunction (e.g., independent modification of the digital input on the panel by the customer, incorrect replacement of thermal paper in the terminal printer, issues related to the local network operation at the branch).
      • The customer has not ensured the readiness of the equipment for the contractor’s service provision in accordance with the service request and the procedure stipulated in this contract, specifically, within 30 (thirty) minutes after the contractor’s representative arrives at the service location:
        • No access to the equipment has been provided.
        • Power supply to the equipment has not been ensured.
        • Other necessary conditions for inspection, diagnostics, equipment restoration, or other work have not been created.

Maintenance required due to reasons specified in clauses 9 and 10 shall be carried out based on a separate agreement between the parties. Upon completion of the work, a service completion report is drawn up in accordance with the rates approved by the contractor, which are provided separately, and the cost of spare parts, which is additionally agreed upon for each order, along with a list of services provided under additional maintenance and the corresponding service costs.

In case maintenance is required at the customer’s initiative outside the established service schedule or in the absence of a fixed service fee, the customer may pay for the contractor’s work in accordance with the rates approved by the contractor, as specified in the annex, and the agreed-upon spare parts for the equipment.

The cost of post-warranty maintenance.

The cost of equipment maintenance is fixed for the payment period and does not include the cost of repair services or the necessary spare parts for repairing liquid crystal panels. The customer does not pay for the maintenance of equipment supplied by AIDANKO under a specific agreement during the warranty period, which lasts 12 (twelve) months from the installation of the equipment at the customer’s branch, including the warranty for liquid crystal panels.

Responsibility of the parties.

In case of failure to meet the deadlines for equipment maintenance, the contractor shall pay a penalty by withholding from the monthly service payment according to the table provided below:

Problem Level | Penalty Amount from the Monthly Equipment Maintenance Cost at the Customer’s Branch for Delay Beyond the Service Deadline and Duration of the Delay

1st Level: More than 2 x NBD — 5% penalty. More than 4 x NBD — 10% penalty. More than 6 x NBD — 20% penalty.

2nd Level: More than 1 x NBD — 5% penalty. More than 2 x NBD — 10% penalty. More than 3 x NBD — 20% penalty.

Priority (Criticality) Levels of Problems:

1st Level: Equipment has failed, but it does not affect the overall operation of the system at the branch.

2nd Level: Equipment has failed, and it disrupts the overall operation of the system at the branch.

The contractor is not responsible for any indirect or consequential damages, whether foreseen or not, even if the contractor was warned about the possibility of such damages arising from or in connection with the use of software embedded in the equipment, nor for damages resulting from break-ins, theft, fraud, robbery, fire, or loss of funds. The contractor assumes responsibility only in cases of loss or damage caused by the contractor’s negligence during service or transportation related to the equipment maintenance.

The contractor does not undertake any obligation to defend, indemnify, or reimburse the customer for any amounts the customer must pay to a third party for claims, lawsuits, lawsuits, judgments, or liabilities to third parties arising out of or related to the customer’s use of software embedded in the equipment. The customer agrees to hold the contractor harmless and not to make any claims against the contractor in such cases.

Specification of Additional Services:

 

Specialist call categories are defined as follows:

** Category I – settlement where there is a representative office or service center;

** Category II – settlement located up to 50 km from the settlement where there is a representative office or service center;

** Category III – settlement located more than 50 km from the settlement where there is a representative office or service center.

Cities with representative offices:

1. Kyiv
2. Cherkasy
3. Zhytomyr
4. Chernihiv
5. Dnipro
6. Vinnytsia
7. Ivano-Frankivsk
8. Zaporizhzhia
9. Khmelnytskyi
10. Poltava
11. Sumy
12. Kropyvnytskyi
13. Lviv
14. Odesa
15. Mykolaiv
16. Chernivtsi
17. Kharkiv
18. Rivne
19. Ternopil
20. Uzhhorod
21. Kremenchuk
22. Mukachevo
23. Lubny