These IT Support / Service Terms & Conditions ("Service Terms") govern the provision of IT support, technical support, onsite engineering, remote support, infrastructure support, hardware support, network support, deployment, maintenance and related technology services ("Services") provided by Hyphenet Enterprises ("Hyphenet Enterprises", "we", "us", or "our") to its customers ("Customer", "you", or "your").
These Service Terms apply together with the applicable quotation, purchase order, service agreement, master service agreement, statement of work ("SOW"), service-level agreement ("SLA"), rental agreement and other written commercial documents.
Where a separate signed agreement contains provisions inconsistent with these Service Terms, the signed agreement shall prevail for that particular engagement.
1. SCOPE OF SERVICES
Hyphenet Enterprises may provide the following IT Services:
- Desktop support;
- Laptop support;
- Server support;
- Hardware troubleshooting;
- Hardware maintenance;
- Software troubleshooting;
- Operating system support;
- Network support;
- IT infrastructure support;
- IT infrastructure setup;
- IT deployment;
- IT asset management;
- IT asset tagging;
- Device configuration;
- IT equipment installation;
- Remote IT support;
- On-site IT support;
- On-site IT engineers;
- IT helpdesk services;
- User support;
- Server deployment;
- Networking services;
- Firewall and security infrastructure support;
- Backup support;
- Endpoint support;
- IT project support;
- Temporary IT staffing;
- Data-centre support; and
- Other technology services specifically agreed with the Customer.
The actual Services included in an engagement shall be determined by the applicable quotation, SOW, SLA or service agreement.
2. SERVICE ENGAGEMENT
Services may be initiated through:
- Quotation;
- Purchase order;
- Service agreement;
- Master service agreement;
- SOW;
- Email confirmation;
- Written approval;
- Online service request; or
- Other mutually accepted arrangement.
Hyphenet Enterprises is not obligated to provide services outside the agreed scope without appropriate approval.
3. SERVICE SCOPE
The Customer's service scope shall be defined by the applicable commercial document.
The scope may specify:
- Number of users;
- Number of devices;
- Number of locations;
- Service hours;
- Engineer availability;
- Response times;
- Resolution targets;
- Included services;
- Excluded services;
- Escalation process;
- Service frequency;
- Support channels; and
- Applicable charges.
4. REMOTE SUPPORT
Remote support may be provided through:
- Telephone;
- Email;
- Remote support software;
- Video conferencing;
- Chat;
- WhatsApp;
- Ticketing system; or
- Other approved communication channels.
The Customer must provide reasonable cooperation and access required to diagnose and resolve issues.
5. ON-SITE SUPPORT
Where included in the applicable agreement, Hyphenet Enterprises may provide on-site technical support at the Customer's premises.
On-site support may include:
- Hardware troubleshooting;
- Desktop/laptop troubleshooting;
- User support;
- Device installation;
- Device configuration;
- Asset management;
- Network troubleshooting;
- Basic infrastructure support;
- Deployment;
- Replacement coordination; and
- Other agreed activities.
6. ON-SITE ENGINEER SERVICES
Where an engineer is deployed at the Customer's premises, the engineer shall perform duties within the agreed scope.
The engineer may be assigned to:
- Helpdesk support;
- Desktop support;
- Laptop support;
- Hardware support;
- Network support;
- Asset management;
- IT operations;
- Deployment;
- Installation;
- User support; and
- Other agreed IT activities.
The Customer shall not require the engineer to perform unrelated duties without prior approval.
7. ENGINEER WORKING HOURS
Engineer working hours shall be determined by the applicable quotation, SLA or service agreement.
Working arrangements may include:
- Business hours;
- Shift support;
- Extended hours;
- Weekend support;
- Holiday support; or
- 24×7 support.
Services outside agreed working hours may attract additional charges.
8. SERVICE REQUESTS
Customers should raise support requests through the designated support channel.
Support channels may include:
- Email;
- Ticketing system;
- Telephone;
- WhatsApp;
- Customer portal; or
- Other agreed channels.
Where a ticketing system is provided, Customers should use the ticketing system for service tracking.
9. SUPPORT TICKET
A support ticket may contain:
- Ticket number;
- Customer name;
- User details;
- Device details;
- Asset number;
- Serial number;
- Problem description;
- Priority;
- Date/time;
- Assigned engineer;
- Actions taken;
- Status; and
- Resolution information.
Ticket records may be retained for operational and contractual purposes.
10. PRIORITY LEVELS
Where an SLA is applicable, incidents may be classified according to severity.
Typical categories may include:
Critical
A major failure affecting a critical business system, large number of users or essential business operations.
High
A significant issue affecting important business operations or multiple users.
Medium
An issue affecting an individual user or non-critical business function.
Low
A minor issue, request, configuration change or informational request.
The actual priority definitions shall be governed by the applicable SLA.
11. RESPONSE TIME
Response time means the time between receipt/registration of a valid service request and the commencement of appropriate support activity.
Response time does not necessarily mean resolution time.
12. RESOLUTION TIME
Resolution time means the time required to restore the affected service or provide an agreed workaround, subject to:
- Availability of parts;
- Customer cooperation;
- Third-party dependencies;
- System complexity;
- Access availability;
- Software vendors;
- Hardware vendors; and
- Other circumstances beyond reasonable control.
13. SERVICE LEVEL AGREEMENT
Where an SLA is signed or incorporated into the service arrangement, the SLA shall determine applicable:
- Response times;
- Resolution targets;
- Priority levels;
- Service hours;
- Escalation;
- Service credits; and
- Other service commitments.
If no SLA is agreed, Hyphenet Enterprises will use reasonable commercial efforts to respond to service requests.
14. SLA EXCLUSIONS
SLA timelines may be excluded or suspended where delay results from:
- Customer unavailability;
- Lack of access;
- Lack of required information;
- Lack of approval;
- Third-party dependency;
- Hardware part availability;
- Software vendor dependency;
- Internet service provider issues;
- Customer network failure;
- Power failure;
- Force majeure;
- Security restrictions; or
- Other circumstances outside Hyphenet Enterprises' reasonable control.
15. CUSTOMER RESPONSIBILITIES
The Customer shall:
- Provide accurate information;
- Provide access to affected systems;
- Provide authorised personnel;
- Provide necessary credentials where appropriate;
- Maintain suitable infrastructure;
- Provide required approvals;
- Maintain appropriate backups;
- Maintain valid software licences;
- Cooperate with engineers;
- Ensure a safe working environment; and
- Comply with applicable laws and security requirements.
16. CUSTOMER ACCESS
The Customer shall provide reasonable access to:
- Computers;
- Laptops;
- Servers;
- Network equipment;
- Firewalls;
- Data centres;
- Server rooms;
- Workstations;
- Applications; and
- Other infrastructure required for the Services.
17. CREDENTIALS AND ACCESS
Where technical access is required, the Customer should provide appropriate authorised access.
Where practical, the Customer should use:
- Temporary credentials;
- Role-based access;
- Least-privilege access; and
- Time-limited access.
Hyphenet Enterprises personnel shall use access only for authorised service purposes.
18. CUSTOMER SYSTEM ADMINISTRATOR ACCESS
Where the Customer provides administrator credentials, the Customer remains responsible for authorising such access.
Hyphenet Enterprises shall not be responsible for the Customer's decision to provide elevated privileges unless otherwise agreed.
19. CUSTOMER DATA
The Customer remains responsible for data stored on its systems.
The Customer should maintain appropriate:
- Backups;
- Disaster recovery arrangements;
- Access controls;
- Password policies;
- Security controls; and
- Data protection measures.
20. DATA BACKUP
Unless expressly included in the service scope, Hyphenet Enterprises does not guarantee backup or recovery of Customer data.
Where backup services are contracted separately, the applicable backup agreement shall determine:
- Backup frequency;
- Retention;
- Storage;
- Recovery objectives;
- Recovery process; and
- Responsibilities.
21. DATA LOSS
To the maximum extent permitted by law, Hyphenet Enterprises shall not be responsible for Customer data loss resulting from:
- Hardware failure;
- Software failure;
- Malware;
- Customer configuration;
- Customer actions;
- Third-party software;
- Operating system failure;
- Data corruption;
- Network failure;
- Unauthorised Customer activity; or
- Other circumstances outside Hyphenet Enterprises' reasonable control,
except where expressly agreed otherwise.
22. SOFTWARE LICENSING
The Customer is responsible for ensuring that all software used within its environment is properly licensed.
Hyphenet Enterprises may refuse to install or support software where:
- Licensing is unclear;
- The software appears pirated;
- The software creates material security risk; or
- The requested activity is unlawful.
23. CUSTOMER-SUPPLIED SOFTWARE
Where the Customer provides software for installation, the Customer confirms that:
- It has the right to use the software;
- The software is legally obtained;
- Required licences are available;
- Installation is authorised; and
- The software does not knowingly contain malicious code.
24. HARDWARE SUPPORT
Hardware support may include:
- Diagnostics;
- Troubleshooting;
- Component replacement;
- Hardware installation;
- Hardware testing;
- Hardware coordination;
- Warranty coordination; and
- Other agreed hardware services.
25. HARDWARE REPLACEMENT
Where hardware replacement is required, Hyphenet Enterprises may:
- Replace the defective component;
- Repair the equipment;
- Replace the equipment;
- Coordinate manufacturer warranty;
- Provide temporary equipment; or
- Recommend another solution.
Replacement is subject to equipment availability and applicable commercial terms.
26. THIRD-PARTY HARDWARE
Where hardware is manufactured by a third party, warranty and replacement may be subject to the manufacturer's policies.
Hyphenet Enterprises will use reasonable efforts to coordinate such services where included.
27. SOFTWARE SUPPORT
Software support may include:
- Operating system troubleshooting;
- Driver issues;
- Basic application support;
- Installation;
- Configuration;
- Updates; and
- Other agreed support.
Support for specialised third-party applications may require separate arrangements.
28. APPLICATION SUPPORT
Unless specifically included, Hyphenet Enterprises does not guarantee support for:
- Custom applications;
- Proprietary applications;
- Unsupported legacy applications;
- Internally developed applications;
- Applications without vendor support; or
- Applications outside the agreed service scope.
29. NETWORK SUPPORT
Where network support is included, Services may include:
- Basic LAN troubleshooting;
- Wi-Fi troubleshooting;
- Switch troubleshooting;
- Router troubleshooting;
- IP configuration;
- Connectivity troubleshooting;
- Network device configuration; and
- Other agreed activities.
Major network redesign or infrastructure projects may require separate quotation.
30. SERVER SUPPORT
Server support may include:
- Hardware troubleshooting;
- Operating system support;
- Basic configuration;
- Monitoring;
- Patch coordination;
- Storage troubleshooting;
- Service troubleshooting; and
- Other agreed services.
Advanced application, database or architecture support may require separate engagement.
31. FIREWALL AND SECURITY SUPPORT
Where specifically included, Hyphenet Enterprises may provide support for:
- Firewall configuration;
- VPN;
- Security policies;
- Network access;
- Basic firewall troubleshooting;
- Security appliance deployment; and
- Other agreed security infrastructure.
Cybersecurity incident response, forensic investigation or advanced security services may require separate engagement.
32. CYBERSECURITY INCIDENTS
Unless specifically contracted, standard IT support does not automatically include:
- Digital forensics;
- Malware investigation;
- Incident response;
- Threat hunting;
- Security breach investigation;
- Ransomware recovery; or
- Advanced cybersecurity services.
Such services may be provided under a separate agreement.
33. PATCHING AND UPDATES
Where patch management is included, Hyphenet Enterprises may assist with:
- Operating system updates;
- Security patches;
- Application updates;
- Server patches; and
- Endpoint updates.
The Customer remains responsible for approving business-critical updates where such approval is required.
34. ANTIVIRUS AND ENDPOINT SECURITY
Where endpoint security services are included, Hyphenet Enterprises may deploy or manage agreed security software.
The Customer remains responsible for:
- Licensing;
- Security policy approval;
- User cooperation;
- Security incident reporting; and
- Business continuity arrangements,
unless otherwise agreed.
35. REMOTE ACCESS
Remote access may be used for support where authorised.
Remote access tools may be used for:
- Troubleshooting;
- Configuration;
- Software installation;
- Diagnostics;
- Monitoring; and
- Other authorised activities.
Remote access should be limited to the purpose of providing Services.
36. REMOTE SUPPORT SECURITY
Hyphenet Enterprises may use reasonable security measures for remote support.
Customers should not share credentials publicly or through insecure channels.
Where possible, remote sessions should be:
- Authorised;
- Limited in duration;
- Logged where appropriate; and
- Restricted to the required system.
37. ON-SITE ENGINEER ACCESS
Customers shall provide on-site engineers with:
- Site access;
- Appropriate working space;
- Required system access;
- Network access where necessary;
- Security clearance; and
- Safe working conditions.
38. ENGINEER WORK ENVIRONMENT
The Customer shall maintain a workplace free from:
- Threats;
- Harassment;
- Unsafe conditions;
- Discrimination;
- Violence; and
- Other inappropriate conduct.
Hyphenet Enterprises may withdraw personnel from unsafe circumstances.
39. ENGINEER REPLACEMENT
Hyphenet Enterprises may replace an assigned engineer where reasonably required due to:
- Leave;
- Resignation;
- Illness;
- Training;
- Performance requirements;
- Operational requirements;
- Customer request; or
- Other business reasons.
Where a dedicated engineer is contracted, reasonable efforts will be made to maintain continuity.
40. CUSTOMER REQUESTED ENGINEER REPLACEMENT
A Customer may request replacement of an engineer.
Hyphenet Enterprises will evaluate the request reasonably and may provide an alternative resource subject to availability and contractual terms.
41. ENGINEER SCOPE LIMITATIONS
The Customer shall not require an engineer to perform:
- Non-IT personal work;
- Unauthorised activities;
- Unlawful activities;
- Activities outside the agreed scope without approval;
- Activities that create unreasonable security risk; or
- Work that violates Hyphenet Enterprises' policies.
42. SUPPORT HOURS
Standard support hours shall be as specified in the quotation or SLA.
Unless otherwise stated, support is generally provided during normal business hours.
24×7 support must be specifically contracted.
43. AFTER-HOURS SUPPORT
After-hours, weekend and holiday support may be subject to:
- Additional charges;
- Availability;
- Priority;
- Engineer allocation; and
- Separate SLA terms.
44. EMERGENCY SUPPORT
Emergency support may be provided subject to engineer availability and applicable charges.
Emergency support does not automatically guarantee immediate resolution.
45. SERVICE EXCLUSIONS
Unless expressly agreed, Services do not automatically include:
- Application development;
- Software development;
- Major database administration;
- Major network redesign;
- Civil work;
- Electrical work;
- Data recovery;
- Digital forensics;
- Cybersecurity incident response;
- Unsupported software;
- Hardware not covered by the agreement;
- Third-party vendor management; or
- Other specialist services.
46. THIRD-PARTY SERVICES
IT Services may depend on:
- Internet providers;
- Software vendors;
- Hardware manufacturers;
- Cloud providers;
- Telecom providers;
- Data centres;
- OEMs; and
- Other third parties.
Hyphenet Enterprises shall not be responsible for failures caused solely by third parties beyond its reasonable control.
47. CUSTOMER INTERNET CONNECTION
Unless expressly included, the Customer is responsible for Internet connectivity.
Hyphenet Enterprises is not responsible for service interruptions caused by the Customer's ISP.
48. CUSTOMER NETWORK
Unless specifically included, the Customer remains responsible for its network infrastructure.
Hyphenet Enterprises may assist with troubleshooting where such support is included.
49. CUSTOMER ELECTRICAL INFRASTRUCTURE
The Customer is responsible for appropriate:
- Power;
- Earthing;
- UPS;
- Surge protection;
- Generator;
- Cooling; and
- Electrical infrastructure.
Damage resulting from inadequate infrastructure may not be covered by standard support.
50. MAINTENANCE WINDOWS
Where planned maintenance is required, Hyphenet Enterprises may request a suitable maintenance window.
Customers should provide reasonable access and approvals.
51. SERVICE INTERRUPTION
Scheduled maintenance, third-party failures, emergencies or circumstances outside reasonable control may result in service interruption.
Where reasonably practicable, Customers will be informed of planned maintenance.
52. CHANGE MANAGEMENT
Where applicable, significant changes to Customer infrastructure should follow an agreed change-management process.
Changes may require:
- Change request;
- Approval;
- Maintenance window;
- Backup;
- Rollback plan; and
- Documentation.
53. CUSTOMER-REQUESTED CHANGES
Changes requested by the Customer outside the original scope may require:
- Additional quotation;
- Additional engineer hours;
- Additional equipment;
- Additional licences; or
- Other charges.
54. CONFIGURATION MANAGEMENT
Where included, Hyphenet Enterprises may maintain records relating to:
- Devices;
- Asset numbers;
- Serial numbers;
- Network equipment;
- Configurations;
- Locations;
- Users; and
- Support history.
55. ASSET MANAGEMENT
Where asset management is included, Services may include:
- Asset tagging;
- Asset inventory;
- Assignment;
- Collection;
- Reconciliation;
- Reporting;
- Asset movement tracking; and
- Lifecycle management.
56. CUSTOMER ASSET INFORMATION
Customers shall provide accurate asset information where required.
Hyphenet Enterprises is not responsible for discrepancies caused by inaccurate Customer records.
57. DOCUMENTATION
Where included, Hyphenet Enterprises may provide documentation such as:
- Support reports;
- Asset reports;
- Network diagrams;
- Configuration records;
- Incident reports;
- Maintenance reports; and
- Other agreed documentation.
58. SERVICE REPORTING
Periodic service reports may be provided where included.
Reports may contain:
- Tickets;
- Incidents;
- Resolution status;
- Pending issues;
- SLA performance;
- Asset information; and
- Recommendations.
59. CUSTOMER APPROVALS
Certain activities may require Customer approval before execution, including:
- Hardware replacement;
- Major configuration changes;
- Software installation;
- System downtime;
- Data migration;
- Network changes; and
- Other material activities.
60. CUSTOMER DELAYS
Service timelines may be affected if the Customer fails to:
- Provide access;
- Approve work;
- Provide information;
- Provide credentials;
- Provide equipment;
- Provide network access;
- Make required personnel available; or
- Provide other required cooperation.
61. SERVICE CREDITS
Where applicable, service credits shall be governed exclusively by the applicable SLA.
Service credits, if any, shall not automatically constitute a refund of all charges.
62. SERVICE FEES
Service fees shall be specified in the applicable quotation or agreement.
Fees may be based on:
- Per user;
- Per device;
- Per engineer;
- Per visit;
- Per month;
- Per project;
- Per incident; or
- Other agreed basis.
63. ADDITIONAL SERVICES
Services outside the agreed scope may be billed separately after appropriate approval.
64. TRAVEL AND OUT-OF-STATION SERVICES
Where services require travel outside the agreed service location, additional charges may apply for:
- Travel;
- Accommodation;
- Local transportation;
- Meals;
- Logistics; and
- Other approved expenses.
65. MULTI-CITY SUPPORT
Hyphenet Enterprises may provide services across locations including:
- Delhi;
- Noida;
- Gurgaon/Gurugram;
- Mumbai;
- Bangalore/Bengaluru;
- Hyderabad; and
- Other locations subject to availability.
City-specific SLAs and charges may differ.
66. SERVICE AVAILABILITY
Service availability depends on:
- Engineer availability;
- Customer location;
- Service scope;
- Contract terms;
- Equipment availability;
- Third-party dependencies; and
- Operational requirements.
67. SERVICE TERMINATION
Either party may terminate Services according to the applicable service agreement.
Termination may be subject to:
- Notice period;
- Minimum commitment;
- Outstanding payments;
- Transition requirements; and
- Other contractual obligations.
68. TERMINATION FOR NON-PAYMENT
Hyphenet Enterprises may suspend or terminate Services where invoices remain unpaid, subject to the applicable agreement and law.
69. TERMINATION FOR MISUSE
Hyphenet Enterprises may suspend or terminate Services where Customer activities create:
- Security risks;
- Safety risks;
- Legal risks;
- Abuse of personnel;
- Unauthorised access; or
- Material contractual breach.
70. TRANSITION SUPPORT
Where Services are terminated, reasonable transition support may be provided subject to:
- Scope;
- Availability;
- Charges;
- Customer cooperation; and
- Applicable agreement.
71. CUSTOMER DATA ON TERMINATION
Customers should retrieve their data and information before service termination.
Where Hyphenet Enterprises holds Customer data as part of a contracted service, handling and deletion shall be subject to the applicable agreement and Privacy Policy.
72. CONFIDENTIALITY
Both parties shall protect confidential information received in connection with the Services.
Additional confidentiality requirements may be contained in an NDA or service agreement.
73. PRIVACY AND DATA PROTECTION
Personal information processed in connection with Services shall be handled in accordance with:
- Applicable law;
- Contractual obligations; and
- Hyphenet Enterprises' Privacy Policy.
Privacy Policy: www.hyphenet.net/privacy-policy
74. CUSTOMER DATA PROCESSING
Where Hyphenet Enterprises processes Customer data on behalf of the Customer, the parties may enter into additional contractual arrangements where required.
75. SECURITY INCIDENTS
Customers should promptly notify Hyphenet Enterprises of any suspected security incident affecting systems supported by Hyphenet Enterprises where such notification is relevant to the Services.
76. CYBERSECURITY RESPONSIBILITY
Unless expressly contracted, Hyphenet Enterprises does not guarantee that Customer systems will be immune from:
- Malware;
- Viruses;
- Ransomware;
- Phishing;
- Cyberattacks;
- Unauthorised access; or
- Other security threats.
Security services should be separately contracted where required.
77. THIRD-PARTY APPLICATIONS
Hyphenet Enterprises is not responsible for failures caused by third-party applications outside the agreed support scope.
78. SOFTWARE LICENCE COMPLIANCE
The Customer is responsible for ensuring that software used in its environment is appropriately licensed.
79. CUSTOMER BACKUP RESPONSIBILITY
Customers should maintain independent backups of critical data and systems.
80. DISASTER RECOVERY
Disaster recovery services are not included unless expressly stated in the applicable agreement.
81. BUSINESS CONTINUITY
The Customer remains responsible for its overall business continuity planning unless such services are specifically contracted.
82. LIMITATION OF LIABILITY
To the maximum extent permitted by applicable law, Hyphenet Enterprises shall not be liable for indirect, incidental, special or consequential losses, including:
- Loss of profits;
- Loss of revenue;
- Loss of business;
- Loss of opportunity;
- Business interruption;
- Loss of anticipated savings; or
- Indirect data loss.
Any specific liability limitation agreed in a signed service agreement shall prevail.
83. CUSTOMER INDEMNIFICATION
To the extent permitted by applicable law, the Customer may be responsible for losses, claims, costs or damages arising from:
- Customer misuse;
- Unauthorised instructions;
- Customer negligence;
- Unlicensed software;
- Unlawful activities;
- Breach of these Service Terms;
- Customer-provided malicious software; or
- Customer violation of third-party rights.
84. FORCE MAJEURE
Hyphenet Enterprises shall not be responsible for delay or failure caused by circumstances beyond reasonable control, including:
- Natural disasters;
- Fire;
- Flood;
- Earthquake;
- War;
- Civil unrest;
- Government restrictions;
- Strikes;
- Supply chain disruption;
- Major network failures;
- Cybersecurity events;
- Manufacturer shortages;
- Transportation disruption; or
- Other circumstances beyond reasonable control.
85. NO GUARANTEE OF UNINTERRUPTED SERVICE
Unless expressly guaranteed under an applicable SLA, Hyphenet Enterprises does not guarantee uninterrupted or error-free operation of Customer systems.
86. THIRD-PARTY DEPENDENCIES
Service timelines may depend on:
- OEMs;
- Software vendors;
- ISPs;
- Cloud providers;
- Telecom providers;
- Data centres; and
- Other third parties.
87. INTELLECTUAL PROPERTY
Unless otherwise agreed, Hyphenet Enterprises retains ownership of its:
- Tools;
- Methodologies;
- Templates;
- Documentation;
- Scripts;
- Processes;
- Software;
- Technical know-how; and
- Other intellectual property.
Customer-specific deliverables shall be governed by the applicable agreement.
88. CUSTOMER INTELLECTUAL PROPERTY
The Customer retains ownership of its:
- Data;
- Software;
- Documents;
- Trademarks;
- Business information; and
- Other intellectual property.
89. REMOTE MONITORING
Where included and authorised, Hyphenet Enterprises may use monitoring tools to monitor supported systems.
Monitoring may collect technical information such as:
- Device status;
- Operating system;
- Hardware information;
- Performance;
- Errors;
- Security status; and
- Other technical metrics.
90. SERVICE RECORDS
Hyphenet Enterprises may maintain records of:
- Tickets;
- Calls;
- Engineer visits;
- Repairs;
- Changes;
- Assets;
- Incidents;
- Resolutions; and
- Customer communications.
These records may be used for:
- Service delivery;
- SLA reporting;
- Billing;
- Quality control;
- Auditing; and
- Dispute resolution.
91. CUSTOMER FEEDBACK
Hyphenet Enterprises may request feedback regarding its Services.
Feedback may be used to improve:
- Service quality;
- Processes;
- Engineer performance;
- Customer experience; and
- Service delivery.
92. SERVICE IMPROVEMENT
Hyphenet Enterprises may periodically review service processes and recommend:
- Hardware upgrades;
- Software updates;
- Security improvements;
- Network improvements;
- Backup improvements;
- Infrastructure changes; and
- Other technology improvements.
Recommendations do not constitute mandatory services unless agreed.
93. AUDIT AND COMPLIANCE
Where agreed, Hyphenet Enterprises may assist customers with reasonable IT audit requirements related to the contracted Services.
Audit support outside the agreed scope may be chargeable.
94. CUSTOMER POLICIES
Customers may maintain their own:
- Information security policies;
- Access policies;
- IT policies;
- Data protection policies;
- Change-management policies; and
- Other internal requirements.
The Customer should communicate material requirements relevant to the Services before service commencement.
95. SERVICE LOCATION
Services may be delivered at:
- Customer premises;
- Remote locations;
- Data centres;
- Hyphenet Enterprises facilities;
- Employee locations; or
- Other agreed locations.
96. CUSTOMER PROPERTY
Hyphenet Enterprises personnel shall take reasonable care when handling Customer property.
The Customer remains responsible for maintaining appropriate insurance and security for its own property unless otherwise agreed.
97. EQUIPMENT HANDLING
Where Hyphenet Enterprises handles Customer equipment, reasonable care will be taken.
The Customer should maintain appropriate backups before handing over equipment for repair or maintenance.
98. SERVICE ACCEPTANCE
Where a service deliverable requires formal acceptance, the Customer shall review the deliverable within the period specified in the applicable agreement.
99. CHANGE IN SERVICE SCOPE
Any material change to Services should be documented through:
- Revised quotation;
- Change request;
- SOW;
- Contract amendment; or
- Other written confirmation.
100. SERVICE RENEWAL
Services may renew according to the applicable agreement.
Renewal may be:
- Automatic;
- Manual;
- Month-to-month;
- Annual; or
- Otherwise agreed.
101. SERVICE FEES DURING SUSPENSION
Where Services are suspended due to Customer non-payment or Customer breach, fees may continue to apply where provided under the applicable agreement.
102. REFUND AND CANCELLATION
Cancellation and refund of Services shall be governed by:
- Applicable service agreement;
- Quotation;
- SLA;
- Minimum commitment; and
- Hyphenet Enterprises' Refund & Cancellation Policy.
Refund & Cancellation Policy: www.hyphenet.net/refund-cancellation-policy
103. GOVERNING LAW
These Service Terms shall be governed by the laws of India.
Subject to any specific dispute-resolution or jurisdiction clause contained in the applicable service agreement, disputes shall be subject to the jurisdiction of the appropriate courts having jurisdiction over Hyphenet Enterprises.
104. DISPUTE RESOLUTION
The parties shall first attempt to resolve service disputes through good-faith discussions.
Where the applicable agreement provides for:
- Negotiation;
- Mediation;
- Arbitration; or
- Other dispute-resolution mechanisms,
those provisions shall apply.
105. SEVERABILITY
If any provision of these Service Terms is found invalid or unenforceable, the remaining provisions shall continue to apply to the extent permitted by law.
106. NO WAIVER
Failure to enforce any provision of these Service Terms does not constitute a waiver of that provision.
107. ENTIRE AGREEMENT
These Service Terms, together with the applicable:
- Quotation;
- Purchase order;
- Service agreement;
- SLA;
- SOW;
- Rental agreement; and
- Other written contractual documents
form the applicable service framework.
Where a signed agreement contains conflicting terms, the signed agreement shall prevail.
108. CHANGES TO THESE SERVICE TERMS
Hyphenet Enterprises may update these Service Terms from time to time.
The version applicable to an existing engagement shall be determined according to the applicable service agreement.
109. GRIEVANCE REDRESSAL
For service-related complaints or grievances, Customers may contact:
Grievance Officer: Rahul Kumar Designation: Sr. Manager Email: sales@hyphenet.net Phone: +91 93540 45878
Working Hours: Monday to Saturday, during normal business hours
110. CONTACT INFORMATION
Hyphenet Enterprises
Sales / Privacy Email: sales@hyphenet.net
Support Email: support@hyphenet.net
Phone: +91 93540 45878
Registered / Principal Office:
7th Floor, Devika Tower, Lala Lajpat Rai Road, Nehru Place, New Delhi, Delhi – 110019, India
Grievance Officer: Rahul Kumar
Designation: Sr. Manager
Grievance Email: sales@hyphenet.net
Grievance Phone: +91 93540 45878
Working Hours: Monday to Saturday, during normal business hours
111. CUSTOMER ACKNOWLEDGEMENT
By requesting, accepting or using IT Support / Services provided by Hyphenet Enterprises, the Customer acknowledges that it has read, understood and agreed to these Service Terms to the extent applicable to the engagement.
Where a separate written service agreement or SLA exists, that agreement shall prevail to the extent of any inconsistency.
112. FINAL ACKNOWLEDGEMENT
The Customer acknowledges that:
- IT Services are provided within the agreed scope;
- SLA commitments apply only where expressly agreed;
- Customer cooperation is required for timely service delivery;
- Customer remains responsible for its data and backups unless otherwise agreed;
- Customer remains responsible for software licensing;
- Third-party dependencies may affect service timelines;
- Additional services may attract additional charges;
- On-site engineer responsibilities are limited to the agreed scope;
- Services may be suspended for non-payment or material breach; and
- The applicable quotation, SLA, SOW and service agreement may contain additional obligations.
CONTACT
Hyphenet Enterprises
Registered / Principal Office: 7th Floor, Devika Tower, Lala Lajpat Rai Road, Nehru Place, New Delhi, Delhi – 110019, India
Grievance Officer: Rahul Kumar Designation: Sr. Manager Grievance Email: sales@hyphenet.net Grievance Phone: +91 93540 45878
Working Hours: Monday to Saturday, during normal business hours
© Hyphenet Enterprises. All Rights Reserved.
Need Clarification on Our Legal Policies?
For any questions regarding these legal terms, SLA parameters, enterprise Master Service Agreements (MSA), or compliance documentation, please contact our legal desk directly.