DUALSTREAM® LLU SDSL
Order Form
Valid until 30th September 2015
Please note: There is a lead time of up to 5 weeks on LLU SDSL
1. CUSTOMER DETAILS
Customer Name:
(as per your bank account name including
LTD/LLP/PLC etc)
Business Type:
Please confirm 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:
On-site Mobile Number: (Mandatory)
On-site Landline Number:
Please do not provide a 0845 / 0870 on-site
number.
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:
IT support company details:
(IT support company/In house contact)
Contact Name:
Mobile Number:
Email Address:
** Please confirm which contact/s should receive email confirmation of DSL
live date / connection details:
1.
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 9
3. DUALSTREAM M SERVICE REQUIREMENT – Please circle the
box to indicate the service required – MISSED APPOINTMENTS WILL BE CHARGED AT £85.00
(+VAT)
Bandwidth
Connection
Charge
* Monthly
Rental
(Standard
Support)
* Monthly
Rental
(Plus Support)
1:1
1Mb
£200.00
£99.00
£109.00
£119.00
1:1
1.5Mb
£200.00
£104.00
£114.00
£124.00
1:1
2Mb
(Data use)
£200.00
£109.00
£119.00
£129.00
Contention
Ratio
* Monthly
Rental
(Premium
Support)
* 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. INSTALLATION POSITION
Please confirm where you would like the
SDSL to be installed:
Room:
Floor:
5. ROUTERS - Please choose between the Managed service (recommended) or Unmanaged
service:
PLEASE CHOOSE EITHER
OR
Managed Service (Spitfire Supplied Routers)
This option is strongly recommended.
Unmanaged Service (No routers supplied)
DualStream® is normally provided as a managed service
which allows us to manage the routers and provide support
if there are issues with the circuit.
Where customers wish to use their own routers we can
provide a Wires Only service. Please note that we will be
unable to provide any support on routing issues with this
service. We will manage faults with the circuits as normal,
but will not be able to carry out any diagnostic or
programming work that relates to the router. If the line
test proves OK, Spitfire will consider the circuit working
and the fault will be closed.The working of the back up
solution will remain entirely with the client.
Please confirm above whether you wish to use the
DualStream® Managed Service.
If the managed service is required, please confirm
below which router combination you require:
Thomson Speedtouch 605S and Technicolor 582
(4 port Routers): £179.00
Please sign below to confirm your agreement and
understanding of the restrictions in the service we
can provide:
I confirm that I am providing and taking responsibility for
the routers and the operation of the back up solution. I
understand that any engineering time spent rectifying a
fault that does not relate to the core circuit elements will
be chargeable.
SIGNED:
Please confirm delivery address for Routers:
Please confirm the contact name & daytime
number for the person who will accept delivery
of the Routers:
Contact
Name:
Telephone
Number:
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 9
6. DUALSTREAM® ADSL BACK UP CIRCUIT
Spitfire’s DualStream® provides a failover solution that provides the back up ADSL circuit with the same IP addresses as
the primary SDSL circuit. The routers will therefore also have the same IP addresses, but will have different user names and
MAC Addresses. In the majority of network topologies this eliminates the need to make any reconfiguration changes to your
network. In order to effect failover you will need to manually change the connection from the SDSL circuit to the ADSL
circuit. This is available for both NAT and No-NAT network configurations.
The ADSL will be an ADSL2+ if available, configured for maximum stability and to minimise the normal ‘training’ period
when ADSL2+ is first switched on or an ADSL MAX if 2+ is not available.
Please call your Account Manager to discuss network configurations. A data sheet is available which details how
to effect failover.
6.1 Please complete the section below if you wish to migrate an existing ADSL circuit to your
DualStream® Service
Migration: FOC
ISP
Name:
We will install the LLU SDSL prior to arranging transfer of your ADSL. Prior to
transfer you will need to obtain the MAC code from your existing ISP.
If migrating an existing ADSL from another ISP, would you like Spitfire
to take over billing of the analogue line?
Circuit
Type:
Mac
Code:
Yes
/
No
Standard line rental is £10.00 per
Month
Do you wish to regrade an existing Spitfire circuit to be used as your
Spitfire DualStream® Failover solution at zero rental?
Yes
/
No
Circuit No:
6.2 Please complete the section below if you require a new ADSL circuit for your
DualStream® Service
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:
Would you like Spitfire to take over this phone line?
This ensures top level support & faster faults diagnostics.
Tel No:
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 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 6-10 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: £99.00
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 Circle your chosen
Service Level
PLEASE NOTE WE STRONGLY RECOMMEND SERVICE LEVEL 2 OR BETTER FOR
BUSINESS USE.
SL1 - £0.00 per Month
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
SL3 - £4.50 per Month
SL4 - £5.50 per Month
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 3 of 9
Analogue line Expedite: One off charge of £185.00.
Yes
/
No
Please complete the section below if you require the back up ADSL to be connected
before the LLU SDSL. The ADSL will be charged at full price on a pro rata basis until the LLU
SDSL goes live: ADSL2+ Premium if available, otherwise ADSL Max Premium back up = £49.0
pm.
ADSL Back Up required before LLU SDSL provision:
Where a bearer line exists; the ADSL provision will take 5 working days & between
1-3 working days if expedited.
Where a bearer line needs to be installed; the bearer line and ADSL provision will
take app. 10 working days.
Yes
/
No
Please complete the section below if you require an expedite of your Back Up ADSL circuit:
An expedite will endeavour to install your Back Up ADSL service
within 1-3 working days at a one off charge of £140.00.
* Based on best endeavours, can not be guaranteed.
* The expedite charge will apply where an ADSL has been successfully connected
within 5 working days.
* An existing bearer line is required.
Yes
/
No
Yes
/
No
6.3 Please complete the section below in ALL CASES
Do you require TotalCare on the back up ADSL circuit –
4hr response time 24/7 (£9.20 pm)?
* TotalCare Support requires 24/7 customer contact and site access.
Please provide an out of hours contact name and number.
Contact Name:
Mobile Number:
Please note it is your responsibility to ensure that your back up circuit is working effectively. We recommend
regular testing of the circuit and failover mechanism.
7. 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 DualStream LLU SDSL 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 4 of 9
8. IP ADDRESSES
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
 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:
 Disable DHCP
 My own choice of private IP addresses to be
used:
 Port forwarding:
Port number
IP address
25
other (please advise)
Router IP address
IP address range to
be served by DHCP.
 No- NAT
For customers who require a No-Nat Configuration there is a standard charge of £1
per month per IP address used.
Public IP
addresses on
LAN
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
/30: £4 per month:
/29: £8 per month:
/28: £16 per month:
charge and the number of usable IP addresses is as follows:
2 usable IP Addresses
6 usable IP Addresses
14 usable IP Addresses
Please
choose
which you
require:
/30: £4 pm
/29: £8 pm
/28 : £16 pm
YES / NO
Will you be returning existing IP address
space? If so please state addresses being
returned.
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:
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 9
9. DOMAIN/EMAIL/WEB HOSTING
Do you currently have your domain names/ hosted system with
spitfire?
Yes
/
No
If yes please complete supplementary form on page 7 (Sections A1 – A5).
10. TERMS & CONDITIONS
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The above information may be used for credit checking purposes.
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.
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 12 months or 24 months with Free Back up Circuit offer, 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.
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.
11. CONFIRMATION
Please arrange for Spitfire DualStream® 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.
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 9
Supplementary Information
A1. 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.
A2. 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
A3. 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
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 9
A4. 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:
Yes
/
No
A5. 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
Page 8 of 9
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 9