Demarcation Point and Division of Responsibilty past the Network Interface

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  • A Network Interface is the location where the communication company hands off service to the customer's internal wiring.
  • A Demarcation Point is the location where ACD's responsibility for debugging and troubleshooting ends and where the responsiblity of the Customer begins.

You can find more information about a Network Interfaces and Network Interface Devices here:


Demarcation Point Description and Division of Responsibility

A Demarcation Point is delineates a division of responsibility for troubleshooting.

A Network Interface is the hand off point from a telecommunications company. In some occasions, where ACD is providing DSL, T1 or EFM service to customers, we use a Wirecenter Provider, which is responsible for providing ACD wires and equipment to get from your location to our network. Usually, when ACD provides Fiber Optic Service, we are also the Wirecenter Provider, and ACD directly provides our own wiring. A Network Interface refers to the point where a telecommunications or cable company hands off to ACD.

A Demarcation Point and a Network Interface can be at the same point, but don't necessarily have to be.

For example, on the Service Provider Side of the Network Interface, ACD is responsible for the quality of the connection. On the Customer Side of the Network Interface, the Customer is responsible for the connection.

The point where responsibility ends and a hand off of responsibility to another party is called the Demarcation Point.

Division of Responsibility for Network Elements:

                                             Wiring Problem     Equipment Problem  Damaged/Lost Equipment or Wiring*
ACD Network                                      ACD                  ACD                 ACD
Network Interface                                ACD                  ACD                Customer
Demarc Extension                                 Customer           Customer             Customer 
ACD owned [[Customer Premise Equipment]]         N/A                  ACD                Customer
Customer owned [[Customer Premise Equipment]]    N/A                  CUSTOMER           Customer
Inside Wire                                      Customer             N/A                Customer
Customer provided handset                        Customer             Customer           Customer
ACD provided Handset under term agreement        Customer             ACD                Customer              

* Customers in general are responsible for housing and securing ACD owned equipment. If the equipment is lost, stolen, or damaged, 
usually the customer is responsible for replacing at their own cost. All ACD equipment should be kept in a secure location. The 
equipment deployed at a customer site is actually owned by ACD, unless the customer has purchased their own equipment. 

Simple Chart of Division of Responsibility:

ACD's Network is               Customer's Network is 
ACD's responsibility <-----> Customer's Responsibility
                    Network Interface

Graphic of Division of Responsibility:

ACD Network ---------> Network Interface <---> Demarc Extension ------> ACD owned equipment --->Inside Wire--> Customer Equipment
   ^                    ^                  ^         ^                  ^                             ^         ^      
   |                    |                  |         |                  |                             |         |
   |                    |                  |         |                  |                             |         |
 ACD Responsible  ACD Responsible   Demarcation  Customer           ACD responsible for        Customer     Customer      
                                      Point     Responsibility      if customer has an         Responsibility  Responsibility
                                                                    agreement in effect 

In general, ACD's responsibility for wiring ends at the Network Interface. If there are problems with your service beyond the Network Interface, the wiring is generally the customer's issue.

A dispatched technician will test at the network interface to prove or disprove service works at the network interface. After that point, the wiring is the customer's responsibility.

In some instances ACD can repair the wiring. However, any such repair will be charged a fee for repair or debugging, and may be assessed a Truck Roll Fee.

Division or Responsibility For IPBX Hosted VOIP Service

This service provides phone handsets to customers, which puts these handsets inside of the customer's buildings, usually at their desks.

ACD Network ---------> Network Interface <---> Demarc Extension ------> ACD owned equipment --->Inside Wire--> Customer Handset
   ^                    ^                  ^         ^                  ^                             ^         ^      
   |                    |                  |         |                  |                             |         |
   |                    |                  |         |                  |                             |         |
 ACD Responsible  ACD Responsible   Demarcation  Customer           ACD responsible for        Customer     Customer      
                                      Point     Responsibility      if customer has an         Responsibility  Responsibility
                                                                    agreement in effect

Demarcation Wiring Extension

Demarcation Wiring Extentions, also called Demarc Extenstion, is an extension of wiring from the Network Interface to the Customer Premise Equipment.

A Demarc Extension goes:

ACD charges for performing Demarc Extensions, and also charges for debugging Demarcation Extensions to the Customer via a Truck Roll Fee

If the below circumstances are met, ACD may waive the Truck Roll Fee.

  • The Demarc Extension was performed by ACD.
  • No modifications were performed on the Demarc Extension, by non-ACD personnel at any time.
  • There are no other provider's services running or operational on the Demarc Extension.
  • The Customer is a Business Services Customer.
  • The Customer is under an Active Term Contract.
  • There is no damage caused on the line.
  • The Wiring, whether installed by ACD or not, conforms to the Demarc Extension Wiring Specifications.

If these above conditions are met, ACD will waive the Truck Roll Fee on ACD owned Demarc Extensions.

Ordering Circuits to a Specific Network Interface

When placing orders for circuits to an Address, ACD does not have the ability to specify and/or require to a Telco which Network Interface Device or with what Demarcation point. We cannot order to a specific Network Interface under most circumstances.

Getting a new Network Interface

Existing Building: For an existing building, the customer can request a new network interface through the existing wirecenter telco. In any event, this is going to cost money. The telco companies do not install new network interfaces or relocate them for free. In addition, the serving telco is not required to put in a new network interface, if the existing network interface is functioning properly. If you want a new or different network interface, please contact ACD.

New Building: For a new building where there is not a network interface in existence, there will be a cost to install the network interface from the serving wirecenter telco. The serving wirecenter telco can legally charge these fees. These fees usually include the expense to trench new cable, put in conduit, wire panels, and possibly electronics. Please contact ACD if you have a new building and need a Telco network interface. If fees have not been paid to the serving wirecenter telco, or to ACD to forward on to the serving wirecenter telco company, ACD will not be able to provision service, even after the Network Interface.

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