Legal

Customer Charter

We continuously work to exceed your expectations and our Customer Charter demonstrates our commitment to serving you better. Our service standards are measured and benchmarked against the industry’s best practices.

Our data services include IP VPN, Ethernet, Internet, and International Private Line. Our converged voice services include Voice VPN.

You can measure the performance of our services against the following commitments:

• Call Answering Time: Tata Communications can be accessed on a 24×7 basis via telephone and email. 95% of calls made to our call centre will be answered within 20 seconds.
• Email Answering Time: 95% of email inquiries will be answered within 30 minutes of being received.
• Complaint Handling Time: Tata Communications operates a 24×7 help desk supported by a team of dedicated, well-trained operators. Complaints are acknowledged with the issuance of a complaint ticket number. Based on the nature of the complaint, an indication of the timeframe within which the complaint will be resolved will be provided. The complaint ticket number is to be quoted for tracking the status of resolution of the complaint.
• Service Provisioning Time: The provision time for the services varies between services and is subject to the product specification, the complexity of deployment, customer site readiness and the availability of “last mile” from partner networks; typically, within 30 days.
• Service Restoration Time: For major services outages (where > 80% of service is effected) services will be restored within 4 hours in 90% of the cases. Minor service deviations will be addressed within 48 hours of complaint. In case of delays beyond the above timelines, Tata Communications will provide regular updates on the status of the restoration.
• Tata Communications will also provide on request Reasons for Outage (RFO) within 48 hours of the request and a detailed Root Cause Analysis (RCA) of the problem encountered within 5 working days of the request.

Italy Chart of Services:

• Chart of Services (ENG)
• Chart of Services (ITA)

As part of our commitment to you, we welcome your feedback on how successful we are in achieving the standards set forth in this Charter. Your compliments, complaints, and suggestions are important to us and will allow our organization to continue to provide the highest level of customer service.

Email Disclaimer

The integrity and security of e-mail communication cannot be guaranteed via the public Internet as information can be intercepted, corrupted, lost, destroyed, arrive late or contain viruses. Tata Communications hereby disclaims any liability for the correct and complete transmission of information contained in e-mail messages or for any delay in its receipt. If verification of the content of any e-mail communication is required, please request a hard copy version of the e-mail from the original sender.

Any views or opinions expressed in e-mail are solely those of the author and do not necessarily represent those of Tata Communications. While Tata Communications endeavours to check all incoming and outgoing messages for the presence of computer viruses, neither Tata Communications nor the sender will accept any responsibility for viruses or malicious code embedded in e-mail messages and we highlight that it is the recipient’s responsibility to scan or otherwise check the content of e-mail messages for the presence of the same.

All quotes from Tata Communications are valid for 30 days following the date of e-mail transmission unless expressly provided otherwise in the e-mail correspondence. Tata Communications accepts no liability for the content of an e-mail, or for the consequences of any actions taken on the basis of the information provided, unless that information is subsequently confirmed in writing and signed by authorised representatives of the Company.

All electronic communications to and from Tata Communications are recorded and may be monitored by the Company.

India Telecom Regulations

Provisioning of Telecommunications Services in India is governed by the Indian Telegraph Act, 1885 (“Act”). This Act governs the setting up of telecommunications network and the use of telecommunications services in India. The Act also prohibits anyone from providing, running or maintaining a telecommunication network in India without a valid license issued by the Department of Telecommunications, Government of India.

The services provided by Tata Communications Limited (“TCL”) as a licensed service provider to a customer in India cannot be resold by the customer, since such resale would constitute running a telecommunication network in India without a license and would be punishable by a fine and imprisonment. In such a case TCL would also be held responsible for abetting such illegal practice. There are national security concerns since illegal telecommunications network operators would not be subject to security monitoring as the licensed operators are.

Leased line services are the critical infrastructure and have a potential to be used for illegal telecommunications network and services. Therefore, the use of leased line is strictly regulated.

Connecting a leased line to public network is prohibited.

The Indian Telegraph Rules, 1951 prohibit interconnection of a leased line to the public telecommunications network, such as Public Switched Telephone (PSTN), Integrated Services Digital Network (ISDN) & Public Land Mobile Networks. Carrying of traffic from Private Network to Public Network and vice versa results in a flow of unmonitored traffic from a private network to the public network bypassing the authorized gateways and can thus result in a security threat to the nation.

Leased Lines can be connected to create a Private network between company offices for exchange of voice and data to facilitate Inter Office Communications. Leased lines can also be connected to an EPABX to facilitate voice and data traffic from user desks to facilitate genuine users provided the private voice and data traffic is completely isolated from the public voice and data traffic through Logical Partitioning feature available with most advanced EPABX.

The telecommunications services cannot be used for carrying objectionable, obscene, unauthorized or any other content, messages or communications infringing copyright & intellectual property in any form.

Under the rules governing telecommunications in India, the customer is obliged to provide, without any delay, access to authorized officers of Service Provider, Department of Telecommunications, Intelligence Department officers when such access or information is required for investigations or detection of crimes and in the interest of national security.

The use of the network for anti-national activities would be construed as an offence punishable under the Indian Penal Code or other applicable laws. The networks cannot be used in such a manner as to endanger or make vulnerable a networked infrastructure. Acts such as break-ins or attempted break-ins of Indian networks shall be regarded as an anti-national act and shall be dealt with in accordance with the Indian Penal Code.

A lease line customer needs to maintain a complete network diagram, of the private network set up, at each location where a leased line is terminated along with details of connectivity available at the site. The same should be made available on demand at the time of inspection as required by law.

The above information is for the purpose of giving an overview to the readers and cannot be in any manner construed to be exhaustive description of the restrictions under the Act, applicable Rules and licenses.

Useful sites for information on Indian Telecommunications Regulations:

• http://www.dot.gov.in/
• http://www.trai.gov.in/
• http://www.trai.gov.in/about-us/acts-policies/indian-telegraph-act-1885

Regulatory Documents:

• Tata Communications RIO Chennai
• Tata Communications RIO Cochin
• Tata Communications RIO LVSB Mumbai
• TATA COMMUNICATIONS VSB MUMBAI CLS RIO

Note: The rates mentioned in these RIOs are subject to the outcome of WP No. 1875 of 2013 filed in the Hon’ble High Court of Madras in the matter titled “TCL vs TRAI” and interim order dated 24 January 2013 made by the Hon’ble High Court of Madras in the case.

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