On the part of the contractor, without prejudice to the relative  Service level agreement Software  maintenance shall involve:  (1)  preparing and sending the contractor all documents and additional information at its  disposal which the contractor might reasonably request in order to detect and correct errors;  (2)  testing and accepting, when it is reasonable to do so,  New versions or  New releases of  Software , as proposed by the contractor. One year after the date of such an acceptance,  the contractor is no longer required to provide maintenance for previous versions or  releases of  Software  and any dependent Products;  (3)  installing any preventive corrections provided by the contractor as long as it is agreed that  such corrections are necessary.  (1)  diagnosing errors or faults encountered by the contractor or the contracting authority in the  content of the  Software  and making any necessary corrections; the contractor shall effect  corrections only if the error can be reproduced or if the contracting authority provides the  contractor with sufficient information from which the error can be diagnosed;  (2)  providing the contracting authority with successive  Software  versions and releases and the  relevant reference  Documentation ; installing  New releases  and  New versions  free of charge  on the existing  hardware  at the contracting authority’s request; where necessary, adapting  Products  and/or information Systems that were using the previous version of the  Software ,  free of charge;  (3)  effecting all the  Software  corrections (including patches) needed to ensure that the  Systems operate as specified in the  Documentation  within thirty (30)  Normal working days  of receipt  of a notification by a  Means of communication  from the contracting authority giving details of  a problem;  (4)  rewriting the  Software where necessary so as to correct all known problems or faults  diagnosed by the contractor;  (5)  providing telephone support for the contracting authority during  Normal working hours to  advise it on the use of  Software ;  (6)  providing "hot–line" support to resolve urgent problems and  System  failures.  IV.6.3.4.  The contractor undertakes to provide the contracting authority, upon request, with any  remote maintenance service, which it operates or intends to set up. The remote  maintenance service must comply with the rules set out in the framework contract. All terminal  connection, utilisation and communication charges shall be borne by the contractor.  IV.6.3.5.  Responsibility for diagnosis  IV.6.3.6.  The expenses due to an intervention of the contractor necessitated by a serious error of the  contracting authority, recognised as such by the contracting authority, shall be borne by the  contracting authority, according to the conditions and prices in the framework contract.  IV.6.3.7.  Technical modifications by the contractor  IV.6.3.8.  Equipment  The contractor has sole responsibility for diagnosing and determining the origin of failures  affecting all or part of the  System  or  Products . As part of this obligation, the contractor shall, in  the event of a diagnosis error, reimburse any costs incurred by the contracting authority as a  result of needless corrective action carried out by another supplier.  The contractor may propose modifications on its own initiative. It will implement them, with the  contracting authority’s consent, at times agreed by both Parties. These modifications may not  entail any additional cost to the contracting authority or cause any deterioration in performance  or loss of function.  Page 30 of 40 