Wholesale: Products & Services

Open Product/Process CR PC030618-1CM Detail

Description Of Change

• The Technical Escalations Contact List provides both CLEC and CenturyLink Technical Contact information.

• Similar to the POC reports, the CLEC information has received minimal updates since the creation of the Technical Escalations document in 2002.

• The CenturyLink Technical Escalation List is not used by customers.

• If there was a technical escalation by a customer, it would most likely go through the Service Management team or the Wholesale Systems Help Desk.

Here is the proposed update to the Change Management Process document:

5.4.3 Level 2 Changes

Level 2 changes are defined as changes that have minimal effect on CLEC operating procedures. CenturyLink will provide notification of Level 2 changes at least twenty-one (21) calendar days prior to implementation.

Level 2 Change Categories are:

• Contact Information updates excluding time critical corrections (Expedites and Escalations Overview (http://www.CenturyLink.com/wholesale/clecs/exescover.html), Wholesale Customer Contacts (http://www.CenturyLink.com/wholesale/clecs/customercontacts.html), DELETE Technical Escalations Contact List (http://www.CenturyLink.com/wholesale/systems/productionsupport.html) END DELETE, CMP Points of Contact (POCs, CenturyLink POC changes only) http://www.centurylink.com/wholesale/cmp/index.html

This CR is part of the Simplify CMP effort in 2018.

Project Meetings

04/18/18 Product Process CMP Meeting Mark Coyne – CenturyLink stated that this CR is associated with a Technical Escalations Contact that has never been used on the CenturyLink side and is out of date on the CLEC contents. An Ad Hoc Call was conducted April 2, 2018 due to customer comments. Call participants agreed upon the proposed CMP Document update. The CMP Vote notification was issued on April 4, 2018 for the April Monthly Meeting and is included in the package along with the ballot. Mark stated that the quorum for the was the same and asked Susan to take the vote.

Susan Lorence – CenturyLink reviewed the proposed changes to Section 5.4.3 of the CMP document and what a vote of “Yes” and “No” meant as depicted on the voting Ballot in the CMP package. She asked if there were any questions. There were none. Susan stated that we have received three votes by mail, but one of the mail-in voters was on the call and assumed that they would vote by phone. The vote was then conducted and the results are listed in the table:

Voting Carrier Participant Vote TDS Metrocom Rod Cox (by email) Yes Velocity Telecom Jim Hickle (by email) Abstain Granite Telecommunications Jonathan Kronewitter (by phone) Yes POPP Communications Rebekah Byland (by phone) Yes Comcast Andrea Smith (by phone) Yes Allstream Kim Isaacs (by phone) Yes Met Tel John Nugent (by phone) Yes NOTE: Though Mark Coyne, CenturyLink, was not asked for his vote during the Voting process, his vote was also a “Yes” vote.

Susan Lorence – CenturyLink said the vote was unanimous and proposed that we make the agreed upon changes to Section 5.4.3 of the CMP document at the same time as we make the document updates for the prior CR so that we change the CMP document once. There were no objections. Susan also proposed that the update to the Web pages be made via a Level 1 notification. There were also no objections. She thanked everyone for the support for these CMP document updates.

Mark Coyne– CenturyLink said that we will be issuing two new CRs for the Simplify CMP project for the May meeting. The two CRs that were mentioned were the changes associated with eliminating the Performance Indicator Definitions (PID) wording in Section 2.6 and eliminating the CMP dispute resolution process and mailbox in Section 15.0. Mark said we would have ad hoc calls for these CRs.

FINAL Ad hoc meeting minutes April 2, 2018

PC030618-1CM CMP Document Update to Eliminate the Technical Escalations Contact List

Attendees: Rebekah Byland – POPP Communications Kim Isaacs – Allstream Andrea Smith – Comcast Darin Bray – CenturyLink Greg Johnson – CenturyLink Rita Urevig – CenturyLink Lee Gomez – CenturyLink Mark Coyne – CenturyLink John Hansen – CenturyLink Susan Lorence – CenturyLink

Susan Lorence – CenturyLink relayed the purpose of the Ad Hoc call which was to review the proposed changes to the CMP document associated with two CenturyLink CRs. Due to some CLEC questions received from Kim Isaacs – Allstream prior to the March Monthly CMP meeting, CenturyLink scheduled the Ad Hoc call to discuss the proposed changes. For each CR, the calendar includes a current copy of the CR, the proposed change to the CMP document and the Allstream question.

PC030618-1CM CMP Document Update to Eliminate the Technical Escalations Contact List. Susan Lorence – CenturyLink said this CR was presented in March and was associated with the Simplify CMP project that is focused on cleaning up CMP processes and the CenturyLink website that have not been used in years, in some cases since the establishment of CMP in 2002. Susan pointed those on the call to the Production Support page and said we want to clean this page up, such as removing the POODLE info from 2014 and the Technical Escalation Process that has not been used. This technical escalation process is for CLECs and CenturyLink to call each other if there is a system problem. Susan said we checked with those listed on the contact list under CenturyLink and they have never received a customer escalation call. The thought is that customers are using the WSHD, the repair number or their service manager if they want to escalate an issue. The proposed CMP document update is to remove this Escalations contact list from the CMP document under Section 5.4.3 Level 2 changes. Susan said the question from Kim Isaacs – Allstream was whether this information is available anywhere else. It is not. This info is only in the download.

Kim Isaacs – Allstream said if she calls the WSHD and wants to escalate, will the names on the CenturyLink list be contacted.

Susan Lorence – CenturyLink said she thought the WSHD has their own list of escalation contacts depending on the type of problem.

Darin Bray – CenturyLink said the WSHD has two levels – an outage and an escalation. Darin said an escalation typically refers to a ticket that is already open to give it a higher severity. If an existing ticket is escalated, the WSHD will determine which department is working on it and move it to the next level for that type of problem. Darin said if a customer is calling about a system outage, the WSHD will call the bridge which will then have a SWAT opened.

Kim Isaacs – Allstream said if she has concern about a technical issue she can also take it to her Account manager and follow their normal escalation process. Kim said she is OK with this proposed change.

Susan Lorence – CenturyLink asked if POPP and Comcast had any questions about this change.

Kim Isaacs – Allstream said as the systems have become stable over the years, especially with the implementation of EDI, this process has served its purpose.

Andrea Smith – Comcast said she agrees with Kim. Andrea said she circulated this change within Comcast and did not hear any concerns back about it going away.

Susan Lorence – CenturyLink said we will provide meeting minutes from the call today for both CRs. We will send two vote notices for the April meeting making the changes that were discussed and agreed upon. She thanked those on the call for their discussion and attendance.

The Ad hoc meeting was adjourned at 11:30 AM MT.

3/21/18 Product Process CMP Meeting Mark Coyne – CenturyLink stated that is the second new CR to be presented that is part of the Simplify CMP project that was discussed last month. He asked Susan Lorence – CenturyLink to present.

Susan Lorence – CenturyLink told callers that the Technical Escalations Contact List is posted to the external web page at https://www.centurylink.com/wholesale/systems/productionsupport.html. It provides both CLEC and CenturyLink Technical Contact information. Similar to the POC reports, the CLEC information has received minimal updates since the creation of the document in 2002 and contains outdated information. The CenturyLink Technical Escalation List has been maintained though it has not been used. Susan said in speaking with the CenturyLink listed contacts, there have been no requests for technical escalation assistance. We would like to send a Level 4 notification to eliminate this process which will require an update to the CMP document under Section 5.4.3 Level 2 changes. Moving forward, if there were a technical escalation, it would more likely go through the Service Management team or the Wholesale Systems Help Desk. She asked if there were any questions on the proposed changes. There were none. She added that CenturyLink had received a comment from Allstream asking if the CenturyLink contact names were captured anywhere else. Susan said that this CR will be included in the ad hoc call that would be set up for CR PC110117-1CM that was discussed previously. She asked if there were any questions or comments. There were none.