Isp Order Form

ADSL Max Order Form 24 Month Contract (All Options)

Valid until 31/03/2017 Connection / Migration 1. CUSTOMER DETAILS

Customer Name: (as per your bank account name including LTD/LLP/PLC etc) Business/Customer Type: Limited Company *Partnership Please confirm as appropriate *Sole Trader Residential

Installation Address: (Include company name if different to above)

Billing Address if Installation Address is different:

On-Site Contact:

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

Name of IT support company:

Contact Name:

IT support company details: (IT support company/In house contact) Telephone Number:

Email Address:

** Please confirm which contact/s should 1. receive email confirmation of DSL live date / connection details: 2.

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 Page 1 of 11 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 8 Service Migration Connection Monthly Rental and monthly Usage allowance (24/7) 50GB 75GB 100GB 200GB Unlimited (FOC on 100GB normal or more.) Business usage ADSL MAX Standard (Up to 8Mb down,448 Kb up) BTW FOC £50.00 £15.00 £18.00

ADSL MAX Standard (Up to 8Mb down,448 Kb up) BTW FOC £50.00 £22.00 £29.00 £0.00 ADSL MAX Premium (Up to 8Mb down,832 Kb up) £50.00 BTW FOC £0.00 £35.00 £39.00 £49.00

‘‘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.

4.BACK UP ADSL CIRCUIT Please note that target repair time for all BT Wholesale derived ADSL circuits, regardless of Internet Service Provider is 40 Clock Hours and unfortunately some repairs take much longer. If being without this ADSL 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 ADSL Premium or Annex M circuits on a 24 month contract and for standard circuits we offer an ADSL Premium Back up circuit for a cost of £10.00 per month or an ADSL Max 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.

Please circle No Back Chargeable – ADSL2+ Free Back up circuit (only for required Back Up Up Circuit Standard primary circuits costing £49.00 per option Required (ADSL 2+ Standard Back Up Circuit / month or more) £50.00 Connection / £29.00 Router / (ADSL 2+ Standard Back Up Circuit / £7.00 per month) Free Connection / Free Router / Free per month) If you do not require a Back Up ADSL Circuit please sign Signature: 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: ……………………………………………….

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

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 Page 2 of 11 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? Plus Support Premium Support please discuss the right support option with your £10.00 per month £20.00 per month account manager

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

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. Yes / No * 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

7. TOTAL CARE Please Circle your chosen Care Which Fault Repair Level do you require on the ADSL circuit? Level Standard Care - £0.00 Standard Care - 40 Clock Hour target repair clear time. Total Care - 20 Clock Hour target repair clear time. Total Care - £9.20 Total Care Plus - 7 Clock Hour target repair clear time. Total Care Plus - £11.50

Total Care requires 24/7 customer contact and site access. Contact Please provide an out of hours contact name and number. Name: Please note if you don’t select a Care Level Standard Care will automatically be applied Mobile Number:

Analogue line Expedite: One off charge of £185.00. Yes / No

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 Page 3 of 11 8. TELEPHONE LINE

Service Primary Circuit Back Up Circuit

Existing BT analogue line numbers to be used for ADSL: Tel No: Tel No: This line must be a single analogue BT line (not part of a multi line group), presented on a standard BT socket: Would you like Spitfire to take over this phone Yes / No Yes / No line? This ensures top level support & faster faults diagnostics. Standard line rental is £10.00 Standard line rental is 10.00 plus £1.50 for Service plus £1.50 for Service Level 2 per Month 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. Yes / No Yes / No Simultaneous provides have an approximate 90% success Installation: £99.00 Installation: £99.00 rate, but if they fail, the ADSL will normally be live 7 working days after the line has been installed. Standard line rental is Standard line rental is £10.00 plus £1.50 for £10.00 plus £1.50 for Missed Appointments are charged at £100.00. Spitfire Service Level 2 per month Service Level 2 per month must give Openreach 48 hours notice or more when changing or cancelling appointments.

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 Circle your chosen Service Level Please Circle your chosen PLEASE NOTE WE STRONGLY RECOMMEND SERVICE Service Level LEVEL 2 OR BETTER FOR BUSINESS USE. SL1 - £0.00 per Month Service Level 2: End of Next Working Day, Monday to SL1 - £0.00 per Month Saturday excluding Public and Bank Holidays. This is the default unless otherwise indicated SL3 - £4.50 per SL3 - £4.50 per Month Month Service Level 3: End of Next Half Working, Monday to SL4 - £5.50 per Month Sunday including Public Holidays. Please note engineers SL4 - £5.50 per Month 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

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 Page 4 of 11 9. ROUTER

Service Primary Circuit Back Up Circuit

Do you require Spitfire to provide a Managed Technicolor TG582n Technicolor TG582n Router? Router: Free on all circuits Router: £29.00 or Free if Technicolor TG582n Router: suitable for normal 100GB or more. primary circuit costs usage. £49.00 per month or more. Cisco 887 VA-M Router: suitable for 2+, Max & Annex M; for more intensive use & provides better fault tolerance & fault monitoring. Yes / No Yes / No Please indicate your preference.

Cisco 887M router: Cisco 887M router: £295.00 £295.00 Yes / No 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 Contact Name: person who will accept delivery of the Router’s: Contact Number:

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

Password Protection 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: 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.

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 Page 5 of 11 11. 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 Yes No configuration? Please note that port forwards on old Spitfire managed routers will NOT be automatically configured on any new routers.

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 Spitfire Managed Router Defaults:  LAN router IP address is 10.0.0.254/24  DHCP is turned ON 1 public static  The DHCP scope is 10.0.0.1 – 10.0.0.253 IP address,  NO port forwards are enabled. 253 Private IP To instruct us otherwise please choose and tick from the options below: addresses on q Disable DHCP LAN q My own choice of private IP addresses to be q Port forwarding: used: Port number IP address 25 Router IP address other (please advise)

IP address range to be served by DHCP.

q No- NAT For customers who require a No-Nat Configuration there is a standard charge of £1 Please per month per IP address used. choose which you Public IP As in any subnet, the first IP address is used for the subnet ID and the last for the require: addresses on broadcast ID, the number of usable IP addresses is therefore below. Note that a LAN usable IP address is defined as that available to be used for any router or device /30: £4 pm 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 pm /29: £8 per month: 6 usable IP Addresses /28: £16 per month: 14 usable IP Addresses /28 : £16 pm Will you be returning existing IP address YES / NO space? If so please state addresses being returned.

What equipment will be used and how will it Equipment-name: use the requested address space? Manufacturer-name: Example below: Model: Equipment-name: Firewall Quantity: Manufacturer-name: Cisco Equipment-name: Model: ASA 5505 Manufacturer-name: Quantity: 1 IP address Model: Please continue on separate sheet if necessary Quantity:

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 Page 6 of 11 Equipment-name: Manufacturer-name: Model: Quantity:

12. IP ADDRESSES – IPv6

Yes / No Do you require an IPv6 Address?

13. DOMAIN/EMAIL/WEB HOSTING

Do you currently have your domain names/ hosted system with Yes / No spitfire? If yes please complete supplementary form on page 9 (Sections B1 – B5).

14. TERMS & CONDITIONS

o The above information may be used for credit checking purposes. o ADSL2+ speed can vary & can be unreliable for the first 10 days, please see page 5. o 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. o 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. o All services regardless of usage caps are subject to being used for ‘normal business usage’. o 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. o If traffic profile is not acceptable or usage moderated at the end of this period, Spitfire will throttle usage to an acceptable level.. o Unless otherwise indicated all usage caps are on a total monthly usage basis. o Please note usage cap is based on 24/7 calendar month usage. o Goods remain the property of Spitfire Network Services until paid for in full. o 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 5th last working day of the calendar month of invoicing. o Minimum term 24 months with 1 months notice required for cancellation thereafter. o 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. o 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. o 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. o 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.

15. CONFIRMATION Please arrange for ADSL2+ 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.

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 Page 7 of 11 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

ADSL Max information sheet

ADSL Max allows speeds of up to 8Mb downstream and 832Kb upstream. Please note these are maximum speeds and are very dependant on distance and line quality. Most users will not be able to achieve these speeds 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, and in very rare instances may even be reduced.

The exact speed achieved depends on individual circumstances and may be liable to change over time if line quality improves or deteriorates. 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 errors (retrains) the line speed will be adjusted at a lower speed.

Note that the circuit trains itself in the first 10 days. During this time, speeds will vary and the router may need to be rebooted at times.

ADSL Max comes in two versions, Standard and Premium. Standard is a home user product, with Premium being a business quality product. The main differences are:

 Premium has an upstream speed of 832Kb whereas Standard is limited to 448Kb.  Premium has priority over Standard within the BT network; performance is likely to be better during busy times.

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 BT and Openreach who will investigate.

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 Page 8 of 11 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 SMTP (Please list below) (please advise IP address if known) N/a 50p per mail box per month £5.00 per month

If POP3 E-Mail Please list required addresses, i.e. [email protected] or [email protected]

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 £2.00 per month Up to 50 users: £50.00 per month

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 Page 9 of 11 B4. WEBSITE DETAILS (PLEASE SELECT ONE OF THE FOLLOWING) Do you have a website? Yes / No

Would you like Spitfire to host your website? Yes / No £5.00 per 50 MB pm. £1.00 per additional 10MB required pm?

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:

User name & password for ISP hosting the Name of Current ISP(if known): 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 Page 10 of 11 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 Page 11 of 11