IV.6  SPECIFIC PROVISIONS RELATING TO HARDWARE AND SOFTWARE MAINTENANCE  IV.6.1.  Common provisions  IV.6.1.1.  Contractual maintenance shall commence on the day after expiry of the guarantee period  applying to the  Product s delivered, unless another date is specified in the framework contract  or specific contract.  IV.6.1.2.  The contractor shall at all times comply with the quality standards and the maintenance  security rules contained in the framework contract.  IV.6.1.3.  The maintenance shall be provided during  Normal working hours  on  Normal working days .  T h e c o n t r a c t i n g a u t h o r i t y may require the contractor to offer maintenance  outside these times ( Extended working hours ), provided that there is an explicit provision in the  framework contract or specific contract stating the applicable rates in this case.  IV.6.1.4.  Maintenance is deemed to comprise all operations necessary to maintain a  Product  in perfect  working order, or to restore a defective  Product  or one of its components to perfect working  order, inclusive of the costs of travelling, parts and labour.  IV.6.1.5.  The provisions on  Informatics Services  consisting of maintenance apply to maintenance of both  Software  and  Hardware , except where it is apparent from the provision that only one type of  Product  is concerned.  IV.6.2.  One –shot repair of  Hardware IV.6.3.  Maintenance  IV.6.3.1.  Terms  Where the framework contract does not explicitly cover maintenance of  Hardware , the  contractor agrees to perform one-shot repairs to  Hardware  at the contracting authority’s  request. In response to such a request, the contractor shall prepare without delay an  estimate of the price of the repair and a timetable for its execution. The estimate and the  timetable shall be provided free of charge to the contracting authority, regardless of whether or  not the repair is executed. If the contracting authority accepts the estimate and timetable, a  specific contract or Order Form shall be signed between the Parties. The contractor shall not  start to repair until it has received the relevant order signed by the contracting authority. It is  explicitly agreed that all other conditions of the framework contract shall also apply to a one- shot repair.  The contractor undertakes to maintain the  Product s covered by this framework contract in  perfect working order.  In order to do this, the contractor shall at all times have a stock of spare parts or shall obtain  the necessary parts at its own and sole expense.  The contractor shall provide maintenance service on site within four (4) hours at the  contracting authority’s request. This time limit is reduced to two (2) hours in the case of a  blocked server. These time limits may be within either  Normal  or  Extended working hours ,  depending on the choice made in accordance with Article IV.6.1.3.  If the contractor is of the opinion that a repair will not be possible within the maximum repair  Page 28 of 40 