table 1.1 - bandwidth availability commitment on standard shared connections.

2. Bandwidth Measurements
Bandwidth is defined as the thickness of the ability to transact data over a given internet connection. There are a multitude of methods for measuring bandwidth. ( click here for a defination of bandwidth and what are bandwidth norms across the world)

Each has its own pros and cons. In order to standardize the system we have short listed a FREE bandwidth test site. If you feel that your bandwidth is not upto standards defined. Please visit http://www.speakeasy.net/speedtest and send us a screenshot of the bandwidth from any server. ( click here on details of how to paste a report in word)

3. Bandwidth Upgrade Methodology
Bandwidth can be upgraded , downgraded only at the end of any current billing cycle. GTTPL standard billing cycles are 1st of the month. GTTPL needs minimum 48 hours notice before bandwidth can be upgraded / downgraded. In case of a middle of the month upgrade / downgrade the customer will be billed from the preceding 1st of the month for either the new upgraded / downgraded bandwidth or the previous upgraded / downgraded bandwidth whichever is higher.

4. Software Guarantee
PPPoE is a standarised protocol for the internet and GTTPL customers can use any PPPoE compatible software to connect to the GTTPL network. The dialer provided by GTTPL is complimentary and GTTPL does not hold any guarantees that the software is compatible with system or systems belonging to the Client.

5. Hardware Compatibility Guarantee
There are a myriad of different kinds of access hardware available in the market. GTTPL does not guarantee that its connection will work with ALL KINDS OF HARDWARE, however it is and always has been our effort to ensure the interoperability to most popular hardware devices such as PCs, Routers which support PPPoE, PS2 Playstation, etc. Clients should always check compatibility before buying routers and other access devices.

6. Installation limits
An installation is considered complete once the line is installed and a test made with our test account using any standard Access Device. GTTPL holds no guarantees that the machine on which the Client wishes to install the dialer is or will be capable of connecting to the system since GTTPL has no control or purview over the hardware owned by the Client.

7. Data Transfer issues
GTTPL uses MRTG for monitoring data transfer which is a standardized protocol for the internet. All readings taken by the server using this system are considered final and GTTPL will not entertain any issues including issues of extra data transfer due to virus infections, etc.

8. Hours of Service
GTTPL will attend to all complaints from 10 AM to 7 PM on all weekdays on first come first served basis. In case of an emergency the Client may be attended to after office hours or out of turn but this shall be at the sole discretion of GTTPL. The Client shall not consider it a deficiency of service if the complaint is attended to in the systematic manner defined above.

9. Fault Tracing Methodology
When the Client calls GTTPL to report a disruption of service a trouble ticket will be opened. This trouble ticket will have an unique identifying number. Post trouble ticketing, a help desk engineer will try to solve the issue telephonically. If the issue requires a personal engineer visit and the fault is traced to customer end such as trying to connect to the internet after removal of our CAT5 from the CPU, and other such customer side based issues, engineer visit charges @ Rs. 200/- per visit will apply.

10. Replacement of CAT5 / Basic wiring
If it is found that the CAT5 or other basic wiring to the customer premises are required to be changed due to issues such as Client's pet chewing up the wires, slamming of furniture into the wires, etc. The rewiring charges shall apply for the connection. These charges are calculated at from the closest switch / DSLAM / other network equipment to the clients PC and shall be billed at Rs. 30/- per meter of wire used.

11. Reinstallation of dialer
GTTPL holds responsibility of activating the connection once and keeping the connection live and surf able. If for reasons such as formatting of machine , the dialer used by the client to connect to GTTPL needs to be reinstalled. The Client shall follow the directions shown here to reinstall the dialer. If the client wishes for an engineer to visit the premises to reinstall the dialer, engineer visit charges @ Rs. 200/- per visit shall apply.

12. Customer calls due to negligence
It has been found that in certain cases, customers have disconnected the CAT5 themselves or have computer based issues which lie outside the purview of GTTPL due to which they are not able to login. GTTPL shall do its utmost to solve such issues telephonically, however if despite such efforts if the customers insists on a personal visit and it is found to be a customer based issue, GTTPL reserves the right to levy an engineer visit charge of Rs. 200/- per visit. Some of the list of issues which fall under GTTPL’s purview and some under cusotmer purview are detailed in table 1.1 below.

13. Disconnection due to Non Payment
GTTPL reserves the right to discontinue service due to non payment. If service is discontinued due to this reason, there will be a reconnection charge.

14. Delayed payments
GTTPL ensures that the last payment date is clearly displayed on the monthly invoice. In case of non receipt of payment by this date, GTTPL reserves the right to levy an delayed payment surcharge @ 18% per annum compounded monthly upon outstanding amount or part thereof.

15. Antivirus
The very nature of the internet is that viruses spread through the networks formed be they dialups or broadband. GTTPL does not interfere with any data transmitted or received by the clients since it would interfere with the privacy of the individual unless a complaint is received from other ISPs or the Government or Quasi Government agencies. Due to this very limitation, GTTPL does not guarantee that the Client will not infect themselves.

16. Pornography / Hacking tools
The Client indemnifies GTTPL against any and all actions committed by them including pornography , hacking tools , gambling and all other activities forbidden by the Government of India. GTTPL reserves the right to terminate the connection to the client forthwith without any prior notice if attention to such activities are drawn to its attention by other ISPs, Government or Quasi Government agencies.

17. Multimonth packages
Multimonth packages are sold with the specific understanding that bandwidth is purchased in advance against such packages and therefore there are discountable prices applicable to them. There can be no refunds DUE TO ANY REASON WHATSOEVER for any multimonth packages purchased.  

18. Temporary suspension methordology
In order to temporary suspend the line the following points need to be observed:
1) Services can only be suspended for full months and not parts so if you wish for a suspension for example for Feburary , the services would be disabled on 1st Feb and enabled on 1st Mar.
2) There is a min charge of Rs. 50/- per month of suspension for account maintenance and port blocking charges.
3) All outstandings must be cleared before suspension of services and enough balance must be left in the account so that the suspension charges are covered for period in question. In case of inadequate funds , the account will automatically go into permanent deletion section in 30 days of non payment.
4) In case suspension is not undertaken and customer wants a reactivation , all old charges including charges incurred due to non intimation will apply before reactivation of the line.

19. Third Party Softwares
It is found that customers are using some third party softwares like firewalls, anti-viruses, etc without the proper knowledge knowledge of how to configure the same. GTTPL holds no responsibility nor does it assure the customer that it has knowledge of all softwares and how to configure them. It is the Clients responsibility to contact the manufacturer to confirm its interoperability with standard PPPoE protocols. All help provided to the Client in configuring the same is out of customer service and no liability is to be assumed for such help provided.

20. Downtimes
The main difference between a leased line and a broadband connection is that leased lines carry both a QOS and an uptime guarantee. Unfortunately due to the price structure of the broadband network being a shared one, the uptimes are on a  best effort basis. There can be no refunds or credits for downtimes in a broadband scenario except if the line ahs been down for more than three days at a time due to fault of the service provider as per TRAI guidelines. If the line is found to be at fault due to GTTPL based issues for more than 3 days , then a credit of 2 days for each working day shall be credited to the account of the customer upon receipt of request for the same. 

21. Installation Charges ( if applicable)
Installation charges are normally charged in hard to reach locations due to hardship reasons. These charges are for labour and consumables only and do not imply any transfer of property in favour of the client. All physical equipment such as switches, connection cables, power units, rooftop equipment are and shall remain the property of GTTPL. 

22. Refunds due to dissatisfaction
As much as we try to do our best, we at GTTPL realise that we cannot please everyone and that some customers project an idealistic image of other suppliers which may or may not ever exist and then try to compare our services against those lines in the sand. We therefore request all customers to note that satisfaction and dissatisfaction is a relative issue and no refunds can be given for the same.

23. Threats to staff / equipment
GTTPL operates in suburban areas where the law and order situation may not be an ideal one and GTTPL takes the security of its equipment and staff very seriously. Any threats by any person or persons to either the equipment or a bonafide employee of GTTPL shall be seen as an extortion attempt and will be dealt with to the full extent of the law.

24. Payment systems
GTTPL invoices can be paid by going online and paying via credit card or by depositing a cheque in favour of “Golden Tiger Teelcom Pvt. Ltd.” In any of the drop boxes or at any ICICI Bank ATM or branch. Cash can be deposited in any ICICI Bank or Syndicate Bank branch as per account numbers on the invoice. Please do remember to email us your deposit details so that we can update our records. GTTPL does not accept cash at customer premises and GTTPL is not responsible for any cash handed over to any employee of GTTPL outside the office premises.

25. Building permissions
GTTPL does not guarantee that the building where the customer resides will give permission for GTTPL to supply internet bandwidth to the customer. It is the clients duty to get a permission letter from his building management in the format given on http://www.gttpl.com/downloads/soc_per.doc If the building changes its mind about the permission at any given time in the future for any reason, the customer cannot claim any refunds based upon the same since it is due to circumstances out of our control.