Annual Support – Tango 12 Month Service Agreement

1. Scope of Services

The Service Provider agrees to provide the Client with the following support services as outlined below:

System Features

• Remote Control Access: Full remote access (24/7) to the system from anywhere in the world with an internet connection.
• Critical System Updates: Ensuring critical systems are up-to-date with security patches.
• SSL Certificates: Annual renewal and remote installation of security keys for system access.
• Remote Assistance: Telephone or remote assistance for critical issues, included for 5 hours per year during regular business hours.
• Remote Network Management: Assistance with WiFi and network issues.
• Future OS/Feature Upgrades: The Client is entitled to a 35% discount on new version upgrades.

Technical Support

• Live Technical Support Line (WhatsApp): Available Monday to Friday, 8:00 AM to 6:00 PM, with responses outside business hours subject to team availability.
• AI Technical Support: Available 24/7 via the online support platform: https://Avario.support.
• Configuration Changes: Lifestyle concierge services for system modifications at discounted rates.

Onsite Technical Assistance

• Technical Callout (Business Hours): Onsite visits between 9:00 AM to 6:00 PM, Monday through Friday, for AED 375 (includes one hour of service and travel up to one hour). Additional technician hours are billed at discounted contract rates (+35% for after-hours service).
• Replacement Parts: A 15% discount on parts requiring replacement.

2. Discounted Service Rates

The following discounted rates will apply for onsite technical assistance and additional services:

3. Term of Agreement

• Annual Billing: This Agreement will commence on the date the Service Provider receives payment from the Client and will remain valid for a period of twelve (12) months from that date. After this term, the Agreement will automatically renew with any changes to the terms or rates being communicated to the Client upon renewal.
• Monthly Billing: This Agreement will commence on the date the Service Provider receives payment from the Client and will remain valid for a period of 30 Days from that date. After this term, the Agreement will automatically renew with any changes to the terms or rates being communicated to the Client upon renewal.

4. Transferring Ownership

• In cases where a new owner or tenant moves into the flat while the Agreement is in place, a transfer fee of 450 AED will apply. This fee includes setting up a new account for the new owner/tenant and providing basic instructions on how the system works.

5. Hold Harmless Clause

• The Client agrees to indemnify, defend, and hold harmless the Service Provider, its employees, agents, and affiliates from and against any claims, damages, liabilities, costs, and expenses (including legal fees) arising from the use of the system or services provided under this Agreement, except in cases of gross negligence or willful misconduct by the Service Provider.

6. Termination

• Either party may terminate this Agreement with 10 days’ written notice. Upon termination, the Client shall pay for all services rendered and expenses incurred up to the date of termination. Upon termination, all paid fees are considered non-refundable.

7. Entire Agreement

• This Agreement constitutes the entire agreement between the Parties and supersedes all prior agreements, understandings, or representations.