Wholesale, Partner and Rebill Additional Terms and Conditions of Service
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Wholesale, Partner and Rebill Additional Terms and Conditions of Service
TERMS & CONDITIONS FOR WHOLESALERS, BILLING AGENTS, AND PARTNERS
Section 1 – General Terms
A CUSTOMER who is a ‘RESELLER’ is a company or person who resells a Frontier Networks (Frontier) managed services design. In this case, Frontier provides input into the customer design, equipment selection, and delivery used in the creation, deployment, and ongoing support of the end user.
a) A ‘resale’ link refers to a link and router professionally installed by Frontier staff or a recognized subcontractor, managed via Frontier’s Network Operating Centre (NOC) monitoring and support tools.
b) A CUSTOMER who is a ‘WHOLESALER’ is a company (not an individual) that buys, marks up, and sells a standalone or series of standalone links. In many cases, these wholesalers will provide their own modem or router.
c) A ‘wholesale’ link refers to a link that is often sold without a router and/or modem. These devices and their configuration are the responsibility of the wholesaler.
d) An ‘AGENT’ is a company or person who recommends Frontier Networks’ managed services design. In this case, Frontier retains full control over the customer design, equipment selection, and delivery used in the creation, deployment, and ongoing support of the end user.
e) A ‘BILLING REPRESENTATIVE’ is a company that provides re-billing services on behalf of Frontier Networks for its managed services design.
Section 2 – Billing, Collection, and Commercial Terms
a) Commercial terms between Frontier and its RESELLERS, WHOLESALERS, or AGENTS are outlined in the Master Services Agreement (MSA), available here.
b) These commercial terms include the notice periods defined in Section 3 (Compensation) of the MSA, ensuring clarity in alignment with the CRTC rules and regulations that apply to Frontier but not necessarily to the RESELLERS, WHOLESALERS, or AGENTS.
c) Any billing charge that does not align with your records must be reported within 90 days of the statement date. Frontier is not obligated to provide reconciliation for disputes raised after this period.
d) The main agreement between Frontier Networks (“Frontier”) and the CUSTOMER (“Customer”) is located here. Section 17 (Assignment) of the MSA prohibits a CUSTOMER who is a WHOLESALER or RESELLER from selling collective end-user clients without prior written consent from Frontier. This protects the interests of all parties, including the underlying user of our services, by limiting unauthorized transfers.
e) Although rare, there may be instances when a vendor’s technician misses an appointment. If this occurs, Frontier will notify the wholesaler as soon as we are informed and rebook the appointment promptly.
f) It is essential to recognize that notice periods, as outlined in Section 3 (Compensation) of the MSA, exist for the following reasons:
Item 1: Our agreement extends not only our terms and obligations with the underlying carrier but also encompasses expenses such as:
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- One-time charges
- Deferred charges
- Compensation charges
- Capacity charges (costs assumed by Frontier for you)
- Billing charges
- Cancellation fees (e.g., Rogers’ $5 disconnect fee + Frontier’s $5 service fee)
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Item 2: Frontier requires notice periods to manage backend charges and network considerations that impact Frontier’s commercial arrangements, including capacity charges and network planning. Details are outlined in the MSA here.
Section 3 – Limitations of Services Provided
Frontier provides Internet access using shared network resources. This includes traffic aggregation on shared links and routing through shared resources.
a) All Third-Party Internet Access (TPIA) services are provided on a “best effort” basis and are not governed by Frontier’s Service Level Objectives.
Section 4- Confidentiality
a) Frontier agents, partners, and wholesalers are strictly required to identify Frontier as the service provider. The use of Frontier’s vendor names for marketing is prohibited, except in the following circumstances:
i) When scheduling an installation, if it is necessary to disclose the vendor’s technician is being dispatched.
ii) When public tariff announcements from Frontier or the vendor impact the commercial agreement. This includes CRTC filings or other public records.
Section 5 – Disclosures
Your agreement is strictly with Frontier Networks and not its originating vendors. You are not permitted to discuss, market, or reference vendor brand names or trademarks except under the conditions outlined in Section 4.
Section 6 – Vendor-Specific Policies
a) Bell Canada: Wholesale network access is not currently subject to traffic management policies.
b) Cogeco: Employs deep packet inspection for upstream traffic to manage peer-to-peer applications. No content records are maintained.
c) Rogers: Applies network management techniques to limit spam, viruses, and security threats. These practices also apply to wholesale network access.
d) Shaw: Reduces upstream bandwidth for peer-to-peer applications during congestion. These practices do not affect downstream traffic or real-time applications.
e) Telus: Redistributes network capacity in congested areas by temporarily reducing speeds for heavy users.
f) Videotron: Applies upload measures during congestion for 120 Mbps or higher speeds. Congestion thresholds are monitored, and bandwidth may be reduced temporarily for specific users.
g) Eastlink: No performance-impacting policies have been disclosed at this time.
Section 7 – Installation Windows
a) Installation windows provided by telco or cable companies are generic. These may range from half-day to full-day time slots.
b) In a business environment, this typically works well due to regular operating hours. In residential cases, the customer must ensure someone is present during the scheduled time to avoid additional charges.
c) If the first installation attempt is unsuccessful, Frontier Networks is not liable for any resulting delays or inconvenience. Customers agree to hold Frontier harmless and have no claim through Frontier against the underlying service provider.
Section 8 – Residential Grade Services
Other Generic Comments About Residential Grade Services
a) Bandwidth availability is subject to unusual events (e.g., new Netflix releases or major downloads) that may cause congestion. Business customers should consider dedicated circuits for better control.
b) Many TPIA providers block ports 25 and 53. If required, Frontier can assist with solutions, including Cisco routers with Dynamic VPN or spam filtering.
Section 9 – Tariffs
Vendor tariffs are binding and must be adhered to. You are responsible for compliance. Tariff details for providers are linked below:
a) Cogeco Cable
b) Shaw
c) Eastlink
d) Rogers
e) Bell Canada
f) Telus
Section 10 – Acceptable Usage Policy (AUP)
The Acceptable Usage Policy (AUP) outlines prohibited uses of Frontier’s network, products, and services. Access it here.
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