Web: www.eyenetwork.com Tel: +44 1273 324422 Fax: +44 1273 224040 Email: info@eyenetwork.com Video: +44 1273 224056 Contract and Service Level Agreement BETWEEN Victoria House 125 Queens Road Brighton, East Sussex BN1 3WB, UK Eyenetwork AND xxx 27 January 2014 xxx, with a public videoconferencing room located at zzzzzzzz, agrees to participate with Eyenetwork in its network of public videoconference facilities by allowing Eyenetwork to schedule third party rentals of the above location on an as available basis. 1. xxx, hereafter the Affiliate, offers its videoconference facility to Eyenetwork at the prices below. We pay you per hour Monday to Friday 0830-1800 Monday to Friday 0630-0830 &1800-2100 Monday to Friday 2100-0630 Weekends Public Holidays (24 hours) Tax? % 2. There are no extra charges payable for the test call. 3. The minimum booking time is 1 hour. Thereafter bookings can be made in 15 minute time slots. You may be booked for 1½ hours, and you will bill us for 1½ hours. In addition if a conference runs over the requested time slot then Eyenetwork will be billed in 15-minute increments after the booked time. If, for example, you are booked for 1 hour and the conference runs for an extra 10 minutes, you will charge for the 1 hour plus 15 minutes. 4. The affiliate will notify Eyenetwork of any extra charges due within 24hrs of the conference. Eyenetwork is responsible for billing the third party user. 5. The affiliate can request cancellation charges as to the following chart: More than 48hours notice = no charge 24 hours-48hours = 50% of room hire Under 24 hours = 100% room hire Please note that time period notices apply to U.K. time zone in relation to booked time of conference. Saturday and Sunday are excluded from this. 6. Service standards from the affiliate to Eyenetwork. The staff at the affiliate will escort customers to their room. The room will be clean and prepared for the number of attendees expected. Eyenetwork is the trading name of The Videoconference Bureau Limited. Registered Office, 100 Church St, Brighton, BN1 1UJ, UK. VAT no. 679 7287 59 Registered No. 3248511
Basic free refreshments will be offered (water, coffee, tea, juice). The staff will turn on the videoconference unit and ensure that a connection has been made, will ensure that the sound is good and then leave the room. The affiliate will ensure that Eyenetwork s client is able to contact a staff member should a connection problem occur. The Eyenetwork client will be instructed to arrive 10 or 15 minutes earlier than the due start time. 7. Test Calls Eyenetwork state clearly in Terms & Conditions, that a test call has to be made at least 24 hours before the videoconference date. The affiliate is provided with the email and telephone number of the Eyenetwork client and asked to email or telephone them to arrange a test call time. Eyenetwork does not pay for test calls apart from any ISDN as accrued, please contact Eyenetwork to authorise testing charges if it becomes lengthy. If a test call fails or becomes excessive in length please inform Eyenetwork immediately so that arrangements can be made for a bridge or so that we can manage the client for you.. 8. Connection Eyenetwork will specify on the booking confirmation, which end is dialling out. The affiliate is not to dial out using ISDN without express permission from an Eyenetwork employee. The Eyenetwork client paying for the Videoconference may not be the person attending the meeting and Eyenetwork has to get permission to increase the costs before agreeing to the affiliate dialling out. If Eyenetwork uses a bridge, the connection may start up to 15 minutes prior to the meeting start time. This is in order to connect each location. Eyenetwork does not expect to be charged for this connection time as it is essential for the videoconference to be successful. If a videoconference has connection problems the affiliate will telephone Eyenetwork immediately, quote the booking reference number and ask for help. This is so important that Eyenetwork requires a signature from the affiliate to state that this is understood. If an affiliate does not contact Eyenetwork during a failing videoconference, it is possible that the affiliate will not be paid for that videoconference. Signed Signed as understood by (print name) Position in the company
9. Eyenetwork will offer the affiliate a free online diary. This is NOT mandatory. Eyenetwork has a diary system that works as a bolt-on to Outlook. This easy to use service means that if you use Outlook, you can put a booking or enquiry from us into your Outlook calendar and it will automatically go into your online Eyenetwork diary. Using this, our staff and clients can see your availability even when you are not in the office. As an International service provider we have clients from all time zones, so for much of your day our clients may not be in their office and for much or your evening our clients will be making bookings. This unique diary and Outlook system allows more bookings with less effort. 10. The affiliate agrees that it will not offer any direct rental of its videoconference or meeting facility to customers introduced via Eyenetwork, unless a period of one year has lapsed since the last Eyenetwork scheduled videoconference. However an affiliate bureau may purchase the right to deal directly with the introduced client for the token sum of 500. If an affiliate bureau is found to have broken this clause, Eyenetwork retains the right to exclude said affiliate from its network. 11. As an affiliate to Eyenetwork you will receive a discount off our scheduling fee from 35 to 20 when you use us to book a far end location. If your bookings with us (that is that you book us for a client) exceed 40 in one year we may then offer a room hire discount. 12. As an affiliate to Eyenetwork you are agreeing to 30 day terms. And we will pay you within 30 days or if we have agreed, by Credit Card, providing your invoice is received by us for no later than 90 days past the date of the video conference. We will not pay invoices received after 90 days past the conference booked date. 13. The affiliate will not disclose any of the terms of this agreement to a third party which may prove to be in direct competition to Eyenetwork. 14. The affiliate will ensure that all necessary local legal obligations in regard to public liability insurance have been met. This means that you will have insurance against something untoward befalling a client when visiting your facility. It is the responsibility alone of the affiliate to ensure this and Eyenetwork are in no way liable for any legal action that may be taken against an affiliate as the result of an event outside of our control which takes place at the affiliate s facility. 15. The affiliate will consider all information regarding client names, attendee names, company names, meeting date and times to be confidential and will not under any circumstances disclose these to any party outside of Eyenetwork. 16. This contract can be terminated by ether party with 10 working days notice, via email to info@eyenetwork.com or by direct phone call. 17. Confirming Eyenetwork will send xxx an email confirmation of a booking. Eyenetwork will not complete any internal forms issued by xxx so that the booking may be completed in the quickest possible time
For xxx For Eyenetwork Signature Title Gemma Pike Accounts Department Date Videoconference Equipment Make and model ISDN numbers IP address Max speed Max speed Extra Equipment Please state Yes or No, WITH ANY PRICES Document Camera (Elmo) Visual concert box (Polycom) Laptop Lead to connect laptop to internet
How will it work with Eyenetwork? Here at Eyenetwork we have built our reputation with hard work and excellent service. We reply to clients as quickly as possible and because of this we get many bookings. We therefore need all of our affiliates to be as equally concerned about service and speed. We believe in satisfying the customer s demands so that they keep coming back to us and making bookings for our affiliates. When a client contacts us and asks for a videoconference bureau we ask them these questions: Where, for how long, what date, how many people are going and do you need ISDN or IP? When we are told the answers we will then email or telephone you and ask whether you are available for the time and date the client has asked for. We need that reply as soon as possible. Our client may have asked other people and we want to win the business. When you reply to us we inform the client of whether you are available and ask them to let us know as soon as possible if they want to book. Sometimes clients are fast and sometimes they take a long time to reply. Sometimes they don t even reply. We will try to let you know what they say. If we do NOT get back to you, please either email the person here who asked you, or consider it as NOT going ahead. When the client does confirm that the booking will go ahead, we email you 2 sheets of paper to confirm the booking. Without this the VC is NOT booked. On the first sheet is your company name and the date and time of the VC. On the second page you will see the details of the connecting site and a box in which you can enter all the details of the VC once it has finished. We ask you to either complete the box and fax it to us after the VC has finished OR use the link that will be sent to you to send the same information. We ask this so that we know that the VC went well and whether there were any problems. What if you have a diary? If you have a diary the Eyenetwork team will ask the same questions of the client. We will then check your diary, whilst talking to the client, and tell them then and there if the time they want is available. We then tick a box on our system and then sends you an automatic email telling you that an enquiry has been entered into your diary. THIS IS NOT YET A BOOKING. When the client comes back to us and confirms the booking we tick another box and you will get an automated email telling you that a booking has been entered into your diary. You will then get an email from an Eyenetwork team member with all the details for that booking. It is really important that you confirm receipt of that email.