Terms and Conditions

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TERMS AND CONDITIONS

1. SERVICES AND PAYMENTS

1.1 All prices in this Agreement are in U.S. Dollars. Payment may be made in U.S. Dollars or Tanzanian Shillings at the prevailing exchange US dollars selling rate.

1.2 THE CLIENT agrees that ZANLINK shall have the right to withhold any service yet to be rendered to THE CLIENT in lieu of any outstanding amount due to ZANLINK.

2. RIGHTS, OBLIGATIONS AND LIABILITIES OF ZANLINK

2.1 From time to time certain PoPs, servers, the whole or part of the Network may be closed down for routine repair or maintenance work. ZANLINK shall give an average of 1 day’s prior notice in such circumstances and ZANLINK shall endeavor to carry out such works during the scheduled maintenance periods.

2.2 ZANLINK will provide the Service to THE CLIENT at their agreed Location and that under these Conditions THE CLIENT cannot require ZANLINK to transfer the Service or Equipment to another location. In the event THE CLIENT requests the Equipment/service to be moved to another location within or outside the Premises, then any expense incurred in such move of the Equipment shall be incurred by THE CLIENT.

2.3 ZANLINK shall not be held responsible for any direct or indirect liability due to unavailability of the Internet Service.

2.4 ZANLINK is responsible for providing only the agreed specified services to THE CLIENT. ZANLINK shall not be responsible for any other aspects of THE CLIENT’S network, computers, servers, software, hardware or any other services not supplied by ZANLINK, unless such services are supplied by ZANLINK or covered in the Maintenance Contract signed with ZANLINK.

2.5 ZANLINK shall not be responsible for the type, manner and outcomes of the Internet use. ZANLINK is not responsible for any damage or destruction caused by the use of the Internet either by computer viruses, hoaxes, or any other detrimental factor associated with the Internet.

2.6 ZANLINK shall not be responsible for any damage or destruction to the equipment (whether supplied by ZANLINK or by THE CLIENT) that is caused by other factors such as power surges, lightning, theft, vandalism, negligence of THE CLIENT and so forth. THE CLIENT is responsible at all times for the safekeeping of the equipment. ZANLINK gives a warranty of 1 year to all equipment supplied to THE CLIENT against factory default only.

2.7 ZANLINK shall strive to deliver reliable and dependable Internet service at all times. ZANLINK commits to provide Network availability of 98% averaged over a period of one month. This measurement excludes scheduled repair and maintenance operations and downtime due to variables beyond the reasonable control of ZANLINK.

2.8 ZANLINK shall provide FREE telephone and e mail technical support for problems relating to the specific services it has agreed to provide to THE CLIENT. ZANLINK shall also provide FREE onsite technical support for genuine problems related to the service it has agreed to provide to THE CLIENT. However if the problem is not related to ZANLINK services or are user related problems then ZANLINK shall charge THE CLIENT for the site visits unless THE CLIENTS has signed service Maintenance Contract with ZANLINK. The charges and other related details for the site visits are elaborated in Annex II.

3. RIGHTS, OBLIGATIONS AND LIABILITIES OF THE CLIENT

3.1 The primary medium of communication between ZANLINK and THE CLIENT shall be via e mail. All-important notices, reminders, disconnection notice, invoices and other legal communication will be sent by e-mail.

3.2 THE CLIENT will call the following Help Line numbers to report a fault or problem.
3.2.1 Office help line on 2237480/1 or 0777 476 666 that is open during office hours from 8:00 a.m. to 5:00 P.M between Monday and Friday and from 8:00a.m to 12:00 P.M on Saturdays.

3.2.2 Emergency helpline on 0777 477 777 that is open after office hours from 6:00 A.M to 8:00 A.M and 5:00 P.M to 9:00 P.M between Monday to Friday, from 6:00 A.M to 8:00 A.M and 1:00 P.M to 6:00 P.M on Saturdays, and from 8:00a.m to 6:00 P.M during public holidays.

If THE CLIENT has not called the above numbers and reported the problem, ZANLINK does not take any responsibility in acknowledging that there was a fault. If THE CLIENT contacts any ZANLINK staff member on their personal mobile phones or otherwise to report a fault then ZANLINK shall not take any responsibility for this.

3.3 THE CLIENT and its users shall not use or permit its end users to use the service in ways that violate laws, infringe the rights of others, interfere with users of ZANLINK’s service or other service networks. THE CLIENT is responsible for the knowledge of and adherence to any kind and all laws and regulations pertaining to or any way connected with the service provided by ZANLINK.

3.4 THE CLIENT warrants that it, as the registered user of the account, will keep the username and password secure and not let them become public knowledge. If the password becomes known to any other unauthorized user it will inform ZANLINK immediately. ZANLINK shall bear no responsibility for any outcome due to the negligence by THE CLIENT to fail to secure its username and password.

3.5 THE CLIENT agrees that they shall have no claims for the loss of Internet service against ZANLINK for any problems occurring in THE CLIENT’S Computers, be it hardware problem, software problem or viruses or loss of power at THE CLIENT’s premises, non usage of the Internet service by THE CLIENT for a certain period, or any such reasons that can not be addressed or fixed by ZANLINK or are not ZANLINK’s responsibility.

3.6 THE CLIENT shall address all matters relating to the service provided by ZANLINK officially in writing or otherwise to the ZANLINK Administration. Any communication not made verbally, unofficially or not to the ZANLINK Administration shall not be entertained.

4. ZANLINK Technical Support

ZANLINK has positioned itself to provide support and solve most of the technical problems online (over telephone and e mail). With our remote monitoring systems such as Network Operation Center (NOC) and capable customer service engineers ZANLINK can solve most problems online. ZANLINK online support is FREE of charge.

However if clients insist ZANLINK to visit them for problems that could have been solved online, or to solve problems that are not related to it’s services then ZANLINK shall charge such visits to the clients.

ZANLINK urges customers to cooperate with ZANLINK customer service engineers to have such problems solved online. Solving problems online is much faster and cost free. Scheduling unnecessary site visits can take longer to attend and solve a problem and can be costly as well.

Our nominal costs for site visit will depend upon location of the site. Site visits for Pemba many also include upkeep costs such as boarding and lodging.

NB: The site visit charges exclude costs for any equipment replaced.

Time Limit
Where possible online support will be provided to all clients; problem will be resolved immediately.

Upon reporting a problem that necessitates on site support; the visit will be provided within 12 working hours at our prevailing standard charges as mentioned above.

Zanlink Infrastructure Issues (Repeaters, Nodes and Towers) shall be addressed as soon as problem is noted; we have our dedicated personnel remotely monitoring all our equipment.

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