Terms & Conditions - Switched Ethernet


  1. Services
    1. In this Section, Services refer to Internet Protocol (IP) based broadband communication Services, using Multi-Protocol Label Switching (MPLS) as the core network protocol and any value-added Services provided by StarHub Ltd (Reg. No. 199802208C).
    2. The Services are provided either:
      1. via fiber of StarHub Ltd; or
      2. via the Next Generation Nationwide Network (NGN Services).

  3. Next Generation Nationwide Broadband Network (NGN Services)
    1. The Next Generation Nationwide Broadband Network refers to a nationwide fibre network that aims to deliver high speed broadband of up to all physical addresses in Singapore including homes, offices, schools and government buildings.
    2. Nucleus Connect is Singapore’s Operating Company (OpCo) for the active infrastructure of the Next Generation Nationwide Broadband Network (Next Gen NBN), a pervasive and sophisticated all-fibre optic network to every home and business.

  5. Term
    1. This Agreement will start on the Start Date and terminate on the expiry of the Minimum Period of Service. The Start Date will be the date of the Services requested by you and agreed to by us. If we cannot meet this date, we will give you a new Start Date.
    2. The Minimum Period of Service will be 12 months or any periods as we may state in our brochure or other publications for the respective Services or otherwise agreed with you.
    3. When the Minimum Period of Service expires, this Agreement will be automatically renewed for a further period equal to the Minimum Period of Service based on the same terms and conditions except for Charges, which shall be based on the then prevailing Charges, unless either party gives the other party 30 days' notice of its intention not to renew before the expiry of the Minimum Period of Service.

  7. Service Commencement
    1. When we accept your application/order form for the Services, we will notify you of the commencement date for the provision of the Services 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.
    2. Provisioning of Services is subject to the processing times of third party service providers. As such, the minimum time to provision the Services is 14 working days. In exceptional cases where there are issues pertaining to coverage or resources, the processing time may take about 1 month or longer for the Services to be provisioned. StarHub will not be liable for any delay or failure in performance resulting from any delay or failure of any third party (including any supplier) to deliver or provide the Services.

  9. Transfer Speed
    1. We do not warrant or give any guarantee on data transfer speed or any other aspect of the Services. We hereby exclude all warranties, whether express or implied by law, regarding the use of the Services (including without limitation the accessibility, reliability or accuracy of the Services) and the performance and/or condition of the network.

  11. Additional Charges
    1. There will be additional Charges for:
      1. provision of the Services, installation of and/or service support for the Equipment outside our normal scope of work. These include:
      2. the Services requested by you are provided at a greater costs than what we would normally incur because of the materials used, the manner of installation or the nature of the Service Address. In these cases, we will notify you of the additional Charges before the installation starts;
      3. work or the Services is/are performed outside our normal working hours; and
      4. work or the Services necessitated because of your or any third party's action, fault or negligence or because of any fault or problem associated with any other telecommunication system which you or other Service Providers control; and
    2. our work done in response to your complaint of a fault in the Services if the work reveals no such fault. Please click here for more information about the Charges.

  13. Equipment
    1. If we place Equipment on your premises, you will have to provide suitable space and conditions for the Equipment including any necessary electrical power supply.
    2. You will be responsible for the safe use of the Equipment.
    3. Equipment that is rented or borrowed from StarHub will always remain the property of StarHub. You must keep the Equipment in good condition and shall not or allow it to be moved, removed, modified or interfered in any way without our prior written consent.

  15. Customer Service Warranty
    1. If you accept any of the Services which expressly provides for a Customer Service Warranty, in the event of any failure of the Services or to meet an agreed delivery date for starting the Services, you agree that the compensation provided under the warranty represents a reasonable pre-estimate of all your losses. We have no further liability to you for the failure.
    2. Your rights to claim compensation from us are set out in and limited to the applicable Customer Service Warranty.

  17. Additions, Changes & Cancellations
    1. Applications for additional Services or request for changes to be made to existing Services must be given in writing. Charges may be imposed for such additions, changes and cancellations.
    2. A cancellation charge shall be imposed for any withdrawal of application before activation of the Services.
    3. In addition to Clause 9.3 above, for NGN Service, iIf Customer cancels the NGN Service before the RFS date (whether or not engineering works have commenced for the provision of the NGN Service), Customer shall be liable for cancellation charges equivalent to the total and full installation charge, regardless of whether such installation charge was waived or discounted and in such a case, the standard installation charges shall be imposed. Notwithstanding any provision to the contrary, there will be no waiver of the installation charge if the NGN Service is cancelled prior to the RFS date.
    4. If Customer cancels the Service after the RFS date, and anytime within the Minimum Period of Service, Customer shall be liable to pay StarHub the Early Termination Charges.

  19. Relocation
    1. Any relocation of any part of the NGN Service will be deemed as a termination of the entire NGN Service, and Early Termination Charges shall be payable by Customer if the relocation occurs during the Minimum Period of Service.
    2. For Services provided via Starhub fiber, any request for relocation shall incur relocation charges.

  21. Ending the Services
    1. The Services may be terminated by either party giving 30 days' written notice to the other party.
    2. If you give us notice to terminate the Services during the Minimum Period of Service, you must pay us early termination Charges as follows:
      1. 100% of the amount equal to the recurring SW-E Service's Charges for the rest of the Minimum Period of Service;
      2. any charges and expenses applicable to local access or other services procured by us on your behalf in connection with the Services; and
      3. any taxes payable by you.