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General

1. About Tikona Digital Networks Ltd. (TDN)

Tikona Digital Networks (TDN) is an All-India Internet Service Provider (ISP) specializing in wireless broadband service. The service is powered with 4th Generation OFDM & MIMO technologies.

2. What is Broadband?

It is an always-on-internet connection that can provide a download speed of ≥ 256 kbps. 3. What are the advantages of Broadband? Broadband allows you to complete your task of downloading or uploading large-sized files or multimedia content web pages much faster than a dial-up internet connection, thereby saving your valuable time, and giving you a superior internet experience.

4. What are the possible broadband applications?

One can use broadband for applications like travel ticketing, online banking, stock trading, Voice-over IP (VoIP), video chat over the Internet, or download multimedia content like music, movies and games to name a few.

5. Can I access Tikona Secured Wireless Broadband service while travelling or outside my home?

You cannot access this service while travelling. However, you may receive coverage in common areas of your society such as lawns, club houses and swimming pools if your society/building has enrolled for TDN’s Tikona Secured Wireless Broadband campus programme.

6. What are the advantages of Tikona Secured Wireless Broadband service over other wired internet connections?

The service comes with many benefits, the important ones being: • Guaranteed limit on bill with every plan. • Up to 4Mbps download speed • On-call Tech support • Greater Security: Freedom from risks of self-installed Wi-Fi • All-Home Solution to connect multiple PCs wirelessly.

Service Availability/Ordering

1. Where is Tikona Secured Wireless Broadband service available?

Tikona Secured Wireless Broadband service is available in various metros and non-metros across India. We are constantly adding new cities to our service footprint. To know more, visit the Service Availability Section of our website.

2. How can I find out whether Tikona Secured Wireless Broadband service is available in my area?

You can visit our website, www.tikona.in, and check the availability through ‘Check Service Availability’ tool.

3. What is the delivery time of your service?

If your building is enabled with Tikona Secured Wireless Broadband, we can deliver the service within 3 days from realization of subscription amount paid. In case of cheque payment, service installation shall take 6-10 working days from the date of cheque submission. In case your building is Non-RFS, then we shall be happy to work with your building authorities to make the building broadband-enabled at the earliest with Tikona Secured Wireless Broadband. Click here to fill the form.

4. What setup do I need at my residence or office in order to subscribe to Tikona Secured Wireless Broadband service?

Your PC/laptop should support the following a. Intel P-IV 2 GHz or higher processor.

b. 512 MB RAM

c. Minimum 2 GB free Hard disk space at the time of installation.

d. OS: Win 7, Win 2K, Win XP, Win Vista.

e. Ethernet LAN Card/ Port (10/100Base T) with TCP/IP support

f. Browser Options: IE 6.0 & above, Mozilla Firefox 3.0 & above, Opera, Google Chrome

Subscribers who have opted for @ll Home Solution can use our service also on Smartphones, tablets, touchpads (e.g. ipads). These devices should be: a. Wi-Fi enabled with 802.1X, WPA2 Enterprise security feature

5. What are the modes of payment along with the order?

You can make upfront payment through a local cheque in favor of "Tikona Digital Networks Pvt. Ltd." along with the order. The upfront charges i.e., subscription amount will be applicable as per the tariff plan mentioned in the brochure. For payment through cash vouchers, credit card, debit card, net banking; minimum subscription amount mentioned in the Tariff Card is to be paid to the Tikona representative after you receive order reference number through online order. Cash payments need to be done against un-tampered/unused vouchers to authorized Tikona representatives only.

6. Are charges paid along with the Subscriber Registration Form (SRF) refundable in case I cancel the order?

Yes subscription charges paid are refundable in case of cancellation of order. Cancellation charges may apply in case the subscriber chooses to discontinue after signing the SRF.

• But prior to the Service being provisioned due to inability of Service Provider/Company to deliver the service within standard delivery period, no charges will be applicable to the subscriber. (Standard delivery period is three days from the date of realization of subscription amount paid. In case of cheque payment, service installation shall take 6-10 working days from cheque submission date.)

• But prior to the Service being provisioned due to the decision of the Subscriber, all one-time charges will be applicable.

• After service provisioning; all one-time, recurring and other charges will be payable as applicable. • Any refund , if applicable, will be paid to the subscriber within 30 working days from account

termination. Account termination will be done up on receipt of CPE by the Company in working condition and settlement of all balance outstanding. Penalty / damages, if applicable, will be deductible from the refund amount, towards breach of terms of service.

7. Can I know the status (or progress) of my order?

Yes, you can check the status of your order on www.tikona.in → Track My Order. Enter your User ID/User Name to know your order status. Enter your SRF number in case you do not have your User ID.

8. What is the process of Service Delivery?

As a first step, our executive will visit your place for demonstration of the service. If you are satisfied with the demo, you will be asked to fill Subscriber Registration Form (SRF) and necessary documents will be collected along with the subscription amount. For payment through cash vouchers, credit card, debit card, net banking, minimum subscription amount mentioned in the Tariff Card; the amount is to be paid to the Tikona representative after you receive order reference number through online order. After order booking is done, you will receive username on registered E-mail ID. Password shall be sent separately via SMS to your registered mobile phone on realization of subscription amount. The Installation Engineer will visit your premises for installation of the service (which will be 2-3 days from subscription amount realization date). In case, of cheque payment, service installation shall take 6-10 working days from the date of cheque submission. Our executive, remotely supported by technical experts, will carry out the installation. After installation, the executive will assist you to login to your Tikona Secured Wireless Broadband service.

9. What do I do in case I face any issue with my password?

Please call up Tikona Customer Care on 1800 20 94276 and help us with the necessary information and we will provide you with a new password on your registered mobile number.

10. Is there any other charge besides installation charges that I need to pay?

A CAT 5 cable is provided at no extra cost if the subscriber needs to connect his PC on the Ethernet interface. Cable-laying through casing and capping will be charged at 10/Foot. This will be over and above installation charges and needs to be paid directly to the Tikona Authorized Partner’s installation executive.

Product & Tariff

1. What speed is offered by Tikona Secured Wireless Broadband for its service?

Following speed will be offered under various plans of Tikona Secured Wireless Broadband service:

1. Unlimited Usage Plans with 300 Kbps, 512 kbps, 750 Kbps, 1 Mbps, 2 Mbps and 4 Mbps download speed. These plans are available in combination of monthly, quarterly half yearly and annual bill payment option.

2. Bill Free Plans – Up to 4 Mbps.

(Note:- 300 Kbps Unlimited plan is not available for Andhra Pradesh circle)

2. Which plan from Tikona Secured Wireless Broadband service is ideally suited for me?

Our website consists of a plan selector which helps decide suitable plans depending upon usage pattern.

3. Are any long term plans available besides monthly plans?

Besides monthly plans, Tikona Secured Wireless Broadband service offers long term plans. These are available under Unlimited Usage plans category. You can opt for Quarterly Half yearly or Annual unlimited usage plans. Besides these plans, Bill Free Plans are also available with usage validity up to 36 months. 4. Does Tikona Secured Wireless Broadband service come with value added services?

Tikona Secured Wireless Broadband comes with value added services such as 1. Optional Parental Control Utility

2. Optional Static IP

3. Optional ALL Home/Office solution: @ll Home service

Charges for Value added Services (VAS)

VAS code Details Charges ( )

ANPREAV Annual Parental Control Utility 650 + Taxes

ALLHOLT All Home Lifetime 1500+ Taxes

RETSIP Annual Static IP 1000 + Taxes

• Note:- TDN reserves the right to withdraw the bundled complimentary Basic Anti‐Virus at any point of time.  5. When will I have to pay the bill?

Bill will have to be paid in advance for all the plans as per the billing period.

6. What is the benefit of Bill Free plans?

Bill free plans come with long validity and high usage with various speed options. Further, you can utilize the bundled usage as per your convenience. After consumption of bundled usage, you can recharge the account with the amount of your preference (minimum recharge amount is Rs.10/-). Charges beyond bundled usage (inclusive of taxes) will be applicable as follows: ADBF512K (5paisa/MB), ADBF750K (6 paisa/MB), ADBF1024K (6 paisa/MB), ADBF2048K (8 paisa/MB), Unifi3999, Unifi4999, Unifi5999, Unifi7999, Unifi9999 & Unifi14999 (10 paisa/MB).

7. What are the features and the benefits of the Parental Control Utility?

Tikona Wi-Bro service provides a ‘Parental Control’ utility which helps you to control your child’s internet usage.

This utility has automated tools which enables you to define:

‐ Type of content: This will block sites with content inappropriate for your child.

‐ Time of access: This will allow access to internet only during the stipulated time.

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13. Do I get any benefit if I surrender my All Home service?

If you surrender your All Home service within the 1st Year of its activation then Rs.500/- will be applicable as refund.

No refund is applicable if the All Home service is surrendered in the 2nd year and later on.

14. Will I get refund of my plan charges if I apply for disconnection of service?

‐ If you surrender the connection before the completion of plan period, plan charges collected in advance will be refunded on non pro-rata basis after deducting the installation charges. Additionally the plan charges corresponding to the number of months of use shall be deducted from the upfront amount received to determine refund if any. Full month shall be counted in case the usage is for part of the month.

‐ Service tax shall be accounted for against both charges stated above. ‐ Any refund, if applicable, will be paid to the subscriber within 30 working days from

account termination. Account termination will be done up on receipt of CPE by the Company in working condition and settlement of all balance outstanding. Penalty / damages, if applicable, will be deductible from the refund amount, towards breach of terms of service. In the event of subscriber not being able to deliver the modem to the Company, for reasons attributable to their action/ account, the modems would be assumed to be permanently undeliverable to any person including the Company. In such an event including a case, where the modems are delivered by the subscriber in non-working conditions, the Company would charge the subscriber 1500 per modem not returned or returned in non-working conditions towards penalty/ damages for breach of the terms of service. This is applicable for all plans.

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9. What are the things I can do from my Online Self Care portal?

Online Self Care portal provides facilities, such as:

• Subscriber Profile o Personal Information - Provides the user subscription details such as Username, address etc. o Service Information – Enables you to view plan details along with any VAS subscribed. o Change Password – gives an option to change password.

• My Tools o Session History - Check your internet session history on day to day basis. o MAC Addresses - Gives the MAC IDs registered against the User account.

• Billing and Payments o Invoice Summary - Shows historical invoice summary details. You can also see last 6 bills online. o Payment List - Shows historical payment details. o Make Payment - Option to make an online payment though Credit Card/Net banking or cash

vouchers. • Ask for Help

o Email - This section helps to write your feedback/concern to Tikona Customer Care. o Product information –Download dialer, latest product news, important FAQs and T&Cs.

• Service Request o View request –Track the status of request/complaints registered with Tikona Customer Care.

10. How do I know what is the actual speed of my Tikona Secured Wireless Broadband service?

There is a facility to measure the speed at which your broadband connection is working. Once you log in you can click on the speed test icon on the dialer (for windows user) or Go to http://www.speedtest.tikona.in (for MAC users) to check the connection speed. The speed is displayed up to TDN’s ISP node.

11. Can I shift my connection from one location to another location within or across the city?

If the new location where you would like to shift has adequate signal strength, then you can shift the connection. We will need your new billing address proof.

12. Can I change my tariff plan?

You are allowed to change your tariff plan to any other tariff plan of your choice as per the plan migration rules set by the company. For changing the plan please contact Tikona Customer Care on 1800-20-94276 or write an email to customercare@tikona.in

13. Will I get a signal everywhere in my home?

If you have subscribed to our @ll home service, then you can get • Wireless coverage (up to 1000 Sq. feet) in home area. • For large homes (more than 1000 Sq. feet area), additional hotspot are available at 1500 for

lifetime per instance.

14. How can I change my billing address?

• If you have moved to a new home and want to update address with us, contact Tikona Care @ 1800 20 94276.

• You would be required to submit a photocopy of your new address along with the Proof of Address. • Documents considered as proof of address: driving license, passport, ration card, voter ID card, lease

agreement, form 16/ assessment income tax order, utility bills (recent two months) like electricity, telephone, water, and gas bills.

15. Can I change my registered mobile number, E-mail ID, reset password, check or pay bill through mobile?

• Tikona Secured Wireless Broadband has introduced short-code SMS functionality through which you can reset account password, change mobile number, E-mail ID and check and pay bill through mobile.

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RSTEMAIL<space><Username><space><New E-mail ID>

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through mobile VRCH<space><10 Digit Username><space><Voucher Serial Number><space><Voucher PIN>

VRCH 1100110011 1234567890 98767676761234

This is a chargeable service.

16. What should be done if the details are not changed even after sending the SMS?

Contact Tikona Care @ 1800 20 94276 and provide details regarding the SMS sent.

CPE-Related

1. Which CPEs/modem do I need to access Tikona Secured Wireless Broadband service?

Modem for Tikona Secured Wireless Broadband service will be supplied by TDN depending upon the nature of installation and service subscribed.

2. Do I own the CPE provided by TDN?

No. The CPE is provided on a ‘Right-to-use’ basis and it is a property of Tikona Digital Networks Pvt. Ltd. In case of service discontinuation, the subscriber shall return the modem/wireless USB adaptor in a working condition. Rs1500 per CPE will be payable if subscriber retains or returns the modem/wireless USB adaptor in non working/damaged condition.

3. What is ALL Home/Office solution? Does TDN provide the Wireless Wi-Fi modem/router?

ALL Home/Office solution • Extends Tikona Secured Wireless Broadband service wirelessly throughout your home/office without

spoiling your interiors. • Is built using latest MIMO technology that improves network coverage up to two times over

conventional home Wi-Fi. • Is enabled with highest level WPA2 security with AEC encryption technology. This makes the entire

solution substantially safer than self installed Wi-Fi. • The @ll home/Office CPE is provided by Tikona as a part of @ll home service delivery.

4. Will Tikona do the initial configuration of Tikona Secured Wireless Broadband service on my PC/Laptop?

Yes, Tikona´s authorized installation executive will do the initial configuration of Tikona Secured Wireless Broadband service as a part of the installation process.

5. Can I use the Tikona Secured Wireless Broadband service with my own Wi-Fi router?

We advise you to go for all home secured Wi-Fi solution which complies with recent DoT directives on home wireless security (no. 820-1/2008 DS Pt II dated 23-02-2009). This includes one Wi-Fi hot spot instance inside your home and supports 1000 sq. feet area. For larger homes you can go for additional instances of hot spot. If you still insist to use your own Wi-Fi router then you may do so at your own responsibility.

Technical

1. Is Tikona Secured Wireless Broadband service secure?

Tikona Secured Wireless Broadband is far more secured than other self installed Wi-Fi services because of the following

• Tikona Secured Wireless Broadband uses state-of-the-art WPA2 encryption standard (128 bit key versus 40 bit key used in earlier standards) for data transmission and 802.1x authentication for clients.

• Password is set by the end user/subscriber directly through a Self Care Portal. • Access is permitted only from devices whose MAC IDs are allowed by the end user/subscriber. • Compulsorily requires modem/dialer for accessing Tikona Secured Wireless Broadband service.

2. What best practices need to be adopted by a user while accessing Tikona Secured Wireless Broadband service?

• Keep the modem at optimum signal strength. • Ensure that the modem is never displaced from the location where it was installed to receive the

optimal signal strength. • Ensure that the modem is powered ON and the rightmost LED is steady green before usage. • Please ensure that your laptop wireless button is switched ON, incase connecting through @ll Home

service • Remove Proxy settings • Change your password regularly. • Never share your password with anyone including any Tikona representative • Logout when you are not expecting to use the service for an extended duration. • Inform Tikona Care of abnormal behavior or usage against your username.

SOHO Plans

Product and Tariff

1. What speeds are offered by Tikona Secured Wireless Broadband for offices?

Tikona Secured Wireless Broadband offers speeds from 1 Mbps to 4 Mbps for your offices

2. What plan is ideally suited for me?

Tikona Secured Wireless Broadband offers Bill-free plans and unlimited usage plans. If you know your monthly internet usage, we recommend you to opt for the Bill Free plan. If you want flat fee billing every month, we recommend you to opt for Unlimited Usage Plans. These plans are speed multiplier plans available with combination of quarterly & Half yearly billing cycle options. In these plans you can enjoy up to 4 times the speeds during day or office hours (8.00AM to 10.00 PM). During night or the non-office hours you get flat 512Kbps speed for all plans. These plans are apt for your business requirements and applications. For more details, click here.

3. What is the difference in surfing experience between Home plans and Office plans? Office plans have a better contention ratio than home plans and hence surfing experience is better than home plans. Unlimited Office plans have a contention ratio of 1:8 while unlimited home plans have a contention ratio of 1:20

4. What are the documents I need to submit along with the Subscriber Registration Form?

If you are taking the connection in your company’s name, you need to submit Proof of Address and Proof of Identity documents for your company Valid documents for Proof of Address are:

i. Telephone bill (recent 2 months) ii. Electricity Bill (recent 2 months) iii. Lease agreement iv. Bank statement (recent 3 months)

Valid documents of Proof of identity are:

i. PAN allotment certificate ii. Certificate of incorporation iii. Shop and establishment Act registration certificate iv. Tax account No certificate v. Sales and Service tax registration certificate.

Also you need to proof of identity of the contact person in your company along with photograph Valid documents of Proof of identity are:

i. PAN card ii. Passport iii. Driving license iv. Arms license v. Photo credit card vi. Photo id (issued by central/state govt., PSU, Govt. college/university)

5. What are the charges for Static IP?

Static IP is chargeable at Rs 1000 per annum

6. If I shift my office location, how do I know whether the Tikona Secured Wireless Broadband service will be available at the new location and what are the charges I need to pay if the service is available at the new location?

If you are shifting your office, you can call up Tikona Secured Wireless Broadband help desk at 18002094276 to find out whether the new location already has the Tikona Secured Wireless Broadband service. If service is available at new location, our helpdesk will take down the request for a shift in location. The one-time charges for the shift are Rs. 250.

Service Usage

1. What is a static IP?

Static IP is a permanent address given to the machine so that it can be reachable from any other PC in the Internet.

2. Is static IP a must for Internet surfing?

No. Static IP is not a must for Internet surfing.

3. Under what reasons are static IPs allocated?

Static IPs are allocated if the customer has specific applications within his office which demand a Static IP like web server, mail server, ftp server, Firewall, surveillance equipment, etc.It is mandatory to fill up the Static IP declaration form if you want a static IP.

4. I have 5 PCs in office which need Internet access. How do I use the service?

Tikona Secured Wireless Broadband recommends that you use user name & password for accessing the Internet. Tikona Secured Wireless Broadband will deliver service in the same way as done in homes. You can log in using your user-id and password from 6 PCs (max) at any given point of time. You do not need Static IP in this case.

5. I have a LAN in my office. PCs are connected to each other via a LAN switch. How do I use the service?

In this case, Tikona Secured Wireless Broadband CPE will act as a Router and allow PCs in office to connect to the Internet. Laptops can directly connect wirelessly to Tikona Secured Wireless Broadband CPE and Desktops can connect through Ethernet via LAN switch. 6. I have a LAN and use a Proxy in my office. How do I use the Internet?

In this case, Tikona Secured Wireless Broadband will terminate the connection on to your office proxy. Once you login via the proxy, all PCs behind the proxy in your office will be able to surf the Internet. In case you want an always on access for all your LAN PCs, then Tikona Secured Wireless Broadband will provide a static ip to be terminated on the proxy.

7. I have a LAN and a router in my office. How do I use the Internet?

In this case, Tikona Secured Wireless Broadband will terminate the connection on to your router’s WAN port. Tikona Secured Wireless Broadband will provide a static IP to be terminated on your office router. Your PCs will be connected behind your office router and can surf the internet like an always-on connection.