Frequently Asked Questions - Policies

Find out about Fair-Usage, Privacy, Security & other policies

Short answer: No.

Long answer: Not currently, however, in order to make the experience better for our subscribers, we may look at bringing back Hayai Zone (as it was or in a new form) at some time in the future.

 

Following is a description of a feature Hayai does not currently offer and may or may not implement in the future:

Understanding 95th Percentile Billing

The 95th percentile is a mathematical calculation widely used to determine billings for Internet connections that are provided as "burstable" (variable rate) bandwidth.

The TRAI currently recommends a maximum of 1:50 for residential subscribers and 1:30 for business subscribers, but it should be noted that contention ratios can only apply to (truely) unlimited plans, which means if you're on a usage-based plan (including 95th percentile subscribers), the contention ratio is not a relevent measurement.

The simple answer: no.

The less simple answer is that it simply isn't feasible:

Phone Support

Hayai has a 24x7 hotline available for active subscribers for all of your support requirements.

You can also use other methods such as email, live-chat, Skype, and social-media (such as Twitter or Facebook) to reach us.

Quality Control

Hayai owned and operated networks: Hayai continuously monitors connectivity and network load to all Hayai-owned equipment and has contingency measures in place (such as redundant routes) in the event of an interruption on one or more network paths.

[Some of the information on this FAQ page exists for legacy reasons and no longer applies]

Net Neutrality is a fairly long and complicated issue. On the whole, Hayai agrees with most of the basic principles: no paid prioritization, no blocking and no throttling.

While there are typically installation charges according to the service chosen (you can find out the charges by clicking the "specifications" link below the pricing for the plans/services you're interested in), subscribing to Hayai online is FREE and we do not take deposits or advances of any kind. EVER.*

Payment of the installation charge and first month of service is due only when your installation is complete and the connection is active*.

We do not currently offer the option to pre-pay for service on a quarterly, semi-annual or annual basis, however we do have

We now have annual pre-paid options for some plans, whereas certain services or promotions may require a term contract (12, 24, 36 or 60 months).

 

Accounts will be billed either monthly (post-paid plans such as 95th percentile) or annually (pre-paid plans such as usage-based or all-you-can-eat).

Wire speed is what it sounds like: the speed at which the wire between your router and our equipment operates.

What "wire speed" means in real terms varies depending on which type of network you're connected to, but typically here's what you can expect:

[Some of the information on this FAQ page exists for legacy reasons and no longer applies]

We determine business plans according to the number of employees at the premises being connected.

A general guideline is as follows:

  • Small: <= 10
  • Medium: 11 to 50
  • Large: 51 to 200
  • Leased Line: 201+
Small variations may occur from time to time depending on the type of company and number of actual users.

No.

If a company name is entered on the registration form, Hayai will first check the company register to confirm the address of the business.

KYC Documentation Required

  • Photo proof of identity & signature
  • Proof of address
  • A self attested photograph (we will take this digitally at the time of installation, you will attest digitally)

You can use any of the following documents as proof of your identity:

  • AADHAAR Card
  • Income Tax PAN Card
  • Photo Credit Card
  • Voter ID Card
  • Passport
  • Arm's Licence
  • Driving Licence
  • Identity Card issued by Central / State Government

IPv4:

Residential: Typically not. We have a Dynamic DNS service available which is compatible with most clients and several routers.

Business: Businesses may be assigned a singular address or subnet. The network administrator will need to fill out an IP justification form. Pricing may vary according to the block size. Alternatively, businesses can available of Hayai's Dynamic DNS service which is compatible with most clients and several routers.

IPv6:

As Hayai is only required to comply with the laws of India and orders of Indian courts, Hayai will not entertain any requests of any kind from outside of India unless the same is also received by way of an Indian court and/or the DoT and/or TRAI, at which point, any and all requests affecting customers will be published in full on our website.

While we can see some of where the organizations pushing this bill forward are coming from, we do not think that these types of bills/laws/treaties are the way to go.

FAQ: 

The connection between you and our equipment is secured with industry-standard encryption and cannot be easily tapped in to in the same way that a copper connection can be without our authorization (the interfering party would need to have copies of our encryption keys)*

In addition, because the signal is not electrical, it requires more than simply twisting some wires together and guessing a password.

It is, however, up to you to keep yourself safe on the Internet - for example:

FAQ: 

[Some of the information on this FAQ page exists for legacy reasons and no longer applies]

Short answer: no.

Long answer: it depends how much.

The short version: Don't be a bandwidth hog.

The long version: Our Fair Usage Policy (FUP) is not designed to restrict usage, it's designed to ensure that network resources are available to everybody without significant/prolonged drops in speed.

While Hayai engineers both our core and delivery networks to be as congestion-free as possible, we reserve the right to implement traffic management within the network and on the network border under certain circumstances, which include but are not limited to:

Yes and no.

Some ports will be blocked for security reasons (25 outgoing and so forth) per international practices.

Things like Bittorrent, DC++ and online-games will work fine and are not blocked or shaped at present.

We're implementing a large P2P cache, and we're even experimenting with running a private torrent tracker for Hayai customers only (this way you can be sure that you are only using "Hayai Zone" bandwidth).

Residential:

FTTH/WTTB - 6 months*
Hayai Plus - 3 months* / Hayai Plus 1000 - 6 months*
FTTB - 1 month*
Hayai Lite - 3 months*

Small Business

6 months*

Medium Business

12 months*

Large Business

12 months*

Wholesale/Education/Government

12 months*

Term Contracts (all services/tiers)

Length of agreed term (usually 12, 24, 36 or 60 months)*

If Hayai is required to block a website per a directive from the DoT or High Court of India, Hayai will comply accordingly

At that time, Hayai will post a copy of the notification publicly on our website.

FAQ: 

As we must only comply with the laws of India and any international treaties it may sign with other countries, we have no intention of responding to queries from foreign agencies unless an order is issued by an Indian court.

If an order is issued by an Indian court, the customer informed and the matter will be dealt with through the appropriate channels.

FAQ: 

Indian law requires that we do maintain (somewhat extensive) user logs for all access.

This is also one reason why we have added WiFi to all of our equipment - it saves you having to register the equipment with us and allows us to have a convenient central authentication system so that you may use your account anywhere you can find someone with an access point.

FAQ: 

Within Hayai's network, always, speeds are synchronous at up to 1Gbit/s. Outside of Hayai's network, it depends on the plan you have subscribed to:

Downloads and Uploads are counted separately.

If you buy a plan that offers 100 Gigabytes of usage, you will be able to utilize 100 Gigabytes download + 100 Gigabytes upload, however, if you reach the usage limit in only one direction, the connection will stop working (for technical reasons)