TERMS &CONDITIONS

1. Company Information & Applicability

These Terms & Conditions apply to all services provided by Holistic Smart Contracting LLC ("Holistic Smart", "we", "us", or "our"), a limited liability company incorporated in the Emirate of Dubai, United Arab Emirates.

By accessing our website, requesting a quotation, issuing a Purchase Order (PO), or signing a service contract, you ("Client", "you") agree to be bound by these terms. Where a formal written contract or signed Service Level Agreement (SLA) exists, its specific terms shall prevail over any conflicting general clause herein.

2. Scope of Services

Holistic Smart provides turnkey engineering, supply, and maintenance solutions across two primary divisions:

• Extra Low Voltage (ELV) Systems: SIRA-certified CCTV and IP video surveillance, structured cabling (Cat6/Cat6A/Fiber optic), access control and biometric time attendance, public address, audio-visual, gate barriers, and smart automation systems.
• Information & Communication Technology (ICT): Enterprise networking (switches, routers, firewalls, wireless APs), servers and storage infrastructure, cloud computing and email migrations (Microsoft 365, Google Workspace), cybersecurity, backup and disaster recovery, and IP telephony (VoIP/PBX).
• Annual Maintenance Contracts (AMC): Preventive maintenance, routine health checks, emergency call-outs, and technical helpdesk support for installed systems.

3. Quotations, Proposals & Scope of Work (SOW)

All quotations and engineering proposals issued by Holistic Smart are valid for thirty (30) calendar days from the date of issuance unless explicitly stated otherwise.

Work shall commence only upon receipt of a signed proposal, authorized Purchase Order (PO), or agreed advance payment. Any alterations, additional cabling drops, expanded camera counts, or architectural changes requested during project execution will be quoted as a formal Change Order and billed accordingly.

4. Client Responsibilities & Site Access

To enable safe and timely project completion, the Client agrees to:

• Provide our certified engineers with unrestricted, safe access to the designated installation premises, riser shafts, cable pathways, and server rooms during scheduled working hours.
• Obtain all necessary landlord, building management (BMS), developer, or master community No Objection Certificates (NOCs) and work permits required for drilling, cabling, or equipment mounting.
• Ensure steady electrical power supply, adequate air conditioning in server/network rack areas, and reliable internet connectivity where testing of online services or cloud systems is required.

5. SIRA & Regulatory Standards

All video surveillance and security installations in the Emirate of Dubai are engineered in accordance with regulations set by the Security Industry Regulatory Agency (SIRA) and the Dubai Police.

The Client is responsible for maintaining the legal use of CCTV and access control systems in compliance with UAE privacy and security laws. Where final authority inspection or connection to central monitoring is required, Holistic Smart will facilitate submission upon receipt of all required Client documentation and cleared payments.

6. Hardware, Software Licences & Warranties

• Hardware Warranty: Equipment supplied (e.g. cameras, switches, servers, UPS) carries the original manufacturer warranty (e.g., Cisco, HP, Dell, Hikvision, Fortinet). Holistic Smart passes through all manufacturer warranties directly to the Client.
• Title & Ownership: Full legal ownership of supplied hardware passes to the Client only upon receipt of full payment for the relevant invoice.
• Software & Cloud Subscriptions: Software licences (e.g., Microsoft 365, Google Workspace, VMware, antivirus software) are governed by the respective vendor's End User Licence Agreement (EULA). Subscriptions must be renewed periodically to ensure uninterrupted service.

7. Annual Maintenance Contracts (AMC)

Annual Maintenance Contracts are governed by the specific plan tier selected (Essential, Basic, Standard, Premium) and detailed in the formal contract agreement:

• All AMC plans include a detailed scope of work. Coverage and service levels are agreed in your contract.
• Hardware, spare parts, licences, subscriptions, and new implementations are excluded unless explicitly specified in writing.
• Audit, reporting, patch management, security check, and renewal services require a minimum six-month AMC subscription.
• Backup and security services apply where backup and security systems are already in place.

8. Pricing, Invoicing & VAT

All prices are quoted in United Arab Emirates Dirhams (AED) unless specified otherwise. In accordance with UAE Federal Tax Authority (FTA) regulations, Value Added Tax (VAT) at the prevailing rate (currently 5%) is applicable to all commercial invoices and contracts.

Invoices are payable within the credit terms agreed in writing. Late payments may result in the suspension of non-emergency technical support, AMC response, or warranty processing until the outstanding balance is settled.

9. Limitation of Liability

To the maximum extent permitted by UAE law, Holistic Smart Contracting LLC shall not be liable for any indirect, incidental, special, or consequential damages — including loss of business profits, data corruption, or operational interruptions — resulting from internet service provider outages, power grid fluctuations, third-party cyber attacks, or unauthorized tampering with installed equipment by third parties.

Our total aggregate liability under any project or contract shall not exceed the total fees actually received by Holistic Smart under the specific invoice or contract giving rise to the claim.

10. Governing Law & Dispute Resolution

These Terms & Conditions and any commercial contracts entered into with Holistic Smart shall be governed by, interpreted, and construed in accordance with the laws of the Emirate of Dubai and the Federal Laws of the United Arab Emirates.

In the event of any dispute arising out of or in connection with these terms or services provided, the parties shall first endeavor to resolve the matter amicably. Failing amicable settlement, the courts of Dubai shall have exclusive jurisdiction.

11. Contact Information

For questions or clarifications regarding our commercial terms or contracts, please reach out to our office: