Field Service Support Addendum

The terms set forth in this Field Service Support Addendum (this “Addendum”) are applicable to any services where PDI provides on-site break/fix support to the user, to repair or replace Supported Equipment (defined below) when there is a failure (“Field Service Support”).

1. Supported Equipment. PDI will provide onsite break/fix support for the supported Hardware and/or Third Party Products as agreed between the Parties in the applicable Order Form for Field Service Support (the “Supported Equipment”).

2. Field Service Support Hours. PDI will provide Field Service Support 362 days per year, excluding Christmas Day, Boxing Day and New Year’s Day, between the hours of 08:00 to 20:00 GMT Monday to Sunday in respect of Supported Equipment covered under a Field Service Support Order Form.

3. Requesting Field Service Support. In the event of a breakdown, malfunction or necessary repair being required in respect of Supported Equipment, the Customer will contact PDI Helpdesk and PDI Helpdesk will attempt to resolve the issue. If the PDI Helpdesk is unsuccessful in resolving the issue, PDI will arrange for an engineer/technician capable of resolving the problem and equipped with appropriate materials, tools and equipment to attempt to resolve the problem on site of the Supported Equipment. The PDI engineer/technician will repair or replace at PDI’s sole discretion the Support Equipment in question and return it to full operation as soon as practicable, subject to any exclusions specified in the applicable Order Form.

4. Items Excluded from Field Service Support. Repairs to Supported Equipment required as a result of the willful or negligent damage of such Supported Equipment by the Customer or any third party are not included within the PDI Field Service Support, including, without limitation, matters such as stuck cards, physical damage, unauthorized modifications or adjustments or where the Customer fails to follow the correct procedures for use of the Supported Equipment. Any call outs and subsequent labour and parts required to repair or replace the relevant Supported Equipment pursuant to this Section 4 will be chargeable to the Customer in accordance with PDI’s standard rates. Such charges may require payment in full prior to the repair and/or replacement of Supported Equipment.

5. Field Service Support Zones.

a. Zones. Subject to Section 5(b) below, PDI Field Service Support will respond to the following standard service zones (each a “Zone”):

(1) Zone 1: England, Wales and Scotland – (Excluding Highlands and Islands)

(2) Zone 2: Highlands and Islands of Scotland

(3) Zone 3: Northern Island, Isle of Man, Isles of Scilly, Channel Islands and other areas where third party contractors are used to provide Field Service Support.

b. Service Zone Exclusions.

(1) Within each Zone, remote locations, listed as postcode exclusions, will be excluded from the Zone service levels, as shown in the table in Section 7 below. These locations will continue to be supported and resolution will be based on reasonable endeavours. Any additional costs incurred in order to attend the site will be borne by the Customer and require approval, in advance.

(2) Offshore Islands in Zone 2, defined in the postcode exclusions in Section 7 below will be offered Field Service Support, but without onsite engineer attendance. Onsite engineering costs including travel, accommodation and subsistence will be priced on a per job basis. PDI will provide a quote for the work which, once agreed by the Customer, a schedule will be provided for the completion of the work. Any further work identified may result in additional charges.

(3) For Supported Equipment failures that occur in remote areas and offshore islands PDI reserves the right, when practical to do so, to replace Supported Equipment by post. Any such procedure will be supported remotely by the PDI Helpdesk to ensure trouble free installation. Once a replacement has been installed by site’s chosen operative, faulty Supported Equipment must be returned to PDI, by the Customer, within 10 working days via signed for and insured delivery. Failure to return Supported Equipment in this timescale will result in a charge for full replacement value being issued.

6. Service Levels. PDI shall provide Field Services Support in accordance with the Service Levels shown below. A full list of postcodes which are excluded from standard service levels in each zone are detailed in Section 7 below.

Priority	Impact	Zone 1 Target Resolution	Zone 2	Zone 3	KPI
P1 (Critical)	System Outage Service Outage that causes severe disruption to business continuity Essential product functionality is inoperable Potential significant data loss Communication between critical parts of the solution not working for multiple users/solution modules	8 business hours	8 business hours	Subject to 3rd party agreements	90% per calendar month
P2 (Urgent)	Issue substantially impacts production Functionality with no work around Isolated critical parts of the system (including care functionality and interfaces) not functional Critical issues limited to single user issues. General product functionality issues with a known workaround	12 business hours	12 business hours	Subject to 3rd party agreements	90% per calendar month
P3 (Customer Request)	Scheduled visit or OOH work	49 business hours	As soon as reasonably practicable	As agreed with Customer
P4	Not currently in use
P5	Equipment Rollout requests· Joint Visits Out of Hours Engineer request	As soon as reasonably practicable	As soon as reasonably practicable	As agreed with Customer
Current Postcodes regions where exclusions may be encountered.		PO	HS, IV, KA, KW, PA, PH, ZE

7. Postcode Exclusions. The table below lists the postcodes that will be excluded from SLA calculations for Zone 1 and 2 or are unable to receive onsite Field Services Support.

Zone	Postcode	Support Type	Comments
1	PO30-41	SLA Exclusion	Isle of Wight
2	HS1-9	No Onsite Support	Isle of Harris
2	IV21-23,25-28,40-56	SLA Exclusion	**IV40 and 51 has remote Island
2	KA27 – 28	No Onsite Support	Isle of Arran
2	KW1-3 and 5-14	SLA Exclusion
2	KW15-17	No Onsite Support	Orkney
2	PA20-40, 80	SLA Exclusion
2	PA40-60, 61-78	No Onsite Support	Hebrides
2	PH36-41	SLA Exclusion	**PH41 has a remote Island
2	PH42-44	No Onsite Support	Small Isles
2	ZE1-3	No Onsite Support	Shetland

8. Customer Obligations. In addition to any obligation in the Master Terms, Customer shall:

a. provide a safe working environment for any of PDI’s staff, agents, sub-contractors consultants or employees who are required to operate at the Customer sites and will afford to them at least the same access to facilities as it provides its own staff on the Customer sites;

b. inform PDI of all health and safety rules and regulations and any other reasonable security requirements that apply at the Customer sites;

c. ensure that the environment and supply conditions suitable for the Supported Equipment are maintained in accordance with the recommendations of PDI and/or the manufacturer;

d. allow PDI access to the Supported Equipment for maintenance purposes, provide adequate working space and facilities for PDI’s staff and co-operate with them in the diagnosis of Supported Equipment malfunction, making freely available to PDI adequate records of the circumstances of Supported Equipment malfunction, and performing and reporting the results of such operator level tests as PDI shall reasonably request;

e. keep and operate the Supported Equipment in a proper and prudent manner and ensure that only competent trained employees are allowed to operate it;

f. not move the Supported Equipment from the site of installation, nor make any additional modification or adjustment to it without the prior written consent of which consent will not be unreasonably withheld, nor allow persons other than PDI’s staff to adjust, repair or maintain it;

g. promptly report to PDI any operational problems requiring maintenance action;

h. when a fault is reported to the PDI Help Desk requiring a Field Services maintenance engineer, if it is subsequently resolved without the need for a Field Services maintenance engineer to attend, this status must be promptly reported to the Help Desk to avoid unnecessary Engineer visits. Failure to meet this requirement may result in a charge to Customer; and

i. understand that PDI is not responsible for diagnosing or remedying issues caused by or with 3rd party kit, e.g. BT line faults, Pump issues, Power supply etc. PDI may charge where PDI has undertaken work to this effect, it is the Customer’s responsibility to escalate issues and source responses from 3rd party providers.

9. Customer Site. PDI shall not be responsible for:

a. unlocking/locking up of the Customer Sites or the setting of any alarm system; or

b. any personal belongings, equipment, or previously un-noted damage to property in or to the Customer sites whilst performing its obligations under this Addendum.

10. Title. As between the Parties, all defective parts, permanently removed by PDI will become the property of PDI and the replacements will become property of the Customer. Replacement Supported Equipment may be new PDI Supported Equipment or refurbished to ‘as new’ condition.

11. Missing Parts. Where Supported Equipment is removed from the site and parts are missing including accessories, PDI shall replace all such missing parts and may charge for cosmetic damage at PDI’s standard rates.

12. Software Changes. On occasion PDI may require engineering or software changes to be applied at the site, scheduling of time to install such changes will be by mutual agreement between PDI and the Customer. Refusal by the Customer to allow installation of any change within sixty days of request will relieve PDI of any obligation to install any further changes on that machine. Changes required by the Customer but not deemed necessary by PDI will be implemented at PDI’s discretion but may incur a charge.

13. WEEE Directive and Disposal. The Customer shall be responsible for the disposal of Supported Equipment that is their property in accordance with the WEEE directive, unless otherwise agreed to by the Parties in writing. Defective Supported Equipment removed from the site, that cannot be refurbished, will be disposed of by PDI in accordance with the WEEE directive.

14. Private Parking Charges. Should the vehicle parking area for a store location be managed by independent parking enforcement and in the processes of undertaking a support visit, a PDI vehicle exceeds the standard permitted parking duration, PDI reserves the right to recharge any parking charges incurred to the Customer, where an appeal to the issuing enforcement authority has been un-successful.