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Terms & Conditions

Service Specific Terms & Conditions (“SSTC”) – Maxis Business FibreVersion 26 April 2022 posted on 28 April 2022.

Version [31st April 2023]

Service Specific Terms & Conditions (“SSTC”) – Maxis Business Fibre

    1. The Service(s): Maxis Business Fibre will be ofered at download speeds of up to 30 Mbps, 100 Mbps, 300 Mbps, 500 Mbps, 800 Mbps and 1 Gbps . All new sign ups to these packages will be contracted for the Minimum Period of Service.
    2. You: Business Customer signing up for the Service(s).
    3. The use of the Service(s) is subject to the General Terms & Conditions (“GTC”), this Service Specific Terms & Conditions (“SSTC”), Summary Terms & Conditions (“STC”), Maxis Fair Usage Policy and any other applicable terms and conditions, all at www.maxis.com.my/tnc/business.
    4. Unless as specified otherwise, capitalised terms herein have the same meaning as defined in the GTC.
    5. Any conlict or inconsistency between this SSTC, the GTC and the STC, shall be construed in the following order of precedence: (a) SSTC; (b) GTC; and (c) STC.

  • Under this SSTC, these terms shall have the following meanings:

    1. “Maxis Equipment” means the router/ dongle/ WiFi Mesh/ Dect phone/ modem (comprising either the Optical Network Terminal (ONT)/ BTU) as the case may be) provided to you for the provision of the Service(s).
    2. “Maxis Maxpert” means Maxis certified and trained technical Personnel.
    3. “Minimum Period of Service” means the period of either twenty four (24) months or thirty six (36) months as stated in the Registration Form commencing from the Service Commencement Date.
    4. “Service Commencement Date” means the date on which Maxis notifies you that the Service(s) is ready for use and accepted by you.
    5. “Site(s)” means the premise(s) designated by you under “Installation Address”, including the building(s) where the premise(s) is located, under or through which Maxis Equipment is to be placed for the provisioning of the Service(s).

     

    1. Upon receiving your application for the Service(s), within seven (7) working days, Maxis will review your application and inform you of the status of your application.
    2. Upon acceptance of your application, within fifteen (15) working days, Maxis will install and activate the Service(s).
    3. You are to give Maxis five (5) days’ advance notice for any rescheduling or cancellation of appointed date and time of installation agreed initially between you and Maxis. Maxis reserves the right to charge you M200.00 for any late notification of the rescheduling or cancellation of the appointed installation date.
    4. The Service(s) is an internet connection service running on a best efort basis that is provided without any service level assurance. Fair Usage Policy shall apply.
    5. Maxis does not guarantee or warrant the availability of the Service(s) or continuous, uninterrupted or secure access to the internet.
    6. You shall be solely responsible for keeping an independent back-up of all data stored in the space allocated to you and for the data retrieved, stored or transmitted through the Service(s).
    7. If there is an existing Broadband Termination Unit (“BTU”) installed at the Site(s), then the Service(s) will be installed and configured to the existing BTU for fibre infrastruc- ture only.
    8. The Residential Gateway Modem (“RGW”) that has been provided to you can only support up to 10,000 open sessions and is not available to replace the dedicated internet access line.
    9. On the day of installation, Maxis Maxpert will be there to assist and provide advice on how to configure the setup for the Service(s).
    10. Maxis will only install axis Equipment inside your Site(s) only. The installation will not include non-standard installation charges including but not limited to external cables from the entrance up to the internal wiring inside your Site(s), wiring above ceiling, underground and concealed wiring including cabling from building telecommunication room to your Site(s) (“Additional Services”). You may appoint your own contractor or deal directly with the appointed contractor/installer.
    1. All value added services ofered with the Service(s) will be available to you as long as you subscribe to the Service(s).
    2. You are allowed to upgrade to a higher download speeds than the current download speeds that you subscribed during the Minimum Period of Service provided that the infrastructure is available at your Site(s).
    3. You are not allowed to downgrade during the minimum contract subscription period. If you downgrade the Service(s) before the expiry of the Minimum Period of Service, you are to pay Maxis the monthly recurring charges for the whole months remaining for the subscription.
    4. If the Minimum Period of Service has expired, you may downgrade or upgrade your plan at any time and there are no fees charged for any downgrade or upgrade of plans. However, Maxis reserves the right to require you to pay a one-time fee, if you are discovered to be abusing the downgrade or upgrade process.
    1. The applicable Charges and rate table guide for the Service(s) is as set out on our oficial website at https://www.business.maxis.com.my/en/terms-conditions/business/plans/fibre/. Charges displayed do not include applicable Service Tax.
    2. The charges for the Additional Services shall be borne by you and payment will be made directly to the contractor/ installer by you.

    1. The Service(s) with Wireless Backup (LTE/3G) (“Wireless Backup”)

      1. The Wireless Backup is valid for the subscription of the Service(s) and it is to be used on Maxis Equipment only.
      2. While waiting for the Service(s) to be restored, you will be automatically connected to temporary internet through the RGW via Wireless Backup. However, for Maxis Business Fibre Fixed IP package, the existing Fixed IP address will not be applicable via Wireless Backup until Service(s) is fully restored.
      3. Other services such as Virtual Private Network and other value added services will not be working whenever the Service(s) is down. The Wireless Backup is meant to provide a normal internet browsing experience and usage of a minimum of one (1) BVC line in which the quality of the line is on a best efort basis that is provided without any service level assurance.
      4. You are strictly not allowed to remove Maxis Equipment (including any SIM) from the RGW without Maxis’ written permission. In the event that Maxis Equipment (including any SIM) is lost, broken or removed or Maxis detects that Maxis Equipment (including any SIM) (a) is not being used at the Site(s) and/or (b) being used for any purposes other than the Wireless Backup, you will be charged accordingly for the replacement and delivery of Maxis Equipment as well as any additional usage charges, where applicable. The charges will appear in the next monthly bill.
      5. If you fail to comply with Clause 6.1.4 above and the Service(s) is interrupted or disrupted, Maxis shall not be liable for any loss, damage, liability or expenses sufered by you.
      6. The Service(s) with Wireless Backup is ofered as a bundle package. Suspension or barring or termination of the Service(s) will also cause Wireless Backup to be suspended or barred or terminated at the same time.

    2. The Service(s) with Maxis Business Voice Connect (“BVC”)

      1. The BVC unlimited talk time applies to domestic mobile/ fixed on-net & of-net usage for BVC calls (excluding video calls, calls to special numbers, and calls to 1-300/1-800/1-600/ 121 numbers & IDD calls) if you subscribe to the Service(s).
      2. The BVC unlimited talk time is for basic voice calls between person-to-person. It is meant for you to talk to another person. It is not meant for multiple simultaneous calling, re-supply, call centre usage, telemarketing, application-to-person communication, continuously call forwarding, auto-dialing, machine-to-machine communication or any other activity that Maxis considers to be non-standard usage.
      3. For any subscription of more than one (1) BVC lines:
        1. the unlimited talk time will cease;
        2. free minutes for domestic mobile/ fixed on-net and shareable of-net usage for calls will be ofered on any lines subscribed (excluding video calls, calls to special numbers, and calls to 1-300/1-800/1-600/121 numbers & IDD calls); and
        3. Call rate shall revert to normal rate once you have no more allocated shareable of-net minutes.
      4. The Services with download speeds of 100Mbps, 300Mbps, 500Mbps, 800Mbps and 1Gbps come with one (1) free BVC line with an unlimited talk time of which no addition- al features is allowed to be added to this free BVC line (e.g Pilot Hunting). In the event you subscribe for additional BVC line, the unlimited talk time for the additional BVC line will cease and free on-net and shareable minutes for of-net calls will be ofered on any additional BVC lines.
      5. Maxis Equipment deployed at your Site(s) is to be located on the same loor in the same building. In the event you require Maxis Equipment to be deployed in separate locations, you will have to bear extra charges for additional cabling required to do so.
      6. In the event you require to use a credit card terminal/ analogue phone/ Digital Enhanced Cordless Telecommunication Phone (“DECT”)/ fax machine (“Analogue Devices”), you may connect it to the Analogue Terminal Adapter (“ATA”) which has to be connected to your network switch. You are not allowed to use a splitter for any of the Analogue Devices.
      7. You may subscribe up to sixty (60) BVC lines. However, the unlimited talk time is only applicable if you only subscribed to one (1) BVC line.
      8. The minimum period of subscription for the BVC is twenty four (24) months unless otherwise agreed between you and Maxis. After the twenty four (24) months period, the BVC shall continue on a monthly basis until terminated in accordance with this SSTC.
      9. The Service(s) with BVC is ofered as a bundle package. Suspension or barring or termination of the Service(s) will also cause BVC to be suspended or barred or terminated at the same time.
      10. If you downgrade or terminate the subscription for the BVC before the expiry of the twenty four (24) months period, you are to pay Maxis the monthly recurring charges for the whole months remaining for the subscription or early termination charges of the line rental.
      11. Suspension or barring or termination of the BVC will not afect the Service(s).
      12. You must subscribe to BVC lines to be eligible to subscribe to BVC App. Each BVC line is allowed to subscribe to one (1) BVC App.
      13. In order to register, login and use the BVC App, you must be a Maxis postpaid mobile subscriber, failing which you will not be able to make outgoing calls or receive incoming calls using the BVC App.
      14. For subscription of the BVC lines and BVC App, the SSTC for BVC shall apply.

    3. The Service(s) with Managed WiFi (“Managed WiFi”)

      1. The Managed WiFi will come with 1 access point.
      2. The Managed WiFi will be installed within five (5) working days after the Service(s) is activated. The installation of the Maxis Equipment for the Managed WiFi will include 90m cabling with no drilling.
      3. Maxis will assist to create the single click landing page with 1 logo at no cost to you. Maxis will charge you for any subsequent changes to the landing page.
      4. The Maxis Equipment for the Managed WiFi will be enrolled into the advanced hardware replacement program as long as you are within the Minimum Period of Service.
      5. The minimum period of subscription for the Managed WiFi is twenty four (24) months unless otherwise agreed between you and Maxis. After the twenty four (24) months period, the Managed WiFi shall continue on a monthly basis until terminated in accordance with this SSTC.
      6. The Managed WiFi is ofered as a bundle package. Suspension or barring or termination of the Service(s) will also cause the Managed WiFi to be suspended or barred or terminated at the same time.
      7. If you terminate the subscription for the Managed WiFi before the expiry of the Minimum Period of Service, you are to pay Maxis the monthly recurring charges for the whole months remaining of the Minimum Period of Service.
      8. Suspension or barring or termination of the Managed WiFi will not afect the Service(s).

    4. The Service(s) with WiFi Mesh (“WiFi Mesh”)

      1. For Service(s) with speeds of up to:
        1. 30Mbps and 100Mbps, you have the option to add on one (1) unit of WiFi Mesh (“Add-on WiFi Mesh”) at a charge as set out in the Registration Form.
        2. 300Mbps, 500Mbps, 800Mbps and 1Gbps, free WiFi Mesh will be provided to you as part of your plan with no extra charge.
      2. The minimum period of subscription for the Add-on WiFi Mesh is twenty four (24) months unless otherwise agreed between you and Maxis. After the twenty four (24) months period, the Add-on WiFi Mesh shall continue on a monthly basis until terminated in accordance with this SSTC.
      3. You are free to purchase your own WiFi Mesh and other equipment for using the Service(s), but we shall not in any way warrant the quality of the Service(s) from the WiFi Mesh and other equipment of your choice.
      4. WiFi Mesh is ofered as a bundle package. Suspension or barring or termination of the Service(s) will also cause the Add-on WiFi Mesh to be suspended or barred or terminated at the same time and you are to pay Maxis the monthly recurring charges for the whole months remaining for the subscription.
      5. If you terminate the subscription for the Add-on WiFi Mesh before the expiry of the twenty four (24) months period, you are to pay Maxis the monthly recurring charges for the whole months remaining for the subscription.
      6. Suspension or barring or termination of the Add-on WiFi Mesh will not afect the Service(s).

    5. The Service(s) with Cloud Storage & Email (“Cloud Storage”)

      1. Cloud Storage of up to 1TB (comprising photographs, videos or documents) and 50GB of emails will be provided to you at a charge as set out in the Registration Form.
      2. The minimum period of subscription for the Cloud Storage & Email is twenty four (24) months unless otherwise agreed between you and Maxis. After the twenty four (24) months period, Cloud Storage & Email shall continue on a monthly basis until terminated in accordance with this SSTC.
      3. If you terminate the subscription for the Cloud Storage & Email before the expiry of the twenty four (24) months period, you are to pay Maxis the monthly recurring charges for the whole months remaining for the subscription.
      4. Suspension or termination of the Cloud Storage & Email will not afect the Service(s). The Cloud Storage & Email shall continue even if you suspend or terminate the Service(s).
      5. In addition to these ofer terms and conditions, you are subject to the other applicable terms and conditions, as set out on Microsoft Ofice365 Business Essential’s website at https://www.microsoft.com/en-us/legal/intellectualproperty/copyright/default.aspx.
    1. The Managed UC is subject to a minimum period of service of thirty six (36) months from the activation date of each subscription. After the thirty six (36) months period, the Managed UC shall be automatically renewed on a monthly basis on the same terms and conditions unless terminated by either party by giving a thirty (30) days advance written notice. If you terminate the subscription for the Managed UC before the expiry of the thirty six months (36) period, early termination charges will apply.
    2. You will not be allowed to suspend the Managed UC at any time throughout the Managed UC contract period.
    3. For subscription of the Managed UC, the SSTC for Managed UC (Microsoft Teams) shall apply.
    4. Managed UC is ofered as a bundle package. Suspension or barring or termination of the Service(s) will also cause the Managed UC to be suspended or barred or terminat- ed at the same time and you are to pay Maxis the monthly recurring charges for the whole months remaining for the subscription.
    5. If you terminate the subscription for the Managed UC before the expiry of the thirty six (36) months period, you are to pay Maxis the monthly recurring charges for the whole months remaining for the subscription.
    1. You are responsible, at all times, for the safety of Maxis Equipment in your Site(s). Upon termination of the Service(s), Our Equipment must be returned in good working condition, failing which you may be charged for any loss or damage.
    2. Maxis Equipment provided to you remains Maxis’ property. Upon termination of the Service(s), you must return to us Maxis Equipment with good working condition. If you do not return Maxis Equipment or if you return Maxis Equipment but it is not in good working condition, you will be charged a fee of M500 or such other charge as may be notified to you by Maxis from time to time. This charge does not include applicable taxes.
    3. Maxis Equipment provided on installation has a warranty that is relective of your specific contract with Maxis.
    4. We are only responsible to configure and maintain Maxis Equipment at all times.
    1. Subject to the terms of the Agreement, the Service(s) will be provided during the Minimum Period of Service. After the expiry of the Minimum Period of Service, Service(s) shall continue on a monthly basis until terminated in accordance with this SSTC.
    2. Maxis may terminate this Agreement and/or the Service(s) for convenience by giving you thirty (30) days advance written notice.
    3. If you relocate the Service(s) during the Minimum Period of Service, you are not liable to pay for the remainder of the monthly recurring charges for the Minimum Period of Service, provided you terminate this Agreement and enter into a new Agreement with Maxis for the Service(s) at the new location for the Service(s).The new Agreement between you and Maxis will be for twenty four (24) months or thirty six (36) months period based on the prevailing Charges and further terms and conditions imposed by Maxis.
    4. If you relocate the Service(s) to a non-Service(s) coverage area, this Agreement will be terminated and you are to pay Maxis the monthly recurring charges for the whole months remaining for the Minimum Period of Service.
    5. This Agreement shall automatically continue for an extended term as the existing Minimum Period of Service at the prevailing charges and rates imposed by Maxis and on the terms and conditions contained herein (unless otherwise notified by Maxis) unless you give Maxis thirty (30) days advance written notice of your intention to terminate this Agreement before expiry of the Minimum Period of Service.
    6. If you terminate the Agreement before the expiry of the Minimum Period of Service, you are to pay Maxis the monthly recurring charges for the whole months remaining for the Minimum Period of Service.
    7. Upon termination of the Service(s), you must return to us the Maxis Equipment in good working condition. If you do not return the Maxis Equipment or if you return the Maxis Equipment but it is not in good working condition, you will be charged a fee of M200 or such other charge as may be notified to you by Maxis from time to time. This charge does not include applicable taxes.
    8. If you terminate, relocate, upgrade or downgrade the Service(s), you must provide us thirty (30) days advance written notice. You acknowledge and agree that the termina- tion, relocation, upgrade and/or downgrade of the Service(s) shall take efect within thirty (30) days from the date of our receipt of such notice of your intention to terminate, relocate, upgrade or downgrade the Services together with all the necessary documentation which Maxis may deem as complete and in order.
    1. You warrant that: (a) you have the power to enter into and observe its obligations under this Agreement, (b) you are the owner of specifications, designs and/or the materials supplied to Maxis to enable Maxis to provide the Service(s) and (c) you have not relied on any representations made by Maxis or upon any descriptions or illustrations or specifications contained in any document including any catalogues or publicity materials supplied by Maxis.
    2. Warranty applies to the Maxis Equipment which cover manufacturing defects within twenty four (24) months from the Service Commencement Date. You agree that repairs, defects, and/or faults shall be subject to the applicable warranty issued by Maxis.
    3. The warranty does not cover:
      1. damage, lost, stolen or defects caused by any act, omission, misuse, negligence including usage of the Maxis Equipment contrary to instructions provided by Maxis or the manufacturer (as set out in the Maxis Equipment’s user guide)
      2. serial number/IMEI removed or defaced;
      3. products that have been subject to an unauthorized removal or deactivation of the network operator-lock function; and/or
      4. other acts beyond our reasonable control.