07Chapter 7 · Service Assurance
Kept running, kept accountable.
Maintenance response times, a rolling performance floor, metering you can inspect, insurance cover and a staged dispute process — the protections that stand behind the service.
A rolling three-year performance floor
UtCS commits to at least 85% of the P50 annual yield — about 76,712.5 kWh per year — averaged over any rolling three-year period. This is a rolling-average commitment, not an independent guarantee for every single year.
Planned maintenance
Clause 10At least twice per calendar year, with at least 48 hours’ notice for planned access (emergency access has no prior-notice requirement).
Fault rectification
Clause 10Within 24 hours for critical complete-output failures; within 72 hours for non-critical faults, or sooner where reasonably practicable.
Extended outage relief
Clause 10No UtCS service tariff is payable for the outage period if an attributable fault leaves the system offline for more than 48 consecutive hours, subject to the clause’s exclusions.
Performance commitment
Clause 13At least 85% of the P50 annual yield (≈ 76,712.5 kWh/year) averaged over any rolling three-year period — not an independent guarantee for every individual year.
Metering rights
Clause 9Metered data underpins invoices; the customer has inspection and read-only monitoring rights. Independent calibration costs depend on a 2% tolerance.
Insurance
Clause 14Full-replacement-value system cover, public liability of at least MUR 20 million per event, and appropriate professional indemnity cover.
Disputes
Clause 27Good-faith negotiation for at least 21 days, mediation, then potential arbitration (Port Louis seat, English), with urgent court relief preserved.
Sustainability reporting
Clause 34Annual report on generation, performance and CO₂ avoided, as a contractual commitment.
Outage relief has conditions