This contract is made between the two parties whose complete details are provided in the attached contracting form, hereinafter referred to as "the First Party" (Service Provider for Support and Maintenance) and "the Second Party" (Client / Owner of the Equipment), collectively referred to as "the Two Parties." In accordance with the provisions of the Egyptian Civil Law No. 131 of 1948, the Commercial Law No. 17 of 1999, the Personal Data Protection Law No. 151 of 2020, the Anti-Cyber Crimes Law No. 175 of 2018, and the Consumer Protection Laws and regulations in force in the Arab Republic of Egypt, this contract aims to regulate the relationship of support and maintenance of technical devices and equipment between the First Party (Service Provider for Support and Maintenance) and the Second Party (Client / Owner of the Equipment). The service provider commits to provide technical support services, preventive and corrective maintenance, repairs, replacement of spare parts, remote technical support, and on-site presence for technical devices and equipment (computers, servers, network devices, printers, storage devices, etc.) owned by or under the management of the client, in exchange for an agreed fee, with the scope of maintenance defined, service levels, response times, spare parts conditions, repair warranties, confidentiality conditions, compensation and penalties conditions, and rights of rescission and termination, all within a framework of transparency and adherence to the highest standards of technical support and maintenance and the governing laws in the Arab Republic of Egypt. The two parties have agreed as follows:

Article (1) Definitions of the Contract
1- The words and phrases listed below - wherever they appear in this contract - shall have the meanings specified next to each of them, unless the context necessitates another meaning:
2- Contract: refers to this Support and Maintenance Agreement for the devices in its entirety, including all its provisions and annexes, and its introduction shall be considered an integral part thereof.
3- Service Provider: the first party to this contract, being the natural or legal person specialized in providing technical support and maintenance services for technical devices and equipment, equipped with the necessary technical staff and spare parts.
4- Client: the second party to this contract, being the owner of the devices or responsible for them, or legally authorized to contract concerning them.
5- Devices: the technical equipment, devices, systems, and physical components subject to maintenance and support under this contract, as specified in Annex (1) of this contract, including computers, servers, network devices, printers, storage devices, display devices, communication devices, and any other devices.
6- Preventive Maintenance: the periodic services aimed at preventing malfunctions and maintaining the performance of the devices, including cleaning, lubrication, calibration, component inspection, firmware updates, and replacement of consumable materials.
7- Corrective Maintenance (Repair): the repair of malfunctions and defects that occur in the devices during operation, including the replacement of damaged components, reinstallation of devices, and correction of technical issues.
8- Remote Technical Support: provision of technical support to the client via phone, email, internet, or remote communication tools, to diagnose and resolve issues without the need for physical presence.
9- On-site Support: provision of technical support at the client’s location, by sending specialized technicians to repair or replace the devices.
10- Spare Parts: components, parts, and consumable materials that are replaced in the devices during maintenance, as specified in Annex (2) of this contract.
11- Response Time: the duration taken by the service provider to respond to the client’s technical support request.
12- Resolution Time: the duration taken by the service provider to resolve the issue definitively and return the devices to their normal operating condition.
13- Service Level (SLA): the performance and quality standards for the services, including response times, resolution times, and availability of spare parts, as specified in Annex (3) of this contract.
14- Contract Period: the duration during which the parties are bound by the provisions of this contract, as specified in Article (3) of this contract.
15- Service Fee: the amount of money the client is obliged to pay to the service provider for support and maintenance services, as specified in Article (5) of this contract.
16- Related Parties: includes subsidiaries, parent companies, sister companies, as well as managers, employees, contractors, consultants, agents, and representatives.

Article (2) Subject of the Contract and Scope of Services
1- First: Devices Subject to Support and Maintenance:
2- The service provider shall provide the client with support and maintenance services for the following devices, which are detailed in Appendix (1) of this contract:
3- Type of devices:  
4- Number of devices:  
5- Brands and models:  
6- Technical specifications:  
7- Location of devices:  
8- Condition of devices:  
9- Second: Services Provided:
10- The service provider shall provide the client with the following services, which are detailed in Appendix (2) of this contract: