Technical Support
T-Signal supports and monitors its service up to the Customer Demarcation point 24 hours per day. T-Signal technical support ris from
8am - 10pm, Mon - Sun
T-Signal Standard Installation
Where required (if on-board wireless card is not enough), customer Standard Installation includes antenna, radio, mounting brackets and up to 9 meters of standard weather-sealed cable. The cable is run from the antenna to the Customer Demarcation point, and the service is tested for connectivity. In the unlikely event of additional installation costs, T-Signal will notify the Customer prior to installation. Customer Demarcation is defined as the location where Customer plugs into the T-Signal equipment and is generally located on the Customer premises.
Access to Equipment
The Customer agrees to allow personnel of T-Signal and its sub-contractors reasonable access to the Customer’s site for the purpose of installing, repairing, and removing equipment. Where necessary, the customer shall obtain appropriate authorization from the landlord.
Performance Guarantee
If T-Signal’s network is not performing as stated below, Customer may be entitled to a credit. The three components of the T-Signal Service Level Agreement are:
- Service Availability Guarantee: T-Signal guarantees 95.00% network availability, annualized method.
- Network Latency: Less than 250ms round trip delay on T-Signal Backbone, and less than 150ms round trip delay on T-Signal last mile.
- Packet Loss: Packet Loss less than 2% on T-Signal Backbone.
Compensation for Loss of Connectivity
Unless stated otherwise herein, the Customer’s exclusive remedy for loss of connectivity is repair of service and compensation for the period of lost connectivity to the Internet. Compensation may be awarded for loss of connectivity as listed below if the elapsed time from Ticket Open exceeds the following:
- Exceeding 24 hours: 1% of monthly billed site revenue.
- Exceeding 48 hours: 2% of monthly-billed site revenue.
- Exceeding 72 hours: 5% of monthly billed site revenue.
The period of lost connectivity to the Internet shall be determined by records kept by the T-Signal Network Operations Center (“NOC”) and based on measurements to the Customer Demarcation.
T-Signal will incur no liability and issue no credits due to any causes beyond its reasonable control, including, but not limited to, Acts of God, War, Strikes, electrical storm, hurricane and, if needed, lack of access to Customer equipment and Site. All monies owed T-Signal and not in dispute must be paid in full before a credit is applied.
The Customer is responsible for providing adequate voltage surge protection with a UPS for any T-Signal router/equipment at the Customer Demarcation.
See our Frequently Asked Questions for more information.
For details on current promotions, please call 021244 361 to talk to one of our knowledgeable representatives.
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