Wholesale: Products & Services

Open Product/Process CR PC072203-1 Detail

Description Of Change

Currently when Qwest sends the CLEC a Jeop Notice, the CLEC is only given 4 business hours to respond. If the CLEC does not respond, meaning supping the order, within those 4 hours, the order is internally canceled with Qwest. Most often, the CLEC is required to supp out the due date when this happens because Qwest has canceled the internal order and requires standard interval to re-work the order.

Qwest does not take in to consideration that the CLEC has called within that 4 business hour time frame and tried to resolve the jeop. Qwest does not consider this a response within the 4 business hours, even when Qwest opens a trouble ticket for the CLEC. Qwest also needs to take into consideration the time zone differences when expecting the CLEC to respond within 4 hours. If the CLEC is in the Pacific time zone, and the jeop notice was sent from a Qwest center in the Central time zone, the CLEC may only have 2 hours to respond depending on the time the jeop notice was sent to the CLEC.

Expected Deliverable:

ELI proposes that the jeop notice response time be revised and implemented immediately.

Project Meetings

9/17/03 CMP Meeting Jill Martain – Qwest reviewed the response. Jill requested this CR move to Evaluation. Liz Balvin-MCI asked if ELI is working with Qwest on this CR. Cindy Macy-Qwest advised that Kelly Morris-ELI did reply to my email when I sent her the response.

8/20/03 CMP Meeting Kelly Morris-ELI explained she is asking for Qwest to extend the Jeop respond time from 4 to 8 hours. Kelly explained they are Pacific Time and if the Jeop comes in at end of day they actually only get 1 hour to work to Jeop. They loose up to 3 hours of the Jeop response time based on time zone and working hour differences. Stephanie Prull-McLeod and Bonnie Johnson-Eschelon agreed and advised they support this CR. Stephanie explained they have Saturday provisioning issues. Integra also stated that they believe the majority of CLECs would support this request. This CR will move to Presented status.

CLEC Change Request – PC072203-1 Clarification Meeting Wednesday, July 30, 2003

1-877-572-8687 3393947#

Attendees Cindy Macy – CRPM Jill Martain – Qwest Denise Martinez – Qwest Phyllis Sunins – Qwest Kelly Morris – ELI Shaby Bellow – ELI Nicole Johnson – ELI Lynn Kellas - ELI

Introduction of Attendees Cindy Macy-Qwest welcomed all attendees and reviewed the request. Cindy went through the CMP process steps so the team is aware of what to expect.

Review Requested (Description of) Change Kelly Morris – ELI reviewed the CR. ELI explained the difficulty they have with a 4 hour JEP response. Because their office hours are 8:00 – 5:00 and they are in the Pacific time zone they generally only get 2 hours to respond.

Jill explained Qwest JEP process is from 7 am to 7pm. So if a JEP goes out at 7pm MST the customer would have until 11am MST to respond.

Kelly advised this equates to a customer response by 10am PST. That only gives ELI 2 hours to process the JEP. Generally it takes ½ hour to discuss this with the centers so there is minimal time to handle the JEP.

Confirm Areas and Products Impacted Cindy confirmed this CR applies to all products that have a 4 hour JEP response time. Some JEP times are different (30 days) but this CR applies to 4 hour response time frame JEPS.

Confirm Right Personnel Involved Cindy confirmed with the attendees that the appropriate Qwest personnel were involved.

Identify/Confirm CLEC’s Expectation The team agreed they understand the CLECs expectation.

Identify any Dependant Systems Change Requests No dependant CRs are open.

Establish Action Plan Cindy asked attendees if there were any further questions. There were none. Cindy stated that the next step was for Kelly Morris - ELI to present the CR at the August Monthly Product/Process Meeting and thanked all attendees for attending the meeting.

CenturyLink Response

For Review by CLEC Community and Discussion at the October 15, 2003, CMP Product/Process Meeting

Kelly Morris ELI

SUBJECT: CLEC Change Request Response - CR #PC072203-1

This CR is asking for Qwest to extend the time frames in which the CLEC has to respond to an error condition identified after a FOC from four to eight business hours.

Qwest reviewed jeopardy notices that were issued after a FOC that utilized a Jeopardy Code of C05 and SX from August 1 to September 8, 2003, to see what the impacts could be if we were to extend the time frames of the jeopardy notices from 4 to 8 business hours.

Extending the time frame to 8 business hours in essence allows one extra business day for the CLEC to respond to the jeopardy notice and potentially shortens Qwest provisioning interval by approximately 4 business hours (as we already allow a 4 hour response window for these types of jeopardies.) We looked to see what the impacts would be in the Wholesale side if the time frames were extended.

Meetings were held to determine what would need to transpire in order for the customer to maintain the due date. It was determined that additional hand-offs within the Service Delivery organization would need to take place to manually track and monitor each of the orders if the time frames were extended. Manual hand-offs between organizations and potential supplements of the service orders may need to occur to ensure that the orders do not get completed in error while we are waiting for a response from the CLEC. Additionally, when the supplemental LSR is received, manual handling would be required to contact the Network organization to advise them that the order is now ready to be installed and get the order back into the provisioning process. For certain designed services, escalations may be required to get the design complete, the DLR issued and the central office and outside technicians rescheduled.

Qwest’s estimate for the manual work required within the Wholesale organizations alone is $400,000.00 annually to be able to maintain this process. This does not take into consideration the manual time and additional resources that would be required from the Network organization to ensure that the due date could be met. Due to the economic impacts and the fact that orders will require additional manual handling due to the risks of either completing the order early or not being able to meet the due date when the supplement is received on the same day as the due date, Qwest denies this request for economically not feasible reasons.

Jill Martain Wholesale Markets Process Organization

September 9, 2003

For Review by CLEC Community and Discussion at the September 17, 2003, CMP Product/Process Meeting

Kelly Morris ELI

SUBJECT: CLEC Change Request Response - CR #PC072203-1

This is a preliminary response regarding the ELI CR PC072203-1. This CR requests an extension of the time frames required to respond to jeopardy notices from four to eight business hours.

Qwest is currently working internally to identify if a solution or a different option to this request can be implemented. Because there are a number of complex issues involved with extending the existing timelines, Qwest proposes moving this Change Request into Evaluation Status while Qwest prepares a complete answer to this request.

Qwest will provide a status update at the October CMP meeting.

Sincerely, Jill Martain Wholesale Markets Process Organization