MILLENNIUM NETWORKS, INC.
 

 

2008-2009 Millennium Networks’ 1603 SONET &

1630 and 1631 DACS CTAC COOP Program

I. Executive Summary

Millennium Networks/KCI is pleased to offer this 2008-2009 Millennium Networks/KCI Technical Assistance (CTAC) COOP Support Program. This proposal, hereafter, contains the required details to provide our Customers and Millennium Networks with a precise listing of equipment and agreed scope of services.

The below services shall be included in the following Millennium Networks/KCI CTAC COOP Network Service Program. Unless otherwise agreed, these items shall represent the full scope of services provided by this agreement:

Customer Technical Assistance Center (CTAC)

Network level support includes Millennium Networks/KCI Customer Technical Assistance Center, providing our Customers product specific expertise 24 hours a day, 7 days a week, 365 days a year.  This technical resource offers defined paths of escalation as well as engineering resources at your disposal.

Millennium Networks/KCI is devoted to the success of all our customers; this CTAC COOP Support Program is a means of ensuring that success for both the operating company, as well as the vendor.  To that end, we are looking forward to working with you in this endeavor.

The Millennium Networks/KCI CTAC COOP Program removes the risk of not having a service contract.  Without a services agreement you would have to pay hourly rates at a minimum of $600 times 4 hours minimum equals $2400 per Technical Assistance Call.  And, an additional $600 per hour until resolved if it takes longer than four hours.  Each Millennium Networks/KCI CTAC “Call” is based on Incident resolution not an hourly rate.  So you pay only $1000 per call no matter how long it takes to help you and to resolve the problem.  We have the very best x-Alcatel engineers providing the same support for much less on the 1603s.  The 1631 LMC/SMC/1630 techs with us have 10+ years of experience with a lab of the equipment for more difficult situations. Repair & Return capabilities for the 1603-1631 LMC/SMC-1630 are optionally available and quoted separately.

We at Millennium Networks appreciate your business and look forward to fostering a strong relationship with you as we strive to meet and exceed the service needs of your network.

 

 

 

Millennium Networks, Inc.

Rick Sommers

II. MILLENNIUM NETWORKS/kci CTAC SERVICE SUPPORT PACKAGE

FOR ALCATEL 1603-1631 LMC/SMC-1630 PRODUCTS

CUSTOMER TECHNICAL ASSISTANCE CENTER (CTAC)

Millennium Networks, Inc. and KCI, LLC are pleased to offer this MILLENNIUM NETWORKS/KCI Customer Technical Assistance Center (CTAC) Services Support Package for Alcatel 1603-1631 LMC/SMC SMC/LMC-1630 products.  This CTAC Support Package has been prepared to provide technical assistance services designed specifically to support customers that have purchased ALCATEL 1603-1631 LMC/SMC-1630 products and are engaged in the operation of a network in which these products operate. Millennium Networks provides a wide range of operations and maintenance support services in order to keep our customers’ networks functioning at peak efficiency.  The Customer Technical Assistance Center is the single source for both emergency and routine remote troubleshooting assistance for ALCATEL SONET products.

Normal access will be through the Millennium Networks Customer Service Center at the following telephone number: 951-776-0591.  Once a Service Level Agreement has been executed by said parties, customers need only to call the Millennium Networks Customer Service Center where the call for assistance will be routed to a CTAC Engineer.

 

Term

This proposal covers incidents (calls) into CTAC for technical support provided to by Millennium Networks, for the period of (12) Months from date of contract execution inclusive for the products listed in Section IV, “SITE LISTING”.  When the number of calls purchased for assistance has been exhausted, this CTAC Service Level Agreement may be amended for additional calls as stated herein, or terminated.  If terminated, will owe Millennium Networks the balance of any payments due, and calls into the CTAC will be billed on a transactional basis, described herein.  Renewal of the contract within thirty (30) days of expiration will be retroactive and will cover the services rendered during the interim period.  Otherwise, will be charged the non-discounted transactional hourly rates for technical support after receipt of a valid Purchase Order.  Negligence to pay these or other charges may result in termination of technical assistance for the Millennium Networks products covered by this contract.

Coverage and Service Level

The following are covered by this agreement:

 

 

The following are not covered by this agreement:

 

 

Emergency After-hours Telephone Support

Emergency after-hours telephone support is available through our Customer Service Center by calling 951-776-0591with reference to Millennium Networks, Inc. and Contract # PL-060502 and providing the Customer Service Representative with the appropriate contact, product, and situational information.  The CSR will route your trouble ticket to the proper on-call emergency support engineer.  A service emergency is defined as a traffic outage of a previously installed revenue-bearing circuit or loss of network visibility by the customer Network Operations Center (NOC).  A service emergency does not include equipment not providing commercial service (e.g. labs, demonstrations, new systems being cut over, etc.).

Non-Emergency After-hours Telephone Support

After-hours telephone support to address non-emergency issues is best served when adequate documentation and resources are planned to address these issues.  For this reason, we require to prearrange these services with Technical Assistance Center management.  Non-emergency after-hours assistance is defined as installation turn-ups, application questions, traffic cut-over, or routine maintenance.  Unless prior arrangements have been made, non-emergency after-hours calls will be deferred to the next business day.

 

Customer Technical Assistance Center (CTAC) Service Rates

With the execution of this Agreement, will be given call access into the CTAC.  If during the period of this Agreement those calls are exhausted, the Agreement may be amended at option for additional calls.  This Agreement will be valid for the entire term of the contract as stated herein.  Should choose not to amend the Agreement for additional calls, the Agreement will be terminated.  Further calls into the CTAC will be billed at the non-discounted transactional rate of $600 per hour with a minimum of four (4) hours per call.  A Purchase Order will be required for CTAC Services without a Service Level Agreement.  Hourly prices, for customers that do not have a Service Level Agreement in force, are subject to change without notice.

Invoicing

At the beginning of each contract period covered by the Agreement, Millennium Networks will invoice for the contract amount and payment terms “DUE UPON RECEIPT OF INVOICE”.  Millennium Networks will notify (60) sixty days prior to contract expiration.  At that point, a contract amendment will be extended and will remain valid for thirty (30) days after contract expiration.  The contract will be amended for an additional (12) Months upon receipt of a valid purchase order from for the full amount of the additional calls, and will then be billed for the entire amount of the additional calls.  If this Agreement is not renewed, and after 100% of the contracted calls have been exhausted will be invoiced for calls to the CTAC at the then current non-discounted transactional rates.

Limitations

This proposal is based on the current North American presence of and does not include future affiliates.  Future affiliates can be added by «Company», but the increased call volume could likely result in the accelerated use of the contracted calls.

 III. Pricing

 The Millennium Networks/KCI CTAC COOP Program with Millennium Networks removes the risk of not having a service contract.  Each Customer Technical Assistance “Call” Incident purchased is based on Incident resolution and is not limited by time per “Call” Incident to resolve.

 

PL-060502-COOP-WC

CTAC with 5 CALLS

$5,000

 

PRICING NOTES

·         This Proposal is valid for 30 days from the date shown at the bottom of the page.

·         This Proposal is valid for the sites listed in Section IV, ''SITE LISTING''.

·         The Services proposed herein are for the term starting ______________________________________.

·         may add or delete sites for coverage during the term of this support agreement. Adjustments to compensate for pro-rated additions or deletions will be made annually.  Should elect not to renew this agreement following additions or deletions, Millennium Networks will submit an invoice for the pro-rated amount due.

·         Millennium Networks requires thirty (30) days advance written notice of any site deletions or additions to this Service Support Package.

·         This proposal is predicated on mutual agreement and execution of the attached Millennium Networks Services Agreement.  Any Purchase Order (P.O.) issued byresulting from this Proposal that contains additional or conflicting terms shall be superseded and replaced by the attached Agreement.

·         Millennium Networks requests that provide a valid P.O. acceptable to Millennium Networks for invoice referencing purposes.

·         A valid P.O. will contain the following information: