Service Charter

The Service Charter is the document that sets out the fundamental rights of our Customers and the principles that underpin how Vianova supplies its services. The Service Charter complements the General Supply Terms and Conditions, which govern the contractual relationship with the Customer.

Principles

Information

In addition to the products and services offered, Vianova guarantees its Customers clear, complete, and prompt information. Furthermore, Customers can check their usage levels at no additional charge online by viewing the details of calls made, text messages sent, and data traffic used.

Involvement

Customers, either individually or through larger trade associations, can exercise their right to be involved in the process by sending documents and making comments and suggestions; these will be taken into consideration to improve the quality of the services offered. Vianova undertakes to reply within a maximum of 30 days.

Equality and impartiality

Vianova provides its services in accordance with the principle of the equal rights of its Customers, following criteria of objectivity, impartiality, and fairness in the drafting and preparation of contracts. Vianova guarantees equal treatment between different geographical areas and categories or groups of customers, offering the same conditions for the service provided. With regard to different categories or groups of Customers, Vianova undertakes to promote all forms of differentiated use aimed at bringing about conditions of equal access and equality and the use of telecommunications services by the disabled and the elderly, in addition to supporting the elimination of communication barriers.

Efficiency and effectiveness

Vianova’s business is based on the criteria of service efficiency and effectiveness, and the company adopts the most practical technological, organizational, and procedural solutions to ensure an advanced and high-quality service.

Continuity

Vianova provides its services continuously, consistently, and without interruptions. If the service is not functioning as normal or is interrupted, Vianova takes the necessary measures to minimize the duration of the faults and the inconvenience to Customers.

Right to choose

In compliance with current legislation, Vianova respects the Customer’s right to choose between different service providers and ensures that they have the right to withdraw from the contract at any time by simply sending a registered letter with return receipt, certified email, or fax to Vianova.

Confidentiality

Vianova undertakes to observe the current regulatory provisions regarding the safeguarding and confidentiality of the Customer’s data, and guarantees that each Customer can exercise the right to access the information concerning him or her held by Vianova, as well as the data subject’s data processing rights in accordance with Legislative Decree no. 196 of June 30, 2003 and Regulation (EU) 2016/679.

Quality

Vianova has a certified Quality Management System for the services it offers in line with the ISO 9001:2015 standard, with the following scope of certification: ‘Design and provision of fixed telephone services, value-added services, and Internet services. Marketing, installation, and support for telephone systems and data networks’.

Information security

Vianova has a certified Information Security Management System for the services it offers in line with the ISO 27001:2013 standard, with the following scope of certification: ‘Creation, provision, maintenance, and continuity management of integrated services, voice, data, Internet access, and colocation services’.

Quality Standards

In its Service Charter, Vianova sets out a series of quality parameters that it undertakes to meet and maintain during the current year, allowing Customers to verify that these parameters have actually been implemented.

The Quality Standards set out in the Service Charter are divided into General Standards and Specific Standards. The General Standards refer to the services as a whole, while the Specific Standards pertain to each of the individual services provided to the Customer, who can directly verify compliance with them.

Complaints

If Vianova fails to comply with the Specific Standards for reasons attributable to Vianova, the Customer is entitled to request compensation and obliges Vianova to pay said compensation as indicated below.

In order to be compensated, the Customer must send to Vianova, within 30 days of the failure to comply with the Specific Standard, a registered letter with return receipt, certified email, email, or fax containing the compensation request and the corresponding justification.

Judicial Protection

Vianova ensures that Customers are fully informed about:

  • this document and its amendments
  • modifications to the technical specifications of the services, the updating of tariffs, and changes to the General Terms and Conditions for the supply of services. If the changes involve an objective improvement to the technical and economic conditions of the services, the improved conditions will automatically be applied to the Customer. However, if these changes involve an increase in the price of the services or an increase in other charges to be borne by the Customer, they will become effective only after a period of 30 days following receipt of the written notification by the Customer. Within this period, the Customer may withdraw from the contract with Vianova with immediate effect by notifying the company via registered letter with return receipt or certified email.
  • the availability of invoices relating to the previous month’s telephone traffic by the 10th (tenth) working day of each month, through a private Customer Area on its website. From this date, certified true copies of invoices can be downloaded and registered for accounting purposes. The invoice is available at least 15 days before payment is due

The contact details for Customer communication are:

  • Customer Service: toll-free number 145
  • registered letter with return receipt: Vianova spa, Via Montramito 431 – 55054 Massarosa (LU)
  • certified email: info@pec.vianova.it
  • email: info@vianova.it
  • fax: 05844244201

Final notes

This Service Charter has been drafted in accordance with the resolutions of the Italian Communications Authority (AGCOM):

  • Resolution No. 179/03/CSP “Approval of the general directive on quality and telecommunications service charters pursuant to Article 1, paragraph 6, letter b), number 2, of Law 31 July 1997, No. 249”;
  • Resolution No. 23/23/CONS “Provisions on quality and service charters for mobile and personal communications”;
  • Resolution No. 156/23/CONS “Provisions on quality and service charters for publicly accessible electronic communications from fixed locations.”

Fixed network services

General Standards and objectives for 2024

Complaints about Charges

Definition 

This indicator, defined by Annex 2 of Resolution No. 156/23/CONS, measures the percentage of invoices for which the Customer has submitted a complaint (in written or traceable form recognized by the operator) as indicated in the Service Charter, relative to the total number of invoices issued during the same period.

Measurement 

The ratio between the number of complaints received during the specified period and the total number of invoices issued during the same period.

Annual Objective 

A complaint rate of less than 0.5%.

Billing Accuracy 

Definition 

This indicator, as defined by Annex 3 of Resolution No. 156/23/CONS, measures the percentage of invoices subject to complaints that are found to be valid and result in a credit issued to the Customer through another invoice adjustment or a credit note, relative to the total number of invoices issued during the same period.

Measurement

The ratio between the number of invoices subject to complaints recognized as valid, leading to a credit (through another invoice adjustment or a credit note issued during the specified period), and the total number of invoices issued during the same period.

Annual Objective 

An error rate of less than 0.4%

Service Activation Time 

Definition

As defined by Annex 4 of Resolution No. 156/23/CONS, this indicator measures the time, in calendar days, between the day a valid order is received (as stipulated by the contract) and the day all requested services are available for use by the requesting party.

A service is considered available when it is operational, including any equipment installed by the Operator at the Customer’s premises.

Exceptions to delays that do not depend on the Operator’s control include:

  1. Customer absence or inaccessibility of premises at the agreed appointment time
  1. Requests for postponement by the Customer or another access operator providing infrastructure
  1. .Required authorizations from public administrations or third parties.

Measurement

  1. Average supply time for completed orders
  1. 95th percentile of supply time for completed orders
  1. 99th percentile of supply time for completed orders 
  1. Percentage of valid orders completed by the agreed-upon date
  1. Percentage of valid orders completed within the maximum contractual time frame.

Semi-Annual and Annual Objectives

  1. 25 calendar days
  1. 95% of cases completed within 50 calendar days
  1. 99% of cases completed within 86 calendar days
  1. 99% of cases completed within 86 calendar days  
  1. 95%

Malfunction Rate  

Definition 

This indicator, outlined in Annex 5 of Resolution No. 156/23/CONS, represents the ratio between the number of user-reported malfunctions during the observation period and the average number of active access lines recorded monthly during the same period.

Malfunctions are those identified by the access operator as pertaining to its network, related to network or equipment failures installed at the Customer’s premises.

Multiple reports for the same malfunction affecting several access lines should be counted as a single report.

Measurement

The malfunction rate is the ratio between the number of reports of malfunctions related to voice and/or Internet access service disruptions and the average number of access lines.

Semi-Annual and Annual Objectives

A malfunction rate below 12%.

Malfunction Repair Time

Definition 

It is defined by Annex 6 of Resolution No. 156/23/CONS as the time elapsed between the Customer’s report of an actual malfunction and its resolution.

Actual malfunctions are those confirmed by the Operator as being related to the network within its responsibility and are due to network failures or termination equipment failures, even if located at the Customer’s premises.

A malfunction report involving multiple access lines associated with the same number should be treated as a single report. If multiple reports are received for the same malfunction, they should be counted as a single report.

The only exceptions to repair times exceeding the maximum contractual limit are cases where the repair requires an on-site visit, and the delay is beyond the Operator’s control, such as:

  1. Customer absence or inaccessibility of the premises at the agreed appointment time. 
  1. Postponement requested by the Customer.

Only data for services that include a standard repair time (provided through standard contracts) are included in the measurement. Data for services provided under specific agreements with different repair times (faster or slower than those in standard contracts) are excluded from the measurement.

Measurement 

  1. Average time to repair malfunctions
  1. 80th percentile of repair time for malfunctions
  1. 95th percentile of repair time for malfunctions
  1. Percentage of malfunctions repaired within the maximum contractual repair time.

Semi-Annual and Annual Objectives

  1. 13 calendar hours 
  1. 80% of malfunctions repaired within 24 calendar hours 
  1. 95% of malfunctions repaired within 72 calendar hours
  1. 95.1% 

Call Failure Probability 

Definition 

As defined in Annex 7 of Resolution 156/23/CONS, this indicator measures the ratio between the number of failed call attempts and the total number of call attempts (within 30 seconds after selection) to a valid number during the specified period. 

Measurement 

A failed call is an attempt to dial a valid number, correctly selected after the invitation tone, where the caller does not receive, within 30 seconds of the network receiving the dialing information, any of the following:

  • A busy tone
  • A ringing tone
  • A response signal

This measurement refers to the percentage of failed calls (also known as “dropped calls”) out of the total national call attempts.

Semi-Annual and Annual Objective

1%  

Call Setup Time 

Definition 

As defined in Annex 8 of Resolution 156/23/CONS, this measures the time interval, in seconds, between the network receiving complete addressing information and the caller receiving a busy, free, or answer tone.

Measurement

  1. Average call setup time for national calls
  1. 95th percentile of call setup time for national calls.

Semi-Annual and Annual Objectives: 

  1. 8 seconds 
  1. 7,5 seconds 

Specific Standards

Activation Time for Vianova Services

Vianova commits to activating its services within 60 (sixty) calendar days from the receipt of the signed contract from the Customer, subject to availability and in line with the timeframe for providing the access line by the supplier.

For dedicated access services, the activation time is 120 (one hundred and twenty) days, unless otherwise agreed upon, subject to service availability and taking into account any necessary permits, authorizations, works required from the Customer, and related execution times.

Maximum Time for Repairing Malfunctions

Vianova commits to resolving any functional irregularities in voice and Internet services, within its area of responsibility, within 3 (three) business days, except in cases of particularly complex faults or in situations of force majeure, such as natural disasters, earthquakes, floods, explosions, insurrections, third-party interventions, or tampering with equipment, or any other uncontrollable or unforeseeable event. In such cases, Vianova will take all possible steps to restore the service, communicating the repair timelines to the Customer. For planned maintenance where a service interruption is necessary, affected Customers will be informed at least 24 (twenty-four) hours in advance through direct communication or other means of information. In all cases, Vianova will take action to resolve issues, minimizing the inconvenience for Customers.

If Vianova fails to meet the above timelines, the Customer is entitled to the compensation described in the subsequent sections.

Maximum Response Time for Billing Complaints

Requests for refunds and billing-related complaints must be sent to Vianova via registered letter with return receipt (A.R.), PEC, email, or fax within 30 (thirty) calendar days from the invoice issue date, excluding cases where the invoice was delayed by Vianova.

Vianova commits to responding to the Customer within 30 (thirty) calendar days from when the complaint was received, suspending any applicable late fees during this period. In cases of particularly complex complaints, Vianova will inform the Customer of the necessary response time within this timeframe.

If the complaint concerns specific charges or services, Vianova will not suspend the disputed service until the complaint is formally closed.

If Vianova fails to meet these timelines, the Customer is entitled to the compensation described in the following section.

Refund Time for Billing Complaints

If a refund is owed, it will be processed within 30 (thirty) days of completing the necessary checks and no later than 60 (sixty) days from the complaint submission date. The owed amounts will be credited on the next invoice following the completion of the checks or directly refunded to the Customer. If the deadlines are not met, the compensation described in the next section will apply.

Maximum Response Time for Customer Complaints

Non-billing-related complaints must be sent to Vianova by registered letter with return receipt (A.R.), via PEC, via fax, or by calling the free number 145. The outcome of the complaint will be communicated to the Customer within 45 (forty-five) calendar days from the date the complaint was received. In case of rejection, Vianova will provide a written response with appropriate justification. If the deadlines are not met, the compensation described in the next section will apply.

Vianova guarantees its Customers the traceability or referenceability of notifications and complaints.

Compensations

Vianova commits contractually to complying with the general and specific standards mentioned above, as well as the minimum quality standards for Internet access services (“minimum download and upload speeds,” “maximum connection delay,” “maximum packet loss rate,” “maximum download and upload speeds,” and “normally available download and upload speeds”), as outlined in Annex 1 of Resolution 156/23/CONS, published on this page.

In case of non-compliance with contractual standards measured by the Customer through the AGCOM (Ne.Me.Sys) measurement software, and if this non-compliance is due to technical issues attributable to the Vianova network, the Customer can submit a detailed complaint according to the procedures and deadlines specified in the Service Charter.

If, after 30 (thirty) days from submitting the complaint, the Customer remains unsatisfied with the line’s performance, they may carry out a second check with Ne.Me.Sys. If the results of the second certification still do not align with the values specified in the Contract, the Customer may alternatively, under the provisions of Article 10, paragraph 5, of Resolution 156/23/CONS:

  1. in case of non-compliance with the “minimum download and upload speeds,” the “maximum connection delay,” or the “maximum packet loss rate,” the Customer may terminate the Contract at no cost by sending a communication to Vianova via PEC;
  2. in case of non-compliance with the “minimum, maximum, and normally available download and upload speeds,” the “maximum connection delay,” or the “maximum packet loss rate,” the Customer may request the compensations contractually provided.

As outlined in Resolution 156/23/CONS, Article 10, paragraph 5, regarding “minimum download and upload speeds,” the “maximum connection delay,” and the “maximum packet loss rate,” the compensation request should be considered an alternative to the right to terminate without costs.

The second measurement must be carried out within 90 (ninety) days of sending the first complaint.

Compensation for Failure to Meet Specific Standards

In case of failure, attributable to Vianova, to meet the SLAs for activating Vianova services, the Customer may request compensation of €5 for each day of delay, up to a maximum of 15 (fifteen) days.

In case of failure to meet the deadlines for repairing blocking faults (service interruptions) related to the Voice service provided in direct access and Data, Vianova will provide compensation according to the following percentages of the recurring monthly charges (fees) specified in the relevant offer:

  • 10% of the fee for delays of 1 to 2 days
  • 30% of the fee for delays of 3 to 5 days
  • 50% of the fee for delays of 6 to 10 days
  • 100% of the fee for delays of 11 to 15 days
  • 100% of the fee plus a daily rate for each day of delay beyond 15 days

In the event of failure to meet the requirements for refunds following complaints from Customers, Vianova will apply statutory interest for each day of delay in processing the refund.

In case of failure to meet the response times for Customer complaints, including those related to billing, Vianova will provide €2.50 for each day of delay, up to a maximum of €300.00.

Key points to note:

  • the amounts indicated are VAT exclusive;
  • compensation is calculated for every day of the year, including Saturdays, Sundays, and holidays;
  • Vianova will credit the compensation to the Customer’s next invoice or pay it directly;
  • Vianova applies the compensation provisions set by Resolution 347/18/CONS, which governs compensations in disputes between users and electronic communication operators, according to the most favorable terms for the Customer.

Right of Withdrawal

In the event of a significant, continuous, or frequently recurring discrepancy between the actual performance of the “minimum Internet connection speeds for download and upload,” the “maximum data transmission delay,” or the “maximum packet loss rate” and the performance levels specified in Attachment 1 of Deliberation 156/23/CONS, as published on this page, the Customer has the right to withdraw from the contract without incurring any costs. This is in addition to the right to claim compensation for any service disruptions experienced.

Connection Usage

Anomalous Traffic

If Vianova detects the presence of anomalous traffic based on its internal procedures (evaluating the caller’s consumption and profile), it reserves the right to suspend the service after notifying the Customer.

Improper Use

In the event of a complaint or fraud concerning improper use of the network connection by third parties, Vianova will suspend payments related to the traffic reported as fraudulent until the dispute is resolved. The Customer must submit a copy of the complaint filed with the competent authorities.

If fraud is confirmed, Vianova will refund payments that were not attributable to the Customer.

Removal of Selective Call Blocking

As required by resolution 600/09/CONS, Vianova automatically blocks calls to premium-rate numbers and international numbers exceeding €1.50/min. It also offers, free of charge, the option to remove selective call blocking at the Customer’s request, in compliance with current regulatory provisions.

Mobile Network Services

General Standards and Objectives for 2024

Pursuant to Resolution 23/23/CONS, the General Standards for the calendar year of reference will be measured.

Complaints on Charges

Definition

For post-paid services, the percentage of invoices for which the user has submitted a complaint compared to the number of invoices issued in the same period.
For pre-paid services, the ratio between the number of complaints related to charges received and the average number of active SIM cards during the period under consideration.

Measurement

For post-paid services, this indicator measures the ratio between the number of complaints received during the reference period and the number of invoices issued in the same period.
For pre-paid services, it measures the ratio between the number of complaints about charges received during the reference period and the average number of active SIM cards in the same period.

Annual Objective

Less than 1%.

Billing Accuracy

Definition

This indicator measures the percentage of invoices related to voice services that are contested and found to be valid, resulting in a credit to the customer through a credit note, compared to the total number of invoices issued in the same period.

Measurement

The ratio of the number of invoices (regardless of their issue date) contested and found valid, which results in a credit to the customer through another corrected invoice or a credit note issued during the period under consideration, to the total number of invoices issued in the same period.

Annual Target

Less than 1%.

Voice Service Activation Time

Definition

This indicator measures the time, in hours, between when the operator logs a valid order and when the service is actually available for use by the customer requesting the service.

Measurement

  • 95th percentile of activation time;
  • Percentage of valid orders completed within the contractually stipulated maximum time frame.

Semiannual and Annual Targets

  • 1 hour;
  • 95%.

Voice Service Activation Time

Definition

This indicator measures the probability that:

  • In a condition where the display indicates the presence of coverage, a request to establish a channel for voice traffic is satisfied by the GSM network.
  • In a condition where the display indicates the presence of coverage, a request to establish a channel for voice traffic is satisfied by the UMTS network.
  • In a condition where the display indicates the presence of coverage, a request to establish a channel for voice traffic is satisfied by the LTE network.
  • In a condition where the display indicates the presence of coverage, a request to establish a channel for voice traffic is satisfied by the 5G NR network.
  • In a condition where the display indicates the presence of coverage, a request to establish a channel for voice traffic is satisfied by the combined GSM-UMTS-LTE-5G NR network.

Measurement

Percentage

  • Of requests to establish a voice connection, originated or terminated on the operator’s GSM network, that were successful.
  • Of requests to establish a channel for voice traffic, originated or terminated on the operator’s UMTS network, that were successful compared to the total number of requests.
  • Of requests to establish a channel for voice traffic, originated or terminated on the operator’s LTE network, that were successful compared to the total number of requests.
  • Of requests to establish a channel for voice traffic, originated or terminated on the operator’s 5G NR network, that were successful compared to the total number of requests.
  • Measured across all GSM, UMTS, LTE, and 5G NR cells, the percentage of requests to establish a connection for voice traffic that were successful compared to the total number of requests.

Semi-annual and Annual Goals

  • 98%
  • N.A.
  • 98%
  • N.A.
  • 98%

Probability of Maintaining the Voice Connection

Definition

This indicator measures the percentage of voice connections successfully concluded:

  • By the GSM network, following an explicit request by one of the two terminals, compared to the total number of successfully established calls.
  • By the UMTS network, following an explicit request by one of the two parties, compared to the total number of successfully established calls.
  • By the LTE network, following an explicit request by one of the two parties, compared to the total number of successfully established calls.
  • By the 5G-NR network, following an explicit request by one of the two parties, compared to the total number of successfully established calls.
  • Across the network, following an explicit request by one of the two terminals, compared to the total number of successfully established calls (Combined GSM-UMTS-LTE-5G-NR indicator).

Measurement

Percentage

  • of voice connections successfully established on the GSM network, recorded on its own network, and terminated after call establishment upon explicit request by one of the two users (i.e., terminals) involved in the conversation, compared to the total number of successfully established calls on the network.
  • of voice connections successfully established on the UMTS network and terminated upon explicit request by one of the two users (i.e., terminals) involved in the conversation, compared to the total number of successfully established calls on the network.
  • of voice connections successfully established on the LTE network and terminated upon explicit request by one of the two users (i.e., terminals) involved in the conversation, compared to the total number of successfully established calls on the network.
  • of voice connections successfully established on the 5G-NR network and terminated upon explicit request by one of the two users (i.e., terminals) involved in the conversation, compared to the total number of successfully established calls on the network.
  • Measured across all GSM, UMTS, LTE, and 5GNR cells, of voice connections successfully established and terminated upon explicit request by one of the two users (i.e., terminals) involved in the conversation, compared to the total number of successfully established calls.

Goals:

  • 98%
  • N.A.
  • 98%
  • N.A.
  • 98%

Specific Standards

SIM Activation Time

Vianova commits to activating the SIM within 5 (five) working days from the activation request or MNP (Mobile Number Portability).

Fault Repair Time

Vianova commits to addressing any faults reported by the Client, within its area of responsibility, within 3 (three) working days, except in cases of particular complexity or in circumstances of force majeure or unforeseeable events. These include, by way of example, natural disasters, earthquakes, floods, explosions, insurrections, third-party interventions, or tampering with equipment, as well as any other events beyond Vianova’s control. In such cases, Vianova will make every effort to restore the service to the Client, communicating the intervention timelines.

In the event that Vianova does not meet the aforementioned deadlines, the Client is entitled to the compensations outlined in the following sections.

Compensations

Compensation for Failure to Meet Specific Standards

n case of failure to meet the SIM activation SLA or fault repair SLA due to causes attributable to Vianova, the Client may request compensation as provided by Resolution 347/18/CONS.

In the event of failure to meet the timelines for providing the MNP service, attributable to Vianova, the Client is entitled, in accordance with Resolution 147/11/CIR, to compensation of €2.50 (two/50) for each day of delay, up to a maximum of €50. Compensation is not due for delays not exceeding 2 (two) working days; however, if the delay extends beyond this period, compensation will include all days of delay, including the first two.

In case of failure to meet the response times for Client complaints, including those related to billing, Vianova will pay €2.50 (two/50) for each day of delay, up to a maximum of €300.00 (three hundred euros).

In case of failure to meet the timelines for issuing refunds following Client complaints, Vianova will pay statutory interest for each day of delay in processing the refund.

It is specified that:

  • the amounts are to be considered excluding VAT;
  • Compensation is calculated for all days of the year, including Saturdays, Sundays, and holidays;
  • Vianova will credit the compensation in the first available subsequent invoice or directly to the Client;
  • Vianova applies compensations in accordance with the Regulation on compensations applicable in resolving disputes between users and electronic communication operators, in the manner and terms provided, where more favorable to the Client.

Cloud Service

Cloud Service Availability

Vianova guarantees a 99.5% availability of access to the virtual infrastructure and use of the Cloud Service on a monthly basis.

Compensations

In case of failure to meet the Cloud Service availability, Vianova will provide the following percentages of the monthly recurring fees (subscriptions) outlined in the related offer:

  • 5% of the fee if availability is between 99.49% and 99%;
  • 10% of the fee if availability is between 98.99% and 95%;
  • 20% of the fee if availability is below 95%.

Useful Resources

revision no. 33 of June 2024