Annexure 1 - Internet Lease Line (ILL)

Exhibit A: Service Charges


Sr. No.

Item Description

Amount (Rs.)


One-time Installation Charges


Total One-time Charges



Annual recurring rate for    100   Mbps Internet Bandwidth



Annual recurring charges for         KM of Local Loop



Managed Service Rental



Charges for additional IP Addresses (charges annual in advance)



Network Electronics/ CPE Rental


Total Annual Recurring Charge



Exhibit B: Service Assurance


Service Availability shall mean an average network uptime (excluding service outages) over SLA Measurement Period between TTSL IP POP to which Customer is connected upto TTSLs internet gateway.

Latency shall mean round trip delay between a designated point of TTSL Internet backbone (TTSL IP POP) in India and terminating point of Network on the Upstream Service Provider. This would be measured using 1000 packets of 64-byte size.

Packet Loss is defined as the percentage ratio of the total number of data packets lost to the total number of data packets transmitted. It is calculated by averaging over SLA Measurement Period, the packet loss between IP POP’s to which Customer is connected upto TTSLs internet gateway.


1.        Service Assurance


TTSL shall offer Services as per Table 1.0 on each port subscribed.


Table 1.0 Service Assurance

Peering Location

Service Availability


Packet Loss

From TTSL IP POP (Delhi, Bangalore, Hyderabad, Chennai, Mumbai, Ahmadabad, Kolkata)

Rest of India

All (within India)

> 99.5%

≤   80 ms

≤   80 ms


New York, USA

≤ 270 ms

≤ 300 ms

Los Angeles, USA

≤ 320 ms

≤ 350 ms

London, UK

≤ 250 ms

≤ 270 ms

Hong Kong

≤ 140 ms

≤ 160 ms


≤ 130 ms

≤ 150 ms


≤ 120 ms

≤ 140 ms


≤ 130 ms

≤ 150 ms




a.        In case the Service performance is not in compliance with Table 1.0, TTSL shall provide to Customer Service Credits as mentioned below:


Type of SLA

Conformance parameters

Service Credit (days)

Service Availability

Less than 0.5% of commitment

1   day

Less than 1% of commitment

2 days

Less than 2% of commitment

3 days

Less than 3% of commitment

4 days


> Table 1.0

1   day

Packet Loss

> Table 1.0

1   day


Note: The total Service Credit in a given SLA measurement period shall not be more than four (4) days in a quarter. In any given SLA Measurement period, in case of service outage, the Customer shall be entitled to claim only the Service Availability Service Credit and not the Service Credits for Latency and Packet Drop.


b.        At Customer’s request, TTSL will calculate network availability as per the formula given below:


EXCLUSIONS: For the purpose of calculating Network / Service Availability, Packet Loss and, Latency do not include Downtime or non-conformance to committed SLAs, resulting in whole or part from one or more of the following causes:


a.        Failure to notify the Customer care and raise the Trouble Ticket for Service disruption.

b.        Any act or omission of Customer or any of its agents, contractors or vendors.

c.        Periods where faults are due to “Customer Equipment or any Customer error.

d.        Planned maintenance and associated events for which agreed notification was given to Customer.

e.        Non availability of power supply or other deficiency in the infrastructure provided by Customer.

f.         Faults reported by Customer but no fault is found or confirmed by TTSL.

g.        Trouble tickets related to new installations, upgrades, downgrades and shifting of the Services.

h.        TTSL or its agents are not allowed an access to the Customer Equipment or the premises where the access lines are terminated. Periods where Customer or bandwidth provider staff was inaccessible to confirm the Service condition after fault clearance by TTSL.

i.         Customer’s scheduled maintenance.

j.         Any service degradation or outage caused by third party last-mile connectivity or by local access facilities ordered directly by Customer.

k.        Time/periods taken by the Customer to confirm Service conditions after fault clearance by TTSL.

l.         Disconnection/s or temporary suspensions due to failure to meet payment obligations by Customer .

m.      Periods where interruptions are caused by events beyond TTSL control, incidents of disaster, arson, act of govt. authorities and Force Majeure.

n.        Construction of additional facilities which are required in order to connect the Customer's premises to the TTSL’s Network and/or the Local Loop(s).

o.        Changes to Service where such changes are initiated at Customer's request.

p.        Anything which is due to Customer' use of bandwidth in excess of the committed bandwidth.

q.        Periods where Services have been restored by other alternate means

r.         Downtime is considered if the Link is down for more than 15 minutes after the Client has been issued a complaint number

s.        Virus attack from Customer’s network forcing TTSL to disconnect Customer’s network from TTSL Network to prevent network breakdown.