Terms for service

Standard terms and conditions for Service by TTT

These Terms service by Theunissen Technical Trading (TTT) apply to systems (including equipment and any peripherals) and / or products provided by TTT. Examples of delivered systems and products are onboard communications systems, fire detection systems, electrical power supply systems and reverse osmosis systems. Service work always follow after a specific request from the client.

Service

Service is defined as the combination of all the work needed to repair or enhance a fully installed andmechanically and electrically fully connected system or product that requires repair according to the client. Thisprovision of service and, if necessary, replacement of parts, is essentially corrective or, if TTT believes this isnecessary, (partly also) preventive. The service of a system is summarized on basis of a Service Report modelestablished by TTT and includes, amongst others, checking procedure of the functionality of hardware and / orsoftware, as well as the specific identification of the cause or causes of a failure. The client is considered toaccept these "Terms for service by TTT" and to have agreed to them prior to the execution of the service work.In carrying out the service work the description of the fault, failure or problem, as given by the contact personof the client (this can also be an intermediary) is taken as a starting point. In essence, the purpose of the service will be to solve the described shortcoming or failure as communicated by the customer. A wider audit ofoperation and functionality of the system or product is common, but a fully functional test (also in all areasother than specified by the client) should not automatically be deemed to have been carried out.
All the documents and / or drawings necessary for the repair of the system or product should be available for TTT prior to the start of the service.

Exclusion of activities

Errors in connection that emerged during the service job should be restored in principle, by personnel of theclient. It is considered additional work in case TTT is to perform forthcoming repairs. When such repairs requiresubstantial time, TTT will inform the client or the duly designated contact on site in advance.
If connection to external systems or products, not delivered by TTT, is ought to be applicable or necessary
(e.g. VDR, GSM network, shore lines or fire detection system), all these connections shall be deemed to be correct and operational. In carrying out service work, unless specifically predeterminedbetween the client and the TTT, the connections as well as the possible effects of the service job on externalconnected devices will not automatically be checked or measured.

The client must, as far as programming of texts or functionalities is ought to be applicable for the service job onthe system or product, indicate to TTT to whether there is any specific programming, which should be retainedin the system for which the service is requested. TTT will if necessary copy the specific programming of any suchsystem prior to servicing, to ensure client specific settings are not written over by mistake.

Warranty

For the warranty, please refer to our general terms and conditions. To the extent that new components areused in a product or system, the warranty conditions for that component will apply as of the day of completionof the service job, excluding influences that cannot be foreseen such as the influence of external devices orwiring errors. If the influence of external products or systems, not by TTT delivered, on the systems or productssupplied by TTT cannot be assessed during the service job by TTT, for example because these external systemsor products at the time of the service job are not (entirely) are operational, the warranty of TTT will no longerapply to all the (system) components of the system or product supplied by TTT, in so far as the functioning ofthe system or product might be affected in any possible way by this external system or product.

Service work performed during the warranty period, which is not caused by defects of the equipment itself, isexcluded from any warranty and will be separately invoiced to the customer for the prevailing TTT rates. Causes for such work, excluded from warranty, include amongst others:

Careless or incorrect use, negligence, rough handling, intentional abuse or destruction, (repair) workon the equipment executed by others than TTT staff;
climatic and meteorological influences such as storm damage, lightning damage, fire, explosion,damage due to tumbling of equipment, collapse, loss or theft, acts of destruction or equivalent causes;
Humidity, water damage, hazardous fumes or gases, the effects of temperature, contamination by sand or dust, the effects of acids;
The failure of the electrical voltage or disturbances due to connection to incorrect power voltages
Desired changes or modifications by the client, connections of auxiliary or peripheral equipment,displacements;
The placement of components, which can be carried out in a simple manner by the client itself.

Access to systems and products

The client is responsible for creating an environment in which the service job can be properly executed. Duringthe period of service there shall at all times be unrestricted access to the systems (incl. peripherals) and / orproducts that are to be repaired. TTT is entitled to charge the client for delay time caused by poor accessibilityto the equipment and peripheral equipment which is to be repaired.

Safe working environment

TTT highly values the safety of its personnel. When performing work, also on location, it is a basic principle thatthe safety of the personnel of TTT is not to be compromised at any time. To this end, the employees of TTTmight use appropriate Personal Protective Equipment (PPE) in case they deem this necessary. The client mustalso ensure that the work environment is and remains safe for the employees of TTT. This client concern for asafe working environment includes preventing the release of hazardous substances or gases, offering additionalrequirement or required safety devices and security measures (such as for working at height) and the prevention of exposure to hazardous activities by third parties.

Staff deployment

TTT determines the necessary manpower for the service based on experience as well as the size of the systemor product to be serviced. A staff member will be appointed by the client as a point of contact on location aswell as for providing assistance to TTT, as far as this is deemed necessary by TTT, during the entire period ofservice.

Transfer of responsibility

The service is completed by signing the Service Report, that summarizes the results of the service work carriedout by the service engineer of TTT, both by the representative of the client and the service engineer of TTT.Possible transfer of the system or product to entities other than the client, such as an installer, owner orclassifying authority, can only take place in the presence of and cooperation with a duly authorized employeeof the part of the client.

Overtime

If a service engineer of TTT, during the execution of the service job, assesses that any activities are necessarywhich, also based on the starting points in these Terms for Service by TTT, are ought not to be part of the servicejob, the service engineer will make this known to the client. In the Service Report from TTT, which is to be signedby both the client and the service engineer of TTT, explicit mention should be made of such additional work that is deemed necessary. In so far as such deviations lead to performing additional work, which is regarded not tobe part of the service job according to the starting points in these Terms for Service by TTT, such additional workwill charged to the customer in accordance with these terms and based on the prevailing rates of TTT at thattime. Such additional work is to be ordered in written from TTT before TTT can commence to perform theadditional work.

Liability and miscellaneous conditions

TTT is not liable for any damage that client suffers as a result of failure or malfunctioning of the equipment,or for any other direct or indirect damages that client or its affiliates that use lead of the equipment.
TTT cannot be held liable for any costs arising out of activities performed by our client on any of the productsor systems supplied by TTT, without expressly prior permission in written given by TTT.
A service job can be cancelled by the client up to 24 hours prior to the planned service job free of charge,provided no specific charges have been made by TTT (including airfare, hotel, etc.). If the planned servicecannot be performed at the appointed time, and TTT fails to be informed in due time, already has
commenced travelling or are already has personnel present on location or already has made any costs (eg airline tickets, hotel costs etc.), TTT is compelled to charge aby forthcoming costs, including hour rates or travel time to the client. For service outside Holland, charging costs to the client also apply in case the ship is not in port, or delayed, or in case the necessary service materials have been lost during the trip outside the responsibility of the employee(s) of TTT.
TTT is entitled to giving directions and providing advice by phone, as well as supply parts that deem to benecessary, in order to allow simple problems, repairs and operations to be executed by clients themselves.
The client is not permitted type and / or serial numbers or other identifying characteristics to remove orchange.
Any observed system or product faults shall be reported to TTT as soon as possible after their occurrence.
TTT will carry out the service and repair work with great care. In any repair job, TTT will take measures theservice engineer deems necessary to rapidly eliminate the system or product fault or malfunctioning.

Protocol service department TTT in Corona time

Since March 2020, the world has been facing the risk of infection with the Corona virus. Since the consequences of infection can in some cases be very serious and as there is as yet no effective medicine or vaccine to combat the disease COVID-19, Theunissen Technical Trading BV (TTT) is also forced to take specific safety measures for working conditions for its employees. This protocol has been drawn up by TTT specifically for service engineers, who regularly have to perform work on location.

Guidelines intake service assignments

Determine where the service will take place. If this is outside the Netherlands, determine whether the requested service should take place in a country designated by the Dutch government as a country with risks: code yellow, orange or red:

In case of code yellow: observance of all standard safety measures
In case of code orange: determine to what extent the service is necessary or urgent; determine which specific security risks there are with regard to the Coronavirus for this country, determine whether a service can be performed within the limits of this protocol, determine whether (if the previous questions answered yes) the relevant service engineer is willing to perform the relevant service job
In case of code red: service for that particular location of the ship will have to be rejected

Verify that the service can be performed safely on board. It is required of the ship owner and crew that a sufficient distance can be maintained (at least 1 m) from other persons present, that the installation(s) to be inspected / repaired are easily accessible and that the use of protective equipment against contamination is permitted / encouraged on board. It is also required by TTT that there are no Corona infected persons on board the ship to be visited, or that persons who are infected are prevented from entering areas where our service engineers are present, or working, at that moment. In addition, TTT requests that, to the extent this is possible, any area where work is carried out for longer than half an hour is sufficiently ventilated with fresh outside air. Finally, TTT assumes that the ship's crew is aware that it is important to minimize the risks of contamination as much as possible and therefore acts accordingly, including washing hands regularly, regular cleaning of contact surfaces, cough or sneeze only in the elbow and keeping sufficient distance from each other at all times.

TTT will always independently decide whether or not to accept an application, with due observance of the above principles.

Guidelines for commitment to perform service job

The client has been informed in advance about this protocol and agrees with its contents.
TTT will not send a Service Engineer in case the Service Engineer in question shows signs that may indicate Corona (coughing, sore throat, fever, etc.). In order to still be able to commit to an urgent service job, in that case, at most, a corona test can be used to determine contamination. The service job can only continue in the event of a negative result despite the observed symptoms of illness. If there are no signs of disease, TTT considers a corona test prior to the service job not necessary.
A risk estimation is made by TTT for each requested service job, using the risk profile from the Dutch government as the first guideline (color code risk and specific measures for the country concerned). If TT considers to honour the service job, the Service Engineer will always be asked for approval. The service job is only carried out if the Service Engineer agrees to this in advance. In any case, a service job will not be carried out in a country that is designated by the Dutch government with a risk profile 'code red'.
Up to the day and time of departure, possible adjustments in the travel advice of the Dutch government with regard to the country or area of destination will be monitored by TTT. If changes occur in this risk situation, TTT may decide to withdraw an already made commitment to perform service work. TTT will of course inform the customer of such change immediately.

Performance of work on location, including travel and accommodation

During the service job in a country that has received a code orange risk profile from the Dutch government, the service engineer will only stay at the airport, hotel, work location and in the necessary means of transport needed to travel between these locations. The Service Engineer is not allowed to go to locations other than these.
If the risk profile (issued by the Dutch government) of the country or region where the work is taking place changes to code red, the employee will be transferred back to the Netherlands immediately or as soon as possible, even if the job on board has not yet been completed. In case of early departure of the Service Engineer, the client will be informed by TTT, as well as consulted how to proceed from there and in which alternative way the work can still be completed (follow-up at another location, online service support, telephone support from technicians on board, etc.).
All security measures in force, both in the Netherlands, during the journey and in the country of destination, must always be followed. For example, a mouth mask will always have to be worn while traveling on the plane.
The Service Engineer has been provided with safety equipment to prevent contamination with the Coronavirius, including face masks, disposable gloves, disinfectant gel, disinfectant wipes (70% isopropyl alcohol wipes) and safety glasses. The Service Engineer is expected to use these resources where necessary and, if needed, to request a supplement in due time.
The Service Engineer will not shake hands
The Service Engineer will regularly wash his/her hands and / or use a disinfectant hand gel with a minimum of 70% alcohol. (min. 6x / day, at least before dinner, after going to the toilet, after traveling by public transport, after cleaning.)
The Service Engineer is aware that he / she should not touch his / her own face or should touch it as little as possible and acts accordingly.
The Service Engineer sneezes and coughs into his/her own elbow, if necessary, or uses his/her own paper tissues, throwing them away after one use, followed by washing the hands.
The Service Engineer keeps as much distance as possible from others in the workplace; in any case the internationally recommended minimum distance of 1.0 meter by the WHO is respected.
If keeping a distance of 1.0 m is unavoidable, a mouth mask is used. Gloves may also be worn at the own discretion of the Service Engineer.
The Service Engineer will regularly clean tools and work surfaces if possible with disinfectant wipes (70% isopropyl alcohol wipes).
The Service Engineer will not share his/her tools and telephone with others.
The Service Engineer ensures that equipment, tools and PPE are and remain clean.
When carrying out work that takes place on board for a longer period of time, the Service Engineer will check whether there are possibilities to adequately ventilate the space with fresh air.
If necessary, the Service Engineer may inform others of the necessity of keeping a distance, in case this measure is not being sufficiently observed.
In the event that the Service Engineer in one way or another does not feel safe during the execution of the work, he/she will make this known on location and, if he/she deems it necessary, also to his supervisor at TTT. TTT reserves the right to critically assess the client on the maintenance of safety measures on board and to be able to decide, as an ultimate consequence, that work is stopped until the safety for the Service Engineer can be guaranteed again.
In the event that the Service Engineer notices symptoms during the trip or during the performance of the work, which could possibly indicate infection with the Coronavirus, he must immediately report this to a contact person representing the client. It can then be determined on site whether and to what extent the activities can be continued or should be discontinued.
TTT uses digital signing to sign off the Service Report.

Performance of work on location, including travel and accommodation

If a Service Engineer returns from a service job abroad, designated by the Dutch government as a risk area with code orange and where home quarantine is recommended, he must undergo a Corona test within 48 hours. Until the result is known, the employee remains at home in quarantine, or is enabled to perform work at TTT isolated from other employees, provided travelling to and from work is done on an individual basis.
As an exception to the guideline above, no Corona test will be performed and self-quarantine will not be requested (assuming of course that no disease symptoms occur), if the Service Engineer goes to a service location that is marked as orange, but where the involves a job in which only the ship itself is visited and where there is a return trip on the same day, without visiting any other location than the ship itself (example: port of Antwerp).
Only after the corona test has produced a negative result (no corona has been determined), can the employee again perform work on location or at TTT, without having to observe other restrictions than those in force for all employees (distance wash hands regularly, cough and sneeze in the elbow).

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