HomeMy WebLinkAboutA6278 - TIME WARNER CABLE INTERNET SERVICE AT CITY HALL ET AL You must use this as your coversheet
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To: Marcus Cardenas From: marcus.fuller@palmspdngsca.gov
Date: 03/23/2017 12:38PM PDT Re: GOVT-CITY OF PALM SPRINGS -
COUNCIL CHAMBERS AUDIO VIDEO PE
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Account Executive: Marcus Cardenas Phone: 760/895/3645 ext: Spectrum Customer Service Order
Cell Phone: 760/895/3645
Fax: 704/945/5905
Email: marcus.cardenas@charter.com Order# 6729443
Customer Information:Customer Code
CITY OF PALM
Business Name SPRINGS Customer Type:
Federal Tax ID Tax Exempt Status Tax Exempt Certificate#
*****0757
Billing Address
Attention To: Account Number
3200 E TAHQUITZ CANYON WAY PALM SPRINGS CA 92262
Billing Contact
Billing Contact Phone Billing Contact Email Address
Dolores Olvera 760 323-8233 dolores.olvera@palmspringsca.gov
Authorized Contact
Authorized Contact Phone Authorized Contact Email Address
Marcus Fuller 760 323-8380 marcus.fuller alms rin sca. ov
Technical Contact
Technical Contact Phone Technical Contact Email Address
Aaron Brown 760 323-8394 arron.brown@palmsprinqsca.gov
Internet and TV Services Order Information For 3200 E Tahquitz Canyon Way Palm Springs CA 92262
Service Type
Ethernet(Fiber)
Page 1 of 3
�42v16<.imuln iiwumui.aii11H1 CON"U"U,NA, 161111 v.l iuu. wm,6al
poecrum►
Internet and TV Services Order Information For 440 S EI Cielo Rd Suite 11 Palm Springs CA 92262 .
Service Type
Ethernet(Fiber)
New and Revised Services and Monthly Charges At 3200 E Tahquitz Canyon Way , Palm Springs CA 92262
Monthly
Description Quant ty Sales Price ecurring Total Contract Term
EPL Intrastate 20 Mb s 1 $0.00 $0.00 36 Months
`Total $0.00
'Prices do not include taxes and fees.
New and Revised Services and Monthly Charges At 440 S El Cielo Rd Unit Suite 11, Palm Springs CA 92262
Monthly
Description Quantity Sales Price ecurring Total Contract Term
Ethernet EPL HUB 1 $0.00 $0.00 36 Months
`Total $0.00
'Prices do not include taxes and fees.
One Time fees At 3200 E Tahquitz Canyon Way Palm Springs CA 92262
Description Quantity Sales Price Total
Installation 1 $4,000.00 $4,000.00
Total $4,000.00
'Prices do not include taxes and fees.
One Time fees At 440 S El Cielo Rd Unit Suite 11, Palm Springs CA 92262
Description Quantity Sales Price Total
Installation 1 $0.00 $0.00
Total $0.00
`Prices do not include taxes and fees.
Page 2 of 3
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spectrum►
Special Terms
Electronic Signature Disclosure
By signing and accepting below you are acknowledging that you have read and agree to the terns and conditions outlined in this document.
Authorized Signature for Customer
Printed and Title
1-7
Date Signed
Page 3 of 3
.y201 11... 161111 v.l Coujinciuial
Spectru ►
SERVICE AGREEMENT
This Spectrum Service Agreement, including all Service Orders entered into hereunder and the Commercial Terms
of Service that are incorporated herein by this reference("Service Agreement"),executed and effective upon the date
of the signature set forth in the signature block below (the "Effective Date"), is between customer identified below
("Customer") and Charter Communications Operating, LLC on behalf of those operating subsidiaries providing the
Service(s) hereunder("Spectrum").
Spectrum Information
Spectrum
Street: 83473 Avenue 45 Marcus Cardenas
City: Indio Contact:
State:
CA Phone: 760/895l3645
Zip Code: 92201 Facsimile: 704/945/5905
Customer Information
Customer Name(Exact Legal Name): Federal Tax ID:
CITY OF PALM SPRINGS 0757
Billinq Address: Suite: City: State: Zip Code:
3200 E TAHQUITZ CANYON WAY PALM SPRINGS CA 92262
Billing Contact Name: Ph Era il:
Dolores Olvera ( 6�7)323-8233 dores.olvera@palmspringsca.gov
Authorized Contact Name: Phone: Email:
Marcus Fuller (760)323-8380 marcus.fuller@palmspringsca.gov
Service Agreement
THIS SPECTRUM SERVICE AGREEMENT IS SUBJECT TO THE COMMERCIAL TERMS OF SERVICE
AVAILABLE AT WWW.CHARTER.COM A COPY OF WHICH WILL BE PROVIDED TO CUSTOMER UPON
REQUEST. SUCH TERMS AND CONDITIONS ARE INCOPORATED HEREIN BY THIS REFERENCE. BY
EXECUTING THIS SPECTRUM SERVICE AGREEMENT WHERE INDICATED BELOW, CUSTOMER
ACKNOWLEDGES THAT (1) CUSTOMER ACCEPTS AND AGREES TO BE BOUND BY ALL SUCH TERMS AND
CONDITIONS, INCLUDING THE ARBITRATION SECTION THEREOF, WHICH PROVIDES THAT THE PARTIES
DESIRE TO RESOLVE DISPUTES RELATING TO THE SPECTRUM SERVICE AGREEMENT THROUGH
ARBITRATION; AND (2) BY AGREEING TO ARBITRATION, CUSTOMER IS GIVING UP VARIOUS RIGHTS,
INCLUDING THE RIGHT TO TRI Y JURY. APPRW BY CRY MANAGER
yurr �y/JG� 0
(Authorized Customer Signature) (Date Signed)
(Printed NameL APPI� ' t DASTOFORM
F; L5
B .
David H. Read
City Mana od Cf1YATTORNEy G4 Clerk
Not to Exceed $
Without The Express Wrltteq, 6uoa v.I Commercial
tl.v_
zinc 'A6tyibt1i4'6 n Of The City
Manager
Spectrum►
ENTERPRISE
Spectrum Enterprise
Ethernet Service Level Agreement
This document outlines the Service Level Agreement ("SLA") for Ethernet fiber-based service (the"Service").
This SLA is a part of, and hereby incorporated by reference into the Spectrum Enterprise Service Agreement(including
the terms and conditions,attachments,and Service Orders described therein,the"Agreement"). To the extent any provision
of this SLA conflicts with the Agreement, this SLA shall control. This SLA document applies only to services provided
over Spectrum Enterprise's own network("On-Net")and not any portion that is provided by a third party. All SLA Targets
in the table below are measured at the individual circuit or service level, and any applicable credits are issued only for
the affected On-Net circuit or service(the"Affected Service"). Capitalized words used, but not defined herein,shall have
the meanings given to them in the Agreement.
I. SLA Targets for On-Net Services:
Spectrum Enterprise Ethernet Services SLAs
Performance Tier Metro Regional National
Miles 0- 155 156-746 >746
Kilometers 0-250 251 -1200 > 1200
Latency < toms <25ms <125ms
Jitter <2ms <4ms <8ms
Frame Loss <0.01% <0.01% <0.01%
Availability >99.99% >99.99% >99.99%
MTTR 4 hrs. 4 hrs. 4 hrs.
II. Priority Classification:
A "Service Disruption" is defined as an outage, disruption, or severe degradation, other than an Excluded
Disruption, that interferes with the ability of a Spectrum Enterprise network hub to transmit and receive
network traffic between Customer's A and Z Locations. The Service Disruption period begins when
Customer reports a Service Disruption using Spectrum Enterprise's trouble ticketing system by
contacting Customer Care, Spectrum Enterprise acknowledges receipt of such trouble ticket, Spectrum
Enterprise validates that the Service is affected, and Customer releases the Service for testing. The
Service Disruption ends when the affected Service has been restored.
"Service Degradation" means a degradation of the Service that is not a Service Disruption or a result of an
Excluded Disruption, such as failure of the Service to achieve the SLA Targets for Latency/ Frame Delay,
Jitter/Frame Delay Variation, or Packet/ Frame.
EthemetSLA.v.161214 Page 1 of 6
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Spectrum,
ENTERPRISE
"Excluded Disruptions"means(i) planned outages, (ii) routine or urgent maintenance, (iii) time when Spectrum
Enterprise is unable to gain access to Customer's premises to troubleshoot, repair or replace equipment or the
Service, (iv) service problems resulting from acts of omissions of Customer or Customer's representatives or
agents, (v) Customer equipment failures, (vi) Customer is not prepared to release the Service for testing, and
(vii) Force Majeure Events.
Spectrum Enterprise will classify Service problems as follows:
Priority
a. Service Disruption resulting in a total loss of Service; or
Priority 1 b. Service Degradation to the point where Customer is unable to use the Service and is
prepared to release it for immediate testing (each a"Priority 1 Outage').
Priority 2 Service Degradation where Customer is able to use the Service and is not
prepared to release it for immediate testing.
Priority 3 a. A service problem that does not impact the Service; or
b. A single non-circuit specific quality of Service inquiry.
III. Service Availability
"Service Availability" is calculated as the total number of minutes in a calendar month less the number of
minutes that the On-Net Service is unavailable due to a Priority 1 Outage ("Downtime"), divided by the total
number of minutes in a calendar month.
The following table contains examples of the percentage of Service Availability translated into minutes of
Downtime for the 99.99%Service Availability Target:
Percentage by Days Per Month Total Minutes/Month Downtime Minutes
99.99%for 31 Days 44,640 4.5
99.99%for 30 Days 43,200 4.3
99.99%for 29 Days 41.760 4.2
99.99%for28 Days 40,320 4
EthemetSLA.v.161214 Page 2 of 6
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Spectrum►
ENTERPRISE
IV. Mean Time to Restore ("MTTR")
The MTTR measurement for Priority 1 Outages is the average time to restore Priority 1 Outages during a
calendar month calculated as the cumulative length of time it takes Spectrum Enterprise to restore an On-
Net Service following a Priority 1 Outage in a calendar month divided by the corresponding number of trouble
tickets for Priority 1 Outages opened during the calendar month for the On-Net Service.
MTTR per calendar month is calculated as follows:
Cumulative length of time to restore Priority 1 Outage(s) per On-Net Service
Total number of Priority 1 Outage trouble tickets per On-Net Service
V. Latency f Frame Delay
Latency or Frame Delay is the average roundtrip network delay, measured every 5 minutes during a calendar
month, unless measurement is not possible as a result of an Excluded Disruption, to adequately determine
a consistent average monthly performance level for frame delay for each On-Net Service. The roundtrip
delay is expressed in milliseconds (ms). Spectrum Enterprise measures frame delay using a standard 64
byte ping between the closest Spectrum Enterprise network hubs to corresponding Customer A and Z
locations in a roundtrip fashion.
Latency/Frame Delay is calculated as follows:
Latency 1 Frame Sum of the roundtrip delay measurements for an On-Net Service
Delay=
Total #of measurements for an On-Net Service
EthemetSLA.v.161214 Page 3 of 6
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Spectrum,
ENTERPRISE
VI. Packet Loss I Frame Loss Ratio
Packet Loss or Frame Loss Ratio is defined as the percentage of frames that are not successfully received
compared to the total frames that are sent in a calendar month, except where any packet or frame loss
is the result of an Excluded Disruption. The percentage calculation is based on frames that are transmitted
from a network origination point and received at a network destination point (Spectrum Enterprise network
hub to Spectrum Enterprise network hub).
Packet Loss/ Frame Loss Ratio is calculated as follows:
Packet Loss I Frame Loss (%) = 100(%) — Frames Received
VII. Jitter I Frame Delay Variation
Jitter or Frame Delay Variation is defined as the variation in delay for two consecutive frames that are
transmitted (one-way) from a network origination point and received at a network destination point(Spectrum
Enterprise network hub to Spectrum Enterprise network hub). Spectrum Enterprise measures a sample
set of frames every 5 minutes during a calendar month, unless measurement is not possible as a result of
an Excluded Disruption, and determines the average delay between consecutive frames within each sample
set. The monthly Jitter/ Frame Delay Variation is calculated as the average of all of the frame delay variation
measurements during such calendar month and is expressed in milliseconds (ms).
Jitter I Frame Sum of the Frame Delay Variation measurements for an On-Net Service
Delay Variation=
Total p of measurements for an On-Net Service
EthemetSLA.v.161214 Page 4 of 6
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ENTERPRISE
Vill. Network Maintenance
Maintenance Notice:
Customer understands that from time to time, Spectrum Enterprise will perform network maintenance for
network improvements and preventive maintenance. In some cases, Spectrum Enterprise will need to
perform urgent network maintenance, which will usually be conducted within the routine maintenance
windowsSpectrum Enterprise will use reasonable efforts to provide advance notice of the approximate time,
duration, and reason for any urgent maintenance outside of the routine maintenance windows.
Maintenance Windows:
Routine maintenance may be performed Monday—Friday 12 a.m. —6 a.m. Local Time.
IX, Remedies Service Credit:
If the actual performance of an On-Net Service during any calendar month is less than the SLA Targets, and
Customer has complied with the requirements in this SLA, then Customer may request credit(s) equal to the
percentage(s) of the monthly Service Charges for only the Affected Service as set forth in the table below.
Any credits will be applied as an off-set against any amounts due from Customer to Spectrum Enterprise.
All credits must be: (i) requested by the Customer within 30 days of a Service Disruption or Service
Degradation by calling the Customer Care Center and opening a trouble ticket,and (ii)confirmed by Spectrum
Enterprise engineering support teams as associated with a trouble ticket and as failing to meet the applicable
SLA Targets.
DelayService Mean Time To Restore Latency/Frame
Delay
Variation Frame Loss
30% >4 hours<_ 4°% 5% 5% 5°/0
7:59:59 hours
>8 hours 10%
Except as set forth below, the credits described in this SLA shall constitute Customer's sole and exclusive
remedy, and Spectrum Enterprise's sole and exclusive liability, with respect to Spectrum Enterprise's failure
to meet any SLA Targets. All SLA Targets are monthly measurements and Customer may request only one
credit per SLA Target per month up to a maximum of 40% of the monthly Service Charges for the Affected
Service. Customer shall not be eligible for credits exceeding four(4) months of Customer's applicable monthly
Service Charges during any calendar year.
Chronic Priority 1 Outages:
If Customer experiences and reports three(3)separate Priority 1 Outages where the Downtime exceeds four
(4) hours during each Priority 1 Outage within three (3) consecutive calendar months, then Customer may
terminate the Affected Service without charge or liability by providing at least thirty(30)days written notice to
Spectrum Enterprise; provided, however, that (i) Customer may only terminate the Affected Service; (ii)
EthemetSLA.v.161214 Page 5 of 6
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Spectrum
ENTERPRISE
Customer must exercise its right to terminate the Affected Service by providing written notice to Spectrum
Enterprise within thirty(30)days after the event giving rise to Customer's termination right; (iii)Customer shall
have paid Spectrum Enterprise all amounts due at the time of such termination for all Services provided by
Spectrum Enterprise pursuant to the Agreement, and (iv)the foregoing termination right provides the sole and
exclusive remedy of Customer and the sole and exclusive liability of Spectrum Enterprise for chronic Priority
1 Outages and Customer shall not be eligible for any additional credits. Termination will be effective forty-five
(45)days after Spectrum Enterprise's receipt of such written notice of termination.
EthemetSLA.v.161214 Page 6 of 6
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Spectrums
ENTERPRISE Ethernet Intrastate-Only Traffic Certification
Customer Name(Legal Entity): CITY OF PALM SPRINGS
Federal Tax ID:
'"""'0757
Billing Address:
3200 E TAHQUITZ CANYON WAY
PALM SPRINGS CA 92262
Spectrum,which includes Charter Communications Operating, LLC and its subsidiaries providing the Services,
("Spectrum") presumes that at least 10%of the traffic carried on the WAN/Ethernet services that we provide
to you over any circuit will be interstate in nature,and that each such circuit therefore may be treated as
jurisdictionally interstate in its entirety. If you expect that 10%or less of the traffic to be carried over any
circuit will be interstate in nature, please complete the certification form below to identify the relevant
circuit(s)and specify the expected jurisdictional allocation of your traffic associated with such circuit(s).
Please note that all Internet-related traffic is presumptively interstate. Also, please note that you must
refresh this certification annually and whenever there is a material change in the actual or expected
jurisdictional nature of your traffic. In the event that you fail to refresh this certification in accordance with
procedures specified by Spectrum, Spectrum reserves the right to again presume that at least 10%of the
traffic carried over each circuit is interstate in nature and calculate the fees and taxes applicable to that usage
accordingly.
CERTIFICATION
I, n OL1TW �J kf.K certify that the traffic carried by Spectrum in its provision of Ethernet services on
r
the circuits listed on the attached Business Service Order is jurisdictionally intrastate and will contain no more
than 10%interstate traffic.
a/z3/i7
(A thorized Customer Si nature) (Date Signed)
[arw5 I lcY I Gl q
(Printed Name) (Title)
Authorized Contact Information:
Phone: (760) 323-8380 Email: marcus.fuller@palmsprini.
Page 1 of 1
C,2016 Charter Communication, COWMENTIA. 161110 v.1 Commercial
Transmission Report
Date/Time 03-23-2017 03:36:38 p.m. Transmit Header Text
Local ID 1 760-322-8332 Local Name 1 City of Palm Springs
This document : Confirmed
(reduced sample and details below)
Document size : 8.5"x11"
You must use this as your coversheet
1. Sign your document if needed
2. Use this coversheetwith your document&fax to
1 888 634 4320
Problem faxNg to ibis numbs%+Try 1202315 M20
To: Mara.Cardenas From: marcus,fuFor@pabnspdnl;wa.gdv
Data: 03230201712:38PM PDT Re: GOUT-CITY OF PALM SPRINGS -
COUNCIL CHAMBERS AUDIO VIDEO Pt
DO NOT WRITE IN THIS AREA.FOR ADOBE SIGN USE ONLY.
Notice:Adobe Sign servers will remove Urns cover page before Mal dellvery.
Messages written on this Page will be discarded.
S Adobe Sign ;�ti •••
Secure Routing CodeScanned
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unalterable.
Total Pages Scanned : 12 Total Pages Confirmed: 12
No. Job Remote Station Start Time Duration Pages Line Made Job Type Results
001 493 12023153320 03:30:49 p.m.03-23-2017 00:05:16 12/12 i G3 HS CP14400
Abbreviations:
HS: Host send PL: Polled local MP: Mailbox print CP: Completed TS:Terminated bysystem
HR: Host receive PR: Polled remote RP: Report FA: Fall G3:Group 3
WS:Waiting send MS: Mailbox save FF: Fax Forwa rd Tl1:Terminated by user EC: Error Correct
TIME WARNER CABLE
Business Class
Business Class Customer Service Order
Account Executive: John Carrigan
Phone:(562)618-1612 ext:
Cell Phone:(760)574-5746
Fax: (704)945-5460
Email:john.carrigan@twcable.com Order# 3481841
Business Name City of Palm Springs Customer Type:
Federal Tax ID Tax Exempt Status Tax Exempt Certificate#
"0757
Billing Address Account Number
3200 E Tahquitz Canyon Way,Attn: IT Palm Springs CA 92262 8448410850107917
Billing Contact
Billing Contact Phone Billing Contact Email Address
James Smith 760 323-82352 james.smith@paimspringsca.gov
Authorized Contact
Authorized Contact Phone Authorized Contact Email Address
Jay Thompson 760 323-8205 jay.thompson@palmspringsca.gov
Technical Contact
Technical Contact Phone Technical Contact Email Address
James Smith 760 323-8252 james.smith@palmspringsca.gov
Internet and Video Order Information For 3200 E Tahquitz Canyon Way Palm Springs CA 92262
Customer Requested
Service Type Due Date
Video
Current Services and Monthly charges At 3200 E Tahquitz Canyon Way Palm Springs CA 92262
Monthly
Description Quantity Sales Price Recurring Total
Enterprise 2 $399.95 $799.90
5 Static IF 1 $29.00 $29.00
Comml Accnt 1 $0.00 $0.00
No Dual Hsi 1 $0.00 $0.00
Rr Addl IP 1 $15.00 $15.00
`Total $843.90
"Prices do not include taxes and fees.
Page 1 of 4
�c TIME WARNER CABLE
Business Class
New and Revised Services and Monthly Charges At 3200 E Tahquitz Canyon Way ,Palm Springs CA 92262
Monthly
Description Quantity Sales Price Recurrin Total Contract Term
BCV Broadcast&Basic 1 $57.70 $57.70 48 Months
'Total $57.70
'Prices do not include taxes and fees.
Page 2 of 4
TIME WARNER CABLE
Business Class
Special Terms
The services, products, prices and terms identified on this Service Order constitute Time Warner Cable's offer to provide such
services on such terms. Until Customer has accepted this offer by signing as appropriate below, Time Warner Cable reserves
the right to rescind this offer at any time, at its sole discretion.
The Agreement shall be renewable for successive terms unless at least thirty (30) days prior to the expiration of the then-
current term, either party notifies the other party of such party's intent not to renew this Agreement. Agreement term and
corresponding monthly billing will commence on actual service installation date. Cable television and Work-at-home services
are subject to annual price change.
Contract Prepared Date: 11-11-2013
Contract Term =48 Months
This contract supercedes 48 month contract signed 10-31-2013.
Service(s)Ordered:
1). Basic Video Service
2). Gratis Service(approved by Mike Bauerfeind)
NOTE: To correct TWC billinglacoount records only. This Video service is currently working at 3200 E. Tahquitz Canyon
Way, Palm Springs, CA 92262 today, but not appearing on any TWC account.
This contract to simply add missing Video service to TWC account#8448-41085-0107917.
Any questions, please call Sr. Sales Executive John Carrigan on cell #(562)618-1612
Electronic Signature Disclosure
By signing and accepting below you are acknowledging that you have read and agree to the terms and conditions outlined in this document.
Authorized Signature for Time Warner Cable C fho_ d 5OIg1r aryls fo�Htoryza , s.
Printed Name and Title Printed Name and Title
Dale Signed Date Signed
ALSD
lafslIzoI3 fN
Page 3 of 4
l lA CLtJaE:D C o1.tJ -`r' '�
77ME WARNER CABLE
Business Class
Page 4 of 4
TIME WARNER CABLE
Business Class
Business Class Customer Service Order
Account Executive: John Carrigan
Phone:(562)618-1612 ext:
Cell Phone:(760)5745746
Fax: (704)945-5460
Email:john.carrigan@twcable.cem Order# 3481841
Business Name City of Palm Springs Customer Type:
Federal Tax ID Tax Exempt Status Tax Exempt Certificate#
."0757
Billing Address Account Number
3200 E Tahquitz Canyon Way,Attn: IT Palm Springs CA 92262 8448410850107917
Billing Contact
Billing Contact Phone Billing Contact E i1 Address
James Smith 760 323-82352 'ames.smith Ims rin sca. ov
Authorized Contact
Authorized Contact Phone Auth zed Contact Email Address
Jay Thompson 760 323-8205 'a hompson(i5bpalmspringsca.clov
Technical Contact
Technical Contact Phone Technical Contact Email Address
James Smith 760 323-8252 'ames.smith alms rin sca. ov
Internet and Video Order Information For 3200 E T quitz Canyon Way Palm Springs CA 92262 !,
Customer Requested
Service Type Due Date
Video 11/05/13
Current Services and Monthly charges A 3200 E Tahquitz Canyon Way , Palm Springs CA 92262
Monthly
Description Quantity Sales Price Recurring Total
Enterprise 2 $399.95 $799.90
5 Static IP 1 $29.00 $29.00
Comml Accnt 1 $0.00 $0.00
No Dual Hsi 1 $0.00 $0.00
Rr Add'I I 1 $15.00 $15.00
'Total $843.90
'Prices do not include taxes and fees.
Page 1 of 4
�e TIME WARNER CABLE
Business Class
New and Revised Services and Monthly Charges At 3200 E Tahquitz Canyon Way , Palm Springs CA 92262
Monthly
Description Quantity Sales Price Recurr ng Total Contract Term
BCV Broadcast&Basic 1 $57.70 $57.70 48 Months
'Total $57.70
'Prices do not include taxes and fees.
Page 2 of 4
Kathie Hart
From: Jay Thompson
Sent: Thursday, October 31, 2013 4:14 PM
To: Kathie Hart
Subject: FW:TWC Contract-fully executed/ Digital Adapters
Attachments: John Carrigan.vcf;City of Palm Springs-City Hall-Contract-(fully executed)4 yr-Video-Digital
Adapter Converters-James Smith-Jay Thompson.pdf
Here is the fully executed time warner agreement. J
From: Carrigan, John [mailto:john.carrigan(a twcable.com]
Sent:Thursday, October 31, 2013 4:10 PM
To: James R. Smith; Jay Thompson; Amy Blaisdell
Cc: Carrigan, John
Subject: TWC Contract - fully executed / Digital Adapters
James,Jay,Amy:
RE: Adding Video and Digital Adapter Converters/Acct.#8448-41085-0107917
Attached is a fully executed contract for your files.
I've released the order to our provisioning center for scheduling of install.
James, someone from our installation department will be contactin ou to coordinate the install of the 4 adapters.
John
John Carrigan
Time Warner Cable
Sr. Sales Executive
Business Class
1562 618 1612Work
(760)574-5746 t lobile
john,carrigan@twcable.com
83473 Avenue 45
Indio,CA 92201
Ttds E—mail and any of Its ettac onle s may contain 71ine Wainer Cable proprietary information whicta 7e privileged_Gonflden0ai or subject to copyright belong5rg
to Time
Alarrter Ceble.This(-ma rs intended solely for the use blithe individual or entity to v&irh d 9s addressed. If you are not tice intended recipient o(this E
mail,you are hereby not!Ged th any dissemination.d,stnbofon,copying,or action taken In;e!anon to the contmnts of and attachments to this F-masts stnnily
prohibited and may be umfoyfu!. It you have received this F-mal In error,please noffy the sender innnediate!y and permanently delete the original and any copy of
this F-mar!and any prirnout_
i 1
Jay Thompson
From: Carrigan, John <john.carrigan@twcable.com>
Sent: Thursday, October 31, 2013 3:16 PM
To: Jay Thompson
Cc: Carrigan, John;Amy Blaisdell;James R. Smith
Subject: TWC - Contract/ Digital TV Adapters
Attachments: John Carrigan.vcf; City of Palm Springs - City Hall - Contract -4 yr -Video - Digital
Adapter Converters -James Smith - Jay Thompson.pdf
Importance: High
Jay:
Important(possibly urgent).
RE: Digital Adapter Converters (for Video/TV service)
I understand from James Smith while Amy Blaisdell out of the office, you would be the appropriate individual to sign the
attached Business Class Customer Service Order to order/install4 Digital Adapter Converters. The attached agreement
initially provides a reap of existing services on the TWC account, and then further below, displays the new services being
ordered (Video and Digital Adapters).
In trying to locate the existing TWC Video account for 3200 E. Tahquitz Canyon Way toad order the 4 adaptors, I
learned the following...
1. The TWC Video Service currently working at this location, does t currently appear on any TWC account
number.
a. As such, since the Video service is already physica working at City Hall,the attached Service
Agreement will serve as the necessary docume to issue a "records correction order"to add this
missing Video service to existing TWC accou #8448-41085-0107917. The Video service normally
bills$57.70 per month. TWC will be payi for this monthly charge each month under a "gratis"
arrangement. The Gratis service is fo 4 years(or until TWC no longer offers it)
b. Digital Adapter Converters
i. They run$1.50 per mon (per converter)
ii. TWC will be paying th' monthly charge for each converter installed under a special gratis
arrangement until J ./2015
iii. After Jan./2015, a customer is responsible for this monthly recurring charge ($1.50 x4 =
$6.00 per mo ) plus taxes—if applicable.
Please complete/sign the attac d document in all the appropriate fields and return a.s.a.p. Upon receipt, I can
immediately release the pendi g order for the Digital Adapters to our provisioning center for scheduling and
installation.
John
1
Jahn Carrigan
Time Warner Cable
Sr, Sales Executive
Business Class
+1 562 618 1612 Work
(7601574-5746 Mobile
john.carrigan@twcable.com
83473 Avenue 45
Indio, CA 92201
This E-mail and any of its attachments may contain Time Warner Cable proprietary information,which is privileged,confidential,or subject to copyright belonging
to Time Warner Cable.This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-
mail,you are hereby notified that any dissemination,distribution,copying,or action taken in relation to the contents of and attachments to this E-mail is strictly
prohibited and may be unlawful.If you have received this E-mail in error,please notify the sender immediately and permanently delete the original and any copy of
this E-mail and any printout.
2
'ft TIME WARNER CABLE
Business Class
Business Class Customer Service Order
Account Executive: John Carrigan
Phone: (562)618-1612 ext:
Cell Phone:(760)574-5746
Fax:(704)945-5460
Email:john.carrigan@twcable.com Order# 3475376
Business Name City of Palm Springs Customer Type:
Federal Tax ID Tax Exempt Status Tax Exempt Certificate#
'"0757
Billing Address Account Number
3200 E Tahquitz Canyon Way,Attn: IT Palm Springs CA 92263 8448410860107917
Billing Contact
Billing Contact Phone Billing Contact Email Address
James Smith 760 323-82352 james.smith@paimspdngsca.gov
Authorized Contact
Authorized Contact Phone Authorized Contact Email Address
Jay Thompson 760 323-8205 jay.thompson@paimspdngsca.gov
Technical Contact
Technical Contact Phone Technical Contact Email Address
James Smith 760 323-8252 james.smith@paimspringsca.gov
Internet and Video Order Information For 3200 E Tahquitz Canyon Way Palm Springs CA 262
Customer Requested
Service Type Due Date
Video
Current Services and Monthly charges At 3200 E Tahquitz Canyon Way alm Springs CA 92262
Monthly
Description Quanti Sales Price Recurring Total
Enterprise 2 $399.95 $799.90
5 Static IP 1 $29.00 $29.00
Comml Accnt 1 $0.00 $0.00
No Dual Hsi 1 $0.00 $0.00
Rr Add'I IP 1 $15.00 $15.00
*Total $843.90
"Prices do not include taxes and fees.
Page 1 of 3
�c TIME WARNER CABLE
Business Class
New and Revised Services and Monthly Charges At 3200 E Tahquitz Canyon Way ,Palm Springs CA 92262
Monthly
Description Quantity Sales Price Recurring Total Contract Term
DTA Equipment 4 $1.50 $6.00 48 Months
BCV Broadcast&Basic 1 $57.70 $57.70 48 Months
'Total $63.70
"Prices do not include taxes and fees.
Page 2 of 3
�c TIME WARNER CABLE
Business Class
Special Terms
The services, products, prices and terms identified on this Service Order constitute Time Warner Cable's offer to provide such
services on such terms. Until Customer has accepted this offer by signing as appropriate below, Time Warner Cable reserves
the right to rescind this offer at any time, at its sole discretion.
The Agreement shall be renewable for successive terms unless at least thirty (30) days prior to the expiration of the then-
current term, either party notifies the other party of such party's intent not to renew this Agreement. Agreement term and
corresponding monthly billing will commence on actual service installation date. Cable television and Work-at-home services
are subject to annual price change.
Contract Prepared Date: 10-31-2013
Contract Term =48 Months
New Video Service will be Gratis Account
Digital Adapter Converters are$1.50 per month for"each" Digital Adapter. Quantity of 4 will be installed.
TWC will pick up the monthly recurring charge for "each" of the 4 Digital Adapter Converter's until Jan./2015 (under special
gratis arrangement).
Effective Jan./2015, customer is responsible for the $1.50 monthly recurring charge for "each" of the 4 Digital Adapter
Converter's for the remainder of contract term.
Any questions, please call John Carrigan on cell#(562)618-1612.
Electronic Signature Disclosure
By signing and accepting below you are acknowledging that you have read and agree to a terms and conditions outlined in this document.
Authorized Signature for Time Warner Cable A19horind Sig nature or M 6_&S 1`4&5
�7'A�t 1�5 Ti+CwP50d�!i#r� aF 5`rMar/erI-'(C.r-r+...—•
Printed Name and Title Printed Name and Title
I d4st 11
Date Signed Date Signed
Page 3 of 3
01 TIME WARNER CABLE
Business Class Service Agreement
This Time Warner Cable Business Class Service Agreement ("Service Agreement') in addition to the Time Warner
Cable Business Class Terms and Conditions ("Terms and Conditions") and any Time Warner Cable Business
Class Service Orders (each, a "Service Order"), constitute the Master Agreement by and between customer
identified below ("Customer') and Time Warner Cable ("TWC" or "Operator') and is effective as of the date last
signed below.
CableTime Warner .
Time Warner Cable Inc.
Street: 83473 Avenue 45, Flr 2
Contact: John Carrigan
City: Indio
State: CA
Telephone: (562)618-1612 ext:
Zip Code:92201 Facsimile: (704)945-5460
Customer Information
Customer Name(Exact Legal Name): Federal ID No:
City of Palm Springs **0757
Billing Address: Suite: City: Stat . Zip Code:
3200 E TahquiK Canyon Way,Attn: I Palm Springs C 92263
Billing Contact Name: Phone: E-mail:
James Smith (760)323-82352 james.smith@palmspringsca.gov
Authorized Contact Name: Phone: E-mail:
Jay Thompson (760)323-8205 jay.thompson@palmspnngsca.gov
Agreement
THIS SERVICE AGREEMENT HEREBY INCORPO ES BY REFERENCE THE TERMS AND CONDITIONS
(AVAILABLE AT HTTP://BUSINESS.TWC.COM/LEG A COPY OF WHICH WILL BE PROVIDED TO CUSTOMER
UPON REQUEST. BY EXECUTING THIS SERV E AGREEMENT BELOW, CUSTOMER ACKNOWLEDGES
THAT: (I) CUSTOMER ACCEPTS AND AGR S TO BE BOUND BY THE TERMS AND CONDITIONS,
INCLUDING SECTION 21 THEREOF, WHICH P OVIDES THAT THE PARTIES DESIRE TO RESOLVE DISPUTES
RELATING TO THE TIME WARNER C LE BUSINESS CLASS SERVICES AGREEMENT THROUGH
ARBITRATION; AND (2) BY AGREEING O ARBITRATION, CUSTOMER IS GIVING UP VARIOUS RIGHTS,
INCLUDING THE RIGHT TO TRIAL BY J Y.
By signing and accepting below you ar acknowledging that you have read and agree to the terms and conditions
outlined in this document.
Electronic Signature Disclosur
Authorized Signature for Authorized Signature for Customer
Time Warner Cable Inc. tv6cS
By:
Name(printed): (printed):
ia" P3 -rFH we Pscrj
Title: Title:
0,14 iM1F Oil S'T A•;:P C rT y c wozK-
Date: Date:
t,e -S I I Zo l 3
�c TIME WARNER CABLE
Business Class
Special Terms
The services, products, prices and terms identified on this Service Order constitute Time Warner Cable's offer to provide such
services on such terms. Until Customer has accepted this offer by signing as appropriate below, Time Warner Cable reserves
the right to rescind this offer at any time, at its sole discretion.
The Agreement shall be renewable for successive terms unless at least thirty (30) days prior to the expiration of the then-
current term, either party notifies the other party of such party's intent not to renew this Agreement. Agreement term and
corresponding monthly billing will commence on actual service installation date. Cable television and Work-at-home services
are subject to annual price change.
Contract Prepared Date: 11-01-2013
Contract Term =48 Months
This contract supercedes 48 month contract signed 10-31-2013.
Service(s)Ordered:
1). Basic Video Service
Approved Gratis on the Video Service for as long as Gratis is required by TWC's Franchise with the City of Palm Springs.
NOTE: To correct TWC billing/account records only. This Video service is currently working at 3200 E. Tahquitz Canyon
Way, Palm Springs, CA 92262 today, but not appearing on any TWC account.
This contract to simply add missing Video service to TWC account /562) 618-1612
7917.
Any questions, please call Sr. Sales Executive John Carrigan on ce
Electronic Signature Disclosure
By signing and accepting below you are acknowledging that you have ead and agree to the terms and conditions outlined in this document.
Authorized Signature for Time Warner Cable Authorized Signature for Customer
Printed Name and Title Printed Name and Title
Date Signed Date Signed
Page 3 of 4
�c TIME WARNER CABLE
Business Class
II
Page 4 of 4
Jay Thompson
From: Carrigan,John <john.carrigan@twcable.com>
Sent: Friday, November 01, 2013 6:35 PM
To: Jay Thompson
Cc: Carrigan,John; Amy Blaisdell;James R. Smith
Subject: updated TWC Contract/Add Video Service
Attachments: John Carrigan.vcf; City of Palm Springs - City Hall - Contract - 4 yr- Video only-James
Smith - Jay Thompson.pdf
Importance: High
Jay:
Y
Important.
Thank you for the signed TWC contract yesterday. I've learned today, I had filled out the contract incorrectly.
Yesterday,the TWC Business Class Customer Service Order I sent over for signature was for the following TWC services
1. Basic Video Service
a. Service currently works at City Hall today, but was not ap aring on any TWC account
2. Digital Adapter Converters
a. A quantity of 4 were ordered
The Error:
1. Digital Adapter Converters do not require a contr ct(The form called... Information required to process
request for Digital Adapter Converters) is all th' is required. I currently have a copy of this form on file from
Amy. Thank you Amy.
If I leave the Digital Adapters on the current signed c ntract, the$1.50 charge per adapter would start billing
immediately(instead of Jan./2015). As such, I've tached an updated contract for signature. This updated version (for
Video service only)will super-cede the contract - ned on 10-31-2013.
Please complete and sign the attached upda d contract and return a.s.a.p. Upon receipt, I can release the pending
order(s).
Thanks
John
t
John Carrigan
_ Time Warner Cable
Sr. Sales Executive
Business Class
+1 562'.618 1612"Work
V60j 574-5746 Mobile
john.carrigan@twcable.com
83473 Avenue 45
Indio, CA 42201
This E-mail and any of its attachments may contain Time Warner Cable proprietary information,which is privileged,confidential,or subject to copyright belonging
to Time Warner Cable.This E-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this E-
mail,you are hereby notified that any dissemination,distribution,copying,or action taken in relation to the contents of and attachments to this E-mail is strictly
prohibited and may be unlawful. If you have received this E-mail in error,please notify the sender immediately and permanently delete the original and any copy of
this E-mail and any printout.
2
TIME WARNER CABLE
Business Class Service Agreement
This Time Warner Cable Business Class Service Agreement ("Service Agreement") in addition to the Time Warner
Cable Business Class Terms and Conditions ("Terms and Conditions") and any Time Warner Cable Business
Class Service Orders (each, a "Service Order"), constitute the Master Agreement by and between customer
identified below ("Customer") and Time Warner Cable ("TWC" or "Operator") and is effective as of the date last
signed below.
CableTime Warner Information
Time Warner Cable Inc.
Street: 83473 Avenue 45, Fir 2 Contact: John Carrigan
City: Indio
State: CA Telephone: (562)618-1612 ext:
Zip Code:92201 Facsimile: (704)945-5460
Customer Information
Customer Name(Exact Legal Name): Federal ID No:
CITY OF PALM SPRINGS • *0757
Billing Address: Suite: City: State: Zip Code:
3200 E.Tahquitz Canyon Way,Attn:I- Palm Springs CA 92262
Billing Contact Name: Phone: E-mail:
Andrea(a.k.a.Andy)Nickell (760)323-8225 andrea.nickell@palmspdngsca.gov
Authorized Contact Name: Phone: E-mail:
James Smith (760)322-8252 james.smith@palmspdngs-ca.gov
THIS SERVICE AGREEMENT HEREBY INCORPORATES BY REFERENCE THE TERMS AND CONDITIONS
(AVAILABLE AT WWW.TWCBC.COM/LEGAL), A COPY OF WHICH WILL BE PROVIDED TO CUSTOMER UPON
REQUEST. BY EXECUTING THIS SERVICE AGREEMENT BELOW, CUSTOMER ACKNOWLEDGES THAT: (1)
CUSTOMER ACCEPTS AND AGREES TO BE BOUND BY THE TERMS AND CONDITIONS, INCLUDING
SECTION 21 THEREOF, WHICH PROVIDES THAT THE PARTIES DESIRE TO RESOLVE DISPUTES RELATING
TO THE TIME WARNER CABLE BUSINESS CLASS SERVICES AGREEMENT THROUGH ARBITRATION, AND
(2) BY AGREEING TO ARBITRATION, CUSTOMER IS GIVING UP VARIOUS RIGHTS, INCLUDING THE RIGHT
TO TRIAL BY JURY.
By signing and accepting below you are acknowledci�that you have read and agree to the terms and conditions
outlined in this document. AA�I �I�CSS'I
APPROVED BY CITY MANAGER
Electronic Signature Disclosure `i G rp a
Authorized Signature for Time Warner Cable Inc. Authorized Siqnature for Customer
By:
Name(printed): Name(p ' ):
DAVID H. READY
Title: Title
City Manager
Date: i r aJVED AS tFORM
r
IF a�8�Attorney
Time Warner Cable Business Class
Ethernet and Dedicated Internet Access
Service Level Agreement
This document outlines the Service Level Agreement(°SLA")for the Ethernet and Dedicated Internet
Access fiber based Services (each, a"Service").All capitalized terms used but not defined herein shall
have the meanings given to them in the Agreement.
I. SLA Targets:
ervice Availability MTTR Latency Packet Loss Jitter
DIA/Ethernet End to End: Restore: Priority 1 50ms
(Metro and Regional 99.97% Outage within 4 (Round Trip) <0.1% N/A
Services) (On-Net Circuit) hours
IL Priority Classification:
TWC will classify Service Disruptions(as defined below)as follows:
iYri
rljtv Criteria
• a. Total loss of Service('Priority 1 Outage")
Priority 1 b. Service degradation to the point where Customer is unable to use the Service and is
prepared to release it for immediate testing.
Priority 2 Degraded Service where Customer is able to use the Service and is not prepared to
release it for immediate testing.
Priority 3 a. A service problem that does not impact the Service.
b. A single non-circuit specific quality of Service inquiry.
*Customer must open a trouble ticket with TWC to report a Service Disruption and establish the beginning of such Service Disruption.
4Y � III plh (III
S,a�S v
III. Network Availability
A"Service Disruption"is defined as a disruption or degradation that interferes with the ability of a TWC
network hub to(i)transmit and receive network traffic on a Customers dedicated access port; and (ii)
exchange network traffic with another TWC network hub. Service Disruptions include Priority 1 Outages.
Service Disruptions exclude planned outages, routine maintenance,service problems resulting from acts or
omissions of Customer, Customer equipment failures, and a Force Majeure Event.
"Network Availability" is calculated as the total number of minutes the circuit is up(other than a Priority 1
outage) in a calendar month for a specific Customer connection,divided by the total number of minutes in a
calendar month.
Commitment:
TWC's monthly Network Availability Target is 99.97%.
The following table contains examples of the percentage of Network Availability translated into minutes of
up time and downtime for the 99.97% Network Availability target:
Days PerMonth Total Minutes I Month Minutes Up Minutes Down
99.97%for31 Days 44,640 44,626 14
99.97%for30 Days 43,200 43,187 13
99.97%for29 Days 41,760 41,747 13
99.97%for28 Days 40,320 40,307 13
IV. Latency
Latency is the average roundtrip network delay, measured every 5 minutes,to adequately determine a
consistent average monthly performance level for latency at the relevant TWC Hub/POP. The Roundtrip
Delay is expressed in milliseconds (ms). The observation period is one calendar month. For DIA, TWC
measures latency using a standard 64byte ping from Customer premise device to the TWC Internet access
router in a round trip fashion. For Ethernet, TWC measures latency using a standard 64byte ping from
Customer premise device between site A and site Z.
Latency is calculated as follows:
Roundtrip Delay for relevant Hub-Hub connections
Latency= Sum
Total#of relevant Hub-Hub connections
marl
V. Packet Loss
Packet Loss is defined as the average number of packets that are not successfully received. Packet Loss is
the average ratio of total packets that are sent compared to those that are received. Ratios are based on
packets that are transmitted from a network origination point and received at a network destination point
(network edge to network edge).
Packet Loss is calculated as follows:
Packet Loss (%) = 100 C/o) — Packet Delivery (%)
VI. Mean Time To Restore("MTTR")
The Mean Time To Restore("MTTR")measurement for a Service is the cumulative length of time it takes to
restore service for Priority 1 Outage for a specific connection in a calendar month divided by the
corresponding number of trouble tickets for Priority 1 Outages opened during the calendar month for that
connection.
MTTR per calendar month is calculated for as follows:
Cumulative length of response time to Priority 1Outage(s)per connection
Total number of Priority 1 Outage trouble tickets per connection
VII. Network Maintenance
Maintenance Notice:
Customer understands that from time to time TWC will perform routine network maintenance for network
improvements and preventive maintenance, and in some cases, TWC will have to perform urgent network
maintenance, which will usually also be conducted within the routine maintenance windows. TWC will use
reasonable efforts to provide advance notice of the approximate time,duration and reason for the routine
maintenance and if commercially practicable, will provide notice of urgent maintenance. In no event shall
any routine or urgent network maintenance be calculated against the foregoing outage measurements.
Maintenance Windows:
Routine maintenance is typically performed during the following maintenance windows:
Monday—Friday 12 a.m.—6 a.m. Local Time
A
aw
4t
e3N Cable Business Classm aVabema dTime W.hn.Used under fi.nss.
® ime Wanx Cabe.Ningh6 resewtl.
� fe.c
{!?`�"''
le TIME WARNER CABLE
Business Class
Business Class Customer Service Order
Account Executive: John Carrigan
Phone: (562)618-1612 ext:
Cell Phone:(760)574-5746
Fax:(704)945-5460
Email:john.carrigan@twcable.com
CITY OF PALM
Business Name SPRINGS Customer Type:
Federal Tax ID Tax Exempt Status Tax Exempt Certificate#
*****0757
Billing Address Account Number
3200 E.Tahquitz Canyon Way,Attn: IT-Fiber Palm Springs CA
92262 8448410850107917
Billing Contact
Billing Contact Phone Billing Contact Email Address
Andrea a.k.a.And Nickell 760 323-8225 andrea.nickell@palmspringsea.gov
Authorized Contact
Authorized Contact Phone Authorized Contact Email Address
James Smith 760 322-8252 james.smith alms rin s-ca. ov
Technical Contact
Technical Contact Phone Technical Contact Email Address
James Smith 760 323-8252 james.smith@paimsprings-ca.gov
Internet and Video Order Information For 3200 E Tahquitz Cyn Way Palm Springs CA 92262
Customer Requested
Service Type Due Date
IPs(Internet Addresses)
Dedicated Internet,Metro Ethernet,and Private Line Service Order Information For 3200 E Tahquitz Cyn Way Palm Springs CA
92262
Location Customer Requested
Site Name Address Location Type Bandwidth Due Date
Headquarters 1 3200 E Tahquitz Cyn Way Palm Springs,CA 92262 1 DIA 50 Me
New and Revised Services and Monthly Charges At 3200 E Tahquitz Cyn Way , Palm Springs CA 92262
Monthly
Description Quantity Sales Price Recurring Total Contract Tenn
1 Static IP 1 $25.00 $25,00 36 Months
13 Static IP 1 $50.00 $50.00 36 Months
DAS: Dedicated Internet Access Per Me 1 $1,795.00 $1,795.00 36 Months
*Total $1,870.00
*Prices do not include taxes and fees.
Page 1 of 3
1@>TIME WARNER CABLE
Business Class
Special Terms
The services, products, prices and terms identified on this Service Order constitute Time Warner Cable's offer to provide such
services on such terms. Until Customer has accepted this offer by signing as appropriate below, Time Warner Cable reserves
the right to rescind this offer at any time, at its sole discretion.
The Agreement shall be renewable for successive terms unless at least thirty (30) days prior to the expiration of the then-
current term, either party notifies the other party of such party's intent not to renew this Agreement. Agreement term and
corresponding monthly billing will commence on actual service installation date. Cable television and Work-at-home services
are subject to annual price change.
Date of this Contract= October 4th, 2012
Term =36 Months
Dedicated Internet Access(DIA) Bandwidth =50 Mb
NOTE: A"complimentary" Site Survey inspection has been completed. No"construction" is necessary to bring fiber facilities
to this building. Therefore, no one-time"construction"costs are applicable.
One-Time"Non Recurring Charge" (NRC) _ $500.00.(y�y
Electronic Signature Disclosure
By signing and accepting below you are acknowledging that you have read and agree to the terms and conditions outlined in this document.
c
Authorized Signature for Time Warner Cable Authorized Signature for Custom
David H. Ready, City Manager
Printed Name and Title Printed Na antl it^lye
Date Signed Date Signed
fo'ag)�
ATTEST. APPROVED BY CITY MANAGER
"Art $Isla of yno. A1,7T55
�Jlty
Clerk
LIVED AS TO FORM
A
Attomey
,te 2a P f—;L_ --_--
Page 3 of 3
�r TIME WARNER CABLE
Business Class
One Time fees At 3200 E Tahquitz Cyn Way , Palm Springs CA 92262
Description Quantity Sales Price Total
DAS: Install Fee 1 $500.00 $50 0
Total $ 0.00
`Prices do not include taxes and fees.
got,
See. r►C4- r7
Page 2 of 3