Quality of Service Guarantees

Installation Guarantee

APT Telecom Services Ltd., will make every effort to minimize the provison time but guarantees that Satellite connectivity for [client] shall be installed within (8) weeks after an order has been accepted and entered into APT Telecom Services Ltd.'s provisioning system by its Sales team. Subject to the following conditions, if APT Telecom Services Ltd. fails to meet this commitment, [client] shall receive a “Service Credit” equal to the amount of one half of the installation or activation fee paid by [client] to APT Telecom Services Ltd. for services.

• [Client] or its representative shall cooperate with APT Telecom Services Ltd. in the installation process, including accurate completion of an order form containing detailed demarcation information and other onsite contact listings. Changes in an order made by or on behalf of [client] or the occurrence of events outside the control of APT Telecom Services Ltd., such as Force Majeure, may result in delays for which APT Telecom Services Ltd. is not responsible hereunder.
• [Client] or its representative must be physically present at the time of installation and must provide access to the designated demarcation point(s) on the date(s) agreed to by APT Telecom Services Ltd. Such building access and escort must also be provided to the local telecom provider to perform its tasks necessary for installation of the circuit.
• Special circuits, including those ordered for remote areas or using non-standard technology, are not covered.
• All circuits (including local loops, cross-connects and end-link circuits) must be ordered by APT Telecom Services Ltd., and all equipment must be provided and configured by APT Telecom Services Ltd. or approved by APT Telecom Services Ltd..
• When APT Telecom Services Ltd. provides equipment, which [client] installs and configures, [client] must physically plug in such equipment promptly upon its receipt by [client].

In the event of a delay in installation that entitles [client] to Installation Service Credit, [client] shall be liable for the local-loop charges with respect to such order beginning on the actual installation date despite the grant of Installation Service Credit by APT Telecom Services Ltd..

Unless [client] has been notified of Network Unavailability by APT Telecom Services Ltd., [client] shall notify the APT Telecom Services Ltd. Network Operations Center (+852-2600-2138) of such Network Unavailability promptly during such Network Unavailability.

Outage notification

APT Telecom Services Ltd. guarantees that it shall contact [client], either by phone or by email, within one (1) hour after the occurrence of a Network Unavailability resulting in complete downtime for [client].