Compiled by ps kar

SERVICE GUARANTEE
DHL will, upon customer's request and subject to the restrictions described, provide either a refund or
credit of customer's transportation charges, at DHL's option, for a U.S. origin, international outbound
shipment or U.S. domestic package that is delivered later than DHL's quoted delivery commitment time.

This guarantee is subject to the following limitations:

A. To obtain a quoted delivery commitment time, telephone DHL Customer Service and supply the
following information:
(i) The commodity being shipped;
(ii) the date and the time that the package will be available for pick-up;
(iii) the exact destination, including postal code;
(iv) the weight; and
(v) the package dimensions. Should any such information prove to be inaccurate and,
specifically, if a package is tendered to DHL substantially later than the time supplied to DHL
Customer Service, no guarantee shall apply. Note: In instances where a transit time range is
quoted, the delivery commitment time will be the longest transit time quoted. Any transit time
published in DHL's Worldwide Express Guide, websites or elsewhere, or quoted by DHL
Customer Service without the foregoing information, is only an estimate and is not the
delivery commitment time.

B. The guarantee applies only to transportation charges paid by U.S.-based payers and is exclusive of all
other items including, without limitation, duties, taxes or other charges or amounts.

C. In the case of multiple package shipments, this guarantee will apply to every package in the shipment.
If a late delivery occurs for any package within the shipment, the refund or credit will be given for the
portion of the transportation charges applicable to that package.

D. Domestic and International Services

1. For shipments transported using DHL Domestic Services:
The guarantee applies only to shipments where: (i) each package weighs 150 pounds or less (actual or
dimensional weight, whichever is greater); and (ii) no package is more than 56 inches by 36 inches by 25
inches or is longer than 56 inches regardless of other dimensions.

2. For shipments transported using DHL International Services:

The guarantee applies only to shipments where: (i) each package weighs 150 pounds or less; and (ii) no
package is more than 118 inches in size (measured by adding length, width and depth) with no side
greater than 47 inches.

E. Should customer or its recipient specify a customs broker other than DHL, delivery by DHL shall be
deemed to have occurred at the time DHL notifies the customs broker that the shipment is available for
customs clearance.

F. Customer must notify DHL of a late delivery, in writing or by telephone, within 15 calendar days of the
shipment date and provide DHL with the account number (if any), the waybill number, the date of the
shipment and complete recipient information. Within 30 calendar days after customer so notifies DHL,
DHL shall either: (i) provide customer with the refund or credit; (ii) provide customer with evidence of
timely delivery; or (iii) provide customer with information explaining the reason that the shipment is not
eligible for the guarantee under the applicable limitations or exclusions.

G. DHL is not obligated to act on any claim until all transportation charges have been paid.

H. This guarantee does not apply to:

1. Next Day 10:30 am: The Next Day 10:30 am service is an upgrade on the delivery time commitment for
DHL Next Day 12:00 pm delivery of express shipments weighing 150 lbs. or less (actual weight or
Compiled by ps kar

dimensional weight, whichever is greater) to 10:30 am for applicable Primary Delivery Areas as
designated on the DHL website. DHL will charge a fee for this service upgrade. Shipments scheduled for
Next Day 10:30am service that do not meet the 10:30 am commitment time will revert to the Next Day
12:00 pm service and the service fee will be waived.

EXCEPTION: If the sender places a DHL Urgent 10:30 am label on the package but marks a service
other than Express, the guarantee will not apply; however, if DHL delivers the shipment by 10:30 am on
or before the scheduled delivery day or time, DHL will charge the service fee.

2. International inbound shipments; shipments to on-forwarded points*; or multi-lot shipments over 15

packages.

3. Transportation charges resulting from returned packages.

4. Space-available moves.

5. Packages which are undeliverable for any reason, including improper or incomplete delivery
instructions or information (which may include Post Office Box for recipient address, missing or
incomplete recipient address, missing or inaccurate recipient telephone number), or unavailability or
refusal of the recipient to accept delivery.

6. Prepaid Service shipment from anyone other than DHL.

7. C.O.D. Shipments

8. Late delivery due to causes beyond DHL's control including, without limitation, delays caused by acts of
God, public authorities acting with actual or apparent authority of law, acts, requirements or omissions of
postal, customs or other government officials, riots, strikes or other labor disputes, civil commotion and
disruption in air or ground transportation caused by weather or other conditions.

9. Shipments exceeding US $25,000 in value, or which is subject to lengthened transit times due to
country-specific value limitations.

10. Hub-inducted shipments.

11. Any package picked up or scheduled to be delivered between December 12 and December 25.

12. Dangerous goods or hazardous materials except specimen and diagnostic shipments contained in
Lab Pack sm medical shipment packaging.

I. All other provisions of DHL’s Terms and Conditions of Carriage or Terms and Conditions of Service
apply. This money-back guarantee is subject to modification or cancellation by DHL at any time and
without notice.

J. Consequential Damages
1. DHL shall not be liable, in any event, for any consequential or special damages or other indirect loss
regardless of the cause of such damages and whether or not DHL had knowledge that such damages
might be incurred, including but not limited to, loss of income, profits, interests, utility or loss of market.
2. If a shipper has an extremely time-sensitive package, the loss or delay of which may result in
consequential damages, the shipper must contact his own insurance agent or broker to insure against
such risks, as DHL does not assume such liabilities. DHL does not provide and will not arrange for such
insurance.
* On-forwarded points are remote locations where delivery is provided via contracted services through
DHL.
Compiled by ps kar

What is the difference between a SLA and Service?

My defenitions:
1. The "service level" is the contractual obligation to respect a
defined level of service; accuracy, reliability, tidiness, when the
service is available.

2. service guarantee is a (contractual) assurance that a specific

service will be available over a defined period, be accurate and
continuous and provide integrity within certain agreed parameters

http://www.mydatabasesupport.com/forums/itil-itsm/264862-sla-vs-
service-guarantee.html

AirTel offers service guarantee for landline, broadband

Our Bureau

Chennai , Jan. 17

AIRTEL Broadband and Telephone Services, the landline and broadband service from
Bharti group, will offer guaranteed service to subscribers. It will launch this in the Tamil
Nadu circle and then in other circles such as Karnataka, Madhya Pradesh and Delhi,
where it has fixed line services. Mr Deepak Pande, Chief Operating Officer, AirTel
Broadband & Telephone Services, Tamil Nadu circle, told a press conference on Monday
that the guarantee would be launched in the State on January 19.

Under the service guarantee, AirTel will repair telephones that are out of order
within four working hours and promise error-free bills. If the company fails to meet the
promises, it will pay Rs 100 to the customer. The amount will be credited in the next
telephone bill, said Mr Pande.

AirTel had been working on setting right its internal systems and processes. It tested
out its capabilities before promising service guarantees to customers. AirTel has
2,00,000 subscribers in Tamil Nadu, including 45,000 subscribers to its broadband
service. Almost 70 per cent of the total subscriber base is in Chennai.

http://www.thehindubusinessline.com/2005/01/18/stories/20050118014817
00.htm

Pacific Gas and Electric Company is one of the largest combination natural gas and electric
utilities in the United States. The company, a subsidiary of PG&E Corporation, serves
approximately 15 million people in northern and central California.

Our Service Guarantees

Compiled by ps kar

Gas and electricity are essential to keep your life running smoothly, safely, and efficiently.
When, for some reason, your service is interrupted, you have a complaint or need a repair, you
expect reasonable and timely response. To ensure that we provide this to you, we are
implementing a set of eight service guarantees that spell out our commitment to prompt customer
service to you, our valued customer.

Guarantee 1: Missed Appointments

PG&E will meet the agreed upon appointment time set with our customer during contact with
our Call Center or automatically credit your account $30. The following are circumstances
when Guarantee 1 does not apply:

• When a customer makes a "same day" appointment.

• When a service person misses the appointment to respond to an immediate emergency.
• Gas pilot light appointments between September 15 and December 15.
• Where access to the customer's premise is not available or the customer is not ready for
service.
• During serious emergencies and/or storm conditions.

Guarantee 2: Non-Emergency Investigations

PG&E will investigate non-emergency situations (check meter) and communicate results to a
customer within seven days of a customer's request. Failure to meet the service guarantee will
result in a $30 credit to the customers account. The following are circumstances when
Guarantee 2 does not apply:

• If access is required to the customer's premises then an appointment is necessary and

service Guarantee #1 is applicable.
• Company generated orders.
• Where access issues exist.
• An automatic credit to the customers account would apply only if PG&E misses a
scheduled appointment date. If the appointment is scheduled beyond five workdays, the
customer must notify PG&E to receive the credit. If PG&Es records show that such
scheduling was at the customers request, the credit does not apply.
• If an off-site meter test is required, PG&E will communicate the results to the customer
within 30 days.
• Check-meter appointments between October 15 and December 15 of each year will be
scheduled within 10 workdays.
• When the service person is required to respond to an immediate emergency.
• During serious emergencies and/or storm conditions.

Guarantee 3: Emergency Service historical only

The Emergency Service Guarantee is not currently in effect.
Compiled by ps kar

Guarantee 4: Complaint Resolution

PG&E will decide on a course of action to resolve a complaint and communicate it to the
customer within three working days. PG&E will communicate the complaints resolution to the
customer within 10 working days, or 30 working days when an off-site meter test is required or
an on-site home audit is requested. Failure to meet the service guarantee will result in a $30
credit to the customers account.

• Applicable only to complaints referred to PG&E from the Consumer Affairs Branch
(CAB) of the California Public Utilities Commission.
• Resolution may include a pending outcome, which will appear beyond the guarantee
period (e.g., a billing adjustment to be reflected on a future bill).
• Guarantee is considered met in cases where the customer requests additional actions (e.g.,
re-reading or testing meters, scheduling customer appointments) to resolve the complaint.
• During serious emergencies and/or storm conditions.

Guarantee 5: New Meter Installations

PG&E will meet the agreed upon date for new service meter installations and service turn-ons or
automatically credit your account $50. The following are circumstances when Guarantee 5
does not apply:

• Multiple (10 or more) gas and electric meter sets and service turn-ons for a contractor.
• Meter installations where a service turn-on had not been requested by the customer.
• When access to the premises is not provided by the customer or the customer's equipment
is not ready (for example, work has not been inspected by the city) for the meter
installation.
• When a service person misses the appointment due to the need to respond to an
immediate emergency.
• During serious emergencies and/or storm conditions.

Guarantee 6: Electric Service Disruptions

PG&E will respond to customer calls reporting electric service interruptions within four hours by
restoring service; or by informing the customer upon request when service restoration is
expected; or automatically credit your account $30. The following are circumstances when
Guarantee 6 does not apply:

• When access to the area or customer premises is not available.

• When customers choose not to be notified of changes in the time service restoration is
expected.
• During serious emergencies and/or storm conditions.

Guarantee 7: Electric Service Restoration

Compiled by ps kar

PG&E will restore electric service within 24 hours, unless the cause is absolutely beyond our
control, or we will automatically credit your account $30 for each 24-hour period you are
without service. The following are circumstances when Guarantee 7 does not apply:

• Planned service interruptions.

• When access to the area or customer premises is not available.
• During serious emergencies and/or storm conditions.

Guarantee 8: Commencing Bills

PG&E will issue an accurate commencing bill to a new customer account within 60 days of
service initiation or we will automatically credit your account $30. The following are
circumstances when Guarantee 8 does not apply:

• Re-establishment of service following a shut-off for non-payment.

• When access to the area or customer premises is not available on the date requested.
• When the customer fails to request service in a timely fashion, but only after occupying a
new residence, creating a retroactive bill.
• Cases of mail theft or a clear failure on the part of the U.S. Postal Service to deliver the
first bill in a timely manner. PG&E must have documentation that notice was sent in a
timely manner.
• When the customer provides inaccurate information at the time of requesting service
initiation.
• Any major catastrophic event causing a disruption in transportation or communication
within PG&Es service territory. For example, an event on the order of the 1989 Loma
Prieta Earthquake or the 1991 Oakland Hills Firestorm, which prevents PG&E from
either obtaining customer meter data in a timely fashion, or producing and/or delivering
bills.

Guarantee 9: Planned Interruptions

PG&E shall provide at least three days notice of a planned interruption in service. Failure to
meet the service guarantee will result in a $30 credit to the customers account. This guarantee
will require a customer call and PG&E investigation to determine if PG&Es commitment to
notify customers 72 hours in advance of planned interruptions was missed. Customers notified of
planned service interruptions 72 hours in advance may have their service interrupted on multiple
occasions on the date(s) due to the need to switch, replace or upgrade equipment, so the customer
may be off for a period of time in the AM and PM of each date the customer was notified of a
scheduled interruption. The following are circumstances when Guarantee 9 does not apply:

• If the planned interruption is canceled due to other commitments and emergencies.

• Customer supplies incorrect phone number, mailing address or if there is no access to the
customers premises.
• Service agreement is not established in PG&Es customer information system.
• Notification was made to customer of record but the customer failed to notify tenants.
Compiled by ps kar

• Customer agrees to a shutdown without three day's notice. PG&E will document the date
and time of such discussion.
• The Unites States Postal Service failed to deliver notification in a timely manner, and
PG&E has documentation that notice was sent timely.
• Sundays and holidays are excluded for the purposes of United States Postal Service mail
notifications.
• Emergency interruptions are excluded. This includes but is not limited to the following:
equipment failure, imminent equipment failure, high/low voltage conditions, overload
conditions, removing hazards from PG&E facilities, conditions that may affect
public/employee safety, burned cross arms/poles, car-pole accidents, downed wire, etc.
• During serious emergencies and/or storm conditions.

Guarantee 10: Service Termination in Error - New

Impacted customers will be eligible for a $100 credit adjustment if PG&E terminates service in
error.

The following scenarios are eligible for Guarantee 10—Service Termination in Error:

• Service interruptions due to an error in PG&E’s billing or meter reading processes, when
a customer has established service with PG&E, or has taken all necessary steps to
establish service with PG&E.
• Service interruptions due to non-payment of energy bills that occur after 8 a.m., where a
customer made sufficient payment or a payment arrangement the previous day

The following are circumstances when Guarantee 10 does not apply:

• Service interruptions to assure customer safety

• Service interruptions due to catastrophic events
• Service interruptions that last less than 1 hour
• Service interruptions to repair or replace PG&E gas and/or electric facilities
• Service interruptions to diagnose the possibility of switched gas and/or electric meters
• Service interruptions due to a customer denying PG&E access to service PG&E facilities,
including gas and/or electric meters
• Service interruptions that occur after 8 a.m. on the same day as payment, when a
customer is subject to a service disconnect due to non-payment of an energy bill
• Service interruptions when PG&E has no record of a customer at the service address

Note: These service guarantees have been adopted by the California Public Utilities
Commission.

http://www.pge.com/customer_service/service_guarantees/

ServiceMagic was founded in December 1998 to make it easier for homeowners to get connected to the right home service
professionals.
Compiled by ps kar

OUR MISSION
Connecting the right consumer to the right service professional.
VISION:
To revolutionize how people buy and sell local services.

MISSION:
To be the largest marketplace connecting homeowners to prescreened service professionals.

GUIDING PRINCIPLES:
1. Serve Our Customers - We seek all customer comments and complaints, and firmly believe that every interaction is an
opportunity to create a customer for life. We listen, we care, and we act to exceed their expectations and provide the best
customer experience possible.
2. Get It Done Through Teamwork - We believe the team is stronger than the individual. We rely on the collective talent and
creativity of each team member and partner to continuously improve. We treat every team member with honesty, candor, and
respect. Most importantly, we celebrate our team victories and have fun every day.
3. Innovate to Win - We must constantly reinvent ourselves and challenge assumptions that limit our opportunities. We strive to
anticipate future customer needs and then we solve what may seem unsolvable. We are not afraid of taking risks and making
mistakes because the knowledge and experience that is gained will fuel our future breakthrough innovations.
4. Create Superior Value - We cherish our precious human and capital resources. We focus on doing the right work at the right
time and wisely deploy our resources at all times. We are committed to creating superior value for all ServiceMagic stakeholders
including our customers, partners, investors, employees and the communities in which we serve.

Service Guarantee
At ServiceMagic, we work hard to make sure you are completely satisfied with your home project. While we can't guarantee the
workmanship of a Service Professional, we are here to help your project go smoothly…we'll even provide up to $500 USD of
additional labor toward making the job right.

HOW IT WORKS:
1. Select the Best Service Professional before establishing a contract for your project.
2. Respond to our e-mails during the project. If you have any concerns, contact us via e-
mail or toll free at (877) 699 - 4736 no later than 30 days following job completion.
3. We'll initiate our problem resolution process to address your concern.
4. If not resolved, we'll try to provide additional service professionals to try to fix the
problem.
5. We will pay the selected service professional up to $500 USD for the additional labor to
make it right!

Terms and Conditions

The following are the terms and conditions applicable to the ServiceMagic Resolution Process
and Limited Service Guarantee. By using the ServiceMagic services, you agree that you are
bound by the following terms and conditions, as well as the general Terms and Conditions. If
you have any questions regarding this Agreement, you may contact us at
customerservice@servicemagic.com.

RESOLUTION PROCESS AND LIMITED SERVICE GUARANTEE.

To be eligible for the Resolution Process and the Limited Service Guarantee, you must be a
consumer member of ServiceMagic who has agreed to be bound by our general Terms and
Conditions, and have used a Member Service Professional who you learned about through the
ServiceMagic service pursuant to a qualified Service Request. You must also have entered into a
written contract or agreement with the ServiceMagic Member Service Professional within 30
days from the date that your Service Request was submitted. The Resolution Process and
Limited Service Guarantee are not applicable under the following circumstances:
Compiled by ps kar

i. work that is performed without a written contract or agreement signed by both parties;
ii. For work performed by someone other than a ServiceMagic Member Service Professional
iii. For any materials, equipment appliances or other machinery, whether or not provided by you
or the Member Service Professional;
iv. For work altered by you or any other party except the Member Service Professional
v. For work that extends beyond the scope or description of the original Service Request you
submitted to
ServiceMagic.
vi. or service provided by real estate agents;
vii. For service provided by lenders;
viii. If you have not contacted ServiceMagic customer service via phone, e-mail, letter, fax, or
online "live chat" within 30 days following service or job completion.

Documentation: ServiceMagic takes all complaints against our Member Service Professionals
seriously. To initiate the Resolution Process, we request that all complaints be thoroughly and
accurately documented in writing and copies of all related documents, including original signed
contracts or agreements, evidence of payments, signed change orders, etc. be provided up front.
Should you choose to lodge a written complaint against a ServiceMagic Member Service
Professional you are acknowledging that ServiceMagic may share your complaint with the
Member Service Professional. All consumer complaints related to a ServiceMagic Service
Request that are provided to ServiceMagic are recorded and added to the Member Service
Professional's file for evaluation purposes and the Member Service Professional is notified so
that they can, if applicable, correct their practices to conform to ServiceMagic's Performance
Pledge.

Facilitating Communication: Our experience shows that in most cases, communication between
you and the Member Service Professional can resolve most problems. ServiceMagic will, at the
request of a Consumer or a Member Service Professional, attempt to contact the other party and
relay specific concerns related to a ServiceMagic Service Request. In the past, ServiceMagic has
been able to successfully act as a neutral third party in such disputes because all contracts are
directly between the Consumer and the Member Service Professional. We will endeavor to help
both parties reach a mutually acceptable resolution to any disputes. ServiceMagic is not
responsible or liable to either the Consumer or the Member Service Professional if a mutually
acceptable resolution is not reached.

3rd Party Evaluation: Based on having initiated a proper Resolution Process, including the
Consumer's provision of all required documentation, and in the event that a Consumer and a
Member Service Professional have irreconcilable differences and are still unable or unwilling to
agree upon a resolution, ServiceMagic may elect to have another ServiceMagic Member Service
Professional ("Reviewing Service Professional") inspect the service or project, potentially
including a job site visit and interviewing the Consumer, and render their opinion to
ServiceMagic as it relates to the workmanship and service of the original Member Service
Professional. If ServiceMagic chooses to employ this approach, which is solely at
ServiceMagic's discretion, then the Consumer must make every effort to accommodate such a
visit and provide complete and accurate information to the Reviewing Service Professional.
Compiled by ps kar

Limited Service Guarantee: In the event that a Consumer and a Member Service Professional
have irreconcilable differences and are still unable or unwilling to agree upon a resolution, the
Consumer may be eligible for the Limited Service Guarantee. To be eligible for the Limited
Service Guarantee, the Consumer has to:

1. Have provided accurate and truthful information via the Service Request;
2. Have entered into a signed (by both parties) written contract or agreement for a home service
or project consistent with that described in the Service Request, with a Member Service
Professional that the Consumer learned about through the ServiceMagic service;
3. Have supplied ServiceMagic with a written complaint regarding the Member Service
Professional's workmanship or service and provided all required documentation;
4. Have complied with any request by ServiceMagic for a 3rd Party Evaluation;
5. Be willing to have another ServiceMagic Member Service Professional complete the
contracted work if possible or remedy the work in dispute;
6. Have met all requirements described herein.

In the event that all above conditions are met by the Consumer, ServiceMagic may grant the
Consumer the Limited Service Guarantee in an amount equal to the Consumer's actual out of
pocket monetary losses, such amount not to exceed $500 USD. ServiceMagic can choose
whether to have another ServiceMagic Member Service Professional ("Remedy Service
Professional") provide service to remedy the workmanship or services in dispute, in such case
ServiceMagic will pay the Remedy Service Professional directly, or pay the Limited Service
Guarantee award in cash to the Consumer. ServiceMagic reserves the right, in its sole discretion,
to determine the form of the Limited Service Guarantee award.

http://www.servicemagic.com/rfs/aboutus/serviceGuarantee.jsp
http://www.servicemagic.com/rfs/aboutus/serviceGuaranteeDetail.jsp

CYBERAXHOSTING.COM is a division of Cyberax Tech which was founded in

1999, Held in Kolkata, West Bengal India. With a higher number of hosting customers across the globe we
decided to provide to our customer a dedicated Hosting Site through CYBERAXHOSTING.COM. We have the
unique ability to focus profits on services and features not commonly found in the web hosting industry.
Customer satisfaction is our number one priority and our 85% referral rate demonstrates this commitment.
With a strong financial position, a large customer base and a high referral rate, we feel
CYBERAXHOSTING.COM is aligned to remain an industry leader.
We believe 24x7x365 service should be handled by Network Administrators, not a "help desk", so answers
are given promptly and accurately. E-mail support should be done within a couple hours, not a couple days.
We at CYBERAXHOSTING.COM believe "Customer is God", according to Indian culture, and we follow that by
not having any contracts on our standard shared and dedicated server accounts.
With a state of the art facility and network, a group of network administrators available 24x7x365 and a
proven, profitable financial situation, CYBERAXHOSTING.COM can provide the features and options you need
now and in the future, through any economic climate.
CYBERAXHOSTING.COM has one of the highest customer retention rates in the industry and has won
multiple technology awards.

Service Guarantee
Our Guarantee ::
Compiled by ps kar

At Cyberax Hosting we are so much confident about our services that we offer a full 30 days
money back guarantee to our shared & reseller hosting plans. If you are not fully satisfied within
the first 30 days of the service we would set you a full refund.

All our ResellerWindows hosting plans are backed up by a 30 days money back guarantee.

If you are not completely satisfied with our services within the refund time period specified for
your plan, you will be given a full refund of the contract amount excluding transaction fee and
overages.

This policy does not apply to any additional services such as overages, disk space, pop accounts,
sub-accounts, Domain Parking accounts, etc. It does not also apply to dedicated servers and the
value add or addon services associated with these.

If you are not happy or your expectations are not met all you need to do is to request for a refund
in the first 30 days and we shall send you a refund request form which you have to fill and upon
the receipt of the refund request our billing section would set a refund to the payee's account. We
highly appreciate if you can include the reason for the refund or why you are leaving our
network, this is done to ensure that we upgrade & improve our services/network/feature to the
highest possible standards which may meet your requirements in future.

Accounts cancelled/terminated by Cyberax Hosting for violating our Acceptable Usage Policy or
TOS do not qualify for the 30 days money back guarantee. If your account is found guilty & has
been cancelled due to violation of our terms for eg. spamming, warez, you would not be given
any refund.

http://www.cyberaxhosting.com/companyaspx.aspx
http://www.cyberaxhosting.com/Guarentee.aspx

Travelocity
We provide global travel management services - putting service first to meet all your business travel
needs. Travelocity Business — a global travel management company offering the entire range of travel
products and services corporate clients demand, all from a single source:
We look out for you all trip long--even before you go!
We're proud to offer the Travelocity Guarantee. Backing the Travelocity Customer Bill of Rights, it is our
commitment to you that everything about your booking will be right, or we'll work with our partners to
make it right, right away. Our customers expect and deserve peace-of-mind when they book, and the
Travelocity Guarantee, the most comprehensive and pro-active guarantee in the industry, offers just that.
We can't control some things, like the weather or mechanical difficulties, but we can be there to help you
navigate when a problem arises. We can also be there to help you avoid some problems altogether. For
instance, if we learn of something that might make your trip less enjoyable, like a closed hotel pool or
fitness center, we'll contact you before you go and give you the option to make other arrangements.
And it doesn't stop there, because we at Travelocity are fundamentally value seekers. We know that great
trip value is the sum of a quality experience and a low price. That's why we offer a low price guarantee.
What does the Travelocity Guarantee promise?
Compiled by ps kar

• If you find a qualifying lower rate for travel booked with Travelocity within 24 hours of booking,
we'll not only refund you the difference between what you paid and this lower price, but give you
$50 off a purchase of future travel. For more information about our low price guarantee, click
here.
• All travel booked on Travelocity will be consistent with the promise of its detailed description on
our site and your travel itinerary (as confirmed on our site 24 hours prior to departure).
• Human error happens; nobody?s perfect?but in those rare case that we make a mistake, you can
count on us to fix it or work with you to offer a reasonable alternative.
• If we learn of something that might make your trip less enjoyable, we'll contact you before you
go and give you the option to make other arrangements
How do you invoke the Travelocity Guarantee?
• To invoke our low price guarantee before you travel, complete and submit the form located on
our site at www.travelocity.com/lowpriceguaranteeclaim within 24 hours of completing your
booking on Travelocity. Please note that calling our customer service representatives cannot
replace or expedite this required procedure.
• For guarantee matters that come up mid-trip, contact us anytime day or night, 24/7:
• Call one of our 1000 travel professionals toll-free at 888-872-8356 (and 210-521-5871 for
international callers).
• Email us about less urgent matters anytime at guarantee@travelocity.com, and we'll get back to
you within 4 hours.

We guarantee that with Travelocity, "you'll never roam alone" because we have complete faith in
the core strength of our partner relationships and the skill and passion of the entire Travelocity
Team. We trust that if you book with us, just once, you'll share this faith in Travelocity, and
continue to enjoy both the peace-of-mind and low prices associated with the Travelocity
Guarantee.

The Travelocity Guarantee assures that when you book with Travelocity and encounter any problem with your booking, we'll
work with our partners to make it right. It also assures a guaranteed low price for the travel you want. That means, for example:
• If you find a qualifying lower rate for travel booked with Travelocity within 24 hours of
booking, we'll not only refund you the difference between what you paid and this lower
price, but give you $50 off a purchase of future travel.
• If you purchase electronic airline tickets and notify us within 24 hours of your purchase
that you've booked the wrong dates, we'll rebook your airline tickets without charging a
change or cancellation fee. (This policy does not apply to a short list of airlines.)
• If you arrive at your hotel to find that your reservation is lost or the hotel is overbooked,
we'll manage the details and work directly with the hotel to get you a room in that hotel
or a comparable one.
• If your airline cancels your flight and you're stuck without help to find a hotel for the
night, we'll do the legwork to locate a hotel that meets your needs at a reasonable price.
• If you arrive at your hotel for your family vacation and find that the pool is closed for
renovations, we'll find a comparable hotel with a pool for you at no additional cost.
• If you arrive at your hotel room to find that your ocean view is a parking lot view, we'll
ask the hotel to honor their commitment to you, or find you a room with an ocean view at
a comparable hotel at no cost to you.
• If the threat of a hurricane makes traveling to your destination unsafe, we'll contact you in
advance of your departure to give you the opportunity to change your travel plans, and
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then we'll work with our travel partners to make any itinerary changes at the most
reasonable cost to you.
• If you get to the rental car counter and the car type you reserved is sold out, we'll work
with that rental company or another company to get you the car-type you booked.
• If we learn of an issue from any of our partners or customers that might make your trip
less enjoyable--like hotel construction, a hurricane, or an airport closure--we'll contact
you before your trip and help make other arrangements.

http://svc.travelocity.com/guarantee

We here at Travelocity believe that you deserve great travel experiences. That's why we created
our own Travelocity Customer Bill of Rights and realigned our entire organization so that our
products, policies and employees protect them. It's on the foundation of this work, strengthened
by our commitment to continually get better at what we do, that we offer the Travelocity
Guarantee. The Travelocity Guarantee is our seal on your traveler rights, a promise to our
customers that we'll do our utmost to take care of you - that when you book with Travelocity,
'you'll never roam alone.' This promise extends to your entire trip experience; it even includes a
low price guarantee to assure that you're getting a great deal for the travel you want.

Travelocity Customer Bill of Rights

You have the right to a straightforward presentation of your options.
We want you to choose the options that best suit you. If a hotel has rooms available, we won't
lead you to believe that the hotel is sold out. We also won't subject you to impossible terms and
conditions that make an offer hollow.
You have the right to find what you're looking for quickly and easily.
That's why we redesigned our site for complete ease-of-use - so you can find that great last
minute deal to Paris, or the best brunch in Salt Lake City (served in a 75 year-old trolley car
diner tucked in the hills of Emigration Canyon).
You have the right to speak with someone and get help anytime.
Call one of our knowledgeable representatives for help anytime at 888-872-8356 or 210-521-
5871 (for international callers). We're here to help you 24/7.
You have the right to be inspired by your travel company.
Like a well-traveled friend just back from a wine tour of Tuscany, we want to inspire you to see
the world.
You have the right to book with a travel company that looks out for you, all trip long.
Neither overbooked hotel, nor pool renovation, nor missing rental car, nor lost reservation should
stand in the way of you and a smooth trip. That's why Travelocity Guarantees that everything
about your booking will be right, or we'll work with our partners to make it right, right away.
And that's why this guarantee means that we look out for you from the very moment you book
with Travelocity.
You have the right to the best overall value in travel.
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Travel enriches your life when it's done right. We understand that on top of a guaranteed low
price, travelers need useful, insider information, the security of reliable customer support, and
control over the details that make a trip smooth, efficient, and truly great.
You have the right to unbiased information up front.
That's why Travelocity was the first to offer objective travel ratings--not inflated ratings to sell
you - and independent reviews where travelers share their experiences, both good and bad. It's
also why we give you the full price of your rental car, including the taxes upfront with car
TotalPrice.

These are your rights. Take advantage of them. Let nothing stand between you and them--except
maybe a pair of nice sunglasses.

http://www.travelocitybusiness.com/

ZoomIn is a leading online photo service providing customers with unlimited digital photo
storage capacity, simple to use tools for uploading and sharing photos, and great prices on
professional quality prints. ZoomIn launched in January 2007 with the goal of becoming the
premiere International solution for the world's online photo needs.

ZoomIn has a 100% Customer Service Guarantee

When we say we want you to be happy, we mean it!

Quality Prints: If you have a problem with the print quality of your photos, please let us know
and we’ll refund your money.

Shipping: Your order will be delivered within 5-7 business days in the US, or within 1-2
business days to most major cities in India.

Perfection is attainable: If your order is incomplete or incorrect, we’ll refund your order
immediately. No hassle, no worries.

100% Happiness Guarantee: We want you to be happy. Really happy. If you don’t like anything
about your order, please let us know - we’ll make it right. We stand by this promise.

Problems of any kind? Contact us! Please provide your order number and a description of your
issue or problem in your message. Thanks!

http://www.zoom.in/htdocs/Guarantee.aspx

Bethelwebhost.com, is a provider of shared hosting solutions to many levels of customers

including service providers and business customers in all over India.

http://www.bethelwebhost.com/bethelwehost-money-back-detail.html
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Service Guarantee - The Bethelwebhost.com Guarantee

If you are unhappy with our service at anytime in the 30-days after sign-up we'll give you a full
refund of hosting fees and your welcome to take your website to another host.
30-Day Money Back Guarantee:
We are sure you will be delighted with our services, but if you're not happy at anytime
within 30 days, simply cancel your account and we'll refund your hosting fees.

Despite the fact that we have taken several service measures, we also understand that we
can not satisfy 100% of our clients. We try but we know it is an impossibility for any
company no matter what the industry.

If at any time within 30 days from account activation you feel that you are not satisfied, you
can cancel your account by sending an email to help@bethelwebhost.com and we will
refund your money. We will not say we will do this without question because, we will ask
you "why" so we can improve our services, but regardless of the reason you will receive a
refund.

If you have any questions about our Money Back Guarantee then Contact Us

Information:

This policy does not apply to any additional services such as Domain Registration, Web
Design.
Domain name registrations are processed immediately and are non-cancellable and non-
refundable.
All refunds will be processed within 30 days.
This policy does not apply to accounts that we have suspended for spamming, breach of
contract or any other reason.

Bethel Web Hosting Solutions Pvt Ltd

June 1, 2006

We will always try our Best Level to answer the phone. [contact us]
We will always deal with your enquiries quickly and professionally.
We will never send you SPAM, share or sell your personal information. [privacy]

Emails sent to our Sales, Support or Billing Departments will firstly receive an automated response from
our server. A personal response will be made to your email within 6 to 72 hours of receipt.

There are

• NO Contracts
• NO Hidden Costs,
• NO Setup Fees
• NO Advertising
• NO Banners or Pop-Ups
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But there definitely is 99% Uptime, Reliable Service and full support by Bethelwebhost.com's Experienced
Professionals.

Bethel Web Hosting Solutions Pvt Ltd

June 1, 2006

Domino's Pizza India Ltd.

Orders of 4 or more pizzas qualify as bulk orders, not valid for service guarantee of less than 30
minutes or free. Maximum Domino’s liability is Rs. 300.

Delivery guarantee applicable at the first barrier point. Domino’s does not penalize its drivers for
late delivery. 30 minutes or free not applicable when store operating conditions or not suitable ,
to be announced at the time of order taking. Dominos Pizzas preserves the right to withdraw the
service guarantee without prior information.

30 minutes delivery guarantee not applicable on New years eve,on Ganesh festival , Christmas
and Durga Pooja , the service guarantee may be withdrawn temporarily in view of difficult
operating conditions for delivery. Conditions apply.
http://www.dominos.co.in/disclaimer.htm

Educational service quality instrument.

FUNCTIONAL (PROCESS) QUALITY
Learning Resources - In General:
1 Up-to-date teaching tools & equipment
2 Physical facilities visually appealing & comfortable
3 Physical facilities convenient to students
4 Electronic access to business and academic information
5 Computer laboratory an important asset
6 Physical facilities readily available for use
Faculty - In General:
7 Friendly & approachable
8 Willing to help you
9 Available outside of class
10 Keep their promises
11 Behavior instills confidence in students
12 Sensitive to student confidentiality
13 Honest with you
14 Treat you with respect
15 Have the knowledge to answer your questions
16 Are current with the developments in their area of expertise
17 Know what topics are relevant to becoming a good manager
18 Consistent with their grading practices
19 Explain things in a way that you can understand
20 Have your best interests at heart
21 Attempt to understand my specific needs
22 Make clear what they expect of you
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23 Usually give me adequate feedback about my performance

Administration - In General: Refers to personnel in Dean’s and Dept. Offices
24 Show sincere interest in solving student problems
25 Friendly & approachable
26 Dependable
27 Attempt to understand my specific needs
28 Act promptly
29 Willing to help you
30 Honest with you
31 Behavior instills confidence in students
32 Sensitive to student confidentiality
33 Sensitive to student safety
34 Keep students informed about issues that concern them
35 Treat you with respect
36 Have knowledge to answer your questions
37 Responsive to student evaluations about the curriculum
TECHNICAL (OUTCOME) QUALITY
38 The school provided me with a high quality education
39 I am satisfied with my intellectual development at this school
40 I am proud of my accomplishments at this school
41 I have performed as well academically as I anticipated I would

1 = strongly agree, 2 = agree, 3 = somewhat agree, 4 = disagree, 5 = strongly disagree.

Rate my professor
Easiness:
Hard Easy
Helpfulness:
Useless Extremely Helpful
Clarity:
Incomprehensible Crystal
Interest level prior to attending class:
None at all It's my world!
Textbook Use:
Low High

Easiness - Some students may factor in the easiness or difficulty of the professor or course
material when selecting a class to take. Is this class an easy A? How much work do you need to
do in order to get a good grade? Please note this category is NOT included in the "Overall
Quality" rating.
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Helpfulness - Helpfulness is defined as a professor's helpfulness and approachability. Is this

professor approachable, nice and easy to communicate with? How accessible is the professor and
is he/she available during office hours or after class for additional help?

Clarity - A professor's organization and time management skills can make a great difference on
what you get out of the class. How well does the professor teach the course material? Were you
able to understand the class topics based on the professor's teaching methods and style?

Overall Quality - The Overall Quality rating is determined by the average rating of the
Helpfulness and Clarity given by all users. An overall rating of 3.5 to 5 is considered good
(yellow smiley face). An overall rating of 2.5 to 5 is considered average (green smiley face). An
overall rating of 1 to 2.5 is considered poor (blue sad face). The Easiness rating is NOT included
when calculating the Overall Quality rating.

Rater Interest - There is always that one class everyone recommends taking before graduating.
As a student, how interested were you in the class, BEFORE taking it? Or how interested were
you in taking this course from this specific professor.

MARKETING OF SERVICES (Questions) Note: This paper consists of three

sections A, B and C. All questions carry equal marks.

SECTION A
1. (a) In what ways is distribution of services different from goods? Identify a few services
which can be distributed electronically and discuss the challenges involved in it.
(b) Differentiate between core, facilitating, and supporting services, giving suitable examples.

2. (a) What are the benefits derived by a service firm in offering a service firm in offering a
service guarantee?
(b) Discuss the characteristics of a good service guarantee.

Evaluate the following service guarantee offered by a restaurant for its home delivery services,
on the basis of the characteristics discussed by you. "30 MINUTES GUARANTEE. 10%
DISCOUNT ON DELAYED DELIVERY ORDERS*
*Discounts not applicable for orders over Rs.500"

3. (a) How important is it for a hotel located at a hill station to use promotions during off-season?
Also identify the possible sales promotion schemes it can offer.
(b) Discuss the importance of word of mouth communication for health care services.

4. Write short notes on any three of the following:

(a) Role of service sector in Indian economy
(b) Gronroos Model of Service Quality
(c) Pricing of educational services
(d) Yield Management
(e) Role of Physical evidence
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SECTION B
Study the case given below and answer the questions given at the end.

Marketing of Health Services

Pulin Kayastha was simply amazed. He had seen all forms of hostility and marketing warfare in
the consumer goods industry, but to see similar warfare in the health industry fascinated him.
Clearly, he told himself, doctors had found consumers in their patients. At least, that's what the
concept note sent by Dr. AJit Varman, country manager of Recovery Clinics & Hospitals,
seemed to indicate. Varman and seven other senior doctors had left Karuna Nursing Home and
Hospital to set up Recovery, which, as the note said, ".... would be entirely devoted and
dedicated to customer responsiveness."

Pulin was a management consultant and was recommended to Recovery by the marketing
director of Regrow Pharma, a large pharmaceuticals company in Mumbai. In fact, the suggestion
to set up Recovery came from a non-resident patient, Dinesh Shah, who was undergoing
treatment at Karuna's large speciality hospital in Central India. It was in the course of his
interaction with the doctors that Shah sensed their unhappiness with the system. This prompted
him to suggest the idea of Recovery. Varman had joined Karuna 10 years ago, assured of a
challenging career in a hospital that was promising to be different. But over time, disillusionment
set in as Karuna's image and response to the environment diluted its equity.

"Now that we have decided to do this, we do not want to repeat old mistakes," Varman had told
Pulin during their first meeting. "Having worked at Karuna, we can see its weaknesses and why
it's losing saliency. Ten years ago, when it was established, we believed it was going to add
value to our careers; we became a part of it because we were told that we are specialists who
would bring exclusivity to the hospital. But soon, the focus shifted to fetching business and
revenues. The management started hiring specialists and private practitioners, offering them
cabins and consultancy arrangements at Karuna. The strategy was that these doctors would bring
in their patients and use the infrastructure so that the hospital would start earning money."

The Karuna management wanted to derive short-tem benefits, than gradually build up clientele.
But the strategy, it appeared, did not pay off. As Varman said: "Because there were many doctors
and the business was not large enough in the first few months. Consequently, competition for
business became cutthroat between doctors.

Despite modem amenities, state-of-art systems and numerous doctors, the image of the hospital
was that of being too commercial - a fallout of the stigma of being a private hospital. It was
common among doctors to slot every hospital under either category - a place where you get
neglected to death or a place where you get researched to death. Karuna earned a new label - a
place where you got cross-referred to death, {or doctors at Karuna slowly took to enhancing each
others earnings as they sent patients back and forth to doctors and specialists. At the end of his
diagnoses, the patient ended up paying a huge amount of money for this treatment.

According to Varman, the high-cost, high-expectation syndrome hit the hospital. The
initial promise of exclusivity and quality was lost. Karuna had the best doctors, but after-care
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was abysmal. With a view to keeping costs low, nurses, housekeeping staff and even the front
office staff were hired cheap, training was virtually absent, and no attention was paid to end user
needs.

Kayastha could see Recovery trying to b€ all that Karuna was not and desiring not to be all that
Karuna was. If Kayastha thought Varman was hiring him for routine systems design and a
patient management manual, he was mistaken. For Varman said "We want to get Recovery's
positioning platform right and work on a sound marketing plan. What we want you to do is to
help us build this brand, help ordinary doctors like us understand what brand-building entails and
how it is managed in a service industry."

Questions
(a) Suggest a positioning strategy for Recovery Clinics and Hospitals.
(b) Explain why it would be necessary for doctors as well as nursing staff to be marketing
oriented.
(c) Identify and discuss the service quality dimensions which Recovery Clinics and Hospitals can
use for measuring its service quality.

Section c
How do the five dimensions of service quality differ from those of product quality?
Why is measuring service quality so difficult?
Illustrate the four components in the cost of quality for a service.
Why do service firms hesitate to offer a service guarantee?
How can recovery from a service failure be a blessing in disguise?