crocker communications response to town of …...rfi overview the isp/no shall provide all labor,...

CROCKERCOMMUNICATIONSResponseTo

TownofShutesbury

RequestforInformation(RFI)

FIBERTOTHEHOMEINTERNETSERVICEANDNETWORKOPERATORPROVIDER

TownofShutesburyMunicipalLightPlantShutesbury,MA01072

September1,2017

ExecutiveSummaryCrockerCommunicationsisuniquelyqualifiedamongavailableoptionsforTownsseekingaNetworkOperatorandInternetServiceProviderfortheirplannedFiber-to-the-HomeBroadbandNetwork.CrockerValueProposition

CrockerCommunicationsistheonlyServiceProvidercurrentlyengagedintheWesternMassachusettsFTTHmarketthathassuccessfullybroughta100%buildmunicipalFTTHnetworkfromzerosubscriberstoasustainabletakerate(Leverett,85%takerate).ThenextTowntogolivewiththeirFTTHnetworkisMtWashington,whichhascontractedwithCrockerastheirNetworkOperatorandServiceProvider.Further,CrockeristheonlyServiceProvidercurrentlyengagedintheWesternMass.FTTHmarketthathassuccessfullynavigatedtheattimescomplextransitionfromDSLorsatelliteforsubscribersinanew,100%buildmunicipalfibernetwork.Akeyelementofthistransitionismanagementoftheinsidewiringrequirementsofsubscriberhomes,atwhichCrockerexcelled.CrockerCommunicationshasbyfarthemostrobustandgeographicallydiversebackbonenetworkofanyServiceProviderscurrentlyengagedintheWesternMass.FTTHmarket.Wehavemultiple10GigabitredundantconnectionstoBoston,whichaffordsuslowcostTier1Internetandmanyvaluablepeeringarrangementoptions,includingNetflix,Google,Amazon,Apple,Microsoftandseveralothers.PeeringinBostonprovidestwokeybenefits:itcontributestocostcontrolbylimitinguseoftheInternetanditassuresoptimumperformanceforkeyresidentialapplicationssuchasNetflixandApple(approximately45%ofallLeveretttrafficaccessesNetflix).OurmultipleTier1connectionstoseparateprovidersallowsustocontinuetoserveoursubscribers.

Start-upExperience:

Insidewiring–CrockerdidanexcellentjobofmanagingtheprocessofassuringthatinsidewiringandappropriatewirelessrouterforInternetandphonewasreadyforservicestart-up.AswedidinLeverett,Crockerwilloffersubscribersallavailableoptionsforaccomplishingthisimportantpartoftheprocess,includinglocalelectriciansandhandymenaswellaswritteninstructionsandschematicsfortheDIYamongthem.

Numberporting–CrockerhasextensiveexperienceinportingnumbersfromVerizonandothercarriersinathorough,professionalandwell-documentedprocess.NumberportingforLeverett’s400-plusphoneservicesubscriberswasvirtuallytrouble-free.Crockerdoesnotchargeafeefornumberporting.Initialrouter/firewallandphoneservicesetup.CrockerdidanexcellentjobofguidingnewLeverettsubscribersthroughtheprocessofsettinguptheirequipmentandtheire-mailandvoicemailaccounts.Crockerdoesnotchargeafeeforsubscribersupportviaphone.

ContinuityofServiceandSupport

ShutesburyElementarySchool.InLeverett,theServiceProviderthatreplacedCrockercouldnotprovidetheLeverettElementarySchool(LES)withthesamelevelofserviceandsupport,includingamanagedfirewall,thatCrockerhasbeenprovidingforover15years.Consequently,LESoptedtostaywithCrockerviatheMBIfibernetworkratherthancontinuetoutilizetheLeverettNetfiber.TheShutesburyElementarySchoolhasbeenaCrockerclientforaslongasLES,andwehavebeenmanagingtheirfirewallforthelast5years.ShutesburyPublicLibrary.CrockeristheServiceProviderfortheCWMARSLibraryConsortiumwithintheMBIfootprint.DuringourtenureastheISPinLeverett,itwasastraight-forwardprocesstoservetheLeverettLibraryoverLeverettNetfiber.WhenCrocker’stenureastheISPinLeverettended,LeverettNetwouldnotallowCrockeraccesstotheirfiber.CWMARSthenrequiredtheLeverettLibrarytoreverttoMBIfiberviaCrocker.LeverettNet’sdecisiontonolongerallowCrockertoservethelibraryoverLeverettNetfiberwasapolicydecision,andnottechnologybased.

TownofShutesburyMunicipalLightPlant

Shutesbury,MA01072CrockerPoint-by-PointResponse:1.SUMMARYTheTownofShutesburyMunicipalLightPlant,hereinafterreferredtoas“theOwner,"“Shutesbury,”“theMunicipalLightPlant,”"theShutesburyMLP,""theSMLP,"and/or"theMLP,”issolicitingInformationasfollows.1.1.GeneralOverviewTheTownofShutesburyislocatedinWesternMassachusetts,roughly30milesnorthofSpringfield,MAanddirectlynorthofAmherst,MA.TheShutesburyMLPisbuildingitsownFibertotheHome(FTTH)systemandisexpectedtobecompletedin2018/2019.TheFTTHNetworkwillconsistofapproximately36roadmilesofaerialfiberopticcableand5milesofservicedropstoapproximately850premises(homes,churches,governmentoffices,andbusinesses)completewithOpticalNetworkTerminals(“ONT”s),andequipmentcapableofsupportingsymmetricalgigabitandadvancednetworkservicestoallsubscribers.OurpreferenceistohaveasingleproviderfortheISP/NOfunctionhoweverothercosteffectivearrangementswillbeconsideredaswellasotherdivisionsoffunctionsbetweentheproviderandMLPotherthanthoseoutlinedbelow.

1.1.1StructureofRelationshipandFlowofPaymentsTheMLPwillrequiretheISP/NOtocollectfromsubscribersandutilizethesefundsforISPservice,operatingandmaintenancecosts,polerental,polebondfee,andPOPelectricity.TheMLPwilldeterminethesecostsonanannualorsemiannualbasis.ThisamountwillbeapportionedtosubscribersonamonthlybasisandincludedbytheISP/NOinitssubscriberbillingstatements.AllresidualfundsfromthefeeswillbereturnedtotheMLP.CrockerResponse:Read,Understood,andwillcomply.CrockerperformedthistaskinLeverett,andisundercontracttoperformthesameinMt.WashingtonwhentheygoliveinOctober.

1.2.RFIOverviewTheISP/NOshallprovidealllabor,materials,equipment,tools,supervision,andotherresourcesnecessarytoprovidesuchservicesoverMLPWebsite,asdescribedherein.

1.2.1TheNetworkOperator(NO)portionofthetaskisforoperationandmanagementofthephysicalinfrastructurethroughaNetworkOperationsCenter(“NOC”),including:

• Monitoringofnetworkdevicesandelectronics• Trafficoptimization• ProvidingIPconnectivitytoatier1Internetprovider• Fielddispatch• Performancemonitoring

• Subscriberusagedatacollection• Problemtroubleshooting

CrockerResponse:Read,Understood,andwillComply.Crocker’sNetworkOperationCenterislocatedat1FederalStinSpringfield,andisco-locatedwithourdatacenter.Crockerhasextensiveexperienceperformingallthetasksdescribedabove.

1.2.2TheISPportionofthetaskhasresponsibilityforallretailfunctionsforbroadbandInternetandtelephoneservices,including:

• Subscriberbillpresentment• Collectionandprocessingofsubscriberpayments• Handlingsubscriberserviceandtechnicalsupportcommunications• Oversightofnecessarycontractualobligationswithsubscribers• Paymentofoperatingandmaintenancecost,polerental,polebondfees,and

POPelectricity

CrockerResponse:Read,UnderstoodandwillComplywiththefollowingexception:CrockerhasexperiencecollectingoperatingcostsintheformofanMLPFeeforLeverettNet.Crockercanserveasthepayeeforthecostsandfeeslistedinthefinalbulletpointabove,buttheamounttobecollectedfromsubscribersandpaidtoShutesburyMLPAccountsPayableentitiesmustbeestablishedbytheMLP.Further,unlessotherwisenegotiated,Crocker’sliabilityforpayingthesecostsandfeesislimitedtotheamountestablishedbytheMLPasan“MLPFee”andcollectedbyCrocker.PleaseseeSection6.2foroptionsassociatedwithcostrecoveryandpayment.

2.ISP/NOOPERATIONALEXPECTATIONSANDREQUIREMENTSThissectionestablishestheSMLP’sexpectationsoftheISP/NOinrelationtotheMLP.2.1.OperationalResponsibilities

2.1.1.SalesandProvisioningTheISP/NO,asthesoleISP/NOontheShutesburyFTTHnetwork,willberesponsibleforallsalesandprovisioningofbroadbandInternetandtelephoneservicestosubscribersonthenetwork.VOIPtelephoneserviceshallincludecapacitytoprovide'plainoldtelephone'connectivityutilizingsubscriber’sbuilt-inconnectionsforpremisecopperwireconnectionsandretentionofexistingtelephonenumbers.NoadditionalVOIPanalogtodigitalconverterboxisrequired.TheISP/NOshallhavecapacitytoprovidesubscriberswithdynamicaddressingbydefault,andapermanentstaticIPaddressifrequestedbythesubscriber.Bothaddressingtypesshallhaveautomaticredundancyprovidedbyatleasttwoproperlysizedhighavailabilityserversindifferentphysicallocations.IPaddressserverswillbesizedsothatanyoneoftheserverscanhandletheentireworstcasedemandalone.IPaddressserversshouldbeconfiguredtoensureautomaticfail-overwithoutmanualintervention.ISP/NOshallinstituteautomaticmonitoringandnotificationofproblematicIPaddressservertoISP/NOstaff/employeessothatissuesmayberesolvedpromptly.Duringessentialmaintenancewindows,at

leastoneIPaddressservershallbeon-lineandavailableatalltimes.Telephoneshallbeavailabletointernetsubscribers.TheISP/NOshallhaveabilitytomanageDNSinsuchawaythatallassignedIPaddresseshavefullyconsistentforwardandreverselookups.Internetserviceshallincludesubscriberemailaccounts.TheISP/NOshallhaveabilitytomanageroutingoftelephonecallsthroughoutthepublicswitchedtelephonenetwork(PSTN)andinterconnectionpointsofthePSTNwiththeInternetProtocol(IP)realm.TheISP/NOwillmakefulleffortstosellinternetandtelephoneservicesontheFTTHnetwork.ItshouldbenotedthatresidentsofShutesburyarenotrequiredtopurchaseservicesontheFTTHnetwork.WiththeapprovaloftheMLP,theISP/NOmayofferbroadband-relatedservicesbeyondInternetandtelephoneatadditionalcosttosubscribers,subjecttoassurancestotheMLPthatsuchotherservicesarewithinthecapacityoftheShutesburynetworkdesignandoperation.SubscriberswillbeprovidedameanstoOPT-OUTofallsolicitationsifdesired.CrockerResponse:Read,UnderstoodandfullyComply.Crockerdeploysredundant,high-availabilityserversforbothTelephoneserviceandIPaddressesingeographicallydiversesites(CurrentlySpringfieldandGreenfield,withBostonplanned).

2.1.2.SubscriberServiceTheISP/NOwillproviderobustsubscriberservices,includingtoll-free,one-callandE-mailtroublereporting.TheShutesburyMLP,withguidancefromitsISP/NOandtechnicaladvisors,willtracksubscribersatisfactionandnetworkperformance,usingitemssuchasnumberofhelpdesktickets,responsetimes,etc.TheISP/NOwillprovideeducationandsupporttoassistsubscribersswitchingfromexistingDSL,satelliteorotherbroadbandservice.CrockerResponse:Read,Understood,andwillComply.Crockerhasextensiveexperiencesupportingresidentialsubscribers,fromourearliestdaysasadial-upISPthroughourextensiveexperienceassistingLeverettsubscriberstransitioningfromDSLandSatelliteservice.2.1.3.PremiseInstallationsTheISP/NOmayundertakeinteriorpremiseinstallationsbeyondtheONT,undercontractbetweentheISP/NOandthesubscriber.TheISP/NOmaysellorleaseequipmenttothesubscriberbeyondtheONTandshallprovideappropriatetechnicalsupporttousers.AnyserviceorequipmentprovidedbeyondinternetandphonemustbeapprovedbytheMLP.CrockerResponse:ReadandUnderstood.CrockersoldhighqualitywirelessrouterstomanyLeverettsubscribersduringourtenureasISP.Inmorethanoneinstance,wehanddeliveredtheunitstoexpediteaserviceturn-uporrestoral.Crockeralsoofferedsubscriberscontactinfoforlow-costlocalelectriciansandhandymenandanticipatesdoingthesameforShutesbury.2.1.4.BillingandCollectionsTheISP/NOwillhandleallretailbillingandcollectionsfortheFTTHnetwork,andensureproperbillingandservice.Flexiblemethodsofmonthlybillingandpaymentshouldbeofferedatnocosttosubscriber.Subscriberchoiceofmethod,shouldnotresultin

additionalcharges.Methodsinclude:1)MonthlypaperstatementssentbyUSPostalMail,withpaymentsacceptedbyUSPostalMail;2)Monthlystatementssentbyemailwithautomaticbillingtosubscriber'screditordebitcard;3)MonthlystatementssentbyE-mailwithautomaticcheckingaccountdrafting;and4)Telephonebasedpaymentofbillusingcreditcard,debitcard,orcheckingaccountdrafting.TheISP/NOwillprocessallsubscriberpaymentsandwillremittotheMLPmonthlytheportionofthesubscriberbillthatrepresentsresidualaftercostsper1.1.1.CrockerResponse:Read,Understood,andwillComply.CrockerperfomedBillingandCollectionsasdescribedaboveastheISPinLeverett,andisundercontracttodothesamestartinginOctoberforMtWashington.Pleasenote:ForCrockertodraftacheckingaccountbasedonaphonecall,wemusthavesetthebankaccountupandpre-noteditpriortothephonecall.2.1.5.NetworkOperationsTheISP/NOwillberesponsiblefor24/7/365networkmonitoring.Troubleshootingandtechnicalsupportalsoshallbeprovided24/7/365.TheISP/NOshallhavesufficientupstreambandwidthandpeeringarrangementstohandletheloadoftheShutesburynetwork,includingtelephoneservice.TheISP/NOshallsupplya2Gbpssymmetrical'middlemile'link(orequivalent).CrockerResponse:Read,Understood,andwillComply.PleasenotethatAxia,theMBIMiddleMileNetworkOperator,doesnotofferabonded2Gbpsservice,derivedfromtwo1Gigabit/secondcircuits.AsinLeverettcurrently,Axiacandeliver2Gbpsviaa10Gbpsportwitha2GbpsCommittedInformationRate.Standardpricingfortwoseparate1GigabitCircuitsdoesnotapplytothisarrangement.Thecostfor2Gbpsoftransportviaa10Gigabit/secondportisincludedinSection6below.2.1.6.Maintenance&RepairsRoutinenetworkmaintenanceaswellasmaintenancecapitalexpenditureprojectswillbethesoleresponsibilityoftheISP/NO.CrockerResponse:CrockerunderstandsthatRoutinemaintenanceistheresponsibilityoftheSMLP’sselectedNetworkOperator,andoptionsaddressingthosecostsareincludedinSection6.Crockertakesexceptiontothevaguerequirementfor“maintenancecapitalexpenditureprojects.”Withoutadetaileddescriptionofwhatismeant,Crockercannotagreetoacceptthisresponsibility.Crockeracceptsresponsibility,ofcourse,foranycapitalrequirementsnecessarytoupdateoraugmentitsowninfrastructurededicatedtonetworkoperationsandmaintenance.

2.2.Reporting

2.2.1.MaintenancecostsMaintenancedetailsperformedbytheISP/NOwillbesubmittedonamonthlybasisforreviewtotheSMLPforapproval.CrockerResponse:Read,Understood,andwillComply.

2.2.2.PerformancereportsTheISP/NOwillberequiredtosubmitquarterlyperformancereportstoShutesburyconcerningthefinancialandoperationalperformanceofthenetwork.KeyMetricsinclude,butarenotlimitedto,thefollowing:

• Numberofsubscribers• Subscribercomplaints,categorizedbytypeofcomplaint• Tickets:outstanding,closed,total,averagedailynewtickets• Networkoutages,stratifiedbyrepairtime(1hr,4hrs,etc)andbylocation• Numberofcustomer-initiatedcontactsrequiredtoresolveasingleissue• MTTR(MeanTimetoResolution)byissuecategory• Fulfillmentpercentages• Provisioningintervals• Billaccuracy&timeliness• NetworkCongestion

AspartoftheRFIprocess,theCompanyshouldproposesampleServiceLevelAgreementsandKeyPerformanceIndicator/Indices(SLAsandKPIs)againstwhichtheISP/NOwouldbemeasured.CrockerResponse:Read,Understood,andwillComply.PleaseseeAttachment“A”forsampleSLAandAttachment“B”forsampleKPImetrics.Withregardsto“Fulfillment,”duringourtenureastheISPinLeverett,Crockerregularlyturnedupservicetonewsubscribersthesamedaythattheyindicatedinsidewiringandthewirelessrouterwereinplace.Inmostinstances,theturn-upoccurredwithintwohours.

2.3.SubscriberInformationTheISP/NOshallmaintainsubscriberusageinformationavailabletotheMLPandNetworkOperator.ThisinformationwillbethepropertyoftheMLPtoallowidentificationofsystemcapacityissuesandhighvolumeusers.TheISP/NOwillnothaveanyrighttosellorotherwisebenefitfromanysuchinformation.TheISP/NOwillhavetherighttousesubscriberinformationforservice,billing,andcollectionspurposes.CrockerResponse:Read,Understood,andwillComplywithintheregulatoryguidelinesforprotectingprivatesubscriberinformation.CrockerscrupulouslyprotectsprivatesubscriberinformationasrequiredbyStateandFederallaw.2.4.ISP/NOContractLengthTheISP/NOpotentialcontractwiththeMLPwilllasteitherthree(3)orfive(5)yearsdependingonfinalagreement.TheISP/NOshallprovidethatsubscribercontractsendwithoutpenaltyifthecontractbetweenShutesburyandtheISP/NOisnotrenewed.IntheeventofterminationoftheISP/NOcontractwiththeMLP,theISP/NOwillprovidefullsupportandcooperationtotheprocessandrequirementsofeffectingasmoothtransitiontotheincomingISP/NO.CrockerResponse:Read,UnderstoodandwillComply.2.5.ExpertiseandOtherRequirements

2.5.1.NetworkProvisioning

• TheISP/NOmusthaveexpertiseanddemonstrablepastexperienceinprovisioningnetworkequipment.

CrockerResponse:Inadditiontolong-standingandextensiveexperienceinprovisioningandmanagingourownandclientroutersandfirewalls,CrockerprovisionedalltheONTsassociatedwithLeverettNet.

• TheISP/NOmusthavesufficientbreadthofskillsorhavetheabilitytoacquire

suchexpertisewithinashortperiodoftimetoworkwiththisequipment.

CrockerResponse:Read,Understood,andComplies.CrockerhasextensiveexperienceworkingwithCalixequipmentduringourtenureastheISPinLeverett.CrockerassumesNetworkOperatorresponsibilitiesforMt.WashingtoninearlyOctober2017,whichisalsoaCalixinfrastructure.

• TheISP/NOshallmaintainbackupconfigurationsofallroutingtablesandsimilar

networkelementsandprovidesuchinformationtotheMLPonamonthlybasisorasotherwiseagreed,inaformatapprovedbytheMLP.

CrockerResponse:Read,Understood,andwillComply.

• TheISP/NOshallmaintainnetworksecurityandreportpotentialandactual

securitybreachestotheMLPassoonaspracticableandnotlaterthanseven(7)businessdaysafterthebreach.TheISP/NOshalltakeallnecessarymeasurestopreventsecuritythreatsinitssystemsorinthenetwork,includingcapabilitytodetect,mitigate,andreporthostileactivitysuchasDDOSattackstoorfromsubscribers.

CrockerResponse:Read,Understood,andwillComply.CrockeradhearstobestindustrypracticesforthedetectionandmitigationofDDOSattacks.OurDDOSstrategyisasfollows:

• DoSDetection:Crockerusessoftware(Scrutinizer)toanalyzeJ-flowdata

fromourcorerouterswhichwillalertforanomaloustraffic.• DoS Prevention: Crocker utilizes its extensive experience and expertise to

advise our clients on the best practices to protect their network to prevent/limit the damage caused by a DoS attack.

• DoSMitigation:Crocker’snetworkusesRemoteTriggeredBlackHoles(RTBH)tomitigateDoSattacks.ClientscanannouncesubnetsforRTBHisolationviaBGPannouncements.WecanalsoinstalltheminourroutersiftheClientprefersthatapproach.RTBHannouncementsarepropagatedtoourtransitpartnernetworksaswell.

• TheISP/NOshallhavecapabilitytoprovidevirtuallocalareanetwork(VLAN)persubscriberorequivalentprotectionsfortheseparationofsubscribers'trafficfrominappropriateinterception.

CrockerResponse:Read,UnderstoodandwillComply.

• TheISP/NOshalldemonstrateunderstandingandcommitmenttoconceptsof

netneutralityandshallassureallregulatoryagencycompliance.

CrockerResponse:Read,UnderstoodandwillComply.CrockeriscommittedtotheconceptsofnetneutralityandregularlycomplieswithallapplicablevoiceandInternetregulations.

2.5.2.RetailServices

• TheISP/NOshallhaveexperienceprovidingretailservicesincludingtelephoneandbroadbandInternetoveranFTTHnetwork.

CrockerResponse:Read,Understoodandcomplies.CrockerisoneoftheveryfewInternetServiceProviderswithexperienceprovidingretailtelephoneandbroadbandInternetoveranFTTHnetwork.CrockerwasthefirsttodosoinWesternMassachusetts,inthetownofLeverett.

• BasedonitssimilaritytoLeveretttheTownexpectsahighlevelofuptakefor

FTTHservices,itcannotguaranteeaminimumpercentageofsubscriberuptakeandhencetheISP/NOmustbewillingtoprovideservicesirrespectiveofthenumberofsubscribersandassumeitsshareofcommercialriskfromlowerthanexpectedserviceuptakeorcommercialriskduetochangesintheTown’spopulation.

CrockerResponse:Read,UnderstoodandwillComply.Crocker’sratestructureforBroadbandInternetandtelephoneserviceisnotdependentonanytakeratepercentageorthreshold.

• TheISP/NOmusthavedemonstrableexperiencesellingtelecommunications

servicestoruralpopulations.AllmarketingmaterialsshallbeapprovedbytheMLPpriortouse.

CrockerResponse:ReadandUnderstoodandwillComply.Crockerhasbeensellingtelecommunicationsservicestoruralpopulationssince1994,startingwithdial-upInternetAccess(westillmaintaindozensofdialupclients–Hilltownresidentswithnootherviableoption…yet!).CrockerthenbeganmigratingtoDSLasitbecameavailable,andwemaintainseveralhundredDSLclientstothisday.OurmostrecentexperienceisinLeverettwhereweachieved75%takeratewithin2½monthsandultimatelyreached85%.

2.5.3.BillingandSubscriberContracts

• TheISP/NOshallhaveasecurewebportalforsubscriberstologinandviewtheirbillinghistory,addordeleteservices,reporttechnicalissues,andregistercomplaints.


• AllcontractsforretailservicesshallbebetweentheISP/NOandsubscribers.TheMLPneitherguaranteesnormediatesonbehalfofeitherpartywithrespecttocontracts.TheISP/NOmustperformitsowncreditchecks,asneeded,beforesigningupsubscribers.TheISP/NOmustbearallriskofsubscriberpaymentdefault.

CrockerResponse:Read,Understood,andwillcomply.CrockeroperatedinLeverettunderthesesamerequirements.

• TheISP/NOshallprovideclearlydefinedservicelevelagreementsaspartofsubscribercontracts,coveringeveryaspectofsubscriberservice,usage,andbilling,includinganacceptableusepolicy.


• TheISP/NOshallprovidesubscriberstheoptionofpaperand/orelectronicbills,asdescribedinsection2.1.4,above.CrockerResponse:Read,Understood,andwillcomply.Crockerprovidedpaperand/0relectronicbillingtoLeverettsubscribersandhasbeencontractedtodosoforMtWashingtonaswell.

• ThecontractbetweentheMLPandtheISP/NOregardingtherevenuestreambetweenthetwowillnotinanywaybeasubstituteforcontractsbetweentheISP/NOandsubscribers.


2.6.ServiceOutagesTheCompanyshallproposetargetsforallowablenumberandextentofServiceOutagesasdefinedbytheFCCin47CFR4.5(a)andafinancialpenaltystructureintheeventtheallowablenumberorextentofoutagesisexceededinacalendaryear.OutagesinInternetservice,e-mail,andtelephoneshallbeexplicitlycovered.Plannedmaintenanceandoutagesduetoequipment,software,andservicesnotownedorprovidedbytheISP/NOtoserveShutesburysubscribersshallnotbeincluded. CrockerResponse:Crockersuggeststhatfinancialpenaltiesforserviceoutagesshouldbesubscriber-facing.Crockerdoesnotadheretoa“onesizefitsall”approachtoSLApenalties,butonesuggestedapproachisasfollows:

ServiceOutageCreditswillbeprovidedtosubscribersforanyinterruptionofservice(Outage)thatisnotduetonegligenceornon-compliancewiththeCrockerAcceptableUsePolicybythesubscriber,ortheoperationormalfunctionoffacilities,power,services(suchase-mail)orequipmentnotownedorprovidedtosubscribersbyCrocker,includinganyportionoftheNetworkprovidedbytheSMLPorMBI;otherwisereasonablywithinCrocker’scontrol,andnotduetoanyForceMajeureconditiontobeincludedinanycontractexecutedbetweenCrockerandtheSMLP.Subscribersshallreceiveacreditfortheperiodduringwhichtheserviceinterruptionoroutageexists.Aserviceinterruptionoroutagebeginswhenthesubscriberaffectedreportstheoutage,orwhenCrockerinitsroleasNetworkOperator,detectsaservice,facilityorcircuittobeinterrupted.Aserviceinterruptionoroutageendswhentheaffectedservice,facilityorcircuitresumesfulloperation.Servicecreditsarecalculatedonthebasisofa30-daymonth.Apro-ratedallowanceagainstthechargefortheinterruptedservicebasedonthedurationoftheinterruptionwillbeasfollows:

• Nocreditforthefirst30minutes• Acreditofonehalfday(12hours)foranoutagegreaterthan30minutesupto

3hours• Acreditofoneday(24hours)foranadditional3-hourperiodorfraction

thereof,providedthatnomorethanonefullmonth’screditshallbeallowedforany30dayperiod,andfurtherthattwoormoreoutages15minutesormoreduringany24hourperiodshallbeconsideredasingleoutage.

3.COMPANYQUALIFICATIONS3.1.CompanyExperience

3.1.1.Nosubcontractor'sexperiencecanbeusedtomeetthequalificationrequirementsoftheCompanyincludedinthisRFI.CrockerResponse:Read,Understood,andwillcomply.3.1.2.TheISP/NOshallunambiguouslyspecifyifitintendstouseanythirdpartycontractorsinprovidinganyservicescoveredunderthisRFI.ISP/NOselectionofthirdpartycontractorsissubjecttoapprovalbytheMLP.CrockerResponse:CrockerintendstoperformallservicescoveredunderthisRFIwiththefollowingexceptions:

• AstroCompanies–Subcontractorusedfornumberporting.• OckersTechnology–FieldMaintenance(http://ockers.com/)

3.1.3.TheCompanyshallidentifyatleastone(1)projectwheretheyarecurrentlyprovidingorhavewithinthelastthree(3)yearsprovidedInternetandtelephone

networkservices.Abriefdescriptionoftheservicesandapoint-of-contactandthetelephonenumberofthenetworkownermustbeprovided.CrockerResponse:References–thefollowingreferencesareamongthemostrecentofCrocker’smajorand/oruniquenewISP/Phoneclients:

1) PittsfieldPublicSchools

CrockerassumedtheroleofISPforthePittsfieldPublicSchoolsanditsapproximately7,000Students,StaffandFacultyonJuly1,2016.Themigrationfromthepreviousserviceproviderwascomplex,allthemoresobecauseoftheVerizonstrike.Ofthe17sitesinPittsfield,7areconnectedusingVerizonfiber(theother10areonMBIfiber).TheprojectwasfurthercomplicatedbytherequirementtochangeouteveryrouterateachsitewithanewJuniperroutermanagedbyCrocker.Despitethechallenges,thisE-rateprojectwascompletedsuccessfullyontimetotheschooldistrict’scompletesatisfaction.Pleasecontact:RandyMcLeodTechnologyDirectorPittsfieldPublicSchoolsrmcleod@pittsfield.net413-499-9568(O)413-770-9755(C)

2) GillMontagueRegionalSchoolDistrict

TheGill-MontagueSchoolDistrictcontractedwithCrockertoreplaceComcastastheirISP.CrockerproposedtheuseofMBIfibertoconnectallofthedistrict’sschools,includingalateralbuildtotheSheffieldSchool,whichwasnotanoriginalMBICAI.TheE-rateproject,includingthelateralextension,wascompletedonscheduleforservicestartingJuly1,2016.Pleasecontact:

TINAMAHANEYTechnologyCoordinatorEducationalDataServicesCoordinatorGill-MontagueRegionalSchoolDistrict413.863.7510tina.mahaney@gmrsd.org

3) CityofGreenfield

TheCitycontractedwithCrockertoimplementacitywideHostedPBXsystem,replacingitsantiquatedanddisparatedepartmentphonesystems.CrockerwasalsocontractedtoupdateallCitybuildingswithnewCAT6cabling,PoEswitchesand

routers.ParticularlychallengingwastherequirementfortheVoIPsystemtosimultaneouslyfeedtwoseparatecallrecordingsystemsforPublicSafety:onefortheState911PSAPcenter,andtheotherforthelocalPD.ThetechnicalhurdlesweresuccessfullyclearedandtheCitynowenjoysstateoftheartvoicecommunicationswithconsiderablesavingsoveritspreviousCentrexsystem.Pleasecontact:

FernandoFleuryITManagerGreenfieldTechnologyDepartmentCityofGreenfieldfernandof@greenfield-ma.gov413-772-1344

4) CummingtonPublicSafety

CummingtonPublicSafetyengagedCrockertoupdatetheirInternetandphoneservice.InternetwasprovidedoverMBIfiber,replacingtheirpoorqualityDSLservice.HomelandSecuritygrantmoneywasusedtocraftauniqueapproachtoEmergencyManagementthroughtheirCrockerHostedPBXservice.ThisarrangementenablesCummingtonPublicSafetytoconverttheirconferenceroomintoanEmergencyManagementCenterwithasmanyadditionalphonelinesasneeded,onlypayingfortheadditionallineswhentheyareinuse.Pleasecontact:ChiefMichaelPerkinsCummingtonPoliceDepartment413-634-0056mperkins@cummingtonpolice.com

5) ChicopeePublicSchools.CrockerhasservedChicopeePublicSchoolsasanISPformanyyears.CrockerbuiltanewfullyredundantGigabitnetworkforChicopeePublicSchoolsutilizingfiberassetsfromMBI,FiveCollegeNetwork,andtheCityofChicopee.Theupgradednetwork,withCrockerasthesoleISP,hasbeeninoperationsinceJuly,2014.Crockeralsoprovidesahigh-endmanagedFirewallfortheDistrict.TheChicopeePublicSchoolsnetworksupportstheInformationneedsof7712studentsand1572facultyandstaff.PleasecontactRoseBlais,AssistantSuperintendantTechnology/TelecommunicationsServices:[email protected].

3.1.4.TheCompanyshallhaveallrequiredpermitsandlicensesfromfederal,stateandlocalauthoritiestoprovideretailnetworktelecommunicationsservicesinMass.CrockerResponse:Read,Understood,andComplies.CrockerisacertifiedCLECandRegisteredISPinMassachusetts.

3.2.DocumentationofPriorandConcurrentCommercialorResidentialInternetand

TelephoneProjects

3.2.1.CompanyshallincludeclientcontactinformationforallcommercialorresidentialISP/NOprojectsengagedwithcurrentlyorinthelastfive(5)years.CrockerResponse:CrockerCommunicationswastheISPinLeverettfromJuly2014throughMarch2017.Crockerachieved85%subscribertakeratebythetimethenetworkwentliveinApril2015.PleasecontactMarjorieMcGinnisat:townadministrator@leverettnet.net.CrockerCommunicationsissettobeginNetworkOperationsandServiceProvisioninginMtWashingtoninearlyOctober.PleasereachouttoSelectboardChairGailGarrettat:gailgarrett@townofmtwashington.com.GailcantellyouaboutherexperienceworkingwithCrockerasthepreparetogolive.

3.3.TechnicalExpertise

• 3.3.1.CompanyshallemployprofessionalswhoareexperiencedinmanaginganISP/NOandinprovidingcustomersupportinanInternetandtelephoneenvironment.Documentationorstatementsconcerningtheirqualificationsandcertificationshallbeprovided.

CrockerResponse:Crockermeetsthisrequirement.PleaseseeAttachmentCbelow.

• 3.3.2.CompanyshallemployprofessionalswhohaveexperienceinmarketingandsellingFTTHservicestoruralaudiences.DocumentationorstatementsconcerningtheirqualificationsshallbeincludedintheRFI.

CrockerResponse:Crockermeetsthisrequirement.PleaseseeAttachmentCbelow.

4.COMPANYQUESTIONS4.1.IfanypersoncontemplatingrespondingtotheRFIfortheservicescoveredbythisRFIisindoubtastothemeaningorintentofanypartthereof,s/hemayatoncenotifytheMLPandrequestclarificationpriortosubmittingaRFI.4.2.Questionsmaybesubmittedto:[email protected](emailquestionsallowed)5.RFIRESPONSEREQUIREMENTS5.1.RFIresponsesmustincludethefollowinginformation:(1)Company'sexpertiseandqualificationsinregardtofactorssetforthinsectionsabove;

(2)MonthlypricingstrategyforInternet,networkoperations,andtelephoneservices.Thenetworkmaintenancecosts,belowthePURMA(orequivalent)insurancedeductibleof$10,000,canbecoveredinthemonthlycost.Inadditionoralternately,themaintenancehourlyratesforequipmentandservicesshouldbeprovided.(3)Company'ssuggestions,ifany,forothernetworkconfigurations,divisionofresponsibilities/operations,takerateassumptions,orotherapproachesthatmaybebeneficialtoSMLP6.RFISUBMISSIONINSTRUCTIONSQuestionsDue:8/15/2017ResponsesDue:9/1/2017(Mustbereceivedby4:00PM)ByMailorDeliveredorEmail

ATTN:MLPManagerTownofShutesbury1CooleyvilleRd.P.O.Box276Shutesbury,[email protected]

6.1ISPandNOFeesPleasefillinchartwithinformation.

Crockerexpectsthefollowingratestobeineffectatthetimeofnetworkgolive:

Term

OneTimeSubscriberConnectionFee

MonthlyISPSubscriberFee-Internet

MonthlyISPTelephoneServiceFee

MonthlyNOSubscriberFee

3Year $49.95 $22.95 $15.00 $3.00 5Year Waived $19.95 $12.50 $3.00CrockerrecommendstheofferingofasingletierofInternetserviceat1Gigabitpersecondconnectionspeed,andthepricingabovereflectsthatapproach.CrockerTelephoneserviceisfullfeatured,includingvoicemail,Caller-ID,andE-911.Includedaswellisunlimitedlocalandlong-distancecallingwithinthecontiguous48states,CanadaandPuertoRico.Ratestotherestoftheworldareverycompetitive,withmostinthe$2.9cents/minuterange.CrockerisacertifiedCLECwiththeCommonwealthofMassachusetts. Crockercurrentmonthlyratefora2Gigabit/secondtransportservice(deliveredoverMBIfiberfroma10Gigabit/secondport(Axia/MBIdoesnotsupportmultiplebonded1Gigabit/secondcircuits;a10Gigabit/secondportisrequired):$3,180/month.ThiscanbeapportionedtosubscribersorbilleddirectlytotheSMLP.Anadditional1Gigabit/secondoftransportcanbeaddedwhenneededatthecurrentrateof$1440/month.Crockerdoesnotchargeanadditionalsubscriberfeeformorethan2Gigabits/secondofInternetbandwidth.

TheNetworkOperator’sfeeincludesnetworkmonitoring,reportingandtrouble-shooting;troubleticketcreationandtracking;andfieldservicedispatchmanagement.6.2MaintenanceFeesPleasefillinchartwithinformation.Feelfreetofillinoneorbothoptionsdependingonwhatyouwouldliketooffer.

OptionA:AllInclusiveAllInclusiveFlatRateNetworkMaintenanceFeeTBD-SeeBelow

Maintenance/repaircostswillbeinclusiveofanycapitalcosts,materialcosts,training,retainer,or3rdpartysupport.CostswillbebeforethePURMA/orequivalentinsurancerecovery(deductibleof$10,000).CrockerResponse:CrockeriswillingtonegotiateanAll-inclusiveFlatRateNetworkMaintenanceFee.Astheownerofthenetwork,theSMLPmustbearultimateresponsibilityformaintenance/repaircostsofitsnetwork.Withappropriatecontingencyprotectionfromexceptionallyfrequentmoderatestormorotherdamage,Crockercouldcraftamonthlysubscriberamountthatwillmitigatemuch,ifnotalloftheSMLP’sresponsibilityforroutinemaintenance.PleasenotethattheLeverettMLPusestheirMLP“allowedreturn”toestablisha“rainyday”fundforjustsuchcontingencies.TheShutesburyMLPmaywanttoconsiderasimilarapproachasawaytopreparefortheinevitable“badyear.”OptionB:PerIncidentCosttoTownThefollowingratesareprovidedbyOckersCompany.OckershasextensiveexperiencebothintheMBIMiddleMilebuildaswellastheLeverettbuild.TheirWesternMassgarageislocatedinHolyoke.Ratespresentedbelowareofferedasapass-throughbyCrockerwithoutmark-up.TheyareavailablethroughCrockerordirecttotheSMLP.Ockersover-timeratesMondaythroughFridayapplyonlyaftera40hourweekhasbeensurpassed.OvertimeratesapplyfordispatchonSaturday,SundayandHolidays.Overtimerateistimeandahalf.

OckersCompany Rate Metric NotesRetainer-1stTruck $750.00 Monthly GarageLocation:HolyokeRetainer-2ndtruck $250.00 Monthly 2HourResponseTimeBucketTruck $250.00 PerDay 6TotalTrucksinGarageDriver $75.00 Hour SpliceTech $98.00 Hour 4FusionSplicersinGarageLineman $95.00 Hour Lasher $150.00 Day

Pleasedetailanyadditionalcostsexpectedwithmaintenance/repairsuchastrainingandmaterialcostsandretainer.

6.3ResponseTimeandStrategyPleasedetailbusinesshours/offbusinesshoursresponsetime,strategyandresources.CrockerResponse:CrockerisfullystaffedtosupporttheSMLPanditssubscriberswithitsownemployees,thoroughlytrainedinthetechnologydeployedbytheSMLP,allcommonlydeployedend-userdevices,andclient-carebestpractices.NetworkOperator–Networkfacing:

• Networkmonitoringtrouble-shootingandresolution:24/7/365ServiceProvider–Subscriberfacing:

• Tier1:Troublereportingandbasictrouble-shooting:24/7/365• Tier2:MondaythroughFriday,8A–8P,otherwiseon-call• Tier3:MondaythroughFriday,8A–8O,otherwiseon-call

6.4AlternativeApproachesAlternativeapproachesshouldbedetailedandasmuchasfeasiblebeputinthetabularformatinsection6.

ATTACHMENTA–SampleServiceLevelAgreement

LeverettServiceLevelAgreement

1.TicketReporting:AllemergencyservicerequestsshallbereportedbytheSubscribertoourSupportTeamat413-367-8181.Anynormal/informationalrequestscanalternatelybereportedviaemailtosupport@crocker.com2.ResponseTime:

Crockerwillmaintainthefollowingresponseintervals.Iftroubleshootingorresponsereliesonoutsidepartiestheremaybetimesthattheseintervalswillextendbeyondwhatisnoted.Wewillensuretoproperlycommunicatethistoallapplicablepartiesinvolved.

Urgent ResponseTime:30Minutes Follow-up:3Hours Resolution:24Hours

v AllNodesDownv AlarmSystemDown

High ResponseTime:45Minutes Follow-up:6Hours Resolution:36Hoursv ONTDownv Unabletodialoutv InternetDown

Normal ResponseTime:60Minutes Follow-up:24Hours Resolution:48Hoursv Slow/IntermittentServicev VoicemailLockoutv NewServiceRequestv NewProductRequestv EmailConfigurationQuestions/Concernsv RouterConfigurationQuestions/Concernsv UPSnon-functional

Informational ResponseTime:2Hours Follow-up:24Hours Resolution:72Hoursv RequestforVoicemailInstructionsv RequestforVoicemailFeaturesv RequestforInternationalRatesv BillingQuestionsv RequesttoCancel

ATTACHMENTBKeyPerformanceIndicators(KPIs).ThefollowingKPI’sarecurrentlyincludedinweeklyandmonthlyreportingtotheLMLP:SLAViolations-MonthlyPhoneservicedowntimePhonequalityPhonecodesPhonemessageretrievalInternetServicedowntimeInternetQuality(speed/intermittentservice)EmailretrievalONTLines

CustomerService(subscriberConcerns)-MonthlyNewServiceInquiry–InternetNewServiceInquiry–PhoneNewServiceInquiry–ComboStart-up?'sEmailSet-up,?'s,IssuesNoService–InternetNoService–PhoneNoService–ComboSlow/IntermittentserviceInteriorWiring–ClientClientRouterEmailSet-up,?'s,IssuesPhoneConcernsVoicemailLockout/PWResetUPSBillingInternetCancellationPhoneCancellationSuspendedDuetoNon-PaymentHG&ESupport/ConfirmationOtherUnrelatedServices

ATTACHMENTCProfessionalQualifications-TechnicalBrian Johnson, Client Support Technician Has been a Crocker Team Member since August 2015 Resident of Hartford County Certificates: Computer Network Management Andrew Greeno, Client Support Technician Has been a Crocker Team Member since June 2017 Resident of Hartford County Certificates: Computer Network Management Tim Otto, Senior VoIP Specialist Has been a Crocker Team Member since October 2009 Resident of Franklin County Certificates: CompTIA Network + Voice Endpoint Sales Certification VSOS100 Voice Endpoints Technical Certification VSOT200 VTSP 5 Devon Harrison, Junior VoIP Specialist Has been a Crocker Team Member since October 2013 Resident of Hartford County Certificates: Computer Network Management Henry Wang, System Administrator Has been a Crocker Team Member since March 1997 Resident of Hampshire County Certificates: Microsoft Certified Systems Administrator, MCSA Experience: 20 years ISP network management 5 years Juniper Administration; Juniper SRX and Juniper MX Series 10 years Cisco Administration NOTE: All Crocker Client Support personnel receive Customer Care training designed to assure the best possible outcome for subscribers on every contact with Croxcker. ProfessionalQualificationsManagement,Sales,MarketingandSubscriberRelationshipManagementMatthewCrocker,PresidentandCTO,founderofCrockerCommunications.Mattcombines

businesssavvywithathoroughunderstandingandhands-onknowledgeofnetworkoperations,Internetandroutingprotocols,WideAreanetworkoptimization,andNetworksecurity.Hestayscurrentwiththelatestadvancesinnetworktechnologyandregularlyparticipatesinthecontinuingtrainingofourtechnicalstaff.

JillianHenry,GeneralManager,17yearswithCrocker.Jillianbringsahighlevelofbusinessmanagement,processimprovement,andpersonneldevelopmentexpertisetoherrole.

KathyWhitney,VicePresidentofFinancialOperations.WithCrockersince1991,holdingvariouspositionsinaccountingasthecompanygrewfromaTelephoneAnsweringServicetoInternetServiceProviderandlatertoincludeColocationandVoiceProducts.ImplementedseveralnewAccountingprogramsforthevariouscompanydivisionsandtrainedstaffontheuse.OverseesthedailyoperationsofthefinanceandaccountingDepartment.BillStathis,DirectorofSales.3yearswithCrocker.Billhasextensiveindustryexperience,including27yearsatVerizonanditsantecedents.AsVerizonStrategicAccountManager,developedstate-widenetworksfortheMassStateLotteryandtheUMassSystem.HistenureatAxiabetween2012and2014providesauniqueinsightintothecurrentoperator’sprocedures,policies,andconsiderablepotentialforimprovement.Mostrecently,BillservedastheSinglePointofContactfortheLeverettPre-subscriptioneffort,andhadoverallresponsibilityforSubscriberrelations.

IomayCaban,ClientSupportOperationsManager,17yearswithCrocker.Iomay’sstrengthsincludeattentiontodetail,processimprovement,andpersonneldevelopment.Mostrecently,IomayhasbeenlaudedbytheLeverettMLPBoardforheroutstandingworkonsubscribersupport.

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