SERVICE LEVEL AGREEMENT (SLA)
This Service Level Agreement (“Agreement”) is entered into between DeshiBit and the Subscriber for the provision of internet services.
1. Subscriber Information
The Subscriber declares that all information and documents provided to DeshiBit are true, accurate, and complete. Any false, misleading, or fraudulent information may result in service suspension and legal action.
2. Authorized Usage
The Subscriber shall use the internet connection only for the number of devices or computers specified during registration. Sharing, reselling, or redistributing the connection without written approval from DeshiBit is strictly prohibited. Violation may result in immediate suspension or termination of service.
3. Network Equipment Installation
DeshiBit reserves the right to install, maintain, replace, or upgrade network devices such as switches, hubs, routers, or other equipment when necessary. The Subscriber agrees to provide reasonable access, installation space, and power supply for such equipment.
4. Equipment Damage and Electrical Hazards
DeshiBit shall not be held responsible for any damage to customer-owned devices, equipment, or property caused by lightning, electrical surges, short circuits, power fluctuations, natural disasters, or other circumstances beyond its control.
5. Installation Charges
The One-Time Installation Charge (OTC) is non-refundable under any circumstances.
6. Monthly Billing
All internet services are provided on a prepaid basis. Subscribers are required to pay their monthly subscription fees in advance before the commencement of each billing cycle.
7. Non-Payment and Service Suspension
If payment is not received within the designated billing period, DeshiBit reserves the right to suspend or disconnect the service without prior notice. Service restoration may take up to 24 (twenty-four) hours after full payment is received and verified.
8. Service and Price Modification
DeshiBit reserves the right to modify service plans, pricing, policies, terms, conditions, and other aspects of its services at its sole discretion. Reasonable prior notice will be provided whenever applicable.
9. Package or Time Slot Changes
Subscribers may not request a package or time-slot change within the first 3 (three) months of service activation. After this period, any approved change may be subject to a service conversion fee of BDT 500.
10. Reconnection Policy
A suspended connection may be reactivated within 3 (three) months of suspension by paying all outstanding dues in full along with the current month’s subscription fee in advance. No waiver, concession, or discount shall apply to previous unpaid bills.
11. Service Cancellation
Subscribers wishing to discontinue service must submit a cancellation request to DeshiBit at least 30 (thirty) days prior to the intended termination date and complete all required formalities.
12. Return of Company Equipment
Upon termination or cancellation of service, all cables, routers, ONU devices, media converters, and other equipment supplied by DeshiBit remain the property of DeshiBit and must be returned upon request.
13. Lawful Usage
The Subscriber shall not use the internet connection for any unlawful, abusive, fraudulent, harmful, or unauthorized activities, including but not limited to cybercrime, hacking, spamming, copyright infringement, or activities prohibited under applicable laws of Bangladesh.
14. Service Availability
DeshiBit will make reasonable efforts to provide uninterrupted internet services. However, service interruptions may occur due to maintenance, technical issues, network upgrades, power failures, third-party infrastructure failures, or force majeure events.
15. Limitation of Liability
DeshiBit shall not be liable for any direct, indirect, incidental, consequential, or business losses arising from service interruptions, reduced speeds, data loss, or inability to access the internet.
16. Acceptance of Agreement
By subscribing to and using DeshiBit services, the Subscriber acknowledges that they have read, understood, and agreed to all terms and conditions contained in this Agreement.
DeshiBit
Connecting Bangladesh with Reliable Internet Solutions.