Wholesale: Products & Services

Open Product/Process CR PC050902-1 Detail

Description Of Change

Project Meetings

Qwest (Dinwiddie) indicated that the revised response discussed in the July Product and Process CMP meeting had been provided to the CLEC community. Eschelon (Johnson) indicated that the CR could move to “Completed” status

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07/17/02 - July CMP Meeting Minutes: Qwest (Dinwiddie) provided an overview of the CR and the initial response that had been provided to Eschelon. Qwest indicated that it does not have a process available to install Retail DSL in a shorter than standard interval. Thus, no expedited process exists for the installation new Resale DSL. However, Qwest recently reduced the interval for both Retail and Resale DSL from 10 days to 5 days. Eschelon (Johnson) indicated that shortening the interval does help and is beneficial. Also inquired if Service Managers could assist with future expedites? Qwest indicated that the Service team had provided assistance in the past and would continue to do so. Qwest (Bliss) iterated that an MCC has been produced to assist SDCs in expediting the restoration of Resale DSL service that was disconnected in error by Qwest. She also indicated that a Swat Team has been established and meets daily to review DSL issues. Eschelon (Johnson) indicated its agreement with Qwest’s approach and requested that Qwest’s initial written response be modified to reflect (a) the process improvements for the expedited reconnection of Resale DSL disconnected in error by Qwest, and (b) the intent of the Service team to remain responsive to expedited installation requests for Resale DSL. Qwest (Dinwiddie) agreed to modify the initial written response. The CR will move to "CLEC Test" and Qwest will provide the revised written response in advance of the August CMP meeting.

Time/Date: 3:00 p.m. (MDT) May 20, 2002 Place: Conference Call-In No.: 1-877 550-868 1885858 CR No.:CLEC CR 050902-1 Change Request Clarification Meeting

Attendees Attended Conference Call Name/Company: Bonnie Johnson Eschelon Senior Manager ILEC Relations Neil Houston Qwest Network Regulatory Cindy Schwartze Qwest Wholesale Process Bob Shaheen Qwest Retail DSL Product Manager Kit Thomte Qwest Wholesale CRPM Linda Miles Qwest Wholesale Process

Meeting Agenda: Offer expedites on Qwest resale DSL feature order Action 1. Introduction of Attendees CRPM introduced all attendees and reviewed the agenda 2.0 Review Requested (Description of) Change The attendees reviewed the Change Request that was submitted by Eschelon.

3.0 Confirm Areas & Products Impacted The attendees agreed that the impacted products would be DSL resale as indicated on the CR.

4.0 Confirm Right Personnel Involved The attendees also agreed that the appropriate subject matter experts were on the call.

5.0 Identify/Confirm CLEC’s Expectation On occasion a DSL Resale is disconnected in error. This could occur for various reasons, such as the DSL being associated with the wrong line on the Customer Service Record. Or the customer makes a change and for some reason Qwest can change the voice order but the system associated with the DSL order aren’t updated in time. Also when requests are submitted to Qwest if the end customer or Eschelon is wanting the service earlier than the ten day interval, no process exists within Qwest to achieve an earlier due date.

The end result for Eschelon is they receive the same answer when they attempt to expedite a due date or disconnect in error.

Eschelons objective is to have a process that will allow CLECs to have an option to expedite when either a disconnect in error occurs or when the customer requires a shorter interval.

Bob Shaheen asked for a clarification regarding moves, is this a Qwest to Eschelon move? It would be the Eschelon customer moving to a new location.

Cindy Schwartze inquired about the types of requests that might be made.. Conversion Qwest to CLEC Disconnect in error New connect

6.0 Identify any Dependent Systems Change Requests Neil indicated that the closure of the other DSL CR 022802-1 might resolve at least one aspect of this CR. Bonnie indicated that a process still would need to be available for those times when a expedite is required.

7.0 Establish Action Plan (Resolution Time Frame) Qwest is prepared to review this CR in a collaborative clarification at the June Product and Process monthly meeting.

CenturyLink Response

Bonnie Johnson Sr. Manager, ILEC Relations Eschelon Telecom 730 Second Avenue South, Suite 1200 Minneapolis, MN 55402

SUBJECT:Qwest’s Change Request Response - CR #PC050902-1 Offer Expedites on Qwest Resale DSL Feature Order

Eschelon’s Change Request petitioned for the following: *Currently Qwest policy does not allow a CLEC to expedite any request to add the DSL feature whether the DSL was disconnected in error by Qwest or the CLEC has a need to expedite the request due to customer needs. DSL is a specific service and not related to the dial tone itself. As a result, in some cases Eschelon customers are negativly impacted without the use of DSL even if they have dial tone. Eschelon requests that Qwest develop, train and adhere to a process to expedite the DSL feature order for Qwest resale DSL. *Qwest will develop and implement an expedite process for the feature order of Qwest resale DSL.

Qwest has documented and communicated several internal process improvements around the restoral of Resold DSL service when disconnected by Qwest in error. This was communicated to impacted Qwest organizations via a Multi-Channel Communicator (MCC) dated 07/16/02, Call Handling Procedures Supporting Resale/UNE P DSL Orders, issued by Michelle Thacker. CLECs should continue to utilize the Expedites & Escalations Overview business procedures document. This document can be accessed at the following link: http://www.qwest.com/wholesale/clecs/exescover.html

Additionally, effective June 21st, 2002, Qwest significantly reduced both the Retail and Resale Qwest DSL standard provisioning interval from 10 business days to 5 business days. This improvement is outlined in announcement PROS.06.26.02.F.00487.SIGUpdateDSL dated May 31st, 2002. The archived announcement can be accessed at the following link: http://www.qwest.com/wholesale/notices/cnla/bysubcat/1,1834,16,00.html

Qwest does not have a process available to install new Retail or Resale Qwest DSL within a shorter than standard interval; however, Qwest’s Wholesale Sales and Service Organization remains available to receive escalation requests on an individual case basis.

The following references are provided for your review:

Qwest Resale General Product Catalog, Located at the following link: http://www.qwest.com/wholesale/pcat/resalegeneral.html *Qwest's retail telecommunications products and services are available for resale by Competitive Local Exchange Carriers (CLECs) to their end-users. The term 'Resale' generally refers to the 'resale' of fully finished Residential, Business, Private Line and Integrated Services Digital Network (ISDN) services. This means that Qwest provides the end-to-end service all the way to the end-user, with your brand instead of Qwest

Template SGAT/Contract Language at 6.2.3: Qwest shall provide to CLEC Telecommunications Services for resale that are at least equal in quality and in substantially the same time and manner that Qwest provides these services to itself, its subsidiaries, its affiliates, other Resellers, and Qwest's retail end users. Qwest shall also provide resold services to CLEC in accordance with the Commission's retail service quality requirements, if any.

Qwest Business Procesures Product Catalog (PCAT) Expedites & Escalations Overview, Located at the following link: http://www.qwest.com/wholesale/clecs/exescover.html * If your service request was completed within the past 72 business hours, contact Qwest's Interconnect Service Center (ISC) at 888-796-9087 for assistance; otherwise utilize your normal trouble-reporting channel into the appropriate Center for repair call handling, trouble report creation, status updates, and escalation management. *Expedites: Requests for an improved standard interval, Individual Case Basis (ICB) or committed to ICB (Ready for Service (RFS) + Interval) date Escalations: Requests for status or intervention around a missed date. *Expedites - While Qwest standard intervals, defined in our Service Interval Guide (SIG) identify reasonable intervals, at times a valid expedite situation can occur such as: * Fire * Flood * National emergency * Conditions where your end-user is completely out of service (primary line) * Disconnect in error by Qwest * Requested service necessary for your end-user's grand opening event delayed for facilities or equipment reasons with a future RFS date * Delayed orders with a future RFS date that meet any of the above described conditions. * If an expedite situation occurs, call the assigned Qwest Wholesale Center Representative responsible for processing your service requests. All expedite requests require approval to ensure resource availability. The Qwest Wholesale Center Representative will coordinate with you and Qwest internal organizations to resolve. Expedite charges may apply. If your expedite request is denied, denial reason(s) will be provided. * The PCAT indicates that expedite/escalation requests can be directed to the Wholesale LSR Service Center at 888-796-9087.

Sincerely,

Cliff Dinwiddie Sr. Manager, Product Strategy & Regulatory Support Qwest

July 10th, 2002

Bonnie Johnson Sr. Manager, ILEC Relations Eschelon Telecom 730 Second Avenue South, Suite 1200 Minneapolis, MN 55402

SUBJECT:Qwest’s Change Request Response - CR #PC050902-1 Offer Expedites on Qwest Resale DSL Feature Order

Eschelon’s Change Request petitioned for the following: *Currently Qwest policy does not allow a CLEC to expedite any request to add the DSL feature whether the DSL was disconnected in error by Qwest or the CLEC has a need to expedite the request due to customer needs. DSL is a specific service and not related to the dial tone itself. As a result, in some cases Eschelon customers are negativly impacted without the use of DSL even if they have dial tone. Eschelon requests that Qwest develop, train and adhere to a process to expedite the DSL feature order for Qwest resale DSL. *Qwest will develop and implement an expedite process for the feature order of Qwest resale DSL.

Qwest has formed a DSL Swat team that is meeting daily to investigate root causes of DSL issues raised by customers. Currently, Qwest is reviewing and trialing some improved internal escalation processes around the restoral of Resold DSL service when disconnected by Qwest in error. As we learn more, Qwest will be advising the CLECs of any changes utilizing the existing CMP processes.

Effective June 21st, 2002, Qwest significantly reduced both the Retail and Resale Qwest DSL standard provisioning interval from 10 business days to 5 business days. This improvement is outlined in announcement PROS.06.26.02.F.00487.SIGUpdateDSL dated May 31st, 2002. The archived announcement can be accessed at the following link: http://www.qwest.com/wholesale/notices/cnla/bysubcat/1,1834,16,00.html Qwest does not have a process available to install new Retail or Resale Qwest DSL within a shorter than standard interval.

The following references are provided for your review:

Qwest Resale General Product Catalog, Located at the following link: http://www.qwest.com/wholesale/pcat/resalegeneral.html

Qwest's retail telecommunications products and services are available for resale by Competitive Local Exchange Carriers (CLECs) to their end-users. The term 'Resale' generally refers to the 'resale' of fully finished Residential, Business, Private Line and Integrated Services Digital Network (ISDN) services. This means that Qwest provides the end-to-end service all the way to the end-user, with your brand instead of Qwest.

Template SGAT/Contract Language at 6.2.3: “Qwest shall provide to CLEC Telecommunications Services for resale that are at least equal in quality and in substantially the same time and manner that Qwest provides these services to itself, its subsidiaries, its affiliates, other Resellers, and Qwest's retail end users. Qwest shall also provide resold services to CLEC in accordance with the Commission's retail service quality requirements, if any.

Sincerely,

Cliff Dinwiddie Sr. Manager, Product Strategy & Regulatory Support Qwest