EnterSource

EnterSource Quote & Service Agreement


 THIS SERVICE LEVEL AND INSTALLATION AGREEMENT (“Agreement”) is entered on June 30, 2022 between  Midsouth Satellite, LLC DBA Entersource, a Tennessee Limited Liability Company (“Service Provider”) and DBA  (“Company”) and is effective as of the date signed by Midsouth Satellite, LLC  DBA Entersource as set forth below.

IN CONSIDERATION of the foregoing and the mutual terms and conditions herein expressed, the parties agree as follows:

  1. Products and Services 

 The products and services covered by this agreement are as follows:

  • Products. DIRECTV equipment
  • Services. DIRECTV System installation, DIRECTV system service, DIRECTV television subscription services. Service Provider is the managing dealer over Company’s DIRECTV Account.

 

  1. Property Location The defined products and services covered by this Agreement are in relation to the following:

Location Name and Physical Address: -  

EnterSource Locator ID # :  

  1. Installation: Service Provider will install and distribute DIRECTV service per the standard installation guidelines set forth herein. Signals will be distributed through best practices to ensure the best signal options possible for Company.  The price for this standard installation shall not exceed the amount listed herein.  Should Service Provider’s installation crew discover additional services are required to complete installation or the Company request additional services or equipment that fall outside of the standard installation guidelines or specifics of this agreement, both parties will agree in writing about any additional costs prior to additional services being performed or additional equipment being provided. This additional agreement in writing is to be in the form of an official Entersource Change Order Form that is signed by both parties. Standard installation includes the following:

 

All DRE installs include the following in a standard installation:

  • Pre-installation walk-through with the point of contact on-site on 1st day of install.
  • Mounting and proper alignment of up to 1 dish per building on the property on either a pole, wall, flat roof with roof access or an asphalt shingle roof that is accessible with the use of a 28 ft ladder.
  • Up to 25 ft of cable trenching of soft ground when required.
  • Weather sealing points of entry, cable bushings, and connections.
  • Single point of entry through a vertical exterior wall or existing roof penetration.
  • Installation of 6 trunk lines from the Dish location to the 1st distribution point and between each distribution points following.
  • Replacement of all fittings on coax being used in each distribution location.
  • Mounting and securing of all distribution equipment on a vertical wall in each distribution closet.
  • Placing of the receiver on the surface at each TV location when applicable.
  • Replacing Fittings, wall plates, and F81 barrels at each TV location as needed.
  • Install a new 6 ft coax jumper between the wall plate and the Directv receiver.
  • Program and install batteries for 1 Directv remote per TV 
  • Activation of Directv account and confirming of system operations on all TVs.
  • Customer introduction, training, and education of the system.
  • Clean up of all work areas including but not limited to roof, rooms, and closets.
  • Mounting and connecting of each receiver at each TV location utilizing a mounting bracket when applicable.
  • Lock each TV to assigned input when applicable.
  • Install 1 Target IR cable per tv when applicable.
  • 4 Star DRE Service Level Agreement
  • Up to 100 ft of cable trenching of soft ground when required
  • Tag and Tone all lines in each MDF and IDF closet. 
  • Installation of any needed Cat 5 cable for managed systems when applicable.
  • Installation and configuration of MCS and all related equipment when applicable.
  • Installation and setup of VPN including testing and confirming remote access to MCS with Company when applicable.
  • Ensure that each receiver is correctly set to the appropriate format for each TV
  • Additional attention to detail where applicable and warranted

 All Com3000/AEP installs include the following in a standard installation:

  • Pre-installation walk-through with the point of contact on-site on 1st day of install.
  • Mounting and proper alignment of 1 dish on a pole, wall, flat roof with roof access or an asphalt shingle roof that is accessible with a 28 ft ladder.
  • Up to 100  ft of cable trenching of soft ground when required.
  • Weather sealing all points of entry, cable bushings and connections.
  • Single point of entry through a vertical exterior wall or existing roof penetration.
  • Installation of 6 trunk lines from the Dish location to the distribution closet.
  • Replacement of all fittings on coax being used in the distribution closet.
  • Installation of Comm rack in distribution closet.
  • Channel Mapping of all approved TVs connected to the Comm system. 
  • Activation of Directv account and confirming of system operations on all TVs..
  • Customer introduction, training and education of system.
  • Clean up of all work areas including but not limited to roof, rooms and distribution closet.

 

Assumptions

 

  • The property will provide Pro Idiom television in guestrooms and common areas.  If Pro Idiom televisions are not provided then an STB will be provided by the property.  Without Pro Idioim televisions or STB’s, the property will not receive full 1080p HD service.
  • If AEP is being installed at the property, no pro-idiom TV's required.
  • All TV’s will have there own jumper cable from the wall to back of TV
  • USB Flash drive of channel map will be provided to the property.  Property is responsible for programming each TV.
  1. Responsibilities of Service Provider It will be the responsibility of the Service Provider to be properly licensed and insured to perform the work.  The Service Provider will deliver the agreed-upon services in accordance with the quality of performance as stated in this agreement. 
  2. Responsibilities of Company It will be the responsibility of the Service Provider to provide a suitably equipped environment and work area for the Company to provide its services. This will include, but is not limited to, the following: 

 

  • Provision of clean commercial power at all equipment locations
  • Sufficient lighting for work to be performed
  • Reasonably clean and safe work areas with ease of access 
  • Reasonable access to Company staff as needed during the provision of services
  • Reasonable access to all TV locations including guest rooms and common area TVs as needed to perform the installation in a timely manner. This should include but not be limited to the master key(s) issued and appropriate access to both occupied and unoccupied guest rooms. Service Provider will work with the Company to ensure minimal disturbance to Company guests.
  • Prompt feedback to Service Provider via Ticket System on performance issues and or service requests.
  • Provide free lodging for technicians while on-site as necessary. 1 room per night per technician. If this is a new construction site or rooms are not available for any reason, the Customer will make other lodging arrangements for technicians prior to arrival. 

 

  1. Service Provider Ticket System Service Provider will provide the Company with access to its Ticket System as a service request tool. This system is to be used to establish a need for service in a timely manner as well as provide a method for tracking and documenting the progression of any service needs. These needs include but are not limited to things such as replacement remote controls to a service outage that needs immediate attention. This Ticket System can be accessed at http://www.entersource.com/contact-us Simply complete the form under “ Message Us “ .  Include a description of the services needed and then click on the submit button. Make sure you select the “Click here to receive email updates” box in order to follow the progress of your service needs. Service and Equipment needs that are submitted utilizing the Service Provider Ticket System will be handled as follows:  Tickets received prior to 3:00 pm CST M-F will be responded to by a representative of the Service Provider that same day. Tickets received after 3:00 pm CST M-F  will be replied to by 10:00 am the next business day.  Tickets received on Sat. or Sun. and Holidays will be replied to by 10:00 am CST next business day.

 

  1. Service Level Agreement ( SLA ) This service-level agreement is established to ensure that the provision of services defined in this agreement is performed according to the specifications stated within this agreement. Services covered by this SLA include but are not limited to; Customer Education, Minor Issues / Troubleshooting, Partial Outages, and Total Outages. It will be the responsibility of the Service Provider to deliver the agreed-upon services in accordance with the agreed-upon time schedule, in the manner(s) agreed to by all parties, and with the quality of performance as stated in this agreement.  The service provider will make every effort to maintain a 99.99% service reliability.  Part of that effort will include providing the company with the following initial extra equipment to be left on-site with Customers for service replacement. This listed extra equipment will be provided to the Customer at no additional cost and is included in the agreed-upon initial installation cost. The standard items that will be provided are; 10 Extra Remote Controls per 50 Billable Units and 1 Extra Receiver per 50 Billable Units. The service provider will supply 24/7 Customer Support service numbers. Service Provider will have readily available service technicians for repairs as needed. Also as part of the effort, the service provider will follow the below-listed service metrics. For the provision of service as within this Agreement, the Service Provider is to provide service in the following performance areas as follows: 

 

  • Continuing Customer Education will be scheduled on a per case basis as needed or requested.
  • Minor issues are considered to be an issue that is affecting less than 6 channels or less than 10% of guest rooms.  Minor issues will first be attempted to be resolved through troubleshooting the issue with Company staff.  If troubleshooting does not fix the issue, a tech will be dispatched within 5 business days for all DRE, Custom DRE, or Comm properties.
  • Partial outages will be handled in an expeditious manner to ensure Company Guest's inconveniences are minimal. A partial outage is considered to be anytime 25% or more of channels are out or 25% of guest rooms are out of service. Upon a partial outage, a tech will be dispatched within 3 business days or less of ticket submission for a DRE, Custom DRE, or Comm property. 
  • Total Outages will be of the highest priority. A total outage is considered to be anytime more than 50% of channels or rooms are out of service.  Tickets received for total outages will be handled as emergencies and a tech will be dispatched within 1 business day less of ticket submission for a DRE, Custom DRE, or Comm property.

 

In any event that Service Provider fails to meet the above-listed requirements of this Service Level Agreement, the Company will receive financial compensation equal to 1 day (24 hours) programming costs for each day that Service Provider fails to meet these requirements. Service Provider reserves the right to invoice the Company for products and/or services needed to resolve requested service needs in the event that an outage or service issue has been caused by Company or Company Guest negligence, theft or if the Company refuses to troubleshoot issues with Service Provider over the phone prior to dispatch of a tech. The company hereby acknowledges and accepts liability for such invoices.

 

  1. Contact Information

 

Service Provider Local Number Monday - Friday 7 am - 6 pm  - 931-680-0068

Service Provider Toll-Free Number Monday - Friday 8 

am - 5 pm - 866-596-8993

Service Provider 24/7 Website- www.entersource.com

Service Provider 24/7 Service Ticket System - http://www.entersource.com/contact-us

DirecTV 24/7 Toll-Free Number Company - 1-800-388-2505

 

  1. Payment Terms Service Provider will provide an invoice for this accepted and executed agreement. Full payment of the required deposit will be due upon receipt of the invoice prior to the Service Provider beginning work associated with this agreement.  Any remaining balance will become due immediately upon completion of the work associated with this agreement. The collection of the remaining balance will be initiated by Service Provider via Electronic Payment Services or other terms as agreed to by both parties. All approved Change Orders will be issued a separate dedicated invoice that will also become due and collected at the time of work completion.

 

  1. Term The effective date and expiration date of this Agreement shall run congruent to the DIRECTV programming agreement. 

     10. Quote Details

 

Property Info

Customer Name    
Property Name    
Legal Business Name   Tax ID:  
Property Address    
Billing Address    
Customer Phone    
Property Phone    
     

 

DirecTV Equipment & Installation Cost

Equipment Type:
Equipment & Labor
DirecTV Programming Monthly (Separate DirecTV Agreement)

 

Additional Comments:  

 

Leave this empty:

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Signed by Andy DeGraw
Signed On: March 9, 2021


Signature Certificate
Document name: EnterSource Quote & Service Agreement
lock iconUnique Document ID: b4314bf65f367e166a00f0d820a011b667f95d12
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August 5, 2020 4:55 pm CDTEnterSource Quote & Service Agreement Uploaded by Andy DeGraw - [email protected] IP 24.11.226.29