TECHNICAL SUPPORT VISIT AGREEMENT FORM

This Technical Support Visit Agreement Form establishes the terms, responsibilities, applicable charges, equipment policies, and service-interruption procedures governing an onsite technical support visit requested by a D&D INTERNET subscriber.

The purpose of this Agreement is to ensure that the customer clearly understands when technical support fees may apply, when technical support shall be provided without charge, how company-owned equipment must be handled, and how service interruptions may qualify for a rebate, refund, or billing adjustment.

1. PURPOSE OF THE TECHNICAL SUPPORT VISIT

D&D INTERNET shall assign an authorized technician to visit the subscriber's service address for the purpose of inspecting, testing, diagnosing, and troubleshooting the reported internet concern.

The technical visit is intended to determine the actual source of the problem and whether the reported concern originates from:

A. D&D INTERNET Network or Service

This may include, but is not limited to:

• Outside fiber line failure;
• Fiber cable cut outside the subscriber's premises;
• Network Access Point or NAP failure;
• NAP port failure;
• OLT or network equipment issue;
• Core network interruption;
• Routing or authentication issue;
• Area-wide network outage;
• Red LOS caused by D&D INTERNET's outside network;
• Company-owned Router/ONU malfunction under normal operating conditions;
• System-related service interruption; or
• Other technical problems directly attributable to D&D INTERNET's infrastructure or service.

B. Customer-Side or Non-Network Issue

This may include, but is not limited to:

• Customer-owned devices;
• Customer's internal wiring;
• Damaged or altered indoor fiber cable;
• Improper WiFi configuration;
• Incorrect WiFi password;
• Customer-owned router, extender, repeater, mesh system, switch, or similar device;
• Application, browser, software, operating system, or device configuration;
• Factory reset or unauthorized configuration of the company-provided Router/ONU;
• Customer modification of network settings;
• Physical damage caused inside the subscriber's premises;
• User error; or
• Any condition that is not caused by D&D INTERNET's network or service.

The technician shall perform reasonable diagnostic procedures before determining whether any technical support fee or equipment replacement fee applies.

No fee shall automatically be imposed merely because a technician was dispatched. The applicable charge shall depend on the technician's verified findings.

2. TECHNICAL SUPPORT LABOR FEE – ₱150.00

A Technical Support Labor Fee of ₱150.00 per technician visit shall apply only when the technician confirms that the reported concern is caused by a customer-side, subscriber-side, device-related, internal wiring, configuration, or other issue that is not attributable to D&D INTERNET.

The fee is intended to cover the technician's:

• Transportation;
• Travel time;
• Inspection;
• Testing;
• Troubleshooting;
• Diagnosis;
• Technical assistance;
• Minor configuration assistance; and
• Time and effort spent during the onsite visit.

The ₱150.00 Technical Support Labor Fee may apply to the following situations.

2.1 Customer Internal Wiring

The fee may apply when the issue is caused by the subscriber's internal wiring or fiber cable located within the subscriber's premises.

Examples include:

• Indoor fiber cable accidentally cut;
• Fiber cable damaged by furniture;
• Fiber cable bent beyond acceptable limits;
• Fiber cable pulled, stretched, crushed, or pinched;
• Rodent damage;
• Pet-related damage;
• Damage caused during construction or renovation;
• Damage caused by movement of appliances, furniture, or fixtures;
• Damage caused by unauthorized relocation of the Router/ONU;
• Damage to connectors caused by customer handling; or
• Other physical damage within the subscriber's premises.

Major repair work, cable replacement, relocation, excessive cable requirements, or other materials may be subject to additional charges when applicable and shall be explained to the subscriber before proceeding whenever reasonably possible.

3. CUSTOMER DEVICE-RELATED CONCERNS

The ₱150.00 Technical Support Labor Fee may apply when D&D INTERNET's internet connection is confirmed to be functioning properly but the subscriber's personal device is unable to connect or operate correctly.

This includes issues involving:

• Mobile phones;
• Tablets;
• Laptops;
• Desktop computers;
• Smart TVs;
• CCTV systems;
• Game consoles;
• Smart home devices;
• Printers;
• POS systems;
• Customer-owned routers;
• WiFi extenders;
• WiFi repeaters;
• Mesh WiFi systems; or
• Other third-party equipment.

Examples include:

• Incorrect WiFi password;
• Device connected to the wrong WiFi network;
• Airplane mode enabled;
• WiFi disabled on the device;
• Software or operating system problems;
• Browser problems;
• Application-specific problems;
• VPN-related problems;
• Customer device limitations;
• Device hardware defects;
• DNS settings manually changed by the customer;
• Static IP configuration on the customer's device;
• Incorrect network settings; or
• Other device-specific issues.

D&D INTERNET technicians may provide reasonable assistance in identifying the issue. However, D&D INTERNET does not guarantee the repair, compatibility, configuration, or proper operation of third-party equipment, applications, or customer-owned devices.

4. CUSTOMER-OWNED NETWORKING EQUIPMENT

D&D INTERNET shall not be responsible for problems caused by equipment not supplied or installed by D&D INTERNET.

This may include:

• Third-party WiFi routers;
• Mesh WiFi systems;
• Repeaters;
• Extenders;
• Network switches;
• CCTV routers;
• Firewall appliances;
• Access points;
• Load-balancing devices; or
• Other networking equipment installed by the subscriber or another technician.

If D&D INTERNET's service is confirmed operational up to the company-provided Router/ONU, but the customer's third-party device is causing the problem, the technical support visit may be considered a customer-side concern and the ₱150.00 fee may apply.

5. FACTORY RESET OR UNAUTHORIZED CONFIGURATION OF ROUTER/ONU

Subscribers are strongly advised not to factory reset, open, modify, reconfigure, replace, or tamper with the D&D INTERNET-provided Router/ONU without authorization from D&D INTERNET.

A factory reset may remove or alter important network configurations required for internet service.

If the Router/ONU requires technician reconfiguration because the subscriber:

• Performed a factory reset;
• Changed protected network settings;
• Modified WAN settings;
• Changed authentication settings;
• Removed required configuration;
• Installed unauthorized firmware;
• Made unauthorized equipment modifications; or
• Allowed an unauthorized third party to modify the equipment,

the visit may be classified as a customer-side technical concern and the ₱150.00 Technical Support Labor Fee may apply.

Additional equipment charges may apply if the device is permanently damaged.

6. ROUTER/ONU OWNERSHIP AND CUSTOMER RESPONSIBILITY

Unless otherwise specifically stated in the subscriber's service agreement, the Router/ONU and other identified network equipment issued by D&D INTERNET shall remain the property of D&D INTERNET.

The equipment is provided to the subscriber for use in connection with the active D&D INTERNET service.

The subscriber is responsible for exercising reasonable care over the equipment.

The subscriber shall:

• Keep the equipment in a safe and properly ventilated location;
• Keep the equipment dry and away from water or excessive moisture;
• Avoid placing heavy objects on the equipment;
• Avoid excessive heat exposure;
• Avoid unnecessary movement of the Router/ONU;
• Avoid pulling or bending the fiber cable;
• Prevent unauthorized persons from opening or modifying the equipment;
• Use the correct power adapter whenever applicable;
• Avoid unauthorized factory reset or firmware modification; and
• Immediately report any equipment problem to D&D INTERNET.

7. ROUTER/ONU REPLACEMENT AND ACTIVATION FEE – ₱1,000.00

A Router/ONU Replacement and Activation Fee of ₱1,000.00 shall apply when company-provided equipment must be replaced because the equipment was:

• Physically damaged;
• Broken;
• Lost;
• Tampered with;
• Opened or disassembled;
• Improperly modified;
• Intentionally damaged;
• Damaged through negligence;
• Damaged by unauthorized handling; or
• Rendered unusable due to circumstances attributable to the subscriber.

The ₱1,000.00 fee covers the replacement and activation of the Router/ONU, subject to availability and technical verification.

8. EXAMPLES OF CUSTOMER-CAUSED ROUTER/ONU DAMAGE

The Router/ONU Replacement and Activation Fee may apply in situations including, but not limited to:

Physical Damage

• Router dropped;
• Router crushed;
• Router casing broken;
• Device damaged through impact;
• Equipment exposed to liquid;
• Equipment exposed to excessive moisture due to improper placement;
• Equipment burned because of improper handling;
• Ports physically damaged;
• Antennas broken because of customer handling; or
• Equipment deliberately damaged.

Tampering or Unauthorized Modification

• Opening the Router/ONU casing;
• Removing screws or seals;
• Modifying internal components;
• Unauthorized firmware modification;
• Attempting to repair the equipment without authorization;
• Unauthorized replacement of internal components;
• Unauthorized electrical modifications; or
• Other physical or software tampering.

Fiber or Port Damage

This may include:

• Broken optical/fiber connector;
• Damaged fiber port;
• Damaged LAN port;
• Damaged power connector;
• Damaged power adapter caused by improper handling; or
• Fiber connector damage resulting from repeatedly removing or improperly reconnecting the fiber cable.

Loss or Unauthorized Removal

The replacement fee may also apply when:

• The Router/ONU cannot be returned;
• The equipment is lost;
• The equipment is stolen due to circumstances reasonably attributable to customer negligence;
• The subscriber disposes of the equipment;
• The subscriber transfers the equipment to another person without authorization; or
• The equipment is removed from the registered service location without D&D INTERNET's approval.

9. TECHNICAL VERIFICATION BEFORE EQUIPMENT CHARGES

A Router/ONU Replacement and Activation Fee shall not automatically apply merely because the equipment is defective.

The technician must first determine, to the extent reasonably possible, the cause of equipment failure.

The technical team may inspect:

• Physical condition;
• Equipment casing;
• Fiber connector;
• Power adapter;
• LAN ports;
• Optical readings;
• Device logs when available;
• Configuration;
• Operating condition;
• Indicators or alarms; and
• Visible evidence of damage or tampering.

The technician's findings shall be documented in the corresponding Job Order, support ticket, technician report, or equipment replacement record.

10. NO REPLACEMENT FEE FOR NORMAL EQUIPMENT FAILURE

The ₱1,000.00 Router/ONU Replacement and Activation Fee shall not apply when the equipment failure is reasonably determined to have resulted from:

• Normal wear and tear;
• Manufacturing defect;
• Equipment failure occurring during normal use;
• Company-side network problem;
• Firmware or system failure attributable to the company or manufacturer;
• Equipment replacement initiated by D&D INTERNET for network compatibility;
• Equipment upgrade initiated by D&D INTERNET; or
• Other failure not caused by customer negligence, intentional damage, unauthorized modification, or tampering.

Such replacement shall be subject to D&D INTERNET's technical assessment and equipment policies.

11. NO TECHNICAL SUPPORT LABOR FEE FOR COMPANY-SIDE ISSUES

The subscriber shall not be charged the ₱150.00 Technical Support Labor Fee when the technician confirms that the reported problem is caused by D&D INTERNET's network, infrastructure, or company-owned equipment under normal usage.

Examples include:

• Outside fiber cut;
• Network outage;
• Red LOS caused by an outside-line issue;
• Damaged outside distribution fiber;
• NAP malfunction;
• NAP port problem;
• OLT-related problem;
• Core network interruption;
• Authentication or system problem;
• Company-side equipment failure;
• Router/ONU failure under normal usage;
• Network maintenance-related interruption; or
• Other service problems attributable to D&D INTERNET.

If the company-side problem requires further repair, the support ticket may remain open until the service has been restored or the corresponding technical activity has been completed.

12. SERVICE INTERRUPTION, REBATE, REFUND, OR BILL ADJUSTMENT

When a service interruption is confirmed to have been caused by D&D INTERNET's network or infrastructure, the subscriber may become eligible for a service rebate, refund, service credit, or billing adjustment, subject to verification and D&D INTERNET's applicable service credit policy.

Eligibility shall generally begin only after forty-eight (48) continuous hours of verified total service interruption without resolution, unless another applicable service policy provides otherwise.

This provision is intended primarily for confirmed cases involving:

• Fiber Cut resulting in complete loss of service; or
• Total Loss of Internet Connection attributable to D&D INTERNET.

Temporary WiFi problems, slow individual customer devices, application problems, third-party service problems, or customer-side equipment issues shall not automatically qualify as total service interruption.

13. REBATE VALIDATION

A subscriber's claim for a rebate or billing adjustment shall be subject to verification using available records, including:

• Date and time the concern was officially reported;
• Job Order creation date;
• Support ticket history;
• Network monitoring records;
• Technician findings;
• Outage reports;
• Fiber repair records;
• Router/ONU status;
• Service restoration time;
• Customer communication records; and
• Other available technical records.

The duration of the service interruption shall be determined based on the period during which the subscriber had a verified total loss of usable internet service caused by D&D INTERNET.

A rebate shall not necessarily be calculated solely from the date the customer claims the issue started when the interruption cannot be technically verified.

14. CONDITIONS THAT MAY AFFECT REBATE COMPUTATION

A rebate or billing adjustment may be reduced, denied, or recalculated when the service restoration was delayed because:

• The customer was unavailable for the scheduled technician visit;
• No authorized person was present at the service location;
• The technician was denied access to the premises;
• The customer requested that the visit be rescheduled;
• The customer could not be contacted despite reasonable attempts;
• The subscriber failed to provide necessary information;
• The equipment was powered off or disconnected;
• The customer prevented reasonable troubleshooting;
• The issue was eventually determined to be customer-side; or
• Other circumstances outside D&D INTERNET's reasonable control prevented troubleshooting or restoration.

D&D INTERNET shall consider the available records in determining the verified duration of company-attributable service interruption.

15. SCHEDULED TECHNICIAN VISIT

The subscriber understands that any preferred technician visit date or time is not an absolute guarantee of arrival at that exact date or time.

Technician dispatch may depend on:

• Technician availability;
• Number of active Job Orders;
• Severity of reported incidents;
• Area-wide outages;
• Weather conditions;
• Traffic conditions;
• Access restrictions;
• Safety conditions;
• Emergency repairs;
• Fiber restoration activities; and
• Other operational circumstances.

D&D INTERNET shall make reasonable efforts to provide technical assistance within its available support schedule.

16. CUSTOMER ACCESS REQUIREMENT

The subscriber shall ensure that the technician has reasonable access to the areas and equipment necessary to perform troubleshooting.

This may include access to:

• Router/ONU;
• Power outlet;
• Fiber entry point;
• Internal fiber cable;
• Customer-owned router when relevant;
• Network cabinet when applicable; or
• Other locations reasonably necessary for troubleshooting.

A responsible adult or authorized representative should be present when the technician performs the onsite support visit.

D&D INTERNET technicians shall not be required to enter areas considered unsafe or inaccessible.

17. CUSTOMER AVAILABILITY

If the technician arrives at the agreed or communicated schedule and:

• Nobody is present;
• The customer cannot be contacted;
• Access is denied;
• The customer requests another schedule after technician arrival; or
• The technician cannot perform the necessary troubleshooting because of customer unavailability,

the visit may be documented as Unsuccessful Visit / Customer Unavailable, and another support schedule may be required.

Any additional fee, if applicable, shall be subject to D&D INTERNET's existing support policy and shall not automatically be imposed unless properly authorized.

18. CUSTOMER RESPONSIBILITY DURING TROUBLESHOOTING

The subscriber agrees to reasonably cooperate with D&D INTERNET's support team by:

• Providing correct account information;
• Providing accurate contact information;
• Describing the reported concern accurately;
• Allowing reasonable troubleshooting procedures;
• Keeping the Router/ONU powered on when instructed;
• Following basic troubleshooting instructions;
• Providing reasonable access to company equipment;
• Avoiding unauthorized changes while the case is being investigated; and
• Informing D&D INTERNET if the problem has already been resolved.

19. THIRD-PARTY SERVICES AND APPLICATIONS

D&D INTERNET provides internet connectivity but does not control all third-party applications, websites, gaming servers, social media platforms, video streaming services, cloud services, VPN providers, payment applications, or online platforms.

If D&D INTERNET's internet connection is functioning normally but a specific third-party service is unavailable, slow, restricted, or experiencing an outage, the issue may not be considered a D&D INTERNET network failure.

Examples include:

• Facebook;
• YouTube;
• Netflix;
• TikTok;
• Online gaming servers;
• Banking applications;
• E-wallet applications;
• VPN services;
• Company VPNs;
• CCTV cloud services;
• Work-from-home applications; or
• Other external internet services.

D&D INTERNET may assist in basic troubleshooting but cannot guarantee the operation of services outside its network and control.

20. WIFI COVERAGE AND WIRELESS LIMITATIONS

The subscriber understands that WiFi performance may vary depending on:

• Distance from the Router/ONU;
• Walls and concrete barriers;
• Floor level;
• Metal structures;
• Furniture;
• Radio interference;
• Other nearby WiFi networks;
• Number of connected devices;
• Device capability;
• WiFi frequency;
• Router placement; and
• Environmental conditions.

A strong internet connection at the Router/ONU does not necessarily guarantee identical wireless performance in every room or area of the subscriber's property.

Poor WiFi coverage caused by building layout, distance, interference, or customer device limitations may not be considered a D&D INTERNET network failure.

Additional access points, mesh WiFi systems, or other customer-owned equipment may be required for extended WiFi coverage.

21. INTERNET SPEED TESTING

When investigating speed-related concerns, the technician may perform testing using an appropriate testing method.

Whenever technically possible, a wired Ethernet connection may be used because wireless speed may be affected by the limitations described above.

Actual results may depend on:

• Customer device specifications;
• Ethernet port capability;
• WiFi capability;
• Network congestion;
• Test server;
• Background applications;
• Number of active users;
• Customer-owned equipment; and
• Other technical factors.

Testing results shall be interpreted based on the subscriber's service plan and technical conditions present during the visit.

22. ADDITIONAL REPAIR OR MATERIAL CHARGES

The ₱150.00 Technical Support Labor Fee does not necessarily include major repair work, replacement materials, relocation work, extensive internal cabling, or other additional services.

Where applicable, separate charges may apply for:

• Fiber cable replacement;
• Excess cable;
• Relocation;
• Special installation;
• Additional materials;
• Replacement accessories;
• Customer-requested network modifications; or
• Other work outside standard technical support.

The subscriber shall be informed of applicable additional charges before the additional service is completed whenever reasonably possible.