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FiberNet Advisory Board Minutes 04-09-2013MINUTES FIBERNET MONTICELLO ADVISORY BOARD MEETING Tuesday, April 9, 2013 — 6 p.m. 2nd Floor Conference Room, Prairie Center Building Present: Clint Herbst, Glen Posusta, Wayne Mayer, Dennis Sullivan Absent: Jon Morphew Others: Jeff O'Neill, Brett DeMarais, Mark Pultusker 1. Call to Order Clint Herbst called the meeting to order at 6 p.m. 2. Additions to Agenda • DVRs (Glen Posusta) 3. Approval of Meeting Minutes — February 12, 2012 GLEN POSUSTA MOVED TO ACCEPT THE FEBRUARY 12, 2012 MEETING MINUTES. DENNIS SULLIVAN SECONDED THE MOTION. MOTION CARRIED 3 -0. (Wayne Mayer arrived at this time) 4. System updates a. Bond Restructuring Status Report — no report b. System Upgrades — Mark Pultusker reported that billing system is converted and in the process they audited billings and found a number of instances where subscribers were not being charged on the previous system or charged improperly. (see 4.c.) C. Billing system conversion • Install charges for commercial accounts to connect fiber to building — Mark Pultusker pointed out a dilemma with potential customers that want to hook up to FiberNet but don't have a drop to the building. Clint Herbst reminded the group that all buildings had an opportunity for a free drop when the city was installing fiber all over the city. Now that the crews are no longer here, the city should be charging to install the drop. Mark Pultusker would like to be able to calculate an install rate based on actual cost, value of subscriber services, and length of agreement. Mark Pultusker commented that this policy would apply to commercial only at this time, but eventually he may ask to have a fee charged for residential. FiberNet Advisory Board Minutes —April 9, 2013 • Backbilling subscribers for services used but not billed previously — Mark Pultusker understands that they should be able to go back 3 years. Questions arise on how they should handle this. Clint Herbst suggested that perhaps FiberNet could offer a multi -year agreement to pay back on large amounts that are due. Mark Pultusker noted that if this results in customers threatening to leave, he would recommend that they do get backbilled because they do owe the money. He would rather work out something over time and keep the customer. Glen Posusta suggested that they come up with a figure above which they will try to collect. Mark Pultusker said that the total owed is in the $20,000 range and he has already notified customers that owe larger amounts. Mark Pultusker would like to get direction from the Advisory Board on how to handle this. Consensus is for Mark Pultusker to contact subscribers that owe and work out an agreement that exchanges forgiveness of amount owed for entering into a longer term contract. d. Marketing and PR (May or June and marketing philosophy) - Mark Pultusker stated that as small company they need to be more focused and personalized with marketing efforts. He would like to target specific individuals or companies with demos and informational sessions. Starting this weekend, FiberNet vehicles will be left in city lots to help get the name out there in the community. Mark Pultusker is still working on some upgrades that he wants to finish before he makes a public announcement. Mark Pultusker is also working on updating the current tagline (It's Your Company). Dennis Sullivan remarked on a posting on the website that the game (NCAA final) would be on Channel 86. He recommended that those types of announcements should also be posted on Facebook or emailed out. Mark Pultusker commented that he recently took care of issues for 2 customers that had problems for the last 2 years. His concern is focused on retaining current customers and not so much on recruiting new customers at this time. New customers will come as the system is improved and marketing is done. Mark Pultusker discussed some of the ways that he trains with the technicians to resolve customer service issues. e. Level II support and part time staff — Mark Pultusker reported that they have switched over to having one person in the office taking care of support calls. The policy in place is to respond by next day. Mark Pultusker has received requests to sell fiber, but FiberNet does not sell fiber. Mark Pultusker would be willing to make exchanges that benefit FiberNet. Mark Pultusker noted that the data center (head -end) has been upgraded. Clint Herbst suggested holding the next Advisory Board meeting at the Head -end and do a tour at the beginning of the next meeting. Jeff O'Neill stated that it appeared that more space resulted from the reorganization. Mark Pultusker said they moved areas and got rid of excess items that were taking up space. 2 FiberNet Advisory Board Minutes — April 9, 2013 Mark Pultusker talked about his contact with the school to provide assistance with a special project to connect the alternative learning center to the rest of their buildings. 5. Product and Service Development Update a. Leasing dark fiber — buying and selling (covered in pre`v'ious item) b. Co- location/Data Center /TLS to downtown (TLS- transparent Ian service) - Mark Pultusker recently talked to a potential customer to provide a solution to connect them to the 511 building C. IT services — Virtual Ethernet — back -up CLOUD services (no report) d. Wi Fi to city locations (Ex. parks, downtown, SPLASH PAGE MARKETING) - FiberNet is looking at adding an entrance page to all of the wifi in city buildings that would advertise FiberNet as bringing them the internet service. e. FTTH Communications Services - Mark Pultusker is looking at a possible agreement with FTTH to have FiberNet techs provide services in the Albertville area f. Annandale /Maple Lake — no further report g. MDU Development Concept / Third Party Sales 6. Update on New Channels Mark Pultusker stated FiberNet is getting a lot of new channels in the near future including AMC, IFC, etc. However, all new channels will come thru the set top box. Wayne Mayer asked how often the set top boxes are upgraded, such as with firmware. Mark Pultusker is working on a regular system for handling that. 7. Pricing and rate structure changes — current structure expires in May. Mark Pultusker is working on new pricing structure. Mark Pultusker commented that some competitors are starting to add surcharges to the rate structures, kind of like the airlines do. This system allows them to pass on surcharges from other vendors and still show their basic prices. Mark Pultusker is looking at how FiberNet should handle this. When he gets pricing together, he will bring that back to the Advisory Board. Mark noted some related items with pricing and rates. 8. Next Meeting — May 14, 2013 Discussed possibly meeting at the Head -end Building. 3 FiberNet Advisory Board Minutes —April 9, 2013 9. Other • DVR — Glen Posusta was wondering if FiberNet offers DVR. Mark Pultusker explained that FiberNet does offer DVR and they also offer whole -home DVR, which eliminates the need for a DVR recorder with each TV. Mark Pultusker stated that this needs to be marketed better. 10. Adjourn DENNIS SULLIVAN MOVED TO ADJOURN THE MEETING AT 7:17 P.M. GLEN POSUSTA SECONDED THE MOTION. MOTION CARRIED 4 -0. Recorder: Catherine M. Shuman Ogo,� Approved: July 9, 2013 Attest: Ci inistrator 4 FiberNet Advisory Board Minutes —April 9, 2013