LeverettWelcome to

OTELCOYour Complete

Satisfaction is Our Number One Goal

833-OTELCO-1otelco.com

Contents

Welcome 2

Service Plans 3

OTELCO Voicemail 5

Phone Features 6

Navigating the Website 8

Email 10

Managing Your Account Online 12

Your Bill 15

Payment Options 17

Subscriber Information 20

Battery Backup 23

Emergency 911Dig Safe 811 Call before you dig!Do Not Call Registry 888-382-1222 www.donotcall.gov

Important Phone Numbers

OTELCO CUSTOMER CARE1-833-OTELCO-1

Welcome to OTELCOFrom OTELCO President and CEO, Richard Clark

Welcome to OTELCO!

We are excited to be serving the Town of Leverett as your Internet Service Provider. I hope you will find this welcome booklet helpful as you transition to our service.

In this welcome kit you will find useful information about:

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I encourage you to visit OTELCO’s website (otelco.com) where you will find valuable resources such as FAQs, product information, special deals, and our weekly blog. In addition, the OTELCO homepage will be your dashboard for remote access to Email, Online Bill Pay, and for contacting us online.

OTELCO prides itself on our commitment to the communities we serve. The OTELCO Local section of the website provides you with a great way to get your community news out to the public – for free! We happily promote local school and library information, charity events, and non-profit organizations.

As an Internet provider, we understand the importance of Digital Literacy and are committed to facilitating free basic computer classes for the communities we serve. Keep an eye on OTELCO Local for OTELCO-sponsored courses in your area.Should you need any assistance with your new services, please call our customer care team who will be happy to guide you through the process.

Your complete satisfaction is our primary goal!

Sincerely,

• OTELCO’s Website

• OTELCO Email

• Billing and Payment Options

• Customer Care

• Technical Support

• The Lifeline Program

• Preferred Carrier Freezes

Service PlansMonthly Charges

Your total monthly charge will include the fee for the services you select below, any applicable taxes or surcharges, and the Leverett Municipal Light Plant (LMLP) Operator Fee. There will as be a one-time service fee following any new service installation.

LMLP Operator Fee Calculated Annually by the LMLPIn addition to ISP service costs, a monthly LMLP fee for Network Operator and maintenance expenses will appear on your bill. OTELCO collects the fee and remits it to the LMLP. For LMLP information visit https://lmlp.leverettnet.net/leverett-municipal-light-plant/ .

Installation Fee for New Customers $49.95

PackagesTotal Package Unlimited $23.40

A Local Phone and Long Distance package that includes:

• Call Waiting and Call Forwarding• Caller Name ID with Blocking and Unblocking• Voicemail• Call Forwarding Fixed and Busy• Do Not Answer

Long Distance includes unlimited calling to 48 states plus Extended Domestic (Alaska, Hawaii, Puerto Rico, the U.S. Virgin Islands, Guam, and N. Mariana Islands). Calls outside the 48 states and Extended Domestic billed as published International rates.

• Call Return• Flash Hold• Last Number Redial• Three Way Calling• International Block

Stand Alone Services

Stand Alone 1G $23.40

1 Gbps Symmetrical Internet Service, including LeverettNet email, with up to five email boxes.

Note: Email services and addresses other than leverettnet.net (Gmail, Yahoo, Outlook, etc.) will not change.

Stand Alone 1G with a Static IP Address $33.40

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Total Package 1G $38.40

A phone and Internet bundle that includes:

• 1 Gbps Symmetrical Internet• LeverettNet Email • Up to 5 Email Boxes• Long Distance Calling• All of the calling features of the Total Package Unlimited

Total Package 1G with a Static Ip Address $48.40

Additional Calling FeaturesEnhanced Feature Bundle $2.00Includes:

• Do Not Disturb• Anonymous Call Rejection• Speed Dial 100

Premium Feature Bundle $8.00Includes:

• Selective Call Acceptance, Forwarding, and Notification• Selective Call Rejection, Sequential Ring, Simultaneous Ring, Alternate

Number• Broadworks Anywhere

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Classifax: Fax Over IP (FoIP) ServicesClasifax 100 $4.95

A Single User package that includes 100 pages per-month and 8 cents per additional page.

Clasifax Basic $8.95

A Single User package that includes 250 pages per-month and 8 cents per additional page.

Clasifax Standard $19.95

A Single User package that includes 500 pages per-month and 7 cents per additional page.

For additional business products visit: http://www.OTELCO.com/business

OTELCO VoicemailAccess and Configuration

Accessing Your Voicemail

1. Dial *86

2. A tutorial will prompt you to set up your new password which must have a

minimum of six digits.

3. You will be prompted to record your name.

4. You will have the option to record a personalized busy and no answer greeting.

Please Note: When calling VM from your home phone, by default there is no access password required. Should you wish for the system to require a password for voicemail access, please call 833-OTELCO-1 and customer care will set that up for you.

The First Time

OngoingFrom your home phone:

1. Dial *86

2. Proceed to “Available Options”

From a phone outside your home:

1. Dial your phone number

2. When your greeting starts, press *

3. A tutorial will ask you to enter your passcode

Available Options:

• Press 1 to play messages

• Press 2 to change “Busy Greeting”

• Press 3 to change “No Answer Greeting”

Message Options• Press 1 to skip back a few seconds

• Press 2 to pause/resume the message

• Press 3 to fast forward a few seconds

• Press 4 to skip to beginning of the message

• Press 6 to skip to the end of the message

• Press 7 to delete the message

• Press # To save the message

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Phone FeaturesA Brief Guide

Standard Calling Features

Call Waiting *43 turn on / #43 turn off

Call Forwarding (CF) *72 turn on / *73 turn off

CF Busy *90 turn on / *91 turn off

CF Do Not Answer *92 turn on / *93 turn off

Call Return *69

Flash Hold *22

Last Number Redial *66

Call ID Block *31 turn on / #31 turn off

Per Call ID Block *67

International Block Please call 833-OTELCO-1 for a PIN that will allow you to make an international call.

Three Way Calling Place first call on hold(*22), then dial the next call, once connected, *22 will join the calls.

Enhanced Features

Anonymous Call Rejection *77 turn on /*87 turn off

Allows you to reject calls from anonymous parties who have explicitly restricted their Caller ID.

Do Not Disturb *78 turn on/*79 turn off

Allows you to set your phone service as unavailable so that incoming calls hear a busy tone.

Speed Dial 100 *75 to set up list

Allows you to dial single digit codes to call up to 100 different numbers.

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Premium Features

Selective Call Acceptance*

Allows you to define the telephone numbers that will be allowed to reach your telephone number. If an incoming telephone number is on the list, the call will complete to your phone. All other calls are blocked, and the inbound caller is informed that the user does not wish to receive the call.

Selective Call Rejection*

Enables a user to define the telephone numbers that will not be allowed to reach the user’s telephone number. If an incoming telephone number is on the list, the call is blocked, and the caller is informed that the user is not accepting calls.

Call Notify*

Allows you to define criteria that cause specific incoming calls to trigger an e-mail notification or a short message to a cell phone. If an incoming call meets your specified criteria, a notification is sent informing you of the details of the incoming call attempt.

Sequential Ring*

Allows you to define a “find me” list of phone numbers that are alerted sequentially for incoming calls. While the service searches for you, the calling party hears a greeting followed by periodic comfort announcements. The caller can also interrupt the search to leave a message by pressing a specified key.

Simultaneous Ring*

Allows you to have multiple phones ring simultaneously for their inbound calls. For example, inbound calls to your home phone could also ring to your mobile phone.

Broadworks Anywhere*

This extends your phone services so that you can make or receive calls from any other fixed phone or mobile phone number.

Alternate Number

Provides a distinctive ring for a second number on a single phone line. You can have up to 10 Alternate Numbers, but there are only three distinct ring patterns. Please call 833-OTELCO-1 to arrange for this feature.

Call Forwarding Selective

Allows you to define criteria that causes certain incoming calls to be redirected to a different telephone number. #76 to activate and set up, #77 to deactivate. Please call 833-OTELCO-1 to arrange for this feature.

*Requires access to our secure portal, please call 833-OTELCO-1 opt 1 for set-up.

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Navigating the Websiteotelco.com

LeverettNet OnlineThere is a place on OTELCO’s website designed for our LeverettNet customers. To find it, navigate to the “Residential” tab of the taskbar. From the drop-down menu select “LeverettNet.”

On the LeverettNet page, you can:

A. View available phone and

Internet plans

B. Find the answers to

common questions in the

FAQ Section

C. Download the Leverett

Welcome Booklet

D. Reach out to OTELCO with

any questions with our

convenient contact form

A

BC

D

A

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Managing Your Bill OnlineYou can efficiently manage your bill online with OTELCO’s SmartHub portal. To access SmartHub simply click on the grey “Pay Your Bill” button on the top right-hand corner of the page. You can also access the portal at the foot of the page, in the “Quick Links” menu.

Accessing Your EmailTo access your email, scroll to the bottom of OTELCO’s home page. Under the “Quick Links” menu select “Access Your Email.”

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NewsUnder the News tab, on OTELCO’s homepage taskbar, you can access:

• OTELCO’s Blog: Stay up to date on everything from industry news to OTELCO events by subscribing to our weekly blog.

• OTELCO Local: Learn about upcoming community events on OTELCO Local. If you are hosting an event or know of events happening in your area, we would love to post about it online. Just send the information to otelco.local@otelco.com.

• Press Releases: This is where OTELCO posts company news, such as new hires or project developments.

EmailFor LeverettNet Users

Email services and addresses other than LeverettNet.net (Gmail, Yahoo, Hotmail, etc.) will not change or require any action on your part.

If you’re using or adding a LeverettNet.net email, please follow the instructions below.

Basic IMAP SettingsOutgoing Mail Server: mail.leverettnet.netOutgoing Server Port: 587 (STARTTLS Encryption)

NOTE: Please check box that says “requires authentication”

Although others will work, the OTELCO recommended mail client is Mozilla Thunderbird. You can download Mozilla at https://www.mozilla.org/en-US/thunderbird/.

Mail Client

Thunderbird Walkthrough

1. Click “Email”

2. Click “Skip this and use my existing email”

3. Fill in your name as you want other to see it, full email address and password, then click “Continue.”

4. Thunderbird will attempt to find your email settings; these are currently wrong. Click “Manual Config” here.

5. Manual configuration: your settings should be identical aside from the name, username, email, and password. Verify that Username is your full email address for incoming and outgoing. Do not click “Re-test” but instead click “Don’t.” Then make sure you send yourself a test email.

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Email Inboxes

• Go to otelco.com and scroll down to the bottom of the page to the “Quick Links” section and click “Access Your Email.”

• Next, enter your email address and password and hit “Login.”

• Select the “Webmail” option from the navigation panel at the left.

• Select one of two email desktop formats.

• Begin reading, deleting or sending email from your account.

Accessing OTELCO WEBMAIL

SETTING UP ADDITIONAL EMAIL MAILBOXES

Click on “Manage Mailboxes”

Click the blue button on the right labeled “New Mailbox”

Complete the form and click “Create Mailbox”

SUCCESS! From here you can edityour mailbox(es), or repeat the steps to create another new mailbox.

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Managing Your Account OnlineSmartHub

SmartHub Registration

If you are looking to pay your bill online, you must first register in the OTELCO SmartHub Portal.

• Click on the “PAY YOUR BILL” button at the top right hand corner of the www.otelco.com homepage.

• Click the link next to “New User” at the bottom of the page.

• Enter the requested informationo You can find your billing account number on the top of your billing

statement.

• You will be prompted to enter a security phrase – enter it in the space provided and click Save.

• Once you set your security phrase, the OTELCO SmartHub Dashboard will appear.

• During future logins to SmartHub, if you forget your password, or which email account is associated with online bill pay, click the “Can’t access your account?” link on the SmartHub Portal and follow the prompts.

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SmartHub Dashboard

The SmartHub Dashboard is where you can find a summary of your account(s), pay your bill, manage your account, and access past bills and payment history.

To manage your accounts, click on the “My Profile” tab and then select “Manage My Registered Accounts” from the Quick Links menu on the left. If you have multiple accounts, this is where you can manage them by either adding or removing accounts to pay online.

Updating Your SmartHub Profile

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To update any information previously entered into SmartHub, log in to the SmartHub Portal and select “My Profile” from the top menu. Remember to hit the “Save” button if/when you change anything. From this screen, you can update your:

• Registered Accounts

• Stored Payment Options

• Security Phrase

• Secret Hint Question

• Bill Printing Settings

Updating Your Security Phrase

If you change your Security Phrase, remember to look for it the next time you log in and enter financial information. If your updated Security Phrase is not there DON’T enter any sensitive information and contact Customer Care.

Updating Your Password and Email If you change your email address, remember that it will be your username the next time you sign in to SmartHub. If you change your password, write it down somewhere safe

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Your BillUnderstanding and Printing

Understanding Your Bill

A: The Bill Header Section is a quick way to look at your previous and current balance, along with any payments or adjustments that have occurred in the last billing cycle.

B: Bill at a Glance is a summary of each service and associated charge.

C: Always check the Message Center for important information from OTELCO.

D: Tear off the Remittance Stubto return with your payment. No staples, or paperclips, please.

E: In the Monthly Usage Section you can find a more detailed explanation of charges associated with each service. We itemize charges for each type of service.

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Print Settings

1. Log into the SmartHub Portal

2. Select “ My Profile” from the top menu

3. Select “Update My Printed Bill Settings” from the left menu

OTELCO offers you two options for receiving your bill: electronic statements and paper statements. You can manage how you receive your bill online at the SmartHub Portal.

Electronic StatementsEliminate bulky paper statements by electing to receive your monthly bill electronically. OTELCO will send you an email notification when your bill is available for review and payment in the SmartHub Portal. As our thanks, OTELCO will credit your account $0.50 each month.

Paper Statements

Receive your payments via U.S. Mail each month. Statement arrive 3-5 days after mailing from our billing center.

Setting Your Preferences

4. Move the toggle switch under “Printed Bill Status” to On.

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To receive electronic statements:

Payment OptionsManagement and Customization

With OTELCO, you have two options for paying your bill, electronically through our SmartHub Portal or by phone with OTELCO SmartPay.

When paying online, you may set up either Auto Pay or Online Bill Pay on your own by following the directions below. If you need assistance, you may call us at1-833-OTELCO1 (833-683-5261).

ONLINE BILL PAY

Adding Your Payment Information

Before you pay your first bill, you must add your payment information:

3. A secure window will appear where you can enter your payment information.

Paying Your Bill

Once your payment information has been added you can easily pay your bill online. Click on “Pay My Bill” from the Quick Links menu at the left of the SmartHub Portalto get to the payment screen where you can enter the amount you’d like to pay and click “Pay Now.”

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1. From the blue taskbar at the top of the page select “My Profile.”

2. You will arrive at “My Stored Payment Accounts” where you can add a card or bank account by selecting the appropriate green button.

AUTO PAYWith Auto Pay, your checking account, savings account, or credit/debit card will be automatically debited on the 15th of the month if your bill date is the 1st . If your bill date is the 15th your account will be debited on the 20th of the month.

Follow these steps to set up Auto Pay:

1. From the Quick Links Menu choose “Pay My Bill."

4. Click “Sign Up for Auto Pay” and then select your preferred payment option from the dropdown menu.

2. From the Menu on the left select “Manage My Stored Payment Accounts.”

3. From the “Manage My Stored Payment Accounts” page select “Auto Pay Program.”

5. You will be sent to a secure page where you will enter the necessary information for Auto Pay activation. After you have entered all of the information, click Continue and follow the prompts.

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Paying By PhoneOTELCO SmartPay is a secure toll-free number you can use to make payments over the phone: 1-844-849-1517. SmartPay allows you to pay by e-check or credit card. During each call you will need to enter your OTELCO Account Number. You can find your account number at the top of your bill statement.

The first time you pay by e-check in place of a credit/debit card, you will have to validate your identity with either the last four digits of your Social Security Number or your Federal Tax ID Number. From there, you can create a 4-digit PIN that you will use in future calls (the PIN cannot be all zeros). If you have difficulty with validation, please contact Customer Care at 833-OTELCO-1 for assistance.

Paying by E-Check

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Subscriber InformationImportant Customer Materials and Phone Numbers

OTELCO’s AUP is designed to help protect OTELCO, OTELCO’s customers, and the Internet community in general from irresponsible or illegal activities.

You may not transmit, distribute, or store any information using your OTELCO services in violation of any applicable law or regulation. This includes material protected by copyright or trademark as well as material that is obscene, defamatory or constitutes an illegal threat

OTELCO may terminate your right to access certain OTELCO services if you are found to be infringing the intellectual property rights of others. You may not send unsolicited build email messages (“spam”) from your OTELCO email

For a full explanation of OTELCO’s AUP visit: www.otelco.com/pdfs/OTELCO_ACCEPTABLE_USE_POLICY_2017.pdf

Customer Proprietary Network Information

CPNI includes the type, technical arrangement, quantity, destination, and amount of use of telecommunications and Internet services and related billing for those services.

CPNI data is not to be shared with any non-OTELCO company. Under FCC rules, OTELCO may share your CPNI with other OTELCO companies that provide related services unless you tell us otherwise. If you do not want OTELCO to share your CPNI with its affiliates, you may “opt-out” by notifying us within the next 30 days by:

• Calling our toll-free number 1-800-231-8767 anytime, twenty-four hours a day, seven days a week.

• Email optout@otelco.com with the following information: o Your name o The name that appears on the account o The billing number of your account o Say/type -“I wish OTELCO to restrict use of my CPNI”

For further information regarding your CPNI rights, please visit:http://www.ottcommunications.com/pdfs/CPNI_Notification_2017.pdf

Acceptable Use Policy

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Third Party Notification

Massachusetts Department of Telecommunications and Cable (DTC) regulations provide special protection to households in which all adult residents are 65 years of age or older. If your household qualifies, OTELCO may not discontinue service without approval of the DTC.

Qualifying households may designate a third party of their choice to whom OTELCO will also send notices of past-due bills and disconnection notices. Sending discontinuance of service notices to a third party does not place an obligation on that party to pay the bill, nor will it necessarily defer or prevent the disconnection of service if payment is not made as required.

A customer may request these protection by printing this page, signing, and returning it to OTELCO. The protection afforded by these procedures will remain in effect until withdrawn by the customer or service is removed for reasons other than payment.

Age 65 or Over Notification and Third Party Designation

1. Age 65 or Over Notification (to be completed and signed by customer) I hereby certify that I am the customer of record for the account specified below and that I and all other adult residents of my household are 65 years of age or older, and that the information given below is true and correct:

My Name (please print):_______________________________________ Date of Birth:_____________________

Street Address:______________________________________ Telephone Number: (___ )________________

City: ___________________________________________ State:______________ Zip Code:________________

Customer Signature:____________________________________________________ Date _________________

2. Other Adult Residents (please print)

Name: Date of Birth:___________________

Name: Date of Birth: ___________________

3. Third Party Notification Request (to be completed and signed by customer) I request that the Company send to the person designated below, notification of all past-due bills for the above account; notices of termination of service and notices of a right to hearing at the DTC.

I acknowledge that the designated third party does not incur any liability for the payment of my account. I agree that the Company incur no liability whatsoever for failure to provide the requested notice for any reason.

PLEASE PRINTName of Person or Agency to be Notified__________________________________________________________

Street Address: _______________________________________________________________________________

City: _________________________________ State: ___________________ Zip Code: _____________________

Customer Signature:___________________________________________________________________________

Telephone Number: (____)_______________________________________________________________

Mail to: OTELCO Communications, 56 Campus Dr., New Gloucester, ME 04260

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Massachusetts Deaf Relay Service 711

1-800-439-2370 (T)

1-800-439-0183 (V)

1-866-645-9870 (ASCII)

1-866-887-6619 (VCO)

1-800-439-2370 (English)

1-866-930-9252 (Spanish)

1-800-439-0183 (STS)

Customer Care and Technical Support

Customer care is our business! We do not outsource, when you call us you’ll reach a team of well trained professionals whose primary concern is your satisfaction.

Our Network Operations Center, the NOC, provides 24/7/365 technical support. 833-OTELCO-1, option 1

Our customer care staff is available for product, service, and billing inquiries during regular business hours from 8 A.M. to 5 P.M. Monday through Friday. 833-OTELCO-1, option 2. Hours may vary by location.

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Battery Back-UpFor Fiber Based Phone Service

Your OTELCO fiber-based phone services require electricity to function. Your service includes a battery back-up unit which can provide up to 24 hours of service during a power outage. Stay Connected During Power Outages!

Replacement Batteries

Service LimitationsYour battery provides up to 24 hours of standby power to your modem and voice service. Battery time may be lower depending on battery age or if your modem is kept in a hot, cold or unclean environment. You can preserve battery life during a power outage by using your phone service sparingly and not using your internet services.

PLEASE NOTE: Battery back-up will only work with an “old fashioned” corded phone. It will not work with an electric powered cordless phone or medical/security-monitoring system.

If you need to replace your battery, you may do it yourself or use one of the electricians certified by LeverettNet to work on ONT and UPS issues.

Please see https://lmlp.leverettnet.net/frequently-asked-questions/ for specific directions on where to find replacement batteries, how to replace the battery yourself, and for a list of certified electricians.

Battery Testing and Monitoring

You are responsible for monitoring and maintaining your backup battery. A visual indicator on the battery will show you when:

You can test the unit by disconnecting the AC power cord per the owner’s manual. The DC visual indicator should turn green when AC power is disconnected and go out when AC is reconnected. The System Status visual indicator should stay green whether on AC power or battery power

• Battery replacement required

• Battery alarm has been silenced

• Unit is working on backup battery power

• Unit working on AC power and battery is normal

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OTELCO’s services include:

High Speed Internet

Reliable High Quality Telephone Service

Cloud Faxing Solutions

Domain Hosting

Cloud Hosted Telephone Solutions

Cloud and Managed Services

833-OTELCO1otelco.com