Next-Day Parts.
Two-Day Repair*.
Or Get Paid.
*Applies to common repairs. Contact us for major repair commitments and T&C’s
EVERY MINUTE MATTERS
You deserve a plan to protect them all.
We engineered a plan to protect them all. Services Commitment helps you make the most of your time with next-day parts and two-day repairs that keep you moving. Built into every Customer Value Agreement (CVA), our Services Commitment provides support that moves as quickly as you do. We do not just value your time, we protect it.
OUR SERVICES COMMITMENT GUARANTEE
Downtime is not part of your plan. A CVA protects your time and your wallet.
MORE CONVENIENCE.
MORE CONFIDENCE.
A Customer Value Agreement (CVA) is a proactive maintenance plan offered by Zahid Tractor to keep your machines running efficiently and reliably. Instead of waiting for breakdowns, CVA focuses on preventive care and predictable costs.
Our CVA Services Commitment protects more than your equipment; it protects your time. With quick parts availability and timely repairs, you get more than a plan on paper. You get built-in accountability. Because time is money and every minute matters.
UNDERSTANDING OUR SERVICES COMMITMENT
NEXT DAY PARTS
No waiting, no guessing and no surprises.
- All CVAs include next-day availability of maintenance, wear and common repairs.
If your parts are not available the next business day, or your requested delivery day, you will receive up to SAR 4,000 in credits.
TWO-DAY REPAIR
Gain piece of mind with the assurance that your equipment and team will be back at work, fast.
- Repair service on common repairs will be completed within two business days from date of authorization.
- Time commitments for major repairs may vary.
- If your common repair is delayed beyond two-days or the agreed date, you will receive up to SAR 4,000 in credits.
Construction Industry (CI)
CUSTOMER VALUE AGREEMENT (CVA)
Hassle – Free Maintenance + Equipment Health Management + Security of Expert Dealer Support
| CVA LEVEL / TERMS | LEVEL ONE CARE ESSENTIAL | LEVEL TWO CARE PLUS | LEVEL THREE CARE TOTAL |
|---|---|---|---|
| Cat® Genuine PM Kits Delivered to Your Location | Yes | Yes | Yes |
| Genuine Cat Fluids | Yes | Yes | |
| Common Repairs & Overhauls | Yes | ||
| Trained Dealer Labor | Major PMs / All PMs | All PMs | |
| Inspections & Reporting | Customer Inspections TA1 via Cat Inspect | Dealer Inspections TA1 via Cat Inspect | Dealer Inspections TA2 via Cat Inspect |
| SOS Fluids Health Analysis | Customer Oil Sampling | Dealer Oil Sampling | Dealer Oil Sampling |
| VisionLink Subscription | Connect | Connect / Connect Pro | Connect Pro or Connect Performance |
| Condition Monitoring | Dealer-certified experts monitoring with early service recommendations and health reports | Dealer-certified experts monitoring with early service recommendations and health reports | Dealer-certified experts monitoring with early service recommendations and health reports |
| Machine & Component Protection Eligibility | Yes | Yes | |
| Cat Certified Maintained Eligibility | Yes | Yes | |
| Services Commitment Next-Day Parts | Yes | Yes | Yes |
| Services Commitment Two-Days Repairs | Yes | Yes |
CVA Comparison
Level One – Care Essential
- Cat® Genuine PM Kits Delivered to Your Location: Yes
- Genuine Cat Fluids: No
- Common Repairs & Overhauls: No
- Trained Dealer Labor: No
- Inspections & Reporting: Customer Inspections TA1 via Cat Inspect
- SOS Fluids Health Analysis: Customer Oil Sampling
- VisionLink Subscription: Connect
- Condition Monitoring: Dealer-certified experts monitoring with early service recommendations and health reports
- Machine & Component Protection Eligibility: No
- Cat Certified Maintained Eligibility: No
- Services Commitment Next-Day Parts: Yes
- Services Commitment Two-Days Repairs: No
Level Two – Care Plus
- Cat® Genuine PM Kits Delivered to Your Location: Yes
- Genuine Cat Fluids: Yes
- Common Repairs & Overhauls: No
- Trained Dealer Labor: Major PMs / All PMs
- Inspections & Reporting: Dealer Inspections TA1 via Cat Inspect
- SOS Fluids Health Analysis: Dealer Oil Sampling
- VisionLink Subscription: Connect / Connect Pro
- Condition Monitoring: Dealer-certified experts monitoring with early service recommendations and health reports
- Machine & Component Protection Eligibility: Yes
- Cat Certified Maintained Eligibility: Yes
- Services Commitment Next-Day Parts: Yes
- Services Commitment Two-Days Repairs: Yes
Level Three – Care Total
- Cat® Genuine PM Kits Delivered to Your Location: Yes
- Genuine Cat Fluids: Yes
- Common Repairs & Overhauls: Yes
- Trained Dealer Labor: All PMs
- Inspections & Reporting: Dealer Inspections TA2 via Cat Inspect
- SOS Fluids Health Analysis: Dealer Oil Sampling
- VisionLink Subscription: Connect Pro or Connect Performance
- Condition Monitoring: Dealer-certified experts monitoring with early service recommendations and health reports
- Machine & Component Protection Eligibility: Yes
- Cat Certified Maintained Eligibility: Yes
- Services Commitment Next-Day Parts: Yes
- Services Commitment Two-Days Repairs: Yes
FREQUENTLY ASKED QUESTIONS
About Services Commitment in a Cat Customer Value Agreement (CVA).
Which machines and customers are eligible?
The Services Commitment applies to eligible Caterpillar machines covered under an active Zahid Tractor Customer Value Agreement (CVA) within the Construction Industry segment. The agreement must be registered and valid at the time of service.
Which CVAs are covered?
The commitment applies to CVAs that include eligible parts and, where applicable, labor, as defined in the Zahid Tractor CVA terms.
Are machines under warranty or assurance programs included?
Yes. Machines with active warranty, protection, or assurance coverage remain eligible for the Services Commitment.
What does “Back to Work” mean?
Zahid Tractor is committed to:
- Nextbusinessday availability of eligible spare parts, or
- Twoday repair completion, or by an agreed date confirmed with the customer.
Are preventive maintenance (PM) events included?
No. Preventive maintenance events are excluded. The commitment applies to repair events following customer authorization.
Are all repairs covered under the twoday commitment?
Common repairs are covered. For major repairs expected to exceed two days, Zahid Tractor will agree on a specific committed completion date with the customer.
When does the service clock start?
The clock starts once the customer:
- Confirms the need for repair,
- Accepts the estimated cost, and
- Authorizes Zahid Tractor to proceed.
- Payment terms accepted
When does the clock stop?
The clock stops when the machine is ready to return to operation, not when the last technician activity is completed.
What parts are included in the nextday commitment?
Eligible maintenance, wear, and common repair parts covered under the CVA.
If the part is dispatched on time but delivery is delayed, who is responsible?
Zahid Tractor’s commitment applies to availability at the branch. Delivery beyond this point depends on logistics arrangements and customerselected urgency.
What happens if Zahid Tractor does not meet the commitment?
If the commitment is not met, the customer may receive a credit or voucher, in accordance with the CVA terms.
How is the credit value calculated?
The credit value is based on the delayed eligible parts or service event, up to the maximum limit defined in the agreement.
Can a customer receive both a parts credit and a service credit for the same event?
No. Only one credit applies per event.
How long are credits valid?
Credits are valid for 12 months from the date of issuance, unless otherwise specified.
What can credits be used for?
Credits can be used for:
- Spare parts
- Service labor
- Approved Zahid aftermarket offerings They cannot be used for new machine purchases or cash redemption.
Can credits be transferred to another company or combined?
No. Credits are issued to a specific legal entity and:
- Cannot be transferred
- Cannot be combined
- Can be used only once per eligible transaction
Is the commitment valid outside Zahid’s service territory?
The commitment is valid within Zahid’s authorized service territory for CVAs registered by Zahid.
How will Zahid communicate service status?
Through approved digital or direct customer communication channels, ensuring transparency and timely updates.
How is customer experience measured?
Through postservice feedback and customer surveys to continuously improve service quality.
