is operating efficiently, to comply with any applicable local electrical installation regulations and for lightning protection. Connecting to the building's ground conduit will usually be sufficient, but local building regulations should be consulted to ensure compliance. Operating Phase Some of the key considerations that will require attention in the operating phase are described below. Technical Operations Customer helpline - The low cost start-up option is to use an answering service to help customers with basic instructions, FAQs and to point them to other more technically oriented help resources. If subscribers need support on more general networking/computing issues, an advanced technical support service could be provided but this may consume a significant slice of monthly revenues. Chapter Thirteen Subcontracting CPE and BS installation - Operator self-installation of CPE is the low-cost option for start-up, but a trained team of part-time installers, who are able to work flexible hours, will be an ideal solution once the venture is up and running. Scheduling and managing the team is a task that can be automated using e-mail and a suitable scheduling system. Business and Financial Operations Subscriber billing - Many off-the-shelf software systems are available for ISP billing. Typically these systems are designed to handle ISP specific features such as variable rates (flat, tiered, time/day or usage based), free offers (hours or usage), pre-paid card support and e-mail reports, reminders or invoices. Incentives - Can be an effective way to attract new subscribers. Existing subscribers can be given incentives to refer new customers, and others, such as installation contractors, can also be encouraged to promote the business by the incentive of extra work. Managing network operating costs - Controlling ongoing costs and achieving revenue targets will be a key focus in the operational phase. A clear understanding of the make-up of total network operations costs will be important, covering elements such as i