a) Name and address of the Service Provider:
Shyam Spectra Private Limited
Registered Office:
A-60,
Naraina Industrial Area,
Phase-I, New Delhi – 110028
Corporate Office:
3rd Floor, Plot No. 21-22,
Udyog Vihar Phase-4,
Gurgaon, Haryana - 122015
b) Services offered by the Service Provider, including the details of geographic areas where such services are available: Services Offered: Internet, Broadband, VoIP Geographic Area: Chennai, Delhi, Haryana, Karnataka, Maharashtra, Mumbai, Uttar Pradesh
c) Terms and Conditions of service offered by the Service Provider:
As contained in Customer Application Form (CAF)
d) Quality of Service parameters specified by the Authority in respect of each of the services:
Sl No. | QoS Parameters | Benchmarks | Averaged over a period of | ||||||||
---|---|---|---|---|---|---|---|---|---|---|---|
i. | Service Provisioning /Activation Time | 100% cases in =<15 working days (subject to technical feasibility). In all cases where payment towards installation charge & security deposit is taken and the Broadband connection is not provided within 15 working days, a credit at the rate of Rs.10/ per day, subject to a maximum of installation charge or equivalent usage allowance shall be given to the customer, at the time of issue of first bill. | |||||||||
ii. | Fault Repair / Restoration Time | By nexBy next working day: > 90% and within 3 working days: 99%
Rebate: (a) Faults Pending for > 3 working days and < 7 working days: rebate equivalent to 7 days of minimum monthly charge or equivalent usage allowance (b) Faults Pending for > 7 working days and < 15 working days: rebate equivalent to 15 days of minimum monthly charge or equivalent usage allowance (c) Faults Pending for > 15 working days: rebate equivalent to one month of minimum monthly charge or equivalent usage allowance |
One month | ||||||||
iii. |
|
|
One month | ||||||||
iv. | Response time to the customer for assistance | % age of calls answered by operator (Voice to Voice)
Within 60 seconds > 60% Within 90 seconds > 80% |
One month | ||||||||
v. |
|
|
One month | ||||||||
vi. | Service Availability / Uptime (for all users) | > 90% quarter ending June 2007;
> 98% with effect from quarter ending September 2007 and onwards |
One Quarter | ||||||||
vii. | Packet Loss (for wired broadband access) | < 1% | One month | ||||||||
viii. |
|
|
One month |
e) Quality of Service promised by the service provider in respect of each service and geographic area:As mentioned in clause (d).
f) Details about equipment offered to the consumer by the Service Provider in respect of any of the services:Equipment means any and all devices supplied by the Shyam Spectra Private Limited that are used to deliver the Services, including but not limited to all terminal and other equipment, wires, fibre optic cables, lines, circuits, ports, routers, switches, cabinets, racks, private rooms and the like. Equipment shall not include any such devices sold to Customer by the Service Provider or owned by the Customer.
g) Right of consumers under the different regulations, orders and directions issued by the Authority; and in particular those relating to Tariff, Mobile Number Portability, Telecom Commercial Communications Customer Preference Regulations, 2010 (TCCCPR) and Value Added Services (VAS):
h) The duties and obligations of the service provider under the different regulations, orders and directions issued by the Authority; and in particular those relating to Tariff, Mobile Number Portability, TCCCPR, and VAS:
i) General Information Number: 1860 266 0099
j) Consumer Care Number: Toll Free Number: 1800 121 5678 Email: Enterprise Customer : support@spectra.co Home Customer : care@spectra.co
k) Complaint redressal mechanism, including complaint redressal procedure and the time limits for redressal of complaints:The complaints of our customers are resolved by our Complaint Centre at the below contact:
Customer Care Number : 1800 121 5678
Email: Enterprise Customer : support@spectra.co Retail Customer : care@spectra.co Post/Courier : Shyam Spectra Private Limited Plot No. 21-22, 3rd Floor, Udyog Vihar Phase-IV, Gurgaon, Haryana - 122015
l) E-mail, contact address, telephone number and facsimile number of the Appellate Authority and time limits for disposal of appeals:
Appellate Authority : Mr. Anupam Srivastava Email : appeal@spectra.co Address : 3rd Floor, Plot No. 21-22, Udyog Vihar, Phase-IV, Gurgaon, Haryana – 122015 Fax : +91 11 66064805
m) Procedure for termination or disconnection of each service offered by the service provider:
Speak to us now, for -
New Connection: 1860 266 0099
Existing Customer: 1800 121 5678
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