Terms and Conditions
REGULATION ON THE CONDITIONS FOR THE PROVISION OF ELECTRONIC COMMUNICATIONS SERVICES
REGULATION ON THE CONDITIONS FOR THE PROVISION OF ELECTRONIC COMMUNICATIONS SERVICES
In accordance with the Regulation on the conditions for the provision of electronic communications services, universal service and user protection, Netoip Network 2019 S.L. provides its customers and the general public with the following information:
Customer service telephone number: (+34) 822 250 052
Initial connection period: maximum 3 months from the signing of the contract.
Right to disconnect: to be exercised by fax (+34) 822 250 051 or by email to billing@netoip.es at least 15 calendar days in advance.
Submission of complaints and claims: By post or email to billing@netoip.es.
Method of payment for services: by direct debit.
Level of service quality:
The service is available when IP traffic can be transferred between any IP node on the Netoip network. Unavailability is considered to exist if there is no availability for a consecutive period of more than 15 minutes. For the purposes of calculating unavailability, this is the minimum period to be considered.
The availability guaranteed by Netoip is limited to the Services offered within the network and equipment for which Netoip is responsible. Unavailability may be due to hardware and software failures of the equipment provided, power failures, atmospheric phenomena, connection failures, human errors or process failures.
In the event that the responsibility for the interruption or deterioration of the quality of the Service is attributable to the CUSTOMER, this time will not be included in the calculation of the availability of the Service. Such circumstances include, but are not limited to, failures attributable to the CUSTOMER’s equipment, failures attributable to the circuits or data transmission means provided by the CUSTOMER, alterations to Netoip’s data equipment by persons outside Netoip, to the CUSTOMER’s power supply or to the telecommunications premises owned by the CUSTOMER, or to actions by the CUSTOMER’s employees.
The measurement of availability does not include: scheduled interruptions, which must be communicated to the CUSTOMER sufficiently in advance, and service losses due to force majeure (earthquakes, floods, etc.).
The availability of a circuit is calculated using the following formula:
D (%) = [((24xM)-H) / (24xM)]x100
Where:
D (%) = Service availability
M = Number of days in the period considered
H = Number of full hours of service unavailability in the period considered.
The calculation of Service availability is based on downtime statistics confirmed by Netoip, over a Service measurement period equivalent to one calendar month.
Commitment: Netoip intends to offer its CUSTOMERS a service availability commitment of 99.1% of the time, measured over a period of one calendar month.
In the event of unavailability due to causes attributable to Netoip, Netoip will, upon receipt of a complaint from the CUSTOMER in accordance with the procedure specified in the Complaints section, issue credit notes to the CUSTOMER for Service interruptions. These credit notes will be equal to one day’s service fee (calculated on the basis of the monthly services paid for by the CUSTOMER) for each hour of unavailability accumulated during the service interruption, without the total compensation exceeding 100% of the monthly fee applicable to the service concerned.
Special conditions for FTTH – xDSL – VoIP services
In accordance with Law 34/2002, of 11 July, on information society services and electronic commerce, we inform you that the website you are visiting, located under the domain www.netoip.es, belongs to Netoip Network 2019 S.L., whose identification details are as follows:
– Company name: Netoip Network 2019 S.L. – CIF: B76807882 – Registration details: Company incorporated by notarial deed dated 6 September 2019 and protocol no. 1213. – Address: BV CHAJOFE, S/N PUERTA 104 EDIFICIO EDEN – LOS CRISTIANOS – 38650 ARONA – (S.C. TENERIFE) – Telephone: (+34) 822 250 052 – Fax: (+34) 822 250 051 – Email: info@netoip.es
Internet Service Provider authorised by the CNMC, registered as an INTERNET ACCESS PROVIDER in the Autonomous Community of the Canary Islands on 07/02/2020.
Customer service telephone number: (+34) 822 250 052
Initial connection period: maximum 3 months from the signing of the contract.
Right to disconnect: to be exercised by fax (+34) 822 250 051 or by email to billing@netoip.es at least 15 calendar days in advance.
Submission of complaints and claims: By post or email to billing@netoip.es.
Method of payment for services: by direct debit.
Level of service quality:
The service is available when IP traffic can be transferred between any IP node on the Netoip network. Unavailability is considered to exist if there is no availability for a consecutive period of more than 15 minutes. For the purposes of calculating unavailability, this is the minimum period to be considered.
The availability guaranteed by Netoip is limited to the Services offered within the network and equipment for which Netoip is responsible. Unavailability may be due to hardware and software failures of the equipment provided, power failures, atmospheric phenomena, connection failures, human errors or process failures.
In the event that the responsibility for the interruption or deterioration of the quality of the Service is attributable to the CUSTOMER, this time will not be included in the calculation of the availability of the Service. Such circumstances include, but are not limited to, failures attributable to the CUSTOMER’s equipment, failures attributable to the circuits or data transmission means provided by the CUSTOMER, alterations to Netoip’s data equipment by persons outside Netoip, to the CUSTOMER’s power supply or to the telecommunications premises owned by the CUSTOMER, or to actions by the CUSTOMER’s employees.
The measurement of availability does not include: scheduled interruptions, which must be communicated to the CUSTOMER sufficiently in advance, and service losses due to force majeure (earthquakes, floods, etc.).
The availability of a circuit is calculated using the following formula:
D (%) = [((24xM)-H) / (24xM)]x100
Where:
D (%) = Service availability
M = Number of days in the period considered
H = Number of full hours of service unavailability in the period considered.
The calculation of Service availability is based on downtime statistics confirmed by Netoip, over a Service measurement period equivalent to one calendar month.
Commitment: Netoip intends to offer its CUSTOMERS a service availability commitment of 99.1% of the time, measured over a period of one calendar month.
In the event of unavailability due to causes attributable to Netoip, Netoip will, upon receipt of a complaint from the CUSTOMER in accordance with the procedure specified in the Complaints section, issue credit notes to the CUSTOMER for Service interruptions. These credit notes will be equal to one day’s service fee (calculated on the basis of the monthly services paid for by the CUSTOMER) for each hour of unavailability accumulated during the service interruption, without the total compensation exceeding 100% of the monthly fee applicable to the service concerned.
Special conditions for FTTH – xDSL – VoIP services
DOWNLOAD THE TERMS AND CONDITIONS OF SERVICE HERE (spanish version)Law on Information Society Services and Electronic Commerce
In accordance with Law 34/2002, of 11 July, on information society services and electronic commerce, we inform you that the website you are visiting, located under the domain www.netoip.es, belongs to Netoip Network 2019 S.L., whose identification details are as follows:
– Company name: Netoip Network 2019 S.L. – CIF: B76807882 – Registration details: Company incorporated by notarial deed dated 6 September 2019 and protocol no. 1213. – Address: BV CHAJOFE, S/N PUERTA 104 EDIFICIO EDEN – LOS CRISTIANOS – 38650 ARONA – (S.C. TENERIFE) – Telephone: (+34) 822 250 052 – Fax: (+34) 822 250 051 – Email: info@netoip.es
Internet Service Provider authorised by the CNMC, registered as an INTERNET ACCESS PROVIDER in the Autonomous Community of the Canary Islands on 07/02/2020.
