Effective date: 13 August 2025
Version: 1.0
These Terms & Conditions (“Terms”) govern the provision and use of business internet and related services by [Legal Entity Name], trading as BTNL (“BTNL”, “we”, “us”, “our”) to the customer identified in a Service Order (“Customer”, “you”). By signing a Service Order, clicking “I agree”, or using the Services, you accept these Terms.
1) Definitions
Services: Dedicated internet leased line, corporate broadband, managed Wi-Fi, LAN design & management, network security products, and any related installation, monitoring, and support described in a Service Order.
Service Order: The document (including any annexures/SOW) specifying the Service plan, term, sites, fees, and special conditions.
SLA: The service level commitments published by BTNL or attached to a Service Order.
CPE: Customer premises equipment supplied, installed, or managed by BTNL (e.g., routers, switches, access points, firewalls).
RFS Date: The “Ready for Service” date confirmed by BTNL after successful commissioning.
2) Scope of Services
2.1 The Services, locations, bandwidth, term, and charges are as stated in the relevant Service Order.
2.2 Any professional services (e.g., structured cabling, LAN redesign, migrations) are provided on a time-and-materials/SOW basis.
2.3 Security features reduce (but do not eliminate) cyber risk. No security service guarantees prevention of all incidents.
3) Ordering, Feasibility & Commissioning
3.1 Provisioning is subject to site feasibility, building permissions/ROW, and timely Customer cooperation. Lead times are indicative.
3.2 Customer will ensure site readiness (power, rack space, earthing, clearance windows) and provide safe access.
3.3 BTNL may use subcontractors and last-mile partners.
3.4 On commissioning, BTNL will conduct acceptance tests and notify the RFS Date. Billing starts from the RFS Date or first commercial use, whichever is earlier.
4) Service Levels, Maintenance & Support
4.1 SLAs (uptime, response and restoration targets, service credits) are as per the SLA document referenced in the Service Order.
4.2 Planned maintenance may occur during standard windows with prior notice. Emergency maintenance may occur as needed for network integrity/security.
4.3 Support hours and contact channels are as stated in the Service Order or the Support Policy.
5) Acceptable Use & Customer Obligations
5.1 You will use the Services lawfully and in compliance with applicable DoT/TRAI directions and all laws.
5.2 Prohibited uses include: sending spam; launching attacks; infringement; distribution of malware; unlawful content; attempts to bypass security; resale or sharing outside the contracted site(s) unless expressly permitted.
5.3 You are responsible for your users’ activity, internal Wi-Fi/LAN usage policies, and content transiting your network.
5.4 Credentials (including admin accounts and keys) must be kept confidential; you shall notify BTNL of suspected compromise.
5.5 Where static IPs/BGP are requested, you must provide accurate KYC/LOA/ASN details and maintain RPKI/route hygiene as applicable.
6) IP Addressing & Routing
6.1 IP addresses are leased, not sold, and may be IPv4 (including CGNAT for certain broadband plans) or IPv6.
6.2 Static IPs/BGP peering are available on eligible plans subject to feasibility and additional fees.
6.3 BTNL may implement reasonable network management (e.g., DDoS mitigation, port blocks) to protect the network and customers.
7) Equipment, Title & Access
7.1 Unless expressly sold to you, CPE remains BTNL property. Risk of loss passes on delivery; title remains with BTNL.
7.2 You will not move, open, tamper with, or resell CPE. On termination, you will return CPE in good condition; non-return or damage may incur fees.
7.3 BTNL and its partners may access the site during business hours (or agreed windows) to install, maintain, replace, or recover CPE.
8) Fees, Invoicing & Taxes
8.1 Charges include one-time installation/activation (“NRC”) and recurring monthly rental (“MRC”), plus any usage-based or professional services fees.
8.2 Invoices are issued [monthly in advance] for MRC and [on completion] for NRC/usage. Payment due [within 15 days] of invoice date unless stated otherwise.
8.3 Statutory taxes (including GST) are extra as applicable.
8.4 Late payments may attract interest at [x% per month] or the maximum permitted by law, and service suspension after [x] days’ notice.
8.5 Reconnection fees may apply post-suspension. Security deposits (if any) are refundable net of dues.
9) Term, Renewal & Cancellation
9.1 Each Service has an initial committed term as per the Service Order.
9.2 Unless otherwise stated, Services auto-renew [month-to-month / for successive 12-month periods] at then-current rates.
9.3 Early termination by the Customer (without BTNL breach) triggers early termination charges as specified in the Service Order (e.g., remaining term MRC or a fixed multiple).
9.4 Either party may terminate for material breach not cured within [30] days of notice.
10) Moves, Changes & Upgrades
10.1 Bandwidth changes, relocations, or site expansions are subject to fresh feasibility, revised charges, and may restart the term.
10.2 Temporary bandwidth boosts and event internet are billed as per request forms/SOW.
11) Warranties & Disclaimers
11.1 Except as expressly set out in an SLA or Service Order, Services are provided “as is” and “as available”.
11.2 Network speeds may vary due to technical and environmental factors; no warranty of uninterrupted or error-free service is given.
11.3 BTNL disclaims all implied warranties (merchantability, fitness, non-infringement) to the fullest extent permitted by law.
12) Liability & Indemnity
12.1 Limitation: BTNL’s aggregate liability arising from a Service is capped at the MRC paid for that Service in the [three (3)] months preceding the event giving rise to liability.
12.2 Exclusions: No liability for indirect, consequential, loss of profits, revenue, data, or business interruption.
12.3 No limitation: This clause does not limit liability for death or personal injury caused by negligence, or any liability that cannot be limited under law.
12.4 Indemnity by Customer: You will indemnify BTNL against claims, losses, and penalties arising from (a) your breach of these Terms or law; (b) your content or data; (c) use of the Services in combination with non-BTNL products in a manner causing infringement or damage.
13) Data Protection & Privacy
13.1 BTNL processes limited personal data to provision and support Services, as described in our Privacy Policy available at [link].
13.2 For managed services, BTNL acts as a processor of network telemetry/logs generated by CPE. You remain the controller of your end-user/device data.
13.3 You will provide any required notices and obtain consents from your users.
13.4 You consent to diagnostic monitoring for service assurance and security.
14) Regulatory Compliance & Lawful Requests
14.1 Services are provided subject to applicable Indian laws and regulatory directions (including DoT/TRAI).
14.2 BTNL may suspend or restrict Services to comply with lawful interception, blocking, or other government orders, and will notify you where legally permitted.
14.3 You agree to furnish KYC and site details reasonably requested for regulatory compliance.
15) Third-Party Products & Carrier Partners
15.1 Certain Services rely on third-party carriers, OEMs, and cloud security vendors. Their terms may apply to features or warranties specific to those components.
15.2 BTNL is not responsible for outages or defects caused by third-party platforms outside BTNL’s reasonable control; any available back-to-back credits will be passed through.
16) Force Majeure
BTNL is not liable for delay or failure due to events beyond reasonable control, including but not limited to acts of God, outages by utility/carrier partners, government actions, civil unrest, pandemics, or labour issues. Obligations are suspended for the duration of such events.
17) Confidentiality
Each party will keep the other’s non-public information confidential and use it only to perform under these Terms. This obligation survives for [3] years (and indefinitely for trade secrets).
18) Assignment & Subcontracting
You may not assign a Service Order without BTNL’s prior written consent (not to be unreasonably withheld). BTNL may subcontract performance but remains responsible for delivery.
19) Notices
Legal notices must be sent to the addresses below (or as updated in writing):
BTNL: [Registered Address, City, State, PIN, India], Email: [legal@btnl.in]
Customer: The address/email stated in the Service Order.
20) Changes to these Terms
We may update these Terms to reflect changes in law, technology, or our Services. Material adverse changes will be notified [30] days in advance. Continued use after the effective date constitutes acceptance.
21) Order of Precedence
In case of conflict: Service Order / SOW prevails over these Terms; these Terms prevail over any purchase order terms, which are rejected unless expressly accepted in writing by BTNL.
22) Governing Law & Dispute Resolution
These Terms are governed by the laws of India. Disputes will be resolved by arbitration under the Arbitration and Conciliation Act, 1996 by a sole arbitrator appointed mutually; seat and venue: Bengaluru, Karnataka; language: English. Courts at Bengaluru will have exclusive jurisdiction for injunctive relief.
23) Miscellaneous
If any provision is unenforceable, the remainder remains effective. No waiver is effective unless in writing. These Terms, together with each Service Order and referenced policies, form the entire agreement for the Services.
Contact
Support:hello@btnl.co.in] | +91- 9686656005
Billing:hello@btnl.co.in]
Grievance/Compliance Contact : Vimal Raj, vimalraj@btnl.co.in, 9686656005
