Btw adsl2+ & Annex m 24 Month Contract

BTW ADSL2+ & Annex M
24 Month Contract

Connection / Migration
Valid until 30^th September 2015

1. CUSTOMER DETAILS

Customer Name: (as per your bank account name including LTD/LLP/PLC etc)
Business/Customer Type: Please tick as appropriate	Limited Company	*Partnership
	*Sole Trader	Residential
Installation Address: (Include company name if different to above)
Billing Address if Installation Address is different:
On-Site Contact Name:
On-site Telephone Number:
Mobile Number (Mandatory):
E-Mail Address:
If sole trader/partnership please detail name & home address of owner/one partner:

2. TECHNICAL CONTACT DETAILS

IT support company details: (IT support company/In house contact)	Name of IT support company: Contact Name: Telephone Number: Email Address:
Please confirm which contact/s should receive email confirmation of DSL live date / connection details:	1.
	2.

3. SERVICE REQUIREMENT - Please check availability with your account manager and circle the box to indicate the service required (+VAT)

Please see ADSL info attached sheet – page 7

Service	Migration	Connection (Free of Charge offer on 24 month contract)	Monthly Rental (Standard Support)	Additional Monthly Rental (Plus support)	Additional Monthly Rental (Premium Support)
ADSL 2+ Standard (Up to 24Mb down, 448Kb up) BTW	Free	£50.00 £0.00	£29.00	£10.00	£20.00
ADSL 2+ Premium (Up to 24Mb down, 1.2Mb up) BTW	Free	£50.00 £0.00	£49.00	£10.00	£20.00
ADSL Annex M Standard (Up to 16Mb down, 2.5Mb up) BTW	Free	£50.00 £0.00	£59.00	£10.0O	£20.00

‘‘Normal Business Use" is defined as traffic that has a bursting profile, i.e. not using the full bandwidth all of the time, with the data being downloaded in the normal conduct of the customer’s business.’ Examples of classes of business or traffic profile that are not considered normal business use include internet café’s, peer to peer file sharing, persistent streaming video or day time offsite backup. If in Spitfire's opinion usage is not normal business use, customer will receive 1 month’s notice to reduce traffic levels and/or alter usage to what in our opinion would constitute normal business use.

Please circle required Back Up option

No Back Up Circuit Required

Chargeable – ADSL2+ Standard (ADSL 2+ Standard Back Up Circuit / £50.00 Connection / £29.00 Router / £7.00 per month)

Free Back up circuit (only for primary circuits costing £49.00 per month or more) (ADSL 2+ Standard Back Up Circuit / Free Connection / Free Router / Free per month)

IMPORTANT INFORMATION REGARDING ALL BACK-UP CIRCUITS

In the event that your primary (main) Broadband circuit experiences a fault, your internet connection will not automatically fail-over to the back-up circuit. It is the responsibility of the users on-site to disconnect the primary router and connect the back-up router; please ensure that a nominated person has been instructed in this change-over procedure. The routers connected to the primary and back-up circuits have the same IP address; this means that your LAN does not require re-configuration on fail-over. In order to avoid IP conflict, the router connected to the back-up ADSL circuit must not be plugged into the ADSL filter/telephone socket whilst the primary ADSL circuit is in service. If you wish to plug-in the back-up router to the telephone socket the power must be switched off. The discounted Back Up Circuit price is only available in conjunction with a Spitfire full price Primary Circuit. If the Primary circuit is ceased at any stage, the corresponding Back up circuit will also be ceased unless the customer requests the Back up circuit is upgraded to a normal circuit. If the customer requests a back up circuit is upgraded, standard circuit pricing will apply and a new contract will incept. New contract terms will apply except there will be no connection charges and a new minimum period of 1 month will apply. Please note on the bill the free back up circuit will be charged at the normal price for a standard circuit (£29.00 per month for ADSL2+ Standard) with a balancing credit to bring the cost down to zero. If power to both routers is ‘on’ and both routers are connected to their respective ADSL circuits you will lose connectivity.

If you do not require a Back Up ADSL Circuit please sign to confirm you understand and acknowledge that in the event of a fault, repair has a target time of 40 Clock Hours and may take much longer:

Signature: ……………………………………………….

	Primary Circuit	Back Up Circuit
CIRCUIT UPGRADE: Please list Circuit Number or Contract Number if you are wishing to upgrade your existing Spitfire Circuit.	Circuit No: Contract No:	Circuit No: Contract No:

4. EXPEDITE (PRIMARY CIRCUIT ONLY)

An expedite will endeavour to install an ADSL service within 1-3 working days at a one off charge of £140.00. * Based on best endeavours, cannot be guaranteed. Existing Analogue Line required. * The expedite charge will apply where an ADSL has been successfully connected within 5 working days. * The normal connection charge of £50.00 will also apply unless free connection is offered

Yes / No

Analogue line Expedite: One off charge of £185.00.

Yes / No

5. TELEPHONE LINE

Service	Primary Circuit	Back Up Circuit
Existing BT analogue line numbers to be used for ADSL: This line must be a single analogue BT line (not part of a multi line group), presented on a standard BT socket:	Tel No:	Tel No:
Would you like Spitfire to take over this phone line? This ensures top level support & faster faults diagnostics.	Yes / No Standard line rental is £10.00 plus £1.50 for Service Level 2 per Month	Yes / No Standard line rental is 10.00 plus £1.50 for Service Level 2 per Month
Do you need a new analogue line installed? Spitfire will order the analogue line and ADSL as a simultaneous provide which should mean that the ADSL will be live on the day that the line is installed. Simultaneous provides have an approximate 90% success rate, but if they fail, the ADSL will normally be live 7 working days after the line has been installed. Missed Appointments are charged at £100.00. Spitfire must give Openreach 48 hours notice or more when changing or cancelling appointments.	Yes / No Installation: £99.00 Standard line rental is £10.00 plus £1.50 for Service Level 2 per month	Yes / No Installation: £99.00 Standard line rental is £10.00 plus £1.50 for Service Level 2 per month
Service Level Options Service Level governs the response time/ target repair time on your line- See Spitfire’s Service Level Agreement for further details. Target repair times are detailed below: Service Level 1: End of Next Working Day plus an additional Working Day, Monday to Friday excluding Public and Bank Holidays. PLEASE NOTE WE STRONGLY RECOMMEND SERVICE LEVEL 2 OR BETTER FOR BUSINESS USE. Service Level 2: End of Next Working Day, Monday to Saturday excluding Public and Bank Holidays. This is the default unless otherwise indicated Service Level 3: End of Next Half Working, Monday to Sunday including Public Holidays. Please note engineers only work 0700 hrs to 2100 hrs Service Level 4: Clear within 6 hours, any time of day, any day of the year. Please note if Openreach cannot gain access to site out of hours Service Level will reduce to SL1	Please Circle your chosen Service Level SL1 - £0.00 per Month SL3 - £4.50 per Month SL4 - £5.50 per Month	Please Circle your chosen Service Level SL1 - £0.00 per Month SL3 - £4.50 per Month SL4 - £5.50 per Month

6. TOTAL CARE

Which Fault Repair Level do you require on the ADSL circuit? Standard Care - 40 Clock Hour target repair clear time. Total Care - 20 Clock Hour target repair clear time. Total Care Plus - 7 Clock Hour target repair clear time. Total Care requires 24/7 customer contact and site access. Please provide an out of hours contact name and number. Please note if you don’t select a Care Level Standard Care will automatically be applied

Please Circle your chosen Care Level Standard Care - £0.00 Total Care - £9.20 Total Care Plus - £11.50 Contact Name: Mobile Number:

7. ROUTER

Service	Primary Circuit	Back Up Circuit
Do you require Spitfire to provide a Managed Router? Technicolor TG582n Router: suitable for normal usage. Cisco 887 VA-M Router: suitable for 2+, Max & Annex M; for more intensive use & provides better fault tolerance & fault monitoring. Please indicate your preference.	Technicolor TG582n Router: Free Yes / No Cisco 887M router: £295.00 Yes / No	Technicolor TG582n Router: £29.00 or Free if primary circuit costs £49.00 per month or more. Yes / No Cisco 887M router: £295.00 Yes / No
Please confirm if you would like your router to be configured for wireless use: Yes / No If configured for wireless use, the router will be configured with mixed mode WPA/WPA2 security with a randomly generated password. Please note that Spitfire are not responsible for WiFi coverage and security. Wireless cannot be enables if No NAT configuration is chosen
Please confirm delivery address for Routers:
Please confirm the contact details for the person who will accept delivery of the Router’s:	Contact Name: Contact Number:

8. SECURITY LEVEL

Please tick your choice of security level. If opting for password protection, please confirm a choice of password.

Password Protection Password:	Please provide a password for your account. No changes or requests for information will be actioned unless the person making the request can state the password given.
Fax Only Protection	Changes or requests for information must be made by fax on company headed paper (or in the case of an individual a copy of a utility bill that identifies them), each time a request is made to change existing service or information is required regarding the service.
No Security	Anyone claiming to represent the customer can request passwords and changes to the ADSL2+ service by phone, email or fax. This is the default security level. Spitfire will take no action to verify the identity of the person making the request or verify that the request is genuine.

9. IP ADDRESSES– IPv4
If you require IPv4 please complete the following section

If this is replacing an existing Spitfire Circuit would you like to retain your DSL connection, username, password and IP address configuration? Please note that port forwards on old Spitfire managed routers will NOT be automatically configured on any new routers.

Yes – Go to page 6 No – Please fill out the below

A single Public IP Address is free of charge and is normally used in conjunction with NAT/PAT and port forwarding to provide 253 private IP addresses on the customer LAN.

Requests made at a later date will incur the same rental charge plus a £25.00 set-up charge.

If public IP addresses are supplied, the details on this form will be used to populate the publicly available RIPE database.

PLEASE CHOOSE EITHER NAT OR No -NAT
q NAT 1 public static IP address, 253 Private IP addresses on LAN	Spitfire Managed Router Defaults: LAN router IP address is 10.0.0.254/24 DHCP is turned ON The DHCP scope is 10.0.0.1 – 10.0.0.253 NO port forwards are enabled. To instruct us otherwise please choose and tick from the options below:
	q Disable DHCP
	q My own choice of private IP addresses to be used: Router IP address IP address range to be served by DHCP.	q Port forwarding: Port number IP address 25 other (please advise)
q No- NAT Public IP addresses on LAN	For customers who require a No-Nat Configuration there is a standard charge of £1 per month per IP address used. As in any subnet, the first IP address is used for the subnet ID and the last for the broadcast ID, the number of usable IP addresses is therefore below. Note that a usable IP address is defined as that available to be used for any router or device including the Spitfire or customer supplied main router. Therefore the monthly charge and the number of usable IP addresses is as follows: /30: £4 per month: 2 usable IP Addresses /29: £8 per month: 6 usable IP Addresses /28: £16 per month: 14 usable IP Addresses			Please mark which you require: /30: £4 pm /29: £8 pm /28 : £16 pm
	Will you be returning existing IP address space? If so please state addresses being returned.		YES / NO
	What equipment will be used and how will it use the requested address space? Example below: Equipment-name: Firewall Manufacturer-name: Cisco Model: ASA 5505 Quantity: 1 IP address Please continue on separate sheet if necessary		Equipment-name: Manufacturer-name: Model: Quantity:
			Equipment-name: Manufacturer-name: Model: Quantity:
			Equipment-name: Manufacturer-name: Model: Quantity:

10. IP ADDRESSES – IPv6

Do you require an IPv6 Address?

Yes / No

11. DOMAIN/EMAIL/WEB HOSTING

Do you currently have your domain names/ hosted system with spitfire? If yes please complete supplementary form on page 8 (Sections B1 – B5).

Yes / No

12. TERMS & CONDITIONS

• 
  The above information may be used for credit checking purposes.
  
• 
  ADSL2+ speed can vary & can be unreliable for the first 10 days, please see page 5.
  
• 
  The quoted ADSL services are intended for fast, high quality provision of internet access and email for business use and are subject to Spitfire’s Fair Usage Policy.
  
• 
  All Orders are subject to Spitfire’s full terms and conditions, available on our website: www.spitfire.co.uk under Service Level Agreements, ISP Services.
  
• 
  If in Spitfire's opinion usage is not normal business use, customer will receive 1 months notice to reduce traffic levels and/or alter usage to what in our opinion would constitute normal business use.
  
• 
  If traffic profile is not acceptable or usage moderated at the end of this period, Spitfire will throttle usage to an acceptable level.
  
• 
  Goods remain the property of Spitfire Network Services until paid for in full.
  
• 
  Payment Terms - Monthly in advance. Rentals will be invoiced and paid in advance of the service period. Direct debit payment for your monthly invoice will be taken on or after the 5^th last working day of the calendar month of invoicing.
  
• 
  Minimum term 24 months, with 1 months notice required for cancellation thereafter.
  
• 
  If Primary circuit is ceased within minimum term the customer will be liable for 50% of outstanding charges due over the remainder of the minimum period. These charges will be payable immediately.
  
• 
  If the Primary circuit is ceased at any stage, the corresponding Back up circuit will also be ceased unless the customer requests the Back up circuit is upgraded to a normal circuit. If the customer requests a back up circuit is upgraded, standard circuit pricing will apply and a new contract will incept. New contract terms will apply except there will be no connection charges and a new minimum period of 1 month will apply.
  
• 
  Please note that the free back up circuit will be charged at the normal price for a standard circuit (£29.00 per month for ADSL2+ Standard) with an equivalent credit to bring the cost down to zero.
  
• 
  All prices subject to VAT.
  
  
  

Please note a Cease Charge of £39.00 will be applied to your final invoice when you cease the circuit. Please note this charge does not apply to circuits that are migrated to another supplier.

13. CONFIRMATION

Please arrange for ADSL to be installed as per the above order. I acknowledge that the above details are correct. I understand that any changes to the above will incur extra charges.

It is the responsibility of the end user to cease any circuits or services, which become redundant as a result of the provision of the new ISP services provided by Spitfire.

Customer authorised signature: ………………………………………… Date: ………………………………………………………. Customer name (please print): …………………………………………. Position: ………………………………………………….

Please note the above information may be used for credit checking purposes. In addition we may ask for further information if required.

ADSL2+ information sheet – please read
Product Types

Spitfire offers ADSL2+ using BTW (BT Wholesale) and LLU (Local Loop Unbundled) networks as this allows us to offer ADSL2+ across a much larger geographical footprint and with a wider product range than using BT Wholesale alone. The product types and speed which we provide depend upon which network is available at your local exchange as follows:

ADSL2+ Standard is a home user or very small business product. It allows up to 24Mb downstream and 448Kb upstream.
ADSL2+ Premium is a business quality product designed to be shared over a network. It allows up to 24Mb downstream and 1.2Mb upstream and is available on both BTW and LLU enabled exchanges. In addition traffic on ADSL2+ Premium is weighted preferentially over ADSL2+ Standard so will provide higher throughput at busy times.
ADSL Annex M Standard and Business is designed to provide higher upstream bandwidth for those businesses which need to send larger amounts of data. It allows up to 16Mb downstream and 2.5Mb upstream, i.e. it can provide significantly more upstream performance than conventional ADSL2+ at a small cost to downstream bandwidth. ADSL Annex M Standard is only available via LLU, not via BTW.
ADSL Annex M Premium is similar to ADSL Annex M Standard/Business but in addition to offering bandwidth of up to 16Mb down and 2.5Mb upstream it also offers a guarantee of 1Mb minimum throughout (both up and down) with guarantees covering latency, packet-loss and jitter thereby making it suitable for real time applications such as VoIP.

Variable Speed

It is important to note that these are maximum speeds and are very dependent on distance and line quality, with a rapid decrease in speed as the distance to the exchange increases. In addition the speed achieved may be liable to change over time if line quality improves or deteriorates. Most users will not be able to achieve the speeds mentioned above as you need to be within 500m of your telephone exchange using perfect cable. Some users may find their speed is no better than was available using standard ADSL MAX, and in very rare instances may even be reduced when compared to fixed bandwidth ADSL.

Due to this variable line speed our charges for ADSL2+ Standard and Premium are identical to ADSL Max.
First 10 days: Training period

Note that the circuit trains itself in the first 10 days to support the fastest possible reliable bandwidth. During this time, speeds will vary and the router may need to be rebooted at times.
When the service is first connected the line will be monitored and set at a speed which will be sustainable, called the stable line rate. Until this is completed we will not be able to tell you what speed you will actually receive. The line is constantly monitored and if there are any errors the line speed will be adjusted at a lower speed (this is referred to as a ‘retrain’).
If a fault occurs this may mean that your internet connection retrains to a much lower speed, rather than stopping entirely. If your line speeds drops below a certain level compared to the Stable Line Rate we are able to report a fault through to our wholesale providers.
DOMAIN, EMAIL & WEB Supplementary Information

B1. DOMAIN NAMES

One off charges: Managed domain name registration: £50.00 for .com domains & £25.00 for .co.uk domains. (Registration fees apply for 2 years). Managed domain name transfer: £50.00 Monthly Rental: £2.00 per domain pm.

Would you like Spitfire to host your Domain name(s)?

Yes / No

Please note that you will be sent a renewal notice by your International Registrar for any international domain (i.e. .coms) two years after registration. If you wish to keep the domain(s), you must pay them directly. We will continue to host the domains & provide any associated services.

Domain/s to be transferred:
Domain/s to be registered:

Spitfire recommends that domain names are transferred or registered after a DSL has been migrated or connected. If commencement of a domain transfer or registration is required to start immediately, please tick your requirement below:

PLEASE TRANSFER OR REGISTER OUR DOMAIN NAME ASAP

PLEASE WAIT UNTIL ADSL CONNECTED / MIGRATED

NB Not all ISPs will allow you to transfer your domain name and some may charge you to transfer a domain name to another Internet Service Provider.
B2. E-MAIL

Please tick which option is required:

POP3/IMAP (Please list below) 50p per mail box per month	SMTP (please advise IP address if known) £5.00 per month	N/a
If POP3 E-Mail Please list required addresses, i.e. bob@yourdomain.com or bob@spitfireuk.net

B3. ANTI-VIRUS AND SPAM FILTERING

Please tick the relevant box if you require our Spam Filtering Service and/or Anti-Virus service:

Type of Filtering	SMTP Mail Feed	POP3/IMAP – per mailbox
Spam Filtering	£5.00 per month	50p per month
Anti-Virus and Spam Filtering	Up to 20 users: £25.00 per month Up to 50 users: £50.00 per month	£2.00 per month

B4. WEBSITE DETAILS (PLEASE SELECT ONE OF THE FOLLOWING)

Do you have a website?	Yes / No
Would you like Spitfire to host your website? £5.00 per 50 MB pm. £1.00 per additional 10MB required pm?	Yes / No
If web site is hosted elsewhere please provide either an IP address or a hostname for the site:

B5. REGISTRANT DETAILS FOR DOMAIN TRANSFERS

Where the registrant / current domain host contact details differ from those of the customer, please confirm the following:

Name of Company who own and host the domain:
Company Contact:	Contact Tel. No:
Contact Fax No:	Contact Email Address:
Name of Current ISP (if known):	User name & password for ISP hosting the domain – e.g. control panel access (if known):

LONDON: THE PRINTWORKS, 139 CLAPHAM ROAD, LONDON, SW9 0HP* TEL: 020 7501 3150 * FAX: 020 7501 3151

MIDLANDS: 40 THE BUSINESS CENTRE, EDWARD STREET, REDDITCH, B97 6HA * TEL: 0121 348 7700 * FAX: 0121 348 7701

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