• E-GURHATTA RD, SIKANDARPUR, MIRJANHAT, BHAGALPUR, BIHAR 812005
  • info@xpressfiber.com & yoursxpressfiber@gmail.com
  • Office Opening Time : 09:30 AM - 10:30 PM

POLICY

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

  1. Company Information

  2. Employee Code of Conduct

  3. Work Hours & Attendance

  4. Leave Policy

  5. Dress Code Policy

  6. Customer Service Standards

  7. Network Operations Policy

  8. Channel Partner Policy

  9. IT & Cybersecurity Policy

  10. Disciplinary Procedures

  11. Training Requirements

  12. Grievance Redressal

  13. Contact Directory

1. COMPANY INFORMATION

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**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

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**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

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**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)

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📞 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

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**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

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**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

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**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

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**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

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**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

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**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

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**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]