Valid until 30th June 2015
1. CUSTOMER DETAILS
Partner Name:(as per your bank account name including LTD/LLP/PLC etc)
Business/Customer Type:
Please confirm as appropriate / Limited Company / *Partnership
*Sole Trader / Residential
Customer Name:
Installation Address:
(Include company name if different to above)
Billing Address if Installation Address is different: /
On-Site Contact:
On-site Telephone Number:
On-site 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/In house contact) / Name of IT support company:
Contact Name:
Mobile Number:
Email Address:
** Please confirm which contact/s should receive email confirmation of DSL live date / connection details: / 1.
2.
3. SERVICE REQUIREMENT - Please circle the box/s to indicate the service required (+VAT) N.B. Premium circuits provide better performance at busy times and are more suitable for connecting to a business network Please see VDSL info attached sheet – page 7
Service / Connection / Monthly Rental and monthly Usage allowance50GB / 75GB / 100GB / 200GB / Unlimited Normal Business Usage
VDSL 40/2 Standard
(Up to 40Mb down, 2Mb up)
BTW Only / £80.00 / £19.00
VDSL 40/2 Premium
(Up to 40Mb down, 2Mb up)
BTW Only / £80.00
£0.00 /
£22.00
VDSL 40/10 Standard
(15-40Mb down, up to 10Mb up)
BTW Only / £80.00 / £20.00
VDSL 40/10 Standard
(15-40Mb down, up to 10Mb up)
BTW Only / £80.00
£0.00 / £24.00 / £26.00
VDSL 40/10 Premium
(15-40Mb down, up to 10Mb up)
BTW Only / £80.00
£0.00 / £34.00 / £43.00
VDSL 80/20 Standard
(up to 80Mb down, up to 20Mb up)
BTW Only / £80.00
£0.00 / £22.00 / £26.00 / £28.00
VDSL 80/20 Premium
(up to 80mb down, up to 20Mb up)
BTW Only / £80.00
£0.00 / £34.00 / £41.00 / £43.00
* Subject to Fair Usage Policy
‘‘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.
4.BACK UP ADSL CIRCUIT
Please note that target repair time for all BT Wholesale derived VDSL2 circuits, regardless of Internet Service Provider is 40 Clock Hours and unfortunately some repairs take much longer. If being without this VDSL2 circuit for this length of time will seriously affect your business we STRONGLY RECOMMEND that you install a back up circuit. Spitfire offer a Free Back up circuit for all VDSL Premium circuits costing more than £49.00 on a 24 month contract and for standard circuits we offer an ADSL2+ Premium Back up circuit for a cost of £10.00 per month or an ADSL2+ Standard at a cost of £7.00 per month, with a £50.00 one off installation cost (router available for £29.00).
If you require a Back Up ADSL Circuit please indicate this below.
If you DO NOT require a Back up circuit please sign the disclaimer below.
(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)
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:
……………………………………………….
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.
Do you require Plus or Premium Support?
please discuss the right support option with your account manager / Plus Support
£10.00 per month / Premium Support
£20.00 per month
5.MIGRATION AND CIRCUIT UPGRADES:
Primary Circuit / Back Up CircuitMIGRATION ‘MAC’ CODE:
If you are Migrating your existing ADSL
please obtain this from your existing ISP
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:
VDSL to VDSL regrades incur a one off £10.00 charge. / Are you regrading from
a VDSL TO VDSL?
/
Yes / No
6. 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
7. TOTAL CARE
Standard Care - 40 Clock Hour target clear time.
Total Care - 20 Clock Hour target clear time.
Total Care Plus - 7 Clock Hour target 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
ContactName:
Mobile
Number:
8. TELEPHONE LINE *Please note that this line will be blocked from making calls.
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 MonthDo you need a new analogue line installed?
Spitfire will order the analogue line which is normally installed within 2-4 weeks but can take longer. Once the line is installed we will order the ADSL which will normally be live within 5-10 working days later.
Missed Appointments are charged at £100.00. Spitfire must give Openreach 48 hours notice or more when changing or cancelling appointments.
/Yes / No
Installation: £99.00Standard line rental is £10.00 plus £1.50 for Service Level 2 per month /
Yes / No
Installation: £99.00Standard 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 MonthSL3 - £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
Analogue line Expedite: One off charge of £185.00. /Yes / No
9. ROUTER
Service / Primary Circuit / Back Up CircuitDo you require Spitfire to provide a Managed Router?
N.B Technicolor TG582n Router: suitable for light usage on 40/2 & 40/10 service only.
Please indicate your preference. / Technicolor TG799n Router: Free (on 80/20 circuits 75GB or more).
Yes / No
OR
Technicolor TG582n Router: Free (on 40/2 & 40/10 Services 75GB or more)
Yes / No
/ Technicolor TG582n Router: £29.00 or Free if primary circuit costs £49.00 per month or more.
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.
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:
10. SECURITY LEVEL
Please tick your choice of security level. If opting for password protection, please confirm a choice of password.
Password ProtectionPassword: / 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.
11. IP ADDRESSES -IPv4
If you require IPv4 please complete the following section
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 -NATq 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 addressis 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 choose 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 or submit a RIPE-584 request providing network description and diagrams:
http://www.ripe.net/ripe/docs/ripe-488.html
The RIPE-488 form has now been replaced by RIPE-584 form / Equipment-name:
Manufacturer-name:
Model:
Quantity:
Equipment-name:
Manufacturer-name:
Model:
Quantity:
Equipment-name:
Manufacturer-name:
Model:
Quantity:
12. IP ADDRESSES – IPv6