Al Reyami Facilities Management Services LLC

P. O. Box 111086 Dubai, UAE Tel: 04-3584984, Fax: 04-3584983 Toll Free Number: 800-ARFM (800-2736) Customer Care ID: info@reyamifm.com Website: www.reyamifm.com Ref. no.: Q/9322/C Date: 8thFebruary2012

Proposal for Full Facilities Management Services at your Goldcrest Views JLT

Mr.Khurram Khanzada Community Manager

Goldcrest Views JLT

Dubai, UAE Tel: 04-3355523, Fax: 04-4335538

Certified Engineers from

ISO 9001:2008 Certified

Annual Maintenance Contract

Refers to your inquiry and subsequent inspection carried out at site, we are pleased to quote for Annual Maintenance Contract for MEP & Minor Civil Works as follows:

Reactive: Fixing equipment when it breaks, including 24-hour on-call service. Attending complaints as and when required during our working hours. Preventive: Performing scheduled Maintenance such as inspections,lubricationand cleaning.

The Preventive Maintenance service will be performed during normal business hours. We will provide a qualified technician to inspect and service your MEP system. In addition to the above, the maintenance team shall also focus on the following critical elements: Implementation of planned preventative maintenance system Establish best practice engineering procedures Compliance at all times with all pertinent and current legislation, Regulations, codes of practice and standards. Efficient, effective and uninterrupted delivery of all appropriate products and services

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General Conditions Workers

We guarantee to provide complete management, supervision and operatives to carry out efficient service and to maintain contact with the Site facilities operatives or his appointed representative. All Staff supplied for the purpose of this work will be of good and sober character and suitable in capability, appearance and behavior for employment in all areas. We assure that the employees do not make personal use of any amenities or facilities including catering services and furniture in public or staff accommodation except those specifically notified by the Clients Representative. All Staff will be provided with uniforms of consistent design and such clothing shall be worn at all times when on duty. Such clothing will bear an easily visible and legible official name of AL REYAMI FM. At all times the employee will present a clean and tidy appearance. All Staff will be provided Personnel Protective Equipment and will be trained for the usage. Access to premises The Staff assigned to this facility and the required vehicles are to be provided free access to the site and buildings to enable them to perform the work covered under this work.

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Transportation & Accommodation AL REYAMI FMwill provide accommodation for their Staff as per the labour law. AL REYAMI FM will provide transport to and from the place, as each shift is complete and two shifts are planned. Annual leave, Emergency Leave & Sickness Company will provide substitutes for its staff proceeding on leave during the period of the contract and will also notify the Customers Representatives in advance. The Customers Representatives will be notified where senior staff will be taking their leave. Premises Clearance Company will ensure that the premises are kept clean and clear material during the progress and after completion of the works. All waste will be cleared to the bins provided by the client and located at site. Handling of Waste The Staff will ensure that the premises are kept clean and clear of material during the progress and after completion of the works. All waste will be cleared to bins provided by the client and located at site.

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1.0 MANAGEMENT REPORTING The service provider shall submit the reports on monthly basis (Hard copy & soft copy) at least a week prior to the monthly management meeting with minimum detailing. The report should cover all the aspects mentioned in service level agreement .The basic format will be a. Executive Summary b. Financial reports c. Staff Management d. Summary Of KPIs & noncompliance e. Technical services report f. Soft service report g. Security & lifeguard report h. Emergency Jobs ,Major Breakdown i. Specialist subcontractor maintenance /call out reports j. Planned Versus Completed k. Details of pending jobs l. Assessment of issues, risks which may affect the service delivery ,building or the management m. Monthly consumption of water & energy along with analysis report. n. Energy Conservation Plan & reports o. HSE reports p. Near Miss reports q. Staff training reports ( including toolbox , HSE etc) r. Store management s. Suggestions

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2.0 TRANSITION MANAGEMENT a) The service provider will carry out asset condition survey and will submit the report to association managers before commencing the operation. b) The asset list will be scrutinized and any discrepancies will be notified to the association managers c) The service provider will train their staff themselves before starting the operations d) The SOPs should be submitted and should be approved by the association manager before starting the operation e) The service provider should assess the condition of assets for proper working and must notify the association mangers in the first month of operation. f) In case of any faults/plant failure etc., the service provider should submit the quote for rectification to the association managers. The supporting documents and service providers recommendations should be attached along with. g) Performance of the systems should be analysed, perform calibration or any adjustment to improve the efficiency with prior approval from association managers.

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3.0 HEALTH & SAFETY The service provider shall be responsible for ensuring the safety at work by implementing Health & Safety Policy. The service provider shall provide copy of health & safety policy at Work to association managers. The policy should be based on UK Health and Safety at Work, etc. Act 1974. The service provider should comply with all the HSE and security standards put forward by owners association, JLT master developer-DMCC & Dubai Municipality. The Service provider must: a. Take all necessary precautions to ensure the safety of all employees & public b. Staff should be properly trained on HSE aspects and the service provider should organize review courses on monthly basis. c. Make sure that the PPEs are provided and staff is wearing it based on work they involved. Damaged PPEs should be immediately replaced by the service provider. d. Categorize the jobs on the basis of risk involved and special care must be taken based on safety standards. There should be proper Work permit for jobs involving any sort of risk. e. Maintain standards of housekeeping. Any items which can cause health or safety hazards should be properly stored or disposed as per the safety guidelines f. The chemicals should be handled only by trained staff based on the COSHH safety guidelines. g. Ensure that all the materials used in FM field operations are of good quality. The electrical items such as extension cable reel , wires comply with requirements of authorities and standards h. Make incident report based on action taken and criticalness of the incident ( minor /major,injury/a near miss etc) i. Provide first aid materials on site and maintain/check on regular basis. The expired & used items should be replaced in line with good industry practice and local regulations. j. Prepare annual safety audit

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4.0 PROTECTION OF THE PREMISE The protection of the premises is one of the most important aspects that the service provider needs to ensure during their tenure. Staff should be trained and briefed regarding the importance and shall implement the best endeavour to ensure it 5.0 PROTECTION OF THE ENVIRONMENT The Service provider must observe and comply with all environmental requirements that apply to the Site and those set out by association managers. The environmental protection standards should be based on international standards and should be included along with operations manual. 6.0 ENERGY AND WATER CONSERVATION The service provider shall implement continuous process for conservation of energy and water throughout the contract period which includes: a. Daily monitoring of utility b. Plan and implement ways to bring down utilities consumption c. Staff should be briefed regarding the importance to energy management d. Energy Audit should be done on yearly basis. 7.0 AVOIDANCE OF DISTURBANCE The Service provider must make sure that the FM operations are not affecting normal business of the tower. The service providers will be responsible for arranging works out of normal hours which are disruptive in nature. Any work which may cause disturbance to the residents /public should be planned and executed only with prior consent from association managers. 8.0 INSURANCE The Service Provider is expected to provide copy of: a. Workmens Compensation Insurance and b. Public liability insurance. 9.0 CLAUSE OF INDEMINITY The Service Provider shall indemnify and keep indemnified the Owners Association and the Association Manager against all or any expenses, costs, claims, demands or liabilities whatsoever in respect of injury or death of any person or damage to any property howsoever arising directly or indirectly from the execution of Service Providers duties.

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10.0 REACTIVE SERVICES The service provider shall attend to any reported faults or failures of the plant within response time. The service provider must submit the contact details of the emergency response team / concerned person to the management prior to the commencement date and shall respond to the emergency calls whenever required. The service provider must notify the management regarding any change in contact details of the team. Reactive task include but not limited to: a. MEP maintenance b. Specialist contractor system breakdown /faults c. Civil & Building fabric maintenance d. Cleaning , Waste management e. Leaks, Breakdowns etc f. Security services 11.0 PRIORITY JOBS AND RESPONSE TIME Response Category Emergency jobs Urgent jobs Normal jobs Coverage 24/7 , 365days 24/7 , 365days Normal working hours Response time Immediate (<15 mins) <120 Mins Within 30 mins of agreed start time and date Rectification Time 1 day 1 day 2 days

Emergency Jobs: Any failure or service requirement of the installation which can cause high risk on safety, health & security of the residents /employees / public. The service provider must take all necessary steps to make the situation safe and free from hazards. Examples: a. Flood / Major leakage b. Entrapment c. Criminal Activity / Security Breach Fire Alarm panel operation & action to be taken at the time of fire Accidents or personal injury within the property/building Urgent Jobs: Any failure or repair requirement of the installation which is not serious but risks the normal business of the building Examples: a. Major Equipment/ service failure b. Basic building services failure Normal Jobs: Any jobs which doesnt affect the normal business & normal life and can be carried out as scheduled.

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12.0 CONTINGENCY PLAN The service provider shall propose, develop, implement and regularly update the contingency plan including the disaster recovery, business continuity with local emergency services. The service provider will make sure that the association managers have a copy with them at all times. The plan should include but not limited to: a. Accidents to employee/resident /users/owners. b. Fire drills & assembly points c. Natural disasters d. Fire e. Loss of services ( Water, Electricity, AC, Gas etc) f. Evacuation procedure g. Incident command & Post incident procedures. 13.0 TECHNICAL LIBRARY The service provider will manage & maintain the technical library for management of all the systems in the building The technical data including but not limited to Operation & Maintenance Manuals , Testing certificates, Handover documents , Third party certifications , as-built and other plans , soft copies of documents if any , asset register, specialist subcontractor maintenance records etc . 14.0 COMPUTER AIDED FACILITIES MANAGEMENT CAFM The operations should be managed, tracked through the CAFM system. The CAFM system shall record and prepare statistical data relating to delivery of services including but not limited to PPMs, reactive/responsive maintenance, specialist subcontractor works including PPM, emergency works, cleaning & security operations.

15.0 TECHNICAL SERVICES: The service provider will be responsible for the efficient management of all the common area assets. The service provider will be expected to plan, undertake, successfully implement and achieve the targets by employing the best practice techniques in the industry. The works should be carried out only in accordance with current & future regulations, Service Level Agreements, Dubai Municipality regulations and other regulatory authorities.

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16.0 SCOPE 1: (Operation, Management & Maintenance) The service providers scope shall include but not limited to: a. Mechanical systems 1. 2. 3. 4. 5. HVAC systems Chilled water & Chemical Dosing systems Pumps & Motors Water heaters in common/shared area Pressurization systems (Staircase ,Lobby pressurization etc)

b. Electrical Systems 1. 2. 3. 4. 5. 6. Low Voltage power distribution Extra low voltage systems distribution Internal & external lighting luminaries ,distribution systems Emergency power system Switchgears and protection devices Lightening protection system

c. Plumbing & public health services systems 1. 2. 3. 4. 5. Domestic Water system Irrigation water system Drainage system including sump pits Storm water manholes & piping Sewerage system ( including lifting station)

The service provider should make sure that the storm water system is free from blockage or any debris. In the event of heavy rain or adverse weather conditions being predicted, the service provider should make necessary step to minimize the impact. d. Civil works & Building fabric: 1. 2. 3. 4. 5. 6. 7. 8. Structural frame works Signage Drainage Stone & tile paving works Carpentry works Decoration & Painting works Fixtures & fittings Flooring works Page 11 of 19

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17.0 SCOPE 2: (Operation, Management) The scope of the service provider is limited to operation and management of the system only. The responsibilities of FM service provider are: a. Effective operation & management of the system. The service provider should train themselves their staff to operate and manage the system. b. Coordinate and the effective management of specialist subcontractors maintenance works c. Tracking of their services and ensuring SLAs d. Providing access and other supports to the specialist subcontractor e. Tracking of service reports and updating in CAFM system f. The service records should be made available in the technical library for official safe keeping and reference. g. Notify the association mangers regarding any issues. The service providers scope shall include but not limited to: 1. Fire Alarm & PA System 2. Fire Fighting 3. CCTV & Access Control System 4. Aircraft Warning Lights 5. BMS 6. Central battery System 7. UPS 8. Automatic Doors 9. Heat Exchanger 10. Lighting Control System 11. Parking Barrier 12. Swimming Pool 13. Gymnasium 14. Garbage Chute The service provider shall be responsible for a. Daily management of swimming pool including cleaning & chemical treatment

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18.0 SCOPE 3: (Management) The scope of the service provider is limited to management of the system only .The responsibilities of FM service provider are: a. Coordinate and the effective management of specialist subcontractors maintenance works b. Tracking of their services and ensuring SLAs c. Providing access and other supports to the specialist subcontractor d. Tracking of service reports and updating in CAFM system e. The service records should be made available in the technical library for official safe keeping and reference. f. Notify the association mangers regarding any issues. The service providers scope shall include but not limited to: 1. 2. 3. 4. Aquarium BMU Elevators Satellite Master Antenna Television System SMATV

19.0 SUPPLIES AND EQUIPMENTS The service provider will be responsible for items necessary for execution of the work including all type of tools &equipments, transportation, chemicals, consumables & other miscellaneous items. The tools and equipments should be properly maintained and kept in a safe manner. The association managers or owners association will not be responsible for damage or loss of any items/tools, materials stored on the site. The service provider must include cost of all items required for maintenance to the contract which may include but not limited to: 1. All consumables & materials used for PPM ( filters, belts etc) 2. Screws, Nails, cutting blades, drill bits, Nuts & bolts. 3. Sealants, silicone , gap fillers etc 4. Insulation materials 5. Fuses 6. Plastic Trash bags 7. Diesel 8. Masking tapes , Insulation tapes 9. Thinner ,Lubricants& Greases 10. Solder & Flux 11. Chemicals for swimming pool 12. Chemicals for chilled water dosing 13. De-ionized water for batteries Q/9322/C Full Facilities Management Services Goldcrest Views JLT in Dubai Page 13 of 19

20.0 RESPONSIBILITIES The service providers major responsibilities are but not limited to: a. Implement & run Plant Preventive Maintenance programs as per the standards prescribed by the manufacturers manual. b. Completion of Reactive maintenance and repair works of common area/shared assets in the agreed response time. c. Corrective/ responsive maintenance of common area/shared property d. To provide support to subcontractor ( elevators , Fire alarm , BMU,BMS etc.) e. Plan and run programs for energy management , water conservation and there by bringing down overall energy and utility budget f. Primary response to all sort of emergency conditions in the tower g. Familiarize themselves with operation, location, plant/equipments prior to taking responsibility of the plant. There should not be any delay in service delivery due to the cause mentioned. h. Laboratory Tests as per Dubai Municipality Rules & Regulations i. Notify the association managers in case of major plant breakdown or any other issues which may affect the normal operation of the building j. Maintenance of any types of pipes, ducts, drains, channels in the common/shared area of the property. k. Taking measures to avoid blockage occurring in the common/shared area of the property. If the blockage occurred as a result of omission/failure to act/improper work by the service provider, the service provider will be responsible for rectification and disposal of the foul waste l. Routine periodic and visual inspection on common areas and its assets & building elements

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21.0 OBLIGATIONS 1. Compliance with all legislations , regulations & code of practice 2. Compliance with HSE rules and regulations 3. Routine maintenance & repair of mechanical , electrical ,plumbing ,civil & HVAC systems 4. The service provider will review the maintenance plans and there must not be any failure due to poor /inadequate maintenance. 5. Planned preventive maintenance (PPM) in accordance with the manufacturers recommendation 6. Reactive maintenance including the emergency maintenance repair and services will be attended within the response time limits 7. The service provider cant restrict their service to a main asset but need to consider the sub assets also which are part of the main system

8. The service provider should provide security of access to all common area rooms including service areas for authorized persons only. The service provider should be responsible for key management of common area rooms and service areas. 9. No plant shall be isolated or disconnected, unless the plant is duty/standby, without prior approval of the association managers 10. The service provider should maintain all records regarding the assets, faults, breakdowns, maintenance, reactive calls, diagnosis, solutions, action taken, time line, providing a complete record of asset history. 11. The materials and equipments used for rectification shall be better or equal in quality than the replaced 12. The service provider shall make sure the safe & secure storage of data, records connected to the facilities. Special care should be given for digital/data stored in computer and backup must be taken for safe keeping. 13. The service provider should maintain high standards of housekeeping & safety around the work site. 14. The service provider shall comply with the JLT master developer- DMCCs & Dubai Municipalitys rules, regulations, safety, security & access protocols 15. The service provider shall comply with JLT rules & regulations /Dubai authority standards with respect to aircraft warning lights, fire alarm, fire fighting , emergency lighting and gas supply system 16. The service provider shall comply with the notification from master developer JLT regarding any shutdowns ( eg : JLT sewerage system shut down for maintenance.. etc) 17. Minimum disruption to residents, owners & users. Q/9322/C Full Facilities Management Services Goldcrest Views JLT in Dubai Page 15 of 19

22.0 ASSET REGISTER The asset register should include all the assets such as plant equipments, systems, building elements /fabric in the common/shared area of the property. The assets should be imported to CAFM system and should have: 1. Name 2. Location Details 3. Manufacturer details (name& contact details) 4. Technical specification of the asset (rating /HP /Kw /KVA etc.) 5. Serial Number 6. Maintenance frequency (weekly/monthly/quarterly/yearly) 7. Life cycle

23.0 MAINTENANCE PLAN The service provider shall submit draft of maintenance plan to the association managers. The draft shall provide details regarding the operation & maintenance procedure of the service provider The maintenance plan should include: a. Management & monitoring methods b. Complete PPM plan for all the common area assets c. Reactive including emergency maintenance & repair services d. Training of staff including HSE , tool box etc e. Fire drills f. The plan should cover detailed analysis report of capital/asset replacement for following 5 years with regards to the asset life time. The present condition of the assets should be considered.

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24.0 SOFT SERVICES

24.1 SCOPE OF SERVICE Cleaning The service provider will be responsible for the efficient management of all the common area assets. The service provider will be expected to plan, undertake, successfully implement and achieve the targets by employing the best practice techniques in the industry. The scope includes but not limited to: a. Cleaning of common/shared areas b. Lift lobbies c. Corridors d. Plant rooms e. Reception & Entrance area f. Service Areas & Plant rooms g. Childrens Play Area & Owners lounge h. Swimming Pool & Shower area i. Fitness centre j. Common area toilet & rooms k. Elevators l. Car Parking in the basements m. Garbage Chute n. External glass & Faade cleaning 24.2 CONSUMABLES & CLEANING EQUIPMENTS The service provider should include cost for all consumables, chemicals etc to the contract. Equipments machineries, signage etc will be the scope of the service provider. The service providers must ensure that the materials used are of good quality and there is no adverse effect on environment.

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25.0 SECURITY & LIFEGUARD SERVICES The service provider will be responsible for providing safe & secure environment within the property. The service provider will be expected to plan, undertake, successfully implement and achieve the targets by employing the best practice techniques in the industry. The contractor must provide all necessary tools, equipments& supplies to perform the requirements under the contract. The staff should be trained and must be fully aware of emergency procedures & Occupational health & Safety requirements. Security Services: Roles & Responsibilities are a. Provide full security coverage to property and its assets b. Security Hot Desk management c. Managing visitors log d. Familiar with evacuation procedures and ready to respond in all type of emergency situations e. Provide assistance to residents /visitors f. Respond to enquires g. Respond to security breaches h. Coordination with other service providers for effective service delivery i. CCTV monitoring and access control j. Key management k. Carry out regular patrol , checking and reporting l. Monitor movement to and from the entrances and exits of the building m. Daily monitoring of emergency exits and stairways to ensure its clean and free from any type of hindrance

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26.0 LIFEGUARD SERVICES The service provider must ensure safe operation of swimming pool by implementing the safety procedures. The contractor must provide all necessary tools, equipments& supplies to perform the requirements under the contract. The staff should be trained and must be fully aware of emergency procedures & Occupational health & Safety requirements. Lifeguard Services: Roles & Responsibilities: a. Ensure safe operation of swimming pool b. Respond to emergency situations c. Ensure safety of pool users by implementing standard safety procedures d. Notify the association regarding any safety or breakdown issues e. To provide guidance to users regarding pool safety f. Monitor water quality check and ensure hygiene. 27.0 ROLES AND RESPONSIBILITIES OF FACILITIES SUPERVISOR/ENGINEER The selected FM service provider must provide a Facilities Engineer/Supervisor who is available on site for day to day site management and will be responsible for all site coordination with association managers. The Facilities Engineer/Supervisor must also ensure all services are of a high quality and that all staff is in compliance with the Buildings policies and procedures. The Facilities Engineer/Supervisor will also be responsible to: a) b) c) d) e) f) g) h) i) j) k) l) m) n) o) p) Oversee FM operations in the property including technical , cleaning, security & lifeguard Ensuring delivery of services as per SLAs and industry standards Ensuring the KPIs are achieved in Day to day site management & FM operations. Technical management and reporting of specialist subcontractors Coordination with fit out contractors with regards to base built provisions integration. Approval of work permits to subcontractors ,fit out contractors etc Coordination & support for DEWA, 24/7, DCD and other government/ authorized authorities for any of their activities in the property To ensure the development of staff through advanced training and thereby improving overall work quality. Directly responsible for onsite reporting to association managers Ensuring and implementing HSE policies. The FM Engineer must make sure that the Personal Protective Equipments are in place and staff are trained to handle emergency situations Respond to service requests and completion of work within agreed response time.

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