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This document outlines the responsibilities of customers receiving Fibre-to-the-Home (FTTH) or Fibre-to-the-Business (FTTB) services delivered via the Openserve Network.

1. Premises Access

• The customer must provide Openserve or Alphaconnect technicians safe and reasonable access to the premises for installation, maintenance, and repairs.
• Access must be arranged during normal business hours unless otherwise agreed.

2. Installation Requirements

• The customer must ensure the installation area is safe, accessible, and prepared for cabling and equipment.
• Permission from landlords, estates, complexes, or property managers must be obtained in advance.
• Openserve may drill, mount, or route fibre as required; the customer must approve placement.

3. Customer Equipment

• The Openserve ONT (Optical Network Terminal) remains property of Openserve.
• The customer must not tamper with, relocate, or modify the ONT or fibre infrastructure.
• Any damage caused by customer negligence may result in repair or replacement fees.

4. Power Requirements

• The ONT and router require continuous power.
• Connectivity interruptions caused by power failures (including load-shedding) are not faults and will not trigger Openserve dispatch.

5. Fault Reporting

• All faults must be logged directly with Alphaconnect.
• The customer must provide accurate troubleshooting information to assist diagnosis.
• Openserve will only dispatch technicians after Alphaconnect escalates the issue based on testing results.

6. Missed Appointments

• Missed technician appointments may result in call-out or rescheduling fees.
• The customer must ensure someone 18+ is present for the appointment.

7. Internal Network Responsibility

• Openserve is responsible only for fibre up to the ONT.
• Customer Wi-Fi, LAN wiring, internal routers, extenders, and device connectivity are the customer's responsibility.

8. Network Performance

• Speeds are dependent on the customer's router, device capability, and internal network.
• Ethernet is recommended for maximum performance.

9. Moving Premises

• The customer must notify Alphaconnect if they relocate.
• Openserve may charge fees for relocation or reinstallation.

10. Tampering & Abuse

• Any tampering with fibre cabling, ONTs, distribution boxes, or network points is strictly prohibited.
• Such actions may lead to service termination or penalties.

11. Safety & Environment

• The customer must keep the area around the ONT and cabling dry and ventilated.
• Pets, children, or hazards must not interfere with equipment.

12. Termination

• Upon cancelling the service, the customer must leave the ONT installed.
• Removing or damaging fibre infrastructure is strictly prohibited.