Documents for New Customers
This book contains the standard documents used for new customer onboarding and processing. It includes customer-facing forms, agreements, and supporting company documents needed for both residential and enterprise services.
The purpose of this book is to help teams quickly identify:
- what document is needed,
- when it should be used,
- and where to get the latest version.
Instructions and procedures for using each document are provided inside their respective pages.
Enterprise Documents
This chapter contains the standard documents used for enterprise and business customer applications, proposals, and contract closing requirements.
These documents are mainly used during discussions with customers before service installation and activation. Each page includes the purpose of the document, when it should be used, and the latest file attachment or template.
MSA - SLA - SOF
Attachments:
20260506 IMPERIAL NETWORK MSA - SLA - SOF (Updated).docx
20260506 IMPERIAL NETWORK SOF (Updated).docx
For all new customers, the MSA-SLA-SOF document set is required.
For existing customers without a previously signed MSA and SLA, the full MSA-SLA-SOF document set should still be used.
For existing customers with an existing signed MSA and SLA, only the SOF document is required, unless otherwise instructed.
All sales personnel handling customer contracts must fully understand the contents and clauses of the documents before sending them to customers.
Please retain Jan Mikhaelo G. Alfonso as the authorized signatory for Imperial Network unless officially instructed otherwise.
Updating the SOF
Guide to updating the SOF:
Please make sure that all information in the SOF is accurate before sending it to the customer.
|
Field |
Details |
|
Service |
Prime Internet (DIA) / Local Loop / Prime Internet (SME) |
|
Bandwidth |
X Mbps / X Gbps |
|
Service Type |
New Install / Upgrade / Downgrade / Termination |
|
Specifics |
None / Protected / Burstable / |
|
Installation Address |
Address |
|
Inclusions |
Customer Premises Equipment (CPE) / Cross Connect |
|
Exclusions |
Cross Connect, SFP, cabling after the CPE, other equipment not mentioned |
|
Demarcation Point |
CPE Port facing the customer |
|
Lead Time |
10 – 15 days / 30 – 45 days / 45 – 60 days / 60 – 90 days |
Service Definitions
Internet Services
Prime
Imperial’s brand for business internet services.
Essential
Imperial’s brand for residential internet services.
Prime SME
Internet service for SMEs and growing businesses needing stable connectivity.
Standard bandwidth options:
- 100 Mbps
- 200 Mbps
Prime Internet
Dedicated Internet Access (DIA) service for enterprise customers.
Bandwidth may vary depending on customer requirements.
Transport Services
Local Loop
Layer 2 transport service from a data center to a remote customer site within Cavite or within the Philippines.
IPL
International Private Line service for overseas Layer 2 transport.
Current destinations:
- Equinix HK1
- Equinix SG1
For services not listed above, please consult with Mok Alfonso before proceeding.
Service Type Definitions
New Install
New service installation for a new site or location.
Example:
- Additional internet line for another office floor or room.
Upgrade / Downgrade
Changes to the customer’s existing service.
Examples:
- Bandwidth upgrade
- Bandwidth downgrade
- IP allocation changes
Relocation
Moving an existing service to a new installation address, subject to feasibility.
Termination
Used when documenting early service termination requests.
This is usually not required unless specifically requested for documentation purposes.
Specifics
This field is used for non-standard service capabilities.
Standard DIA and Local Loop services are:
- Fixed bandwidth
-
Non-burstable
-
Unprotected
Protected
Imperial provides two service routes to the customer.
Routes should ideally be physically diverse to minimize common points of failure.
Burstable
Customer is allowed to utilize bandwidth beyond the subscribed capacity.
Additional usage may be billed based on utilization.
Inclusions
By standard:
- CPE is included for all services.
- /30 IP allocation is included for Prime Internet services.
Other possible inclusions:
- Additional IP addresses
- Cross connections
- Internet Exchange subscriptions
- Other agreed services
Exclusions
Items not specifically listed under Inclusions should be considered excluded by default.
Common exclusions:
- SFP modules
- Customer-side cabling after the CPE
- Additional equipment not stated in the SOF
Demarcation Point
Standard demarcation point is the CPE port facing the customer.
For ISP customers or special setups, the demarcation point may be a specific Point of Interface (POI) or fiber meet-up location.
Lead Time
Lead time should be based on the technical team’s assessment.
For non-standard deployments or complex buildouts, please coordinate with Vino before finalizing the timeline.
Customer Accreditation Documents
RAW List (for revamp)
- Business Permit
- BIR
- SEC Registration
- Authorized Signatory Valid ID (with signature)
- Form containing the following
- Company Name
- Address
- Primary, Technical, Billing contacts
- Bank details of the customer
- Bank details of Imperial
- AFS - optional
- VAT exempt certification - if applicable