6.1. INTRODUCTION

697. Additional services and specific obligations of the PSS supplier – Besides the general obligation to ensure the availability of the product/service, the PSS supplier often also offers additional services. This chapter first deals with the obligation to install the product (section 6.2). Then, it discusses the obligation to maintain and repair or replace the product (section 6.3). Third, it looks at the obligation to supply updates for connected “smart” products (section 6.4). Finally, this chapter looks at ways to include innovation obligations in the PSS contract (section 6.5).

INSTALLATION OF THE PRODUCT

698. Obligation of the PSS supplier to install the product – Very often, the PSS contract will include an obligation for the PSS supplier to install the product, especially for larger products such as home appliances, kitchens, HVAC equipment, etc. The term “installation” should be understood broadly, and includes putting together parts provided to the PSS user, mounting the product on other objects including any necessary adjustments (such as connecting a rented washing machine to the water supply and water discharge) as well as the replacement of parts. Several issues are relevant here. First, the question arises as to when the product is properly installed, and the consequences of