AMC – Terms & Conditions

ANNUAL MAINTENANCE CONTRACTS (AMC)

The following terms and conditions shall be applicable to the AMC services provided by ServeU LLC (“ServeU”) to its customer(s)

Emergency Service

Emergency services are available 24 hours per day, 7 days per week. The emergency contact number is 800 737 838.

Emergencies will be classified as follows:

• Heavy leaks & flooding, drainage system failure or water pressure system failure
• Complete electricity failure in the property
• Complete AC failure in the property

Non-emergency faults shall be attended on the same day or the next day, subject to the availability of the ServeU team.

Any civil, variation or additional work/ service requested by the client and not forming a part of this AMC shall be quoted separately upon the client’s request.

Planned/Scheduled Maintenance

For Essential, Sure & Plus AMCs the frequency and planned maintenance included within the package will have been already stipulated prior to purchase.  

For custom AMCs the planned maintenance frequency and type will be selected by the customer at time of purchase.

In the event that the client fails, for any reason whatsoever, to attend at the address provided to ServeU to carry out the scheduled PPMs, at the scheduled time, without providing a minimum of 12 hours notice in advance to ServeU, then these PPMs will be considered as consumed. Any additional PPMs required thereafter will be charged at an additional cost.

Reactive Callouts

The client will receive as part of the AMC:

• 5 x Callouts as part of the Essential package
• Unlimited call outs as part of the Sure package
• Unlimited call outs as part of the Plus package

*For custom AMCs reactive callout frequency will be as agreed.

1 call out includes up to 1-hour of labour only. Where the fault can be rectified within this 1-hour period, no additional charge will be placed, with the exception of any parts and/or civil/access works. If the rectification requires extra hours, or any civil, variation or additional parts, works or services, then this will be quoted for and charged separately, upon the Customer’s request and the availability of the ServeU team. In the event that the Customer fails, for any reason whatsoever, to attend at the address provided to ServeU to carry out the services at the scheduled time, without providing ServeU with a minimum of 12 hours’ notice, ServeU shall be entitled to the call-out amount of AED 135 + VAT, unless it has been agreed to reschedule without charge.

Commencement and Duration of the annual maintenance contract

This AMC shall become effective after 24 hours from the point of purchase, or upon commencement of services by ServeU, whichever is sooner.

No services will be provided to Customers after the expiry date of this AMC unless mutually renewed.

This AMC may be terminated upon thirty (30) days written notice by either party to the other party.

Upon termination, all fees prior to and after the termination become payable immediately. This shall also include payment for the thirty (30) days termination notice period if the AMC is terminated prematurely under this clause.

Materials, Consumables and Spare Parts

Consumables such as grease, lubricant oil, silicone, sealant, cotton waste etc. are included.

For Essential, Sure, Plus & Custom packages all spare parts will be excluded and will be invoiced based on material and labour used to complete the scope of services over and above the package price and will be quoted separately to the client if required.

Materials, consumables and spare parts are subject to availability in the UAE.

Liability for Losses and Damages

ServeU shall not be held responsible or liable for any losses of personal items / personal property when carrying out work at a Customer’s property.

It is recommended that the Customer has adequate insurance in place to cover any damage to the property or its contents, regardless of cause, including but not limited to damages resulting from any direct or indirect actions of the ServeU team, water leakage, fire, and/or malfunctioning equipment/systems.

Should any damage to the Customer’s property/assets be found to be attributable to work carried out by ServeU, the financial liability to ServeU will be limited to the value of any amounts paid out by ServeU’s insurers.