Warranty and Maintenance Policy
| Code | CS.KD-01/TVTS |
| Effective Date | 10/07/2022 |
| Edition | 01 |
Nội dung
1. WARRANTY POLICY.
1.1 Warranty period for goods or works.
TVTS commits to implementing the warranty policy with the following main contents:
- The entire System, equipment, and quality comply with the technical standards provided to customers. The equipment provided is made from suitable, high-quality materials. To ensure the quality of the manufacturing, assembly, installation, and operation of the equipment and systems.
- TVTS is responsible for implementing the warranty policy for materials and equipment for goods or works. The period is from 06 months to 12 months from the date of acceptance and handover for use. According to Decree 46/2015/ND-CP.
1.2 Warranty policy.
Thinh Vuong Technical Services Joint Stock Company (TVTS) commits to implement the warranty policy with the following main contents:
1.2.1 Warranty period.
- During the first year of system operation, TVTS will provide support activities on a basic basis when the Investor requests. TVTS staff is always ready to support via: phone, fax, email when the system operation has problems. In case of necessity, TVTS technicians will be present directly at the construction site. Handle any problems that occur and provide instructions on how to fix them.
- If technical errors are discovered or if the quality of the equipment is not in accordance with the technical conditions of the contract. The Customer has the right to request TVTS to provide warranty by means of a Defect Notification Form.
- At the same time, conduct periodic inspections and monitoring of the project within the period from the date of handover: 1 month, 3 months, 6 months, 9 months, 12 months. During this period, when detecting damage or defects of the project, or any problems occur as notified by the owner or manager. Based on the collected information, TVTS will work with specialized staff and workers to inspect the site. Immediately repair or replace damaged or malfunctioning parts, equipment, and items. Ensure the system operates normally.
1.2.2 Warranty scope.
- The content of equipment warranty work includes: troubleshooting, repair, replacement of damaged equipment. During the warranty period due to TVTS’s fault, we will bear the costs related to repair, replacement and troubleshooting.
- Upon receiving notification from the customer. TVTS will send technical staff to the scene as soon as possible to fix the problem.
1.2.3 Quy trình xử lý sự cố trong thời gian bảo hành.
- Within 24 hours, TVTS will notify the customer of the results of the review of the reported errors. For minor errors, TVTS will fix them within 24 hours at its own expense.
- In case the errors are confirmed correctly. TVTS at its own expense, must immediately but not later than 48 hours from the date of receiving the error notification from the customer. Proceed to replace, repair the defects until the equipment achieves perfect quality. We can also propose other solutions, but must be accepted in writing by the customer.
- If the above time limits are exceeded, the customer has the right to take corrective measures without consulting TVTS. In that case, TVTS will bear all costs related to correcting this error.
- In addition, TVTS is ready to fix problems that are not covered by its warranty. To ensure continuous operation of the equipment. And can provide customers with spare parts at the best price after the warranty expires.
1.2.4 Regulations and other issues related to warranty policy.
- TVTS has the right to refuse warranty in cases of damage or defects arising not due to TVTS’s fault or due to force majeure. Customers or managers and users of the construction are responsible for complying with regulations on operation and maintenance of construction works during the process of exploitation and use of the construction works.
- Customers are responsible for checking and accepting the implementation of TVTS in construction works or equipment supply.
- Confirmation of completion of construction warranty:
- At the end of the warranty period, TVTS will prepare a report on the completion of the warranty work and send it to the customer. The customer is responsible for confirming the completion of the construction warranty to TVTS in writing;
- The owner or manager, user of the construction is responsible for participating in confirming the completion of the warranty for TVTS when requested by the Investor.
- During the periodic inspection, the inspector must learn and grasp the following information:
- Operating parameters of the entire system.
- Operating parameters of each detail, equipment, and machine in each category as well as each category in the system. These indicators are taken from the operating logbook and from the operating workers.
- Review of machinery and equipment.
- Instruct operators on how to troubleshoot common problems.
- Instructions on how to operate in an emergency, waiting for someone to come repair and replace the equipment.
2. SYSTEM MAINTENANCE
2.1 Structure and organizational chart of maintenance process.
- Maintenance for the works and equipment in the Station is carried out regularly to ensure the stability of the entire plant’s operation, high efficiency and quality always meeting the requirements.
- TVTS will carry out maintenance work (within 12 to 24 months). The detailed content of maintenance and maintenance for the equipment will be carried out according to the manufacturer’s instructions.
- TVTS will follow a maintenance process, program, plan and be approved by the investor with the following information exchange and decision plan:
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- During the warranty period, TVTS is responsible for assigning staff to check the technical condition of all equipment and facilities in the factory, as well as the technology, operating status of the entire system and consult the owner for technical measures, which need to be taken to ensure high efficiency and stable operation of the factory.
- After the warranty period, when the owner has maintenance needs for the facilities, the owner can sign a contract with us to receive timely and effective support from TVTS experts and skilled workers.
2.2 Maintenance plan
- TVTS will have to establish a warranty and maintenance process, establish a list of equipment to be maintained, and develop a repair sequence plan for each equipment, according to the general schedule of the factory.
- Establish a process for responding to emergency incidents during warranty and maintenance.
- Establish and prepare documents to monitor and inspect the maintenance process
- Provide services to supply equipment, machinery, materials, and spare parts used in the maintenance process.
- The maintenance process demonstrates the methods of performing maintenance from communication, implementation subjects (including investors, TVTS, beneficiaries, service and material suppliers), and the ability to respond in all cases. In particular, TVTS will arrange and elect specialized staff, introduce suppliers of replacement materials and equipment. The powers and responsibilities must also be fully and clearly stated.
- List of maintenance equipment with maintenance plan, frequency, as well as details of spare parts, work items to complete maintenance of a device. The list includes all equipment that TVTS has supplied and installed.
- TVTS commits to providing maintenance, repair services, providing consumables and spare parts for at least 10 years from the date of acceptance and putting the equipment system into use. (The cost of materials, spare parts, and labor for maintenance after the system warranty period expires will be agreed upon between the investor and TVTS)
- TVTS or in conjunction with the investor and the beneficiary establishes monitoring documents and confirms the maintenance process.
2.3 Documents required during maintenance include:
+ Operation logbook;
+ Maintenance logbook;
+ Documents on import and export of materials and equipment;
+ Settlement documents.
+ Other relevant official dispatches and documents.
