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Home My WebLink About20070626Notice of Stipulation Part II.pdfEXHIBIT 4 PID Version 9.Redlined Qwest Spirit of Service Service Performance Indicator Definitions (PID) 14-State 271 PID Version 9. ---- - ---- - - - ----- ---- 1 Deleted: 8. QWEST'S SERVICE PERFORMANCE INDICATOR DEFINITIONS (PID) Introduction 14-State 271 PID Version J!J! - - - - - - - - - - - - - - - - - - - - - - - - - Deleted: 8. Qwest will report performance results for the service performance indicators defined herein. Qwest will report separate performance results associated with the services it provides to Competitive Local Exchange Carriers (CLECs) in aggregate (except as noted herein), to CLECs individually and, as applicable, to Qwest's retail customers in aggregate. Within these categories, performance results related to service provisioning and repair will be reported for the products listed in each definition. Reports for CLECs individually will be subject to agreements of confidentiality and/or nondisclosure. The definitions in this version of the PID apply in the 14 states of Qwest's local service region: Arizona Colorado, Idaho, Iowa , Minnesota, Montana, Nebraska, New Mexico, North Dakota, Oregon, South Dakota Utah , Washington and Wyoming. Individual state Performance Assurance Plans may specify and apply state specific variations from the Performance Measure definitions and/or standards contained herein. I Qwest Idaho SGAT Third Revision .El9!J!!LAmended ExhibitB .June 26 200J"Page i Deleted: Seventh Deleted: November 30 ;' Deleted: 4 II, 1/1 Qwest's Service Performance Indicator Definitions Table of Contents ELECTRONIC GATEWAY AVAILABILITY ............................................................................ GA-1 - Gatewav Availabilitv - IMA-GUI ............................................................................... GA-2 - Gatewav Availabilitv - IMA-EDI................................................................................ GA-3 - Gatewav Availabilitv - EB-TA................................................................................... GA-4 - System Availabilitv - .4EXACT................................................................................... GA-6 - Gatewav Availabilitv - GUI -- Repair ........................................................................ GA-7 - Timelv Outaqe Resolution followinq Software Releases.......................................... PRE-ORDER/ORDER.. ......... ........ ...... ..... ...... .... ..... ...... ..... ....... ........... ... ..... ..................... ....... PO-1 - Pre-Order/Order Response Times ........................................................................... PO-2 - Electronic Flow-throuqh . ........................................................................................ PO-3 - LSR Reiection Notice Interval................................................................................ PO-4 - LSRs Rejected ....................................................................................................... PO-5 - Firm Order Confirmations (FOCs) On Time .......................................................... PO-6 - Work Completion Notification Timeliness.............................................................. PO-7 - Billinq Completion Notification Timeliness............................................................. PO-8 - Jeopardv Notice Interval........................................................................................ PO-9 - Timelv Jeopardv Notices ....................................................................................... PO-15 - Number of Due Date Chanqes per Order............................................................ PO-16 - Timelv Release Notifications.......................................................................... PO-19 - Stand-Alone Test Environment (SATE) Accuracv............................................... PO-20 (Expanded) - Manual Service Order Accuracv ...................................................... ORDERING AND PROVISIONING....................................................................................... OP-2 - Calls Answered within Twenty Seconds - Interconnect Provisioninq Center ....... OP-3 - Installation Commitments Met ............................................................................... OP-4 -Installation Interval................................................................................................. OP-5 - New Service Quality .............................................................................................. OP-6 - Delaved Davs ........................................................................................................ OP-7 - Coordinated "Hot Cut" Interval- Unbundled Loop................................................ OP-8 - Number Portability Timeliness............................................................................. OP-13 - Coordinated Cuts On Time - Unbundled Loop ................................................... OP-15 - Interval for Pendinq Orders Delaved Past Due Date .......................................... OP-17 - Timeliness of Disconnects associated with LNP Orders..................................... MAINTENANCE AN D REPAIR ... ....... ........................... """""""""""""""""'" ........ ...... .... MR-2 - Calls Answered within 20 Seconds - Interconnect Repair Center ....................... MR-3 - Out of Service Cleared within 24 Hours................................................................ MR-4 - All Troubles Cleared within 48 hours .................................................................... MR-5 - All Troubles Cleared within 4 hours ...................................................................... MR-6 - Mean Time to Restore........................................................................................... MR-7 - Repair Repeat Report Rate................................................................................... MR-8 - Trouble Rate.......................................................................................................... MR-9 - Repair Appointments Met...................................................................................... MR-10 - Customer and Non-Qwest Related Trouble Reports .......................................... MR-11 - LNP Trouble Reports Cleared within Specified Timeframes ............................. BILLING ..............................................................................................................................., BI-1 - Time to Provide Recorded Usaqe Records............................................................. I Qwest Idaho SGA T Third Revision, .El9!J!!LAmended Exhibit B .June 26 2001..- P1!geii Deleted: Seventh Deleted: November 30 II Deleted: 4 II I IIII Table of Contents (continued) BI-2 -Invoices Delivered within 10 Davs........................................................................... BI-3 - Billinq Accuracv - Adjustments for Errors ............................................................... BI-4 - Billinq Completeness............................................................................................... DATABASE U PDA TES ....... ........... ............ ........ ....... """"""" """"""""""'" ........... """"'" DB-1 - Time to Update Databases .................................................................................... DB-2 - Accurate Database Updates.................................................................................. DIRECTORY ASSISTANCE........ .......... ..... ........................... ........... """ ............... ............ ... DA-1 - Speed of Answer - Directory Assistance .............................................................. OPERATOR SERVICES.................................................. ..................................................... OS-1 - Speed of Answer - Operator Services .................................................................. NETWORK PERFORMANCE ........................................................""""""""""""""""""" NI-1 - Trunk Blockinq......................................................................................................... NP-1 - NXX Code Activation ........................................................................................... COLLOCATION ................................................................................................................... CP-1 - Collocation Completion Interval............................................................................. CP-2 - Collocations Completed within Scheduled Intervals.............................................. CP-3 - Collocation Feasibilitv Study Interval..................................................................... CP-4 - Collocation Feasibilitv Study Commitments Met ................................................. 100 i DEFIN ITION OF TERMS .... ........... ................. .............. ......... ...... ............... ....... ........... ...... 101 GLOSSARY OF ACRONYMS ............................................................................................ 105 : APPEN DIX A .. ............................. ....... ........... ........... """""""'" """"""" ..................... ...... 107 : Feature Detail...................................................................................................................107 : I Qwest Idaho SGAT Third Revision .El9!J!!LAmended E)(hibitB .June 26 2001"Page iii Deleted: ELECTRONIC GATEWAY AVAILABILITY 111 : GA-1 - Gateway Availability - I MA- I GUI 111 GA-2 - Gateway Availability - IMA- : EDI 211 , GA-3 - Gateway Availability - EB-I TA 311 , GA-4 - System Availability-I EXACT 411 GA-6 - Gateway Availability - GUI -- Repair 511 GA-l - Timely Outage Resolution following Software Releases 61fPRE-ORDER/ORDER 711 PO-1 - Pre-Order/Order Response Times 711 PO-2 - Electronic Flow-through 1011 PO-3 - LSR Rejection Notice Intervai 1211 PO-4 - LSRs Rejected 1311 PO-5 - Firm Order Confirmations (FOCs) On Time 1411 PO-6 - Work Compietion Notification Timeliness 1711 POol - Billing Completion Notification Timeliness 1811 PO-8 - Jeopardy Notice Interval 2011 PO-9 - Timely Jeopardy Notices 2111 PO-15 - Number of Due Date Changes per Order 2211 PO-16 - Timely Release Notifications 2311 PO-19 - Stand-Alone Test Environment (SATE) Accuracy 2511 PO-20 (Expanded) - Manual Service Order Accuracy 2811 ORDERING AND PROVISIONING 3511 OP-2 - Calls Answered within Twenty Seconds - Interconnect Provisioning Center 3511 OP-3 - Installation Commitments Met 3611 OP-4 - Installation Interval 3911 OP-5 - New Service Quality 4211 OP-6 - Delayed Days 4711 OP-l - Coordinated "Hot Cut" Interval - Unbundled Loop 5011 OP-8 - Number Portability Timeliness 5111 OP-13 - Coordinated Cuts On Time- Unbundled Loop 5211 OP-15 -Interval for Pending Orders Delayed Past Due Date 5411 OP-11 - Timeliness of Disconnects associated with LNP Orders 5111 MAINTENANCE AND REPAIR 5911 MR-2 - Calls Answered within 20 Seconds -Interconnect Repair Center 5911 MR-3 - Out of Service Cleared within 24 Hours 6011 MR-4 - All Troubles Cleared within 48 hours 6211 MR-5 - All Troubles Cleared within 4hours 6411 Deleted: Seventh Deleted: November 30 Deleted: 4II IIII Electronic Gateway Availability GA-1 - Gateway Availability - IMA-GUI Purpose: Evaluates the quality of CLEC access to the IMA-GUI electronic gateway and one associated system focusinQ on the extent thev are actuallv available to CLECs. Description: GA-1A: Measures the availability of the IMA-GUI (Interconnect Mediated Access- Graphical User Interface), and reports the percentage of Scheduled Availability Time the IMA-GUI interface is available for view and/or input. Scheduled Up Time hours for preorder, order, and provisioning transactions are based on the currently published hours of availability found on the following website: http://www.qwest.com/wholesale/cmp/ossHours.html. GA-1 D: Measures the availability of the SIA system, which facilitates access for the IMA-GUI interface and the IMA-EDI interface (see GA-2), and reports the percentage of scheduled time the SIA system is available. Scheduled availability times will be no less than the same hours as listed for IMA-GUI and IMA-EDI. Time Gateway is Available to CLECs is equal to Scheduled Availability Time minus Outage Time. Scheduled Availability Time is equal to Scheduled Up Time minus Scheduled Down Time. Scheduled Down Time is time identified and communicated that the interface is not available due to maintenance and/or upgrade work. Notification of Scheduled Down Time for routine maintenance and/or upgrade work will be provided no less than 48 hours in advance. An outage is a critical or serious loss of functionality, attributable to the specified gateway or component (Le., IMA-GUI , SIA), affecting Qwest's ability to serve its customers. An outage is determined by Qwest technicians through the use of verifiable data , collected from the affected customer(s) and/or from mechanized event management systems. Reporting Period: One month Unit of Measure: Percent Reporting Comparisons: CLEC aggregate Disaggregation Reporting: Region-wide level. results Results will be reported as follows: GA-1A IMA Graphical User Interface Gateway GA-1D SIA system Formula: ((Number of Hours and Minutes Gateway is Available to CLECs During Reporting Period) + (Number of Hours and Minutes of Scheduled Availability Time During Reporting Period)) x 100 Exclusions: None Product Reporting: None Standard:99.25 percent Availability:Notes: Available I Qwest Idaho SGAT Third Revision .El9!J!!LAmended ExhibitB .June 26 200z.Page 1 Deleted: Seventh ;' Deleted: November 30 II I Deleted: 4II I 1/1 GA.2 - Gateway Availability - IMA-EDI Purpose: Evaluates the quality of CLEC access to the IMA-EDI electronic gateway, focusing on the extent the gateway is actually available to CLECs. Description: Measures the availability of IMA-EDI (Interconnect Mediated Access - Electronic Data Interchange) interface and reports the percentage of scheduled availability time the IMA-EDllnterface is available for view and/or input All times during which the interface is scheduled to be operating during the reporting period are measured. Scheduled Up Time hours for IMA-EDI based on the currently published hours of availability found on the following website: http://www.qwestcom/wholesale/cmp/ossHours.html. Time Gateway is Available to CLECs is equal to Scheduled Availability Time minus Outage Time. Scheduled Availability Time is equal to Scheduled Up Time minus Scheduled Down Time. Scheduled Down Time is time identified and communicated that the interface is not available due to maintenance and/or upgrade work. Notification of Scheduled Down Time for routine maintenance and/or upgrade work will be provided no less than 48 hours in advance. An outage is a critical or serious loss of functionality, attributable to the specified gateway or component (Le., IMA-EDI), affecting Qwest's ability to serve its customers. An outage is determined by Qwest technicians through the use of verifiable data, collected from the affected customer(s) and/or from mechanized event management systems. Reporting Period: One month Unit of Measure: Percent Reporting Comparisons: CLEC Disaggregation Reporting: Region-wide level. aaareQate results (See GA-1 D for reportinQ of SIA svstem availabilitv. Formula: ((Number of Hours and Minutes Gateway is Available to CLECs During Reporting Period) + (Number of Hours and Minutes of Scheduled Availability Time During Reporting Period) ) x 100 Exclusions: None Product Reporting: None Standard:99.25 percent Availability:Notes: Available I Qwest Idaho SGAT Third Revision .El9!J!!LAmended Exhibit B .June 26,2001..Page2 Deleted: Seventh Deleted: November 30 Deleted:4 II III GA-3 - Gateway Availability - EB- Purpose: Evaluates the quality of CLEC access to the EB-TA interface, focusing on the extent the gateway is actually available to CLECs. Description: Measures the availability of EB-TA (Electronic Bonding - Trouble Administration) interface and reports the percentage of scheduled availability time the EB-TA Interface is available. Scheduled Up Time hours are based on the currently published hours of availability found on the following website: http://www.qwestcom/wholesale/cmp/ossHours.html. Time Gateway is Available to CLECs is equal to Scheduled Availability Time minus Outage Time. Scheduled Availability Time is equal to Scheduled Up Time minus Scheduled Down Time. Scheduled Down Time is time identified and communicated that the interface is not available due to maintenance and/or upgrade work. Notification of Scheduled Down Time for routine maintenance and/or upgrade work will be provided no less than 48 hours in advance. An outage is a critical or serious loss of functionality, attributable to the specified gateway or component (Le., EB-TA), affecting Qwest's ability to serve its customers. An outage is determined by Qwest technicians through the use of verifiable data, collected from the affected customer(s) and/or from mechanized event management systems. Reporting Period: One month Unit of Measure: Percent Reporting Comparisons: CLEC aggregate results Disaggregation Reporting: Region-wide level. Formula: ((Number of Hours and Minutes Gateway is Available to CLECs During Reporting Period) + (Number of Hours and Minutes of Scheduled Availability During Reporting Period)) x 100 Exclusions: None Product Reporting: None Standard:99.25 percent Availability:Notes: Available I Qwest Idaho SGAT Third Revision .El9!J!!LAmended Exhibit B .June 26 200J,.-Page3 Deleted: Seventh Deleted: November 30 ;' Deleted: 4 II I I//1 GA-4 - System Availability EXACT Purpose: Evaluates the quality of CLEC batch access to the EXACT electronic access service request system focusina on the extent the svstem is actuallv available to CLECs. Description: Measures the availability of EXACT system and reports the percentage of scheduled availability time the EXACT system is available. Scheduled Up Time hours are based on the currently published hours of availability found on the following website: http://www.awestcom/wholesale/cmp/ossHours.html. Time System is Available to CLECs is equal to Scheduled Availability Time minus Outage Time. Scheduled Availability Time is equal to Scheduled Up Time minus Scheduled Down Time. Scheduled Down Time is time identified and communicated that the system is not available due to maintenance and/or upgrade work. Notification of Scheduled Down Time for routine maintenance and/or upgrade work will be provided no less than 48 hours in advance. An outage is a critical or serious loss of functionality, attributable to the specified gateway or component (Le., EXACT), affecting Qwest's ability to serve its customers. An outage is determined by Qwest technicians through the use of verifiable data, collected from the affected customer(s) and/or from mechanized event manaaement svstems. Reporting Period: One month Unit of Measure: Percent Reporting Comparisons: CLEC aggregate results Disaggregation Reporting: Region-wide level. Formula: ((Number of Hours and Minutes EXACT is Available to CLECs During Reporting Period) ..,. (Number Hours and Minutes of Scheduled Availability During Reporting Period)) x 100 Exclusions: None Product Reporting: None Standard:99.25 percent Availability:Notes: Available I Qwest Idaho SGAT Third Revision .El9!J!!LAmended Exhibit B .June 26,2001.-Page 4 Deleted: Seventh Deleted: November 30 Deleted: 4 /1 III GA-6 - Gateway Availability - GUI -- Repair Purpose: Evaluates the quality of CLEC access to the GUI Repair electronic gateway, focusing on the extent the gateway is actually available to CLECs. Description: Measures the availability of the GUI (Graphical User Interface) repair electronic interface and reports the percentage of scheduled availability time the interface is available for view and/or input All times during which the interface is scheduled to be operating during the reporting period are measured. Scheduled Up Time" hours are based on the currently published hours of availability found on the following website: http://www.qwestcom/wholesale/cmp/ossHours.html. Time Gateway is Available to CLECs is equal to Scheduled Availability Time minus Outage Time. Scheduled Availability Time is equal to Scheduled Up Time minus Scheduled Down Time. Scheduled Down Time is time identified and communicated that the interface is not available due to maintenance and/or upgrade work. Notification of Scheduled Down Time for routine maintenance and/or upgrade work will be provided no less than 48 hours in advance. An outage is a critical or serious loss of functionality, attributable to the specified gateway or component (Le., GUI-Repair), affecting Qwest's ability to serve its customers. An outage is determined by Qwest technicians through the use of verifiable data, collected from the affected customer(s) and/or from mechanized event management systems. Reporting Period: One month Unit of Measure: Percent Reporting Comparisons: CLEC Disaggregation Reporting: Region-wide level. aGGreGate results Formula: (Number of Hours and Minutes Gateway is Available to CLECs During Reporting Period + Number of Hours and Minutes of Scheduled Availability Time During Reporting Period) x 100 Exclusions: None Product Reporting: None Standard:99.25 percent Availability:Notes: Available I Qwest Idaho SGA T Third Revision, .El9!J!!LAmended Exhibit B .June 26 2001.. - Page 5 Deleted: Seventh Deleted: November 30 Deleted: 4 /1 1/1 GA-7 - Timely Outage Resolution following Software Releases Purpose: Measures the timeliness of resolution of gateway or system outages attributable to software releases for specified OSS interfaces, focusing on CLEC-affecting software releases involving the specified gateways or svstems. Description: Measures the percentage of gateway or system outages, which are attributable to OSS system software releases and which occur within two weeks after the implementation of the OSS system software releases, that are resolved NOTE 1 within 48 hours of detection by the Qwest monitoring group or reporting by a CLEC/co-provider. Includes software releases associated with the following ass interfaces in Qwest: IMA-GUI, IMA- EDI , and CEMR, Exchan~e Access, Control, & Tracking (EXACT)NOTE 2, Electronic Bonding- Trouble Administration (EB -TA) aTE An outage for this measurement is a critical or serious loss of functionality, attributable to the specified gateway or component, affecting Qwest's ability to serve its customers or data loss NOTE 4 on the Qwest side of the interface. An outage is determined by Qwest technicians through the use of verifiable data, collected from the affected customer(s) and/or from mechanized event management systems. The outage resolution time interval considered in this measurement starts at the time Qwest's monitoring group detects a failure, or at the date/time of the first transaction sent to Qwest that cannot be processed (i.e. lost data), and ends with the time functionality is restored or the lost data is recovered. Reporting Period: Monthly Unit of Measure: Percent Reporting Comparisons: CLEC Aggregate Disaggregation Reporting: Region-wide level. Formula: ((Total outages detected within two weeks of a Software Release that are resolved within 48 hours of the time Qwest detects the outage).;- (Total number of outages detected within two weeks of Software Releases resolved in the Reporting Period)) x 100 Exclusions: Outages in releases prior to any CLEC migrating to the release. Duplicate reports attributable to the same software defect. Product Reporting: None Standards: Volume = 1-20: 1 miss Volume;:.. 20:95% Availability:Notes: 1. "Resolved" means that service is restored to the reporting CLEC, as Available experienced by the CLEC. 2. EXACT is a Telecordia system. Only releases for changes initiated by Qwest for hardware or connectivity will be included in this measurement. 3. Outages reported under EB-TA are the same as outages in MEDIACC. 4. For data loss to be considered for GA-, a functional acknowledgement must have been provided for the data in question (e., EDI 997, LSR ID or trouble ticket number). I Qwest Idaho SGA T Third Revision, .El9!J!!LAmended Exhibit B .June 26 2QOJ"Page 6 Deleted: Seventh Deleted: November 30 Deleted: 4; ~ I III Pre-Order/Order PO-1 - Pre-Order/Order Response Times Purpose: Evaluates the timeliness of responses to specific preordering/ordering queries for CLECs through the use of Qwest's Operational Support Systems (OSS). Qwest's OSS are accessed through the specified gateway interface. Description: PO-1A & PO-1B: Measures the time interval between query and response for specified pre-order/order transactions through the electronic interface. . Measurements are made using a system that simulates the transactions of requesting pre-ordering/ordering information from the underlying existing ass. These simulated transactions are made through the operational production interfaces and existing systems in a manner that reflects, in astatistically-valid manner, the transaction response times experienced by CLEC service representatives in the reporting period. . The time interval between query and response consists of the period from the time the transaction request was "sent" to the time it is "received" via the gateway interface. . A query is an individual request for the specified type of information. PO-1C: . Measures the percentage of all IRTM Queries measured by PO-1A & 1 B transmitted in the reportingperiod that timeout before receiving a response. PO-1D: . Measures the average response time for a sampling of rejected queries across preorder transaction types. The response time measured is the time between the issuance of a pre-ordering transaction and thereceipt of an error message associated with a "rejected query." A rejected query is a transaction thatcannot be successfully processed due to the provision of incomplete or invalid information by the sender which results in an error message back to the sender. NOTE 1 Reporting Period: One month Unit of Measure: PO-, PO-1 B, & PO-1D: Seconds PO-1C: Percent Ii/ I Qwest Idaho SGA T Third Revision, .El9!J!!L~n1~nd~c! !=)(~i~it. E! - .June 26 ?QO~ - - - - - - ~1!g~ J- - - - - - - - - j: I Deleted: Seventh Deleted: November 30 Deleted: 4 PO-1 - Pre-Order/Order Response Times (continued) Reporting Comparisons: CLEC aggregate. Disaggregation Reporting: Region-wide level. Results are reported as follows: PO-1A Pre-Order/Order Response Time for IMA-GUI PO-1 B Pre-Order/Order Response Time for IMA-EDI Results are reported separately for each of the following transaction types: NOTE 2 1. Appointment Scheduling (Due Date Reservation, where appointment is required) 2. Service Availability Information3. Facility Availability4. Street Address Validation 5. Customer Service Records 6. Telephone Number 7. Loop Qualification Tools NOTE 3 8. J.,eft intentionall blank to reserve numberin 1 - - - - - - - - - - - - - - - - - - - - - - - - 9. Connecting Facility Assignment NOIE4 10. Meet Point Inquiry NOTE 5 For PO-1A (transactions via IMA-GUI), in addition to reporting total response time response times for each of the above transactions will be reported in two parts: (a) time to access the request screen, and (b) time to receive the response for the specified transaction. For PO-1A 6, Telephone Number, a third part (c) accept screen, will be reported. For PO-1 B (transactions via IMA-EDI), request/response will be reported as a combined number. PO-1 C Results for PO-1 C will be reported according to the gateway interface used: 1. Percent of Preorder Transactions that Timeout IMA-GUI2. Percent of Preorder Transactions that Timeout IMA-EDI PO-1 D Results for PO-1 D will be reported according to the gateway interface used: 1. Rejected Response Times for IMA-GUI 2. Reiected Response Times for IMA-EDI Formula: PO-1A & PO-1 B = L((Query Response Date & Time) - (Query Submission Date & Time)) + (Number of Queries Submitted in Reporting Period) PO-= ((Number of IRTM Queries measured by PO-1A & 1 B that Timeout before receiving response) + (Number of IRTM Queries Transmitted in Reporting Period)) x 100 PO-L((Rejected Query Response Date & Time) - (Query Submission Date & Time)) + (Number of Rejected Query Transactions Simulated by IRTM) Exclusions: PO-1A & PO-1 B: Rejected requests/errors, and timed out transactions PO-1C: Rejected requests and errors PO-1D: Timed out transactions II I II " III, I Qwest Idaho SGA T Third Revision, .El9!J!!LArQ~n.9~c:! ~)(hJ~it ~ .June 26,~QO1.. - - - - - - r:'1!ge _ - - - - - - - - - ' Stipulation Issue LA. - - Deleted: Resale of Qwest DSL Qualification Formatted: Font: 9 pt Formatted: Font: 9 pt Deleted: Seventh Deleted: November 30 Deleted: 4 PO-1 - Pre-Order/Order Response Times (continued) Product Reporting: None Standards: Total Response Time: 1. Appointment Scheduling 2. Service Availability Information3. Facility Availability4. Street Address Validation 5. Customer Service Records 6. Telephone Number 7. Loop Qualification ToolsNOT~3 8. ,J..eft intentionall blank to reserve numberin 9. Connecting Facility Assignment 10. Meet Point Inquiry IMA-GUI IMA-EDI ..::10 seconds ..::25 seconds ..::10 seconds ..::25 seconds ..::25 seconds ..::10 seconds ..::12.5 seconds ..::10 seconds ~ 20 seconds ..::25 seconds ..::10 seconds ..::12.5 seconds ..::10 seconds ~ 20 seconds ~ 25 seconds ~ 25 seconds - - .. - - - - - - - - - - - - .- - - - - - - - - - - - - - - Deleted: Resale of Qwest DSL Qualification Deleted: ,; 20 seconds Deleted: ,; 20 seconds~ 30 seconds ~ 30 seconds PO-1C- PO-1C- PO-1D-1 & 2 Notes: 1. Rejected query types used in PO-1 D are those developed for internal Qwest diagnostic purposes. 2. As additional transactions, currently done manually, are mechanized they will be measured and added to or included in the above list of transactions, as applicable. 3. Results based on a weighted combination of ADSL Loop Qualification and Raw Loop Data Tool.4. Results based on Connecting Facility Assignment by Unit Query. 5. Results based on meet Point Query, POTS Splitter option for Shared loops. 6. Times reflect non-complex services, including residential, simple business, or POTS account. Does not include ADSL or accounts::.25 lines. 7. Benchmark applies to response time only. Request time and Total time will also be reported. Formatted: Font: 9 pt I Deleted: Seventh '" Deleted: November 30 " /" Deleted: 4I ' I " , , ;;1 'IIIII Qwest Idaho SGA T Third Revision , .El9!J!!L~l11en.9~q ~)(hj~it ~ .,June 26 001.. - - - - - - F'1!g~ _ - - - - - - - - - Availability: Available 2 Stipulation Issue LA. Diagnostic PO-2 - Electronic Flow-through Purpose: Monitors the extent Qwest's processing of CLEC Local Service Requests (LSRs) is completely electronic, focusing on the degree that electronically-transmitted LSRs flow directly to the service order processor without human intervention or without manual retvpina. Description: PO-2A - Measures the percentage of all electronic LSRs that flow from the specified electronic gateway interface to the Service Order Processor (SOP) without any human intervention. Includes all LSRs that are submitted electronically through the specified interface during the reporting period, subject to exclusions specified below. PO-2B - Measures the percentage of all flow-through-eligible LSRs NOTE 1 that flow from the specified electronic gateway interface to the SOP without any human intervention. Includes all flow-through-eligible LSRs that are submitted electronically through the specified interface durinQ the reportinQ period , subject to exclusions specified below. Reporting Period: One month Unit of Measure: Percent Reporting Comparisons: CLEC Disaggregation Reporting: Statewide level (per multi- aggregate, individual CLEC state system serving the state). Results for PO-2A and PO-2B will be reported according to the gateway interface* used to submit the LSR: LSRs received via IMA-GUI LSRs received via IMA-EDI CO also reports an aggregate of IMA-GUI and IMA-EDI results. Formula: PO-2A = ((Number of Electronic LSRs that pass from the Gateway Interface to the SOP without human intervention) + (Total Number of Electronic LSRs that pass through the Gateway Interface)) x 100 PO-2B =((Number of flow-through-eligible Electronic LSRs that actually pass from the Gateway Interface to the SOP without human intervention) + (Number offlow-through-eligible Electronic LSRs received through the Gateway Interface)) x 100 Exclusions: Rejected LSRs and LSRs containing CLEC-caused non-fatal errors. Non-electronic LSRs (e., via fax or courier). Records with invalid product codes. Records missing data essential to the calculation of the measurement per the PID. Duplicate LSR numbers. (Exclusion to be eliminated upon implementation of IMA capability to disallow duplicate LSR #' Invalid start/stop dates/times. I Qwest Idaho SGAT Third Revision .El9!J!!LAmended Exhibit B .June 26, 2001..Page 10 Deleted: Seventh Deleted: November 30 ;' Deleted: 4 II I I1/1 PO-2 - Electronic Flow-through (continued) Product Reporting:Standards: Resale PO- Unbundled Loops (with or l;)i9gnos~~ - - - - - - - ------ -- --------- ----- without Local Number Portability)PO- , - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - Local Number Portability UNE-P (POTS) and UNE-Resale:95% (Centrex 21)Unbundled Loops:85% Line Sharing LNP:95% UNE-P (POTS & Centrex 21):95% Line SharinG:Diaanostic 'W,~ Availability:Notes: Available The list of LSR types classified as eligible jorflow thr()ugh is containedin . the "LSRs Eligible for Flow Through" matrix. This matrix also includes availability for enhancements to flow through.Matrix will be distributed through the CMP process. L....Jb~ ~t9rJda!d.1!ndJ~t~r:.e- djsa9gr~g1!t~c! r:.ep()r:!ilJ9. QfJb~ ,=ilJ~ ~l:!a!i!1g - - - - product is TBD, pending resolution of TRO issues. Deleted: CO: CO PO- benchmarks minus 10 percent NOTE 211 All Other States: - - - - - - - - - Deleted: NOTE +- -'- - ~ Deleted: 3 Formatted: Left ----""'\ Deleted: (except as follows):~ Combined reporting of UNE- (POTS) and UNE-P (Centrex 21)- beginning with Jul 04 data on the Aug 04 report. Line Sharing - beginning with Jul 04 data on the Aug 04 report Deleted: "#=-In Colorado the standard for PO-2 is considered met if the standard for either PO-2A or PO- 2B is met. For both PO-2A and PO- , the benchmark percentages shown apply to the aggregations of PO-2A-1 and PO-2A-2 (i.e., the combined PO-2A result) and of PO- 2B-1 and PO-2B-2 (i., the combined I PO-2B result). Formatted: Bullets and Numbering I Qwest Idaho SGAT Third Revision .Ei9htlLAmended ExhibitB .June 26 200z.. Page 11 Formatted: Font: 9 pI. I Deleted: Seventh / I Deleted: November 30 / // Deleted: 4 III III III III III III 3 Stipulation Issue VI.B: PO- PO-3 - LSR Rejection Notice Interval Purpose: Monitors the timeliness with which Qwest notifies CLECs that electronic and manual LSRs were reiected. Description: Measures the interval between the receipt of a Local Service Request (LSR) and the rejection of the LSR for standard categories of errors/reasons. Includes all LSRs submitted through the specified interface that are rejected during the reporting period. Standard reasons for rejections are: missing/incomplete/mismatching/unintelligible information duplicate request or LSR/PON (purchase order number), no separate LSR for each account telephone number affected, no valid contract, no valid end user verification, account not working in Qwest territory, service-affecting order pending, request is outside established parameters for service, and lack of CLEC response to Qwest question for clarification about the LSR. Included in the interval is time required for efforts by Qwest to work with the CLEC to avoid the necessity of rejecting the LSR. With hours: minutes reporting, hours counted are (1) business hours for manual rejects (involving human intervention) and (2) published Gateway Availability hours for auto-rejects (involving no human intervention). Business hours are defined as time during normal business hours of the Wholesale Delivery Service Centers, except for PO-3C in which hours counted are workweek clock hours. Gateway Availability hours are based on the currently published hours of availability found on the foliowinQ website: http://www.qwestcom/wholesale/cmp/ossHours.html. Reporting Period: One month Unit of Measure: PO-3A-, PO-3B-1 & PO 3C - Hrs: Mins. PO-3A-2 & PO-3B-2 - Mlns: Secs. Reporting Comparisons:Disaggregation Reporting: CLEC aggregate and Results for this indicator are reported according to the gateway interface individual CLEC results used to submit the LSR: PO-3A-, LSRs received via IMA-GUI and rejected manually: Statewide PO-3A -, LSRs received via IMA-GUI and auto-rejected: Region wide PO-3B-, LSRs received via IMA-EDI and rejected manually: Statewide PO-3B -, LSRs received via IMA-EDI and auto-rejected: Region wide PO-, LSRs received via facsimile: Statewide Formula: L ((Date and time of Rejection Notice transmittal) - (Date and time of LSR receipt)) + (Total number of LSR Rejection Notifications) Exclusions: Records with invalid product codes. Records missing data essential to the calculation of the measurement per the PID. Duplicate LSR numbers. (Exclusion to be eliminated upon implementation of IMA capability to disallow duplicate LSR #' Invalid start/stop dates/times. Product Reporting: Not applicable (reported by Standards: ordering interface).PO-3A-1 and -3B-::; 12 business hours PO-3A -2 and -3B -2: ::; 18 seconds PO-3C:::; 24 work week clock hours Availability:Notes: Available I Qwest Idaho SGAT Third Revision .El9!J!!LAmend~d ~xhibit B .June 26 2QO1..Page 12 Deleted: Seventh Deleted: November 30 Deleted: 4II I 1/1 PO-4 - LSRs Rejected Purpose: Monitors the extent LSRs are rejected as a percentage of all LSRs to provide information to help address potential issues that miaht be raised by the indicator of LSR reiection notice intervals. Description: Measures the percentage of LSRs rejected (returned to the CLEC) for standard categories of errors/reasons. Includes all LSRs submitted through the specified interface that are rejected or FOC'd during the reporting period. Standard reasons for rejections are: missing/incomplete/mismatching/unintelligible information; duplicate request or LSR/PON (purchase order number); no separate LSR for each account telephone number affected; no valid contract; no valid end user verification; account not working in Qwest territory; service-affecting order pending; request is outside established parameters for service; and lack of CLEC response to Qwest uestion for clarification about the LSR. Reporting Period: One month Unit of Measure: Percent of LSRs Reporting Comparisons: CLEC aggregate and Disaggregation Reporting: individual CLEC results Results for this indicator are reported according to the gateway interface used to submit the LSR: PO-4A-LSRs received via IMA-GUI and rejected manually - Region wide PO-4A -2 LSRs received via IMA-GUI and auto-rejected - Region wide PO-4B-LSRs received via IMA-EDI and rejected manually - Region wide PO-4B -2 LSRs received via IMA-EDI and auto-rejected - Region wide PO-LSRs received via facsimile - Statewide Formula: ((Total number of LSRs rejected via the specified method in the reporting period) + (Total of all LSRs that are received via the specified interface that were rejected or FOC'd in the reporting period)) x 100 Exclusions: Records with invalid product codes. Records missing data essential to the calculation of the measurement per the PID. Duplicate LSR numbers. (Exclusion to be eliminated upon implementation of IMA capability to disallow duplicate LSR #' Invalid start/stop dates/times. Product Reporting: Not applicable (reported by Standard: Diagnostic orderina interface). Availability:Notes: Available I Qwest Idaho SGAT Third Revision .El9!J!!LAmended ExhjbitB .June 2001..Page 13 Deleted: Seventh Deleted: November 30 Deleted: 4 /1 III PO-5 - Firm Order Confirmations (FOCs) On Time Purpose: Monitors the timeliness with which Qwest returns Firm Order Confirmations (FOCs) to CLECs in response to LSRs/ASRs received from CLECs, focusing on the degree to which FOCs are provided within specified intervals. Description: Measures the percentage of Firm Order Confirmations (FOCs) that are provided to CLECs within the intervals specified under "Standards" below for FOC notifications. Includes all LSRs/ASRs that are submitted through the specified interface or in the specified manner (Le., facsimile) that receive an FOC during the reporting period, subject to exclusions specified below. (Acknowledgments sent separately from an FOC (e., EDI 997 transactions are not included. . For PO-, the interval measured is the period between the LSR received date/time (based on scheduled up time) and Qwest's response with a FOC notification (notification date and time). . For PO-, 5C, and 5D, the interval measured is the period between the a lication date and time as defined herein, and Qwest's response with a FOC notification (notification date and time). . " Fully electronic" LSRs are those (1) that are received via IMA-GUI or IMA-EDI, (2) that involve no manual intervention, and (3) for which FOCs are provided mechanically to the CLEC. NOTE 2 . " Electronic/manual" LSRs are received electronically via IMA-GUI or IMA-EDI and involve manual processing. . " Manual" LSRs are received manually (via facsimile) and processed manually. . ASRs are measured only in business da . LSRs will be evaluated according to the FOC interval categories shown in the "Standards" section below, based on the number of lines/services requested on the LSR or, where multiple LSRs from the same CLEC are related, based on the combined number of lines/services requested on the related LSRs. Reporting Period: One month Unit of Measure: Percent Reporting Disaggregation Reporting: Statewide level (per multi-state system Comparisons: CLEC serving the state). aggregate and individual Results for this indicator are reported as follows:CLEC results . PO-5A:* FOCs provided for full electronic LSRs received via: - PO-5A-1 IMA-GUI - PO-5A-2 IMA-EDI . PO-5B:FOCs provided for electronic/manual LSRs received via: - PO-5B-1 IMA-GUI - PO-5B-2 IMA-EDI . PO-5C:FOCs provided for manual LSRs received via Facsimile. . PO-5D: FOCs provided for ASRs requesting LIS Trunks. * Each of the PO-, PO-5B and PO-5C measurements listed above will be further disaggregated as follows: (a) FOCs provided for Resale services and UNE-(b) FOCs provided for Unbundled Loops and specified Unbundled Network Elements(c) FOCs provided for LNP Formula: PO-5A = HCount of LSRs for which the original FOC's "(FOC Notification Date & Time) - (LSR received date/time (based on scheduled up time))" is within 20 minutes) .,. (Total Number of original FOC Notifications transmitted for the service category in the reporting periodH x 100 PO-, 5C , & 5D = HCount of LSRs/ASRs for which the original FOC's "(FOC Notification Date & Time) - (Application Date & Time)" is within the intervals specified for the service category involved) .,. (Total Number of original FOC Notifications transmitted for the service category in the reportinQ periodH x 100 I Qwest Idaho SGA T Third Revision, .El9!J!!LAmended Exhibit B .June 26 001"Page 14 Deleted: Seventh , Deleted: November 30 Deleted: 4II,III PO-5 - Firm Order Confirmations (FOCs) On Time (continued) Exclusions: LSRs/ASRs involving individual case basis (ICB) handling based on quantities of lines, as specified in the "Standards" section below, or service/request types, deemed to be projects Hours on Weekends and holidays. (Except for PO-5A which only excludes hours outside the scheduled up time). LSRs with CLEC-requested FOC arrangements different from standard FOC arrangements. Records with invalid product codes. Records missing data essential to the calculation of the measurement per the PID. Duplicate LSR numbers. (Exclusion to be eliminated upon implementation of IMA capability to disallow duplicate LSR #' Invalid start/stop dates/times. Additional PO-5D exclusion: Records with invalid a )plication or confirmation dates. Product Reporting:Standards: For PO-5A (all):95% within 20 minutes NUllo' For PO- , - 5B and For PO-5B (all):90% within standard FOC intervals 5C:(specified below) (a) Resale services For PO-5C (manual):90% within standard FOC intervalsUNE-P (POTS)specified below PLUS 24 hours NOTE 3 and UNE-P Centrex For PO-5D (LIS Trunks):85% within eiQht business days(b) Unbundled Loops and specified Standard FOC Intervals for PO-58 and PO-Unbundled Network Elements.Product Group NOTE FOC Interval(c) LNP Resale For PO-5D: LIS Residence and Business POTS 39 lines ISDN-Basic 10 lines Trunks.Conversion As Is 24 hours Adding/Changing features Add primary directory listing to established loop Add call appearance Centrex Non-Design 19 lines with no Common Block Configuration Centrex line feature chanQes/adds/removals (all) LNP 24 lines Unbundled Loops 24 loops 2/4 Wire analog DS3 Capable Sub-loop 24 sub-loops !included in Product Reporting group (b)) Line Sharing/Line Splitting/Loop Splitting 24 shared loops (included in Product ReportinQ Qroup (b)l Unbundled Network Element-Platform (UNE-P POTS) 1 - 39 lines I Qwest Idaho SGAT Third Revision .El9!J!!LAmended Exhibit B - .June 26,2001..Page 15 Deleted: Seventh Deleted: November 30 ;' Deleted: 4II" 1/1 PO-5 - Firm Order Confirmations (FOCs) On Time (continued) Resale ISDN-Basic Conversion As Specified New Installs Address Changes Change to add Loop ISDN-PRI (Facility) PBX DSO or Voice Grade Equivalent DS1 Facility DS3 Facility LNP Enhanced Extended Loops (EELs) (included in Product Reporting group (b))DS1 1-24 circuits Availability: Available 10 lines 48 hours 24 trunks 25-49 lines Resale Centrex (including Centrex 21 , Non-design Centrex 21 Basic ISDN , Centrex-Plus, Centron, Centrex Primes) 1-10 lines - With Common Block Configuration required Initial establishment of Centrex CMS services - Tie lines or NARs activity - Subsequent to initial Common Block Station lines - Automatic Route Selection Uniform Call Distribution Additional numbers UNE-P Centrex 1-10 lines UNE-P Centrex 21 1-10 lines Unbundled Loops with Facility Check(NOTE 2. 3) 1 - 24 loops 2/4 wire Non-loaded ADSL compatible ISDN capable XDSL-I capable DS1 capable Resale ISDN-PRI (Trunks) For PO-5D: LIS Trunks Notes: 1. LSRs with quantities above the highest number specified for each product type are considered ICB. 2. Unbundled Loop with Facility Check can be processed electronically; however, because this category always carries a 72-hour FOC interval the FOC results for this product will appear in PO-5B if received electronically or PO-5C if received manually. 3. Unbundled Loop with Facility Check will not add an additional 24 hours to the 72-hour interval if the LSR is submitted manually. 72 hours 12 trunks 96 hours 8 business days240 trunk circuits I Qwest Idaho SGA T Third Revision, .El9!J!!LAmended Exhibit B ..June 26,2001.. Page 16 Deleted: Seventh Deleted: November 30 Deleted: 4 II 1/1 PO-6 - Work Completion Notification Timeliness Purpose: To evaluate the timeliness of Qwest issuing electronic notification at an LSR level to CLECs that provisioning work on all service orders that comprise the CLEC LSR have been completed in the Service Order Processor and the service is available to the customer. Description: PO-6A & 6B: Includes all orders completed in the Qwest Service Order Processor that generate completion notifications in the reporting period, subject to exclusions shown below. The start time is the date/time when the last of the service orders that comprise the CLEC LSR is posted as completed in the Service Order Processor. The end time is when the electronic order completion notice is made available (IMA-GUI) NOTE 1 or transmitted (IMA-EDI) to the CLEC via the ordering interface used to place the local service request The notification is transmitted at an LSR level when all service orders that comprise the CLEC LSR are complete. With hours: minutes reporting, hours counted are during the published Gateway Availability hours. Gateway Availability hours are based on the currently published hours of availability found on the followinQ website: http://www.qwestcom/wholesale/cmp/ossHours.html. Reporting Period: I Unit of Measure:One month PO-6A - 6B:Hrs:Mins Reporting Disaggregation Reporting: Statewide level. Comparisons: CLEC aggregate and individual PO-Notices transmitted via IMA-GUI CLEC results.PO-Notices transmitted via IMA-EDI Formula: For completion notifications qenerated from LSRs received via IMA-GUI: PO-6A = L((Date and Time Completion Notification made available to CLEC) - (Date and Time the last of the service orders that comprise the CLEC LSR is completed in the Service Order Processor)) + (Number of completion notifications made available in reporting period) For completion notifications qenerated from LSRs received via IMA-EDI: PO-6B = L((Date and Time Completion Notification transmitted to CLEC) - (Date and Time the last of the service orders that comprise the CLEC LSR is completed in the Service Order Processor.)) + (Number of completion notifications transmitted in reporting period) Exclusions: PO - 6A & 6B: Records with invalid completion dates. LSRs submitted manually (e., via facsimile). ASRs submitted via EXACT. Product Reporting: I Standard: PO - 6A & 6B Aggregate reporting for all products ordered through 6 hours IMA-GUI and, separatelv, IMA-EDI (see disaaareqation reporting). Availability:Notes: Available The time a notice is "made available" via the IMA-GUI is the time Qwest stores a status update related to the completion notice in the IMA Status Updates database. When this occurs, the notice can be immediately viewed by the CLEC using the Status Updates window or by using the LSR Notice Inquiry function. I Qwest Idaho SGAT Third Revision .El9!J!!LAmended Exhibit B .June 26,200k . P1!ge 17 Deleted: Seventh Deleted: November 30 Deleted: 4II 1/1 PO.7 - Billing Completion Notification Timeliness Purpose: To evaluate the timeliness with which electronic billing completion notifications are made available or transmitted to CLECs, focusing on the percentage of notifications that are made available or transmitted (for CLECs) or posted in the billing system (for Qwest retail) within five business davs. Description: PO-7A & 7B: . This measurement includes all orders posted in the CRIS billing system for which billing completion notices are made available or transmitted in the reporting period, subject to exclusions shown below. Intervals used in this measurement are from the time a service order is completed in the SOP to the time billing completion for the order is made available or transmitted to the CLEC. - The time a notice is "made available" via the IMA-GUI consists of the time Qwest stores the completion notice in the IMA Status Updates database. When this occurs, the notice can be immediately viewed by the CLEC using the Status Updates window. - The time a notice is "transmitted" via IMA-EDI consists of the time Qwest actually transmits the completion notice via IMA-EDI. Applicable only to those CLECs who are certified and setup to receive the notices via IMA-EDI. . The start time is when the completion of the service order is posted in the Qwest SOP. The end time is when, confirming that the order has been posted in the CRIS billing system, the electronic billing completion notice is made available to the CLEC via the same ordering interface (IMA-GUI or IMA-EDI) as used to submit the LSR. Intervals counted in the numerator of these measurements are those that are five business days or less. PO- . This measurement includes all retail orders posted in the CRIS Billing system in the reporting period, subject to exclusions shown below. Intervals used in this measurement are from the time an order is completed in the SOP to the time it is posted in the CRIS billing system. . The start time is when the completion of the order is posted in the SOP. The end time is when the order is posted in the CRIS billing system. Intervals counted in the numerator of this measurement are those that are five business days or less. Reporting Period: One month I Unit of Measure: Percent Disaggregation Reporting: Statewide level. . PO-7A Notices made available via IMA-GUI . PO-7B Notices transmitted via IMA-EDI . PO-7C Billing system posting completions for Qwest Retail Reporting Comparisons: PO-7A and -7B: CLEC aggregate and individual CLEC results. PO-7C: Qwest retail results. Formula: For wholesale service orders Qwest enerates for LSRs received via IMA: PO-7A = (Number of electronic billing completion notices in the reporting period made available within five business days of posting complete in the SOP) + (Total Number of electronic billing completion notices made available during the reporting period) (Number of electronic billing completion notices in the reporting period transmitted within five business days of posting complete in the SOP) + (Total Number of electronic billing completion notices transmitted during the reporting period) PO-7B = For service orders Qwest enerates for retail customers Le.the retail analo ue for PO-7A & - PO-7C = (Total number of retail service orders posted in the CRIS billing system in the reporting period that were posted within 5 business days) + (Total number of retail service orders posted in the CRIS billinQ system in the reoortino period) I Qwest Idaho SGA T Third Revision, .El9!J!!LAmended Exhibit B .June 26 ?OO1..page Deleted: Seventh Deleted: November 30 Deleted: 4 II 11/ PO-7 - Billing Completion Notification Timeliness (continued) Exclusions: PO-, 7B & 7C Services that are not billed through CRIS, e.g. Resale Frame Relay. Records with invalid completion dates. PO-7A & 7B LSRs submitted manually. ASRs submitted via EXACT. Product Reporting:Standard: Aggregate reporting for all products ordered through IMA-PO-7A and -7B: Parity with PO- GUI and , separately, IMA-EDI (see disaggregation reporting). Availability:Notes: Available I Qwest Idaho SGAT Third Revision .El9!J!!LAmended ExhibitB . .June 26,2001 - - - Page19 - - - - - . Deleted: Seventh Deleted: November 30 ;' Deleted: 4 /I, 1/1 PO-8 - Jeopardy Notice Interval Purpose: Evaluates the timeliness of jeopardy notifications, focusing on how far in advance of original due dates jeopardy notifications are provided to CLECs (regardless of whether the due date was actually missed). Description: Measures the average time lapsed between the date the customer is first notified of an order jeopardy event and the original due date of the order. Includes all orders completed in the reportinQ period that received jeopardy notifications. Reporting Period: One month Unit of Measure: Average Business davs "u,~ Reporting Comparisons: CLEC Disaggregation Reporting: Statewide level. aggregate, individual CLEC and Qwest (This measure is reported by jeopardy notification process Retail results as used for the categories shown under Product Reporting. Formula: (L(Date of the original due date of orders completed in the reporting period that received jeopardy notification - Date of the first jeopardy notification) + Total orders completed in the reporting period that received jeopardy notification) Exclusions: Jeopardies done after the original due date is past. Records involving official company services. Records with invalid due dates or a lication dates. Records with invalid completion dates. Records with invalid product codes. Records missinQ data essential to the calculation of the measurement per the PID. Product Reporting:Standards: Non-Designed Services A Parity with Retail POTS Unbundled Loops (with or without B Parity with Retail POTS Number Portability) LIS Trunks C Parity with Feature Group D (FGD) services UNE-P (POTS)D Parity with Retail POTS Availability:Notes: Available 1. For PO-8A and -, Saturday is counted as a business day for all non-dispatched orders for Resale Residence, Resale Business, and UNE- (POTS), as well as for the retail analogues specified above as standards. For dispatched orders for Resale Residence, Resale Business, and UNE-P (POTS) and for all other products reported under PO-8B and -, Saturday is counted as a business day when the service order is due on Saturday. I Qwest Idaho SGAT Third Revision .El9!J!!LAmended ExhibitB .June 26,200k Page 20 Deleted: Seventh Deleted: November 30 ;' Deleted: 4/I, IIII PO-9 - Timely Jeopardy Notices Purpose: When original due dates are missed, measures the extent to which Qwest notifies customers in advance of ieopardized due dates. Description: Measures the percentage of late orders for which advance jeopardy notification is provided. Includes all inward orders (Change, New, and Transfer order types) assigned a due date by Qwest and which are completed/closed in the reporting period that missed the original due date. Change order types included in this measurement consist of all C orders representing inward activitv Missed due date orders with jeopardy notifications provided on or after the original due date is cast will be counted in the denominator of the formula but will not be counted in the numerator. Reporting Period: One month Unit of Measure: Percent Reporting Comparisons: CLEC Disaggregation Reporting: Statewide level. aggregate, individual CLEC and (This measure is reported by jeopardy notification process as Qwest Retail results used for the cateaories shown under Product Reoortina. Formula: ((Total missed due date orders completed in the reporting period that received jeopardy notification in advance of original due date) + (Total number of missed due date orders completed in the reporting period)) x 100 Exclusions: Orders missed for customer reasons. Records with invalid product codes. Records involving official company services. Records with invalid due dates or a lication dates. Records with invalid completion dates. Records with invalid product codes. Records missing data essential to the calculation of the measurement per the PID. Product Reporting:Standards: Non-Designed Services A Parity with Retail POTS Unbundled Loops (with or without Number B Parity with Retail POTS Portability) LIS Trunks C Parity with Feature Group D (FGD) Services UNE-P (POTS)D Parity with Retail POTS Availability:Notes: Available I Qwest Idaho SGAT Third Revision .El9!J!!LAmended Exhibit B .June 26,2001... P1!ge.21 Deleted: Seventh Deleted: November 30 Deleted: 4 II I I1/1 - - . - . PO-15 - Number of Due Date Changes per Order Purpose: To evaluate the extent to which Qwest chanQes due dates on orders. Description: Measures the average number of Qwest due date changes per order. Includes all inward orders (Change, New, and Transfer order types) that have been assigned a due date in the reporting period subject to the exclusions below. Change order types for additional lines consist of all "C" orders representing inward activit Counts all due date changes made for Qwest reasons following assignment of the original due date. Reporting Period: One month Unit of Measure: Average Number of Due Date Changes Reporting Comparisons: I Disaggregation Reporting: Statewide level. CLEC aggregate, individual CLEC, and Qwest retail results. Formula: L(Count of Qwest due date changes on all orders) + (Total orders in reporting period) Exclusions: Customer requested due date changes. Records involving official company services. Records with invalid due dates or a lication dates. Records with invalid product codes. Records missing data essential to the calculation of the measurement per the PID. Product Reporting: I Standard: None Diagnostic Availability:Notes: Available I Qwest Idaho SGA T Third Revision, .El9!J!!LAmended Exhibit B .June 26,2001.. Page 22 Deleted: Seventh Deleted: November 30 Deleted: 4 II 1/1 PO-16- Timely Release Notifications Purpose: Measures the percent of release notifications for changes to specified OSS interfaces sent by Qwest to CLECs within the intervals and scope specified within the change management plan found on Qwest's Chanae Manaaement Process, (CMP) website at hUp://www.Qwestcom/wholesale/cmp/whatiscmp.html. Description: . Measures the percent of release notices that are sent by Qwest within the intervals/timeframes prescribed by the release notification procedure on Qwest's CMP website. NOTE 1 Release notices measured are: Draft Technical Specifications (for App to App interfaces only); Final Technical Specifications (for App to App interfaces only); Draft Release Notices (for IMA-GUI interfaces only); Final Release Notices (for IMA-GUI interfaces only); and - OSS Interface Retirement Notices. NOTE - For the following ass interfaces: - IMA-GUI , IMA-EDI; CEMR; Exchange Access, Control, & Tracking (EXACT); NOTE 3 Electronic Bonding - Trouble Administration (EB - T A); NOTE 4 lABS and CRIS Summary Bill Outputs; NOTE 5 Loss and Completion Records; NOTE New OSS interfaces (for introduction notices only.) NOTE 6 - Also included are notifications for connectivity or system function changes to Resale Product Database. Includes OSS interface release notifications by Qwest relating to the following products and service categories: LlS/Interconnection , Collocation, Unbundled Network Elements (UN E), Ancillary, and Resale Products and Services. Includes ass interface release notifications by Qwest to CLECs for the following ass functions: Pre-Ordering, Ordering, Provisioning, Repair and Maintenance, and Billing. Includes Types of Changes as specified in the "Qwest Wholesale Change Management Process Document" (Section 4 - Types of Changes). Includes all ass interface release notifications pertaining to the above OSS systems, subject to the exclusions specified below. . Release Notifications sent on or before the date required by the CMP are considered timely. A release notification "sent date" is determined by the date of the e-mail sent by Qwest that provides the Release Notification. NOTE 7 . Release Notifications sent after the date required by the (CMP) are considered untimely. Release Notifications required but not sent are considered untimely. Reporting Period: One month Reporting Comparisons: CLEC Aggregate Unit of Measure: Percent Disaggregation Reporting: Region-wide level. Formula: ((Number of required release notifications for specified ass interface changes made within the reporting period that are sent on or before the date required by the change management plan (CMP) + Total number of required release notifications for specified ass interface changes within reporting period))x100 Exclusions: Changes to be implemented on an expedited basIs (exception to ass notification intervals) as mutually agreed upon by CLECs and Qwest through the CMP. Chanaes where Qwest and CLECs aaree, through the CMP, that notification is unnecessary. I Qwest Idaho SGAT Third Revision .El9!J!!L~mended Exhibit B .June 26,200z.Page23 Deleted: Seventh Deleted: November 30 Deleted: 4 II //1 PO-16 Timely Release Notifications (continued) Product Reporting: Availability: Available None Standards: Vol. 1-10: No more than one untimely notification Vol. ::0 10: 92.5% timely notifications Notes: 1. The Qwest Wholesale Change Management Process Document specifies the intervals for release notifications by type of notification. These intervals are documented in the change management plan. 2. The documents described in section "0 - Retirement of Existing OSS Interfaces" of the "Qwest Wholesale Change Management Process Document" as "Initial Retirement Notice" and "Final Retirement Notice. 3. EXACT is a Telecordia system. Only release notifications for changes initiated by Qwest for hardware or connectivity will be included in this measurement. 4. EB-TA is the same system as MEDIACC. 5. CRIS, lABS, and Loss and Completions will adhere to the notification intervals documented in section 8.1 - Changes to Existing Application to Application Interface. 6. The documents described in section "7.0 - Introduction of New OSS Interface" of the "Qwest Wholesale Change Management Process Document" as "Initial Release Announcement and Preliminary Implementation Plan" (new App to App only), "Initial Interface Technical Specification" (new App to App only), "Final Interface Technical Specifications (new App to App only), "Release Notification (new GUI only). CMP notices for "Introduction of a New OSS" are to be included in this measurement even though the new system is not explicitly listed in the Description" section of this PID. However, once implemented, the system will not be added to the measurement for purposes of measuring release, change and retirement notifications unless specifically incorporated as an authorized change to the PID. 7. The intervals used to determine timeliness are based on CMP guidelines. I Qwest Idaho SGAT Third Revision, Elill!!b..Amended Exhibit B .June 2001.. Page 24 Deleted: Seventh Deleted: November 30 Deleted: 4 /1 III PO-19 - Stand-Alone Test Environment (SATE) Accuracy Purpose: Evaluates Qwest's ability to provide accurate production-like tests to CLECs for testing new releases in the SATE and production environments and testinq between releases in the SATE environment. Description: PO-19A Measures the percentage of test transactions that conform to the test scenarios published in the IMA ED/ Data Document- for the Stand Alone Test Environment (SATE) that are successfully executed in SATE at the time a new IMA Release is deployed to SATE. In months where no release activity occurs, measures the percentage of test transactions that conform to the test scenarios published in the current IMA EDI Data Document-for the Stand Alone Test Environment (SATE) that are successfully executed in SATE during the between-releases monthly performance test. Includes one test transaction for each test scenario published in the /MA EDI Data Document - for the Stand A/one Test Environment (SA TE). Test transactions will be executed for each of the IMA releases supported in SATE utilizing all test scenarios for each of the current versions of the IMA EDI Data Document for the Stand A/one Test Environment (SA TE). The successful execution of a transaction is determined by the Qwest Test Engineer according to: The expected results of the test scenario as described in the /MA EDI Data Document for the Stand Alone Test Environment (SA TE) and the EDI disclosure document. The transactions strict adherence to business rules published in Qwest's most current IMA EDI Disclosure Documentation for each release and the associated Addenda. NOTE 1 For this measurement, Qwest will execute the test transactions in the Stand-Alone Test Environment. Release related test transactions will be executed when a full or point release of IMA is installed in SATE. These transactions will be executed within five business da s of the numbered release being originally installed in SATE. This five-business day period will be referred to as the "Testing Window. Mid-release monthly performance test transactions will be executed in the months when no Testing Window for a release is completed. These transactions will be executed on the 15 , or the nearest working day to the 15th of the month, in the months when no release related test transactions are executed. Test transaction results will be reported by release and included in the Reporting Period during which the release transactions or mid-release test transactions are completed. PO-19B Validates the extent that SATE mirrors production by measuring the percentage of IMA EDI test transactions that produce comparable results in SATE and in production. Transactions counted as producing comparable results are those that return correctly formatted data and fields as specified in the release s EDI disclosure document and developer worksheets related to the IMA release being tested. Comparability will be determined by evaluating the data and fields in each EDI message for the test transactions against the same data and fields for Preorder queries, LSRs, and Supplementals, and returned as Query Responses, Acknowledgements, Firm Order Confirmations (FOCs) for flow-through eligible products, and rejects. Test transactions are executed one time for each new major IMA release within 7 days after the IMA release. Test transactions consist of a defined suite of Product/Activity combinations. Qwest's three regions will be represented. NOTE 2 - Pre-order, Order, and Post-order transactions (FOCs for flow-through products) are included. With respect to the comparability of the structure and content of results from SATE and production environments, this measurement focuses only on the validity of the structure and the validity of the content, per developer worksheets and EID mapping examples distributed as part of release notifications. NOTE 3 Reporting Period: PO-19A - One month PO-19B: -- One month (for those months in I Unit of Measure: Percent I Qwest Idaho SGA T Third Revision, .El9b!!LAmendE3d Exhibit B .June 26 2001"Page25 Deleted: Seventh Deleted: November 30 Deleted: 4II, 1/1 PO-19 Stand-Alone Test Environment (SATE) Accuracy (continued) which release-related test transactions are completed) Reporting Comparisons: None Disaggregation Reporting: PO-19A - Reported separately for each release tested in the reporting period PO-19B -- None Formula: PO-19A ((Total number of successfully completed SATE test transactions executed for a Software Release or between-releases performance test completed in the Reporting Period) + (Total number of SATE test transactions executed for each Software Release or between-releases performance test completed in the Reporting Period)) x 100 PO-19B ((Total number of completed IMA EDI test transactions executed in SATE and production that produce comparable results for each new major IMA Software Release completed in the Reporting Period) .;- (Total number of completed IMA EDI test transactions executed in SATE and production for each new major IMA Software Release completed in the Reporting Period)) x 100 Availability: Exclusions: For PO-19B: Transactions that fail due to the unavailability of a content item (e., TN exhaustion in SATE or the production environment) or a function in the SATE or production environments (e., address validation query or CSR query) that is unsuccessful due to an outage in systems that interface with IMA-EDI (e., PREMIS or SIA). Transactions that fail because of differences between the production and SATE results caused when an IMA candidate is implemented into IMA and not SATE (i.e., where CMP decides not to implement an IMA candidate in a SATE release: e., the Reject Duplicate LSR candidate in IMA 12.0). This exclusion does not apply during reporting periods in which there are no differences between oroduction IMA and SATE caused by SATE releases oackaaed pursuant to CMP decisions.Product Reporting: None Standard: PO-19A - 95% for each release tested PO-19B - 95% Notes: 1. Transactions that are executed and found to have inconsistencies with the data and format rules will be corrected and rerun. Rerun volumes will not be counted in the denominator for PO-19. Such corrections and re-executions are intended to enforce strict adherence to business rules published in Qwest's most current IMA EDI Data and Disclosure Documents. 2. The product and activity combinations that make up the test decks for PO-19B will be updated after each major IMA software release and provided to CLECs with the publication of IMA EDI Draft Interface Technical Specifications for the next major IMA software release as defined in the CMP process. All combinations with EDI transaction volumes ;. 100 in the previous 12-month period will be included in the test deck. 75 days prior to the execution of the test, Qwest will run a query against IMA to determine which combinations meet the criteria for inclusion (i.e., volumes ;. 100). Available I Qwest Idaho SGA T Third Revision, .El9!J!!L~mended Exhibit B ..June 26 2001..Page 26 Deleted: Seventh Deleted: November 30 Deleted: 4II, 1/1 - - PO-19 Stand-Alone Test Environment (SATE) Accuracy (continued) 3. The intent of this provision is to avoid including the effects of circumstances beyond the SATE environment that could cause differences in SATE and production results that are not due to problems in mirroring production. For example, because of real-time data manipulation in production, an appointment availability query transaction in SATE will not return the same list of available appointments as in production. Available appointments in production are fully dependent on real-time activities that occur there, whereas available appointments in SATE are based on a pre- defined list that is representative of production. I Qwest Idaho SGAT Third Revision .El9!J!!LAmend~d Exhibit B .June 26,2001..Page 27 Deleted: Seventh Deleted: November 30 /' Deleted: 4 II I I1/1 PO-20 (Expanded) - Manual Service Order Accuracy Purpose: Evaluates the degree to which Qwest accurately processes CLECs' Local Service Requests (LSRs), which are electronically-submitted and manually processed by Qwest, into Qwest Service Orders, based on mechanized comparisons of specified LSR-Service Order fields and focusing on the percentage of manually- orocessed Service Orders that are accurate/error-free. Description: Measures the percentage of manually-processed Qwest Service Orders that are populated correctly, in specified data fields, with information obtained from CLEC LSRs. Includes only Service Orders created from CLEC LSRs that Qwest receives NOTE 1 electronically (via IMA- GUI or IMA-EDI) and manually processes in the creation of Service Orders, regardless of flow through eligibility, subject to exclusions specified below. Includes only Service Orders, from the product reporting categories specified below, that request inward line or feature activity (Change, New, and Transfer order types), are assigned a due date by Qwest, and are completed/closed in the reporting period. Change Service Order types included in this measurement consist of all C orders with "I" and "T" action-coded line or feature USOCs. All Service Orders satisfying the above criteria.a!~ ~~all!a!e i':11hls Il1~a.s!Jr:.e.r:n_e!1t - - - - - - - - - - - - - . An inward line Service Order will be classified as "accurate" and thus counted in the numerator in the formula below when the mechanized comparisons of this measurement determine that the fields specified in the Service Order Fields Evaluated section below (when the source fields have been properly populated on the LSR) are all accurate on the Service Order. An inward feature Service Order will be classified as "accurate" if the fields specified in the Service Order Fields Evaluated section below (when the source fields have been properly populated on the LSR) are all accurate on the Service Order and if no CLEC notifications to the call center have generated call center tickets coded to LSR/SO mismatch for that order. Service Orders will be counted as being accurate if the contents of the relevant fields, as recorded in the completed Service Orders involved in provisioning the service, properly match or correspond to the information from the specified fields as provided in the latest version of associated LSRs. Service orders generated from LSRs receiving a PIA (Provider Initiated Activity value will be counted as being accurate if each and every mismatch has a correct and corresponding PIA value. Service Orders, including those otherwise considered accurate under the above-described mechanized field comparison, will not be counted as accurate if Qwest corrects errors in its Service Order(s) as a result of contacts received from CLECs no earlier than one business day prior to the original due date. - - - Deleted: and as specified in the Availability section below Reporting Period: One month , reported in arrears (Le., results first appear in reports one month later than results for measurements that are not reported in arrears), in order to exclude Service Orders that are the subject of call center tickets counted in OP-5B and OP-, as having new service problems attributed to Service Order errors. Unit of Measure:Percent Reporting Comparisons: CLEC Aggregate and individual CLEC Disaggregation Reporting: Statewide Level Formula: ((Number of accurate, evaluated Service Orders) + (Number of evaluated Service Orders completed in the reporting period)) x 100 4 Stipulation Issue 1.0. Qwest Idaho SGAT Third Revision,.El9!J!!LAmended E::xhibit B .June 26 2QOk Page 28 1 Formatted: Font: 9 pt Deleted: Seventh / I Deleted: November 30 Deleted:4II,III PO-20 (Expanded) - Manual Service Order Accuracy (continued) Exclusions: Service Orders that are the subject of call center tickets counted in OP-5B and OP-5T as having new service problems attributed to Service Order errors. Cancelled Service Orders. Service Orders that cannot be matched to a corresponding LSR Records missina data essential to the calculation of the measurement per the PID.Product Reporting: Standard: Resale and UNE-P (POTS and Centrex 21) ... ~5Y,,- - - - - - - - - - - - - - - - - - - - - - - - Unbundled Loops (Analog and Non-Loaded 2/4-wire, DS1 Capable, DS3 and higher Capable, ADSL Compatible, XDSL-I Capable, ISDN-BRI Capable) Availability: Available - - - - - - - - - - - - - - - - - - - - - - - - - - Notes: J ~ - T ~ ~e. il1c;l,=!c!esl Jr:! th~ _rl!e.?~LJrE!I11E!r:!t~ ~er"ic;e. - - - - Orders created from CLEC LSRs must be - - - received ndcompleteaTn the same version o( -- IMA-GUI or IMA-EDI. 2. J;:QnsLs!s oJ .?~ I!l'?QLJaJly-p~o~E!sSE!cI,'l!J~ILfyir:!Q - - Service Orders per product reporting category specified above, from throughout Qwest's 14- state local service region. L - - - - - - - - - - ~ - - - - - - - - - - ~ - - - - - - - - - - LSR-Service Order Fields Evaluated Mechanized comparison of the fields from the Service Order to the LSR: LSR Field Form Code LSR Field Name Remarks/Service Order Field: CCNA Customer Carrier CCNA field of LSR form compared to the RSID/ZCID field LSR Name identifier in the Extended ID section of the Service Order. Abbreviation PON Purchase Order PON field of LSR form compared to the PON field in Bill Number Section of the Service Order. D/TSENT Date and time The D/TSENT field of LSR form from the Firm Order sent Manager, using applied business day cut-off rules and business typing rules, and compare to the APP (Application Date) used on the Service Order. CHC Coordinated Hot Applies only to Unbundled Loop. Cut Requested Validate that the installation USOC used on the Service Order matches the Coordinated Cut request. (Evaluated in coniunction with the TEST field to determine correct USOC. TEST Testing required Applies only to Unbundled Loop. Validate that the installation USOC used on the Service Order matches the TEST request. (Evaluated in conjunction with the CHC field to determine correct USOC. Network Channel Applies only to Unbundled Loop. NC field on the LSR form Code compared to provisioning USOC for CKL 1 on the Service Order. NCI Network Channel Applies only to Unbundled Loop NCI field on the LSR form Interface Code compared to provisioning USOC for CKL 1 on the Service Order. I Qwest Idaho SGAT Third Revision .El9!J!!LAmended Exhibit B . .June 2001". P1!ge 29 Deleted: Benchmarks, as follows: 1( Phase 11( 97%1( Phase 21( 96%1( Phase 3 & beyond'(! - - - - Formatted: Font: Not Bold - - - , I I I ""\ " '- I \ \ Deleted: ,,#,.Phase 0 - PO-20 (Old) (the first version using sampling of limited fields). ~Available now)1f "#"Phase 1 NO E2 - PO- (Expanded) Mechanized version (as defined herein). All qualifying orders associated with initial LSRs received via IMA version 15.0 or higher beginning with May 2004 data reported in Jul 04. 1( "#"Phase 2 - Additional fields added. No later than Sep 04 results reported in Nov 041( ,,#,.Phase 3- Additional fieids added. Targeted for 1 ,I Quarter 051( Phase 4 - Additional fields added. 1\ (DateTBD). Formatted: Bullets and Numbering\ I Deleted: Phase 1: Deleted: Phase 1 - (Effective with LSRs received beginning May2004) Deleted: Seventh Deleted: November 30 ;' Deleted: 4 /1 I I1/1 PO-20 (Expanded) - Manual Service Order Accuracy (continued) LSR-Service Order Fields Evaluated Mechanized comDarison of the fields from the Service Order to the LSR: LSR Field Form Code LSR Field Name Remarks/Service Order Field: SECNCI Secondary Applies only to Unbundled Loop orders. Network Channel SECNCI field on the LSR form compared to the provisioning Interface Code USOC for CKL2 on the Service Order. PIC InterLATA Pre-PIC field on Resale or Centrex form compared to PIC subscription populated on the "I" or "T" action lines in the Service and Indicator Code Equipment section of the Service Order. Note: LSR PIC = None; S.O. PIC = NoneResale or LPIC IntraLATA Pre-LPIC field on Resale or Centrex form compared to LPIC Centrex subscription populated on the "I" or "T" action lines in the Service and Indicator Code Equipment section of the Service Order. Note: LSR LPIC = None; S.O. LPIC = 9199 LSR LPIC = DFL T; S.O. LPIC = 5123 TNS Telephone Validate that all telephone numbers in the TNS fields in the Numbers Service Details section on the Resale or Centrex form reauirinQ inward activity are addressed on the Service Order. FA!Feature When the FA - N , T, V FEATURE Activity/Feature Validate line and feature USOCs provided in the FEATURE Codes field on the Resale or Centrex form are addressed with " Resale and/or "T" action lines on the Service Order. Note: Comparison will be based on the USOCs associated Centrex with line and feature activity listed in the PO-20 USOC List posted on Qwest's public website, on the web page containing the current PID www.qwestcom/whoiesale/results). Qwest may add USOCs to the list, delete grand-fathered/ discontinued or obsolete USOCs, or update USOCs assigned to listed descriptions by providing notice in the monthly Summary of Notes and updatinQ the list ECCKT Exchange Applies to LSRs with ACT = C (only when NC code has not Company Circuit changed , M, or T. ECCKT field on the LS form compared to the CLS field in the Service and Equipment section of the Service Order. I Qwest Idaho SGAT Third Revision .El9!J!!LAmended Exhibit B .June 2001..Page - - Deleted: Phase 1 - (Effective with LSRs received beginning May2004) ... 3 Deleted: Seventh Deleted: November 30 Deleted: 4II 1/1 PO-20 (Expanded) - Manual Service Order Accuracy (continued) LSR-Service Order Fields Evaluated Mechanized comDarison of the fields from the Service Order to the LSR: LSR Field Form Code LSR Field Name Remarks/Service Order Field: LS/CFA Connecting CFA field on the LS or LSNP forms compared to the CFA LSNP Facility field used in CKL 1 of the Service Order. (Verbal acceptance Assignment of CFA changes will be FOC'd and PIA', which will account for the mismatch and eliminate it as an error in the PO- calculation. LTY Listing Type L TY - 1 (Listed - appears in DA and the directory.) Validate that there is a LN in the List section of the Service Order. L TY = 2 (Non Listed - appears only in DA) Validate that there is non listing instructions in the LN field in the List section of the Service Order. Central/Western Region: Validate that the left handed field is NLST and (NON-LIST) is contained in the NLST data field in the List section of the Service order. Eastern Region: Validate that the left handed field is NL and (NON LIST) is contained in the NL data field in the List section of the Service Order. L TY = 3 (Non Pub - does not appear in the directory and telephone number does not appear in DA) Validate that there is non published instructions in the LN field in the List Iii section of the Service Order. Central/Western Regions: Validate that the left handed :;:; field is NP and (NON-PUB) is contained in the NP data field !!! in the List section of the Service Order.... ...J.g c Eastern Region: Validate that the left handed field is NPIII and (NP LODA) or (NP NODA) is contained in the NP data ~:?: :;:; iij field in the List section of the Service Order. !!! u TOA Type of Account Validate TOA entries (only reviewed when BRO field on DL...J 0 form is not populated): .s .g TOA valid entries are B or RP ;:.., Validate that there is a semi colon (;) within the LN in the111-!: c List section of the Service Order. I 'C TOA valid entries are R or BP ...J oS Validate that there is a comma (,) within the LN in the ListQ ~section of the Service Order.iij Exception: When LSR-TOS = 3, TOA review is Not Applicable. Handled by Complex Listing Group. Requires seoarate Service Order. DML Direct Mail List DML field = 0 on DL form; Service Order LN contains (OCLS). NOSL No Solicitation Arizona Only Indicator NOSL field = Y on DL form; Service Order LN contains (NSOL) (OCLS). TMKT Telemarketing Colorado Only TMKT field = 0 on DL form; Service Order LN contains (OATD). When both the DML and the TMKT fields are populated, DML validation aoolies. LNLN and Listed Name LNLN and LNFN fields on DL form compared to the LN field LNFN in the List section of the Service Order. I Qwest Idaho SGAT Third Revision .El9!J!!LAmended Exhibit B .June 26,2001.. - P1!ge 31 - - - Deleted: Phase 1 - (Effective with LSRs received beginning May2004) '~ 4 Deleted: Seventh Deleted: November 30 ;' Deleted: 4 II, 11/ PO-20 (Expanded) - Manual Service Order Accuracy (continued) LSR-Service Order Fields Evaluated Mechanized comparison of the fields from the Service Order to the LSR: LSR Field Form Code LSR Field Name Remarks/Service Order Field: ADI Address Indicator ADI - 0 on DL form; Service Order LA contains (OAD). LAPR Listed Address LAPR field of the Listing form compared to LA in the List Number Prefix section of the Service Order. LANO Listed Address LANO field of the Listing form compared to LA in the List Number section of the Service Order. LASF Listed Address LASF field of the Listing form compared to LA in the List Number Suffix section of the Service Order. LASD Listed Address LASD field of the Listing form compared to LA in the List Street Directional section of the Service Order. LASN Listed Address LASN field of the Listing form compared to LA in the List Street Name section of the Service Order. LATH Listed Address LATH field of the Listing form compared to LA in the List Street Type section of the Service Order. LASS Listed Address LASS field of the Listing form compared to LA in the List Street Directional section of the Service Order. Suffix LALOC Listed Address LALOC field of the Listing form compared to LA in the List Locality section of the Service Order. LSR DSPTCH Dispatch Limited to Unbundled Loops where ACT = Z or V only. If DSPTCH field on the LSR form = Y, validate dispatch USOC in the Service and Equipment section of the Service Order. LTC Line Treatment Applies only to Centrex 21 Code LTC field numeric value on the Centrex form compared to the data following the CAT field for the Line USOC on the Centrex Service Order. COS Class of Service Applies only to Centrex 21. - Qwest Specific COS field of the Centrex form compared to the CS field in the ID section of the Service Order. Resale FEATURE Feature Details As specified in Appendix A of the 14 State Working PID. DETAILS Comparison would be based on the fields associated with the .c;E!ntrex . . - - USOC list reference9 ull~er f~CltlJre AG!ivity jlP9~e - - - - - - - I Qwest Idaho SGAT Third Revision .El9!J!!LAmended Exhibit B .June 2001.. . P1!ge)2 . . Deleted: Phase 1 - (Effective with LSRs received beginning May2004) ~. 5 ~ ~ - - Deleted: Phase 2 - No later thanSep 04 results ... 6 i Formatted Table - - :: - - Deleted: in Phase 1 - - Deleted: Phase 3 - Targeted for 1"Quarter 05 ... 7 Deleted: Seventh Deleted: November 30 Deleted: 4 /1 1/1 PO-20 (Expanded) - Manual Service Order Accuracy (continued) Resale BLOCK Blocking Type For each LNUM provided in the Service Detail section of the (Stage 1)Resale or Centrex form when BA = E: Centrex Note: The BLOCK field may have one or more alpha and/or numeric values per LNUM. This review will only validate based on BA/BLOCK fields and will not address blocking information provided in the "Remark" section on the LSR or the Feature Detail section of the LSR. The values listed below will be considered as follows: If BLOCK contains A, validate FID TBE A is present on the service order floated behind line USOC associated with the TNS for that LNUM. If BLOCK contains B, validate FID TBE B is present on the service order floated behind line USOC associated with the TNS for that LNUM. If BLOCK contains C, validate FID TBE C is present on the service order floated behind line USOC associated with the TNS for that LNUM. If BLOCK contains H , validate FID BLKD is present on the service order floated behind line USOC associated with the TNS for that LNUM. DFDT Desired Frame Due Time Applicable only to orders for Resale and UNE-P (POTS and Centrex 21) DFDT field on the LSR form compared to the FDT field in the Extended ID section of the Service Order. DDD field from the last FOC'd LSR compared to the original or last subsequent due date in the Extended ID section on the Service Order when no CFLAG/PIA is present on the FOC. (Le. Evaluation includes recognition of valid differences between DDD and Service Order based on population of the CFLAG/PIA field on the LSRC FOC For Resale and UNE-P (POTS and Centrex 21): L TN field on the Listing form compared to the Main Account Number of the Service Order. I LSR DDD Desired Due Date I ~ ';.. ..J c 0 E 'C- 0 Q).u...Q) .. ::si5 "iiiI ~..J ~ LTN Listed Telephone Number For Unbundled Loop: L TN field on the Listing form compared to the TN floated after the LN in the Listing section of the Service Order. LNPL Letter Name Placement LNPL field on the Listing form = L, validate that LN on the Service Order follows letter placement versus word placernent. . I Qwest Idaho SGAT Third Revision .El9!J!!LAmended Exhibit B .June 26 ?QO1..Page 33 . - Deleted: Phase 2 - No later than Sep 04 results ... 8 i Formatted Table . ", - i Deleted: Phase 4 - Date TB~ i Formatted Table n . - - - - i Deleted: Resale or CentrexOlOll Deleted: Seventh Deleted: November 30 ;' Deleted: 4II/III Ordering and Provisioning OP-2 - Calls Answered within Twenty Seconds - Interconnect Provisioning Center Purpose: Evaluates the timeliness of CLEC access to Qwest's interconnection provisioning center(s) and retail customer access to the Business Office, focusina on the extent calls are answered within 20 seconds. Description: Measures the percentage of (Interconnection Provisioning Center or Retail Business Office) calls that are answered by an agent within 20 seconds of the first ring. Includes all calls to the Interconnect Provisioning Center/Retail Business Office during the reporting period, subject to exclusions specified below. Abandoned calls and busy calls are counted as calls which are not answered within 20 seconds. First ring is defined as when the customer s call is first placed in queue by the ACD (Automatic Call Distributor). Answer is defined as when the call is first picked UD bv the Qwest aQent. Reporting Period: One month Unit of Measure: Percent Reporting Comparisons: CLEC aggregate and Disaggregation Reporting: Region-wide level. Qwest Retail results Formula: ((Total Calls Answered by Center within 20 seconds) + (Total Calls received by Center)) x 100 Exclusions: Time spent in the VRU Voice Response Unit is not counted. Product Reporting: Not applicable Standard: Parity Availability:Notes: Available I Qwest Idaho SGA T Third Revision, .El9!J!!LAmended Exhibit B . .June 26 2001... ~1!ge34 Deleted: Seventh Deleted: November 30 Deleted: 4 " I1/1 OP-3 - Installation Commitments Met Purpose: Evaluates the extent to which Qwest installs services for Customers by the scheduled due date. Description: Measures the percentage of orders for which the scheduled due date is met. All inward orders (Change, New, and Transfer order types) assigned a due date by Qwest and which are completed/closed during the reporting period are measured, subject to exclusions specified below. Change order types included in this measurement consist of all Corders representing inward activit . Also included are orders with customer-requested due dates longer than the standard interval. Completion date on or before the Applicable Due Date recorded by Qwest is counted as a met due date. The Applicable Due Date is the original due date or, if changed or delayed by the customer the most recently revised due date, subject to the following: If Qwest changes a due date for Qwest reasons, the Applicable Due Date is the customer-initiated due date, if any, that is (a) subsequent to the oriainal due date and (b) prior to a Qwest-initiated, chanced due date, if any. Reporting Period: One month Unit of Measure: Percent Reporting Disaggregation Reporting: Statewide level. Comparisons:Results for producUservices listed in Product Reporting under "MSA-Type CLEC aggregate Disaggregation" will be reported according to orders involving: individual CLEC OP-3A Dispatches within MSAs; and Qwest Retail OP-3B Dispatches outside MSAs; andresultsOP-3C No dispatches. Results for products/services listed in Product Reporting under "Zone-type Disaggregation" will be disaggregated according to installations: OP-3D In Interval Zone 1 areas; and OP-3E In Interval Zone 2 areas. Formula: ((Total Orders completed in the reporting period on or before the Applicable Due Date)..,.. (Total Orders Completed in the Reporting Period)! x 100 Exclusions: Disconnect, From (another form of disconnect) and Record order types. Due dates missed for standard categories of customer and non-Qwest reasons. Standard categories of customer reasons are: previous service at the location did not have a customer- requested disconnect order issued, no access to customer premises, and customer hold for payment. Standard categories of non-Qwest reasons are: Weather, Disaster, and Work Stoppage. Records involving official company services. Records with invalid due dates or a lication dates. Records with invalid completion dates. Records with invalid product codes. Records missing data essential to the calculation of the measurement per the PID. I Qwest Idaho SGAT Third Revision .El9!J!!LAmended Exhibit B .June 26,2001"Page 35 Deleted: Seventh Deleted: November 30 ;' Deleted: 4 II I I/II OP - 3 Installation Commitments Met (continued) Product Reoortina:Standards: MSA-Tvne Disaaareaation Resale Residential sinQle line service Paritv with retail service Business sinQle line service Paritv with retail service Centrex Parity with retail service Centrex 21 Paritv with retail service DSO Inon-desianed provisioning)Paritv with retail service PBX Trunks (non-desiQned provisioninQ)Paritv with retail service Primary ISDN (non-desiQned provisionina\Paritv with retail service Basic ISDN (non-desiQned provisionina)Paritv with retail service Unbundled Network Element - Platform Parity with like retail service IUNE-P) IPOTS) Unbundled Network Element - Platform Parity with retail Centrex 21 (UNE-P) (Centrex 21 ) Unbundled Network Element - Platform Parity with retail Centrex tUNE-PI ICentrex Line Splitting 95% Loop Splitting NUI~Diagnostic Line Sharing 95% Sub-Loop Unbundling CO: 90% All Other States: Diaanostic Zone-TvDe Disaaareaation Resale Primary ISDN (desiQned provisioninQ)Paritv with retail service Basic ISDN (desiQned provisioninQ)Paritv with retail service DSO (desiQned provisioninQ)Paritv with retail service DS1 Paritv with retail service PBX Trunks Idesianed provisioning)Paritv with retail service DS3 and higher bit-rate services Parity with retail service laaareQate) Frame Relav Paritv with retail service LIS Trunks Parity with Feature Group D (aggregate) Unbundled Dedicated Interoffice Transport (UDIT\ UDIT - DS1 level Paritv with retail DS1 Private Line UDIT - Above DS1 level Paritv with retail Private Lines above DS1 level Dark Fiber - IOF Diaanostic Unbundled Loops: Analoa Loop 90% Non-loaded Loop 12-wire)90% Non-loaded Loop 14-wire)Paritv with retail DS1 Private Line DS1-capable LOOD Paritv with retail DS1 Private Line xDSL-1 capable Loop 90% ISDN-capable Loop Paritv with retail ISDN BRI Idesianed\' ADSL-Qualified Loop 90% Loop types of DS3 and higher bit-rates Parity with retail DS3 and higher bit-rate Private (aQQreQate)Line services laaareQate) Dark Fiber - Loop Diaanostic LOODS with ConditioninQ 90% 5 Stipulation Issue LA. b Stipulation Issue LA. Stipulation Issue I.C. Qwest Idaho SGAT Third Revision .El9!J!!LAmendecj ~xhjbitB .June 26 2002,Pa9.e3~. . .- - - Deleted: Qwest DSL(non-designedprovisioning) ... 11 --- Deleted: QwestDSL(designed , " provisioning) ... 12 Formatted: Superscript Formatted: Font: 9 pt I Formatted: Font: 9 pt ;' I Formatted: Font: 9 pt ;,/ Formatted: Font: 9 pt // Deleted: Seventh I / I Deleted: November 30 / I Deleted: 4~ I; ~ I III OP - 3 Installation Commitments Met (continued) E911/911 Trunks Parity with retail E911/911 Trunks Enhanced Extended Loops (EELs) - (DSO WA: 90% level)All Other States: Diagnostic Enhanced Extended Loops (EELs) - (DS1 90% level) Enhanced Extended Loops (EELs) - (DS3 WA: 90% level)All Other States: Diagnostic Availability: I Notes: Available 1. Reporting will begin at the time CLECs order the product, in any quantity, for three consecutive months. I Qwest Idaho SGA T Third Revision, .El9!J!!LAmendeej E)(hibit B .June 26 2001..Page 37 Deleted: Seventh Deleted: November 30 ;' Deleted: 4 II I I11/ OP-4 - Installation Interval Purpose: Evaluates the timeliness of Qwest's installation of services for customers, focusing on the average time to install service. Description: Measures the average interval (in business da s) NOTE 1 between the a lication date and the completion date for service orders accepted and implemented. Includes all inward orders (Change, New, and Transfer order types) assigned a due date by Qwest and which are completed/closed during the reporting period, subject to exclusions specified below. Change order types for additional lines consist of all C orders representing inward activit Intervals for each measured event are counted in whole days: the application date is day zero (0); the day following the application date is day one (1). The Applicable Due Date is the original due date or, if changed or delayed by the customer, the most recently revised due date, subject to the following: If Qwest changes a due date for Qwest reasons, the Applicable Due Date is the customer-initiated due date, if any, that is (ab subsequent to the original due date and (b) prior to a Qwest-initiated, changed due date, if any. N TE2 Time intervals associated with customer-initiated due date changes or delays occurring after the Applicable Due Date, as applied in the formula below, are calculated by subtracting the latest Qwest-initiated due date, if any, followin~ the Applicable Due Date, from the subsequent customer-initiated due date, if anv. NOTE Reporting Period: One month Unit of Measure: Average Business Days Reporting Disaggregation Reporting: Statewide level. Comparisons:Results for product/services listed in Product Reporting under "MSA-Type CLEC Disaggregation" will be reported according to orders involving: aggregate OP-4A Dispatches within MSAs; individual CLEC OP-4B Dispatches outside MSAs; and and Qwest OP-4C No dispatches. Retail results Results for products/services listed in Product Reporting under "Zone-type Disaggregation" will be disaggregated according to installations: OP-4D In Interval Zone 1 areas; and OP-4E In Interval Zone 2 areas. Formula: :E((Order Completion Date) - (Order Application Date) - (Time interval between the Original Due Date and the Applicable Date) - (Time intervals associated with customer-initiated due date changes or delays occurring after the Applicable Due Date)) + Total Number of Orders Completed in the reporting period lanation: The average installation interval is derived by dividing the sum of installation intervals for all orders !in business days) NOTE 1 by total number of service orders completed in the reportinQ period. Exclusions: Orders with customer requested due dates greater than the current standard interval. Disconnect, From (another form of disconnect) and Record order types. Records involving official company services. Records with invalid due dates or application dates. Records with invalid completion dates. Records with invalid product codes. Records missinQ data essential to the calculation of the measurement per the PID. I Qwest Idaho SGA T Third Revision, .El9!J!!L~rr:lE~n.9~~ ~)(hJl?it ~ .June 26 ?QO1.. - - - - - - '=1!ge).? - - - - - - - - j; I Deleted: Seventh Deleted: November 30 Deleted: 4 Formatted: Font: 9 pt Formatted: Font: 9 pt /" Formatted: Font: 9 ptI I Formatted: Font: 9 pt / / Deleted: Seventh" / I - . I I I Deleted: November 30II ' Deleted: 4II, Qwest Idaho SGA T Third Revision, .El9!J!!L~n:l(~ns!~cj ~)(hJ~it. ~ - .June 26,?QO~ - - - - - - '='1!g~)JJ - - - - - - - - OP-4 - Installation Interval (continued) Product ReDortina:Standards: MSA-Tvoe DisaDDreDation Resale Residential sinale line service Parity with retail service Business sinQle line service Parity with retail service Centrex Parity with retail service Centrex 21 Paritv with retail service DSO (non-desianed provisionina)Parity with retail service PBX Trunks (non-desiQned provisioninQ)Parity with retail service Primary ISDN (non-designed Parity with retail service provisionina) Basic ISDN (non-desiQned provisioninQ)Parity with retail service Unbundled Network Element - Platform Parity with like retail service (UNE-P) (POTS) Unbundled Network Element - Platform Parity with retail Centrex 21 (UNE-P) (Centrex 21 ) Unbundled Network Element - Platform Parity with retail Centrex (UNE-P) (Centrex) Line SplittinQ 3 days Loop SplittinQ NOTE 3 Diagnostic Line Sharina 3 days Sub-Loop Unbundling CO: 6 days All Other States: DiaQnostic Zone-Tvoe DisaDareDation Resale Primary ISDN (desiQned provisioninQ)Parity with retail service Basic ISDN(desiQned provisionina)Paritv with retail service DSO (desiQned provisionina)Paritv with retail service DS1 Parity with retail service PBX Trunks (desianed provisioninQ)Parity with retail service DS3 and higher bit-rate services Parity with retail service (aaareaate\ Frame Relav Parity with retail service LIS Trunks Parity with Feature Group D (aggregate) Unbundled Dedicated Interoffice Transport (UDIT) UDIT - DS11evei Parity with DS1 Private Line Service UDIT - Above DS1 level Parity with Private Lines above DS1 level Dark Fiber - IOF DiaQnostic Unbundled Loops: AnaloQ Loop 6 days Non-loaded Loop (2-wire)6 days Non-loaded Loop (4-wire)Parity with retail DS1 Private Line DS1-capable Loop Idaho, Iowa, Montana, Nebraska, North Dakota, Oregon, Wyoming: Parity with retail DS1 Private Line Arizona, Colorado, Minnesota, New Mexico South Dakota, Utah, Washington: 5 days xDSL-1 capable Loop 6 days ISDN-capable Loop Parity with retail ISDN BRI Idesioned)'U ADSL-Qualified Loop 6 days a Stipulation Issue LA. " Stipulation Issue LA. 10 Stipulation Issue LC. - - - - Deleted: Qwest DSL (non-designedprovisioning) !... 13 - - - Deleted: Qwest DSL(designedprovisioning) ... 14 OP-4 - Installation Interval (continued) Loop types of DS3 and higher bit-rates Parity with retail DS3 and higher bit-rate services (aaareQate)(aaareaate\ Dark Fiber - Loop Diaanostic LOODS with ConditioninQ 15 davs E911 /911 Trunks Parity with retail E911/911 Trunks Enhanced Extended Loops (EELs) - (DSO Diagnostic level) Enhanced Extended Loops (EELs) - (DS1 6 days level) Enhanced Extended Loops (EELs) - (DS3 Diagnostic level) Availability:Notes: Available For OP-4C, Saturday is counted as a business day for all orders for Resale Residence, Resale Business, and UNE-P (POTS), as well as for the retail analogues specified above as standards. For all other products under OP-4C and for all products under OP-, -4B -4D, and -4E. Saturday is counted as a business day when the service order is due or completed on Saturday. According to this definition, the Applicable Due Date can change per successive customer-initiated due date changes or delays, up to the point when a Qwest-initiated due date change occurs. At that point, the Applicable Due Date becomes fixed (Le., with no further changes) as the date on which it was set prior to the first Qwest-initiated due date change, if any. Following the first Qwest- initiated due date change, any further customer-initiated due date changes or delays are measured as time intervals that are subtracted as indicated in the formula. These delay time intervals are calculated as stated in the description. (Though infrequent, in cases where multiple Qwest-initiated due date changes occur, the stated method for calculating delay intervals is applied to each pair of Qwest-initiated due date change and subsequent customer- initiated due date change or delay. The intervals thus calculated from each pairing of Qwest and customer-initiated due dates are summed and then subtracted as indicated in the formula.) The result of this approach is that Qwest-initiated impacts on intervals are counted in the reported interval, and customer-initiated impacts on intervals are not counted in the reported interval. Reporting will begin at the time CLECs order the product, in any quantity, for three consecutive months. Deleted: Seventh I Deleted: November 30 , Deleted: 1/, Qwest Idaho SGA T Third Revision, .El9!J!!L~rT)end~c! ~)(hJ~it. ~ - .June 26,?QOk - - - - - - F'1!ge _49 - - - - - - - - OP-5 - New Service Quality Purpose: Evaluates the quality of ordering and installing new services (inward line service orders), focusing on the percentage of newly-installed service orders that are free of CLEC/customer-initiated trouble reports during the provisioning process and within 30 calendar days following installation completion, and focusing on the ualit of Qwest's resolution of such conditions with res ect to multi Ie re orts. Description: Measures two components of new service provisioning quality (OP-5A and -5B) and also reports a combined result (OP-5T), as described below, each as a percentage of all inward line service orders completed in the reporting period that are free of CLEC/customer-reported provisioning and repair trouble reports, as described below. Also measures the percentage of all provisioning and repair trouble reports that constitute multiple trouble reports for the affected service orders. (OP-5R) Orders for new services considered in calculating all components of this performance indicator are all inward line service orders completed in the reporting period , including Change (C-type) orders for additional lines/circuits, subject to exclusions shown below. Chan~e order types considered in these measurements consist of all C orders representing inward activit . aTE 1 Orders for new service installations include conversions (Retail to CLEC, CLEC to CLEC, and same CLEC converting between products). Provisioning or repair trouble reports include both out of service and other service affecting conditions such as features on a line that are missing or do not function properly upon conversion , subject to exclusions shown below. OP-: New Service Installation Qualit orted to Re air Measures the percentage of inward line service orders that are free of repair trouble reports NOTE 2 within 30 calendar days of installation completion, subject to exclusions below. Repair trouble reports are defined as CLEC/customer notifications to Qwest of out-of-service and other service affecting conditions for which Qwest opens repair tickets in its maintenance and repair management and tracking systems NOTE 3 that are closed in the reporting period or the following month, NO1E 4 subject to exclusions shown below. NOTE 5 Qwest is able to open repair tickets for repair trouble reports received from CLECs/customers once the service order is completed in Qwest's systems. OP-: New Service Provisionina Qualit Measures the percentage of inward line service orders that are free of provisioning trouble reports during the provisioning process and within 30 calendar days of installation completion , subject to exclusions shown below. Provisioning trouble reports are defined as CLEC notifications to Qwest of out of service or other service affecting conditions that are attributable to provisioning activities, including but not limited to LSR/service order mismatches and conversion outages. For provisioning trouble reports, Qwest creates call center tickets in its call center database. Subject to exclusions shown below, call center tickets closed in the reporting period or the following month NOTE 4 are captured in this measurement. Call center tickets closed to Network reasons will not be counted in OP-5B when a repair trouble report for that order is captured in OP-5A. NOTE 5, 6 OP-5T:New Service Installation Qualit Total Measures the percentage of inward line service orders that are free of repair or provisioning trouble reports during the provisioning process and within 30 calendar days of installation completion, subject to exclusion shown below. OP-5R: New Service Quali Multi le Re ort Rate Evaluates the quality of Qwest's responses to repair and provisioning trouble reports for inward line service orders completed in the reporting period. This measurement reports, for those service orders that were not free of repair or provisioning trouble reports in OP-5A or OP-5B, the percentage trouble reports affecting the same service orders that were followed by additional repair and provisioning trouble reports, as specified below. Measures the percentage of all repair and provisioning trouble reports considered in OP-5A and OP-5B that are additional repair or provisioning trouble reports received by Qwest for the same service order durin the rovisionin rocess or within 30 calendar da s followin installation I Qwest Idaho SGAT Third Revision .El9b1b..Amended Exhibit B .June 2001.. - Page 41 Deleted: Seventh Deleted: November 30 ;' Deleted: 4II I IIII OP- 5 - New Service Qualit completion. Additional repair or provisioning trouble reports are defined as all such reports that are received following the first report (whether the first report is represented by a call center ticket or a repair ticket) relating to the same service order during the provisioning process or within 30 calendar days following installation completion. In all cases, the trouble reports counted are those that are defined for OP-5A and OP-5B above. NOTE Reporting Period: One month , reported in arrears (Le., results first appear in reports one month later than results for measurements that are not re orted in arrears , in order to cover the 30-da eriod followin installation. Reporting Comparisons: CLEC aggregate Disaggregation Reporting: Statewide level individual CLEC and Qwest Retail results Formulas: OP-SA = (Number inward line service orders completed in the reporting period - Number of inward line service orders with any re air trouble re orts as specified above) + (Number of inward line service orders completed in the reporting period) x 100 Unit of Measure: Percent OP.SB = (Number of inward line service orders completed in the reporting period - Number of inward line service orders with any rovisionin trouble re orts as specified above) + (Number of inward line service orders completed in the reporting period) x 100 OP-ST = ((Number of inward line service orders completed in the reporting period) - Number of inward line service orders with re air or rovisionin trouble re orts as defined above under OP-5A or OP- as applicable) + (Number of inward line service orders completed in the reporting period) x 100 OP-SR = (Number of all repair and provisioning trouble reports, relating to inward line service orders closed in the reporting period as defined above under OP-5A or OP-, that constitute additional repair and provisioning trouble reports, within 30 calendar days following the installation date + Number of all repair and provisioning trouble reports relating to inward line service orders closed In the reporting period, as defined above under OP-5A or OP-5B) x 100 Exclusions: licable to OP-OP-5T and OP-5R: Repair trouble reports attributable to CLEC or coded to non-Qwest reasons as follows: For products measured from MTAS data, repair trouble reports coded to disposition codes for: Customer Action; Non-Telco Plant; Trouble Beyond the Network Interface; and Miscellaneous- Non-Dispatch, non-Qwest (includes CPE, Customer Instruction, Carrier, Alternate Provider); and Reports from other than the CLEC/customer that result in a charge if dispatched. For products measured from WFA (Workforce Administration) data, repair reports coded to codes for: Carrier Action (IEC); Customer Provided Equipment (CPE); Commercial power failure; Customer requested service order activity; and Other non-Qwest. Repair reports coded to disposition codes for referral to another department (Le., for non-repair ticket resolutions of non-installation-related problems, except cable cuts, which are not excluded). licable to OP-OP-5T and OP-5R onl Provisioning trouble reports attributable to CLEC or non-Qwest causes. Call center tickets relating to activities that occur as part of the normal process of conversion (Le., while Qwest is actively and properly engaged in process of converting or installing the service). Provisioning trouble reports involving service orders that, at the time of the calls, have fallen out for manual handling and been disassociated from the related service order, as applicable, will be considered as not in the normal process of conversion and will not be excluded. licable to OP-OP-OP-5T and OP-5R: Repair or provisioning trouble reports related to service orders captured as misses under measurements OP-13 (Coordinated Cuts Timeliness) or OP-17 (LNP Timeliness). Subsequent repair or provisioning trouble reports of any trouble on the installed service before the original repair or provisioning trouble report is closed. Service orders closed in the re ortin eriod with A I Qwest Idaho SGAT Third Revision .El9!J!!LAmended Exhibit B .June 2001.. Page 42 Deleted: Seventh Deleted: November 30 Deleted: 4II 11/ OP- 5 - New Service Qualit continued beginning of the reporting period. Information tickets generated for internal Qwest system/network monitoring purposes. . Disconnect, From (another form of disconnect) and Record order types. When out of service or service affecting problems are reported to the call center on conversion and move requests, the resulting call center ticket will be included in the calculation of the numerator in association with the related inward order type even when the call center ticket reflects the problem was caused by the Disconnect or From order. Records involving official Qwest company services. Records missin data essential to the calculation of the measurement as defined herein. Product Reporting Categories: Standards: As specified below - one OP-5A: Parity with retail service percentage result reported for OP-5B: .96. . - - each bulleted category under OP-5T: Diagnostic the sub-measurements shown. OP-5R: Diagnostic for six months following first reporting. Possible standard (TBD) (Where parity comparisons involve multiple service varieties in a product category, weighting based on the retail analogue volumes may be used if necessary to create a comparison that is not affected by different proportions of wholesale and retail analogue volumes in the same re ortin cate 0 . 11 Administrative chanqe. Qwest Idaho SGAT Third Revision , El9h!b..Amended ExhibitB . .June 26,2001.. Page 43 Deleted: Diagnostic for six months following first reporting. After six months Benchmark (TBD) 1 Formatted: Font: 9 pt Deleted: Seventh / / Deleted: November 30 :~" Deleted: 4 1/1