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Terms and Conditions for Broadband Service

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1. Introduction These Terms and Conditions

("Terms") govern the provision of broadband services by Chip and Pin Direct ("Provider") to the Customer ("Customer"). By subscribing to or using the broadband service, the Customer agrees to be bound by these Terms, effective as of the Start Date.

 

2. Scope of Services The Provider will deliver broadband internet services as per the plan selected by the Customer. Services include:

  • Internet connectivity

  • Network monitoring and maintenance

  • Technical support

  • Troubleshooting and issue resolution

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3. Service Availability

3.1 Uptime Commitment The Provider aims to deliver a service uptime of 99.9% per calendar month, excluding scheduled maintenance and force majeure events.

3.2 Downtime Calculation Downtime is calculated as the total time in minutes the service is unavailable during a calendar month, excluding scheduled maintenance and events beyond the Provider’s control.

3.3 Scheduled Maintenance Scheduled maintenance will be conducted with prior notice to the Customer, typically during non-peak hours. The Provider will provide at least [X] hours of notice before scheduled maintenance.

 

4. Performance Metrics The following key performance indicators (KPIs) are applicable:

4.1 Latency: Average latency will not exceed [X] ms for local connections.

4.2 Packet Loss: Packet loss will not exceed [X]% on average.

4.3 Bandwidth: The Provider will deliver at least [Y]% of the advertised download and upload speeds during peak hours.

5. Support and Issue Resolution

5.1 Support Availability The Provider offers technical support [24/7/Business Hours] through the following channels:

  • Phone: [Support Phone Number]

  • Email: [Support Email Address]

  • Online Chat: [Website/Link]

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5.2 Response and Resolution Times

Severity LevelDefinitionResponse TimeResolution Time

CriticalComplete service outageWithin 30 minWithin 4 hours

HighSignificant degradation in performanceWithin 1 hourWithin 8 hours

MediumMinor issues affecting functionalityWithin 4 hoursWithin 24 hours

LowNon-urgent inquiries or requestsWithin 12 hoursWithin 3 days

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6. Compensation for Service Interruptions

6.1 Service Credits If the Provider fails to meet the uptime commitment, the Customer may be eligible for service credits as follows:

  • Downtime between 1 and 4 hours: [X]% of monthly fee

  • Downtime exceeding 4 hours: [Y]% of monthly fee

6.2 Claim Procedure The Customer must submit a claim for service credits within [Z] days of the outage. Claims must include details of the outage and its impact.

 

7. Exclusions These Terms do not apply to service disruptions caused by:

  • Force majeure events (natural disasters, war, etc.)

  • Customer’s equipment or network configuration

  • Scheduled maintenance with prior notice

  • Actions or inactions of third parties not under the Provider’s control

 

8. Term and Termination These Terms remain in effect for the duration of the service agreement. The Provider or Customer may terminate the agreement if:

  • There is a breach of material terms by either party.

  • The service agreement is otherwise terminated.

 

9. Miscellaneous

9.1 Governing Law These Terms are governed by the laws of [Jurisdiction].

9.2 Amendments The Provider may amend these Terms at any time. Changes will be communicated to the Customer through appropriate channels.

9.3 Entire Agreement These Terms constitute the entire agreement between the Provider and the Customer regarding service levels and supersede all prior discussions or agreements.

 

By using the broadband service, the Customer acknowledges and agrees to these Terms and Conditions.

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