Customer Policy

Sparkline Technosys Pvt. Ltd. (STPL) is dedicated to providing reliable internet and IT services. We ensure transparent billing, fair usage, and 24/7 customer support. Our commitment is to seamless connectivity, customer satisfaction, and ethical business practices.

Effective Date: [Insert Date]
Last Updated: 25/01/2025
Version: 1.0

Introduction

Welcome to Sparkline Technosys Pvt. Ltd. (STPL), an Internet Solutions Provider specializing in high-speed and redundant connectivity for Fiber Optic Lines and Radio Link Solutions. Formerly known as Technosys Teleservices, we aim to deliver cutting-edge internet services and IT infrastructure solutions across the Bharuch Telecom Circle and beyond. This Customer Policy governs the use of our services and ensures a clear understanding between STPL and our valued customers.

By using any services provided by STPL, you agree to the terms set forth in this Customer Policy. We encourage you to read through this document thoroughly to understand your rights and obligations.

1. Services Offered

STPL offers a wide range of services, including but not limited to:

  • Internet Leased Line (ILL) & Network Solutions
  • System Integration Solutions: Cloud, server & storage solutions, backup, desktop & laptop, security (firewall/antivirus), networking, UPS, and CCTV.
  • Connectivity Solutions: Wireless and optical fiber point-to-point/multipoint, long-distance connectivity, industrial OFC cable laying and network installation.
  • Remote Infrastructure Management (RIM)
  • Voice Over IP (VOIP) Configuration Services
  • CCTV & Remote Surveillance Solutions

STPL continually strives to deliver high-quality services and ensure customers benefit from the latest technologies. We aim to provide the most reliable, cost-effective, and efficient IT solutions tailored to each customer’s needs.

2. Service Terms & Conditions

2.1 Service Activation & Delivery

  • Upon signing the agreement and paying the requisite fees, services will be activated within the stipulated time frame as agreed upon in the contract. This period may vary depending on the type of service ordered (Fiber Optic, Radio Link, etc.).
  • All services are subject to availability, geographical limitations, and technical feasibility. In some areas, services may require additional infrastructure or modifications, for which the customer will be notified and may incur additional charges.

2.2 Service Level Agreements (SLAs)

  • STPL offers SLAs that define the performance standards for services. These include guaranteed uptime, response time for support, and troubleshooting. Specific SLAs are provided at the time of service agreement.
  • Any service downtime due to maintenance, force majeure events (e.g., natural disasters), or customer-related issues will not be counted against SLA commitments.

2.3 Billing & Payment

  • Customers will be billed on a Monthly, Quarterly, Yearly basis, and payments are due within the specified period (typically 15 to 30 days from the invoice date). Failure to make timely payments may result in temporary suspension or termination of service.
  • Payments are accepted through multiple channels such as bank transfer, cheque, and online payment systems.
  • Any changes to service plans, upgrades, or downgrades will be reflected in the next billing cycle.
  • In case of delayed payments, a late fee will be applicable as specified in the contract.

2.4 Refunds & Cancellations

Refunds and cancellations are governed by the terms outlined in our Refund & Cancellation Policy. Below are the key highlights:

  • Refunds may be issued for service cancellations, provided the request is made within the specified period as per the service agreement.
  • Refunds are processed based on the unused portion of the service, with setup and installation fees being non-refundable.
  • Customers must submit a formal written request for cancellations, following the procedures mentioned in the agreement.

For a detailed explanation of refund eligibility, processing timelines, and cancellation terms, please refer to our official Refund & Cancellation Policy.

3. Customer Obligations

3.1 Equipment Usage

Customers are responsible for the proper and safe handling, maintenance, and operation of any equipment provided by Sparkline Technosys Pvt. Ltd. (STPL), including but not limited to:

  • Routers
  • Switches
  • Cables
  • Other hardware installed on the customer’s premises

In the event of damage, loss, or malfunction of the equipment due to customer negligence or misuse, the customer will be liable for the cost of repair, replacement, or any associated fees required to restore the equipment to its original working condition.

It is the responsibility of the customer to ensure that the equipment remains in proper working order and is used in accordance with STPL’s guidelines. Customers should contact STPL immediately if they encounter any issues with the equipment.

3.2 Usage Restrictions

Customers agree to use STPL’s services in full compliance with all applicable laws, regulations, and terms outlined in this Customer Policy. The following activities are strictly prohibited:

  • Unauthorized Access: Gaining or attempting to gain unauthorized access to STPL’s network or any systems, data, or accounts.
  • Malicious Software: Distributing or attempting to distribute viruses, malware, spyware, or any other malicious software that can damage or disrupt networks or devices.
  • Spamming and Fraud: Engaging in spamming, fraudulent activities, or any form of communication designed to deceive or harm others.
  • Unlawful Activities: Using STPL’s services for any illegal activities or to violate any laws, regulations, or third-party rights.
  • Intellectual Property Violations: Infringing on the intellectual property rights of others, including but not limited to copyright, trademark, or patent violations.

Any violation of these terms may result in the immediate suspension or termination of services. Additionally, STPL reserves the right to pursue legal action if necessary to address any violations of these restrictions.

By using STPL’s services, customers agree to abide by these obligations and understand that failure to comply may result in consequences, including service suspension or termination.

4. Customer Support & Assistance

4.1 Support Services

Sparkline Technosys Pvt. Ltd. (STPL) provides comprehensive 24/7 customer support for all internet and IT infrastructure services. Customers can access support through the following channels:

  • Phone: Available for urgent and general support inquiries.
  • Email: Reach us at our support email for any technical or service-related concerns.
  • Online Portal: For non-urgent requests, customers can submit queries or request assistance through our dedicated online support portal.

When contacting support for technical issues, we encourage customers to provide detailed information, such as:

  • Error messages or descriptions of the problem
  • Affected devices or systems
  • Steps taken before the issue occurred
  • Any other relevant details to assist in troubleshooting

Providing this information will help us resolve the issue more efficiently and accurately.

4.2 Response Times

STPL is committed to addressing and resolving most support issues within the stipulated response times as outlined in the Service Level Agreement (SLA) provided to customers. We prioritize support requests based on the severity of the issue:

  • Critical Issues: Service outages or critical service disruptions will be addressed immediately, and our team will work to restore service as quickly as possible.
  • Non-Critical Issues: For less urgent requests, the response time will be in line with the SLAs defined for the specific service.

Our aim is to provide timely, effective, and consistent support to ensure minimal disruption to your services.

5. Privacy & Data Security

Sparkline Technosys Pvt. Ltd. (STPL) is committed to maintaining the privacy, confidentiality, and security of its customers’ data. We understand the importance of safeguarding sensitive information and adhere to the following principles to ensure that your data remains protected:

5.1 Customer Data Privacy

  • Confidentiality: STPL ensures that customer data is kept confidential and is not shared with third parties without explicit consent from the customer. The only exceptions to this are when data sharing is required by law or for troubleshooting purposes, such as providing technical support or addressing network-related issues.
  • Data Usage: Customer data will only be used for the purpose of providing services and improving the quality of service. We do not engage in the sale or unauthorized sharing of customer data with any external parties.

5.2 Security Measures

  • STPL implements industry-standard security practices to protect sensitive customer information transmitted over our networks. These include:
    • Encryption: All sensitive data, such as personal information and payment details, is encrypted to prevent unauthorized access during transmission.
    • Firewalls: Our networks are protected by advanced firewalls to prevent unauthorized access or malicious attacks.
    • Intrusion Detection Systems: We utilize intrusion detection systems to monitor network activity and detect potential security breaches in real time.

These security measures are regularly updated and monitored to ensure they are effective in safeguarding against evolving cyber threats.

5.3 Customer Responsibility

While STPL takes every possible measure to protect your data, customers also have a role to play in maintaining their own data security. We encourage all customers to:

  • Use Secure Passwords: Ensure that passwords used for accounts or devices are strong, unique, and regularly updated.
  • Regularly Monitor Accounts: Keep an eye on account activity and immediately report any suspicious or unauthorized access.
  • Take Necessary Precautions: Employ appropriate security measures on your own devices, such as antivirus software, firewalls, and safe browsing practices, to protect against potential threats or unauthorized access.

STPL’s commitment to data privacy and security is at the core of our customer relationships, and we continuously strive to improve our practices to meet the highest standards in the industry.

6. Termination of Services

6.1 Customer-Initiated Termination

  • Customers may terminate services at any time by providing written notice to Sparkline Technosys Pvt. Ltd. (STPL), in accordance with the terms and conditions specified in the service agreement.
  • Written notice must be submitted through the designated channels (email, letter, or via the online portal), and the customer should provide relevant details, such as the service(s) being terminated and the effective date of termination.
  • In the event of early termination, the customer will be responsible for any outstanding payments for the remaining contract period. Any prepaid fees for the unused portion of the service may be subject to a refund as per the terms of the agreement, but the customer will still be liable for any applicable setup or cancellation fees.

6.2 STPL-Initiated Termination

  • STPL reserves the right to terminate services in the following cases:
    • Non-Payment: If the customer fails to pay for the services within the stipulated payment period, despite repeated reminders or requests.
    • Breach of Terms: If the customer violates any of the terms and conditions set forth in the customer policy, including but not limited to failure to comply with usage restrictions or security requirements.
    • Illegal or Unethical Use: If the customer engages in illegal activities or unethical behavior, such as fraud, spamming, or unauthorized access to the network.
  • In such cases, STPL will notify the customer in writing about the breach or issue, and provide a specified period (typically 7-14 days) to resolve the matter before services are terminated.
  • If the issue is not resolved within the specified period, STPL may proceed with the termination of services, and the customer will remain liable for any outstanding payments or fees related to the service.

Termination of services, whether initiated by the customer or STPL, will not affect any of the customer’s outstanding obligations or liabilities under the agreement.

7. Liability & Limitations

7.1 Limitation of Liability

Sparkline Technosys Pvt. Ltd. (STPL) strives to provide reliable services; however, we cannot be held liable for any indirect, incidental, or consequential damages that may arise from the use of our services. This includes, but is not limited to:

  • Lost Profits: Any loss of potential or actual profits resulting from service interruptions, delays, or other issues.
  • Lost Data: Any data loss or corruption that may occur while using our services.
  • Business Interruption: Any disruption to the customer’s business operations, including downtime or delays, that may result from service outages or technical failures.

These types of damages are considered unforeseeable and beyond our control, and as such, STPL shall not be held responsible for any claims related to them.

7.2 Limitation on Service-Specific Liability

STPL’s liability for any issues related to the provision of services is limited to the total amount paid by the customer for the specific service during the affected billing cycle. In the event of a service failure, outage, or other issues that result in a claim, the maximum amount STPL will be liable for is equivalent to the amount the customer paid for the affected service in that particular period.

This limitation applies to all claims, including those for breach of contract, negligence, or any other legal theory, and supersedes any other terms or representations that may have been made regarding liability.

By using STPL’s services, customers acknowledge and accept this limitation of liability.

8. Modifications to the Customer Policy

Sparkline Technosys Pvt. Ltd. (STPL) reserves the right to modify or update this Customer Policy at any time, in order to better reflect changes in services, legal requirements, or company practices. These modifications may be made at our discretion and without prior notice, except as required by law.

8.1 Notification of Changes

  • Significant Changes: In the event of any significant changes to this Customer Policy, such as updates to terms related to privacy, data security, or service usage, customers will be notified in a timely manner. Notifications will be sent via email, or other communication channels as deemed appropriate.
  • Updated Policy Availability: The most recent version of the Customer Policy will be posted on the STPL website, and it will supersede any previous versions. We encourage customers to review the updated policy periodically to stay informed of any changes.

8.2 Acceptance of Changes

By continuing to use STPL’s services after the modifications or updates have been posted, customers indicate their acceptance of the revised policy. If any customer does not agree with the updated terms, they should cease using the services and notify STPL of their intention to terminate the service, following the procedure outlined in Section 6 (Termination of Services).

STPL strives to ensure that our policies reflect the best practices and comply with applicable laws, and we appreciate the continued trust and cooperation of our customers.

9. Dispute Resolution

In the event of any disputes, disagreements, or claims arising from or related to the use of Sparkline Technosys Pvt. Ltd. (STPL) services, both the customer and STPL agree to make every reasonable effort to resolve the matter through amicable negotiation. The goal is to address any concerns, misunderstandings, or issues in a fair and mutually beneficial manner.

9.1 Negotiation

  • The parties will attempt to resolve any disputes through direct communication and negotiation. Both parties will make reasonable efforts to find a solution that is satisfactory to both.
  • The parties agree to engage in good faith negotiations and to consider all facts and circumstances surrounding the dispute.

9.2 Arbitration

  • If a resolution cannot be reached through negotiation, the dispute will be escalated to arbitration, as per the Arbitration and Conciliation Act, 1996 of India.
  • The arbitration will be conducted in Ankleshwar, Gujarat, or another mutually agreed-upon location, and will be governed by the laws of India.
  • The arbitration proceedings will be conducted in the English language, and the decision of the arbitrator will be binding on both parties.
  • The costs of arbitration will be shared equally between the parties unless otherwise determined by the arbitrator.

By using STPL’s services, both parties agree to this dispute resolution process and acknowledge that they will first attempt negotiation before escalating to arbitration if necessary.

10. Contact Information

For any inquiries, concerns, or requests related to this Customer Policy, or if you require assistance with our services, please feel free to contact us using the following methods:

Office Addresses:

  • Registered Office:
    C-18/19, First Floor, Amardeep Complex, Rajpipla Road, Ankleshwar – 393002
  • Corporate Office:
    315, Golden Square, Valia Road, Near Jayaben Modi Hospital, Ankleshwar – 393002

We are committed to providing excellent customer support and will respond to your inquiries promptly.

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