Wholesale: Products & Services

Open Product/Process CR PC022802-1 Detail

Description Of Change

Eschelon sent a request on 1/30/02 to convert service for a customer. The conversion to Eschelon Unbundled Loop service was due on 2/9/02. Although the line was equipped with DSL, Eschelon was not aware of the DSL because it was not reflected on the CSR. Eschelon did not find out that the line was equipped with DSL until the conversion had started. It became necessary to push-out the Due Date (DD) for the conversion of this service to a later date, because of the DSL. Eschelon followed a Qwest process by sending a supplement for a DD change and escalating with Qwest. Qwest took down the DSL service. Eschelon opened a repair ticket. Qwest gave a 24-hour commitment. This customer was without their DSL for 24 hours because Qwest had already removed it, not waiting for the conversion to complete. If Qwest had completed the order in the Service Order Processor, the customer could have been without DSL for up to 10 days because the customer would have had to place a new order.

On another LSR to convert both the customer’s voice lines and DSL, with an original DD of 2/20/02, Eschelon issued a supplement for a DD change. Following the Qwest process, Eschelon issued the supplement 2/19/02 at 3:31 PM and escalated with Qwest. The customer’s voice lines remained in service however Qwest took down the DSL service on 2/20/02.

Eschelon asks Qwest to develop, document and train an adhered to process to keep all ancillary services working, as is, until the conversion to the CLEC is complete, accepted and Qwest translations are completed. Eschelon also asks Qwest to include in the process a more ‘real time’ flow of order changes to the departments that provision the DSL services.

Expected Deliverable

A developed, documented, trained and adhered to process to ensure ancillary products, such as DSL, remain working with Qwest until the conversion to a CLEC is complete, the services are working with the CLEC and the conversion is accepted by the CLEC.

Project Meetings

12/18/02 December CMP Meeting Cindy Schwartze presented the Qwest updated response and said that Qwest had adjusted an internal DSL system to recognize normal processing when Frame Due Time is entered on an order. Frame Due Time (FDT) on orders accepted after 12/17/02 will be recognized in the Qwest internal DSL system. The level 1 notification of this Qwest internal system change was sent on Monday, December 16th and the change was implemented on December 17th. Eschelon suggested that this CR be moved to CLEC Test and the CLEC Community agreed.

11/20/02 November CMP Meeting Cindy Schwartze reviewed the Qwest updated response dated 11/7/02 and said Qwest expects to implement changes 12/15/02. The change will adjust an internal Qwest system to recognize and adjust normal processing when the Frame Due Time is populated and will keep Ancillary services, such as DSL up and working until the CLEC services are installed. This CR will remain in Development status.

- 10/16/02 October CMP Meeting Susie Bliss reviewed the revised response dated October 2, 2002 and said that she had not been made aware of any recent outages since the August 30th outage. Bonnie Johnson with Eschelon said that they are working around the problem. Susie said the technical team recommendations will be made by 10/18/02 and the implementation plan will be developed by 10/30/02. The CR will remain in Development status.

- 09/18/02 September CMP Meeting Qwest provided an update on this CR, which was put into CLEC test at the August CMP Meeting. There was one case where DSL went down in error. Qwest is having a technical meeting later this week to discuss work that needs to be done to resolve the problem and will provide a read-out at the October CMP meeting. Because there is further work required on this CR, Qwest and Eschelon agreed to move this CR to Development status.

-- From: Bonnie Johnson@eschelon.com on 9/3/02 4:48p To: "'ljsanch@qwest.com'" , jlnovak@qwest.com cc: "Clauson, Karen L." , "Knudson, Ronda K." , "Johnson, Bonnie J."

Hi Jean and Linda, I would like to provide you an example of DSL being taken down prior to cut. In this case, the customer was so upset Eschelon had to push the cut. If this customer cancels the conversion I will let you know. I am uncertain who will provide this example to Susie Bliss.

Please read below.

The Perfect Blend DD 8/30/02 @11:30 cst. At ~10:30am TNT was notified by Sales Rep the customer's DSL service was down. Because the customer was so upset about the DSL being disconnected the conversion was put on hold with the Qwest tester and the order was sup'd in IMA for new dd. Qwest DSL repair was contacted, An Eschelon tester stayed on line with repair for ~1 hr until service was re-established. The tester verified with the customer their service was up and running. Roughly 2 hours of downtime for the end user.

Thanks,

Bonnie

08/21/02 - August CMP Meeting Minutes: Qwest provided an update on the DSL SWAT team findings and the process improvements that have been put in place. Qwest requests feedback from the CLEC community on DSL orders disconnected in error. Eschelon said that migration orders were going well and that they have people watching conversion orders. This CR will be moved to CLEC test and Eschelon will let Qwest know of problems.

07/17/02 - July CMP Meeting Minutes: Eschelon stated there are multiple issues associated with DSL. There are weekly calls between Eschelon and their Qwest Service Managers to discuss DSL issues. Eschelon requested to keep this CR in Evaluation status. Qwest asked what it would take in Eschelon’s view to take this CR to completed status. Eschelon replied zero orders going down . Qwest stated that trials on DSL orders have been successfully performed. It was agreed to keep the Eschelon and Qwest teams working closely together on DSL issues. CR status remains evaluation.

Alignment/Clarification Meeting Time/Date:10:00 a.m. (MDT) / Thursday 7 March 2002 Place: Conference Call Conference Call-In No.: TEL: 877.564.8688 CODE: 6265401 PC022802-1 "Qwest services live until CLEC services installed"

Attendees: Kathleen Stichter, Eschelon Tina Schiller, Eschelon Jeffery B. Cook, Qwest Michael Keegan, Qwest Deni Toye, Qwest Russ Urevig, Qwest Brett Fesler, Qwest Michael Whitt, Qwest Cindy Buckmaster, Qwest

Introduction of Attendees Attendees introduced.

Review Requested (Description of) Change Description: When a customer has ancillary products, such as DSL, on one of their lines, it is Eschelon’s understanding that Qwest handles the provisioning of the DSL in a different department, within Qwest, than the normal line provisioning. It has been Eschelon’s experience that the department that handles the DSL does not recognize the FDT on an order and that it does not receive updates to orders as quickly. This will cause the DSL to go down before a scheduled time on a conversion and will also cause the DSL to go down when a supplement to the LSR is issued to change a DD. Eschelon sent a request on 1/30/02 to convert service for a customer. The conversion to Eschelon Unbundled Loop service was due on 2/9/02. Although the line was equipped with DSL, Eschelon was not aware of the DSL because it was not reflected on the CSR. Eschelon did not find out that the line was equipped with DSL until the conversion had started. It became necessary to push-out the Due Date (DD) for the conversion of this service to a later date, because of the DSL. Eschelon followed a Qwest process by sending a supplement for a DD change and escalating with Qwest. Qwest took down the DSL service. Eschelon opened a repair ticket. Qwest gave a 24-hour commitment. This customer was without their DSL for 24 hours because Qwest had already removed it, not waiting for the conversion to complete. If Qwest had completed the order in the Service Order Processor, the customer could have been without DSL for up to 10 days because the customer would have had to place a new order. On another LSR to convert both the customer’s voice lines and DSL, with an original DD of 2/20/02, Eschelon issued a supplement for a DD change. Following the Qwest process, Eschelon issued the supplement 2/19/02 at 3:31 PM and escalated with Qwest. The customer’s voice lines remained in service however Qwest took down the DSL service on 2/20/02. Eschelon asks Qwest to develop, document and train an adhered to process to keep all ancillary services working, as is, until the conversion to the CLEC is complete, accepted and Qwest translations are completed. Eschelon also asks Qwest to include in the process a more ‘real time’ flow of order changes to the departments that provision the DSL services.

Confirm Areas & Products Impacted Unbundled Loop UNE (Unbundled Network Elements) Resale

Confirm Right Personnel Cindy Buckmaster indicated her group will take responsibility for coordinating the response to this CR.

Identify/Confirm CLEC’s Expectation A developed, documented, trained and adhered to process to ensure ancillary products, such as DSL, remain working with Qwest until the conversion to a CLEC is complete, the services are working with the CLEC and the conversion is accepted by the CLEC.

Identify any Dependent Systems Change Requests None.

Establish Action Plan (Resolution Time Frame) Initial Qwest Response to Eschelon will be coordinated/delegated by Cindy Buckmaster. She will attempt to have the draft response issued by April 10.

CenturyLink Response

DRAFT REVISED RESPONSE For Review by CLEC Community and Discussion at December’s CMP Meeting

Kathy Stichter ILEC Relations Manager Eschelon

SUBJECT:Qwest’s Change Request Revised Response - CR PC022802-1 Qwest DSL services live until CLEC services installed.

On December 16, 2002 Qwest will send out a Level 1 notification to all CLECs regarding the implementation of this CR. The notification will remind CLECs that the internal DSL system change will be implemented on December 17, 2002. This change will adjust the internal system to recognize and adjust normal processing when Frame Due Time is present on the CLEC order. CLEC orders received after December 17, 2002 with a Frame Due Time will then be recognized by this system.

Sincerely,

Susie Bliss Director Process Management Qwest

- November 7, 2002

DRAFT REVISED RESPONSE For Review by CLEC Community and Discussion at November’s CMP Meeting

Kathy Stichter ILEC Relations Manager Eschelon

SUBJECT:Qwest’s Change Request Revised Response - CR PC022802-1 Qwest DSL services live until CLEC services installed.

As Qwest communicated during the October 16, 2002 CMP meeting, we were working with the DSL technical team to develop some options on how we could meet the requests of this CR. We also committed to having an implementation plan developed by 10/30/02.

We have researched our options, developed our implementation plan and are driving towards a solution. Our solution is targeted for implementation no later than December 15, 2002. This solution will adjust an internal DSL system to recognize and adjust normal processing when Frame Due Time is entered on an order. This internal system change will enable the process to keep ancillary services, like DSL, working as is, until the conversion to the CLEC is complete and accepted. This adjustment will also keep ancillary services, like DSL, working as is when supplementing or canceling a disconnect order.

Again, we are committed to identifying and implementing solutions so DSL is kept live during a conversion. We will continue to work with the technical team on this system enhancement through CLEC evaluation to ensure success.

Sincerely,

Susie Bliss Director Process Management Qwest

- October 2, 2002

DRAFT REVISED RESPONSE For Review by CLEC Community and Discussion at October’s CMP Meeting

Kathy Stichter ILEC Relations Manager Eschelon

SUBJECT:Qwest’s Change Request Revised Response - CR PC022802-1 Qwest DSL services live until CLEC services installed.

Qwest agreed at the September 18, 2002 CMP Meeting to provide an updated response to Eschelon’s Change Request PC022802-1, which requested the following:

-Qwest develop a process which keeps ancillary services like DSL working as is, until the conversion to the CLEC is complete and accepted. -Qwest develop a process which keeps ancillary services like DSL working as is, when supplementing or canceling a disconnect order.

First, Qwest understands the importance of keeping the DSL live during conversions and is committed to working with customers when outages occur. For the Retail/Resale to UNE-P orders, our July 11th process improvements are still working and 201 orders were processed successfully from July 26 - September 23.

Secondly, Qwest recently had an outage on August 30th. The SWAT team investigated the outage and it was an unbundled loop order with DSL. A Technical SWAT team was then pulled together. This team is identifying short and long term mechanical solutions and will have options and recommendations by October 18th, 2002. From there Qwest expects to have an implementation plan developed by October 30th.

Finally, we are committed to identifying and implementing solutions so that DSL is kept live during a conversion. We will continue to monitor and implement solutions when/if problems arise.

Sincerely,

Susie Bliss Director Process Management Qwest