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TATA COMMUNICATIONS (Italy) S.r.l. CHART OF SERVICES

1. CHART OF SERVICES (“Chart of Services”)

This Chart of Services has been prepared in accordance with the principles provided by the resolutions of the Italian Communication Regulatory Authority (“Autorità per le Garanzie nelle Comunicazioni” or “AGCOM”) and applicable regulation also with regard to quality and electronic communication charts of services, including AGCOM Resolution n. 179/03/CSP, Resolution n. 254/04/CSP, concerning fixed voice telephony and Resolution n. 131/06/CSP, as well as Resolution n. 244/08/CSP, concerning access to internet from a fixed location, and following amendments and Resolution n. 154/2012/CONS concerning mobile and personal communications services and following amendments and integrations.
 
This Chart of Services governs the relations with customers in addition to general and special contractual conditions.
 
For any information related to the Chart of Services, please contact the customers’ Assistance Service available by dialling the telephone number indicated in article 2 hereinafter.
 
The Chart of Services is available on the website indicated in article 2 hereinafter.
 
The Chart of Services is (i) made available to the customers before any contract is entered into, and (ii) posted on the website of the operator. A hard copy of the Chart of Services will also be provided upon customer request.
 

2. THE OPERATOR

Tata Communications (Italy) S.R.L. (hereinafter “Company”) is an Italian provider, part of a multinational group in the electronic communications sector, whose offer is characterized by a wide range of services that provide integrated and customized solutions.
 
The Company is headquartered in Milan (MI), Corso Vercelli 40, Cap. 20145.
 
Currently there are no voice telephony and access to internet from a fixed location services offered to consumers or individuals. The offers currently implemented for those services are directed to other electronic communication services providers (wholesale services) and to large business customers (enterprise services). These offers cannot be qualified as standard offers but are negotiated with each single company on a case by case basis.
 
Contact: Website: https://www.tatacommunications.com
Customer Assistance: 800 90 97 17
Direct Contact for Use Solely by Italian Regulatory Authorities:
Phone: 001 (703) 657 8414
Fax Number: 001 (703) 657 8340
Email address: diana.peneva@tatacommunications.com
 

3. BASIC PRINCIPLES

The Company supplies the services in compliance with the principles of equality and fairness of treatment, using best efforts to maintain uninterrupted service, in pursuit of efficiency and effectiveness.
 

The contracts entered into by the Company with the customers and this Chart of Services regulate the relation among the Company and the customers.
 

3.1. EQUALITY AND FAIRNESS OF TREATMENT

The Company provides its services according to rules applicable to all of the customers: no differences or discriminations are made in relation to sex, religion, race, language, or political opinions. Therefore, the Company is committed to guarantee, within the territorial limits of the administrative titles held by the Company, the same treatment where the same conditions of service apply. With regard to the management of relationships, Company shall conduct itself in a non-discriminatory manner in its negotiations and commercial partnerships. The Company’s activity is also based on criteria of objectivity, fairness and impartiality. The Company undertakes to interpret each single clause of general and special contractual conditions for the supply of the services and the applicable regulation according to the aforementioned principles.
 

3.2. CONTINUITY

The Company is committed to provide to the best of its ability uninterrupted and regular service, except where suspensions or interruptions are caused by force majeure or necessary to perform ordinary and extraordinary maintenance activities and, where it may be necessary to interrupt the service. Should the service be suspended, the Company will attempt to minimize the duration of the interruption of the service and the inconvenience caused to customers by communicating to the customers, if possible, when the service will be suspended and when the operation will resume or irregular service will cease.
 

3.3. PARTICIPATION, COURTESY AND TRANSPARENCY

In order to provide the customer with easy access to its own personal information, the Company ensures that each customer can exercise the right to access its personal data, records, and other information in accordance with the applicable regulation.
 

In order to improve the supply of the service, each customer can communicate to the Company in writing any suggested changes in the provision of service, which Company will properly consider and evaluate and provide appropriate feedback, in order to provide services that are based on the following criteria: courtesy, clarity, fairness and transparency.
 

3.4. EFFECTIVENESS AND EFFICIENCY

One of the main goals of the Company is to continually improve the efficiency and effectiveness of the services provided. In doing so, the company considers types of technology, internal process improvements, customer needs, and appropriate organizational and procedural solutions.
 

3.5. TRANSPARENCY OF THE CONTRACTUAL CONDITIONS

The Company is committed to adopt transparent contractual conditions that are adequate to disclose to the customers the rights and the obligations of both the Company and the customers. Contractual terms regarding the supply of the service, including possible supplementary services, the early termination of the contract, or any modifications to the service, including additions to the service, shall be set forth as clearly as possible.
 

4. THE COMMITMENTS

The Company is committed to:
 
a) implement all the services offered according to the terms and within the limits provided by the general and special contractual conditions delivered to the customer at the time of the signing and/or posted on the website of the Company;
 
b) provide the customer with assistance in accordance with relevant processes and procedures. The Company also provides a website to the general public that describes the services and offers information on how to contact a representative;
 
c) ensure, through the personnel of the Company who interact with the customers, that the relations with the customers be based on respect and courtesy and that the customers be facilitated in exercising their rights and in having the Company fulfilling its obligations. Accordingly, the personnel of the Company are required to identify themselves and indicate that they are personnel of the Company;
 
d) send invoices, where applicable, in accordance with agreed-upon fair and reasonable processes and procedures, including appropriate contact information set forth in a customer contract;
 
e) give notice, as applicable, of any change to the economic conditions and provisioning of services, according to the timing and modalities provided by law and in accordance with the terms of the contract;
 
f) to communicate to customers in writing, if possible. The communications may be also made by way of posting the text of the communication on the web site indicated in art. 2, if the communication refers to all the customers and there is no indication of the name of the recipient, or by sending a separate written document or by fax or e-mail. The communications shall be considered as known if the communications have been sent to the last address or email or fax number provided by the customer. The communications to the customer may be also made by way of an information campaign and using for this purpose the main mass media;
 
g) manage, repair, and maintain Company equipment provisioned to a customer if expressly envisaged according to the terms of the contract. For malfunctions that require more than thirty days to be fixed, the customer can ask to be informed about the status of the relevant procedure. The reparations of malfunctions will be done according to the contractual terms agreed to, except for malfunctions resulting directly or indirectly from negligence and/or fraud of the customer or resulting from defects of functioning of equipment or terminals used by the customer, not attributable to the company in any way, unless otherwise provided for in the contract. Any intervention concerning the equipment and the service shall be performed exclusively by the Company or by third parties appointed by the Company, unless otherwise provided for in the contract. In order to allow the checks on the equipment, the customer shall grant the Company or the third parties appointed by the Company to have access to customer’s premises, in accordance with their contract;
 
h) provide cooperation to the Public Authorities competent for the ascertainment of any unlawful act and behavior;
 
i) timely activate the service according to the terms of the contract and within the terms provided by law and/or by administrative provisions, except for extraordinary technical difficulty and cases where the timing of the activation has been agreed with the customers. Should the service not be activated or timely activated within the maximum term provided, a refund or credit may be issued in accordance with the Service Level Agreement of the contract and applicable legislation;
 
j) timely repair, according to the terms and conditions provided in the contract, the malfunctions of the provided service not depending, directly or indirectly, on the customers within the terms provided by law and/or by administrative provisions and/or by the contract. In case of delay depending on the Company, with respect to the maximum timeframe provided for the reparation, a refund or credit may be issued in accordance with what is provided by the contract and/or the applicable legislation;
 
k) in accordance with the terms of the contract, not to proceed with the administrative suspension or termination of the service/s supplied without the provided requirements or the applicable notice, as set forth in the contract, and providing for a refund, as applicable and set forth in the contract and/or the applicable legislation;

The Company considers the freedom of choice to be a right of every customer. To this end, the Company undertakes to provide all available information of its own competence aimed at putting the customers in the right conditions of choice;
 

5. BILLING AND METHODS OF PAYMENT

With regard to the service, the customer shall pay to the Company in accordance with the terms of the contract. Customer may be charged for the costs of collection and sending of invoices in accordance with the current legislation.
 
The Company reserves the right to change the technical features of the service, to update the fees, as well as to amend the general and special conditions of the contract, including, but not limited to, for the following reasons: because of supervening technical, economic, regulatory, public order’s safeguard, management needs, amendments to the commercial policy, measures necessary to prevent frauds and/or misuse of the services and/or violation of contractual/regulatory/law provisions. The Company shall give notice to the customer of said change/s with 30 (thirty days) notice, unless otherwise provided for under the contract or according to applicable regulation.
 
In this case, the customer may terminate the contract within the aforementioned term of 30 days, unless otherwise provided for by the contract or applicable regulation, by sending a written notice to the Company by way of registered letter with return receipt or as set forth in applicable contract. No penalties or deactivation costs shall apply in relation to said termination and the customer may switch to another operator. Should the customer not provide such communication, the changes shall be considered accepted by the customer.
 
Unless as otherwise provided by the contract, any fee charged must be considered exclusive of VAT, but other exclusions may apply as set forth in the contract.
 

6. MANAGEMENT OF COMPLAINTS AND REPORTS

The customer may file complaints with the Company related to violation of provisions of the contract or of provisions contained in this Chart of Services unless otherwise provided for in the contract.
 
These complaints can be filed with the Company, in writing, by fax, by mail or phone at the addresses / numbers, as provided for by the contract with the Company. The complaint may be confirmed by way of registered letter with return receipt that shall be timely received and, in any case, the complaint shall be received in accordance with the terms provided by law and/or administrative provisions, unless otherwise provided for in the contract.
 
The Company undertakes to ensure a fast and comprehensive evaluation of the complaints received and, to the extent that this is possible, a prompt response to customers after the completion of the instructing phase as provided for under the contract. The term for the reply by the Company to the complaint shall not exceed thirty days from the receipt of the complaint by the Company unless otherwise provided for in the contract or by applicable legislation.
 
Unless other processes and procedures have been agreed to by the parties in their contract, the following shall apply: the Company shall notify the customer of the outcome of the review of the complaint. In case of acceptance of the complaint, the Company will indicate satisfactory actions or measures to remove the issues and for the compensation. In case of rejection, the answer to the complaint shall be in writing, shall contain the reasons of the rejection. Moreover, the Company informs the customer about the procedures for solving the disputes, including procedures alternative to judicial actions, as provided by AGCOM Resolutions and applicable regulation.
 
The telephone number and address to which complaints and reports can be submitted are those provided in the contract.
 
The Company ensures the traceability of complaints and reports filed as provided in the contract.
 

7. EXAMINATION OF COMPLAINTS

Pursuant to the filing of complaints according to art. 6, within 30 (thirty) days, the Company shall carry out the relevant investigations in order to ascertain the facts object of the complaint and shall provide a reply to the customer, unless otherwise provided for in the contract.
 

8. PERSONAL DATA PROTECTION – CONFIDENTIALITY

The Company asserts that it will comply with the provisions concerning personal data processing and the adoption of any technical and organizational measures necessary for the safeguard and confidentiality of the data that the Company maintains. Moreover, the Company promotes and is continually updating its Security Awareness policy to educate personnel on the Company’s security and data protection policies.
 
The customer has been informed by the Company that the personal data provided by the customer will be processed according to the regulation in force and as applicable to the services as provided under the contract signed by the customer.
 
With regard to the modification, use, and cancellation of personal data, please refer to the information document pursuant to Regulation (EU) 2016/679 of the European Parliament and of The Council of 27 April 2016 concerning the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation) and to the applicable legislation, issued to all customers upon signing the contract.
 

9. ENVIRONMENT

We consider the protection of the environment an important principle and, in our capacity as an electronic communication operator, we deem that we can contribute to the improvement of the quality of the environment by taking into account sustainable development guidelines, as appropriate.
 

10. SERVICES

10.1. LIST OF SERVICES

The Company offers the services listed in Annex A.
 

10.2. PROTECTION OF RIGHTS

In providing its services, Company has no control over or access to the customer’s content. Company undertakes no obligation to monitor, maintain, or control its customer’s content. Company asserts that it is the customer’s duty to monitor its or its third-party content to assure that such content is lawful. For example, it is the customer’s duty to recognize where such content may represent an imminent threat; protect minors from accessing sensitive information that may affect their safety or physical and moral integrity; and avoid misleading minors through ambiguity and exploitation.
 

10.3. INFORMATION TO THE CUSTOMERS AND SUSPENSION OF SERVICES

The Company may limit the supply of the services and the supply of the services may be subject to adequate guarantees for the payment of the invoiced amounts.
 
The Company may suspend the services, also in part and even without notice, in case of the malfunctioning of the network and/or of the equipment of the Company and/or of other operators. If possible, the customer shall be duly informed in advance, in case of suspension of the services for changes and/or maintenance activities.
 
In case of a volume of traffic that is unusual with respect to the average use made by the customer, the Company may suspend the services in whole or in part, as a caution and in the interest of the customer, and may send an invoice in advance respect to the ordinary timing of issuing of invoices.
 

10.4. SUPPLY OF SERVICES

The infrastructure of the electronic communications network used for the purpose of provision of services covered by the contract consists also of networks provided by third party operators.
 
To the extent agreed upon by the Company and the customer in the contract, the availability and methods of activation and use of the selective call block, in permanent or user-controlled mode, are in compliance with the provisions of the AGCOM resolutions no. 78/02 / CONS and n. 418/07/CONS and following amendments. The Company, at the time of signing the contract, provides customers with the possibility of being included in the general telephone directories available to the public.
 

11. QUALITY STANDARDS

11.1. MONITORING

The Company has implemented quality control standards with regard to its electronic communication services and regularly reviews these standards in an effort to further improve its processes.
 

11.2 EVALUATION OF QUALITY OF THE SERVICES

In order to evaluate the quality of the services offered to the customers, the Company, in relation to the parameters indicated in this Chart of Services, undertakes to carry out specific verifications on this regard.
 

11.3 PARAMETERS OF QUALITY OF SERVICES

The Company uses the quality parameters of fixed voice telephony, access to internet from a fixed location services and internet in the car services associated to machine-to-machine services, as well as the related definitions, methods and measurement periods, reported in the AGCOM resolutions n. 254/04/CSP, n. 131/06/CSP and n. 154/2012/CONS, as long as applicable, and following amendments and integrations.
 

12. INDEMNIFICATIONS

The following indemnities and relevant amounts apply unless otherwise agreed in the contract between the Company and the customer.
 

12.1 INDEMNIFICATION FOR LATE ACTIVATION OF THE SERVICE

12.1.1 In the event of late activation of the service with respect to the maximum term envisaged by the contract or late relocation of the service, and as long as the delay is the result of the Company’s violation of the applicable regulation, the Company shall pay to the customer an indemnification for each non-ancillary service equal to € 7,50 (seven/00) per each day of delay.
 
12.1.2 The indemnification provided by art.12.1.1 shall also be paid – with regard to the activation of the service – in cases of delay where the Company failed to comply with its information obligations regarding the reason of the delay, the time of the activation of the service, any impediments to said activation of the service, or in the event of incorrect allegations about technical or administrative impediments, except as otherwise provided in a business-to-business contract.
 
12.1.3 Should the delay affect procedures for the change of operator, the amounts referred to in paragraph 12.1.1 shall be reduced to 1/5 (one fifth).
 
12.1.4 With regard to ancillary services, the sum of € 2,50 (two/50), up to a maximum of € 300,00, (three hundred/00), shall be paid as indemnification for each day of delay. In the event of free services, the amount of € 1,00 (one/00) as indemnification applies for each day of delay, up to a maximum of € 100,00 (one hundred/00).
 

12.2 INDEMNIFICATION FOR SUSPENSION OR TERMINATION OF SERVICE

12.2.1 In the event of administrative suspension or termination of one or more services without the relevant requirements (for the suspension or termination), or in the event that the relevant notice (of suspension or termination) is not given in advance, the Company shall pay an indemnification, for each non-accessory service, equal to € 7,50 (seven/50) per each day of suspension.
 
12.2.2 Should said suspension or termination affect only ancillary or free services, the amounts referred to in paragraph 12.1.4 shall apply.
 

12.3 INDEMNIFICATION FOR MALFUNCTION OF THE SERVICE

12.3.1 In the event of complete interruption of the service for technical reasons attributable to the Company, an indemnification shall be paid, for each non-accessory service, equal to € 6,00 (six/00) per each day of interruption.
 
12.3.2 In the event of irregular or discontinuous supply of the service that does not entail the complete interruption of the service, or in case of failure to comply with the quality standards laid down in this Chart of Services, should these events be attributable to the Company, the Company shall pay an indemnification for each non-ancillary service equal to € 3,00 (three/00) per each day of malfunction of the service, except as otherwise provided in a business-to-business contract.
 
12.3.3 If the malfunction is due to the delay, attributable to the Company, in fixing a fault, the aforesaid indemnification shall be paid for the entire period between the filing of the relevant complaint and the effective restoration of the functionality of the service.
 
12.3.4 In the events provided under paragraphs 12.3.1, 12.3.2, 12.3.3 above, if the failure affects only the additional services, for the purpose of calculating the amount of the indemnification, paragraph 12.1.4 shall apply.
 

12.4 INDEMNIFICATION FOR LACK OR LATE NUMBER PORTABILITY

12.4.1 In the event of delay in the execution of the number portability procedure, and the Company is responsible for the delay, the Company shall pay an indemnification equal to € 1,50 (one/50) per each day of delay, exception made for cases of malfunctions that are regulated by the relevant specific provisions otherwise provided in a business-to-business contract. In the event that the delay concerns number portability only, the Company, if responsible for the delay, shall pay to the concerned customers an indemnification equal to € 5,00 (five/00) per each day of delay, except as otherwise provided in a business-to-business contract.
 

12.5 INDEMNIFICATION FOR ACTIVATION OR TERMINATION OF NOT REQUESTED CARRIER SELECTION OR CARRIER PRE-SELECTION SERVICES

In the event the Company is responsible for not requested activation or termination of carrier selection or carrier pre-selection service, the Company shall pay the concerned customers an indemnification equal to € 2,50 (two/50) per each day of not requested activation or termination, without prejudice to the right to the cancellation of the fees charged for the traffic generated with the Company and the reimbursement of any additional charges.
 

12.6 INDEMNIFICATION FOR ACTIVATION OF SERVICES OR TARIFFS NOT REQUESTED

12.6.1 In the event of activation of services not requested, without prejudice to the right of the customers to obtain the cancellation, or a new calculation of the amounts charged, the Company shall pay to the customers an indemnification equal to € 5,00 (five/00) per each day of activation.
 
12.6.2 In the event of ancillary services or tariffs not requested, an indemnification equal to € 2,50 (one/00) per each day shall be paid. In the event terminal devices or SIMs were supplied but not requested, a flat -rate indemnification of 25,00 € per device or SIM shall apply.
 

12.7 INDEMNIFICATION IN THE EVENT THAT THE NUMBER IS NO LONGER AVAILABLE TO THE CUSTOMER

Should the telephone number assigned to the customer no longer be available to the customer due to a fact attributable to the Company, the concerned customer shall be entitled to receive an indemnification by the Company equal to € 100,00 (one hundred/00) per each year of previous use of the assigned number, up to maximum € 1.500,00 (one thousand five hundred/00).
 

12.8 INDEMNIFICATION FOR LACK OR WRONG INDICATION IN THE PUBLIC TELEPHONE DIRECTORIES

12.8.1 In case of lack or wrong indication of data relevant to the customer in the directories provided by art. art. 55 of the Legislative Decree no. 259/2003, the customer is entitled to receive by the Company, where the company is responsible, an indemnification equal to € 200,00 (two hundred/00) per each year of lack or wrong indication.
 
12.8.2 The indemnification provided under paragraph 12.8.1 shall also be paid in case the data is not updated notwithstanding a justified and timely request has been made by the customer.
 

12.9 INDEMNIFICATION IN THE EVENT OF LACK OR LATE REPLY TO COMPLAINTS

12.9.1 In the event of lack or late reply by the Company to a complaint within the terms provided by this Chart of Services or by the relevant AGCOM resolutions, the Company shall pay to the concerned customer an indemnification equal to € 2,50 (one/00) per each day of delay, up to maximum € 300,00.
 
12.9.2 The indemnification provided under paragraph 12.9.1 is calculated on a unitary basis regardless of the number of lines covered by the claim and even in case of reiterated, further or subsequent complaints, as long as said complaints refer to the same issue.
 

12.10 SPECIFIC CASES OF INDEMNIFICATION

12.10.1 In the event provided under art. 12.3, 12.5, 12.6, 12.8, the indemnification is calculated based upon the date of filing of the complaint by the customer.
 
12.10.2 In case the customer affected by the malfunction is a business customer, pursuant to art. 12.1, 12.2, 12.3, 12.4, the amount provided as indemnification, at a minimum, shall be doubled, while it shall be quadrupled pursuant to art. 12.7 and 12.8.
 
12.10.3 Without prejudice to the dictate of paragraph 12.9.2, in the event of multiple telephone numbers held by a single customer, the indemnification shall be paid on a unitary basis if, due to the issue occurred, the calculation of the indemnification, considering the number of telephone numbers held by a single customer, is not fair.
 
12.10.4 In the event of mobile user is affected pursuant to art. 12.1.2, the network access service is the sole basis for calculating the indemnification
 

12.11 APPLICATION OF NO INDEMNIFICATIONS

In the event that the electronic communication services have been misused by a customer in compliance with the scope or the terms of the contract, the indemnifications provided herein shall not apply with regard to issues consequent or related to said use.
 

12.12 INDEMNIFICATIONS PROVIDED BY AGCOM RESOLUTION N.347/18/CONS

Pursuant to Annex A to Resolution n. 347/18/CONS issued by AGCOM, and possible further amendments, the Company is committed to pay indemnities hereinafter indicated in this article 12.
 

ANNEX A

 

Services offered by the Company1

 

1Voice telephony service
2Supply of telecommunications public networks, including internet access from fixed location service
3Value added services – VoIP
4Value added service – (“IP”)
5Value added service – (“ITFS”) – Reseller
6Value added service – (“COLLECT”) – Reseller
7Value added service – (“VTS”) – Reseller
8Value added service – (“800”) – Reseller
9Supply of value-added service (“Videoconference”)
10Supply of nomadic vocal communications services available to the public (“VoIP”)
11Internet in the car services associated to machine-to-machine services

 
1 Company offers services to wholesale and enterprise customers only. The offers currently implemented are provided to other electronic communication services providers (wholesale services) and to large business customers (enterprise services).
 

ANNEX B

TARGETS FOR THE QUALITY OF FIXED VOICE TELEPHONY SERVICE FOR THE YEAR 2020
 
Quality indicators pursuant to resolution no. 254/04 / CSP
 

N.

 

INDICATOR      

TARGETS

1

Malfunction rate per line of access: ratio between the number of reports made by customers of actual malfunctions during the period of observation and the average number of active lines of access, recorded on a monthly basis, in the same period. 

INDIRECT SERVICES IN CPS MODALITY: 12%   

2

Time to fix malfunctions:

time elapsed between the report by the

customer of an actual malfunction and the

relevant fixing of the malfunction.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Percentage of repairs of malfunctions completed within the maximum time provided by the contract

INDIRECT SERVICES IN CPS MODALITY 

 

80% percentile: 38 working hours

 

95% percentile: 100 working hours 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

INDIRECT SERVICES IN CPS MODALTY 90% 

 

3

Time of reply to the calls to the operator’s customer services: 

a) minimum navigation time to access to the choice “human operator”

b) average time of reply to the incoming calls

c) percentage of incoming calls where the time of reply is less than 20 seconds

d) Percentage of complaints solved without need for the customer to make further calls to the customer care number for the same complaint

e) Total time of reply by human operator:

e.1) average time of reply to incoming calls

e.2) percentage of incoming calls where the time of reply is less than 20 seconds

 

 

 

 

 

a) 70 seconds 

 

b) 70 seconds     

c) 45% 

 

d) 95%

 

 

 

e.1) 140 – 190 sec.

e.2) 25% – 30%

 

 

 

4

Delivery time of Carrier Preselection: the time between the day of the valid order and the day when voice service is available for use 

95th percentile: 60 calendar days 

 

99th percentile: 80 calendar days: 

5

Contested invoices: percentage of invoices for which the customer filed a complaint (in writing or other modality accepted by the operator and that can be tracked) versus the number of invoices issued in the same period

2.5%

6

Billing accuracy: percentage of invoices object of complaints deemed grounded that imply the reimbursement of amounts to the customer by way of another invoice containing an adjustment or a credit note, versus the number of invoices issued in the same period

1% 

ANNEX C

TARGETS FOR THE QUALITY OF INTERNET ACCESS SERVICE FROM FIXED LOCATION FOR 2020
 
Quality indicators provided by AGCOM resolutions no. 131/06/CSP, 244/08/CSP and following amendments
 

N.

INDICATOR

TARGETS

1

Time of activation of the service: 

 

first activation orders addressed to an operator providing Internet broadband access service different from the operator which provides direct access service for a telephone line already active.

 

 

 

 

 

 

 

 

change orders of the operator that provides Internet access service for a line in which the Internet broadband access service is already active.

 

 

 

 

 

 -95% percentile: 295 calendar days: 

– 99% percentile: 310 calendar days

 

  • Percentage of valid orders completed      within the maximum term provided by the contract: 80% 

 

 

      Average (calendar days): 136 

 

 

 

-95% percentile: 295 calendar days: 

– 99% percentile: 310 calendar days

 

  • Percentage of valid orders completed      within the maximum  term provided by the contract: 80% 

 

 

      Average (calendar days): 136 

 

 

 

2

Malfunction rate: ratio between number of reports made by customers relating to actual malfunctions during observation period and the average number of broadband access lines, detected on a per-customer monthly basis, in the same period.

 

Service provided by using wholesale services: 18%  

 

3

Time to fix malfunctions: time between the reporting of an actual malfunction by the customer and the restoration of complete functionality 

 

 

 

Services using wholesale services:

80% percentile: 12 hours (total hours)

 

95% percentile: 27 hours  (total hours)

 

Percentage malfunctions fixed within the maximum term provided by the contract: 85% 

 

Average time to fix: 28 hours (total hours)

 

 

 

 

 

 

4

Time of reply to the calls to the operator’s customer services: 

a) minimum navigation time to access to the choice “human operator”

b) average time of reply to the incoming calls

c) percentage of incoming calls where the time of reply is less than 20 seconds

d) Percentage of complaints solved without need 

for the customer to make further calls to the customer care number for the same complaint

e) Total time of reply by human operator

e.1) average time of reply to incoming calls

e.2) percentage of incoming calls where the time of reply is less than 20 seconds

 

 

  1. Weighted Average 70-120 sec. 

 

 

  1. 70 sec. 
  2. 45-60%

 

  1. 95%

 

 

 

e.1) 140 – 190 sec.

e.2) 25% – 30% 

5

Data transmission speed: data transmission speed, measured by way of transmission of predefined test files, sent between a remote site where a client is located and a server for downloading with regard to broadband internet access service of reference. 

Download minimum bandwidth (Percentile 5° of download transmission speed)

 

5.1

Nominal profile in download of 640 Kilobit/s (with access in ADSL technology)

450 Kilobit/s

5.2

Nominal profile in download of 1,2 Megabit/s (with access in ADSL technology)

800 Kilobit/s

5.3

Nominal profile in download of 2 Megabit/s (with access in ADSL technology)

1 Megabit/s

5.4

Nominal profile in download of 4 Megabit/s (with access in ADSL technology)

1,3 Megabit/s

5.5

Nominal profile in download of 7 Megabit/s (with access in ADSL technology)

2,1 Megabit/s

5.6

Nominal profile in download of 10 Megabit/s (with access in ADSL technology)

3,2 Megabit/s

5.7

 

Nominal profile in download of 20 Megabit/s

(with access in ADSL technology)

7,2 Megabit/s

(with access in VDSL2 technology)

14 Megabit/s

5.8

Nominal profile in download of 30 Megabit/s (with access in VDSL2 technology)

21 Megabit/s

5.9

 

Nominal profile in download of 50 Megabit/s

(with access in VDSL2 technology)

31 Megabit/s

(with access in FTTH technology)

40 Megabit/s

5.10

 

Nominal profile in download of 100 Megabit/s

(with access in VDSL2 technology)

40 Megabit/s

(with access in FTTH technology)

60 Megabit/s

5.11

Nominal profile in download of 300 Megabit/s (with access in FTTH technology)

180 Megabit/s

 

 

 

 

Upload minimum bandwidth (Percentile 5° of upload transmission speed)

5.12

Nominal profile in upload of 256 Kilobit/s (with access in ADSL technology)

100 Kilobit/s

5.13

Nominal profile in upload of 384 Kilobit/s (with access in ADSL technology)

200 Kilobit/s

5.14

Nominal profile in upload of 512 Kilobit/s (with access in ADSL technology)

250 Kilobit/s

5.15

Nominal profile in upload of 704 Kilobit/s (with access in ADSL technology)

300 Kilobit/s

5.16

Nominal profile in upload of 1 Megabit/s (with access in ADSL technology)

400 Kilobit/s

5.17

Nominal profile in upload of 3 Megabit/s (with access in ADSL technology)

1,2 Megabit/s

5.18

 

Nominal profile in upload of 10 Megabit/s

(with access in VDSL2 technology)

2 Megabit/s

(with access in FTTH technology)

6 Megabit/s

5.19

Nominal profile in upload of 20 Megabit/s

(with access in VDSL technology)

4 Megabit/s

(with access in FTTH technology)

12 Megabit/s

6

Rate of loss of packets

 

Probability of loss of packets

 

 

Objective

 

 

6.1

Nominal profile in download of 640 Kilobit/s (with access in ADSL technology)

0,7%

6.2

Nominal profile in download of 1,2 Megabit/s (with access in ADSL technology)

0,7%

6.3

Nominal profile in download of 2 Megabit/s (with access in ADSL technology)

0,5%

6.4

Nominal profile in download of 4 Megabit/s (with access in ADSL technology)

0,5%

6.5

Nominal profile in download of 7 Megabit/s (with access in ADSL technology)

0,3%

6.6

Nominal profile in download of 10 Megabit/s (with access in ADSL technology)

0,3%

6.7

Nominal profiles in download of 20 Megabit/s, 30 Megabit/s, 50 Megabit/s, 100 Megabit/s, 300 Megabit/s (with access in ADSL or VDSL2 or FTTH modality)

0,3%

7

Delay of data transmission 

Maximum delay

180 milliseconds

 

 

7.1

Nominal profile in download of 640 Kilobit/s (with access in ADSL technology)

180 milliseconds

7.2

Nominal profile in download of 1,2 Megabit/s (with access in ADSL technology)

180 milliseconds

7.3

Nominal profile in download of 2 Megabit/s (with access in ADSL technology)

170 milliseconds

7.4

Nominal profile in download of 4 Megabit/s (with access in ADSL technology)

160 milliseconds

7.5

Nominal profile in download of 7 Megabit/s (with access in ADSL technology)

150 milliseconds

7.6

Nominal profile in download of 10 Megabit/s (with access in ADSL technology)

140 milliseconds

7.7

Nominal profile in download of 20 Megabit/s

With access in ADSL technology: 120 milliseconds

With access in VDSL2 technology: 100 milliseconds

7.8

Nominal profile in download of 30 Megabit/s (with access in VDSL2 technology)

80 milliseconds

7.9

Nominal profile in download of 50 Megabit/s

With access in VDSL2 technology: 75 milliseconds

With access in FTTH technology: 70 milliseconds

7.10

Nominal profile in download of 100 Megabit/s 

With access in VDSL2 technology: 70 milliseconds

With access in FTTH technology: 60 milliseconds

7.11

Nominal profile in download of 300 Megabit/s (with access in FTTH technology)

50 milliseconds

8

Disputed charges: percentage of invoices for which the customer filed a complaint versus the number of invoices issued during the same period

1%. 

 

ANNEX D

Targets for the indicators of the services’ quality for Internet in the car services associated to machine-to-machine services for 2020 as per Resolution n.154/12/CONS as amended;
 
Year of Reference: 2020
 

 

Name of the indicator

 

Applicable services

 

Measures

Measure unit

 

Targets

Time to recharge the credit (Annex 1 to resolution n.154/12/CONS as amended)

Pre-paid services

percentile 95% of the time of recharge

minutes

1

 

 

Complaints regarding charges (Annex 3 resolution n.154/12/CONS as amended)

(ratio between the number of complaints relevant to charges received and the average number of active SIMs/USIMs in the period considered)

 

 

 

 

 

 Pre-paid     services

Ratio between the number of complaints (in writing or other modality that can be tracked and is acknowledged by the operator and indicated in the chart of services) relevant to charges in the period considered and the average number of active SIMs/USIMs in the same period

 

 

 

%

 

 

1,20%

Time of reply to the calls to the operator’s customer services: 

 

Pre-Paid 

Services

minimum navigation time to access to the choice “human operator”

 

sec.

70 

Time of reply to the calls to the operator’s customer services: 

 

 

Pre-Paid Services

  average time of reply to the incoming calls

sec.

120

Time of reply to the calls to the operator’s customer services: 

 

 

Pre-Paid Services

 percentage of incoming calls where the time of reply is less than 20 seconds

 

%

30

Time of reply to the calls to the operator’s customer services: 

 

 

 

Pre-Paid Services

 Percentage of complaints solved without need for the customer to make further calls to the customer care number for the same complaint

%

95 

Probability of transfer of SMS to the SMS center (Annex

8 resolution n.154/12/CONS as amended)

 

SMS services

Percentage of SMS took over by the SMS-C with respect to all the messages arrived to the SMS-C.

 

%

 

99%

 

Delivery time of the SMS at the first attempt (Annex

9 resolution n.154/12/CONS as amended)

 

 

SMS services

 

Arithmetical average of daily times of delivery of the SMS at the first attempt in the period considered

 

 

 

sec.

 

 

7″

 

 

Accessibility of package commutation data services on GSM networks (Annex 10 resolution n.154/12/CONS as amended)

 

 

Commutation package data services on GSM networks

 

 

Percentage of requests to establish a package data connection, originated or terminated on the operator’s network that are successfully carried out.

 

 

 

%

 

 

 

98,20%

 

 

For information regarding disputes and settlement procedures, please visit Agcom

 
Tata Communications (Italy) S.r.l. – Carta dei Servizi.pdf
 
Performance Results of the Second Semester of 2019 (July 1, 2019 to December 31, 2019)
 
Yearly Performance Report and Results for 2019

 

Quality of voice telephony services from a fixed location:

 

Quality of internet services from fixed location:

 
Performance Results of the First Semester of 2020 (January 1, 2020 to June 30, 2020)

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