BTW ADSL2+ & Annex M
24 Month Contract
Valid until 30th September 2016
Connection / Migration
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
Name of IT support company:
IT support company details:
(IT support company/In house contact)
Contact Name:
Telephone 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 10
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
Free
£50.00
£0.00
£29.00
£10.00
£20.00
ADSL 2+ Premium
Free
£50.00
£0.00
£49.00
£10.00
£20.00
ADSL Annex M
Standard
Free
£50.00
£0.00
£59.00
£10.0O
£20.00
(Up to 24Mb down, 448Kb
up)
BTW
(Up to 24Mb down, 1.2Mb
up)
BTW
(Up to 16Mb down, 2.5Mb
up)
BTW
‘‘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:
CIRCUIT UPGRADE:
Please list Circuit Number or Contract Number if you
are wishing to upgrade your existing Spitfire Circuit.
Signature:
……………………………………………….
Primary Circuit
Back Up Circuit
Circuit No:
Circuit No:
Contract No:
Contract 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 2 of 10
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
Analogue line Expedite: One off charge of £185.00.
Yes / No
Yes
/
No
5. TELEPHONE LINE
Service
Existing BT analogue line numbers to be used
for ADSL:
Primary Circuit
Tel No:
Back Up Circuit
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
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
Please Circle your chosen
Service Level
Please Circle your chosen
Service Level
SL1 - £0.00 per Month
SL1 - £0.00 per Month
SL3 - £4.50 per Month
SL3 - £4.50 per Month
SL4 - £5.50 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 10
6. TOTAL CARE
Please Circle your chosen Care
Level
Which Fault Repair Level do you require on the ADSL circuit?
Standard Care - £0.00
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 - £9.20
Total Care Plus - £11.50
Contact
Name:
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
Mobile
Number:
7. ROUTER
Service
Primary Circuit
Do you require Spitfire to provide a Managed
Router?
Technicolor TG582n
Router: Free
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.
Yes /
Back Up Circuit
Technicolor TG582n
Router: £29.00 or
Free if primary circuit
costs £49.00 per month
or more.
No
Yes /
No
Please indicate your preference.
Cisco 887M router:
£295.00
Yes
/
No
Please confirm if you would like your router to be configured for wireless use:
Cisco 887M router:
£295.00
Yes
/
No
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:
Fax Only Protection
No Security
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.
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.
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 4 of 10
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
No
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
Spitfire Managed Router Defaults:
1 public static
IP address,
253 Private IP
addresses on
LAN
To instruct us otherwise please choose and tick from the options below:




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.
 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
mark
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 10
10. IP ADDRESSES – IPv6
Do you require an IPv6 Address?
Yes
/
No
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).
12. TERMS & CONDITIONS
o
o
o
o
o
o
o
o
o
o
o
o
o
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.
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 10
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.
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 10
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.
[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
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 10
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?
Would you like Spitfire to host your website?
£5.00 per 50 MB pm. £1.00 per additional 10MB required pm?
Yes
/
No
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
Page 9 of 10
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 10