Sky DSL is now offering a 24 Hour Guaranteed Quick Service commitment to its subscribers in Metro Manila, the first in the industry.

Under the guarantee, BayanTel is committed to restore DSL broadband internet connection problems within 24 hours that the problem is reported. A rebate of P500 is offered for each line which connection problem is left unresolved for each day beyond 24 hours, until such time that the connection is restored. The maximum rebate amount will be equal to your monthly recurring charges and will be deducted from your bill.

At the same time, Sky DSL shall continue to deliver reliable broadband Internet connections at any time of the day. In fact, we are pleased to inform you that Sky DSL has one of the highest reliability levels in the industry, which means it is not prone to prolonged downtimes that some might experience with other providers.

We also have our customer service and technical support team on standby to address your concerns.

With Sky DSL, you don’t only get fast and reliable broadband connections, fast installation but also fast response times for your service concerns.

MECHANICS:

1. Rebate covers no connection problem and link failure for major outages.
2. Maximum amount of rebate is equivalent to MRR for the applicable billing period.
3. The countdown for the 24 hour service guarantee will begin from the time the Customer Care receives and records a client’s report.
4. Computation is based on a P500.00 per full day basis (no fraction applies). Rebate shall also apply on whatever promo discount is applied during the time of service restoration.
5. Rebate will not be paid in cash but shall automatically be credited and deducted from your statement of account for the succeeding billing period.
6. Permissible delay is deducted to the actual outage. This is the elapse time from mutually agreed delays (see list of permissible delays below).
7. New rebate rate will start on October 31, 2004.

Restoration

1. Fortuitous Events/Acts of God

a. Natural Calamities/Disaster (include: flood/fire)
b. Coup de tat
c. Other reasons beyond BayanTel’s control

2. Building Administration Problem

a. Building maintenance personnel not available
b. Building permit problem

3. Customer-Related Delays

a. Customer is out or refuses to cooperate
b. Customer is not available at the time of restoration
c. House/Office is close
d. Customer or third party equipment failed during restoration.

4. Connection established but with quality issues.

1. How does this 24 Hour Guaranteed Quick Service work?
This program guarantees existing DSL subscribers that BayanTel will attend to service downtime within 24 hours. If BayanTel is unable to respond within 24 hours, you will automatically be entitled to P500 rebate for every day of delay.
To report any service interruption, please call 412-1212 or 411-2000.

2. What is the maximum amount of rebate that can be claimed?
The maximum amount that you can claim is equivalent to DSL monthly service charge for the applicable period. The rebate will be computed for each line that remains unresolved within 24 hours. Computation of rebate is counted from the 25th hour from the time your report was received.

3. How will the rebate be paid?
The rebate will not be paid in cash but shall automatically be credited and deducted from your bill for the succeeding billing period.

4. What are the exclusions to the 24 Hour Guaranteed Quick Service?
When your DSL connection is interrupted due to fortuitous events such as typhoon, flood, earthquake, fire, acts of God, and other reasons beyond BayanTel’s control, the guarantee does not apply.

5. When did the 24 Hour Guaranteed Quick Service program start?
The program started October 31, 2004. Interruptions reported beginning on said date and thereafter are covered by the guarantee.

* For more details of this program, please call 412-1212.