Master Service Agreement & Terms of Business | EuroCaltech UAE
Master Service Agreement & Terms of Business
This Master Service Agreement (“Agreement”) governs all services, product supplies, and equipment rentals provided by EuroCaltech to the Client. By engaging EuroCaltech for services, the Client formally agrees to be bound by the terms and conditions outlined below.
1. General Calibration Terms & Financial Policies
•Price Verification: All quoted calibration fees are preliminary and subject to final verification upon the instrument’s physical arrival at the EuroCaltech facility.
•Service Exclusions: Quoted prices cover standard calibration services exclusively. Consumables (such as batteries, fuses, and lamps), replacement parts, and the remediation of hidden defects will be billed separately.
•Configuration Fees: Any instrument configuration modifications requiring Original Equipment Manufacturer (OEM) assistance will incur additional operational expenses.
•Subcontracting: If reference equipment is unavailable, services will be outsourced to approved external vendors. These subcontracted services will be quoted in advance and require formal customer authorization.
2. Customer Logistics & Responsibilities
•Contamination Control: Customers must ensure all instruments delivered to EuroCaltech are fully decontaminated, clean, and safe for handling.
•Required Accessories: Clients are required to provide all necessary accessories alongside the instruments to facilitate the calibration process.
•Post-Service Handling: The customer retains sole responsibility for the removal, reinstallation, restoration, and programming of all returned instruments.
•Liability Boundaries: EuroCaltech assumes no liability for service delays resulting from affiliate dependencies, missing client accessories, unavailable parts, or missing technical procedures. Final commitment to perform a calibration occurs only after a technical review of the instrument and its specific procedures.
3. Certification, Compliance, & Standards
•Technical Standards: Validated calibration techniques comply with prominent international guidelines, including BS, ISO, IS, ASTM, ASME, DKD, OIML, and Euramet.
•ISO/IEC 17025:2017 Compliance: For accredited services, EuroCaltech provides evaluation statements and measurement uncertainties for all completed tests.
•Conformity & Intervals: Statements of conformance and explicit calibration due dates are only included on certificates and labels at the express request of the client. Calibration certificates do not include recommendations regarding future calibration intervals.
4. On-Site Services
•Technician Authorization: Customers must authorize EuroCaltech technicians to safely disconnect all relevant instruments and leads prior to on-site calibration.
•Facility Conditions: The client must provide a secure, environmentally controlled workspace equipped with appropriate lighting, reliable electrical utilities, and sufficient space to accommodate EuroCaltech standards and computer equipment.
•Instrument Availability: All instruments scheduled for service must be readily accessible or delivered promptly to ensure an efficient calibration workflow.
•Notifications: Clients retain the flexibility to modify their automated "Due for Calibration" notification schedules to align with internal operational requirements.
•Travel & Accommodations: A standard travel fee applies per dispatched technician. For projects spanning multiple days, the customer must arrange and provide suitable overnight accommodations and meals for the technical team.
•Same-Day Cancellations: Service cancellations made on the day of the scheduled on-site visit will incur the minimum site-visit fee along with any other accrued expenses.
5. Instrument Repair Policies
•Authorization & Consent: All in-house and subcontracted repair services are quoted in advance. Work will only proceed upon receiving formal customer authorization.
•Declined Repairs: Diagnostic evaluations for unapproved or declined repairs are subject to a standard evaluation charge.
•Scope Constraints: Calibration capabilities do not guarantee the ability to perform alignments or physical repairs. Certain procedures remain restricted by OEMs as proprietary technology.
•Timelines: All equipment delivery and fulfilment schedules are estimates only and depend entirely on the market availability of necessary spare parts.
6. Product Supply & Warranty
•Limited Warranty: Supplied products are backed by a limited manufacturer's warranty covering defects in materials and workmanship.
•Effective Date: The warranty period commences immediately upon the official date of shipment.
•Warranty Duration: The exact duration of coverage spans several months, dictated strictly by the terms of the respective original manufacturer.
7. Delivery & Shipping Policies
•Courier Services: EuroCaltech offers dedicated pick-up and delivery logistics for customer instruments. Care and custody responsibility applies from the moment items depart the client’s facility until their official return.
•Delivery Verification: Customers must provide a signature of receipt to the EuroCaltech courier upon delivery. Logistics personnel are strictly prohibited from releasing any instrumentation without a validating signature.
•Required Paperwork: Formal documentation, including detailed packing lists and purchase orders, must accompany all instruments at the point of receipt to satisfy quality standards and inventory control.
•Unlisted Items: EuroCaltech assumes no liability for ancillary items, such as leads, manuals, or accessories, that are omitted from the customer's purchase order or packing list.
•Freight Fees: Preliminary calibration estimates strictly exclude all logistics, shipping, and transport costs. The customer retains sole financial responsibility for all third-party transport shipping rates, customs duties, import fees, and regional taxes.
8. Rental Policies
•Logistics & Booking: The customer is solely responsible for coordinating the delivery and pickup of rented instruments from our Musaffah facility. Reservations require a formal Local Purchase Order (LPO) or written confirmation detailing exact equipment specifications, submitted three to four business days prior to the requested start date.
•Financial Terms: Settlement is due one week following invoice submission, alongside an initial one-month advance payment. A standard security deposit must be issued in favor of EuroCaltech prior to equipment collection.
•Rate Structure: Pricing is determined by rental duration and the total volume of complete items ordered on a single PO:
o Daily Rate: Continuous rental periods under six days.
o Weekly Rate: Continuous rentals spanning 7 to 25 days.
o Monthly Rate: Continuous rentals of 26 days or longer.
•Equipment Use: Stated fees cover equipment rental exclusively; operator training is not included. EuroCaltech reserves the right to provide alternative brands of comparable range and specification if the requested make and model are unavailable. The customer assumes full financial liability for any equipment loss, physical damage, or missing accessories incurred during the rental period.
9. Confidentiality & Data Protection
•Information Security: All client data and technical information will be kept strictly confidential, except where disclosure is mandated by law.
•Third-Party Data: Any customer information collected from external sources will remain strictly private between the customer and EuroCaltech.