Legal

Service Schedule

Managed Internet Access

Index

  • 1. Product Definition
  • 2. Pricing and Coverage
  • 3. Selection of Data Plan
  • 4. IP Addressing Options
  • 5. Additional Service Options
  • 6. NetCloud Manager Access
  • 7. Feasibility Check
  • 8. Service Delivery
  • 9. Service Acceptance
  • 10. Service Delivery
  • 11. Service Uptime Assurance
  • 12. Mean Time to Restoration (MTTR)
  • 13. Access Speed Assurance
  • 14. Support
  • 15. Service Equipment
  • 16. Service Relocation
  • 17. Requested Suspension and Reactivation
  • 18. Equipment Return Policy
  • 19. IP Address Usage Policy
  • 20. Data Usage and Measurement

This page outlines the service details and service level assurance for Managed Internet Access.


1. Product Definition

1.1. Managed Internet Access combines router equipment (CPE), SIM card(s), cellular data from local Mobile Network Operators (MNOs), local installation and support into a standardized managed bundled service providing internet connectivity.

1.2. The service is illustrated in the diagram below:

Legal managed internet access service shedule

1.3. The service provides access to the internet via LTE (4G) or 5G networks via one or multiple MNOs and connects to the internet via public internet gateway (also known as public APN).

1.4. The service will include at least one (1) RJ-45 Ethernet connection handoff.

1.5. The Maximum Access speed is defined as Maximum upload and Maximum download bandwidth throughput measured in megabits per second (Mbps).

1.6. The service is by default provided with SIM cards which gives access to multiple MNO networks for additional resiliency. If multiple network options are not available, a single network option will be offered.

1.7. Blue Wireless will select the most suitable MNO network and SIM card to achieve the Service Levels as defined in this Schedule.


2. Pricing and Coverage

2.1. The Service pricing is defined according to the Country, Data Usage Plan, Maximum Access Speed, IP Addressing and Additional Services Options as defined below.

2.2. The Service coverage is available in countries globally nationwide where coverage permits.

2.3. The Service pricing will comprise of three (3) types of charges as follow;

  1. (a) One Time Charge (OTC) to install and activate the Service with Service Equipment
  2. (b) Monthly Recurring Charge (MRC) for data usage and support
  3. (c) Variable Charges for any data overage if applicable

2.4. The Service has three (3) types of Plans with the following pricing structure.

Service Plans

One Time Charge

Monthly Recurring Charge

Primary Plan

The OTC covers the following:

  • On-site Installation
  • Service Activation, Testing and Handover
  • Service Equipment

One (1) fixed MRC to cover unlimited data usage, service maintenance, monitoring and support

Failover Plan

One (1) fixed MRC to cover predefined data usage, service maintenance, monitoring and support

Usage Plan

Two (2) fixed MRC to cover,

  1. committed data usage pack, and
  2. service fees on maintenance, monitoring and support at different bandwidth tiers

If applicable, Variable Charge to cover any excess data usage above the combined data usage pack pool size

2.5. Full details of the Service Pricing in each country are listed in the Managed Internet Service rate card.


3. Selection of Data Plan

3.1. The Service offer three (3) data plan options for customer to choose from, to be indicated in the Order.

  1. (a) Primary Plan, offering unlimited data usage at the contracted Maximum Access speed at a fixed MRC. The Service is configured as an active access for the primary connection.
  2. (b) Failover Plan, where there is predefined amount of data usage included per month indicated in the rate card to be used at the contracted Maximum Access speed at a fixed MRC. An option may be provided to increase the predefined amount of data usage per month. Upon reaching the data limit, the maximum access speed will be throttled as indicated in the rate card for the remainder of the month.
  3. (c) Usage Plan, where there is a committed amount of data usage pack per month (defined in GB as set on the Order Form) at a fixed MRC and there is no Maximum Access Speed set. After the committed data usage pack pool is fully utilized, additional data is charged per GB on an overage rate indicated in the rate card as a Variable Charge.


4. IP Addressing Options

4.1. The Service by default comes with the Private IP via Network address translation (NAT). The

4.2. Public Static (‘Fixed’) IP addressing is available in selected countries and includes 1 usable IPv4 address (/30) or 5 usable IPv4 addresses (/29).

4.3. The Public Static IPs are owned by Blue Wireless on the ASN 137182 registered with APNIC in Asia and ASN 208064 registered with RIPE in Europe.

4.4. The Public Static IPs are based on a central IP assignment breakout from Blue Wireless POP’s based in Singapore, Hong Kong, Australia, Amsterdam, and any future locations Blue Wireless can assign.

4.5. IPv6 addressing is available for use subjected to the capabilities of the Service Equipment and Customer’s Equipment.

4.6. The IP Addressing options can be quoted and included on the order form. Availability and suitability need to be checked during the feasibility check.


5. Additional Service Options

5.1. Blue Wireless offers the following additional services supported on the Managed Internet Service at additional costs.

  1. (a) Service Equipment can be upgraded to support more advanced functionality such as WIFI.
  2. (b) License can be upgraded to support more advanced functionality such as Web Filtering.
  3. (c) Managed Virtual Private Network (VPN) service can be provided

5.2. Service Options can be quoted and included on the order form. Availability and suitability need to be checked during the feasibility check.


6. NetCloud Manager Access

6.1. As part of the Service, Customer may request to be provided Read-Only access to Cradlepoint NetCloud Manager at www.cradlepointecm.com.

6.2. Cradlepoint Netcloud provides customer access to the status and performance of Service Equipment router within the customer domain.

6.3. Blue Wireless will create by default one (1) NetCloud Manager account that hosts all their Service Equipment router and create one (1) UserID login. Additional accounts or UserIDs may be requested and will be provided where reasonable.

6.4. As the NetCloud Manager is a publicly accessible website, Customer is liable for safekeeping their UserIDs. Customer’s account access may be suspended by Blue Wireless without prior notice if we detect misuse or long periods of inactivity.

6.5. The availability and responsiveness of the NetCloud Manager application is on a best effort basis.


7. Feasibility Check

7.1. Blue Wireless will offer one (1) remote coverage check using on-line tools to inform if there is adequate signal coverage by the MNO operator at the provided installation site address.

7.2. We may propose additional antennas and/or on-site survey options at additional cost in the Quotation upfront to ensure the Service will be successfully activated.


8. Service Delivery

8.1. Blue Wireless will conduct preparatory work for the Service Equipment, SIM Cards, Antennas (if required) and all necessary configuration before installation.

8.2. We will notify customer at least twenty-four (24) hours before the requested installation date and time on the upcoming installation and communicate any required preparatory work by the Customer.

8.3. Customer preparatory work will include provision for uninterrupted power, cool and dry space for the equipment and security clearance/site access for Blue Wireless to successfully activate the service. Should the installation be delayed or fail due to inadequate Customer preparatory work, Customer will be liable for any cost incurred on subsequent follow-up installations.

8.4. Customer will allow for Blue Wireless to select the best Network Operator and appropriately position the Service Device to achieve the contracted bandwidth. Should the Customer prevent us from doing so, we will be unable to offer the terms covered in Service Acceptance, Service Delivery Assurance, Service Uptime Assurance, MTTR and Access Speed Assurance.

8.5. The service will be by default activated during local weekdays office hours during a maximum of two (2) hours on-site installation by a Blue Wireless engineer or representative.

8.6. Installation during non-office hours and weekends are on per request basis and will incur additional charges which will be provided in the Quotation.

8.7. For alternative activation options such as self-installation or guided installation, the Blue Wireless Support team will be on stand-by to assist customer with the activation, to be confirmed in the Quotation.

9. Service Acceptance

9.1. Unless otherwise stated, the Service is deemed to be accepted by Customer on the day Blue Wireless successfully activates the Service and billing start date will commence from that day.

9.2. Blue Wireless will provide a RFU Notice containing the Service details within three (3) business days after successful activation.

9.3. If the Service is activated during installation and Blue Wireless is unable to achieve the Maximum Speed throughput at the installation location, customer has the following options:

  1. (a) Customer will accept the Service as it is (no change to charges)
  2. (b) Customer will request for Blue Wireless to downgrade the Service to a lower speed with the corresponding charge and accept the Service (not applicable for Usage based plans)
  3. (c) Customer will request Blue Wireless to recommend and quote technical enhancements (e.g. antennas) that will improve the throughput result (if applicable)
  4. (d) Customers will cancel the Service but is liable for any cost incurred on preparatory work completed by Blue Wireless.

9.4. Customers will be given a maximum of five (5) business days to select an option in 9.3. If the Service is activated during installation and Blue Wireless is unable to achieve the Maximum Speed throughput at the installation location, customer has the following options:

  1. (a) Customer will accept the Service as it is (no change to charges)
  2. (b) Customer will request for Blue Wireless to downgrade the Service to a lower speed with the corresponding charge and accept the Service (not applicable for Usage based plans)
  3. (c) Customer will request Blue Wireless to recommend and quote technical enhancements (e.g. antennas) that will improve the throughput result (if applicable)
  4. (d) Customers will cancel the Service but is liable for any cost incurred on preparatory work completed by Blue Wireless.

9.5 If no option is selected by the end of the 5th business day, Blue Wireless will deem that Customer will proceed with option 9.3 (a).


10. Service Delivery Assurance

10.1. The Service Level Assurance (SLA) on standard lead-time (in Days) to deliver the Service differs across countries and are indicated in the Managed Internet Access Rate Card.

10.2. If Blue Wireless is unable to activate after the standard lead-time or requested Ready for Use (RFU) date, whichever is later, Customers can cancel the Order but will be liable for any cost incurred by Blue Wireless to complete preparatory work.

10.3. Subsequently, if Blue Wireless is still unable to install the Service thirty (30) days after the standard lead time Customer may cancel the Service without any charges.


11. Service Uptime Assurance

11.1. The Service Level Assurance (SLA) on Service Uptime differs across each country and are indicated in the Managed Internet Access Rate Card.

11.2. The Service Uptime is calculated as follows;

Graphic

Whereby, “T” is equal to the total number of minutes in a calendar month, and “SO” is equal to the total minutes of all complete outage on the Service in the month. Measurement of the service outages is based on timing in support incidents and excludes the following events:

  1. (a) The period in which a customer is causing delays in resolving a Support incident
  2. (b) Any Standard Maintenance
  3. (c) A failure of Customer’s or End Customer’s facility
  4. (d) Failing to provide Blue Wireless (or its Supplier) full access to a site or equipment or facilities Site as reasonably requested to troubleshoot
  5. (e) Service Outages and/or delays caused by any Force Majeure Event(s)
  6. (f) A failure arising from or relating to Customer’s non-compliance with the General Terms and Conditions.

11.3. If the Service experiences a Service Uptime below the value as indicated in Managed Internet Access Rate Card for three (3) consecutive months or if the individual service outage is longer than three (3) consecutive days, it is considered as a Chronic Outage.

11.4. Services which suffer from Chronic Outage can be terminated without any penalty to take effect at the start of the next billing cycle.


12. Mean Time to Restoration (MTTR)

12.1. Blue Wireless aims to meet a MTTR target of less than four (4) hours per month upon confirmation that the Service is completely unavailable by Blue Wireless support team.


13. Access Speed Assurance

13.1. The Maximum Access speed is controlled in the Service Equipment and might be lower than the maximum speed available on the MNO network.

13.2. Blue Wireless guarantees that the Service will have Access Speed performance of at minimum 50% of the contracted Maximum Access speed.

13.3. If measured Access Speed falls below this threshold for more than seventy-two (72) hours continuously, it is considered a Chronic Outage and Service can be terminated without any penalty to take effect at the start of the next billing cycle.

13.4. If Customer moves the router from the fixed installation location without approval from Blue Wireless, Access Speed will be on a best effort basis, 13.2 and 13.3 will no longer apply.


14. Support

14.1. Blue Wireless support desk for the Service will be available via phone and email twenty-four (24) hours a day, seven (7) days a week.

14.2. Blue Wireless will endeavor to provide all services with due care and skill and will try our utmost best to provide good working, fault-free services.

14.3. Blue Wireless systems will automatically detect when the Service becomes unavailable for at least fifteen (15) minutes, a support incident will be opened, and incident resolution will commence immediately.

14.4. Incidents are classified as and responded to as follows by Blue Wireless support desk:

Priority

Urgency and Impact Criteria

Response
Time

Subsequent Update

1

Out of Service

Service outage affecting more than one (1) link, site, or a critical link or site is down. Platform and/or critical functionality is unusable requiring immediate corrective action and technical escalation.

Within

15 Mins

Every

4 Hours

2

Degradation of Service

Service is degraded and does not significantly impair customer service. We may upgrade to Priority 1 if the performance has degraded to the point service is rendered unusable.

Within

30 Mins

Every

8 Hours

3

Informational Only

Non time critical request with zero or minimal impact to customer service. Includes remote support and information request like configuration changes, planned outages and reason for outage.

Within

3 Hours

Every

24 Hours

14.5. Blue Wireless will automatically escalate any incidents to the next subsequent level only if it is left unattended for more than the escalation interval timing as indicated below.

LevelEscalation Interval
1 to 23 hours
2 to 36 hours
3 to 424 hours

14.6. The escalation interval duration is cumulative (i.e 3+6+24 to reach level 4).

14.7. Please refer to the latest Escalation Matrix for full details on the support level escalation personnel.

14.8. Upon request, we can interface with the Customer’s designated helpdesk or service center for support incident reporting and resolution. The specific support procedures including numbers and email addresses are agreed upon in the service guide.


15. Service Equipment

15.1. The Service Equipment provided as part of the service is under warranty by Blue Wireless and there is no additional cost for on-site replacement if the hardware is faulty.

15.2. Unless otherwise stated, the standard Service Equipment replacement time is within the next business days or forty-eight (48) hours, whichever is earlier.

15.3. The Service Equipment will remain Blue Wireless’s property, and Customer shall not acquire any rights or title to it.

15.4. Customer must not, and must not allow any person to, remove, relocate, modify, damage, destroy or interfere with any Service Equipment or any settings or parameters on or forming part of the Service Equipment.

15.5. Customer shall keep the Service Equipment safe and report any damage, fault, loss or theft of the Service Equipment promptly to Blue Wireless.

15.6. Blue Wireless shall be entitled to enter customer’s premises to repair or recover any Service Equipment. Should Blue Wireless be unable to exercise this right due to an act or omission of customer, customer will become liable for the cost of the Service Equipment at its premises.

15.7. If in Blue Wireless’s reasonable opinion the Service Equipment recovered or replaced is in a condition materially inferior to that condition it was initially installed at customer’s premise, save for reasonable wear and tear, customer will be liable for the cost of this Service Equipment.


16. Service Relocation

16.1. Customer must request Blue Wireless’ approval to relocate their existing Service installed at a fixed address or specific vehicle/vessel to another address or vehicle/vessel.

16.2. Customer will be charged an OTC to relocate the Service.

16.3. If the service was installed at a fixed address, it can only be relocated within the same country to a different address, no cross-border relocation is allowed.

16.4. There are 4 types of relocation options.

Relocation TypeDescription
Parallel Blue Wireless will go on-site to install and provision service at the new address before terminating the service at the current address.
  • Customer must inform Blue Wireless when to terminate the service at the current address.
  • Customer will still pay for MRC at both the current and new address until the service at the current address has been terminated.

Hot Cut

Customer move & install
Customer will self-service move and install the service device from the current address to the new address.
  • Blue Wireless will only remotely test and handover the Service at the new address.
  • If Blue Wireless is unable to remotely test and handover the Service at the contracted speed, customer can request for us to go on-site to install, test and handover the service; or accept, downgrade, or cancel the Service in accordance with our Service Acceptance.

Hot Cut

Customer move & Blue Wireless install

Customer will self-service move the service device to the new address

- Blue Wireless will go on-site to install, test and handover the service at the new address
Hot Cut

Blue Wireless move & install

Blue Wireless will go on-site to uninstall the service at the current address and courier the service device to the new site

- Blue Wireless will go on-site to install, test and handover the service at the new address

16.5. Customer is not eligible for any waiver or adjustments on their MRC for any network outages or downtime during the relocation.

16.6. Any network outage or downtime during the relocation will not count towards the Service Uptime Assurance (SLA) calculation.

16.7. External equipment installed for the existing Service such as external antenna cannot be relocated, and Customer will be advised accordingly if new external equipment is required at the new site.


17. Requested Suspension and Reactivation

17.1. Customer may request to suspend and/or reactivate the Service by giving three (3) business days’ advance notice in writing to Blue Wireless, subjected to approval from Blue Wireless management.

17.2. Customers will still need to pay MRC at a revised rate during the duration of the suspension.

17.3. The Service contract term expiry date will be extended by the duration of the suspension.

17.4. This suspension will not constitute a breach by Blue Wireless of this Service Schedule, and we will not be liable to customer or any third party for any loss or damage occasioned by this suspension.

17.5. Upon request to reactivate the Service, reactivation will be effectuated no longer than five (5) business days.

17.6. The MRC will be reverted to the original rates and pro-rated accordingly from the reactivation date.


18. Equipment Return Policy

18.1. Customer must return the Service Equipment to Blue Wireless after terminating the Service or pay for the full retail price of the Service Equipment.

18.2. Customer will disconnect the Service Equipment from their power source and network to pack everything, including accompanying accessories like antenna and power cord, into a sealed box ready for courier collection.

18.3. Blue Wireless will arrange for a courier to pick up the packed Service Equipment at no additional cost.

18.4. Unless otherwise stated in the Order Form, Blue Wireless will not send any field engineer for on-site uninstallation and collection of the Service Equipment upon service termination.


19. IP Address Usage Policy

19.1. For any Public Internet Protocol Addresses supplied to customer by Blue Wireless for customer’s use of the Service, Blue Wireless conditionally grants customer a license to use the Internet Protocol Addresses.

19.2. The License is granted to customer on the conditions that it:

  1. (a) is exclusive to customer and hence cannot be transferred assigned or sub-licensed unless permission is granted;
  2. (b) complies with Clause 11: Customer’s Obligation in our General Terms and Condition; and
  3. (c) the Internet Protocol Addresses the License relates to, are used for the sole purpose of connecting customer’s Equipment to use the Service.

19.3. The License terminates immediately if:

  1. (a) customer breaches either of the license clauses above;
  2. (b) otherwise on termination of the Service or Agreement.

19.4. Upon Service Termination, Customer must also immediately cease using and remove any Internet Protocol Addresses supplied as part of the Service, from customer Equipment, which had been using the Service.

19.5. If at Termination the licensed Internet Protocol Addresses continue to be used by customer, without Blue Wireless’s agreement, Blue Wireless shall have the surviving right to continue to charge customer the Service Charge for these Addresses, plus a charge reflecting Blue Wireless’s reasonable costs incurred due to customer’s un-licensed use of Blue Wireless-supplied Internet Protocol Addresses.


20. Data Usage and Measurement

20.1. Data usage consumption, both upload and download, for auxiliary services such as Static IP VPN, network monitoring and troubleshooting will count towards the monthly data usage measurement.

20.2. Service Data Usage is strictly for enterprise applications and corporate use only, Blue Wireless reserve the rights to implement web content filtering policies to limit data usage on consumer entertainment, file sharing and social media applications (i.e. Netflix, Disney+, YouTube, Torrent, Tik-tok etc.).

20.3. Service Data Usage for our Primary Plan cannot be used continuously for round-the-clock camera surveillance and streaming services.

20.4. In the event of a data usage dispute, Customer will agree to take the data usage measurement recorded in Net Cloud Manager (NCM) for purpose of monthly data allowance calculation and usage invoicing.

20.5. Blue Wireless will be unable to accept any data usage measurement taken by Customer’s 3rd party network monitoring tool.