XPRESS FIBER PRIVATE LIMITED – Company Policy
(Effective: February 20, 2026)
CIN: U64200BR2022PTC056987 | Class B ISP (Bihar+Jharkhand)
Registered Office: E-Gurhatta Rd, Sikandarpur, Mirjanhat, Bhagalpur, Bihar 812005
Website: xpressfiber.com
📋 TABLE OF CONTENTS
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Company Information
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Employee Code of Conduct
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Work Hours & Attendance
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Leave Policy
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Dress Code Policy
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Customer Service Standards
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Network Operations Policy
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Channel Partner Policy
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IT & Cybersecurity Policy
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Disciplinary Procedures
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Training Requirements
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Grievance Redressal
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Contact Directory
1. COMPANY INFORMATION
**Legal Name**: XPRESS FIBER PRIVATE LIMITED
**CIN**: U64200BR2022PTC056987
**Incorporated**: March 23, 2022
**License**: DoT Class B ISP (Bihar + Jharkhand Circles)
**Registered Office**: E-Gurhatta Rd, Sikandarpur, Mirjanhat, Bhagalpur, Bihar 812005
**Services**: FTTx Broadband, Wi-Fi Hotspots, Lease Lines
**Team**: 50+ Employees | 200+ Partners | 10,000+ Customers
2. EMPLOYEE CODE OF CONDUCT
| DO ✅ | DON’T ❌ |
|---|---|
| Report on time (9 AM) | Use company Wi-Fi for torrents |
| Protect customer privacy | Share network diagrams |
| Document all installations | Accept gifts > ₹500 |
| Meet TRAI QoS targets | Post complaints on social media |
| Maintain professional appearance | Install without KYC verification |
3. WORK HOURS & ATTENDANCE
**Office Staff**: 9:00 AM - 6:00 PM (Mon-Sat)
**Field Technicians**: 8:00 AM - 7:00 PM (flexible)
**Customer Support**: 24×7 rotating shifts
**Overtime**: 1.5x rate after 48 hrs/week
**Late Penalty**: 3 warnings = ₹100/day deduction
**Weekly Off**: Sunday + 1 rotating weekday
4. LEAVE POLICY
| Leave Type | Days/Year | Carry Forward | Encashment |
|---|---|---|---|
| Casual Leave | 12 days | No | No |
| Sick Leave | 12 days | No | No |
| Privilege Leave | 21 days | 15 days | 1x basic pay |
| Maternity Leave | 26 weeks | N/A | N/A |
| Paternity Leave | 15 days | N/A | N/A |
5. DRESS CODE POLICY
**FIELD TECHNICIANS**:
✅ Navy Blue T-shirt + Cargo pants + Steel-toe boots
✅ Safety helmet, gloves, reflective vest
✅ Company ID (visible at all times)
**OFFICE STAFF**:
✅ Formal shirt + trousers + formal shoes
✅ Company ID card
**CHANNEL PARTNERS**:
✅ Branded jacket + cap + partner badge
✅ Branded vehicle (mandatory)
6. CUSTOMER SERVICE STANDARDS (TRAI Compliant)
📞 Call Pickup: 90 seconds (90% calls)
🎫 Complaint Assignment: 30 minutes
🔧 Fault Resolution: 4 hrs (urban) | 24 hrs (rural)
📊 First Call Resolution: 85% minimum
⭐ Customer Satisfaction: 90% target
📈 Network Uptime: 99% monthly
7. NETWORK OPERATIONS POLICY
**MANDATORY FOR EVERY JOB**:
✅ GPS + photo of OLT/Switch installation
✅ OHF route mapping via Partner App
✅ Customer signature + speed test
✅ KYC verification before activation
✅ Change default router passwords
**PROHIBITED**:
❌ Unmapped fiber routes
❌ Verbal handovers
❌ Default credentials on customer equipment
❌ Installation without documentation
8. CHANNEL PARTNER POLICY
**ELIGIBILITY CRITERIA**:
✅ Bihar/Jharkhand resident
✅ MikroTik RouterOS or CCNA certified
✅ GST + PAN registered
✅ Branded vehicle with company logo
**COMMISSION STRUCTURE**:
🆕 New Connection: ₹500
🔧 Fault Resolution: ₹100
📈 Plan Upsell: 10% of plan value
🎯 Monthly Target Bonus: ₹5,000
9. IT & CYBERSECURITY POLICY
**MANDATORY SECURITY MEASURES**:
🔐 Password change every 90 days
🔐 Multi-Factor Authentication for admin access
📱 No personal devices on core network
📋 Daily RADIUS log review
✅ Annual security audit
**PROHIBITED**:
❌ Default passwords on customer routers
❌ Unsecured Wi-Fi hotspots
❌ Sharing admin credentials
❌ Unauthorized network changes
10. DISCIPLINARY PROCEDURES
**Progressive Discipline**:
1️⃣ Verbal Warning → Mandatory training
2️⃣ Written Warning → Salary deduction
3️⃣ Suspension → 3-15 days (unpaid)
4️⃣ Termination → Final settlement within 7 days
**IMMEDIATE TERMINATION OFFENCES**:
💰 Theft/embezzlement
🔓 Network security breach
📵 Customer data leak
⚠️ TRAI regulation violation
11. TRAINING REQUIREMENTS
**Annual Mandatory Training** (Company Sponsored):
🌐 MikroTik RouterOS (₹2,000 voucher provided)
🔌 Fiber optic splicing (hands-on)
🔒 DPDP Act 2023 compliance
📊 TRAI QoS standards
👥 Customer service excellence
12. GRIEVANCE REDRESSAL
**FOR EMPLOYEES**:
👨💼 Supervisor → 3 working days
👩💼 HR Department → 7 working days
📧 Managing Director → 15 working days
**FOR CUSTOMERS** (TRAI Mandated):
📞 Customer Support → 10 days
🏢 Nodal Officer → 20 days
📋 TRAI Portal → 30 days
13. CONTACT DIRECTORY
**CEO**: ceo@xpressfiber.com
**HR Department**: hr@xpressfiber.com
**Operations**: ops@xpressfiber.com
**Ethics Hotline**: ethics@xpressfiber.com
**Customer Support**: support@xpressfiber.com
**Registered Office**:
XPRESS FIBER PRIVATE LIMITED
E-Gurhatta Rd, Sikandarpur, Mirjanhat
Bhagalpur, Bihar 812005
Phone: [Insert Number]