 able to send the replacement unit within the same day of getting the failure report and also ensures that the courier company delivers the replacement unit to the operator within the next business day. A drop in service levels agreed in the care agreement can lead to penalty clauses or the operator can get a rebate equal to the difference between the promised and the actual service level. Conversely, the operator must take the responsibility to send the defective unit to the hardware service centre within the next few days of submitting the failure report, as agreed in the care agreement. In case of late returns, penalty fees or late return fees can be levied as a fine by the hardware service centre. The replaced units covered under the warranty should be either new or repaired and of the latest compatible version. If the hardware unit is damaged beyond repair due to mishandling, negligence, unauthorised tampering or modification, even by the operator itself, then the vendor will not be obliged to repair the unit, but should explain the reasons for not repairing it and replace it from the operator's stock of spare parts. If no fault is found in the unit sent by the operator for repair then the hardware service centre can have the right to charge the operator for false reporting and invoice them for testing and handling. Third Party Equipment Third party elements are exempt from this scope of hardware service plan and are handled separately as per their own contracts with the vendor or the operator directly. Software Maintenance Support Software development is an ongoing process and every software release always has some scope for improvement with respect to previous shortcomings, or some additional features that can be added on Care Phase top of the existing version. The software maintenance support service is categorised into three main categories: New software release Fault management Correction time New Software Release This service authorises the operator to get the new software releases free of any extra ch