ISP PREMIER MAINTENANCE SERVICE
Service Description: The service offering is limited to Wholesale ISPs that purchase Infospeed
and BTAS service from Frontier. ISPs that subscribe to the ISP Premier Maintenance Service will
receive the following daily services from their Premier Team in the MCO (Maintenance Control
Office): 1.) Organization 2.) Tracking and 3). Reporting status to the Premier Maintenance ISP
subscriber during the normal hours of operation of the MCO. The Premier Team operates
Monday – Saturday 5am – 6pm Pacific time ( 8am – 9pm ET) and Sunday 5am – 4:30pm Pacific
time (8am – 7:30pm ET). Charges shown in Exhibit A apply. The ISP must sign and submit to
Frontier the Subscription Form shown as Exhibit B.
ISP Premier Maintenance Service provides and is limited to the following services:
1.
2.
3.
4.
5.
MCO Premier Team assigned to the ISP’s account.
Daily status updates on trouble tickets.
End of day e-mail status report on trouble tickets daily.
ISP is eligible to purchase “Escalation Service”.
ISP is eligible to purchase regularly scheduled manager attended conference calls.
Escalation Service:
1. $175.00 per Escalation Service.
2. One Escalation Service purchase addresses one trouble ticket.
3. Is “Pay for Play” Service. Escalation Service is offered at Frontier’s discretion. If
Frontier cannot accommodate an Escalation Service request for any reason including
requests made during a critical outage, storm damage and/or any other reason,
there is no requirement to do so and no charge.
4. ISP must subscribe to ISP Premier Maintenance Service to be eligible to purchase
Escalation Service.
Scheduled Manager Attended Conference Calls:
1. $250.00 per 1 hour Conference Call.
2. Schedule to be approved by the Manager.
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Term of Subscription: The term of subscription to the ISP Premier Maintenance Service will
commence on the Enrollment Date and expire on the Expiration Date set forth within the ISP
Premier Maintenance Subscription form, unless earlier terminated in accordance with the
terms therein. This Subscription will automatically renew for a like term on the Expiration Date,
provided, however, that if Frontier is unable to provide coverage or if charges for ISP Premier
Maintenance Services change, Frontier will give Customer sixty (60) days written notice of same
and Customer will notify Frontier, in writing at least thirty (30) days prior to the Expiration Date,
of Customer’s intent to terminate this subscription to the ISP Premier Maintenance Service.
Payment: Payments due from Customer to Frontier hereunder will be made within ten (10)
days from date of Frontier’s invoice. In the event payment is not made within thirty (30) days
of date of Frontier’s invoice, Frontier will not be obligated to further perform hereunder. All
past due payments may bear interest at the rate of 1.5% per month (or the maximum allowed
by applicable law, if lower). Rates for the ISP Premier Maintenance Service are listed in the Rate
Schedule included here as Exhibit A.
Tier Review – A review will be conducted as necessary to determine Tier changes. If the Tier
changes the ISP will be requested to submit a new revised subscription application and the rate
will be adjusted to the new Tier.
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Exhibit A
ISP Premier Maintenance Service Rate Schedule
One-time Non-Refundable Annual Charge
TIER
NUMBER OF DSL LINES
ONE-TIME ANNUAL
CHARGE
TIER 1
UP TO 400
$2000.00
TIER 2
401-1000
$2500.00
TIER 3
1001-3000
$3500.00
TIER 4
3001-5000
$4500.00
TIER 5
5001-7000
$5500.00
TIER 6
OVER 7000
$6500.00
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Exhibit B
ISP PREMIER MAINTENANCE SERVICE SUBSCRIPTION FORM
1.
Reason For Issue: Place an “X” where applicable.
A.
2.
Initiate a New ISP Premier Maintenance Service Plan
____ B.
Tier Review/Adjustment
____ C.
Renew ISP Premier Maintenance Service Plan
____ D.
Other, please specify____________________________
Customer Name:
________________________________________
Address:
City/State/Zip:
3.
Customer Initiator Contact:
__________________
Phone:
Email Address:
4.
Customer Billing Name/Address (if different from above):
Billing Contact Name:
Phone:
Email Address:
Address:
City/State/Zip
5.
Frontier Account Manager:
6.
ISP Premier Maintenance Plan Term requested: 1YR ____
9.
ISP Premier Maintenance Plan Line Volume Annual Price Tier -
10.
Phone:
2YR ____
3YR ____
_____ Tier 1 – Up to 400 lines $2,000
_____ Tier 2 – 401 - 1000 lines $2,500
_____ Tier 3 – 1001 - 3000 lines $3,500
_____ Tier 4 – 3001 - 5000 lines $4,500
_____ Tier 5 – Up to 5001-7000 $5,500
_____ Tier 6 – Over 7000 lines $6,500
ISP Premier Maintenance Plan Enrollment Date: _______________
ISP Premier Maintenance Plan Expiration Date: ________________
11.
Customer Signature: ________________________________________ Date: _______________
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