Operator Agreement
Operator Agreement
The Operator Agreement defines the contractual relationship between the Project Owner (the Owner) and the Network Operator (the Operator), setting forth the obligations and responsibilities for the ongoing management, operation, and enhancement of the network infrastructure. This agreement ensures that the Operator delivers consistent service quality, operational efficiency, and excellent customer support in line with predefined Key Performance Indicators (KPIs).
Purpose
The agreement aims to:
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Entrust the Operator with the responsibility of overseeing daily network functions and customer interactions.
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Set forth procedures for handling MACDs to accommodate customer needs promptly.
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Implement efficient operational workflows for new service hookups, ensuring a seamless customer experience.
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Delegate billing responsibilities for services rendered to Retail Service Providers, maintaining the Owner’s revenue stream.
Operator’s Role and Responsibilities
The Operator’s duties include, but are not limited to:
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Handling Moves, Adds, Changes, Disconnects (MACDs): Rapidly addressing any requests for changes in service configurations, including the seamless transition of customers moving in or out, scaling services up or down, and ensuring any alterations are done without disrupting the overall service quality.
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Facilitating Ongoing Service Hookups: Efficiently managing the integration of new customers into the network, overseeing the installation process, and ensuring compatibility with various service offerings.
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Conducting Operational Activities: Overseeing daily operations encompassing network surveillance, incident management, and the execution of routine maintenance to minimize downtime and ensure network longevity.
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Billing Retail Service Providers: Implementing accurate and timely billing procedures for the services provided to RSPs on behalf of the Owner, which includes ensuring the collection of revenues and facilitating financial settlements.
Key Performance Indicators
Critical KPIs to assess the Operator’s effectiveness include:
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Accuracy and timeliness of MACD execution.
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Speed and efficiency of service hookup installations.
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Operational uptime, network reliability, and incident resolution metrics.
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Customer satisfaction levels and response time standards.
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Billing accuracy, revenue collection efficiency, and dispute resolution times with RSPs.
Financial Terms
The financial arrangements detailed in this agreement cover:
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A transparent fee structure that rewards operational excellence and penalizes deviations from agreed performance standards.
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Defined payment schedules and escalation clauses related to service delivery and customer base expansion.
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Clear audit and reporting stipulations to ensure all financial dealings are above board and easily scrutinizable.
Term and Termination
This section outlines the agreement’s validity period, the possibility of renewal, and conditions for early termination or exit strategy for both parties.