Terms & Conditions For
StarHub Router Service

 

  1. Service
    1. "Service" refers to the StarHub Router service provided by StarHub Ltd (Reg. No. 199802208C) together with StarHub Internet services (such as Enterprise Internet, Switched Ethernet Internet, Business Broadband) or IP/leased circuit services (such as Super Direct Services, Ethernet Leased Line, Switched Ethernet Intranet).
  2. Definition
    1. “Router” refers to the customer premise router provided by us under this Agreement installed or to be installed at the Premises and which you use to obtain StarHub Internet or IP/leased circuit services.
    2. “FE” refers to field engineer.
    3. “Local area network (LAN)” refers to a network that connects computers and other devices in a relatively small area, typically a single building or a group of buildings. Most LANs connect workstations and personal computers and enable users to access data and devices. 
    4. “Network Address Translation (NAT)” means IP addresses that we provided to allow the router to translate IP addresses. That way, many computers can share a few public IP addresses. The router translates between the public and the private IP addresses. 
    5. “Premises” means the property bearing the Service Address, which is owned or occupied by you and is connected to the Network.
    6.  “Provider” shall have the meaning set out in Clause 11.
    7. “Service Address” refers to the address of the Premises at which we agree to provide the Services to you.
    8. “Service” refers to the router rental, management and support services provided by StarHub. Management of router is not part of the Service when it is subscribed for leased circuit connections such as Ethernet Leased Line and Super Direct Service or when the Routers are self-managed by you.
    9. “Wide area network (WAN)” refers to telecommunications network or computer network that extends over a large geographical distance. Wide area networks are often established with Internet and/or IP/leased circuits connections.
    10. “Parallel Relocation” refers to a method of relocation that involves using the existing connection and the new connection to the new location simultaneously until the relocation is completed.
  3.  Eligibility for Service 
    1. In order to be eligible for the Service, you must have a StarHub Internet or IP/leased circuit services
    2. We do not provide standalone Service. The Service will only be offered and made available to you concurrently with StarHub’s Internet or IP/leased circuit services. 
    3. We will provide the Service as stated in the application or order form as may be agreed by us from time to time. 
    4. You must, at all times, provide us with such information as may be necessary or desirable for us to provide you with the Service.
    5. We will not be liable for any Service failure, interruption or performance degradation arising from the Internet or IP/leased circuit connection that you have procured.
    6. We may decline acceptance of your application at our discretion.  
  4. Service Provision
    1. Without prejudice to paragraphs 3.1 and 3.6 above, we reserve the right not to accept or proceed with your application if: 
      1. you fail to provide us with the information as stipulated under paragraph 3.4 above;
      2. we determine, in our absolute discretion, that we are unable to provide the Service due to any reason; 
      3. you fail to provide us reasonable access to the Premises; or 
      4. we discover that any facility or resource you are to provide as requested by us and under the operating conditions and specifications stipulated by us for the proper performance of the Service, or the installation, operation and maintenance of the Service, is not provided as requested. 
    2. When we accept your application/order form for the Service, we will notify you of the commencement date for the provision of the Service and this date will be known as the ready for service ("RFS") date. The RFS date will be specified in our application/order form. We reserve the right to change the RFS date without liability. 
    3. If we are unable to provide the Service by the RFS date, then you may either:
      1. cancel that part of the Service which we are unable to provide by the RFS date, without being liable to pay any cancellation Charges; or
      2. accept that part of the Service which we are ready to provide, and pay for the same at our prevailing rate(s), and the aforesaid shall constitute your sole and exclusive remedies against us and you shall have no other claim against us for our failure to provide the Service by the RFS date. We have no further liability to provide the Service by the RFS date.
    4. If you request to defer the provision of the Service to a date after the RFS date originally agreed to by us, you will be liable to pay a reservation fee at our prevailing rate(s). 
    5. If it is due to the failure to provision the StarHub Internet or IP/leased circuit service and if you accept that part of the Service which we are ready to provide and pay for the same at our agreed/ prevailing rate(s), you will have no other claim against us for our failure to provide the Service on or before the RFS date. 
    6. If you cancel your application for the Service before the RFS date, you will be liable to pay our prevailing cancellation Charges, which is equivalent to 100% of our prevailing one-time installation Charges of the Service (“Installation Charges”), regardless of whether such Installation Charges were waived or discounted. 
    7. We are responsible for providing the Router and Service. The point of demarcation for our responsibility is up to the Router provided by StarHub. StarHub will not be responsible for any fault or issue that occurs beyond the Router in your network. Where facilities and/or resources are provided by you, StarHub will not be responsible for any fault or issues that occurs arising from such facilities and/or resources. During service activation, we will use our reasonable endeavours to ensure that standard configuration for routing, NAT and access control list submitted to and accepted by us have been implemented in the Router. Request for additional configuration requirement will be reviewed and we will inform you if we would accept such request. Such request, if accepted, may incur additional one-time charge.
    8. You must notify us in writing if we have failed to implement the configuration you have submitted to and accepted by us. We will correct our failures that have been brought to our attention at our own cost. The foregoing shall constitute our sole liability and your exclusive remedies for such failures. 
    9. Our business hours are from 9 am to 6 pm, Mondays-Fridays (excluding Saturdays, Sundays and public holidays). You may request for installation or relocation works to be carried out outside our business hours or on weekends. In such a case, an additional one-time charge (“Non-Working Hours Charge”), which is based on our prevailing after-office hours installation charge. This NonWorking Hours Charge will still be imposed if you cancel or postpone an appointment less than 2 hours from the scheduled appointment time, or if you fail to grant us access or fail to be present at the scheduled appointment time for our FE or contractors to carry out the necessary works. 
    10. Service Acceptance is, either actual acceptance by you or deemed acceptance when actual acceptance is not given within two (2) days of StarHub informing you that the provisioning is complete and you have not rejected the Service in writing on the basis that the Service does not conform to the specifications within the above timeframe. 
  5. Minimum Period of Service and Auto-renewal 
    1. The initial Minimum Period of Service (MPS) for a new Service shall be a continuous period of 12 months or such other period as may be agreed by us and specified in the order form (“initial Minimum Period of Service”). 
    2. If we agree to any changes to the Service, as requested by you (including any upgrade to the Service) or renewal of the Service, we shall be entitled to impose a further Minimum Period of Service commencing from the date the Service are changed or renewed. Upgrade to the Service is not permitted if the remaining contract term is more than 6 months.
  6. Duration of Service 
    1. The Service under this Agreement will commence on the RFS date as notified by us to you in accordance with Clause 4 above.
    2. This Agreement will continue until you have terminated the Internet or IP/leased circuit connection or you have terminated the Service in accordance with the provisions of this Agreement.
    3. If you do renew or re-contract the Service, we may require that you change any existing Router that you are using, or allow us to update or upgrade it as may be required. 
    4. Promotion rates are applicable for limited period of time only. At the end of the applicable Minimum Period of Service, the promotional rates shall not apply and the rates shall revert to our prevailing rates (i.e. non-promotional rates) for the renewals. Renewals will ensure that you will get to enjoy competitive rates. Please contact your StarHub account manager early for renewals. 
  7. Scope of Service
    1. We will provide the Service to you in accordance with the particulars set out in the accepted application or order form. Under no circumstances shall we be responsible if any of the particulars provided by you in the application or order form are incorrect, false and/or incomplete. 
    2. After the initial set up, you may request for non-material changes in the Service from time to time through our StarHub business helpdesk such as a change in the configuration of your set-up. We will review each request and inform you if we would accept such request. If your request is deemed to be outside the standard configuration scope, such request would be chargeable and subject to our prevailing charges.
    3. We will rent to you the Router as part of the Service. You shall be responsible for the Router whilst it is in your possession and shall provide the appropriate space and power supply for it. Any lost or damaged Router shall be chargeable and such charges shall be borne by you. You may contact our technical service support helpdesk if you face any hardware issues on the Router. 
    4. We hereby exclude all warranties, whether express or implied by law, regarding the use of the Service (including without limitation the accessibility, reliability or accuracy of the Service). You acknowledge and accept that the performance of the Service is dependent and conditional on the performance of the Internet or IP/leased circuit connection that you use in relation to the Service.
    5.  In the event of a reported faulty Router, subject to our supporting hours, our FE will endeavour to restore the Service, which may be carried out the next business day. The Internet or IP/leased circuit connection must be working properly before the FE can commence work on the restoration of the Service. 
  8. Additional Charges 
    1. Should you require additional functional feature in the Service, you will need to submit a change management request to our StarHub business helpdesk. We will inform you of whether or not we accept your request, and whether change in Router, on-site support or remote configuration would be necessary to meet your request. Such request would be subject to our prevailing charges.
    2. If you encounter performance issues in relation to the Service, you may inform us via our StarHub business helpdesk. We will then arrange for onsite support where we deem necessary and each occasion of one-site support will be subject to our prevailing charges.  
    3. We will determine whether an onsite support is required based on the change request and reported issues relating to the Service. Additional onsite support requests are subject to our prevailing FE professional charges as may be prescribed by us from time to time. A site survey may be required if the request requires our further evaluation. We will use our commercially reasonable endeavours to meet the date requested by you. 
    4. You may relocate your Service. Your existing contract will continue. You may contact our StarHub business helpdesk for relocation.
    5. For Parallel Relocation, you will have to ensure that an Internet or IP/leased circuit connection has been set up at the new premises. We will relocate your Router to the new premises once the new connection is activated and you would have to provide us with such relevant information to do so including the new IP Address. 
    6. In the event you do not have Internet or IP/leased circuit connection at the new premises during the Minimum Period of Service or if you wish to terminate the Services due to delay in provisioning of the Internet or IP/leased circuit connection, this shall constitute termination of existing Services and our Early Termination Charges (“ETC”) shall apply. 
    7. Charges for Professional Services and other similar services are project-based and will be based on our prevailing Charges or fixed Charges and all expenses incurred by us in connection with them. 
  9. Termination
    1. Subject to Clause 10 below, either party may terminate the Service upon 30 days’ written notice to the other party. You may provide your notice of termination to your StarHub account manager or our StarHub business helpdesk. If you have subscribed for the Service under a promotion, and you terminate any other services that we have provided to you under that promotion, we will also terminate the Service. However, if the Service is still within the Minimum Period of Service or Agreement, ETCs will apply. 
  10. Early Termination Charges (ETC) 
    1. ETCs will be applicable if the Service is terminated, reduced or downgraded after the Service has been successfully provisioned and prior to expiry of the Minimum Period of Service or Agreement. The ETCs comprise: 
      1. the aggregate of the monthly recurring charges (including rental charges, where applicable) for the remainder of the unfulfilled Minimum Period of Service (MPS); and
      2. where relevant, any charges imposed by a third party arising from and/or in connection with the termination.
  11. License Agreement
    1. You and your users agree to be bound by the end-user license agreement (“EULA”) of any third party vendors whose hardware or software forms part of the Service (“Provider”). By signing up and using the Service, you are deemed to have accepted in full, without doubt or countenance, the terms of the Provider’s EULA, and any amendment or updates thereafter. You may request a copy of the EULA from your account manager. If you do not accept the terms, we are unable to provide the Service to you. 
  12. Disclaimer of Warranties and Limitations of Liability
    1. THE SERVICE IS PROVIDED "AS-IS" WITHOUT ANY WARRANTY OF ANY KIND INCLUDING, WITHOUT LIMITATION, ANY IMPLIED WARRANTY, IMPLIED OR EXPRESS WARRANTY OF MERCHANTABILITY, OR WARRANTY FOR FITNESS FOR A PARTICULAR PURPOSE AND NON-INFRINGEMENT. THE ENTIRE RISK AS TO THE QUALITY, SELECTION AND PERFORMANCE OF THE SERVICE IS WITH YOU. YOU HEREBY ACKNOWLEDGE AND AGREE THAT NO VENDOR CAN ASSURE COMPLETE SECURITY AND NOTHING HEREIN OR ELSEWHERE SHALL BE DEEMED TO IMPLY A SECURITY GUARANTEE OR ASSURANCE. YOU FURTHER ACKNOWLEDGE THE NATURE AND VOLUME OF MALICIOUS AND UNWANTED ELECTRONIC CONTENT, UNDESIRABLE DATA OR SOFTWARE AND UNAUTHORISED USERS (E.G. HACKERS). AND YOU ACCEPT THAT WE DO NOT WARRANT THAT THE SERVICE OR ANY PART OF IT WILL BE COMPLETE, FREE FROM ERRORS OR INTERRUPTIONS, WILL DETECT AND/OR ADDRESS ANY OR ALL SECURITY OR MALICIOUS CODE OR THREAT, OR VULNERABILITY, OR THAT YOUR USE OF THE SERVICE WILL KEEP YOUR NETWORK OR COMPUTER SYSTEMS COMPLETELY SECURE, FREE FROM INTRUSIONS, SECURITY BREACHES, UNAUTHORISED ACCESS, VULNERABILITIES, VIRUSES, MALICIOUS OR UNWANTED ELECTRONIC CONTENT. 
    2. There is no warranty if the Service, or the Router upon which the Provider’s software is authorized to be used (a) has been altered, except by the Provider or its authorized representative, (b) has not been installed, operated, repaired, updated to the latest version, or maintained in accordance with instructions supplied by the Provider, (c) has been subjected to abnormal physical or electrical stress, misuse, negligence, or accident; (d) is licensed for beta, evaluation, donation, free, trial, testing or demonstration purposes or for which StarHub does not charge a service fee for. 
    3. TO THE MAXIMUM EXTENT PERMITTED BY LAW AND NOTWITHSTANDING ANYTHING TO THE CONTRARY, STARHUB, ITS AFFILIATES OR THE PROVIDERS ARE NOT LIABLE 7 UNDER ANY CONTRACT, NEGLIGENCE, TORT, STRICT LIABILITY, INFRINGEMENT OR OTHER LEGAL OR EQUITABLE THEORY FOR ANY LOSS OF USE OF THE SERVICE OR ANY DAMAGES OF ANY KIND WHATSOEVER, WHETHER DIRECT, SPECIAL, INCIDENTAL OR CONSEQUENTIAL (INCLUDING, BUT NOT LIMITED TO, DAMAGES FOR LOSS OF GOODWILL, LOSS OF PROFIT, LOSS OF OPPORTUNITY, LOSS OR DAMAGE RELATED TO USE OF THE SERVICE IN CONNECTION WITH HIGH RISK ACTIVITIES, DE-INSTALLATION AND INSTALLATION FEES AND COSTS, DAMAGE TO PERSONAL OR REAL PROPERTY, WORK STOPPAGE, COMPUTER FAILURE OR MALFUNCTION, COMPUTER SECURITY BREACH, COMPUTER VIRUS INFECTION, LOSS OF INFORMATION OR DATA CONTAINED IN, STORED ON, OR INTEGRATED OR BUNDLED WITH ANY SERVICE) RESULTING FROM THE USE OF THE SERVICE, EVEN IF STARHUB, STARHUB AFFILIATES OR THE PROVIDERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. OUR ENTIRE LIABILTY AND YOUR SOLE AND EXCLUSIVE REMEDY IS THE REPAIR, REPLACEMENT OR REFUND OF THE DEFECTIVE OR NON-CONFORMING SERVICE AS DETERMINED BY US.