time from its arrival, it shall make a substitute  Product  available to the contracting authority for  the duration of the repair.  Repairs,  Extension s and modifications to the  System  shall be carried out only by the contractor  or the firms authorised by it.  Preventive maintenance operations shall be scheduled periodically, by agreement between the  contracting authority and the contractor.  The contractor shall carry out corrective maintenance involving debugging, repair or  replacement of faulty  Product s at the contracting authority’s request. The contractor  undertakes, during these operations, to comply with the contracting authority’s current central  service desk action procedure when the failure occurs, as is described in Annex I.  The contractor will formally close each maintenance operation. At the same time it will supply  the information needed to measure the quality of the service and the  Product s against the  standards laid down in the framework contract. Where computer security has been affected it  will submit a report.  The contractor shall compile a monthly management report giving the following particulars of  corrective maintenance carried out, without prejudice to the relative  Service Level Agreement :  On the part of the contracting authority,  Hardware  maintenance shall involve the obligation to  use the  Products  as specified in the  Documentation  and the installation requirements, and not  to alter or repair them itself . On the part of the contractor, without prejudice to the relative  Service level agreement ,  corrective  Hardware  maintenance shall involve:  Maintenance shall not include the complete repair of all or part of any Hardware products that  are no longer functional as a result of everyday wear and tear. If the contracting authority  decides not to carry out the restoration proposed by the contractor, the Hardware products in  question will be withdrawn from the framework contract.  On the part of the contracting authority, without prejudice to the relative  Service level agreement ,  Software  maintenance shall involve:  (1)  a list of outstanding problems, with the cause and the expected date of resolution;  (2)  an analysis of problems encountered by type of failure and  Product ;  (3)  various statistics as requested by t h e c o n t r a c t i n g a u t h o r i t y to enable it to  produce an internal audit report.  (1)  diagnosing the cause of failures affecting  Products  or  Systems , whether they are due  to its  Products  or not;  (2)  correcting faults as rapidly as possible;  (3)  replacing components, printed circuits and electronic units that prove defective in the course  of normal use, and effecting any alterations deemed necessary by it to improve operation of  the  Systems ;  (4)  acting as the link with its own central maintenance departments;  (5)  reprogramming or replacing  Software  in the event of error;  (6)  providing "hot–line" support to resolve urgent problems and  System  failures;  (7)  providing drivers for correct function of  Hardware products .  IV.6.3.3.  Software Page 29 of 40  IV.6.3.2.  Hardware