Creative Telcom provides compensation to the Customer under the (CSLG) Customer Service Level Guarantee, which guarantees 100% connectivity uptime of Dial-Up, ADSL, ISDN, Hosting and Telephone services.
Planned Outages, network upgrades, provisioning delays, new installations, planned maintenance, CPE faults, CPE software and CPE operator errors are not covered by this CSLG.
A Customer CSLG credit is calculated on the retail price inc GST charged to the Customer.
A CSLG claim submitted by the Customer, which is approved by Creative Telcom, will be credited to the Customer.
A credit on the CSLG is not provided automatically. A claim on the CSLG can only be initiated by the Customer and must be approved by Creative Telcom.
A CSLG Claim Form is available from Creative Telcom, please call 1300 TELCOM.
The Customer will be compensated via the CSLG, using the following formula: Dividing the (A) monthly retail price of a service, by the (B) total number of hours in a month, multiplied by the (C) number of hours in a month the service was not available. EG: (A /B x C).
Any claim made by a Customer under the CSLG, must be made within 60 days of the date of the event the Customer may have been affected.
