20040506Exhibit B Modification.pdf

Mary S. Hobson (ISB #2142)
Stoel Rives LLP
101 South Capitol Boulevard - Suite 1900
Boise, ID 83702
Telephone: [phone]
Facsimile: [phone]
mshobson~stoel.com
ECEIVED i'iLED 0
lDa~ HAY -S PHl,:3S
iUJ\HO PUBliC
UTILITIES GOMI"1/SSION
Adam L. Sherr (WSBA #25291)
Qwest
1600 7th Avenue - Room 3206
Seattle, W A 98191
Telephone: [phone]
Facsimile: [phone]
adam.sherr~qwest.com
Attorneys for Qwest Corporation
BEFORE THE IDAHO PUBLIC UTILITIES COMMISSION
IN THE MATTER OF QWEST
CORPORATION'S (FIKJA/U S WEST
COMMUNICATIONS, INC.) FILING OF A
STATEMENT OF GENERALLY
A V AILABLE TERMS AND CONDITIONS
PURSUANT TO 47 US.c. 9 252(F)
Case No. QWE-O3-
QWEST CORPORATION'S NOTICE
OF MODIFICATION TO EXHIBIT B
TO ITS STATEMENT OF
GENERALLY AVAILABLE TERMS
AND CONDITIONS
MODIFICATIONS TO THE
PERFORMANCE INDICATOR
DEFINITIONS CONTAINED IN EXHIBIT B
(December 2003-March 2004)
Qwest Corporation ("Qwest"), pursuant to 47 US.C. 9 252(f)(3), submits the attached
updated Exhibit B to its Statement of Generally Available Terms and Conditions ("SGAT"). I
Exhibit B contains the Performance Indicator Definitions ("PIDs ). This submission results
Qwest is submitting "clean" and "red-lined" versions of Exhibit B, as modified.
QWEST CORPORA nON'S NonCE OF MODIFICA nON TO EXHIBIT B TO ITS
STATEMENT OF GENERALLY AVAILABLE TERMS AND CONDITIONS - Page 1
Boise-170850.1 0029164-00098
from work completed during Long Term PID Administration ("L TP A") sessions in which
participants identified and agreed upon a number of modifications to the PIDs. These
agreements were reached between Qwest and the CLECs in LTPA meetings from December 18
2003 , through March 25 2004, and in one instance, during the subsequent impasse process.
The agreed-upon changes fall into the following categories: new product reporting
and/or standards, association between certain tem1S in the PIDs and their corresponding entries in
the "Definition of Terms" section of Exhibit B, language clarifications, PID deletion, and PID
reVIsIOns.
First, new product reporting and/or standards for line sharing, line splitting and EELs
were adopted. These changes may be summarized as follows:
The parties agreed to change the standard for line sharing, in OP-, from
Diagnostic" to "Parity with retail Qwest DSL" and in, OP-, from "Diagnostic" to
Diagnostic (Expectation: Parity with retail Qwest DSL)." In addition, through
negotiations during the impasse process, the CLECs accepted Qwest's proposal to begin
reporting line sharing in PO-, with a diagnostic standard and to suspend PO-
benchmark standard discussions until Triennial Review Order ("TRO") issues are
resolved.
Agreement was reached during L TP A to report line splitting on a disaggregated
basis for OP-, OP-, OP-, OP-, MR-, MR-, MR-, MR-, and MR-3 The
following standards were also agreed upon: OP-, 95%; OP-, 3.3 days; OP-, Parity
with retail Qwest DSL; OP-, Diagnostic (Expectation: Parity with retail Qwest DSL);
and MR- 7, Parity with retail Qwest DSL. Standards for MR-, MR-, MR-, and MR-
and a change to the existing standard of diagnostic for OP-5A are currently at impasse
within the L TP A collaborative process. As a result
, "
TBD" (to be determined) is shown
as the standard for MR-, MR-, MR-, and MR-8 since the disaggregation ofline
See CLECs' email to the LTPA stating agreement , dated April 27, 2004 at 12:19 PM
(Denver time) attached as Attachment 1 to this Notice.
OP-3 measures installation commitments met; OP-4 measures installation intervals; OP-
measures delayed days; OP-15 measures intervals for pending orders delayed past due
dates; MR-3 measures out-of-service cleared within 24 hours; MR-4 measures all
troubles cleared within 48 hours; MR-6 measures mean time to restore; MR- 7 measures
repair repeat report rate; and MR-8 measures trouble rate.
QWEST CORPORATION'S NOTICE OF MODIFICATION TO EXHIBIT B TO ITS
STATEMENT OF GENERALLY A V AILABLE TERMS AND CONDITIONS - Page 2
Boise-170850.1 0029164-00098
splitting is being added to these rIDs. However, OP-5A retains its "diagnostic" standard
designation because the disaggregation ofline splitting exists in the current OP-
definition.
The parties agreed to apply the categories and standards for EELs as they apply in
the Colorado Performance Assurance Plan, to PO-, OP-, OP-, OP-, MR-, MR-
MR-, andMR-
Second, certain terms that appear in a rID's definition have been associated with their
corresponding explanations in the "Definition of Terms" section of Exhibit B. The parties
agreed to accomplish this association for electronic versions of Exhibit B through a Hyperlink.
A Hyperlink takes the reader of the document to the definition in the Definition of Terms section
when the reader either clicks on the term, or holds down the CTRL key and then clicks the term.
The first appearance of these linked terms (Application Date, Business Day, Interval Zone
l/Zone 2, Inward Activity, Lack of Facilities, MSAlNon-MSA, Projects, Ready for Service
(RFS), Ready for Service Date (RFS Date), and Repeat Report) are underlined in blue in each of
the rIDs where they appear. In the electronic version of the redlined Exhibit B, the Hyperlink is
also shown in blue to distinguish it from other types of changes in the Pill. In conjunction with
the Hyperlink of "Inward Activity," the parties agreed to remove some of the language in the
applicable rIDs that also appeared in the definition. Therefore in PO-9 the parenthetical phrase
with 'I' and 'T' action coded line USOCs " has been removed.
Third, the parties agreed to clarify certain language on the Introduction page i, and in
Pills BI-, MR-, MR-, MR-, MR-, MR-, BI-3A4 Language was changed to increase the
clarity, accuracy, or completeness of the PIDs, but not to change the meaning of the rIDs.
Specifically, the changes either update information or make certain terms and phrases consistent
BI-I measures the time to provide recorded usage records; MR-5 measures all troubles
cleared within 4 hours; MR-9 measures repair appointments met; and BI-3A measures
billing accuracy - adjustments for errors - for UNEs and resale.
QWEST CORPORATION'S NOTICE OF MODIFICATION TO EXHIBIT B TO ITS
STATEMENT OF GENERALLY A V AILABLE TERMS AND CONDITIONS - Page 3
Boise-170850.10029164-00098
throughout the PID. For MR-, MR-, MR-, MR-, and MR-9 where the phrase "ofreceipt" is
being replaced by "that Qwest is first notified of the trouble by CLEC," the parties agreed that
the time interval begins when the repair trouble ticket is created.
Fourth, agreement was reached to delete PO-
, "
LSR Accountability.
Fifth, agreement was reached to revise MR- 7
, "
Repair Repeat Report Rate , to more
closely tie a repeated trouble report with the initial trouble report. This revision results in the
PID being reported one month in arrears to provide the time to identify a repeat trouble report
that occurs within 30 days of the initial trouble report (i., July s results would be reported in
September).
Last, the parties adopted language from PO-1 and PO-19 in the Arizona PIDS.
The standards of25 seconds for the ninth pre-order transaction, i.
Connecting Facilities Assignment " and 30 seconds for the tenth pre-
order transaction, i.
, "
Meet Point Inquiry," were agreed upon. In the
merged PO-1 PID, these benchmarks were stated for Arizona only and
TBD" was the listed standard for the other 13 states. With this PID
update the Arizona standards are being adopted region-wide.
The Arizona version ofPO-19 has two sub-measures while the prior
version of PO-19 for the other 13 states only had one. The additional sub-
measure measures the extent that SATE mirrors production by identifying
the percentage of transactions that produce comparable results in SATE
and the production environment. The Arizona version is being adopted
region-wide.
All of these above-mentioned changes were discussed by the L TP A in one or more of the
weekly LTPA sessions. A number of Staff members from various state commissions attended
those discussions as well. The parties agreed that these substantive changes would be submitted
together after completion of the negotiation sessions, rather than individually as agreement was
PO-l measures pre-order/order response times; and PO-19 measures the accuracy of
SATE, the Stand-Alone Test Environment.
QWEST CORPORATION'S NOTICE OF MODIFICATION TO EXHIBIT B TO ITS
STATEMENT OF GENERALLY AVAILABLE TERMS AND CONDITIONS - Page 4
Boise-170850.10029164-00098
reached. Since the last negotiation session took place on Thursday, March 25, 2004, Qwest now
submits these agreed-upon changes.
Qwest respectfully requests that the Commission permit the attached revised Exhibit B to
go into effect no later than 60 days after submission in accordance with 47 US.c. 9252(f)(3).
Qwest further requests that the Commission deem this revised Exhibit B to modify the SGAT
and existing interconnection agreements that currently contain the PIDs as an exhibit.
Submitted this 5th day of May, 2004.
Qwest Corporation
-:1f~(!~
Stoel Rives LLP
Adam L. Sherr
Qwest
Attorneys for Qwest Corporation
QWEST CORPORATION'S NOTICE OF MODIFICATION TO EXHIBIT B TO ITS
STATEMENT OF GENERALLY A V AILABLE TERMS AND CONDITIONS - Page 5
Boise-170850.1 0029164-00098
CERTIFICATE OF SERVICE
I hereby certify that on this 5th day of May, 2004
, I served the foregoing QWEST
CORPORATION'S NOTICE OF MODIFICATION TO EXHIBIT B TO ITS STATEMENT OF
GENERALLY A V AIL ABLE TERMS AND CONDITIONS upon all parties of record in this
matter as follows:
Jean D. Jewell, Secretary
Idaho Public Utilities Commission
472 West Washington
O. Box 83720
Boise, ID 83702
Telephone: [phone]
Facsimile: [phone]
i i ewell(c4puc.state.id. us
Weldon Stutzman
Deputy Attorney General
Idaho Public Utilities Commission
472 West Washington
O. Box 83720
Boise, ID 83702
Telephone: [phone]
Facsimile: [phone]
LXJ
(.lLJ
(---.J
Hand Delivery
U. S. Mail
Overnight Delivery
Facsimile
Email
Hand Delivery
U. S. Mail
Overnight Delivery
Facsimile
Email
~~~~
Brandi L. Gearhart, PLS
Legal Assistant to Mary S. Hobson
Stoel Rives LLP
QWEST CORPORATION'S NOTICE OF MODIFICATION TO EXHIBIT B TO ITS
STATEMENT OF GENERALLY A V AILABLE TERMS AND CONDITIONS - Page 6
Boise-170850.10029164-00098
From:
Sent:
To:
Subject:
Maiser~puclist.state.id.us on behalf of Chad Warner (chad.warner~mci.com)
Tuesday, April 27, 2004 12:19 PM
L T271 ~puclist.state.id.
RE: Extension on Qwest's Responses to CLECs' Counterproposals forPO-2 and Reporting of
xDSLi Loops
Covad, MCr, and Qwest have had follow up discussions related to the PO-
impasse on BenC?marks for Line Sharing and Covad and Mcr are willing to
accept the last Qwest proposal submitted on April 9,2004. Parties agree
that Qwest will begin reporting Line Sharing results separately as
diagnostic beginning with the July results (reporting in August) and suspend
discussions of a benchmark until the until TRO issues reach resolution.
Thanks
Chad Warner
Carrier Management (Qwest Region)
303 -217-4214
V 625-4214
- - - - -
Original Message-
- - --
From: Maiser~puclist.state.id.us (mailto:Maiser~puclist.state.id.usJ On
Behalf Of Buhler, Dean
Sent: Wednesday, April 21 , 2004 2:37 PMTo: LT271~puclist. state. id. us
Subject: Extension on Qwest I s Responses to CLECs I Counterproposals for PO-
and Reporting of xDSLi Loops
LTPA
Qwest originally planned on providing its responses to the CLECs'
counterproposals regarding PO-2 (UNE-P Centrex 21 and linesharing) and
the reporting of xDSLi capable loops by today - I just talked to John
Kern and gained his approval to provide our responses on Wednesday,
April 28th.
Thank you
Dean Buhler
You are currently subscribed to the LT271 E-mail list (Hosted by Idaho
Public Utilities Commission). To unsubscribe send a message to
whart~puc. state. id. us.
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Commission). To unsubscribe send a message to whart~puc state - id. us -
Attachment 1
Qwest
Spirit of Service
Service Performance Indicator Definitions (PID)
14-State 271 PIC Version 7.
QWEST'S SERVICE PERFORMANCE INDICATOR DEFINITIONS (PID)
14-State 271 PID Version 7.
Introduction
Owest will report performance results for the service performance indicators defined herein. Owest 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 Owest'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 Owest'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.
Owest Idaho SGA T Third Revised, Fourth Amended Exhibit B May 5, 2004 Page i
Qwest's Service Performance Indicator Definitions
Table of Contents
ELECTRONIC GATEWAY AVAilABiliTY ...........................................................................
GA-1 - Gateway Availability - IMA-GUI........ ........................ ...................... ........ ................
GA-2 - Gateway Availability - IMA-EDI.............................................................................. 2
GA-3 - Gateway Availability - EB- T A.... ....... ........ ..............................................................
GA-4 - System Availability - EXACT....
......................... ........ ............ .......... ....... ................
GA-6 - Gateway Availability - GUI -- Repair ...................................................................... 5
GA-7 - Timely Outage Resolution following Software Releases ........................................
PRE-ORDER/ORDER ...........................................................................................................
PO-1 - Pre-Order/Order Response Times..........................................................................
PO-2 - Electronic Flow-through...... ........................................ .......................................... 10
PO-3 - LSR Rejection Notice Interval............................. ........ ........ ............... ........ ........... 12
PO-4 - LSRs Rejected......................................................................................................
PO-5 - Firm Order Confirmations (FOCs) On Time.......................................................... 14
PO-6 - Work Completion Notification Timeliness .............................................................
PO-7 - Billing Completion Notification Timeliness ............................................................
PO-8 - Jeopardy Notice Interval..............
........................ ......... ........ .............. ..................
PO-9 - Timely Jeopardy Notices ......................................................................................
PO-15 - Number of Due Date Changes per Order .........................."............................... 22
PO-16 - Timely Release Notifications.. .........................
............... ...... ................. ..........
PO-19 - Stand-Alone Test Environment (SATE) Accuracy.............................................. 25
ORDERING AND PROVISION ING ........... ...... .......... .........
................ ........ .......:.................
OP-2 - Calls Answered within Twenty Seconds -Interconnect Provisioning Center .......
OP-3 - Installation Commitments Met....................... ........ ............................... ................
OP-4 - Installation Interval.
................ ........ ................ ........ ................. ....................... .......
OP-5 - New Service Quality..................................... ................. ........
........................ .......
OP-6 - Delayed Days ................ ................ ........
......................... ....... ........ .......................
OP-7 - Coordinated "Hot Cut" Interval- Unbundled Loop................................................ 43
OP-8 - Number Portability Timeliness ................ ........ ......................... ...... ................. ......
OP-13 - Coordinated Cuts On Time - Unbundled Loop................. ......... .......... ......... ...... 45
OP-15 -Interval for Pending Orders Delayed Past Due Date ..........................................47
OP-17 - Timeliness of Disconnects associated with LNP Orders..................................... 50
MAl NTENANCE AN D REPAIR .................. .................... ........
....................................... ......
MR-2 - Calls Answered within 20 Seconds - Interconnect Repair Center ....................... 52
MR-3 - Out of Service Cleared within 24 Hours ...............................................................
MR-4 - All Troubles Cleared within 48 hours....... ................ ................ ................. ............ 55
MR-5 - All Troubles Cleared within 4 hours...................................................................... 57
M R-6 - Mean Time to Restore...... ....... ................. ....... .......... .."... ......... ....... ........ ............ 59
MR-7 - Repair Repeat Report Rate............................. ................................. ....... .............
MR-8 - Trouble Rate ........................................................................................................
MR-9 - Repair Appointments Met. ...... ........................... ................. ............ ...................... 68
MR-10 - Customer and Non-Qwest Related Trouble Reports.......................................... 69
MR-11 - LNP Trouble Reports Cleared within 24 Hours ..................................................
BilliNG ..............................................................................................................................
BI-1 - Time to Provide Recorded Usage Records ............................................................ 73
81-2 - Invoices Delivered within 10 Days........ ................................ ........
....... ........ ...........
Qwest Idaho SGAT Third Revised , Fourth Amended Exhibit B May 5. 2004 Page ii
Table of Contents (~ontinued)
BI-3 - Billing Accuracy - Adjustments for Errors .............................................................. 75
BI-4 - Billing Completeness ................. .............................................. ...........oO'" "'oO... .......
DATABASE U PDA TES
........ .......... ..... .... ..... ....... .......... ........
................ ....................... ....... 77
DB-1 - Time to Update Databases ...................................................................................
DB-2 - Accurate Database Updates................................... ....""""oO" ........................ ......
DIRECTORY ASSISTANCE
................................................................................................
DA-1 - Speed of Answer - Directory Assistance................. ............... ......oO ........ ......... oO'"
OPERATOR SERVICES
.....................................................................................................
OS-1 - Speed of Answer - Operator Services
...... ....... ........ ........ ..... ................... ....... .....
NETWORK PERFORMANCE
.............................................................................................
NI-1 - Trunk Blocking ....................................................................................................... 82
NP-1 - NXX Code Activation......................... ........ ........ ........ ..........oO........... .................... 84
COLLOCATION
..................................................................................................................
CP-1 - Collocation Completion Interval............................................................................ 86
CP-2 - Collocations Completed within Scheduled Intervals ............................................. 89
CP-3 - Collocation Feasibility Study Interval.................................................................... 92
CP-4 - Collocation Feasibility Study Commitments Met""oO.............................................
DEFINITION OF TERMS
............ ....... ...... ........... ........ ....... ................ ...... .......... .... ..............
GLOSSARY OF ACRONYMS
.............................................................................................
Qwest Idaho SGAT Third Revised, Fourth Amended Exhibit B May 5, 2004 Page iii
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 they are actually 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.qwestcom/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 (i.e., 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-1 D 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
Qwest Idaho SGAT Third Revised, Fourth Amended Exhibit B May 5, 2004 Page 1
GA-2 - Gateway Availability - IMA-EDI
Purpose:
Evaluates the quality of GLEG access to the IMA-EDI electronic gateway, focusing on the extent the
gateway is actually available to GLEGs.
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 Ali 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 GLEGs 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 (i., IMA-EDI), affecting Owest's ability to serve its customers. An outage is
determined by Owest 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: GLEG Disaggregation Reporting: Region-wide level.
am:JreQate results (See GA-1D for reportinQ of SIA svstem availability.
Formula:
((Number of Hours and Minutes Gateway is Available to GLEGs 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
Owest Idaho SGAT Third Revised, Fourth Amended Exhibit B May 5 2004 Page 2
GA-3 - Gateway Availability - EB-T A
Purpose:
Evaluates the quality of GLEG access to the EB-TA interface, focusing on the extent the gateway is
actually available to GLEGs.
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 GLEGs 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 (i., EB-TA), affecting Owest's ability to serve its customers. An outage is determined
by Owest technicians through the use of verifiable data , collected from the affected customer(s)
and/or from mechanized event manaQement systems.
Reporting Period: One month Unit of Measure: Percent
Reporting Comparisons: GLEG aggregate results Disaggregation Reporting: Region-wide level.
Formula:
((Number of Hours and Minutes Gateway is Available to GLEGs 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
Owest Idaho SGAT Third Revised, Fourth Amended Exhibit B May 5,2004 Page 3
GA-4 - System Availability - EXACT
Purpose:
Evaluates the quality of CLEC batch access to the EXACT electronic access service request system
focusinq on the extent the system is actually 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.Qwestcomiwholesale/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 (i., EXACT), affecting Qwest's ability to serve its customers. An outage is
determined by Owest 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 EXACT is Available to CLECs During Reporting Period) -7- (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
Owest Idaho SGAT Third Revised , Fourth Amended Exhibit B May 5, 2004 Page 4
GA-6 - Gateway Availability - GUI -- Repair
Purpose:
Evaluates the quality of GLEG access to the GUI Repair electronic gateway, focusing on the extent the
gateway is actually available to GLEGs.
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://W'NW.qwestcom/wholesale/cmp/ossHours.html.
Time Gateway is Available to GLEGs 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 (i.e., 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: GLEG Disaggregation Reporting: Region-wide level.
aQQreQate results
Formula:
(Number of Hours and Minutes Gateway is Available to GLEGs During Reporting Period -i- 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
Qwest Idaho SGAT Third Revised, Fourth Amended Exhibit B May 5, 2004 Page 5
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 GLEe-affecting software releases involving the specified gateways
or systems.
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 Owest monitoring group
or reporting by a GLEe/co-provider.
Includes software releases associated with the following OSS interfaces in Owest: IMA-GUI, IMA-
EDI, and CEMR, Exchan~e Access, Control, & Tracking (EXACT)NOTE 2, Electronic Bonding- Trouble
Administration (EB -TA) OTE 3
An outage for this measurement is a critical or serious loss of functionality, attributable to the
specified gateway or component, affecting Owest's ability to serve its customers or data loss NOTE 4 on
the Owest side of the interface. An outage is determined by Owest 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 Owest's
monitoring group detects a failure, or at the date/time of the first transaction sent to Owest that cannot
be processed (Le. 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 Owest 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
Owest 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 10
or trouble ticket number).
Owest Idaho SGA T Third Revised, Fourth Amended Exhibit B May 5. 2004 Page 6
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 ass are accessed through the specified gateway
interface.
Description:
PO-1A & PO-1 B:
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 a
statistically-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-1 C:
. Measures the percentage of all IRTM Queries measured by PO-1A & 1 B transmitted in the reporting
period 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 the
receipt of an error message associated with a "rejected query." A rejected query is a transaction that
cannot be successfully processed due to the provision of incomplete or invalid information by the sender
which results in an error messaqe back to the sender. NOTE 1
Reporting Period: One month Unit of Measure:
PO-, PO-, & PO-1D: Seconds
PO-1 C: Percent
Qwest Idaho SGAT Third Revised, Fourth Amended Exhibit B May 5, 2004 Page 7
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-18 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. Resale of Qwest DSL Qualification
9. Connecting Facility Assignment NOTE 4
10. Meet Point Inquiry NOTES
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 8 (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-GUI2. Rejected Response Times for IMA-EDI
Formula:
PO-1A & PO-1 B = L:((Query Response Date & Time) - (Query Submission Date & Time)) -;- (Number
Queries Submitted in Reporting Period)
PO-1 C ((Number of IRTM Queries measured by PO-1 A & 18 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-18:
Rejected requests/errors, and timed out transactions
PO-1C:
Rejected requests and errors
po-
Timed out transactions
Qwest Idaho SGA T Third Revised, Fourth Amended Exhibit B May 5, 2004 Page 8
PO-1 - Pre-Order/Order Response Times (continued)
Product Reporting: None Standards:
Total Response Time:
1. Appointment Scheduling2. Service Availability
Information3. Facility Availability4. Street Address Validation
5. Customer Service Records
6. Telephone Number
7. Loop Qualification ToolsNOTE 3
8. Resale of Qwest DSL
Qualification
9. Connecting Facility
Assignment
10. Meet Point Inquiry
PO-1C-
PO-1C-
PO-1D-1 & 2
Availability:
Available
IMA-GUI
0:::10 seconds
0:::25 seconds
0:::25 seconds
0:::10 seconds
0:::12.5 seconds
0:::10 seconds
::; 20 seconds
::; 20 seconds
::; 25 seconds
::; 30 seconds
IMA-EDI
0:::10 seconds
0:::25 seconds
0:::25 seconds
0:::10 seconds
0:::12.5 seconds
0:::10 seconds
::; 20 seconds
::; 20 seconds
::; 25 seconds
::; 30 seconds
Diagnostic
Notes:1. Rejected query types used in PO-1D 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.
Qwest Idaho SGAT Third Revised, Fourth Amended Exhibit B May 5, 2004 Page 9
PO-2 - Electronic Flow-through
Purpose:
Monitors the extent Owest'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 rocessor without human intervention or without manual ret in.
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-28 - 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 durin the re ortin eriod, sub'ect to exclusions s ecified below.
Reporting Period: One month Unit of Measure: Percent
Reporting Comparisons: CLEC
aggregate, individual CLEC
Disaggregation Reporting: Statewide level (per multi-
state system serving the state).
Results for PO-2A and PO-28 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) 7 (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) 7 (Number of flow-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 startlsto dates/times.
Owest Idaho SGAT Third Revised , Fourth Amended Exhibit B May 5, 2004 Page 10
PO-2 - Electronic Flow-through (continued)
Product Reporting:Standards:
Resale PO-2A:
Unbundled Loops (with or CO: CO PO-2B benchmarks minus 10 percent NOTE 2
without Local Number All Other States: Diagnostic
Portability)
PO-: NOTE 2Local Number Portability
UNE-P (POTS)
Line Sharing Resale:95%
Unbundled Loops:85%
LNP:95%
UNE-95%
Line Sharing:Diagnostic NUIt:~
Availability:Notes:
Available (except as The list of LSR types classified as eligible for flow through is contained in
follows):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.
In Colorado the standard for PO-2 is considered met if the standard for
Line Sharing -either PO-2A or PO-2B is met. For both Pq-2A and PO-, the
beginning with Jul 04 benchmark percentages shown apply to the aggregations of PO-2A-1 and
data on the Aug 04 PO-2A-2 (Le., the combined PO-2A result) and of PO-2B-1 and PO-2B-
report (Le., the combined PO-2B result).
The standard and future disaggregated reporting of the Line Sharing
product is TBD, pending resolution of TRO issues.
Qwest Idaho SGAT Third Revised, Fourth Amended Exhibit B May 5,2004 Page 11
PO-3 - LSR Rejection Notice Interval
Purpos~:
Monitors the timeliness with which Owest notifies CLECs -that electronic and manual LSRs were
rejected.
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
Owest territory, service-affecting order pending, request is outside established parameters for
service, and lack of CLEC response to Owest question for clarification about the LSR.
Included in the interval is time required for efforts by Owest 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 following website: http://www.qwestcom/wholesale/cmo/ossHours.html.
Reporting Period: One month Unit of Measure:
PO-3A-, PO-3B-1 & PO-3C - Hrs: Mins.
PO-3A-2 & PO-3B-2 - Mins: Sees.
Disaggregation Reporting:
Results for this indicator are reported according to the gateway interface
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-3C, LSRs received via facsimile: Statewide
Reporting Comparisons:
CLEC aggregate and
individual CLEC results
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 starUstop dates/times.
Product Reporting: Not applicable (reported by
ordering interface).
Standards:
. PO-3A-1 and -38-1: s; 12 business hours
. PO-3A -2 and -3B -2: s; 18 seconds
. PO-3C: s; 24 work week clock
hours
Availability:Notes:
Available
Owest Idaho SGAT Third Revised, Fourth Amended Exhibit B May 5, 2004 Page 12
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 might be raised by the indicator of LSR rejection 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
Owest territory; service-affecting order pending; request is outside established parameters for
service; and lack of CLEC response to Owest c 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) of- (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
orderinq interface).
Availability:Notes:
Available
Owest Idaho SGAT Third Revised, Fourth Amended Exhibit B May 5, 2004 Page 13
PO.5 - Firm Order Confirmations (FOCs) On Time
Purpose:
Monitors the timeliness with which Owest 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., EOI 997 transactions are
not included.
. For PO-5A, the interval measured is the period between the LSR received date/time (based on
scheduled up time) and Owest's response with a FOC notification (notification date and time).
. For PO-5B, 5C, and 50, the interval measured is the period between the a lication date and time,
as defined herein, and Owest's response with a FOC notification (notification date and time).
. "
Fully electronic" LSRs are those (1) that are received via IMA-GUI or IMA-EOI, (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-EOI 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
I Unit of Measure: PercentReporting 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-EOI
. PO-5B:FOCs provided for electronic/manual LSRs received via:
- PO-5B-1 IMA-GUI
- PO-5B-2 IMA-EOI
. PO-5C:FOCs provided for manual LSRs received via Facsimile.
. PO-50: 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-SA = nCount of LSRs for which the original FOC's "(FOC Notification Date & Time) - (LSR received
date/time (based on scheduled up time))" is within 20 minutesl~ (Total Number of original
FOC Notifications transmitted for the service category in the reporting periodn x 100
PO-, 5C, & 50 = nCount 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
reporting periodH x 100
Owest Idaho SGA T Third Revised, Fourth Amended Exhibit B May 5, 2004 Page 14
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 ects.
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-50 exclusion:
Records with invalid a lication or confirmation dates.
Product Reporting: Standards:
For PO-5A (all):
For PO-5B (all):For PO-
, -
5B and
5C:
(a) Resale services
UNE-P (POTS)
and UNE-P Centrex
(b) Unbundled Loops
and specified
Unbundled Network
Elements.
(c) LNP
For PO-50: LIS
Trunks.
For PO-5C (manual):
95% within 20 minutes
90% within standard FOC intervals
(specified below)
90% within standard FOC intervals
s ecified below PLUS 24 hours NOTE
85% within ei ht business da s
Standard FOC Intervals for PO-5B and PO-
Product Group
NOTE 1
Resale
Residence and Business POTS
ISDN-Basic
Conversion As Is
Adding/Changing features
Add primary directory listing to established loop
Add call appearance
Centrex Non-Design
with no Common Block Configuration
Centrex line feature chan es/adds/removals all
LNP 24 lines
Unbundled Loops 24 loops
2/4 Wire analog
DS3 Ca able
Sub-loop
included in Product Re ortin
Line Sharing/Line Splitting 24 shared
included in Product Re ortin rou b 100 s
Unbundled Network Element-Platform (UNE-P POTS)
1 - 39 lines
Foe Interval
39 lines
10 lines
24 hours
19 lines
24 sub-loops
Qwest Idaho SGA T Third Revised, Fourth Amended Exhibit B May 5, 2004 Page 15
PO-5 - Firm Order Confirmations (FOCs) On Time (continued)
Resale
ISDN-Basic 10 lines
Conversion As Specified
New Installs 48 hours
Address Changes
Change to add Loop
ISDN-PRI (Facility)
PBX 24 trunks
DSO or Voice Grade Equivalent
DS1 Facility
DS3 Facility
LNP 25-49 lines
Enhanced Extended Loops (EELs)
(included in Product Reporting group (b))
DS1 24 circuits
Resale
Centrex (including Centrex 21 , Non-design
Centrex 21 Basic ISDN, Centrex-Plus
Centron , Centrex Primes)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 72 hours
Uniform Call Distribution
Additional numbers
UNE-P Centrex 10 lines
UNE-P Centrex 21 10 lines
Unbundled Loops with Facility Check(NOTE2,3) 1 - 24 loops
2/4 wire Non-loaded
ADSL compatible
ISDN capable
XDSL-I capable
DS1 capable
Resale
ISDN-PRI (Trunks)12 trunks 96 hours
For PO-5D:8 business
LIS Trunks 240 trunk circuits days
Availability:Notes:
Available LSRs with quantities above the highest number specified for
each product type are considered ICB.
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.
Unbundled Loop with Facility Check will not add an additional
24 hours to the 72-hour interval if the LSR is submitted
manually.
Qwest Idaho SGAT Third Revised, Fourth Amended Exhibit B May 5, 2004 Page 16
PO-6 - Work Completion Notification Timeliness
Purpose:
To evaluate the timeliness of Owest issuing electronic notification at an LSR level to GLEGs that
provisioning work on all service orders that comprise the GLEG LSR have been completed in the
Service Order Processor and the service is available to the customer.
Description:
PO-6A & 68:
Includes all orders completed in the Owest 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 GLEG 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 GLEG 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
GLEG 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
following website: httD:/lwww.awestcom/wholesale/cmp/ossHours.html.
Reporting Period:
I Unit of Measure:One month PO-6A - 68: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 generated 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 generated from LSRs received via IMA-EDI:
PO-68 = L((Date and Time Completion Notification transmitted to GLEC) - (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 & 68:
Records with invalid completion dates.
LSRs submitted manually (e., via facsimile).
ASRs submitted via EXACT.
Product Reporting:Standard:
PO - 6A & 68 Aggregate reporting for all products ordered through 6 hours
IMA-GUI and, separatelv, IMA-EDI (see disaggregation reporting).
Availability:Notes:
Available The time a notice is "made available" via the IMA-GUI is the time Owest 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.
Owest Idaho SGAT Third Revised, Fourth Amended Exhibit B May 5,2004 Page 17
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 osted in the billin s stem for Owest retail within five business da s.
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 Owest 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 Owest 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 Owest 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 Unit of Measure: Percent
Reporting Comparisons:
PO-7A and -7B: CLEC
aggregate and individual CLEC
results.
PO-7C: Owest retail results.
Formula:
For wholesale service orders Owest enerates for LSRs received via IMA:
PO-7 A = (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)
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 Owest Retail
PO-7B =
For service orders Owest enerates for retail customers 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
osted in the CRIS billin s stem in the re ortin eriod
Owest Idaho SGAT Third Revised, Fourth Amended Exhibit B May 5, 2004 Page 18
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
Qwest Idaho SGAT Third Revised , Fourth Amended Exhibit B May 5,2004 Page 19
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 reporting period that received jeopardy notifications.
Reporting Period: One month Unit of Measure: Average Business days NU I t;
Reporting Comparisons: CLEC Disaggregation Reporting: Statewide level.
aggregate, individual CLEC and Owest (This measure is reported by jeopardy notification process
Retail results as used for the categories shown under Product
Reporting.
Formula:
(:E(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 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 B Parity with Retail POTS
Number Portability)
LIS Trunks C Parity with Feature Group 0 (FGD) services
UNE-P (POTS)Parity with Retail POTS
Availability:Notes:
Available 1. For PO-8A and -0, 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.
Owest Idaho SGAT Third Revised, Fourth Amended Exhibit B May 5,2004 Page 20
PO.9 - Timely Jeopardy Notices
Purpose:
When original due dates are missed, measures the extent to which Owest notifies customers in
advance of jeopardized 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
Owest 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
activity
Missed due date orders with jeopardy notifications provided on or after the original due date is
past will be counted in the denominator of the formula but will not be counted in the numerator.
Reporting Period: One month
I Unit of Measure: Percent
Reporting Comparisons: CLEC Disaggregation Reporting: Statewide level.
aggregate, individual CLEC and (This measure is reported by jeopardy notification process as
Owest Retail results used for the cateQories shown under Product ReportinQ.
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
Owest Idaho SGA T Third Revised, Fourth Amended Exhibit B May 5, 2004 Page 21
PO-15 - Number of Due Date Changes per Order
Purpose:
To evaluate the extent to which Qwest chanaes 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
I Unit of Measure: Average Number of
Due Date Changes
Reporting Comparisons:Disaggregation Reporting: Statewide level.
GLEC aggregate, individual CLEC, and Qwest
retail results.
Formula:
L(Count of Qwest due date changes on all orders) 7 (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:Standard:
None Diagnostic
Availability:Notes:
Available
Qwest Idaho SGA T Third Revised, Fourth Amended Exhibit B May 5, 2004 Page 22
PO-16- Timely Release Notifications
Purpose:
Measures the percent of release notifications for changes to specified ass interfaces sent by Owest to
CLECs within the intervals and scope specified within the change management plan found on Owest's
ChanQe ManaQement Process, (CMP) website at http://www.qwestcom/whoiesale/cmp/whatiscmp.htmi.
Description:
. Measures the percent of release notices that are sent by Owest within the intervals/timeframes
prescribed by the release notification procedure on Owest'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
- ass 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 ass interfaces (for introduction notices only.) NOTE 6
- Also included are notifications for connectivity or system function changes to Resale Product
Database.
Includes ass interface release notifications by Owest 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 Owest to CLECs for the following ass
functions: Pre-Ordering, Ordering, Provisioning, Repair and Maintenance, and Billing.
Includes Types of Changes as specified in the "Owest 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 Owest 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) 7 Total
number of required release notifications for specified ass interface changes within reporting period)jx100
Exclusions:
Changes to be implemented on an expedited basis (exception to OSS notification intervals) as
mutually agreed upon by CLECs and Owest through the CMP.
ChanQes where Owest and CLECs aQree , throuQh the CMP , that notification is unnecessary.
Owest Idaho SGAT Third Revised , Fourth Amended Exhibit B May 5, 2004 Page 23
PO-16 Timely Release Notifications (continued)
Product Reporting:None Standards:
Vol. 1-10: No more than one
untimely notification
Vol. ;:. 10: 92.5% timely notifications
Availability:
Available
Notes:
1. The Owest 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 ass
Interfaces" of the "Owest 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 Owest 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 "0 - Introduction of New ass Interface" of
the "Owest 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 aSS" 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 pro.
7. The intervals used to determine timeliness are based on CMP guidelines.
Owest Idaho SGAT Third Revised, Fourth Amended Exhibit B May 5, 2004 Page 24
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
EDI 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 rest scenario published in the IMA EDI Data Document for
the Stand Alone Test Environment (SATE).
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 Alone 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 IMA EDI Data Document for the
Stand Alone Test Environment (SATE) 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
Qwest Idaho SGA T Third Revised, Fourth Amended Exhibit B
Unit of Measure:Percent
May 5, 2004 Page 25
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 ED! 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
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 (Le., 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
production IMA and SATE caused by SATE releases packaged 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 Owest'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, Owest will run a query
against IMA to determine which combinations
meet the criteria for inclusion (Le., volumes
::-
100).
Availability:
Available
Owest Idaho SGAT Third Revised, Fourth Amended Exhibit B May 5, 2004 Page 26
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.
Qwest Idaho SGAT Third Revised, Fourth Amended Exhibit B May 5, 2004 Page 27
Ordering and Provisioning
OP-2 - Calls Answered within Twenty Seconds -Interconnect Provisioning Center
Purpose:
Evaluates the timeliness of CLEC access to Owest's interconnection provisioning center(s) and retail
customer access to the Business Office, focusinq 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 up by the Owest agent.
Reporting Period: One month Unit of Measure: Percent
Reporting Comparisons: CLEC aggregate and Disaggregation Reporting: Region-wide level.
Owest 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
Owest Idaho SGAT Third Revised , Fourth Amended Exhibit B May 5, 2004 Page 28
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 oriqinal due date and (b) prior to a Qwest-initiated , changed due date, if any.
Reporting Period: One month
I Unit of Measure: PercentReporting 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; andresults OP-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.
Qwest Idaho SGAT Third Revised, Fourth Amended Exhibit B May 5, 2004 Page 29
OP - 3 Installation Commitments Met (continued)
Product Reporting:Standards:
MSA-Tvee Disaaareaation -
Resale
Residential sinqle line service Parity with retail service
Business sinqle line service Parity with retail service
Centrex Parity with retail service
Centrex 21 Parity with retail service
DSO (non-desiqned provisioninq)Parity with retail service
PBX Trunks (non-desiqned provisioninq)Parity with retail service
Primary ISDN (non-designed provisioning)Parity with retail service
Basic ISDN (non-desianed provisioning)Parity with retail service
Owest DSL (non-desiqned provisioning)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 Splitting 95%
Line Sharing 95%
Sub-Loop Unbundling co: 90%
All Other States: Diagnostic
Zone-Tyee Disaaareaation -
Resale
Primary ISDN (desianed provisioning)Parity with retail service
Basic ISDN (desianed provisioning)Parity with retail service
DSO (desiqned provisioninq)Parity with retail service
DS1 Parity with retail service
PBX Trunks (desianed provisioning)Parity with retail service
Owest DSL (desianed provisioning)Parity with retail service
DS3 and higher bit-rate services Parity with retail service
(aqqreqate)
Frame Relay Parity with retail service
LIS Trunks Parity with Feature Group 0 (aggregate)
Unbundled Dedicated Interoffice Transport (UDIT)
UDIT - DS1 level Parity with retail DS1 Private Line
UDIT - Above DS1 level Parity with retail Private Lines above DS1 level
Dark Fiber - IOF Diaqnostic
Unbundled Loops:
Analog Loop 90%
Non-loaded Loop (2-wire)90%
Non-loaded Loop (4-wire)Parity with retail OS 1 Private Line
DS1-capable Loop Parity with retail DS1 Private Line
ISDN-capable Loop Parity with retail ISDN BRI
ADSL-aualified Loop 90%
Loop types of DS3 and higher bit-rates Parity with retail DS3 and higher bit-rate Private
(aaareaate)Line services (aqqregate)
Dark Fiber - Loop Diagnostic
Loops with Conditioning 90%
E911/911 Trunks Parity with retail E911/911 Trunks
Enhanced Extended Loops (EELs) - (DSO WA: 90%
level)All Other States: Diagnostic
Owest Idaho SGAT Third Revised, Fourth Amended Exhibit B May 5,2004 Page 30
OP - 3 Installation Commitments Met (continued)
Enhanced Extended Loops (EELs) - (081 90%
level)
Enhanced Extended Loops (EELs) - (D83 WA: 90%
level)All Other States: Diagnostic
Availability:Notes:
Available
Qwest Idaho 8GAT Third Revised, Fourth Amended Exhibit B May 5,2004 Page 31
OP-4 - Installation Interval
Purpose:
Evaluates the timeliness of Owest'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
Owest 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 Owest changes a due date for Owest
reasons, the Applicable Due Date is the customer-initiated due date, if any, that is (a6 subsequent
to the original due date and (b) prior to a Owest-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
Owest-initiated due date, if any, followin~ the Applicable Due Date, from the subsequent
customer-initiated due date, if any. NOTE
Reporting Period: One month
I Unit of Measure: Average Business DaysReporting Disaggregation Reporting: Statewide level.
Comparisons: . Results for product/services listed in Product Reporting under MSA TypeCLEC Disaggregation" will be reported according to orders involving:
aggregate, OP-4A Dispatches within MSAs;individual CLEC OP-4B Dispatches outside MSAs; andand Owest 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:
~((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 inyalid product codes.
Records missinq data essential to the calculation of the measurement per the PID.
Owest Idaho SGAT Third Revised, Fourth Amended Exhibit B May 5, 2004 Page 32
OP-4 -Installation Interval (continued)
Product Reporting:Standards:
MSA-Tvne Disaaareaation -
Resale
Residential single line service Parity with retail service
Business sinqle line service Parity with retail service
Centrex Parity with retail service
Centrex 21 Parity with retail service
DSO (non-designed provisioning)Parity with retail service
PBX Trunks (non-designed provisioninQ)Parity with retail service
Primary ISDN (non-designed Parity with retail service
provisioninq
Basic ISDN non-desiQned provisioning)Parity with retail service
Owest DSL non-designed provisioning)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 Splitting 3 days
Line SharinQ 3 days
Sub-Loop Unbundling CO: 6 days
All Other States: Diagnostic
Zone-TvDe Disaaareaation -
Resale
Primary ISDN (designed provisioning)Parity with retail service
Basic ISDN(designed provisioning)Parity with retail service
DSO (designed provisioning)Parity with retail service
DS1 Parity with retail service
PBX Trunks (designed provisioning)Parity with retail service
Owest DSL designed provisioning)Parity with retail service
DS3 and higher bit-rate services Parity with retail service
(aggregate)
Frame Relay Parity with retail service
LIS Trunks Parity with Feature Group D (aggregate)
Unbundled Dedicated Interoffice Transport (UDIT)
UDIT - DS1 level Parity with DS1 Private Line Service
UDIT - Above DS11evei Parity with Private Lines above DS1 level
Dark Fiber - IOF Diagnostic
Unbundled Loops:
Analog Loop 6 days
Non-loaded Loop (2-wire)6 days
Non-loaded Loop (4-wire)Parity with retail DS 1 Private Line
DS 1-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: 5.5 days
ISDN-capable Loop Parity with retail ISDN BRI
ADSL-qualified Loop 6 days
Loop types of DS3 and higher bit-rates Parity with retail DS3 and higher bit-rate services
(aggregate)(aggregate)
Dark Fiber - Loop Diagnostic
Loops with Conditioning 15 days
Owest Idaho SGAT Third Revised , Fourth Amended Exhibit B May 5, 2004 Page 33
OP-4 -Installation Interval (continued)
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-, 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-
, -
, 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 (i.e., 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.
Qwest Idaho SGAT Third Revised, Fourth Amended Exhibit B May 5, 2004 Page 34
OP-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 GLEG/customer-initiated trouble reports during
the provisioning process and within 30 calendar days following installation completion , and focusing on the
quality of Owest's resolution of such conditions with respect to multiple reports.
Description:
Measures two components of new service provisioning quality (OP-5A and -58) 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 GLEG/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 Ghange (G-type) orders for
additional lines/circuits, subject to exclusions shown below. Ghan~e order types considered in these
measurements consist of all G orders representing inward activity. OTE 1
Orders for new service installations include conversions (Retail to GLEG, GLEG to GLEG , and same
GLEG 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 Quality Reported to Repair
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 GLEG/customer notifications to Owest of out-of-service and
other service affecting conditions for which Owest 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, NOTE 4 subject to exclusions shown below. NOTE 5
Owest is able to open repair tickets for repair trouble reports received from GLEGs/customers once
the service order is completed in Owest's systems.
OP-New Service ProvisioninQ Quality
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 GLEG notifications to Owest of out of service or other
service affecting conditions that are attributable to provisioning activities , including but not limited to
LSRlservice 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.
Gall center tickets closed to Network reasons will not be counted in OP-58 when a repair trouble
report for that order is captured in OP-5A. NOTE 5, 6
OP-5T: New Service Installation Quality 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 Quality Multiple Report Rate
Evaluates the quality of Owest'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-, the percentage of
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-58 that are additional repair or provisioning trouble reports received by Owest for the same
service order during the provisioning process or within 30 calendar days following installation
Owest Idaho SGA T Third Revised, Fourth Amended Exhibit 8 May 5, 2004 Page 35
op. 5 - New Service Quality (continued)
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 (I.e., results first appear
in reports one month later than results for measurements that are not
reported in arrears), in order to cover the 30-day period following installation.
Reporting Comparisons: CLEC aggregate Disaggregation Reporting: Statewide level
individual CLEC and Owest Retail results
Formulas:
OP-5A = (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-5B = (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-5T = ((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-5R = (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-Owest 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-Owest (includes CPE, Customer Instruction, Carrier, Alternate Provider); and
Reports from other than the GLEe/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-Owest.
Repair reports coded to disposition codes for referral to another department (I.e., 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-Owest causes.
Call center tickets relating to activities that occur as part of the normal process of conversion (i.e., while
Owest 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 reporting period with App Dates earlier than eight months prior to the
Owest Idaho SGAT Third Revised, Fourth Amended Exhibit B May 5, 2004 Page 36
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:
percentage result reported for OP-5B:
each bulleted category under
the sub-measurements shown.
Parity with retail service
Diagnostic for six months following first reporting. After
six months Benchmark (TBD)
OP-5T: Diagnostic
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 reporting categor .
Qwest Idaho SGA T Third Revised , Fourth Amended Exhibit B May 5, 2004 Page 37
op. 5 - New Service Quality (continued)
Product Reporting:I Standards:
Reported under OP-5A. OP-5B. OP-5T and OP-5R:
(Product categories may be combined as agreed upon by the parties in Long-Term PID Administration.
OP-OP-OP-5T &
OP-
Resale
Residential single line Parity with retail service 6 mo. Diagnostic; Benchmark TBD Diagnostic
service
Business single line Parity with retail service 6 mo. Diagnostic; Benchmark TBD Diagnostic
service
Centrex Parity with retail service 6 mo. Diagnostic; Benchmark TBD Diagnostic
Centrex 21 Parity with retail service 6 mo. Diagnostic; Benchmark TBD Diagnostic
PBX Trunks Parity with retail service 6 mo. Diagnostic; Benchmark TBD Diagnostic
Basic ISDN Parity with retail service 6 mo. DiaQnostic; Benchmark TBD DiaQnostic
Owest DSL Parity with retail service 6 mo. Diagnostic; Benchmark TBD Diagnostic
Primary ISDN Parity with retail service 6 mo. Diagnostic; Benchmark TBD Diagnostic
DSO Parity with retail service 6 mo. DiaQnostic; Benchmark TBD DiaQnostic
DS1 Parity with retail service 6 mo. Diagnostic; Benchmark TBD Diagnostic
DS3 and higher bit-Parity with retail service 6 mo. Diagnostic; Benchmark TBD Diagnostic
rate services
(aggregate)
Frame Relay Parity with retail service 6 mo. Diagnostic; Benchmark TBD Diagnostic
Unbundled Network Parity with like retail 6 mo. Diagnostic; Benchmark TBD Diagnostic
Element - Platform service
(UNE-P) (POTS)
Unbundled Network Parity with retail Centrex 6 mo. Diagnostic; Benchmark TBD Diagnostic
Element - Platform
(UNE-P) (Centrex 21 )
Unbundled Network Parity with retail Centrex 6 mo. Diagnostic; Benchmark TBD Diagnostic
Element - Platform
(UNE-P) (Centrex)
Line Splitting Diagnostic DiaQnostic Diagnostic
Line Sharing Parity with retail RES &6 mo. Diagnostic; Benchmark TBD Diagnostic
BUS POTS
Sub-Loop Unbundling Diagnostic Diagnostic Diagnostic
Unbundled Loops:
Analog Loop Parity with retail Res &6 mo. Diagnostic; Benchmark TBD Diagnostic
Bus POTS with dispatch
Non-loaded Loop (2-Parity with retail ISDN 6 mo. Diagnostic; Benchmark TBD Diagnostic
wire)BRI
Non-loaded Loop (4-Parity with retail OS 1 6 mo. Diagnostic; Benchmark TBD Diagnostic
wire)
DS1-capable Loop Parity with retail OS 1 6 mo. Diagnostic; Benchmark TBD Diagnostic
ISDN-capable Loop Parity with retail ISDN 6 mo. Diagnostic; Benchmark TBD Diagnostic
BRI
ADSL-qualified Loop Parity with retail Owest 6 mo. Diagnostic; Benchmark TBD Diagnostic
DSL with dispatch
Loop types of DS3 and Parity with retail DS3 6 mo. Diagnostic; Benchmark TBD Diagnostic
higher bit-rates and higher bit-rate
(aggregate)services (aQQregate)
Dark Fiber - Loop Diagnostic Diagnostic Diagnostic
Owest Idaho SGA T Third Revised, Fourth Amended Exhibit B May 5, 2004 Page 38
OP- 5 - New Service Quality (continued)
Enhanced Extended Loops Diagnostic until volume Diagnostic until volume criteria are Diagnostic
(EELs) - (DSO level)criteria are met met
Enhanced Extended Loops Parity with retail DS1 6 mo. Diagnostic; Benchmark Diagnostic
(EELs) - (DS1 level)Private Line TBD
Enhanced Extended Loops Diagnostic until volume Diagnostic until volume criteria are Diagnostic
(EELs) - (above DS1 criteria are met met
level)
ReDorted under OP-5A and under OP-5R leer OP-5A sDecifications):
OP-OP-
LIS Trunks Parity with Feature Diagnostic
Group D (aggregate)
Unbundled Dedicated Interoffice Transport (UDIT)
UDIT (DS1 Level)Parity with Retail Private Diagnostic
Lines (DS1)
UDIT (Above DS1 Level)Parity with Retail Private Diagnostic
Lines (Above DS1 level)
Dark Fiber - IOF Diagnostic Diagnostic
E911/911 Trunks Parity with Retail Diagnostic
E911/911 Trunks
Availability:Notes:
The specified Change order types representing inward activity exclude Change
Available orders that do not involve installation of lines (in both wholesale and retail results).
Specifically this measurement does not include changes to existing lines, such as
number changes and PIC changes.
Including consideration of repeat repair trouble reports (I.e., additional reports of
trouble related to the same newly-installed line/circuit that are received after the
preceding repair report is closed and within 30 days following installation
completion) to complete the determination of whether the newly-installed line/circuit
was trouble free within 30 days of installation.
Qwest's repair management and tracking systems consist of WFA (Work Force
Administration), MTAS (Maintenance Tracking and Administration System), and
successor repair systems, if any, as applicable to obtain the repair report data for
this measurement. Not included are Call Center Database systems supporting call
centers in logging calls from customers regarding problems or other inquiries (see
OP-5B and OP-5T).
The "following month" includes also the period of a few business da s (typically four
or five) afterward, up to the time when Qwest pulls the repair data to begin
processing results for this measurement.
Includes repair and provisioning trouble reports generated by new processes that
supersede or supplement existing processes for submitting repair and provisioning
trouble reports as specified in Qwest's documented or agreed upon procedures.
For purposes of calculating OP-, a call center ticket for multiple orders with
provisioning trouble reports will result in all orders reporting trouble counting as a
miss in OP-5B. If a repair trouble report(s) is received for the same orders, the
number of orders counted as a miss in OP-5B for Network reasons will be reduced
by the number of orders with repair troubles counted as a miss in OP-5A.
OP-5R will be counted on a per ticket basis.
Qwest Idaho SGAT Third Revised, Fourth Amended Exhibit B May 5, 2004 Page 39
OP-6 - Delayed Days
Purpose:
Evaluates the extent Qwest is late in installing services for customers, focusing on the average number of
days that late orders are completed beyond the committed due date.
Description:
OP-6A - Measures the average number of business da s NOTE 1 that service is delayed beyond the
Applicable Due Date for non-facility reasons attributed to Qwest.
Includes all inward orders (Change, New, and Transfer order types) that are
completed/closed during the reporting period , later, due to non-facility reasons, than the
Applicable Due Date recorded by Qwest, subject to exclusions specified below.
OP-6B - Measures the average number of business days NOTE 1 that service is delayed beyond the
Applicable Due Date for facility reasons attributed to Qwest.
Includes all inward orders (Change, New, and Transfer order types) that are
completed/closed during the reporting period later due to facility reasons than the original
due date recorded by Qwest, subject to exclusions specified below.
For both OP-6A and OP-6B:
. Change order types for additional lines consist of "C" orders representing inward activit
. 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 Owest reasons
the Applicable Due Date is the customer-initiated due date, if any, that is (a) subsequent to the
original due date and (b) prior to a Owest-initiated, changed due date, if any. NOTE 2
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 Owest-
initiated due date, if any, following the Applicable Due Date, from the subsequent customer-initiated
due date, if any. NOTE 2
Reporting Period: One month
I Unit of Measure: Average Business DaysReporting Disaggregation Reporting: Statewide level.
Comparisons: . Results for products/services listed under Product Reporting under "MSA type
CLEC aggregate, Disaggregation" will be reported for OP-6A and OP-6B according to ordersindividual CLEC involving:
and Owest Retail 1. Dispatches within MSAs;results 2. Dispatches outside MSAs; and3. No dispatches.
Results for products/services listed in Product Reporting under "Zone-type
Disaggregation" will be disaggregated according to installations:4. In Interval Zone 1 areas; and5. In Interval Zone 2 areas.
Formula:
OP-6A :: 2:((Actual Completion Date of late order for non-facility reasons) - (Applicable Due Date of late
order) - (Time intervals associated with customer-initiated due date changes or delays
occurring after the Applicable Due Date)) -;. (Total Number of Late Orders for non-facility
reasons completed in the reporting period)
OP-6B :: 2:((Actual Completion Date of late order for facility reasons) - (Applicable Due Date of late
order)) - (Time intervals associated with customer-initiated due date changes or delays
occurring after the Applicable Due Date) -;. (Total Number of Late Orders for facility reasons
completed in the reporting period)
Owest Idaho SGA T Third Revised , Fourth Amended Exhibit B May 5, 2004 Page 40
OP- 6 - Delayed Days (continued)
Exclusions:
Orders affected only by delays that are solely for customer and/or CLEC reasons.
Disconnect, From (another form of disconnect) and Record order types.
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 missina data essential to the calculation of the measurement per the PID.
Product Reporting:Standards:
MSA-TvDe Disaaareaation -
Resale
Residential sinqle line service Parity with retail service
Business sinQle line service Parity with retail service
Centrex Parity with retail service
Centrex 21 Parity with retail service
DSO (non-desiQned provisionina)Parity with retail service
PBX Trunks (non-desianed provisioning)Parity with retail service
Primary ISDN (non-desianed provisioning)Paritv with retail service
Basic ISDN (non-desianed orovisioninQ)Parity with retail service
Owest DSL (non-desianed orovisioning)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 Splittina Parity with retail Owest DSL
Line SharinQ Parity with retail Owest DSL
Sub-Looo Unbundlina Diagnostic
Zone-tyee Disaaareaation -
Resale
Primarv ISDN (desianed orovisioning)Parity with retail service
Basic ISDN (desiQned provisioning)Parity with retail service
DSO (designed orovisionina)Parity with retail service
DS1 Parity with retail service
PBX Trunks (desianed provisioning)Parity with retail service
Owest DSL (desianed orovisioninQ)Parity with retail service
DS3 and higher bit-rate services Parity with retail service
(aQareaatef
Frame Relay Parity with retail service
LIS Trunks Parity with Feature Group D (aggregate)
Unbundled Dedicated Interoffice Transport (UDIT)
UDIT - DS11evei Parity with retail DS 1 Private Line- Service
UDIT - Above DS11evei Parity with retail Private Line- Services above DS1
level
Dark Fiber - IOF Diaanostic
Unbundled Loops:
Analog Looo Parity with retail Res and Bus POTS with dispatch
Non-loaded Looo (2-wire)Parity with retail ISDN BRI
Non-loaded Loop (4-wire)Parity with retail DS1 Private Line
DS 1-capable Looo Parity with retail DS1 Private Line
ISDN-capable Looo Parity with retail ISDN BRI
ADSL-Qualified Looo Parity with retail Owest DSL, with disoatch
Loop types of DS3 and higher bit-rates Parity with retail DS3 and higher bit-rate Private
(aggreaate)Line services (aggregate)
Owest Idaho SGA T Third Revised, Fourth Amended Exhibit B May 5, 2004 Page 41
OP. 6 - Delaved Davs (continued)
Dark Fiber - Loop DiaQnostic
E911/911 Trunks Parity with retail E911/911 Trunks
Enhanced Extended Loops (EELs) - (DSO Diagnostic
level)
Enhanced Extended Loops (EELs) - (DS1 OP-6A: Parity with retail OS 1 Private Line
level)OP-6B: Diagnostic
Enhanced Extended Loops (EELs) - (DS3 Diagnostic
level)
Availability:Notes:
Available For OP-6A-3 and OP-6B-3, Saturday is counted as a business day for
all orders for Resale Residence, Resale Business , and UNE-
(POTS), as well as for the retail analogues specified above as
standards. For all other products under OP-6A-3 and OP-6B-3, and
for all products under OP-6A-1, -6A-2, -6A-4, -6A-5, -6B-1, -6B-2, -
6B-4, and -6B-5, 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.
Qwest Idaho SGAT Third Revised , Fourth Amended Exhibit B May 5 2004 Page 42
OP-7 - Coordinated "Hot Cut" Interval - Unbundled Loop
Purpose:
Evaluates the duration of completing coordinated "hot cuts" of unbundled loops, focusing on the time
actually involved in disconnectinq the loop from the Owest network and connectinq/testinq the loop.
Description:
Measures the average time to complete coordinated "hot cuts" for unbundled loops, based on intervals
beginning with the "lift" time and ending with the completion time of Owest's applicable tests for the
loop.
Includes all coordinated hot cuts of unbundled loops that are completed/closed during the
reporting period, subject to exclusions specified below.
Hot cut" refers to moving the service of existing customers from Owest's switch/frames to the
CLEC's equipment, via unbundled loops, that will serve the customers.
Lift" time is defined as when Owest disconnects the existing loop.
Completion time" is defined as when Owest completes the applicable tests after connecting the
loop to the CLEC.
Reporting Period: One month
I Unit of Measure: Hours and
Minutes
Reporting Comparisons: CLEC Disaggregation Reporting: Statewide level.
aggregate and individual CLEC
results
Formula:
L(Completion time - Lift time) -;- (Total Number of unbundled loops with coordinated cutovers
completed in the reporting period)
Exclusions:
Time intervals associated with GLEC-caused delays.
Records missing data essential to the calculation of the measurement per the PID.
Invalid start/stop dates/times or invalid scheduled date/times.
Product Reporting: Coordinated Unbundled Standard:
Loops - Reported separately for:CO: 1 hour
Analog Loops All Other States: Diagnostic in light of OP-
All other Loop Types (Coordinated Guts On Time)
Availability:Notes:
Available
Owest Idaho SGAT Third Revised, Fourth Amended Exhibit B May 5, 2004 Page 43
OP-8 - Number Portability Timeliness
Purpose:
Evaluates the timeliness of cutovers of local number portability (LNP).
Description:
OP-8B - LNP Timeliness with Loop Coordination (percentl: Measures the percentage of coordinated
LNP triggers set prior to the scheduled start time for the loop.
All orders for LNP coordinated with unbundled loops that are completed/closed during
the reporting period are measured, subject to exclusions specified below.
OP-8C -LNP Timeliness without Loop Coordination (percent): Measures the percentage of LNP
triggers set prior to the Frame Due Time or scheduled start time for the LNP cutover as
applicable.
All orders for LNP for which coordination with a loop was not requested that are
completed/closed during the reporting period are measured (including standalone LNP
coordinated with other than Qwest-provided Unbundled Loops and non-coordinated,
standalone LNP), subject to exclusions specified below.
For purposes of these measurements (OP-8B and -8C), "trigger" refers to the "10-digit
unconditional trigger" or Line Side Attribute (LSA) that is set or translated by Qwest.
Scheduled start time" is defined as the confirmed appointment time (as stated on the FOC), or a
newly negotiated time. In the case of LNP cutovers coordinated with loops, the scheduled time
used in this measurement will be no later than the "lay" time for the loop.
Reporting Period: One month Unit of Measure: Percent of triggers set on time
Reporting Comparisons: CLEC aggregate and Disaggregation Reporting: Statewide level.
individual CLEC results
Formula:
OP-8B = ((Number of LNP triggers set before the scheduled time for the coordinated loop cutover) +
(Total Number of LNP activations coordinated with unbundled loops completed)) x 100
OP-8C = ((Number of LNP triggers set before the Frame Due Time or Scheduled Start Time) + (Total
Number of LNP activations without loop cutovers completed)) x 100
Exclusions:
GLEe-caused delays in trigger setting.
LNP requests that do not involve automatic triggers (e., DID lines without separate , unique
telephone numbers and Centrex 21).
LNP requests for which the records used as sources of data for these measurements have the
following types of errors:
Records with no paN (purchase order number) or STATE.
Records where triggers cannot be set due to switch capabilities.
Records with invalid due dates, a lication dates, or start dates.
Records with invalid completion dates.
Records missing data essential to the calculation of the measurement per the PID.
Invalid start/stop dates/times or invalid frame due or scheduled date/times.
Product Reporting: None Standard:95%
Availability:Notes:
Available
Qwest Idaho SGA T Third Revised, Fourth Amended Exhibit B May 5, 2004 Page 44
OP-13 - Coordinated Cuts On Time - Unbundled Loop
Purpose:
Evaluates the percentage of coordinated cuts of unbundled loops that are completed on time, focusing
on cuts completed within one hour of the committed order due time and the percent that were started
without CLEC approval.
Description:
.. Includes all LSRs for coordinated cuts of unbundled loops that are completed/closed during the
reporting period, subject to exclusions specified below.
.. OP-13A - Measures the percentage of LSRs (CLEC orders) for all coordinated cuts of unbundled
loops that are started and completed on time. For coordinated loop cuts to be counted as "
time" in this measurement, the GLEG must agree to the start time, and Qwest must (1) receive
verbal CLEG approval before starting the cut or lifting the loop, (2) complete the physical work and
appropriate tests, (3) complete the Qwest portion of any associated LNP orders and (4) call the
CLEC with completion information , all within one hour of the time interval defined by the
committed order due time.
.. OP-138 - Measures the percentage of all LSRs for coordinated cuts of unbundled loops that are
actually started without CLEC approval.
.. "
Scheduled start time" is defined as the confirmed appointment time (as stated on the FOC), or a
newly negotiated appointment time.
.. The "committed order due time" is based on the number and type of loops involved in the cut and
is calculated by adding the applicable time interval from the following list to the scheduled start
time:
- Analog unbundled loops:
1 to 16 lines: 1 Hour
17 to 24 lines: 2 Hours
25+ lines: Project*
All other unbundled loops:
1 to 5 lines: 1 Hour
6 to 8 lines: 2 Hours
9 to 11 lines: 3 Hours
12 to 24 lines: 4 Hours
25+ lines: Project*
For Pro ects scheduled due dates and scheduled start times will be negotiated between GLEG
and Qwest, but no committed order due time is established. Therefore, projects are not included
in OP-13A (see exclusion below).
.. "
Stop" time is defined as when Qwest notifies the GLEG that the Qwest physical work and the
appropriate tests have been successfully accomplished, including the Qwest portion of any
coordinated LNP orders.
.. Time intervals following the scheduled start time or during the cutover process associated with
customer-caused delays are subtracted from the actual cutover duration.
..
Where Qwest's records of completed coordinated cut transactions are missing evidence of GLEG
approval of the cutover, the cut will be counted as a miss under both OP-13A and OP-138.
Reporting Period: One month
I Unit of Measure: PercentReporting Comparisons: CLEC Disaggregation Reporting: Statewide level.
aggregate and individual CLEC Results for this measurement will be reported according to:results OP-13A Cuts Completed On Time
OP-13B Cuts Started Without GLEG Approval
Qwest Idaho SGAT Third Revised, Fourth Amended Exhibit 8 May 5, 2004 Page 45
OP-13 - Coordinated Cuts On Time - Unbundled Loop (continued)
Formula:
OP-13A = ((Count of LSRs for Coordinated Unbundled Loop cuts completed "On Time ) 7 (Total
Number of LSRs for Coordinated Unbundied Loop Cuts completed in the reporting period))
x 100
OP-138 = ((Count of LSRs for Coordinated Unbundled Loop cuts whose actual start time occurs
without CLEC approval) 7 (Total Number of LSRs for Coordinated Unbundled Loop Cuts
completed in the reporting period)) x 100
Exclusions:
Applicable to OP-13A:
. Loop cuts that involve CLEC-requested non-standard methodologies , processes , or timelines.
OP-13A & OP-138:
. Records with invalid completion dates.
. Records missing data essential to the calculation of the measurement per the riD which are not
otherwise designated to be "counted as a miss
Invalid start/stop dates/times or invalid scheduled date/times.
Projects involving 25 or more lines.
Product Reporting: Coordinated Unbundled
Loops - Reported separately for:
. Analog Loops
All Other Loops
Standards:
OP-13A:
AZ.: 90 Percent or more
All Other States: 95 Percent or more
Availability:
OP-13B: Diagnostic
Notes:
Available
Qwest Idaho SGAT Third Revised, Fourth Amended Exhibit 8 May 5, 2004 Page 46
OP-15 - Interval for Pending Orders Delayed Past Due Date
Purpose:
Evaluates the extent to which Qwest's pending orders are late, focusing on the average number of days the
endin orders are dela ed ast the A licable Due Date, as of the end of the re ortin eriod.
Description:
OP-15A - Measures the average number of business da s that pending orders are delayed beyond the
Applicable Due Date for reasons attributed to Qwest.
Includes all pending inward orders (Change, New, and Transfer order types) for which the Applicable
Due Date recorded by Qwest has been missed, subject to exclusions specified below. Change order
types included in this measurement consist of all "C" orders representing inward activit
. 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 original due
date and (b) prior to a Qwest-initiated, changed due date, if any- NOTE
. 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, following the Applicable Due Date, from the subsequent customer-initiated due
date , if any. NOTE 1
OP-15B - Reports the number of pending orders measured in the numerator of OP-15A that were delayed
for Qwest facility reasons.
Reporting Comparisons:
CLEC aggregate, individual CLEC, Qwest retail
Unit of Measure:
OP-15A - Average Business Days NOTE
OP-15B - Number of orders endin facilities
Disaggregation Reporting:
Statewide
Reporting Period: One month
Formula:
OP-15A = L((Last Day of Reporting Period) - (Applicable Due Date of Late Pending Order) - (Time
intervals associated with customer-initiated due date changes or delays occurring after the
Applicable Due Date)) -;- (Total Number of Pending Orders Delayed for Qwest reasons as of the
last day of Reporting Period)
OP-15B = Count of pending orders measured in numerator of OP-15A that were delayed for Qwest facility
reasons
Exclusions:
. Disconnect, From (another form of disconnect) and Record order types.
. Records involving official company services.
. Records with invalid due dates or a lication dates.
. Records with invalid product codes.
. Records missin data essential to the calculation of the measurement er the PID.
Owest Idaho SGAT Third Revised, Fourth Amended Exhibit B May 5, 2004 Page 47
OP-15 - Interval for Pending Orders Delayed Past Due Date (continued)
Product Reporting:Standards: OP-15B = diagnostic only
For OP-15A:
Resale
Residential single line service Diaqnostic Expectation: Parity with retail service
Business single line service Diaqnostic Expectation: Parity with retail service
Centrex Diagnostic Expectation: Parity with retail service
Centex 21 Diagnostic Expectation: Parity with retail service)
PBX Trunk Diaqnostic Expectation: Parity with retail service)
Basic ISDN Diagnostic Expectation: Parity with retail service
Owest DSL Diagnostic Expectation: Parity with retail service)
Primary ISDN Diagnostic Expectation: Parity with retail service
DSO Diaqnostic Expectation: Parity with retail service)
DS1 Diagnostic Expectation: Parity with retail service
DS3 and higher bit-rate services Diagnostic (Expectation: Parity with retail service)
(aggregate)
Frame Relay Diaqnostic (Expectation: Parity with retail service)
Unbundled Network Element - Platform Diagnostic (Expectation: Parity with retail service)
(UNE-P) (POTS)
Unbundled Network Element - Platform Diagnostic (Expectation: Parity with retail Centrex 21)
(UNE-P) (Centrex 21 )
Unbundled Network Element - Platform Diagnostic (Expectation: Parity with retail Centrex)
(UNE-P) (Centrex)
Line Splitting Diagnostic (Expectation: Parity with retail Owest
DSL)
Line Sharing Diagnostic (Expectation: Parity with retail Owest
DSL)
Sub-Loop Unbundling Diagnostic
LIS Trunks Diagnostic (Expectation: Parity with Feature Group 0
(aggregate)) (separately reported)
Unbundled Dedicated Interoffice Transport (UDIT)
UDIT - DS1 level Diagnostic (Expectation: Parity with DS1 Private
Line- Service)
UDIT - Above DS1 level Diagnostic (Expectation: Parity with Private Line-
Services above OS 1 level)
Dark Fiber - (OF Diagnostic
Unbundled Loops:
Analog Loop Diagnostic (Expectation: Parity with retail Res and
Bus POTS with dispatch)
Non-loaded Loop (2-wire)Diagnostic Expectation: Parity with retail ISDN BRI)
Non-loaded Loop (4-wire)Diagnostic Expectation: Parity with retail DS1)
DS1-capable Loop Diagnostic Expectation: Parity with retail DS1)
ISDN-capable Loop Diagnostic Expectation: Parity with ISDN-BRI)
ADSL-qualified Loop Diagnostic (Expectation: Parity with retail Owest DSL
with dispatch)
Loop types of DS3 or higher bit rate Diagnostic (Expectation: Parity with retail DS3 and
(aqqreqate)higher bit-rate services (aggregate)
Dark Fiber - Loop Diaqnostic
E911/911 Trunks Diagnostic (Expectation: Parity with retail E911/911
Trunks)
Enhanced Extended Loops (EELs)Diagnostic
Owest Idaho SGAT Third Revised, Fourth Amended Exhibit B May 5, 2004 Page 48
OP-15 -Interval for Pending Orders Delayed Past Due Date (continued)
Availability:
Available
Notes:
1. 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.
2. For OP-15A, Saturday is counted as a business day for all non-dispatched
orders for Resale Residence, Resale Business , and UNE-P (POTS), as well
as for non-dispatched orders in the retail analogues specified above as
standards. For all other non-dispatched products and for all dispatched
products under OP-15A, Saturday is not counted as a business day.
Qwest Idaho SGAT Third Revised, Fourth Amended Exhibit B May 5, 2004 Page 49
OP-17 - Timeliness of Disconnects associated with LNP Orders
Purpose:
Evaluates the quality of Qwest completing LNP telephone number porting, focusing on the degree to
which portinq occurs without implementinq associated disconnects before the scheduled time/date.
Description:
OP-17 A
Measures the percentage of all LNP telephone numbers (TNs), both stand alone and associated with
loops, that are ported without the incidence of disconnects being made by Qwest before the
scheduled time/date, as identified by associated qualifying trouble reports.
Focuses on disconnects associated with timely GLEG requests for delaying the disconnects or no
requests for delays.
The scheduled time/date is defined as 11 :59 p.m. on (1) the due date of the LNP order recorded
by Qwest or (2) the delayed disconnect date requested by the GLEG, where the GLEG submits a
timely request for delay of disconnection.
- A GLEG request for delay of disconnection is considered timely if received by Qwest before 8:00
m. MT on the current due date of the LNP order recorded by Owest.
OP-178
Measures the percentage of all LNP telephone numbers (TNs), both stand alone and associated
with loops, that are ported without the incidence of disconnects being made by Owest before the
scheduled time/date, as identified by associated qualifying trouble reports.
Includes only disconnects associated with untimely GLEG requests for delaying the
disconnects.
A GLEG request for delay of disconnection is considered "untimely" if received by Qwest
after 8:00 p.m. MT on the current due date of the LNP order recorded by Qwest and before
12:00 p.m. MT (noon) on the day after the current due date.
Disconnects are defined as the removal of switch translations, including the 10-digit trigger.
Disconnects that are implemented early, and thus counted as a "miss" under this measurement, are
those that the GLEG identifies as such to Qwest via trouble reports, within four calendar days of the
actual disconnect date, that are confirmed to be caused by disconnects being made before the
scheduled time.
Includes all CLEC orders for LNP TNs completed in the reporting period, subject to exclusions
specified below.
Reporting Period: One month
Reporting Comparisons: GLEG Aggregate
and Individual GLEG
Formula:
((Total number of LNP TNs ported pursuant to orders completed in the reporting period - Number of TNs
with qualifying trouble reports notifying Qwest that disconnection before the scheduled time has occurred)
+ Total Number of LNP TNs ported pursuant to orders completed in the reporting period) x 100
Unit of Measure:Percent
Disaggregation Reporting:Statewide
Qwest Idaho SGA T Third Revised, Fourth Amended Exhibit B May 5, 2004 Page 50
. OP-17 - Timeliness of Disconnects associated with LNP Orders (continued)
Exclusions:
OP-17 A only
Trouble reports notifying Qwest of early disconnects associated with situations for which the CLEC
has failed to submit timely requests to have disconnects held for later implementation.
OP-17A & B
Trouble reports not related to valid requests (LSRs) for LNP and associated disconnects.
LNP requests that do not involve automatic triggers (e., DID lines without separate, unique TNs,
and Centrex 21
Records with invalid trouble receipt dates.
Records with invalid cleared , closed or due dates.
Records with invalid product codes.
Records missing data essential to the calculation of the measurement per the PID.
OP-17B only
Trouble reports notifying Qwest of early disconnects associated with situations for which the CLEC
did not submit its untimely requests by 12:00 p.m. MT (noon) on the day after the LNP due date to
have disconnects held for later implementation.
Product Reporting:LNP Standards:
OP-17 A - 98.25%
OP-178 - Diagnostic only, in light of its measuring
only requests for delay of disconnect
that are defined as untimelv.
Availability:Notes:
Available
Qwest Idaho SGAT Third Revised, Fourth Amended Exhibit 8 May 5, 2004 Page 51
Maintenance and Repair
MR-2 - Calls Answered within 20 Seconds -Interconnect Repair Center
Purpose:
Evaluates Customer access to Qwest's Interconnection and/or Retail Repair Center(s), focusing on
the number of calls answered within 20 seconds.
Description:
Measures the percentage of Interconnection and/or Retail Repair Center calls answered within 20
seconds of the first ring.
Includes all calls to the Interconnect Repair Center during the reporting period, subject to
exclusions specified below.
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 up by the Qwest agent.
Abandoned calls and busy calls are counted as calls which are not answered within 20 seconds.
Reporting Period: One month Unit of Measure: Percent
Reporting Comparisons: CLEC aggregate and Disaggregation Reporting: Region-wide level.
Qwest Retail levels.
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: None Standard: Parity
Availability:Notes:
Available
Qwest Idaho SGAT Third Revised, Fourth Amended Exhibit B May 5, 2004 Page 52
MR-3 - Out of Service Cleared within 24 Hours
Purpose:
Evaluates timeliness of repair for specified services, focusing on trouble reports where the out-of-
service trouble reports were cleared within the standard estimate for specified services (Le., 24 hours
for out-of-service conditions).
Description:
Measures the percentage of out of service trouble reports, involving specified services, that are
cleared within 24 hours of receipt of trouble reports from CLECs or from retail customers.
Includes all trouble reports , closed during the reporting period, which involve a specified service
that is out-of-service (Le., unable to place or receive calls), subject to exclusions specified below.
. Time measured is from date and time that Owest is first notified of the trouble by CLEC to date
and time trouble is cleared.
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 disaggregated and reported according to troubleindividual CLEC reports involving:and Owest Retail MR-3A Dispatches within MSAs;results MR-3B Dispatches outside MSAs; and
MR-3C No dispatches.
Results for products/services listed in Product Reporting under "Zone-type
Disaggregation" will be disaggregated according to trouble reports involving:
MR-3D In Interval Zone 1 areas; and
MR-3E In Interval Zone 2 areas.
Formula:
((Number of Out of Service Trouble Reports closed in the reporting period that are cleared within 24
hours) + (Total Number of Out of Service Trouble Reports closed in the reporting period)) x 100
Exclusions:
Trouble reports coded as follows:
For products measured from MTAS data (products listed for MSA-type disaggregation),
trouble reports coded to disposition codes for: Customer Action; Non-Telco Plant; Trouble
Beyond the Network Interface; and Miscellaneous - Non-Dispatch, non-Owest (includes CPE
Customer Instruction, Carrier, Alternate Provider).
For products measured from WFA (Workforce Administration) data (products listed for Zone-
type disaggregation) trouble reports coded to trouble codes for Carrier Action (IEC) and
Customer Provided Equipment (CPE).
. Subsequent trouble reports of any trouble before the original trouble report is closed.
Information tickets generated for internal Owest system/network monitoring purposes.
. Time delays due to "no access" are excluded from repair time for products/services listed in
Product Reporting under "Zone-type Disaggregation
For products measured from MTAS data (products listed for MSA-type disaggregation), trouble
reports involving a "no access" delay.
Trouble reports on the day of installation before the installation work is reported by the
technician/installer as complete.
Records involving official company services.
Records with invalid trouble receipt dates.
Records with invalid cleared or closed dates.
Records with invalid product codes.
. Records missinQ data essential to the calculation of the measurement per the PID.
Owest Idaho SGAT Third Revised, Fourth Amended Exhibit B May 5, 2004 Page 53
MR-3 - Out of Service Cleared within 24 Hours (Continued)
Product Reporting:Standards:
MSA-Tvpe Disaaareaation -
Resale
Residential sinQle line service Parity with retail service
Business single line service Parity with retail service
Centrex Parity with retail service
Centrex 21 Parity with retail service
PBX Trunks Parity with retail service
Basic ISDN Parity with retail service
Unbundled Network Element - Platform Parity with appropriate 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 Splitting TBD
Line Sharing CO: Parity with Qwest DSL
All Other States: Parity with RES and BUS
POTS
Sub-Loop Unbundling CO: Parity with retailISDN-BRI
All Other States: Diagnostic
Zone-tvee Disaaareaation -
Resale
Qwest DSL Parity with retail service
Unbundled Loops
Analog Loop Parity with retail Res and Bus POTS
Non-loaded Loop (2 wire)Parity with retail ISDN-BRI
ISDN-capable Loop Parity with ISDN-BRI
ADSL-qualified Loop Parity with retail Qwest DSL
Availability:Notes:
Available
Qwest Idaho SGA T Third Revised, Fourth Amended Exhibit B May 5, 2004 Page 54
MR-4 - All Troubles Cleared within 48 hours
Purpose:
Evaluates timeliness of repair for specified services, focusing on trouble reports of all types (both out
of service and service affecting) and on the number of such trouble reports cleared within the standard
estimate for specified services (i., 48 hours for service-affectinq conditions).
Description:
Measures the percentage of trouble reports, for specified services, that are cleared within 48 hours of
receipt of trouble reports from CLECs or from retail customers.
Includes all trouble reports, closed during the reporting period, which involve a specified service,
subject to exclusions specified below.
. Time measured is from date and time that Owest is first notified of the trouble by CLEC to date
and time trouble is cleared.Reporting Period: One month
I Unit of Measure: PercentReporting Disaggregation Reporting: Statewide level.
Comparisons: . Results for product/services listed in Product Reporting under "MSA Type
CLEC aggregate, Disaggregation" will be disaggregated and reported according to troubleindividual CLEC reports involving:and Owest Retail MR-4A Dispatches within MSAs;results MR-4B Dispatches outside MSAs; and
MR-4C No dispatches.
Results for products/services listed in Product Reporting under "Zone-type
Disaggregation" will be disaggregated according to trouble reports involving:
MR-4D In Interval Zone 1 areas; and
MR-4E In Interval Zone 2 areas
Formula:
((Total Trouble Reports closed in the reporting period that are cleared within 48 hours) + (Total Trouble
Reports closed in the reporting period)) x 100
Exclusions:
Trouble reports coded as follows:
For products measured from MTAS data (products listed for MSA-type disaggregation),
trouble reports coded to disposition codes for: Customer Action; Non-Telco Plant; Trouble
Beyond the Network Interface; and Miscellaneous - Non-Dispatch , non-Owest (includes CPE
Customer Instruction, Carrier, Alternate Provider).
For products measured from WFA (Workforce Administration) data (products listed for Zone-
type disaggregation) trouble reports coded to trouble codes for Carrier Action (IEC) and
Customer Provided Equipment (CPE).
. Subsequent trouble reports of any trouble before the original trouble report is closed.
Information tickets generated for internal Owest system/network monitoring purposes.
. Time delays due to "no access" are excluded from repair time for products/services listed in
Product Reporting under "Zone-type Disaggregation
For products measured from MTAS data (products listed for MSA-type disaggregation), trouble
reports involving a "no access" delay.
Trouble reports on the day of installation before the installation work is reported by the
technician/installer as complete.
Records involving official company services.
. Records with invalid trouble receipt dates.
. Records with invalid cleared or closed dates.
Records with invalid product codes.
. Records missinq data essential to the calculation of the measurement oer the PID.
Owest Idaho SGAT Third Revised, Fourth Amended Exhibit B May 5, 2004 Page 55
MR-4 - All Troubles Cleared within 48 Hours (Continued)
Product Reporting:Standards:
MSA-TvDe Disaaareaation
Resale
Residential single line service Parity with retail service
Business sinQle line service Parity with retail service
Centrex Parity with retail service
Centrex 21 Parity with retail service
PBX Trunks Parity with retail service
Basic ISDN Parity with retail service
Unbundled Network Element - Platform Parity with appropriate 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 TBD
Line Sharing Parity with RES and BUS POTS
Sub-Loop UnbundlinQ Diagnostic
Zone-Tvee Disaaareaation
Resale
Qwest DSL I Parity with retail service
Unbundled Loops:
Analog Loop Parity with retail Res and Bus POTS
Non-loaded Loop (2 wire)Parity with retail ISDN-BRI
ISDN-capable Loop Parity with retaillSDN-BRI
ADSL-qualified Loop Parity with retail Qwest DSL
Availability:Notes:
Available
Qwest Idaho SGAT Third Revised , Fourth Amended Exhibit B May 5 2004 Page 56
MR-5 - All Troubles Cleared within 4 hours
Purpose:
Evaluates timeliness of repair for specified services , focusing on all trouble reports of all types
(including out of service and service affecting troubles) and on the number of such trouble reports
cleared within the standard estimate for specified services (i.e., 4 hours).
Description:
Measures the percentage of trouble reports for specified services that are cleared within 4 hours of
receipt of trouble reports from CLECs or from retail customers.
Includes all trouble reports , closed during the reporting period , which involve a specified service
subject to exclusions specified below.
Time measured is from date and time that Owest is first notified of the trouble by CLEC to date and
time trouble is cleared.
Reporting Period: One month Unit of Measure: Percent
Reporting Comparisons:Disaggregation Reporting: Statewide level.
CLEC aggregate, individual Results for listed products will be disaggregated according to trouble
CLEC and Owest Retail results reports:
MR-In Interval Zone 1 areas; and
MR-In Interval Zone 2 areas.
Formula:
((Number of Trouble Reports closed in the reporting period that are cleared within 4 hours) ~ (Total
Trouble Reports closed in the reporting period)) x 100
Exclusions:
Trouble reports coded as follows:
For products measured using WFA (Workforce Administration) data (products listed for Zone-
type disaggregation) trouble reports coded to trouble codes for Carrier Action (IEC) and
Customer Provided Equipment (CPE).
Subsequent trouble reports of any trouble before the original trouble report is closed.
Information tickets generated for internal Owest system/network monitoring purposes.
Time delays due to "no access" are excluded from repair time.
Trouble reports on the day of installation before the installation work is reported by the
technicianlinstaller as complete.
Records involving official company services.
Records with invalid trouble receipt dates.
Records with invalid cleared or closed dates.
Records with invalid product codes.
Records missing data essential to the calculation of the measurement per the PID.
Owest Idaho SGAT Third Revised, Fourth Amended Exhibit B May 5,2004 Page 57
MR-5 - All Troubles Cleared within 4 hours (continued)
Product Reporting:Standards:
Zone-Type Disaggregation -
Resale
Primary ISDN Parity with retail service
OSO Parity with retail service
OS1 Parity with retail service
OS3 and higher bit-rate services Parity with retail service
(aggregate)
Frame Relay Parity with retail service
LIS Trunks Parity with Feature Group 0 (aggregate)
Unbundled Dedicated Interoffice Transport (UDIT)
UDIT - DS1 level Parity with DS1 Private Line Service
UDIT - Above DS11evei Parity with Private Line Services above DS1 level
Unbundled LOODS:
Non-loaded Loop (4-wire)Parity with retail OS1
OS1-capable Loop Parity with retail OS 1
Loop types of OS3 and higher bit-rates Parity with retail DS3 and higher bit-rate services
(aqQregate)(aggregate)
E911/911 Trunks Parity with retail E911/911 Trunks
Enhanced Extended Loops (EELs) - (DSO Diagnostic
level)
Enhanced Extended Loops (EELs) - (OS1 Parity with retail OS 1 Private Line
level)
Enhanced Extended Loops (EELs) - (DS3 Diagnostic
level)
Availability:Notes:
Available
Qwest Idaho SGA T Third Revised, Fourth Amended Exhibit B May 5, 2004 Page 58
MR-6 - Mean Time to Restore
Purpose:
Evaluates timeliness of repair, focusinQ how 10nQ it takes to restore services to proper operation.
Description:
Measures the time actually taken to clear trouble reports.
Includes all trouble reports closed during the reporting period , subject to exclusions specified below.
Includes customer direct reports, customer-relayed reports, and test assist reports that result in a
trouble report.
. Time measured is from date and time that Qwest is first notified of the trouble by CLEC to date and
time trouble is cleared.
Reporting Period: One month Unit of Measure: Hours and Minutes
Reporting Disaggregation Reporting: Statewide level.
Comparisons: Results for producUservices listed in Product Reporting under "MSA Type
CLEC aggregate, Disaggregation" will be reported according to trouble reports involving:individual CLEC MR-6A Dispatches within MSAs;and Qwest Retail MR-6B Dispatches outside MSAs; andresults MR-6C No dispatches.
Results for products/services listed in Product Reporting under "Zone-type
Disaggregation" will be disaggregated according to trouble reports involving:
MR-6D In Interval Zone 1 areas; and
MR-6E In Interval Zone 2 areas.
Formula:
I((Date & Time Trouble Report Cleared) - (Date & Time Trouble Report Opened)) + (Total number of
Trouble Reports closed in the reporting period)
Exclusions:
Trouble reports coded as follows:
For products measured from MTAS data (products listed for MSA-type disaggregation), 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).
For products measured from WFA (Workforce Administration) data (products listed for Zone-
type disaggregation) trouble reports coded to trouble codes for Carrier Action (IEC) and
Customer Provided Equipment (CPE).
. Subsequent trouble reports of any trouble before the original trouble report is closed.
Information tickets generated for internal Qwest system/network monitoring purposes.
. Time delays due to "no access" are excluded from repair time for products/services listed in Product
Reporting under "Zone-type Disaggregation
. For products measured from MTAS data (products listed for MSA-type disaggregation), trouble
reports involving a "no access" delay.
Trouble reports on the day of installation before the installation work is reported by the
technician/installer as complete.
. Records involving official company services.
. Records with invalid trouble receipt dates.
. Records with invalid cleared or closed dates.
. Records with invalid product codes.
. Records missing data essential to the calculation of the measurement per the PID.
Qwest Idaho SGAT Third Revised, Fourth Amended Exhibit B May 5,2004 Page 59
MR-6 - Mean Time to Restore (Continued)
Product Reporting:Standards:
MSA-TvDe Disaaareaation -
Resale
Residential single line service Parity with retail service
Business single line service Parity with retail service
Centrex Parity with retail service
Centrex 21 Parity with retail service
PBX Trunks Parity with retail service
Basic ISDN 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 Splitting TBD
Line Sharing CO: Parity with Owest DSL
All Other States: Parity with RES and BUS POTS
Sub-Loop Unbundling CO: Parity with retailISDN-BRI
All Other States: Diagnostic
Zone-Tvee Disamlreqation -
Resale
Owest DSL Parity with retail service
Primary ISDN Parity with retail service
DSO Parity with retail service
DS1 Parity with retail service
DS3 and higher bit-rate services Parity with retail service
(aggregate)
Frame Relay Parity with retail service
LIS Trunks Parity with Feature Group 0 (aggregate)
Unbundled Dedicated Interoffice Transport (UDIT)
UDIT - DS1 level Parity with retail DS1 Private Line
UDIT - Above DS1 level Parity with retail Private Lines above DS1 level
Dark Fiber - IOF Diaqnostic
Unbundled Loops:
Analog Loop Parity with retail Res and Bus POTS
Non-loaded Loop (2-wire)Parity with retail ISDN BRI
Non-loaded Loop (4-wire)Parity with retail DS1 Private Line
DS1-capable Loop Parity with retail DS1 Private Line
ISDN-capable Loop Parity with retail ISDN BRI
ADSL-qualified Loop Parity with retail Owest DSL
Loop types of DS3 and higher bit-rates Parity with retail DS3 and higher bit-rate Private
(aggregate)Line services (aqqreqate)
Dark Fiber - Loop Diaqnostic
E911/911 Trunks Parity with retail E911/911 Trunks
Enhanced Extended Loops (EELs) - (DSO Diagnostic
level)
Enhanced Extended Loops (EELs) - (OS1 Parity with retail DS1 Private Line
level)
Enhanced Extended Loops (EELs) - (OS3 Diagnostic
level)
Owest Idaho SGAT Third Revised, Fourth Amended Exhibit B May 5, 2004 Page 60
MR-6 - Mean Time to Restore (Continue
AvaHabmty' Notes:
Available
Qwest Idaho SGAT Third Revised, Fourth Amended Exhibit B May 5,2004 Page 61
MR-7 - Repair Repeat Report Rate
Purpose:
Evaluates the accuracy of repair actions, focusing on the number of re eated trouble re orts received
for the same line/circuit within a specified period (30 calendar days).
Description:
Measures the percentage of trouble reports that are repeated within 30 days on end user lines and
circuits.
Includes all trouble reports closed during the reporting period that have a repeated trouble report
received within thirty (30) days of the initial trouble report for the same service (regardless of
whether the report is about the same type of trouble for that service), subject to exclusions
specified below.
In determining same service Owest will compare the end user telephone number or circuit access
code of the initial trouble reports closed during the reporting period with reports received within 30
days of when the initial trouble report closed.
Includes reports due to Owest network or system causes , customer-direct and customer-relayed
reports.
. The 3D-day period applied in the numerator of the formula below is from the date and time that the
initial trouble report is closed to the date and time that the next, or "repeat" trouble report is
received (i., opened).
Reporting Period: One month , reported in
arrears (i., results first appear in reports one
month later than results for measurements that
are not reported in arrears), in order to cover the
30-dav period following the initial trouble report.Reporting Disaggregation Reporting: Statewide level.
Comparisons: . Results for product/services listed in Product Reporting under "MSA TypeCLEC Disaggregation" will be reported according to trouble reports involving:
aggregate, MR-7A Dispatches within MSAs;individual MR-7B Dispatches outside MSAs; andCLEC and MR-7C No dispatches.
Owest Retail Results for products/services listed in Product Reporting under "Zone-typeresults Disaggregation" will be disaggregated according to trouble reports involving:
MR-7D In Interval Zone 1 areas; and
MR- 7E In Interval Zone 2 areas.
Unit of Measure: Percent
Formula:
((Total trouble reports closed within the reporting period that had a repeated trouble report received
within 30 calendar days of when the initial trouble report closed) .;. (Total number of Trouble Reports
Closed in the reporting period)) x 100
Exclusions:
Trouble reports coded as follows:
For products measured from MTAS data (products listed for MSA-type disaggregation),
trouble reports coded to disposition codes for: Customer Action; Non-Telco Plant; Trouble
Beyond the Network Interface; and Miscellaneous - Non-Dispatch, non-Owest (includes CPE
Customer Instruction, Carrier, Alternate Provider).
For products measured from WFA (Workforce Administration) data (products listed for Zone-
type disaggregation) trouble reports coded to trouble codes for Carrier Action (IEC) and
Customer Provided Equipment (CPE).
. Subsequent trouble reports of any trouble before the original trouble report is closed.
Information tickets generated for internal Owest system/network monitoring purposes.
Trouble reports on the day of installation before the installation work is reported by the
technicianlinstaller as complete.
. Records involving official company services.
. Records with invalid trouble receipt dates.
Owest Idaho SGA T Third Revised, Fourth Amended Exhibit B May 5, 2004 Page 62
MR-7 - Repair Repeat Report Rate (Continued)
. Records with invalid cleared or closed dates.
. Records with invalid product codes.
Records missinq data essential to the calculation of the measurement per the PID.
Product Reporting:Standards:
MSA-TvDe Disaaareaation -
Resale
Residential single line service Parity with retail service
Business sinqle line service Parity with retail service
Centrex Parity with retail service
Centrex 21 Parity with retail service
PBX Trunks Parity with retail service
Basic ISDN 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 (UNE-Parity with retail Centrex
P) (Centrex)
Line Splitting Parity with Owest Retail DSL
Line Sharing AZ & CO: Parity with Owest Retail DSL
All Other States: Diagnostic Comparison with
Owest Retail DSL
Sub-Loop Unbundling CO: Parity with Retail ISDN-BRI
All Other States: Diagnostic
Zone-TvDe Disaaareaation -
Resale
Owest DSL Parity with retail service
Primary ISDN Paritv with retail service
DSO Parity with retail service
DS1 Parity with retail service
DS3 and higher bit-rate services Parity with retail service
(agqreqate)
Frame Relay Parity with retail service
LIS Trunks Parity with Feature Group D (aggregate)
Unbundled Dedicated Interoffice Transport (UDIT)
UDIT - DS11evei Parity with retail DS1 Private Line
UDIT - Above DS11evei Parity with retail Private Lines above DS1 level
Dark Fiber - IOF Diagnostic
Unbundled Loops:
Analog Loop Parity with retail Res and Bus POTS
Non-loaded Loop (2-wire)Parity with retail ISDN BRI
Non-loaded Loop (4-wire)Parity with retail DS1 Private Line
DS1-capable Loop Parity with retail DS1 Private Line
ISDN-capable Loop Parity with retail ISDN BRI
ADSL-qualified Loop Parity with retail Owest DSL
Loop types of DS3 and higher bit-rates Parity with retail DS3 and higher bit-rate Private
(aggregate)Line services (aggreqate)
Dark Fiber - Loop Diagnostic
E911/911 Trunks Parity with retail E911 /911 Trunks
Enhanced Extended Loops (EELs) - (DSO Diagnostic
level)
Owest Idaho SGAT Third Revised, Fourth Amended Exhibit B May 5, 2004 Page 63
MR-? - Repair Repeat Report Rate (Continued)
Enhanced Extended Loops (EELs) - (D81 Parity with retail D81 Private Line
level)
Enhanced Extended Loops (EELs) - (D83 Diagnostic
level)
Availability:Notes:
Targeted availability with July 2004
results reported in September 2004
Qwest Idaho SGAT Third Revised , Fourth Amended Exhibit B May 5, 2004 Page 64
MR-8 - Trouble Rate
Purpose:
Evaluates the overall rate of trouble reports as a percentage of the total installed base of the service or
element.
Description:
Measures trouble reports by product and compares them to the number of lines in service.
Includes all trouble reports closed during the reporting period, subject to exclusions specified
below.
Includes all applicable trouble reports, including those that are out of service and those that are
only service-affectinq.
Reporting Period: One month Unit of Measure: Percent
Reporting Comparisons: CLEC aggregate Disaggregation Reporting: Statewide level.
individual CLEC and Qwest Retail results
Formula:
((Total number of trouble reports closed in the reporting period involving the specified service
grouping) + (Total number of the specified services that are in service in the reporting period)) x 100
Exclusions:
Trouble reports coded as follows:
For products measured from MTAS data, 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).
For products measured from WFA data trouble reports coded to trouble codes for Carrier
Action (IEC) and Customer Provided Equipment (CPE).
Subsequent trouble reports of any trouble before the original trouble report is closed.
Information tickets generated for internal Qwest system/network monitoring purposes.
Trouble reports on the day of installation before the installation work is reported by the
technician/installer as complete.
Records involving official company services.
Records with invalid trouble receipt dates.
Records with invalid cleared or closed dates.
Records with invalid product codes.
Records missinq data essential to the calculation of the measurement per the PID.
Qwest Idaho SGAT Third Revised , Fourth Amended Exhibit B May 5, 2004 Page 65
MR-8 - Trouble Rate (continued)
Product Reporting:Standards:
Resale
Residential single line service Parity with retail service
Business single line service Parity with retail service
Centrex Parity with retail service
Centrex 21 Parity with retail service
PBX Trunks Parity with retail service
Basic ISDN Parity with retail service
Owest DSL Parity with Owest DSL service
Primary ISDN Parity with retail service
DSO Parity with retail service
DS1 Parity with retail service
DS3 and higher bit-rate services Parity with retail service
(aggreaate)
Frame Relay 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 -Parity with retail Centrex
Platform(UNE-P) (Centrex)
Line Splittinq TBD
Line Sharing co: Parity with Owest DSL
All Other States: Parity with RES and BUS
POTS
Sub-Loop Unbundling CO: Parity with retail ISDN-BRI
All Other States: Diagnostic
LIS Trunks Parity with Feature Group 0 (aggregate)
Unbundled Dedicated Interoffice Transport (UDIT)
UDIT - DS1level Parity with retail OS 1 Private Line Service
UDIT - Above DS1 level Parity with retail Private Lines above DS1 level
Dark Fiber - IOF . Diagnostic
Unbundled Loops:
Analoq Loop Parity with retail Res and Bus POTS
Non-loaded Loop (2-wire)Parity with retail ISDN BRI
Non-loaded Loop (4-wire)Parity with retail OS 1 Private Line
OS i-capable Loop Parity with retail OS 1 Private Line
ISDN-capable Loop Parity with retail ISDN BRI
ADSL-Qualified Loop'Parity with retail Owest DSL
Loop types of DS3 and higher bit-rates Parity with retail DS3 and higher bit-rate services
(aqareaate)(aqqregate)
Dark Fiber - Loop Diagnostic
E911/911 Trunks Parity with retail E911/911 Trunks
Enhanced Extended Loops (EELs) - (DSO Diagnostic
level)
Enhanced Extended Loops (EELs) - (DS1 Parity with retail DS1 Private Line
level)
Enhanced Extended Loops (EELs) - (DS3 Diagnostic
level)
Availability:Notes:
Available
Owest Idaho SGAT Third Revised, Fourth Amended Exhibit B May 5, 2004 Page 66
MR-8 - Trouble Rate (continued)
Qwest Idaho SGAT Third Revised , Fourth Amended Exhibit B May 5, 2004 Page 67
MR-9 - Repair Appointments Met
Purpose:
Evaluates the extent to which Qwest repairs services for Customers by the appointment date and time.
Description:
Measures the percentage of trouble reports for which the appointment date and time is met.
Includes all trouble reports closed during the reporting period , subject to exclusions specified
below.
Time measured is from date and time that Qwest is first notified of the trouble by CLEC to date
and time trouble is cleared.
Reporting Period: One month
I Unit of Measure: Percent
Reporting Disaggregation Reporting: Statewide level.
Comparisons: CLEC Results for listed services will be disaggregated and reported
aggregate, individual according to trouble reports involving:
CLEC and Qwest Retail MR-Dispatches within MSAs
results MR-Dispatches outside MSAs; and
MR-No dispatches.
Formula:
((Total Trouble Reports Cleared by appointment date and time) -;. (Total Trouble Reports Closed in the
Reporting Period)) x 100
Exclusions:
Trouble reports coded as follows:
For products measured from MTAS data , 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).
Subsequent trouble reports of any trouble before the original trouble report is closed.
Information tickets generated for internal Qwest system/network monitoring purposes.
Time delays due to "no access" are excluded from repair time by using the rescheduled
appointment time to determine if the repair appointment is met.
Trouble reports on the day of installation before the installation work is reported by the
technician/installer as complete.
Records involving official company services.
Records with invalid trouble receipt dates.
Records with invalid cleared or closed dates.
Records with invalid product codes.
Records missing data essential to the calculation of the measurement per the PID.
Product Reporting:Standard: Parity
Resale:
Residential single line service
Business single line service
Centrex
Centrex 21
PBX Trunks
Basic ISDN
Unbundled Elements - Platform (UNE-
(POTS)
Availability:Notes:
Available
Qwest Idaho SGA T Third Revised, Fourth Amended Exhibit B May 5, 2004 Page 68
MR-10 - Customer and Non-Qwest Related Trouble Reports
Purpose:
Evaluates the extent that trouble reports were customer related, and provides diagnostic information
to help address potential issues that might be raised by the core maintenance and repair performance
indicators.
Description:
Measures the percentage of all trouble reports that are attributed to the customer as a percentage of
all trouble reports resolved during the reporting period, subject to exclusions specified below.
Includes trouble reports closed during the reporting period coded as follows:
For products measured from MTAS data, 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 trouble
reports involving a "no access" delay for MSA type disaggregated products.
For products measured from WFA (Workforce Administration) data trouble reports coded to
trouble codes for Carrier Action (lEC) and Customer Provided Equipment (CPE).
Reporting Period: One month Unit of Measure: Percent
Reporting Comparisons: CLEC aggregate Disaggregation Reporting: Statewide level.
individual CLEC and Qwest Retail results
Formula:
((Number of Trouble Reports coded to disposition codes specified above) 7 (Total Number of Trouble
Reports Closed in the Reporting Period)) x 100
Exclusions:
Subsequent trouble reports of any trouble before the original trouble report is closed
Information tickets generated for internal Qwest system/network monitoring purposes.
Records involving official company services.
Records with invalid trouble receipt dates.
Records with invalid cleared or closed dates.
Records with invalid product codes.
Records missing data essential to the calculation of the measurement per the PID.
Trouble reports on the day of installation before the installation work is reported by the
technician/installer as complete.
Qwest Idaho SGAT Third Revised, Fourth Amended Exhibit B May 5, 2004 Page 69
MR-10 Customer and Non-Qwest Related Trouble Reports (continued)
Product Reporting:I Standards:
Resale
Residential sinQle line service Diagnostic
Business sinQle line service Diagnostic
Centrex Diagnostic
Centrex 21 Diaqnostic
PBX Trunks Diaqnostic
Basic ISDN Diagnostic
Qwest DSL Diagnostic
Unbundled Network Element - Platform Diagnostic
(UNE-P) (POTS)
Unbundled Network Element - Platform Diagnostic
(UNE-P) (Centrex 21 )
Unbundled Network Element - Platform Diagnostic
(UNE-P) (Centrex)
Resale
Primary ISDN Diagnostic
DSO DiaQnostic
DS1 Diagnostic
DS3 and higher bit-rate services Diagnostic
(aggreqate)
Frame Relay Diaqnostic
LIS Trunks Diagnostic
Unbundled Dedicated Interoffice Transport (UDIT)
UDIT - DS1 level Diagnostic
UDIT - Above DS11evei I Diagnostic
Unbundled Loops:
Analog Loop Diagnostic
Non-loaded Loop (2-wire)Diagnostic
Non-loaded Loop (4-wire)Diagnostic
DS 1-capable Loop Diagnostic
ISDN-capable Loop Diagnostic
ADSL-qualified Loop Diaqnostic
Loop types of DS3 and higher bit-rates Diagnostic
(aggregate)
E911/911 Trunks Diagnostic
Availability:Notes:
Available
Qwest Idaho SGA T Third Revised, Fourth Amended Exhibit B May 5, 2004 Page 70
MR-11 - LNP Trouble Reports Cleared within 24 Hours
Purpose:
Evaluates timeliness of clearing LNP trouble reports, focusing on the degree to which residence and
business, disconnect-related , out-of-service trouble reports are cleared within four business hours and all
LNP-related trouble reports are cleared within 48 hours.
Description:
MR-11A: Measures the percentage of specified LNP-only (i., not unbundled-loop), residence and
business, out-of-service trouble reports that are cleared within four business hours of Owest
receiving these trouble reports from CLECs.
Includes only trouble reports that are received on or before the currently-scheduled due date
of the actual LNP-related disconnect time/date, or the next business da , that are confirmed
to be caused by disconnects being made before the scheduled time, and that are closed
during the reporting period , subject to exclusions specified below.
MR-11 B: Measures the percentage of specified LNP-only trouble reports that are cleared within 48 hours
of Owest receiving these trouble reports from CLECs.
Include!? all LNP-only trouble reports, received within four calendar days of the actual LNP-
related disconnect date and closed during the reporting period.
The "currently-scheduled due date/time" is the original due date/time established by Owest in
response to GLEe/customer request for disconnection of service ported via LNP or, if CLEC submits
to Owest a timely or untimely request for delay of disconnection, it is the GLEe/customer-requested
later date/time.
. A request for delay of disconnection is considered timely if received by Owest before 8:00 p.m. MT
on the due date that Owest has on record at the time of the request.
. A request for delay of disconnection is considered untimely if received by Owest after 8:00 p.m. MT
on the due date and before 12:00 p.m. MT (noon) on the day after the due date
Time measured is from the date and time Owest receives the trouble report to the date and time
trouble is cleared.
Reporting Period: One month Unit of Measure: Percent
Reporting Comparisons: CLEC Aggregate and
Individual CLEC
Disaggregation Reporting: Statewide level (all are
non-dispatched"
Formula:
MR-11A = ((Number of specified out-of-service LNP-only Trouble Reports, for LNP-related troubles
confirmed to be caused by disconnects, that Owest executed before the currently-scheduled
due date/time, that were closed in the reporting period and cleared within four business
hours) 7 (Total Number of specified out of service LNP-only Trouble Reports for LNP-related
troubles confirmed to be caused by disconnects that Owest executed before the currently-
scheduled due date/time, that were closed in the reporting period)) x 100
MR-11 B = ((Number of specified LNP-only Trouble Reports closed in the reporting period that were
cleared within 48 hours) 7 (Total Number of specified LNP-only Trouble Reports closed in the
reporting period)) x 100
Owest Idaho SGAT Third Revised, Fourth Amended Exhibit B May 5,2004 Page 71
MR-11 - LNP Trouble Reports Cleared within 24 Hours (Continued)
Exclusions:
. Trouble reports attributed to customer or non-Owest reasons
Trouble reports not related to valid requests (LSRs) for LNP and associated disconnects.
. Subsequent trouble reports of LNP trouble before the original trouble report is closed.
. For MR-11 B only: Trouble reports involving a "no access" delay.
Information tickets generated for internal Owest system/network monitoring purposes.
. Records involving official company services.
. Records with invalid trouble receipt dates.
. Records with invalid cleared or closed dates.
. Records with invalid product codes.
. Records missing data essential to the calculation of the measurement per the riD.
Product Reporting: LNP Standards:
MR-11A:
If OP-17 result meets its standard , the MR-11A standard is Diagnostic.
If OP-17 result does not meet its standard , the MR-11A standard is as
follows:
For 0-20 trouble reports : No more than 1 ticket cleared in :;. four
business hours
For:;. 20 trouble reports : The lesser of 95% or Parity with MR-
results for Retail Residence and Business
MR-11 B:
For 0-20 trouble reports : No more than 1 ticket cleared:;' 48 hours
For:;. 20 trouble reports : The lesser of 95% or Parity with MR-
results for Retail Residence and Business
* Based on MR-11A denominator.
Based on MR-11 B denominator.
Availability:
Available
Notes:
Owest Idaho SGAT Third Revised, Fourth Amended Exhibit B May 5, 2004 Page 72
Billing
BI-1 - Time to Provide Recorded Usage Records
Purpose:
Evaluates the timeliness with which Owest provides recorded daily usage records to CLECs.
Description:
Measures the average time interval from date of recorded daily usage to date usage records are
transmitted or made available to CLECs as applicable.
BI-1A - Measures recorded daily usage for UNEs and Resale and includes industr~ standard
electronically transmitted usage records for feature group switched access N TE 1 local
measured usage, local message usage, toll usage, and local exchange service components
priced on a per-use basis, subject to exclusions specified below.
BI-1 B - Measures the percent of recorded daily usage for Jointly provided switched access provided
within four days.This includes usage created by the CLEC and Owest or IXC providing
access, usually via 2-way Feature Group X trunk groups for Feature Group A, Feature Group
, Feature Group D , Phone to Phone IP Telephony, 8XX access , and 900 access and their
successors or similar Switched Access services.
BI-1C - Provides separate reporting for two elements captured in BI-1A above, as follows:
BI-1 C-1 - Measures recorded daily usage for UNEs and Resale and includes industry
standard electronically transmitted usage records for feature group switched access, NOTE 1
subject to exclusions specified below.
BI-1 C-2 - Measures recorded daily usage for UNEs and Resale and includes industry
standard electronically transmitted usage records for local measured usage local
message usage , toll usage, and local exchange service components priced on a per-use
basis, subject to exclusions specified below.
Reporting Period: One month Unit of Measure:
BI-, BI-1C-, BI-1C-Average Business Days
BI-1B:Percent
Reporting Comparisons: CLEC aggregate Disaggregation Reporting: State level.
individual CLECs, and Owest Retail results
Formula:
BI-, BI-1 C-, BI-1 C-2 (for specified products & records) = I(Date Record Transmitted or made
available - Date Usage Recorded) + (Total number of records)
BI-1 B = ((# of daily usage records for Jointly provided switched access sent within four days) + (Total
daily usage records for Jointly provided switched access in the report period)) x 100
Exclusions:
Instances where the CLEC requests other than daily usage transmission or availability.
Duplicate records.
Product Reporting:Standards:
UNEs and Resale BI-1A: Parity with Owest retail.
Jointly-provided Switched Access BI-1 B: 95% within 4 business days
BI-1 C-, BI-1C-2: Diagnostic Comparison with the
Owest Retail results used in standard for
BI-
Availability:Notes:
Available Feature group switched access" includes all
type 11 OXXX detail records for Feature
Groups A, B, C , and D.
Owest Idaho SGAT Third Revised, Fourth Amended Exhibit B May 5, 2004 Page 73
81-2 - Invoices Delivered within 10 Days
Purpose:
Evaluates the timeliness with which Owest delivers industry standard electronically transmitted bills to
CLECs, focusinq on the percent delivered within ten calendar days.
Description:
Measures the percentage of invoices that are delivered within ten days , based on the number of days
between the bill date and bill delivery.
Includes all industry standard electronically transmitted invoices for local exchange services and
toll , subject to exclusions specified below.
Reporting Period: One month Unit of Measure: Percent
Reporting Comparisons: Combined Owest Disaggregation Reporting: State level
Retail/CLEC results (Parity by design)
Formula:
((Count of Invoices for which Bill Transmission Date to Bill Date is ten calendar days or less) -;- (Total
Number of Invoices)) x 100
Exclusions:
Bills transmitted via paper, magnetic tape, CD-ROM , diskette.
Records with missing data essential to the calculation of the measurement per the PID.
Product Reporting:Standard:
UNEs and Resale Parity by design.
Availability:Notes:
Available
Owest Idaho SGAT Third Revised, Fourth Amended Exhibit B May 5, 2004 Page 74
BI.3 - Billing Accuracy - Adjustments for Errors
Purpose:
Evaluates the accuracy with which Qwest bills CLECs , focusing on the percentage of billed revenue
adjusted due to errors.
Description:
Measures the billed revenue minus amounts adjusted off bills due to errors, as a percentage of total
billed revenue.
Both the billed revenue and amounts adjusted off bills due to error are calculated from bills
rendered in the reporting period.
Amounts adjusted off bills due to errors" is the sum of all bill adjustments made in the reporting
period that involve , either in part or in total, adjustment codes related to billing errors. (Each
adjustment thus qualifying is added to the sum in its entirety.
Reporting Period: One month Unit of Measure: Percent
Reporting Comparisons: CLEC aggregate Disaggregation Reporting: State level.
individual CLECs, and Qwest Retail results
Formula:
(I:(Total Billed Revenue Billed in Reporting Period - Amounts Adjusted Off Bills Due to Errors) .;- (Total
Billed Revenue billed in Reporting Period)) x 100
Exclusions:
. BI-3A - UNEs and Resale - None
. BI-3B - Reciprocal Compensation Minutes of Use - Billing adjustments as a result of GLEe-caused
errors in return of minutes of use
Product Reporting:Standards:
BI-3A - UNEs and Resale BI-3A - UNEs and Resale: Parity with Qwest
BI-3B - Reciprocal Compensation Minutes of retail bills.
Use (MOU)BI-3B - Reciprocal Compensation (MOU) -
95%
Availability:Notes:
Available
Qwest Idaho SGAT Third Revised , Fourth Amended Exhibit B May 5, 2004 Page 75
BI-4 - Billing Completeness
Purpose:
UNEs and Resale - Evaluates the completeness with which Qwest reflects non-recurring and
recurring charges associated with completed service orders on the bills.
Reciprocal Compensation Minutes of Use (MOU) - Evaluates the completeness with which Qwest
reflects the revenue for Local Minutes of Use associated with CLEC local traffic over Qwest's
network on the bills.
Description:
BI-4A - UNEs and Resale: Measures the percentage of non-recurring and recurring charges
associated with completed service orders appear on the correct bill.*
BI-4B - Reciprocal Compensation (MOU): Measures the percentage of revenue associated with local
minutes of use appearing on the correct (current) bill.*
* Correct bill = next available bill
Reporting Period: One month Unit of Measure: Percent
Reporting Comparisons: CLEC aggregate Disaggregation Reporting: Statewide level.
individual CLECs, and Qwest Retail results
Formula:
BI-4A - UNEs and Resale = (I(Count of service orders with non-recurring and recurring charges
associated with completed service orders on the bills that are billed on the correct bill -i- total
count of service orders with non-recurring and recurring charges associated with completed
service orders billed on the bill)) x 100
BI-4B - Reciprocal Compensation MOU = (I(Revenue for Local Minutes of Use billed on the correct*
bill -i- Total revenue for Local Minutes of Use collected during the month)) x 100
Exclusions: None
Product Reporting:Standards:
UNEs and Resale 81-4A - UNEs and Resale: Parity with Qwest
Reciprocal Compensation (MOU)Retail bills.
81-48 - Reciprocal Compensation (MOU): 95%
Availability:Notes:
Available
Qwest Idaho SGAT Third Revised, Fourth Amended Exhibit B May 5,2004 Page 76
Database Updates
DB-1 - Time to Update Databases
Purpose:
Evaluates the time required for updates to the databases of E911 , LlDB, and Directory Builder.
Description:
Measures the average time required to update the databases of E911 , LlDB, and Directory
Builder.
Includes all database updates as specified under Disaggregation Reporting completed during
the reporting period.
For DB-1A the time to update the E911 database is provided by the third party vendor that
performs the update. The elapsed time is captured automatically by the database system. There
are no "individual E911 database update records" provided with which to measure the database
update process.
The numerator of DB-1A is calculated by multiplying the vendor-calculated results (Average
Minutes in Process Time) by the denominator (Count of records Processed). This method
produces a result from the vendor data that is the same as that which would be produced by
totallinQ the update times from individual E911 database update records.
Reporting Period: One month Unit of Measure:
E911 - Hrs: Mins.
LlDB & Directory ListinQs - Seconds
Disaggregation Reporting:
DB-1A: E911 for Owest Retail and Reseller
GLEe-State level
DB-1B: LlDB for Owest Retail, Reseller CLEC
and Facilities Based CLEC - Multi
state region-wide level
DB-1C-1: Listings for all Provider types including
Owest Retail , Reseller CLEC, and
Facilities Based CLEC , (LEC and
Unknown Provider, Electronically
Submitted , Electronically Processed-
Sub-region applicable to state
Reporting Comparisons:
DB-1 A - E911: Combined results for Owest Retail
and Reseller CLEC Aggregate;
DB-1 B - LlDB: Combined results for all Owest
Retail, Reseller CLEC and Facilities Based CLEC
updates;
DB-1 C-1 - Listings: Combined results for all
Provider types including Owest Retail , Reseller
CLEC, and Facilities Based CLEC, ILEC and
Unknown Provider, Electronically Submitted
Electronically Processed updates. NOTE 1
Formula:
L((Date and Time of database update for each database update as specified under Disaggregation
Reporting in the reporting period) - (Date and Time of submissions of data for entry into the database
for each database update as specified under Disaggregation Reporting in the reporting period)) ~ Total
database updates as specified under Disaggregation Reporting completed in the reporting period
Exclusion:
Invalid start/stop dates/times.
Owest Idaho SGAT Third Revised , Fourth Amended Exhibit B May 5, 2004 Page 77
DB-1 - Time to Update Databases (continued)
Product Reporting:Standards:
Not applicable (Reported by database type)DB-1A-E911: Parity by design
DB-1B-LlDB: Parity by design
DB-1G-1 - Listings: Parity by design
Availability:Notes:
Available 1 .Because they cannot be separated, results for Qwest Retail, Reseller
GLEG, Facilities-based GLEGs, ILEG and Unknown Provider updates
are reported combined within these disaggregations.
Qwest Idaho SGAT Third Revised , Fourth Amended Exhibit B May 5, 2004 Page 78
DB-2 - Accurate Database Updates
Purpose:
Evaluates the accuracy of database updates completed without errors in the reporting period.
Description:
Measures the percentage of database updates completed without errors in the reporting period.
Includes all database updates as specified under Disaggregation Reporting completed during the
reportinq period.
Reporting Period: One month Unit of Measure: Percent
Reporting Comparisons:Disaggregation Reporting:
DB-2C-1 Listings - Combined results for all DB-2C-1. Listings for Qwest Retail, Reseller
Qwest Retail , Reseller CLEC and Facilities-CLEC, and Facilities-Based CLEC Electronically
Based CLEC Electronically Submitted,Submitted, Electronically Processed updates:
Electronically Processed updates Statewide
Formula:
(Total database updates as specified under Disaggregation Reporting completed without errors in the
reporting period 7 Total database updates as specified under Disaggregation Reporting completed in
the reporting period) x 100
Exclusions:
Invalid starUstop dates/times.
Product Reporting:Standards:
Not applicable (Reported by database type)DB-2C-1 - Listings: Parity by design NOTE 1
Availability:Notes:
Available Qwest retail and Reseller CLECs are parity by design. Because
Facilities-based CLEC Electronically Submitted, Electronically
Processed cannot be separated out from Reseller CLECs they are
reported combined within this disaggregation.
Qwest Idaho SGA T Third Revised , Fourth Amended Exhibit B May 5, 2004 Page 79
Directory Assistance
DA-1 - Speed of Answer - Directory Assistance
Purpose:
Evaluates timeliness of customer access to Owest's Directory Assistance operators, focusing on how
long it takes for calls to be answered.
Description:
Measures the average time following first ring until a call is first picked up by the Owest agent/system
to answer Directory Assistance calls.
Includes all calls to Owest directory assistance during the reporting period.
Because a system (electronic voice) prompts for city, state, and listing requested before the actual
operator comes on the line, the first ring is defined as when the voice response unit places the call
into queue.
Measurements are taken by sampling calls from the network queue at 10-second intervals. A
count of calls in the queue is taken for every sampling event (10-second snapshot), and this count
is multiplied by 10 to get a measurement of waiting intervals.
Using this method, calls that enter the queue after a sample is taken but exit before the next
sample is taken are not counted , i., are effectively counted as a zero interval. However, this
situation is offset by calls that enter just prior to a sampling time, but exit before the next sampling
time, and which are counted as 10 seconds. The call intervals shorter than 10 seconds that are
counted as 10 seconds are offset by those calls shorter than 10 seconds that are not counted.
Reporting Period: One month Unit of Measure: Seconds
Reporting Comparisons: Results for Owest and Disaggregation Reporting:
all CLECs are combined.Sub-region applicable to state
Formula:
L:((Date and Time of Call Answer) - (Date and Time of First Ring)) -;- (Total Calls Answered by Center)
Exclusions: Abandoned Calls are not included in the total number of calls answered by the center.
Product Reporting: None Standard: Parity by design
Availability:Notes:
Available
Owest Idaho SGA T Third Revised, Fourth Amended Exhibit B May 5, 2004 Page 80
Operator Services
OS-1 - Speed of Answer - Operator Services
Purpose:
Evaluates timeliness of customer access to Owest's operators , focusing on how long it takes for calls
to be answered.
Description:
Measures the time following first ring until a call is answered by the Owest agent.
Includes all calls to Owest's operator services during the reporting period, subject to exclusions
specified below.
Measurements are taken by sampling calls from the network queue at 10-second intervals. A
count of calls in the queue is taken for every sampling event (10-second snapshot), and this count
is multiplied by 10 to get a measurement of waiting intervals.
Using this method, calls that enter the queue after a sample is taken but exit before the next
sample is taken are not counted, i.e., are effectively counted as a zero interval.However, this
situation is offset by calls that enter just prior to a sampling time, but exit before the next sampling
time, and which are counted as 10 seconds. The call intervals shorter than 10 seconds that are
counted as 10 seconds are offset by those calls shorter than 10 seconds that are not counted.
Reporting Period: One month Unit of Measure: Seconds
Reporting Comparisons: Owest and all CLECs Disaggregation Reporting:
are aggregated in a single measure.Sub-region applicable to state
Formula:
L((Date and Time of Call Answer) - (Date and Time of First Ring)) 7 (Total Calls Answered by Center)
Exclusions: Abandoned Calls are not included in the total number of calls answered by the center.
Product Reporting: None Standard:Parity by design
Availability:Notes:
Available
Owest Idaho SGA T Third Revised, Fourth Amended Exhibit B May 5, 2004 Page 81
Network Performance
NI-1 - Trunk Blocking
Purpose:
Evaluates factors affecting completion of calls from Owest end offices to CLEC end offices, compared with
the completion of calls from Owest end offices to other Owest end offices, focusing on average busy-hour
blocking percentages in interconnection or interoffice final trunks.
Description:
Measures the percentage of trunks blocking in interconnection and interoffice final trunks.
Includes blocking percentages on all direct final and alternate final interconnection and interoffice trunk
groups that are in service during the reportina period , subiect to exclusions specified below.
Reporting Period: One month Unit of Measure: Percent Blockage
Reporting Comparisons: Disaggregation Reporting: Statewide level.
CLEC aggregate Reports the percentage of trunks blocking in interconnection final trunks
individual CLEC, and reported by:Owest Interoffice trunk NI-1A Interconnection (LIS) trunks to Owest tandem offices , with TGSR-blocking results. related exclusions applied as specified below;
NI-1 B LIS trunks to Owest end offices , with TGSR-related exclusions
applied as specified below;
NI-1 C LIS trunks to Owest tandem offices, without TGSR-related
exclusions;
NI-1 D LIS trunks to other Owest end offices , without TGSR-related
exclusions.
Formula:
UI(Blockage in Final Trunk Group of Specified Type)x(Number of Circuits in Trunk Group)) + (Total Number
of Final Trunk Circuits in all Final Trunk GroupsH x 100
Explanation: Actual average percentage of trunk blockage is calculated by dividing the equivalent average
number of trunk circuits blocking by the total number of trunk circuits in final trunks of the type being
measured.
Exclusions:
For NI-1A and NI-1 B onl
Trunk groups, blocking in excess of one percent in the reporting period, for which:
- A Trunk Group Service Request (TGSR) NOTES 1 & 2 has been issued in the reporting period; or
CLECs do not submit, within 20 calendar days of receiving a TGSR:
a) Responsive ASRs (or have ASRs pending that are delayed for CLEC reasons NOTE
b) Trouble Reports; orc) Notification of traffic re-routing (as described in Note 1 below).
For NI-NI-1 B NI-and NI-1D:
Trunk groups, blocking in excess of one percent in the reporting period, for which Owest can identify, in
time to incorporate in the regular reporting of this measurement, the cause as being attributable to:
Trunk group out-of-service conditions arising from cable cuts , severe weather, or force majeure
circumstances;
The CLEC placing trunks in a "busy" condition;
Lack of interconnection facilities to fulfill LIS requests for which the CLEC did not provide a timely
forecast to Owest. (This portion of the exclusion is limited to being applied in (a) the month the LIS
requests could not be fulfilled, due to lack of facilities, and (b) each month thereafter up to the month
following facility availability OR uf, to five months after the month the LIS requests could not be
fulfilled, whichever is sooner NOT \ or
Isolated incidences of blocking, about which Owest provides notification to the CLEC, that (a) are
not recurring or persistent (affecting the same trunk groups), (b) do not warrant corrective action by
CLEC or Owest, and (c) thus, do not require an actionable TGSR.
Owest Idaho SGAT Third Revised, Fourth Amended Exhibit B May 5, 2004 Page 82
NI-1 - Trunk Blocking (Continued)
. Trunk groups recently activated that have not been in service for a full "20-high-day, busy hour" review
period.
Toll trunks , non-final trunks, and trunks that are not connected to the public switched network.
. One-way trunks originating at GLEG end offices.
. Qwest official services trunks, local interoffice operator and directory assistance trunks, and local
interoffice 911/E911 trunks.
Records with invalid product codes.
. Records missing data essential to the calculation of the measurement per the riD.
Product Reporting: Standards:LIS Trunks Where NI-1A::; 1%:
Where NI-1A" 1%:
Where NI-1B::; 1%:
Where NI-1B" 1%:
NI-1G and NI-1D:
Availability:
Available
1 %
Parity with Qwest Interoffice Trunks to tandems
1 %
Parity with Qwest Interoffice Trunks to end offices
Diagnostic NOTE
Notes:
1. Qwest uses TGSRs to notify GLEGs when trunk blocking exceeds standard thresholds or is
determined to be persistent. To respond properly to TGSRs, a GLEG must (a) submit
within 20 days ASRs to provide necessary trunk augmentations to avoid further blocking,
(b) notify Qwest within 20 days that it is initiating a Trouble Report where Qwest traffic
routing problems are causing the blocking referenced by the TGSR, or (c) notify Qwest that
the GLEG will undertake its own re-routing of traffic within 20 days to alleviate the blocking.
2. The TGSR-related exclusion is applied in the month in which the TGSR is issued and in
the month in which the above-specified 20-day response period ends. Thus, any trunk
group excluded in one month will not be excluded in the next month, unless there is (a) a
20-day period following a TGSR ends in that month , (b) there is another TGSR applicable
to the next month for the same trunk group or (c) an exception documented, in lieu of
issuing a subsequent TGSR, where the GLEG's response to the previous TGSR indicated
that, for its own reasons, it plans to take no action at any time to augment the trunk group.
3. GLEG delays are reflected by GLEG-initiated order supplements that move the due date
later.
a) Qwest-initiated due date delays, including supplements made pursuant to Qwest
requests to delay due dates, shall not be counted as GLEG delays in this
measurement.
b) Qwest-initiated due date changes to earlier dates that the GLEG does not meet shall
not be counted as a GLEG delay in this measurement unless the earlier dates were
mutually agreed-upon.
c) GLEG delays (e.
, "
customer not ready" in advance of a due date) that do not
contribute to a Qwest-established due date being missed shall not be counted as a
GLEG delay in this measurement.
4. The limitation on part (3) of this exclusion is intended to bound its applicability to a period
of time that treats the unforecasted ASR as if it were, in effect, the first forecast for the
facilities needed.
a) Given that forecast advance intervals are currently six months, this provision allows the
exclusion to apply for no longer than that period of time.
b) Nevertheless, this limitation to the exclusion also recognizes that facilities may become
available sooner and, if so, reduces the limitation accordingly. In that context, this
limitation recognizes that, absent a GLEG forecast, Qwest still retains a responsibility to
provide facilities for the ASR, although in a longer timeframe than for ASRs covered by
forecasts. NI-1G and NI-1 0 will be reported for information purposes only, with no
standard to be applied.
c) This limitation may change depending on the outcome of separate workshops dealing
with issues of interconnection forecasting.
5. NI-1G and NI-1 D will be reported for information purposes only, with no standard to be
applied.
Qwest Idaho SGAT Third Revised, Fourth Amended Exhibit B May 5, 2004 Page 83
NP-1 - NXX Code Activation
Purpose:
Evaluates the timeliness of Owest's NXX code activation prior to the LERG effective date or by the
revised" effective date, as set forth herein.
Description:
NP-1A: Measures the percentage of NXX codes activated in the reporting period that are actually
loaded and tested prior to the LERG effective date or the "revised" date, subject to exclusions
shown below.
NP-1 B: Measures the percentage of NXX codes activated in the reporting period that are delayed
beyond the LERG date or "revised" date due to Owest-caused Interconnection facility delays
subject to exclusions shown below. Included among activations counted as a Owest delay in
this sub-measurement are cases in which "6 codes" NOTE 1 associated with the Owest
interconnection facilities are provided late by Owest to the CLEC.
. Owest must receive complete and accurate routing information required for code activation, which
includes but is not limited to "6 codes" for all interconnection trunk groups associated with the
activation no less than 25 days prior to the LERG Due Date or Revised Due Date.
. The "revised" date, for purposes of this measurement, is a GLEG-initiated renegotiation of the
activation effective date that is no less than 25 days after Owest receives complete and accurate
routing information required for code activation, which includes but is not limited to "6 codes" for
all interconnection trunk groups associated with the activation.
. The NXX code activation notice is provided by the LERG (Local Exchange Routing Guide) to
Owes\.
. NXX code activation is defined as complete when all translations associated with the new NXX are
complete by 11 :59 p.m. of the day prior to the date identified in the LERG or the "revised" date (if
different than the LERG date).
The NXX code activation completion process includes testing, including calls to the test number
when provided.
Reporting Period: One month Unit of Measure: Percent
Reporting Comparisons: CLEC aggregate
individual GLEC and Owest Retail results.
Formula:
NP-1A = ((Number of NXX codes loaded and tested in the reporting period prior to the LERG effective
date or the "revised" date)
-;-
(Number of NXX codes loaded and tested in the reporting
period)J x 100
Disaggregation Reporting: Statewide.
NP-1 B = ((Number of NXX codes loaded and tested in the reporting period that were delayed past the
LERG effective date or "revised" date affected by Owest Interconnection Facility Delays)
-;-
(Number of NXX codes loaded and tested in the reporting period , including NXX codes
loaded and tested in the reporting period that were delayed past the LERG effective date or
the "revised" date due to Interconnection Facility Delays)) x 100
Exclusions:
NP-1A:
NXX code activations completed after the LERG date or "revised" date due to delays in the
installation of Owest provided interconnection facilities associated with the activations. NOTE 2
NP-1A and NP-1 B:
NXX codes with LERG dates or "revised" dates resulting in loading intervals shorter than
industry standard (currently 45 calendar days).
NXX codes where OWEST received complete and accurate routing information required for
code activations less than 25 days prior to the LERG due date or Revised due date.
Owest Idaho SGAT Third Revised, Fourth Amended Exhibit B May 5, 2004 Page 84
NP-1 - NXX Code Activation (continued)
Product Reporting: None Standards:
NP-1A: Parity
NP-1 B: Diagnostic
Availability:Notes:
Available 6 codes" are industry-standard
designators for local interconnection trunk
groups, consisting of 2 alpha letters and six
numeric digits.
Only Qwest-provided interconnection facilities
are noted in this exclusion, because delays
related to facilities provided by GLEGs or
others are accounted for by revising the due
date.
Qwest Idaho SGA T Third Revised, Fourth Amended Exhibit B May 5, 2004 Page 85
Collocation
CP-1 - Collocation Completion Interval
Purpose:
Evaluates the timeliness of Owest's installation of collocation arrangements for CLECs , focusing on the
averaqe time to complete such arrangements.
Description:
Measures the interval between the Collocation Application Date and Owest's completion of the
collocation installation.
Includes all collocations of types specified herein that are assigned a Ready for Service (RFS) date
by Owest and completed during the reporting period, subject to exclusions specified below.
Collocation types included are: physical cageless, rhysical caged, shared physical caged, physical-
line sharing, cageless-line sharing, and virtual. NOT 1
. The Collocation Application Date is the date Owest receives from the CLEC a complete and valid
application for collocation. In cases where the CLEC's collocation application is received by Owest
on a weekend or holiday, the Collocation Application Date is the next business day following the
weekend or holiday.
. Major Infrastructure Modifications include conditioning the collocation space , obtaining permits, and
installing DC power plant, standby generators, heating, venting or air conditioning equipment.
Completion of the collocation installation is the date on which the requested collocation arrangement
is Ready For Service as defined in the Definition of Terms section herein.
Establishment of RFS Dates: RFS dates are established according to intervals specified in
interconnection agreements. Where an interconnection agreement does not specify intervals , or
where the CLEC requests, RFS dates are established as follows:
Collocation Applications with Timely Quote Acceptance and, for Virtual Collocations, also
with Timely Equipment Ready - for collocation applications where the CLEC accepts the quote
in seven or fewer calendar days after the quote date and, for virtual collocations, where the CLEC
provides the equipment to be collocated to Owest 53 calendar days or less after the Collocation
Application Date, the RFS date shall be:
Forecasted Collocations: 90 calendar days after the Collocation Application Date for
collocations for which the CLEC provides a complete forecast to Owest 60 or more calendar
days in advance of the Collocation Application Date.
Unforecasted Collocations: 120 calendar days after the Collocation Application Date for
collocations for which the CLEC does not provide a forecast to Owest 60 or more calendar
days in advance of the Collocation Application Date.
Collocation Applications with Late Quote Acceptance and, for Virtual Collocations, also
with Timely Equipment Ready - for collocation applications where the CLEC accepts the quote
in eight or more calendar days after the quote date and , for virtual collocations, where the CLEC
provides the equipment to be collocated to Owest 53 calendar days or less after the Collocation
Application Date, the RFS date shall be:
Forecasted Collocations: 90 calendar days after the quote acceptance date for collocations
for which the CLEC provides a complete forecast to Owest 60 or more calendar days in
advance of the Collocation Application Date.
Unforecasted Collocations: 120 calendar days after the quote acceptance date for
collocations for which the CLEC does not provide a forecast to Owest 60 or more calendar
days in advance of the Collocation Application Date.
Virtual Collocation Applications with Timely Quote Acceptance and Late Equipment Ready
- for virtual collocation applications where the CLEC (1) accepts the quote in seven or fewer
calendar days after the quote date and (2) provides the equipment to be collocated to Owest
more than 53 calendar days after the Collocation Application Date, the RFS date shall be:
Forecasted Collocations : 45 calendar days after the equipment is provided to Owest, for
collocations for which the GLEC provides a complete forecast to Owest 60 or more calendar
days in advance of the Collocation Application Date.
Unforecasted Collocations: 75 calendar days after the equipment is provided to Owest, for
Owest Idaho SGAT Third Revised, Fourth Amended Exhibit B May 5, 2004 Page 86
CP-1 - Collocation Completion Interval (continued)
collocations for which the CLEC does not provide a forecast to Owest 60 or more calendar
days in advance of the Collocation Application Date.
Virtual Collocation Applications with Late Quote Acceptance and Late Equipment Ready-
for virtual collocation applications where the CLEC (1) accepts the quote in eight or more
calendar days after the quote date and (2) provides the equipment to be collocated to Owest
more than 53 calendar days after the Collocation Application Date, the RFS date shall be:
Forecasted Collocations: 45 calendar days after the equipment is provided to Owest, for
collocations for which the CLEC provides a complete forecast to Owest 60 or more calendar
days in advance of the Collocation Application Date.
Unforecasted Collocations: 75 calendar days after the equipment is provided to Owest, for
collocations for which the CLEC does not provide a forecast to Owest 60 or more calendar
days in advance of the Collocation Application Date.
All Collocations sica virtual forecasted or unforecasted uirin
Infrastructure Modifications: the later of (1) up to 150 calendar days (as specified in the quote)
after the Collocation Application Date, or (2) for virtual collocations, 45 days following the date
equipment to be collocated is provided to Owest for collocations in which Major Infrastructure
Modifications are required. Owest will provide to the CLEC, as part of the quotation, the need for
and the duration of, such extended intervals.
When a CLEC submits six (6) or more Collocation applications in a one-week period in any state,
completion intervals will be individually negotiated. These collocation arrangements will be
included in CP-
, -
1 B, or -1 C according to the interval criteria specified below for these
measurements.
Where there is a GLEe-caused delay, the RFS Date is rescheduled
. RFS dates may be extended beyond the above intervals for CLEC reasons, or for reasons beyond
Owest's control, but not for Owest reasons.
. Where CLECs do not accept the quote within thirty days of the quote date, the application is
considered expired.
CP-1 A Measures collocation installations for which the scheduled interval from Collocation
Application Date to RFS date is 90 calendar days or less.
CP-1 B Measures collocation installations for which the scheduled interval from Collocation
Application Date to RFS date is 91 to 120 calendar days.
CP-1 C Measures collocation installations for which the scheduled interval from Collocation
Application Date to RFS date is 121 to 150 calendar days.
Reporting Period: One month Unit of Measure: Calendar Days
Reporting Comparisons: CLEC aggregate and
individual CLEC results
Disaggregation Reporting: Statewide.
Formula: (for CP-, CP-1B and CP-1C)
~((Collocation Completion Date) - (Complete Application Date)) -7 (Total Number of Collocations
Completed in Reporting Period)
Owest Idaho SGAT Third Revised, Fourth Amended Exhibit B May 5, 2004 Page 87
CP-1 - Collocation Completion Interval (continued)
Exclusions:
. CP-1A: CLEC collocation applications with RFS dates yielding scheduled intervals longer than 90
calendar days from Collocation Application Date to RFS date.
. CP-1 B: CLEC collocation applications with RFS dates yielding scheduled intervals shorter than 91
calendar days or longer than 120 calendar days from Collocation Application Date to RFS date.
. CP-1C: CLEC collocation applications with RFS dates yielding scheduled intervals shorter than 121
calendar days or longer than 150 calendar days from Collocation Application Date to RFS date.
Cancelled or ex ired a
Product Reporting: None
lications.
Standards:
CP-1A: 90 calendar days
CP-1B: 120 calendar days
CP-1 C: 150 calendar da s
Availability:
Available
Notes:
1. Collocations covered by this measurement are central office related. As
additional types of central office collocation are defined and offered, they
will be included in this measurement. Non-central office-based types of
collocation (such as remote collocation and field connection points) will be
considered for either inclusion in this measurement, or in new, separate
measurements, after the terms , conditions, and processes for such
collocation types become finalized, accepted, mature (i.e., six months of
experience from first installations), and ordered in volumes warranting
re ortin i.e., consistentl more than two er month in an state).
Qwest Idaho SGAT Third Revised, Fourth Amended Exhibit B May 5, 2004 Page 88
CP-2 - Collocations Completed within Scheduled Intervals
Purpose:
Evaluates the extent to which Owest completes collocation arrangements for CLECs within the standard
intervals or intervals established in interconnection agreements.
Description:
Measures the percentage of collocation applications that are completed within standard intervals , including
intervals set forth in interconnection agreements.
Includes all collocations of types specified herein that are assigned a Ready for Service Date RFS date
Owest and that are completed within the reporting period , including those with GLEe-requested RFS dates
longer than the standard interval and those with extended RFS dates negotiated with the CLEC (including
supplemented collocation orders that extend the RFS date) subject to exclusions specified below.
Collocation types included are: physical ca~eless, physical caged, shared physical caged, physical-line
sharing, cageless-line sharing, and virtual. OTE 1
. The Collocation Application Date is the date Owest receives from the CLEC a complete and valid
application for collocation. In cases where the CLEC's collocation application is received by Owest on a
weekend or holiday, the Collocation Application Date is the next business day following the weekend or
holiday.
Major Infrastructure Modifications are defined as conditioning the collocation space, obtaining permits, and
installing DC power plant, standby generators, heating, venting or air conditioning equipment.
. A collocation arrangement is counted as met under this measurement if its RFS date is met.
Establishment of RFS Dates : RFS dates are established as follows, except where interconnection
agreements require different intervals, in which case the intervals specified in the interconnection
agreements apply:
Collocation Applications with Timely Quote Acceptance and, for Virtual Collocations, also with
Timely Equipment Ready - for collocation applications where the CLEC accepts the quote in seven
or fewer calendar days after the quote date and , for virtual collocations, where the CLEC provides the
equipment to be collocated to Owest 53 calendar days or less after the Collocation Application Date
the RFS date shall be:
Forecasted Collocations : 90 calendar days after the Collocation Application Date for physical
collocations for which the CLEC provides a complete forecast to Owest 60 or more calendar days
in advance of the Collocation Application Date.
Unforecasted Collocations : 120 calendar days after the Collocation Application Date for physical
collocations for which the CLEC does not provide a forecast to Owest 60 or more calendar days in
advance of the Collocation Application Date.
Collocation Applications with Late Quote Acceptance and, for Virtual Collocations, also with
Timely Equipment Ready - for collocation applications where the CLEC accepts the quote in eight or
more calendar days after the quote date and, for virtual collocations, where the CLEC provides the
equipment to be collocated to Owest 53 calendar days or less after the Collocation Application Date
the RFS date shall be:
Forecasted Collocations: 90 calendar days after the quote acceptance date for collocations for
which the CLEC provides a complete forecast to Owest 60 or more calendar days in advance of the
Collocation Application Date.
Unforecasted Collocations: 120 calendar days after the quote acceptance date for collocations
for which the CLEC does not provide a forecast to Owest 60 or more calendar days in advance of
the Collocation Application Date.
Virtual Collocation Applications with Timely Quote Acceptance and Late Equipment Ready - for
virtual collocation applications where the CLEC (1) accepts the quote in seven or fewer calendar days
after the quote date and (2) provides the equipment to be collocated to Owest more than 53 calendar
days after the Collocation Application Date, the RFS date shall be:
Forecasted Collocations: 45 calendar days after the equipment is provided to Owest, for
collocations for which the CLEC provides a complete forecast to Owest 60 or more calendar days
in advance of the Collocation Application Date.
Unforecasted Collocations: 75 calendar days after the equipment is provided to Owest, for
collocations for which the CLEC does not provide a forecast to Owest 60 or more calendar days in
advance of the Collocation Application Date.
Virtual Collocation Applications with Late Quote Acceptance and Late Equipment Ready - for
Owest Idaho SGAT Third Revised, Fourth Amended Exhibit B May 5, 2004 Page 89
CP-2 - Collocations Completed within Scheduled Intervals (continued)
virtual collocation applications where the CLEC (1) accepts the quote in eight or more calendar days
after the quote date and (2) provides the equipment to be collocated to Owest more than 53 calendar
days after the Collocation Application Date, the RFS date shall be:
Forecasted Collocations: 45 calendar days after the equipment is provided to Owest, for
collocations for which the CLEC provides a complete forecast to Owest 60 or more calendar days
in advance of the Collocation Application Date.
Unforecasted Collocations: 75 calendar days after the equipment is provided to Owest, for
collocations for which the CLEC does not provide a forecast to Owest 60 or more calendar days in
advance of the Collocation Application Date.
All Collocations sical virtual forecasted or unforecasted uirin or Infrastructure
Modifications: the later of (1) up to 150 calendar days (as specified in the quote) after the Collocation
Application Date, or (2) for virtual collocations, 45 calendar days following the date equipment to be
collocated is provided to Owest for collocations in which Major Infrastructure Modifications are
required. Owest will provide to the CLEC, as part of the quotation , the need for, and the duration of
such extended intervals.
. When a CLEC submits six (6) or more Collocation applications in a one-week period in any state
completion intervals will be individually negotiated. These collocation arrangements will be included in
CP-
, -
, or -2C according to the criteria specified below for these measurements.
. Where there is a GLEe-caused delay, the RFS Date is rescheduled.
. Where CLECs do not accept the quote within thirty calendar days of the quote date, the application is
considered expired.
CP-Forecasted Collocations: Measures collocation installations for which CLEC provides a forecast
to Owest 60 or more calendar days in advance of the Collocation Application Date.
CP-Non-Forecasted and Late Forecasted Collocations: Measures collocation installations for
which CLEC does not provide a forecast to Owest 60 or more calendar days in advance of the
Collocation Application Date.
CP-All Collocations requiring Major Infrastructure Modifications and Collocations with
intervals longer than 120 days: Measures all collocation installations requiring Major
Infrastructure Modifications and collocations for which the RFS date is more than 120 calendar
days after the Collocation Application Date.
Reporting Period: One month
I Unit of Measure: Percent
Disaggregation Reporting: Statewide level.Reporting Comparisons: CLEC aggregate and
individual CLEC results
Formula: (for CP-, CP-2B and CP-2C)
((Count of Collocations for which the RFS is met) -7 (Total Number of Collocations Completed in the Reporting
Period)) x 100
Exclusions:
. RFS dates missed for reasons beyond Owest's control.
Cancelled or expired requests.
Product Reporting: None Standards:
CP-2A & -2B: 90%
CP-2C: 90%
Owest Idaho SGA T Third Revised, Fourth Amended Exhibit B May 5, 2004 Page 90
CP-2 - Collocations Completed within Scheduled Intervals (continued)
Availability:
Available
Notes:1. Collocations covered by this measurement are central office related. As
additional types of central office collocation are defined and offered, they will
be included in this measurement. Non-central office-based types of
collocation (such as remote collocation and field connection points) will be
considered for either inclusion in this measurement, or in new, separate
measurements, after the terms , conditions, and processes for such
collocation types become finalized, accepted, mature (i.e., six months of
experience from first installations), and ordered in volumes warranting
re ortin i., consistent! more than two er month in an state).
Qwest Idaho SGA T Third Revised , Fourth Amended Exhibit B May 5 , 2004 Page 91
CP-3 - Collocation Feasibility Study Interval
Purpose:
Evaluates the timeliness of the Qwest sub-process function of providing a collocation feasibility study
to the CLEC.
Description:
Measures average interval to respond to collocation studies for feasibility of installation.
Includes feasibility studies, for collocations of types specified herein that are completed in the
reporting period, subject to exclusions specified below. Collocation types included are: physical
cageless , ~hysical caged, shared physical caged, physical-line sharing, cageless-line sharing, and
virtual. NOT
Interval begins with the Collocation Application Date and ends with the date Qwest completes the
Feasibility Study and provides it to the CLEC.
The Collocation Application Date is the date Qwest receives from the CLEC a complete
application for collocation. In cases where the CLEC's application for collocation is received by
Qwest on a weekend or holiday, the Collocation Application Date is the next business da
following the weekend or holiday.
Reporting Period: One month Unit of Measure: Calendar Days
Reporting Comparisons: CLEC aggregate and Disaggregation Reporting: Statewide level.
individual CLEC results
Formula:
1:((Date Feasibility Study provided to CLEC) - (Date Qwest receives CLEC request for Feasibility
Study)) -;- (Total Feasibility Studies Completed in the Reporting Period)
Exclusions:
CLEC-caused delays of, or CLEC requests for feasibility study completions resulting in greater
than ten calendar days from Collocation Application Date to scheduled feasibility study completion
date.
Product Reporting: None Standard:10 calendar days or less
Availability:Notes:
Available Collocations covered by this measurement are central office related.
As additional types of central office collocation are defined and
offered, they will be included in this measurement. Non-central
office-based types of collocation (such as remote collocation and
field connection points) will be considered for either inclusion in this
measurement, or in new, separate measurements, after the terms,
conditions, and processes for such collocation types become
finalized, accepted, mature (Le., six months of experience from first
installations), and ordered in volumes warranting reporting (Le.,
consistently more than two per month in any state).
Qwest Idaho SGA T Third Revised, Fourth Amended Exhibit B May 5, 2004 Page 92
CP-4 - Collocation Feasibility Study Commitments Met
Purpose:
Evaluates the degree that Qwest completes the sub-process function of providing a collocation
feasibility study to the CLEC as committed.
Description:
Measures the percentage of collocation feasibility studies for installations that are completed within the
Scheduled Interval
The Scheduled Interval is ten calendar days from the Collocation Application Date or, if
interconnection agreements call for different intervals, within intervals specified in the agreements
or if otherwise delayed by the CLEC , the interval resulting from the delay.
Includes all feasibility studies for collocations of types specified herein, that are completed in the
reporting period. Collocation types included are: physical cageless, physical caged, shared
physical caged, physical-line sharing, cageless-line sharing, and virtual. NOTE 1
Considers the interval from the Collocation Application Date to the date Qwest completes the
Feasibility Study and provides it to the CLEC.
The Collocation Application Date is the date Qwest receives from the CLEC a complete
application for collocation. In cases where the CLEC's application for collocation is received by
Qwest on a weekend or holiday, the Collocation Application Date is the next business da
following the weekend or holiday.
Subject to superceding terms in the CLEC's interconnection agreement, when a CLEC submits six
(6) or more Collocation applications in a one-week period in any state, feasibility study intervals
will be individually negotiated and the resulting intervals used instead of ten calendar days in this
measurement.
Reporting Period: One month Unit of Measure: Percent
Reporting Comparisons: CLEC aggregate Disaggregation Reporting: Statewide level.
and individual CLEC results
Formula:
((Total Applicable Collocation Feasibility studies completed within Scheduled Intervals) 7 (Total
applicable Collocation Feasibility studies completed in the reporting period)) x 100
Exclusions: None
Product Reporting: None Standard:90 percent or more
Availability:Notes:
Available Collocations covered by this measurement are central office
related. As additional types of central office collocation are
defined and offered, they will be included in this measurement.
Non-central office-based types of collocation (such as remote
collocation and field connection points) will be considered for
either inclusion in this measurement, or in new, separate
measurements, after the terms, conditions, and processes for
such collocation types become finalized, accepted, mature (i.e.,
six months of experience from first installations), and ordered in
volumes warranting reporting (i.e., consistently more than two
per month in any state).
Qwest Idaho SGAT Third Revised, Fourth Amended Exhibit B May 5, 2004 Page 93
DEFINITION OF TERMS
Application Date (and Time) - The date (and time) on which Owest receives from the CLEC a
complete and accurate local service request (LSR) or access service request (ASR) or retail order
subject to the following:
For the following types of requests/orders, the application date (and time) is the start of the next
business day:
(1) LSRs and ASRs received after 3:00PM MT for Designed Services and Local Number
Portability (except non-designed, flow-through LNP).
(2) Retail orders received after 3:00 PM local time for Designed Services.
(3) LSRs received after 7:00PM MT for POTS Resale (Residence and Business), Non-Design
Resale Centrex, non-designed UNE-, Unbundled Loops, and non-designed, flow-through
LNP.
(4) Retail orders for comparable non-designed services cannot be received after closing time, so
the cutoff time is essentially the business office closing time.
For all types of orders that are received from Friday at 7:00 PM MT through Sunday, or on
holidays, and do not flow through, the application date (and time) is the next, non-weekend
business day.
Automatic Location Information (All) - The feature of E911 that displays at the Public Safety
Answering Point (PSAP) the street address of the calling telephone number. This feature requires a
data storage and retrieval system for translating telephone numbers to the associated address. All
may include Emergency Service Number (ESN), street address, room or floor, and names of the
enforcement, fire and medical agencies with jurisdictional responsibility for the address. The
Management System (E911) database is used to update the Automatic E911 Location Information
databases.
Bill Date - The date shown at the top of the bill, representing the date on which Owest begins to
close the bill.
Blocking - Condition on a telecommunications network where, due to a maintenance problem or an
traffic volumes exceeding trunking capacity in a part of the network, some or all originating or
terminating calls cannot reach their final destinations. Depending on the condition and the part of the
network affected, the network may make subsequent attempts to complete the call or the call may be
completely blocked. If the call is completely blocked, the calling party will have to re-initiate the call
attempt.
Business Day - Workdays that Owest is normally open for business. Business Day = Monday
through Friday, excluding weekends and Owest published Holidays including New Year s Day,
Memorial Day, July 4 , Labor Day, Thanksgiving and Christmas. Individual measurement definitions
may modify (typically expanding) this definition as described in the Notes section of the measurement
definition.
Cleared Trouble Report - A trouble report for which the trouble has been cleared, meaning the
customer is "back in service
Closed Trouble Report - A trouble report that has been closed out from a maintenance center
perspective , meaning the ticket is closed in the trouble reporting system following repair of the
trouble.
Code Activation (Opening) - Process by which new NPAlNXXs (area code/prefix) is defined,
through software translations to network databases and switches, in telephone networks. Code
activation (openings) allow for new groups of telephone numbers (usually in blocks of 10,000) to be
made available for assignment to an ILEC's or CLEC's customers, and for calls to those numbers to
be passed between carriers.
Common Channel Signaling System 7 (CCSS7) - A network architecture used to for the exchange
of signaling information between telecommunications nodes and networks on an out-of-band basis.
Information exchanged provides for call set-up and supports services and features such as CLASS
and database query and response.
Common Transport - Trunk groups between tandem and end office switches that are shared by
more than one carrier, often including the traffic of both the ILEC and several CLECs.
Completion - The time in the order process when the service has been provisioned and service is
available.
Owest Idaho SGAT Third Revised, Fourth Amended Exhibit B May 5, 2004 Page 94
DEFINITION OF TERMS (continued)
Completion Notice - A notification the ILEC provides to the CLEC to inform the CLEC that the
requested seNice order activity is complete.
Coordinated Customer Conversion u Orders that have a due date negotiated between the ILEC
the CLEC, and the customer so that work activities can be performed on a coordinated basis under
the direction of the receiving carrier.
Customer Requested Due Date - A specific due date requested by the customer which is either
shorter or longer than the standard inteNal or the interval offered by the ILEC.
Customer Trouble Reports - A report that the carrier providing the underlying seNice opens when
notified that a customer has a problem with their seNice. Once resolved, the disposition of the
trouble is changed to closed.
Dedicated Transport - A network facility reseNed to the exclusive use of a single customer, carrier
or pair of carriers used to exchange switched or special , local exchange, or exchange access traffic.
Delayed Order - An order which has been completed after the scheduled due date and/or time.
Directory Assistance Database - A database that contains subscriber records used to provide live
or automated operator-assisted directory assistance. Including 411 555-1212, NPA-555-1212.
Directory Listings - Subscriber information used for DA and/or telephone directory publishing,
including name and telephone number, and optionally, the customer s address.
DS-O - Digital SeNice Level O. Service provided at a digital signal speed commonly at 64 kbps, but
occasionally at 56 kbps.
DS-1 - Digital Service Level 1. Service provided at a digital signal speed of 1.544 Mbps.
DS-3 - Digital Service Level 3. Service provided at a digital signal speed of 44.736 Mbps.
Due Date - The date provided on the Firm Order Confirmation (FOC) the ILEC sends the CLEC
identifying the planned completion date for the order.
End Office Switch - A switch from which an end users ' exchange services are directly connected
and offered.
Final Trunk Groups - Interconnection and interoffice trunk groups that do not overflow traffic to
other trunk groups when busy.
Firm Order Confirmation (FOC) - Notice the ILEC sends to the CLEC to notify 'the CLEC that it has
received the CLECs service request, created a service order, and assigned it a due date.
Flow-Through -The term used to describe whether a LSR electronically is passed from the OSS
interface system to the ILEC legacy system to automatically create a seNice order. LSRs that do not
flow through require manual inteNention for the seNice order to be created in the ILEC legacy
system.
Interval Zone 1/Zone 2 - InteNal Zone 1 areas are wire centers for which Owest specifies shorter
standard service inteNals than for InteNal Zone 2 areas.
Installation - The activity performed to activate a service.
Installation Troubles - A trouble, which is identified after service order activity and installation, has
completed on a customer s line. It is likely attributable to the seNice activity (within a defined time
period).
Interconnection Trunks - A network facility that is used to interconnect two switches generally of
different local exchange carriers
Inward Activity - Refers to all orders for new or additional lines/circuits. For change order types
additional lines/circuits consist of all C orders with "I" and 'T' action coded line/circuit USOCs that
represent new or additional lines/circuits , including conversions from retail to CLEC and CLEC.to
CLEC.
Jeopardy - A condition experienced in the seNice provisioning process which results potentially in
the inability of a carrier to meet the committed due date on a service order
Jeopardy Notice - The actual notice that the ILEC sends to the CLEC when a jeopardy has been
identified.
lack of Facilities - A shortage of cable facilities identified after a due date has been committed to a
customer, including the CLEC. The facilities shortage may be identified during the inventory
assignment process or during the service installation process , and typically triggers a jeopardy.
local Exchange Routing Guide (LERG) - A Bellcore master file that is used by the telecom
industry to identify NPA-NXX routing and homing information , as well as network element and
equipment designations. The file also includes scheduled network changes associated with activity
within the North American Numbering Plan (NANP).
local Exchange Traffic - Traffic originated on the network of a LEC in a local calling area that
terminates to another LEC in a local calling area.
Owest Idaho SGA T Third Revised, Fourth Amended Exhibit B May 5, 2004 Page 95
DEFINITION OF TERMS (continued)
Local Number Portability (formerly defined under Permanent Number Portability and also
known as - Long Term Number Portability) - A network technology which allows end user
customers to retain their telephone number when moving their service between local service
providers. This technology does not employ remote call forwarding, but actually allows the
customer s telephone number to be moved and redefined in the network of the new service provider.
The activity to move the telephone number is called "porting.
, Local Service Request (LSR) - Transaction sent from the CLEC to the ILEC to order services or to
request a change(s) be made to existing services.
MSAlNon-MSA - Metropolitan Statistical Area is a government defined geographic area with a
population of 50 000 or greater. Non-Metropolitan Statistical Area is a government defined
geographic area with population of less than 50 000. Owest depicts MSA Non-MSA based on NPA
NXX. Where a wire center is predominantly within an MSA, all lines are counted within the MSA.
Mechanized Bill - A bill that is delivered via electronic transmission.
NXX, NXX Code or Central Office Code - The three digit switch entity indicator that is defined by
the "
, "
, and "F" digits of a 10-digit telephone number within the NANP. Each NXX Code
contains 10 000 station numbers.
Plain Old Telephone Service (POTS) - Refers to basic 2-wire, non-complex analog residential and
business services. Can include feature capabilities (e., CLASS features).
Projects - Service requests that exceed the line size and/or level of complexity which would allow for
the use of standard ordering and provisioning processes. Generally, due dates for projects are
negotiated, coordination of service installations/changes is required and automated provisioning may
not be practical.
Query Types - Pre-ordering information that is available to a CLEC that is categorized according to
standards issued by OBF and/or the FCC.
Ready For Service (RFS) - The status achieved in the installation of a collocation arrangement
when all "operational" work has been completed. Operational work consists of the following as
applicable to the particular type of collocation:
. Cage enclosure complete;
. DC power is active (including fuses available, BDFB (Battery Distribution Fuse Board) in place
and cables between the CLEC and power terminated);
Primary AC outlet in place;
Cable racking and circuit terminations are complete (e.g. fiber jumpers placed between the
Outside Plant Fiber Distribution Panel and the Central Office Fiber Distribution Panel serving the
CLEG). and
The following items complete, subject to the CLEG having made required payments to Owest
(e.g., final payment): (If the required CLEG payments have not been made , the following items
are not required for RFS):
Key turnover made available to CLEC.
APOT/CFA complete, as defined/required in the GLEG's interconnection agreement
and
Basic telephone service and other services and facilities complete , if ordered by GLEG in
time to be provided on the scheduled RFS date (per Owest's published standard installation
intervals for such telephone service).
Ready for Service Date (RFS date) - The due date assigned to a collocation order (typically
determined by regulatory rulings, contract terms, or negotiations with CLEC) to indicate when
collocation installation is scheduled to be ready for service, as defined above.
Reject - A status that can occur to a GLEG submitted local service request (LSR) when it does not
meet certain criteria. There are two types of rejects: (1) syntax, which occur if required fields are not
included in the LSR; and (2) content, which occur if invalid data is provided in a field. A rejected
service request must be corrected and re-submitted before provisioning can begin.
Repeat Report - Any trouble report that is a second (or greater) report on the same telephone
number/circuit ID and at the same premises address within 30 days. The original report can be any
category, including excluded reports, and can carry any disposition code.
Service Group Type - The designation used to identify a category of similar services
, .
, UNE
loops.
Service Order - The work order created and distributed in ILEGs systems and to ILEG work groups
in response to a complete, valid local service request.
Owest Idaho SGAT Third Revised , Fourth Amended Exhibit B May 5 , 2004 Page 96
DEFINITION OF TERMS (continued)
Service Order Type - The designation used to identify the major types of provisioning activities
associated with a local service request.
Standard Interval - The interval that the ILEG publishes as a guideline for establishing due dates for
provisioning a service request. Typically, due dates will not be assigned with intervals shorter than
the standard. These intervals are specified by service type and type of service modification
requested. ILECs publish these standard intervals in documents used by their own service
representatives as well as ordering instructions provided to CLECs in the Qwest Standard Interval
Guidelines.
Subsequent Reports - A trouble report that is taken in relation to a previously-reported trouble prior
to the date and time the initial report has a status of "closed.
Tandem Switch - Switch used to connect and switch trunk circuits between and among Central
Office switches.
Time to Restore - The time interval from the receipt, by the ILEG, of a trouble report on
customer s service to the time service is fully restored to the customer.
Unbundled Network Element - Platform (UNE-P) - Combinations of network elements, including
both new and conversions, involving POTS (i., basic services providing dial tone).
Unbundled Loop - The Unbundled Loop is a transmission path between a Qwest Central Office
Distribution Frame, or equivalent, and the Loop Demarcation Point at an end user premises. Loop
Demarcation Point is defined as the point where Qwest owned or controlled facilities cease, and
CLEC, end user, owner or landlord ownership of facilities begins.
Usage Data - Data generated in network nodes to identify switched call data on a detailed or
summarized basis. Usage data is used to create customer invoices for the calls.
Qwest Idaho SGAT Third Revised , Fourth Amended Exhibit B May 5, 2004 Page 97
GLOSSARY OF ACRONYMS
ACRONYM DESCRIPTION
ACD Automatic Call Distributor
ADSL Asymmetric Digital Subscriber Line
All Automatic Line Information (for 911/E911 systems)
ASR Service Request (processed via Exact system)
BRI Basic Rate Interface (type of ISDN service)
CABS Carrier Access Billing System
CKT Circuit
CLEC Competitive Local Exchange Carrier
Central Office
CPE Customer Premises Equipment
CRrS Customer Record Information System
CSR Customer Service Record
Directory Assistance
Decibel
Database
DSO Digital Service 0
DS1 Digital Service 1
DS3 Digital Service 3
E911 MS E911 Management System
EAS Extended Area Service
EB-Electronic Bonding - Trouble Administration
EDI Electronic Data Interchange
EELS Enhanced Extended Loops
EmerQency Services (for 911/E911 )
FOC Firm Order Confirmation
GUI Graphical User Interface
HDSL High-Bit-Rate Digital Subscriber Line
HICAP High Capacity Digital Service
IEC Interexchange Carrier
ILEC Incumbent Local Exchange Carrier
INP Interim Number Portability
IOF Interoffice Facilities (refers to trunk facilities located between
Qwest central offices)
ISDN Integrated Services Digital Network
IMA Interconnect Mediated Access
LATA Local Access Transport Area
LERG Local Exchange Routing Guide
LlDB Line Identification Database
LIS Local Interconnection Service Trunks
LNP Long Term Number Portability
LSR Local Service Request
, T Service Order Types - - N (new), T (to or transfer), C
(change)
NANP North American Numberinq Plan
NDM Network Data Mover
NPAC Number Portability Administration Center
NXX Telephone number prefix
OBF Ordering and Billing Forum
Qwest Idaho SGA T Third Revised, Fourth Amended Exhibit B May 5, 2004 Page 98
GLOSSARY OF ACRONYMS (continued)
ACRONYM DESCRIPTION
OOS Out of service (type of trouble condition)
OSS Operations Support Systems
PBX Private Branch Exchange
PON Purchase Order Number
POTS Plain Old Telephone Service
PRI Primary Rate Interface (type of ISDN service)
RFS Ready for Service (refers to collocation installations)
SIA SAAFE (Strategic Application Architecture Framework and
Environment) Information Access
SOP Service Order Processor
SOT Service Order Type
SS7 Signaling System 7
STP Signaling Transfer Point
Telephone Number
UDIT Unbundled Dedicated Interoffice Transport
UNE Unbundled Network Element
UNE-Unbundled Network Element - Platform
VRU Voice Response Unit
WFA Work Force Administration
XDSL (x) Digital Subscriber Line. (The "" prefix refers to DSL
generically. An "" replaced by an "A" refers to Asymmetric
DSL, and by an "H" refers to High-bit-rate OSlo)
Qwest Idaho SGAT Third Revised, Fourth Amended Exhibit B May 5, 2004 Page 99
Qwest
Spirit of Service
Service Performance Indicator Definitions (PID)
14-State 271 PID Version 6.07.
QWEST'S SERVICE PERFORMANCE INDICATOR DEFINITIONS (PID)
14-State 271 Pin Version 6.0
Introduction
Owest will report performance results for the service performance indicators defined herein. Owest 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 Owest'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 Owest'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 mav sDecifv and aDDly state
sDecific variations from the Performance Measure definitions and/or standards contained herein.
Owest Idaho SGAT Third Revised Exhibit B Fourth~F9 rovisionAmended Exhibit B
Page i
Febru3ry 17Mav 5 , 2004
Qwest's Service Periormance Indicator Definitions
Table of Contents
ELECTRONIC GATEWAY AVAILABILITY............ .......
.......... ..... ....."........................... .......
GA-1 - Gateway Ayailability - IMA-GU I....................... ....................................................... 1
GA-2 - Gateway Availability - I MA-EDI ......................................... ..................................... 2
GA-3 - Gateway Availability - EB- T A...
........ ........ ...... ......... ......... ...............
............... ........ 3
GA-4 - System Availabilitv - EXACT..................................................................................
GA-6 - Gateway Availability - GUI -- Repair ..................................................--.................. 5
GA-7 - Timely Outaae Resolution followina Software Releases ........................................ 6
PRE-ORDER/ORDER """"""""""""".""'."""""""""'"..............................,."......,............ 7
PO-1 - Pre-Order/Order Resoonse Times.......................................................................... 7
PO-2 - Electronic Flow-throuah........................................................................................
PO-3 - LSR Reiection Notice IntervaL......--.............................--....................................... 12
PO-4 - LSRs Reiected... ...................................................................................................
PO-5 - Firm Order Confirmations (FOCs) On Time.......................................................... 14
PO-6 - Work Comoletion Notification Timeliness .............................................................
PO-7 - Billina Comoletion Notification Timeliness ............................................................
PO-8 - Jeopardv Notice Interval..... ....... ........ .......... ....... ......... ....... ........ ....... ......... .......... 2Q
PO-9 - Timely Jeopardy Notices..... ........ ........ ....... ........ ........ ........ ........ ........ ........ .......... 21
PO-15 - Number of Due Date Chanaes per Order ...................................................--...... 23
PO-16 - Timely Release Notifications.. ......................................................................... 24
PO-19 - Stand-Alone Test Environment (SATE) Accuracy.............................................. 26
ORD ERING AN D PROVISION I N G
.................... ........
......................................................... 29
OP-2 - Calls Answered within Twenty Seconds - Interconnect Provisionina Center ....... 29
OP-3 - Installation Commitments Met m"""""""""""""""""",--""""--""""...m""""",, 30
OP-4 -Installation Interval.......................................... .....................................................
OP-5 - New Service Ouality .............................................................................................
OP-6 - Delayed Days "...... ..--... ......... ........ ........ ........
........ ........ ....... ....... ....."... ........ .......
OP-7 - Coordinated "Hot Cut" Interval - Unbundled Loop................................................
OP-8 - Number Portability Timeliness............... ............... ................................................
OP-13 - Coordinated Cuts On Time - Unbundled Looo................................................... 46
OP-15 - Interval for Pendina Orders Delayed Past Due Date ..........................................48
OP-17 - Timeliness of Disconnects associated with LNP Orders.....................................
MAINTENANCE AND REPAIR ....,....................,..................................................,..............
MR-2 - Calls Answered within 20 Seconds - Interconnect Reoair Center ....................". 53
MR-3 - Out of Service Cleared within 24 Hours ...............................................................
MR-4 - All Troubles Cleared within 48 hou rs.............. ........ ................. ....................... ...... 56
MR-5 - All Trou bles Cleared within 4 hours...................................................................... 58
MR-6 - Mean Time to Restore.......................................................................................... 60
MR-7 - Reoair Reoeat Reoort Rate..................................................................................
MR-8 - Trouble Rate ........................................................................................................ 67
MR-9 - Reoair Apoointments Met.....................................................................................
MR-10 - Customer and Non-Owest Related Trouble Reoorts..........................................
MR-11 - LNP Trouble Reoorts Cleared within 24 Hours ..................................................
81 LLING
.......................................... ................. ........ ...... ......... ......... ........
........................... 75
BI-1 - Time to Provide Recorded Usaae Records ............................................................
Qwest Idaho SGAT Third Revised Exhibit 8 FourthJ
'"
rovisionAmended Exhibit B Febru3ry 1 7Mav 5, 2004
Page ii
Table of Contents (continued)
81-2 -Invoices Delivered within 10 Davs.......................................................................... 76
81-3 - 8illina Accu racv - Adjustments for Errors.......................................... """""""""" 77
81-4 - 8illina Comoleteness................................
;.............................................................
DATABASE UPDATES...................................................................................................... 79
D8-1 - Time to Uodate Databases................................. .................................................. 79
D8-2 - Accurate Database Uodates
........ ....... ........ ......... ........ .............. ...... .......... ...........
DIRECTORY ASSISTANCE.................... ................................. .......... .................................
DA-1 - 8oeed of Answer - Directorv Assistance.............................................................. 82
OPERATOR SERVICES .. ...........................
~..................................................... ..................
08-1 - Soeed of Answer - Ooerator Services .................................................................
NETWORK PERFORMANCE .............................................................................................
NI-1 - Trunk 81ockina .......................................................................................................
NP-1 - NXX Code Activation ..................................:......................................................... 86
COLLOCATION ......................... .........
""""""""""""""""",.."".""" ................................
CP-1 - Collocation Comoletion Interval....................;....................................................... 88
CP-2 - Collocations Com Dieted within Scheduled Intervals ......................---....................
CP-3 - Collocation Feasibility Study Interval.................................................................... 94
CP-4 - Collocation Feasibility Study Commitments Met................................................... 95
DEFINITION OF TERMS .....................................................................................................
GLOSSARY OF ACRONYMS ...........................................................................................100
ELECTRONIC GA TEW A. Y l\ V 1\1 LABI LlTY ................. ................. ......... """"""""""""'.""" 1
GA 1 G:JteIN:JY /\v:Jil:Jbility IM/\ GUI.............................................................................. 1
GA 2 G:Jtew3Y:'\'.'3ibbility 1M/' EDI.............................................................................. 2G/\ 3 G:Jtew:JY /\'v':Jibbility EB T/\ .............................................:................................... 3G/\ 1 System /\v:Jibbility EXACT................................................................................. .G/\ 6 G:Jtew:JY /\'.':Jil:Jbility GUI Rep:Jir ...................................................................... 5G/\ 7 Timely Out:Jge Resolution foliolNing SOftW3ro Rele:Jsos ........................................ 6
PRE ORDER/ORDER ...........................................................................................................
PO Pre Order/Order Recponce Timec.......................................................................... 7
PO 2 Electronic FlolN through ........................................................................................ 10
PO 3 LSR Rejection Notice Interv31............................................................................... 12
PO 1 LSRs Rejected......................................................................................................
PO 5 Firm Order Confirm:Jtions (FOCs) On Time..........................................................
PO 6 Work Completion Notific:Jtion Timelinecc ............................................................. 17
PO 7 8illing Completion Notific3tion Timeliness .............................."............................ 18
PO 8 Jeop3rdy Notice Interv31... ........ ........ ........ ........ ......... ....... ................ ........ ............ 20
PO 9 Timely Jeop:Jrdy Notices ......................................................................................
PO 10 LSR /\ccount:Jbility .............................................................................................
PO 15 Number of Due D3te Ch:Jngec per Order ...........................................................
PO 16 Timely Rele3se Notific3tions........................................................................... 21
PO 19 St:Jnd Alone Test Environment (SATE) /\ccur3cy ..............................................
ORDERING AN D PRO'lISIONING .......................................................................... ...........
OP 2 C311s /\ns'Nered v.'ithin TINenty Seconds Interconnect Provisioning Center .......
OP 3 I nst3113tion Commitmentc Met.......... ........ ........... ............"
........
""""""""""""'" 28
OP 1 Im:t3lbtion I nterv31.... .......... ........ ....... ........ ......... ................ ........ ....... ...... ............. 31
OP 5 NC'.'Service Qu:Jlity ............................................................................................. 31
OP 6 Del:Jyed D3Ys ....................................................................................................... 39
OP 7 Coord in3ted "Hot Cut" Interv31 Unbundled Loop....... ............... ............... .......... .
Qwest Idaho SGAT Third Revised Exhibit FourthJ
'"
rcvisionAmended Exhibit B Fcbru:3ry 17Mav 5, 2004
Table of Contents (continued)
OP 8 Numbor Port3bility Timeliness................................. ............................................ ."13
OP 13 Coordin3ted Cutc On Time Unbundled Loop................................................... "1"1
OP 15 Interv31 for Pending Orders Del3yed P3St Due D3te .........................................."16
OP 17 Timeliness of Disconnects 3ssoci3ted with LNP Orders..................................... "19
Ml\1 NTENJ\NCE AND REPAIR .............................. ................................. ..................... .......
MR 2 C311s l\ns'Nered within 20 Seconds Interconnect Rep3ir Center ....................... 51
MR 3 Out of Service Cle3red 'Nithin 2"1 Hourc ............................................................... 52
MR "1 1\11 Troubles Cle3red within "18 hours.................................................................... 5"1
MR 5 1\11 Troubles Clo3rod within "1 hours......................................................................
MR 6 Me3n Time to Restore......................................................................................
..
MR 7 Rep3ir Repe3t Report R3te..................................................................................
MR 8 Trouble R3te ......
...... .......... ........ ........ ........ ........ ........ ....... ........ ........ ........ ...........
6"1
MR 9 Rep3ir I\ppointments Met..................................................................................... 67
MR 10 Customer 3nd Non 0'.'.'e8t Rel3ted Trouble Reports.......................................... 68
MR 11 LNP Trouble Reports Cle3red within 2"1 Hours .................................................. 70
BILL! N G ...... ............... ...... .......... ........
................................................ ............... ........
.......... 72
81 1 Time to Provide Recorded Ucoge Records ............................................................BI2 Invoices Delivored v.'ithin 10 Days.......................................................................... 73BI 3 Billing /\ccur3cy I\djustments for Errors .............................................................. 7"1
BI "1 Billing Completeness..............................................................................................
DATABASE U POA TES......
""""""""""""""""""""
........ ......... ............... ................ ......... 76
DB 1 Time to U pdote Dotobocec .......... ....................................................... .................. 76
DB 2 /\ccur3te D3t3b3se Upd3tes................................. ................................................ 78
DIRECTORY ASSIST AN CE ....................................... ........................ on.............. ................D/\ 1 Speed of J\nsv'Jer Directory /\ssictonce.............................................................. 79
OPER/\TOR SERVICES ..........
............ ...................... ........ ......... ...................".......... .........
OS Speed of /\nc'i.'er Oper3tor Services .................................................................
NET'f!ORK PERFORMANCE ...... ..................... ........... .......................................................
I'JI 1 Trunk Blocking ....... ......... ............... ......... ........ ....... ........ ........ ........ ........ ........ ........ 81
NP NXX Coda /\ctiv3tion ..................................... ............................... ................. ....... 83
CO LLOCJ\TION .... ....... ......... ....... ......... ........ ........ ....... ................. ................ ...................... 85
CP Colloc3tion Completion Interv31............................................................................ 85
CP 2 Collocotions Completed within Scheduled Interv31s ............................................. 88
CP 3 Colloc3tion Feosibility Study !nterv31 ....................................................................
CP "1 Colloc3tion Foasibility Study Commitmonts MoL................................................. 92
DEFI N ITION OF TERM S ........
........................................ ................................ ................ .....
GLOSSARY OF ACRONYMS .............................................................................................
Qwest Idaho SGAT Third Revised Exhibit B FourthJFG rovicionAmended Exhibit B Febru3ry 17Mav 5 2004
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
focusing on the extent they are actually available to CLECs.
Description:
GA-1 A: 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 (i., 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) 7 (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
Qwest Idaho SGA T Third Revised Exhibit Fourth uI rovisionAmended Exhibit B Febru3ry 17Mav 5, 2004
Page 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-EDI 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 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 (i., IMA-EDI), affecting Owest's ability to serve its customers. An outage is
determined by Owest 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.
aggreQate results (See GA-1D for reporting of SIA system availability.
Formula:
((Number of Hours and Minutes Gateway is Available to CLECs During Reporting Period) 7 (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
Owest Idaho SGA T Third Revised Exhibit B Fourth revisionAmended Exhibit B Febru3ry 17Mav ~, 2004
Page 2
GA-3 - Gateway Availability - EB-T A
Purpose:
Evaluates the quality of GLEG access to the EB-TA interface, focusing on the extent the gateway is
actually available to GLEGs.
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.qwesLcom/wholesale/cmp/ossHours.html.
Time Gateway is Available to GLEGs 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 (i., EB-TA), affecting Owest's ability to serve its customers. An outage is determined
by Owest 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: GLEG aggregate results Disaggregation Reporting: Region-wide level.
Formula:
ONumber of Hours and Minutes Gateway is Available to GLEGs During Reporting Period) -0- (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
Owest Idaho SGAT Third Revised Exhibit B Fourth~ffi rovisionAmended Exhibit B Fobru3ry 17Mav 5, 2004
GA-4 - System Availability - EXACT
Purpose:
Evaluates the quality of CLEC batch access to the EXACT electronic access service request system
focusing on the extent the system is actually 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.Qwestcom/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 (i.e., 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 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 EXACT is Available to CLECs During Reporting Period) 7 (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
Qwest Idaho SGAT Third Revised Exhibit 8 Fourth r4 rovi8ionAmended Exhibit B February 17Mav 5, 2004
GA-6 - Gateway Availability - GUI -- Repair
Purpose:
Evaluates the quality of GLEG access to the GUI Repair electronic gateway, focusing on the extent the
gateway is actually available to GLEGs.
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 GLEGs 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 (i.e., GUI-Repair), affecting Owest's ability to serve its customers. An outage is
determined by Owest 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: GLEG Disaggregation Reporting: Region-wide level.
aggregate results
Formula:
(Number of Hours and Minutes Gateway is Available to GLECs 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
Owest Idaho SGAT Third Revised Exhibit B, Fourth
'"
ro'lisionAmended Exhibit B Fobru3ry 17Mav 5 , 2004
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 GLEe-affecting software releases involving the specified gateways
or systems.
Description:
Measures the percentage of gateway or system outages , which are attributable to ass system
software releases and which occur within two weeks after the implementation of the ass system
software releases, that are resolved NOTE 1 within 48 hours of detection by the Owest monitoring group
or reporting by a GLEe/co-provider.
Includes software releases associated with the following ass interfaces in Owest: IMA-GUI, IMA-
EDI, and CEMR, Exchan~e Access, Control, & Tracking (EXACT)NGTE 2, Electronic Bonding- Trouble
Administration (EB -TA) GTE 3
An outage for this measurement is a critical or serious loss of functionality, attributable to the
specified gateway or component, affecting Owest's ability to serve its customers or data loss NOTE 4 on
the Owest side of the interface. An outage is determined by Owest 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 Owest'
monitoring group detects a failure, or at the date/time of the first transaction sent to Owest 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 Owest 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 )0 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
Owest 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 10
or trouble ticket number).
Owest Idaho SGAT Third Revised Exhibit B Fourth
'"
rovisionAmended Exhibit B Fobru3ry 17Mav 5, 2004
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 ass 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 a
statistically-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 reporting
period 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 the
receipt of an error message associated with a "rejected query." A rejected query is a transaction that
cannot 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-, & PO-1D: Seconds
PO-1 C: Percent
Qwest Idaho SGAT Third Revised Exhibit B Fourth fG rovisionAmended Exhibit B
Page 7
Febru3ry 17M..av 5, 2004
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 Availabi!ity4. Street Address Validation
5. Customer Service Records
6. Telephone Number
7. Loop Qualification Tools NOTE 3
8. Resale of Qwest DSL Qualification
9. Connecting Facility Assignment NOTE 4
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), requesUresponse 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-GUI2. Rejected Response Times for IMA-EDI
Formula:
PO-1A & PO-1B = L((Query Response Date & Time) - (Query Submission Date & Time)) 7 (Number of
Queries Submitted in Reporting Period)
PO-= ((Number of IRTM Queries measured by PO-1A & 1 B that Timeout before receiving
response) 7 (Number of IRTM Queries Transmitted in Reporting Period)) x 100
PO-1 D L((Rejected Query Response Date & Time) - (Query Submission Date & Time)) 7
(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-1 D:
Timed out transactions
Qwest Idaho SGAT Third Revised Exhibit 8 Fourth~rovisionAmended Exhibit B Fobru3ry 17~av 5, 2004
PO-1 - Pre-Order/Order Response Times (continued)
Product Reporting: None Standards:
Total Response Time:
1. Appointment Scheduling2. Service Availability
Information3. Facility Availability4. Street Address Validation
5. Customer Service Records
6. Telephone Number
7. Loop Qualification Tools
NOTE: 3
8. Resale of Qwest DSL
Qualification
9. Connecting Facility
Assignment
10. Meet Point Inquiry
PO-1C-
PO-1C-
PO-1D-1 & 2
Availability:
Available
IMA-GUI
-:::10 seconds
-:::25 seconds
-:::25 seconds
-:::10 seconds
-:::12.5 seconds
-:::10 seconds
S; 20 seconds
s; 20 seconds
I\b--.s; 25 seconds
1\11 Other Stettos
:mg
I\b--.s; 30 seconds
1\11 Other Slatoc
:mg
IMA-EDI
-:::10 seconds
-:::25 seconds
-:::25 seconds
-:::10 seconds
-:::12.5 seconds
-:::10 seconds
s; 20 seconds
s; 20 seconds
I\b--.s; 25 seconds
Al+-G#\er Stettos
:mg
I\b--.S; 30 seconds
/\11 Other Stette€:
:mg
Diagnostic
Notes:1. Rejected query types used in PO-1D 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.
Qwest Idaho SGAT Third Revised Exhibit B , Fourth~ffi rovisionAmended Exhibit B Febru3ry 17Mav 5 , 2004
PO-2 - Electronic Flow-through
Purpose:
Monitors the extent Owest'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 retyping.
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 during 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 of flow-through-eligible
Electronic LSRs received through the Gateway Interface)) x 100
Exclusions:
Rejected LSRs and LSRs containing GLEe-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.
Owest Idaho SGAT Third Revised Exhibit B Fourth
'"
revisionAmended Exhibit B Fobru3ry 17Mav 5, 2004 I
Page 10
PO-2 - Electronic Flow-through (continued)
Product Reporting:Standards:
Resale PO-2A:
Unbundled Loops (with or CO: CO PO-2B benchmarks minus 10 percent NOTE 2
without Local Number All Other States: Diagnostic
Portability)
PO-: NOTE 2Local Number Portability
UNE-P (POTS)
Line SharinG Resale:95%
Unbundled Loops:85%
LNP:95%
UNE-95%
Line SharinG:Diaanostic ",U"'J
Availability:Notes:
Available exce t as The list of LSR types classified as eligible for flow through is contained in
follows
).;
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.
In Colorado the standard for PO-2 is considered met if the standard for
Line SharinQ..=either PO-2A or PO-2B is met. For both PO-2A and PO-, the
beGinninG with Jul 04 benchmark percentages shown apply to the aggregations of PO-2A-1 and
data on the Aua 04 PO-2A-2 (i.e., the combined PO-2A result) and of PO-2B-1 and PO-2B-
reoort (i., the combined PO-2B result).
The standard and future disaaareaated reoortina of the Line SharinG
oroduct is TBD. oendina resolution of TRO issues.
Owest Idaho SGAT Third Revised Exhibit Fourth FG rovisionAmended Exhibit B Fobru3ry 17Mav 5, 2004
PO-3 - LSR Rejection Notice Interval
Purpose:
Monitors the timeliness with which Owest notifies CLECs that electronic and manual LSRs were
rejected.
Description:
Measures thE) interva, between the receipt of a Local Service Request (LSR) and the rejection of the
LSR for standard categories of errorsJreasons.
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
Owest territory, service-affecting order pending, request is outside established parameters for
service, and lack of CLEC response to Owest question for clarification about the LSR.
Included in the interval is time required for efforts by Owest 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 following 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 - Mins: Sees.
Disaggregation Reporting:
Results for this indicator are reported according to the gateway interface
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 -2, LSRs received via IMA-EDI and auto-rejected: Region
wide
. PO-3C, LSRs received via facsimile: Statewide
Reporting Comparisons:
CLEC aggregate and
individual CLEC results
Formula:
((Date and time of Rejection Notice transmittal) - (Date and time of LSR receipt)) -7 (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
ordering interface).
Standards:
. PO-3A-1 and -3B-1: ::; 12 business hours
. PO-3A -2 and -3B -2: ::; 18 seconds
. PO-3C: ::; 24 work week clock
hours
Availability:Notes:
Available
Owest Idaho SGAT Third Revised Exhibit B Fourth FG
rcvicionAmended Exhibit Fcbru3ry 17Mav 5, 2004
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 might be raised by the indicator of LSR rejection notice intervals.
Description:
Measures the percentage of LSRs rejected (returned to the GLEG) for standard categories of
errors/reasons.
Includes all LSRs submitted through the specified interface that are rejected or FOG'd during the
reporting period.
Standard reasons for rejections are: missinglincomplete/mismatching/unintelligible information;
duplicate request or LSRlPON (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 GLEG response to Qwest ( uestion for clarification about the LSR.
Reporting Period: One month Unit of Measure: Percent of LSRs
Reporting Comparisons: GLEG aggregate and Disaggregation Reporting:
individual GLEG 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 FOG'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
ordering interface).
Availability:Notes:
Available
Qwest Idaho SGA T Third Revised Exhibit 8 Fourth~rovisionAmended Exhibit B Fobru3ry 17Mav 5, 2004
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-5A, the interval measured is the period between the LSR received date/time (based on
scheduled up time) and Owest's response with a FOC notification (notification date and time).
. For PO-, 5C, and 50 , 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-EOI, (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-EOI 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-EOI
. PO-5B:FOCs provided for electronic/manual LSRs received via:
- PO-5B-1 IMA-GUI
- PO-5B-2 IMA-EOI
. PO-5C:FOCs provided for manual LSRs received via Facsimile.
. PO-50: 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
Qwest Idaho SGAT Third Revised Exhibit 8 FourthJfG rovisionAmended Exhibit B
Page 14
Fobru3ry 17Mav 5, 2004
PO-5 - Firm Order Confirmations (FOCs) On Time (continued)
Formula:
PO-5A = UCount of LSRs for which the original FOC's "(FOC Notification pate & 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 period)! x 100
PO-, 5C, & 50 = UCount 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
reporting period)) x 100
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 ects.
Hours on Weekends and holidays. (Except for PO-5A which only excludes hours outside the
scheduled up time).
LSRs with GLEe-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 starUstop dates/times.
Additional PO-50 exclusion:
Records with invalid a )plication or confirmation dates.
Product Reporting:Standards:
For PO-5A (all):95% within 20 minutes NUIU
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 intervals
UNE-P (POTS)specified below PLUS 24 hours NOTE 3
and UN E-P Centrex For PO-50 (LIS Trunks):85% within eight business days(b) Unbundled Loops
and specified Standard FOe Intervals for PO-5B and PO-Unbundled Network
Elements.Product Group NOTE FOe Interval(c) LNP Resale
For PO-50: LIS
Residence and Business POTS 39 lines
ISDN-Basic 10 linesTrunks.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 changes/adds/removals (all)
LNP 24 lines
Unbundled Loops 24 loops
2/4 Wire analog
DS3 Capable
Sub-loop 1-24 sub-loops
fincluded in Product Reporting group (b
Line Sharing/Line Splitting 24 shared
fincluded in Product Reporting group (b))loops
Unbundled Network Element-Platform (UNE-P POTS)
1 - 39 lines
Owest Idaho SGAT Third Revised Exhibit B Fourth ffi rovisionAmended Exhibit B Fobru3ry 17Mav 5, 2004
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 ChecklNOTE 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.
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) 1-PBX 1-24 trunks
DSO or Voice Grade Equivalent 1-DS1 Facility 1-DS3 Facility 1-LNP 25-49 lines
Enhanced Extended Loops (EELs) 'Nashington only
(included in Product Reporting group (b))DS1 1-24 circuits
10 lines
12 trunks
240 trunk circuits
Availability:
Available
Owest Idaho SGAT Third Revised Exhibit B Fourth
'"
rovisionAmended Exhibit B
48 hours
72 hours
96 hours
8 business
days
Febru3ry 17Mill' 5 , 2004
PO-6 - Work Completion Notification Timeliness
Purpose:
To evaluate the timeliness of Owest 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 & 68:
Includes all orders completed in the Owest 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
following 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-68 = I:((Date and Time Completion Notification transmitted to CLEC) - (Date and Time the last of
the service orders that comprise the CLEG LSR is completed in the Service Order Processor.)) ~
(Number of completion notifications transmitted in reporting period)
Exclusions:
PO - 6A & 68:
Records with invalid completion dates.
LSRs submitted manually (e., via facsimile).
ASRs submitted via EXACT.
Product Reporting:Standard:
PO - 6A & 68 Aggregate reporting for all products ordered through 6 hours
IMA-GUI and , separately, IMA-EDI (see disaggregation reporting).
Availability:Notes:
Available The time a notice is "made available" via the IMA-GUI is the time Owest 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
GLEC using the Status Updates window or by using the LSR Notice Inquiry
function.
Owest Idaho SGAT Third Revised~~Fourth
'"
rovisionAmended Exhibit B
Page 17
February 17Mav 5, 2004
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 billinQ system (for Owest retail) within five business days.
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 GLEC.
- The time a notice is "made available" via the IMA-GUI consists of the time Owest 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 Owest 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 Owest SOP. The end
time is when , confirming that the order has been posted in the GRIS 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 GRIS billing system.
Intervals counted in the numerator of this measurement are those that are five business days or
less.
Reporting Period: One month
Reporting Comparisons:
PO-7A and -7B: CLEC
aggregate and individual CLEC
results.
PO-7C: Owest retail results.
Formula:
For wholesale service orders Owest 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)
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 Owest Retail
PO- 7B =
For service orders Owest enerates for retail customers 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 billing system in the reporting period)
Owest Idaho SGAT Third Revised Exhibit B Fourth ffi rovisionAmended Exhibit B Fobru3ry 17Mav 5 2004
Page 18
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-7 A and -7B: Parity with PO- 7C
GUI and, separately, IMA-EDI (see disaggregation
reporting).
Availability:Notes:
Available
Qwest Idaho SGAT Third Revised Exhibit B, Fourth f€I rovisionAmended Exhibit B Fobru3ry 17Mav 5 2004
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 GLEGs (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 reporting period that received jeopardy notifications.
Reporting Period: One month Unit of Measure: Average Business days '"Vlt:
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:
(~(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 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 B Parity with Retail POTS
Number Portability)
LIS Trunks C Parity with Feature Group 0 (FGD) services
UNE-P (POTS)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.
Qwest Idaho SGAT Third Revised Exhibit B Fourth rovisionAmended Exhibit B
Page 20
Fobru3ry 17Mav 5, 2004
PO-9 - Timely Jeopardy Notices
Purpose:
When original due dates are missed, measures the extent to which Qwest notifies customers
advance of jeopardized 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
activity (vvith ::tnd :Jction coded line USOCs)
Missed due date orders with jeopardy notifications provided on or after the original due date is
past 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 categories shown under Product Reporting.
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 PIO.
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 0 (FGO) Services
UNE-(POTS)Parity with Retail POTS
Availability:Notes:
Available
Qwest Idaho SGAT Third Revised Exhibit B Fourth 'II re'lisionAmended Exhibit B Fobru3ry 17Mav 5, 2004
PO 10 LSR Accountability
Purpoze:
Ev:Jlu:Jtee the degree to which Q....est c::m 3ccount for ::III LSRe received electronic3l1y.
Description:
Measures the number of LSRs received vi3 IM/\ GUI ::md IM/\ EDI interbces that Qwest has issued
(confirmed) or accounted for in specific sbtus categories , as a percentage of all LSRs received in the
reporting period.
Includes all LSRs that ::Ire recei'.'ed vi3 the IM/\ GUI ::md IM.'\ EDI interbces, subject to exclusions
specified below.
?t3tus categories ::Iccounted for include:
Pending (Le., assigned to a center represent3tive for h3ndling);
Supplemented (i subsequent version of request that has not been confirmed or rejected 3t time
of reporting);
Cancelled (by the CLEC prior to Qwest returning confirmation to the CLEC);
Rejected (i., rejection notice has been sent to the CLEC);
: Issued (i., the order has been processed 3nd confirm3tion has been returned to the CLEC);
Error (Le auto logging error indicating a field value mism::ltch between the electronic interface
::Ind the Customer Request Management (CRM) system, 3t time of reporting, in p3r311el vlith
the ordering processing in a m3nner that does not impede timeliness);
Project (Le., routed to project management for handling);
Reporting Period: One month Unit of Measure:Percent
Reporting Comparisons:CLEC aggregate results Disaggregation Reporting:Region '.'lido 10'101.
Formula
((Count of 311 LSRs issued or in St3tUS c3tegBFie-s--specified abovo)(Tot::ll numbor of LSRs received
in reporting period)) x 1 00
Exclusions:
:::'Front end rejects-(e., 997notific3tions) th::lt would not be eligible for confirmation or rejection
Product Reporting:None Standard:
GQT
99 percent
All Other States:
Diagnostic NG+&-:!
Availability:Notes'-.
/\v3i13ble Rm:ults th3t nominally exceed 100 percent m3Y be due to timing
differencec in obtaining the quantities for the status categories
(numerator) and for the total LSRs received (denomin::ltor).It ie ::Ileo
possible for recults to nominally fall chort of 100 percent for the e3me
re3con.
Bec::luse Q'Nect h3c ::I mechanized auto logging process for tr::lcl~ing
LSRe , Qwect believes the ROC TJ\G Nill determine this measurement
to be unneceec3ry 3fter being audited in the ROC Teet.Aooordingly,
vect may appre::lch the TAG to withdraw thic me3surement 3fter the
Tect, after reporting multiple consecutive monthc demonctr3ting that
r'\,~n,.j ~~~~, onl" f~r I QO"
Qwest Idaho SGAT Third Revised Exhibit B Fourth~
,g
revisionA.,mended Exhibit B Febru3ry 1-7Mav 5, 2004
PO-15 - Number of Due Date Changes per Order
Purpose:
To evaluate the extent to which Owest changes due dates on orders.
Description:
Measures the average number of Owest 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 activity ('.'3nd 'T 3ction codod
line USaCE:..
Counts all due date changes ':lade for Owest reasons following assignment of the original due
date.
Reporting Period: One month Unit of Measure: Average Number of Due Date Changes
Reporting Comparisons:Disaggregation Reporting: Statewide level.
CLEC aggregate, individual GLEC, and Owest
retail results.
Formula:
L(Gount of Owest 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 riD.
Product Reporting:Standard:
None Diagnostic
Availability:Notes:
Available
Owest Idaho SGA T Third Revised Exhibit B Fourth ffi rovisionAmended Exhibit Fobru3ry 17Mav 5, 2004
PO-16- Timely Release Notifications
Purpose:
Measures the percent of release notifications for changes to specified ass interfaces sent by Owest to
CLECs within the intervals and scope specified within the change management plan found on Owest's
Change Management Process, (CMP) website at http://www.qwesLcom/wholesale/cmp/whatiscmp.html.
Description:
. Measures the percent of release notices that are sent by Owest within the intervals/timeframes
prescribed by the release notification procedure on Owest'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 OSS interfaces:
- IMA-GUI , IMA-EDI;
CEMR;
Exchange Access, Control, & Tracking (EXACT); NOTE 3
Electronic Bonding - Trouble Administration (EB -TA); NOTE 4
lABS and CRIS Summary Bill Outputs; NOTE 5
Loss and Completion Records; NOTE 5
New ass interfaces (for introduction notices only.) NOTE 6
- Also included are notifications for connectivity or system function changes to Resale Product
Database.
Includes ass interface release notifications by Owest relating to the following products and
service categories: LlSllnterconnection, Collocation, Unbundled Network Elements (UN E),
Ancillary, and Resale Products and Services.
Includes ass interface release notifications by Owest to CLECs for the following ass
functions: Pre-Ordering, Ordering, Provisioning, Repair and Maintenance , and Billing.
Includes Types of Changes as specified in the "Owest Wholesale Change Management
Process Document" (Section 4 - Types of Changes).
Includes all ass interface release notifications pertaining to the above ass 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 Owest 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 Owest through the CMP.
Changes where Owest and CLECs agree, throuQh the CMP, that notification is unnecessary.
Owest Idaho SGAT Third Revised Exhibit B Fourth ffi rovisionAmended Exhibit B
Page 24
Febru3ry 17Mav 5, 2004
PO-16 Timely Release Notifications (continued)
Product Reporting:None Standards:
Vol. 1-10: No more than one
untimely notification
Vol. ;;. 10: 92.5% timely notifications
Availability:
Available
Notes:
1. The Owest 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 ass
Interfaces" of the "Owest 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 Owest 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 "0 - Introduction of New ass Interface" of
the "Owest 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 088" 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.
Owest Idaho 8GAT Third Revised Exhibit B FourthJfG rovisionAmended Exhibit B Fobru3ry 17Mav 5, 2004
PO-19 - Stand-Alone Test Environment (SATE) Accuracy
Purpose:
Evaluates Owest's ability to provide accurate production-like tests to CLECs for testing ge#t--new releases
~nd botwoon rolo~GoG in the SATE and roduction environments and testin 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
EDI 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 mif:lbetween-release~ monthly performance test.
Includes one test transaction for each test scenario published in the IMA EDI Data Document for
the Stand Alone Test Environment (SATE).
Test transactions will be executed for each of the IMA releases supported in SATE utilizing all GYfFef1t
test scenarios for each of the current versions of the IMA EDI Data Document for the Stand Alone
Test Environment (SATE).
The successful execution of a transaction is determined by the Owest Test Engineer according to:
The expected results of the test scenario as described in the IMA 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 Owest's most current IMA EDI
Disclosure Documentation for each release and the associated Addenda. NOTE 1
For this measurement, Owest 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 re orted b release and included in the Reporting Period during which
the release transactions or mid-release test transactions are completed.
19B
Validates the extent that SATE mirrors Droduction bv measurinG the oercentaae of IMA ED! test
transactions that oroduce comoarable results in SATE and in oroduction.
Transactions counted as oroducina comoarable results are those that return correctlv formatted
data and fields as SQecified in the release s EDI disclosure document and develooer worksheets
related to the IMA release beinG tested.
Comoarabilitv will be determined bv evaluatinG the data and fields in each EDI messaGe for the
test transactions aGainst the same data and fields for Preorder Queries LSRs and
Suoolementals. and returned as Query Resoonses Acknowledaements Firm Order
Confirmations (FOCs) for flow-throuGh eliGible oroducts and reiects.
Test transactions are executed one time for each new maior IMA release within 7 davs after the IMA
release.
Test transactions consist of a defined suite of Product/Activitv combinations. Qwest's three
reGions will be reoresented. NU i "-
Pre-order. Order. and Post-order transactions (FOCs for flow-throuGh oroducts) are included.
With resoect to the comoarabilitv of the structure and content of results from SATE and oroduction
environments. this measurement focuses on Iv on the validitv of the structure and the validitv of the
content oer develooer worksheets and EID maDDinG examoles distributed as Dart of release
notifications. NUIt: j
Reporting Period: Unit of Measure:Percent
Owest Idaho SGAT Third Revised Exhibit 8 Fourtl1 HI rovisionAmended Exhibit B
Page 26
Febru3ry 17May 5, 2004
PO 19 Stand-Alone Test Environment (SATE) Accuracv (continued)
PO-1 9A -- One month
PO-1 98: -- One month (for those months in
which release-related test transactions are
completed)
Reporting Comparisons: None Disaggregation Reporting: NeAe
PO-19A - Reported separately for each release tested
in the re ortinG period
PO-19B -- None
Formula:
PO-19A
((Total number of successfully completed SATE test transactions executed for a Software Release or
MiGbetween-release~ performance test completed in the Reporting Period) -;- (Total number of SATE
test transactions executed for a-each Software Release or MiElbetween-release~ performance test
completed in the Reporting Period)) x 100
PO-19B
Inotal number of com Dieted IMA EDI test transactions executed in SATE and production that
Droduce comDarable results for each new maior IMA Software Release completed in the Reportina
Period) + (Total number of completed IMA EDI test transactions executed in SATE and Droduction for
each new maior IMA Software Release completed in the ReDortina Period)l x 100
Exclusions:
NeAe
For PO-19B:
Transactions that fail due to the unavailabilitv of a content item (e.a.. TN exhaustion in SATE or th~
production environment) or a function in the SATE or production environments (e.o. address
validation Query or CSR Query) that is unsuccessful due to an outage in systems that interfac:e with
IMA-EDI (e.a.. PREMIS or SlAt
Transactions that fail because of differences between the Droduction and SATE results caused when
em 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.o.. the Reiect Duplicate LSR candidate in IMA 12.0). This
exclusion does not aoolv durinG reportinG periods in which there are no differences between
nroduction IMA and SATE caused bv SATE releases packaGed pursuant to CMP decisions.
Product Reporting: None Standard:9&%
PO-19A -- 95% for each release tested
PO-19B - 95%
Availability:Notes:
Available Transactions that are exec.uted snd found to
have incODsistenci~s with the data and format
rules will be corrected and rerun. Rerun.
volumes will not be counted in the denQminator
for PO-19. Such corrections and re-executions
are intended to enforce strict adherence to
sjness rules published in Owest's most
current IMA EDI Data and Disclosure
Documents.
The product and CJctivitv combinations that
make UP the test decks for PO-1 98 will be
updated after each maior IMA software release
and provided to CLEGs with the oublicCJtion of
IMA EDI Draft Interface Technical
Specifications for the next maior IMA software
release as defined in the GMP process. All
combinations with EDI transaction volumes
;:.
100 in the.....Qrevious 12-month period will be
included in the test deck. 75 days prior to the
execution of the test. Owest will run a query
Owest Idaho SGAT Third Revised Exhibit B Fourth r4 revisionAmended Exhibit B Febru3ry 17Mav 5, 2004
PO -19 Stand-Alone Test Environment (SATE) Accuracy (continued)
aGainst IMA to determine which combinations
meet the criteria for inclusion (i.e. volumes)-
100 ).
3. The intent of this orovision is to avoid includinG
the effects of circumstances bevond the SATE
environment that could cause differences in
SATE and oroduction results that are not due
to oroblems in mirrorinG oroduction. For
exam ole because of real-time data
manioulation in oroduction an aooointment
availabilitv auerv transaction in SATE will not
return the same list of available aooointments
as in oroduction. Available aooointments in
oroduction are fullv deoendent on real-time
activities that occur there whereas available
aooointments in SATE are based on a ore-
defined list that is reoresentative of oroduction.
Qwest Idaho SGAT Third Revised Exhibit B Fourth ffi rovisionAmended Exhibit B Fobru3ry 17Mav 5, 2004
Ordering and Provisioning
OP-2 - Calls Answered within Twenty Seconds - Interconnect Provisioning Center
Purpose:
Evaluates the timeliness of CLEC access to Owest's interconnection provisioning center(s) and retail
customer access to the Business Office, focusing 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 ACO (Automatic
Call Distributor).
Answer is defined as when the call is first picked up by the Owest agent.
Reporting Period: One month Unit of Measure: Percent
Reporting Comparisons: CLEC aggregate and Disaggregation Reporting: Region-wide level.
Owest 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
Owest Idaho SGAT Third Revised Exhibit B Fourth~revisionAmended Exhibit B Fobru3ry 17Mav 5, 2004
Op.3 - Installation Commitments Met
Purpose:
Evaluates the extent to which Qwest installs services for Customers bv 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 this measurement consist of all orders
representing inward activitv (v.'ith "I" 3nd "T" 3ction coded line USOCs). 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 original due date and (b) prior to a Qwest-initiated, changed due date , if anv.
Reporting Period: One month
I Unit of Measure: Percent
Reporting Disaggregation Reporting: Statewide level.
Comparisons:Results for product/services 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; and
results OP-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: W?ather, 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.
Qwest Idaho SGAT Third Revised Exhibit B Fourth~F!I rovisionAmended Exhibit B
Page 30
Fobru3ry 17Mav 5, 2004
OP - 3 Installation Commitments Met (continued)
Product Reporting:Standards:
MSA-Tvoe Disaaareaation -
Resale
Residential single line service Parity with retail service
Business single line service Parity with retail service
Centrex Parity with retail service
Centrex 21 Parity with retail service
DSO (non-designed provisioninQ)Parity with retail service
PBX Trunks (non-designed provisioning)Parity with retail service
Primary ISDN (non-designed provisioning)Parity with retail service
Basic ISDN (non-designed provisioning)Parity with retail service
Owest DSL (non-designed provisioning)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 Splitting W3chington only Di3gno~tic95%
Line Sharing 95%
Sub-Loop Unbundling CO: 90%
All Other States: Diagnostic
Zone-TvDe Disaaareaation -
Resale
Primary ISDN (desiQned provisioning)Parity with retail service
Basic ISDN (desiQned provisioning)Parity with retail service
DSO (designed provisioning)Parity with retail service
DS1 Parity with retail service
PBX Trunks (designed provisioning)Parity with retail service
Owest DSL (designed provisioning)Parity with retail service
DS3 and higher bit-rate services Parity with retail service
(aggregate)
Frame Relay Parity with retail service
LIS Trunks Parity with Feature Group D (aggregate)
Unbundled Dedicated Interoffice Transport (UDIT)
UDIT - DS1 level Parity with retail DS1 Private Line
UDIT - Above DS11evei I Parity with retail Private Lines above DS1 level
Dark Fiber - IOF Diagnostic
Unbundled Loops:
Analoq Loop 90%
Non-loaded Loop (2-wire)90%
Non-loaded Loop (4-wire)Parity with retail DS1 Private Line
DS1-capable Loop Parity with retail DS1 Private Line
ISDN-capable Loop Parity with retail ISDN BRI
ADSL-qualified Loop 90%
Loop types of DS3 and higher bit-rates Parity with retail DS3 and higher bit-rate Private
(aggregate)Line services (aggregate)
Dark Fiber - Loop Diagnostic
Loops with Conditioning 90%
E911/911 Trunks Parity with retail E911/911 Trunks
Enhanced Extended Loops (EELs) - (DSO WA: 90%
level)'/'13shington only All Other States: Diaanostic
Owest Idaho SGAT Third Revised Exhibit B Fourth rovisionAmended Exhibit B Febru3ry 17Mav 5, 2004
OP - 3 Installation Commitments Met (continued)
Enhanced Extended Loops (EELs) - (081 90%
level)
Enhanced Extended Loops (EELs) - (083 WA: 90%
level)VV3shington only All Other States: Diaanostic
Availability:Notes:
Available
Qwest Idaho 8GA T Third Revised Exhibit B Fourth~r4 rovisionAmended Exhibit B Fobru3ry 17Mav 5, 2004
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
(with and 'T Dction coded line USOCe)
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 TE 2
. 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 any. NOTE
Reporting Period: One month
I Unit of Measure: Average Business DaysReporting Disaggregation Reporting: Statewide level.
Comparisons: . Results for product/services listed in Product Reporting under "MSA TypeCLEC Disaggregation" will be reported according to orders involving:
aggregate , OP-4A Dispatches within MSAs;individual CLEC OP-4B Dispatches outside MSAs; andand 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:
L((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 ef service orders completed in the reporting 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 missing data essential to the calculation of the measurement per the PID.
Qwest Idaho SGAT Third Revised Exhibit B Fourth 1G revisionAmended Exhibit B
Page 33
Fobru3ry 17Mav 5, 2004
OP-4 -Installation Interval (continued)
Product Reporting:Standards:
MSA-Tvce Disaaareaation -
Resale
Residential sinqle line service Parity with retail service
Business single line service Parity with retail service
Centrex Parity with retail service
Centrex 21 Parity with retail service
DSO (non-designed provisioning)Parity with retail service
PBX Trunks (non-designed provisioning)Parity with retail service
Primary ISDN (non-designed Parity with retail service
provisioning)
Basic ISDN (non-designed provisioning)Parity with retail service
Owest DSL (non-designed 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 Splittin~Di3gnostic3.3 davs
Line Sharing 3 days
Sub-Loop Unbundling CO: 6 days
All Other States: Diagnostic
Zone-Type Disaaareaation -
Resale
Primary ISDN (designed provisioning)Parity with retail service
Basic ISDN(designed provisioning)Parity with retail service
DSO (designed provisioning)Parity with retail service
DS1 Parity with retail service
PBX Trunks (designed provisioning)Parity with retail service
Owest DSL (designed provisioning)Parity with retail service
DS3 and higher bit-rate services Parity with retaii service
(aggregate)
Frame Relay Parity with retail service
LIS Trunks Parity with Feature Group 0 (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 Diagnostic
Unbundled Loops:
Analog 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. Oreaon. Wvomina' Parity with retail
DS1 Private Line
Arizona , Colorado, Minnesota, New Mexico
South Dakota Utah Washinntnn: l::.'::' rI~,,~
ISDN-capable Loop Parity with retail ISDN BRI
ADSL-qualified Loop 6 days
Loop types of DS3 and higher bit-rates Parity with retail DS3 and higher bit-rate services
(aggregate)(aggregate)
Dark Fiber - Loop Diagnostic
Loops with Conditioning 15 days
Owest Idaho SGAT Third Revised Exhibit B Fourth ffi FBVi5ieJ:1.Amended Exhibit B Fobru3ry 17Mav 5, 2004
OP-4 - Installation Interval (continued)
E911 /911 Trunks Parity with retail E911/911 Trunks
:::'Enh3nced Extended Loops (EELs)1\11 St3tes Di3gnostic
excluding VV3shington
Enhanced Extended Loops (EELs) - (DSO Diagnosticlevel'
. ~~
Enhanced Extended Loops (EELs) - (DS1 6 days
level
'" ~~
Enhanced Extended Loops (EELs) - (DS3 Diagnostic
level
Availability:Notes:
Available For OP-, 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-
, -
, 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 (i.e., 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.
Qwest Idaho SGAT Third Revised Exhibit B Fourth~iG revisionAmended Exhibit B Febru3ry 17Mav 5, 2004
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 GLEe/customer-initiated trouble reports during
the provisioning process and within 30 calendar days following installation completion, and focusing on the
quality of Owest's resolution of such conditions with respect to multiple reports.
Description:
Measures two components of new service provisioning quality (OP-5A and -58) 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 GLEe/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. Change order types considered in these
measurements consist of all C orders representing inward activity (with "I" :.1nd "T" 3ction coded line/circuit
USOCS)OTE 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 Quality Reported to Repair
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 GLEe/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, NOTE 4 subject to exclusions shown below. NOTE 5
Qwest is able to open repair tickets for repair trouble reports received from GLEes/customers once
the service order is completed in Owest's systems.
OP-New Service Provisionina Quality
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 Owest 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 Quality 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 Quality Multiple Report 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-, the percentage of
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
Qwest Idaho SGAT Third Revised Exhibit 8 , FourthJrG revision Amended Exhibit B
Page 36
Fcbru3ry 17Mav 5 , 2004
OP. 5 - New Service Quality (continued)
OP-5B that are additional repair or provisioning trouble reports received by Owest for the same
service order during the provisioning process or within 30 calendar days following installation
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 (i., results first appear
in reports one month later than results for measurements that are not
reported in arrears), in order to cover the 30-day period following installation.
Reporting Comparisons: CLEC aggregate Disaggregation Reporting: Statewide level
individual CLEC and Owest Retail results
Formulas:
OP-5A = (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) 7 (Number of inward line service
orders completed in the reporting period) x 100
Unit of Measure:
Percent
OP-58 = (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) 7 (Number of inward line
service orders completed in the reporting period) x 100
OP-5T = ((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) 7 (Number of inward line service orders completed in the reporting period) x 100
OP-5R = (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-Owest 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-Owest (includes CPE , Customer Instruction, Carrier, Alternate Provider); and
Reports from other than the GLEe/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-Owest.
Repair reports coded to disposition codes for referral to another department (i., 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-Owest causes.
Call center tickets relating to activities that occur as part of the normal process of conversion (i., while
Owest 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
Owest Idaho SGAT Third Revised Exhibit B FourthJRI rovisionAmended Exhibit B Fobru3ry 17Mav 5, 2004
op. 5 - New Service Quality (continued)
original repair or provisioning trouble report is closed.
Service orders closed in the reporting period with App Dates earlier than eight months prior to the
beginning of the reporting period.
Information tickets generated for internal Owest 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 Owest company services.
Records missing data essential to the calculation of the measurement as defined herein.
Product Reporting Categories: Standards:
As specified below - one OP-5A:
percentage result reported for OP-5B:
each bulleted category under
the sub-measurements shown.
Parity with retail service
Diagnostic for six months following first reporting. After
six months Benchmark (TBD)
OP-5T: Diagnostic
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 reporting category.
Owest Idaho SGAT Third Revised Exhibit B Fourth r4 revisionAmended Exhibit B Fobru3ry 17Mav 5, 2004
OP- 5 - New Service Quality (continued)
Product Reporting:I Standards:
Reported under OP-5A, OP-58, OP-5T and OP-5R:
(Product categories may be combined as agreed upon by the parties in Long-Term PID Administration.
OP-OP-OP-5T &
OP-
Resale
Residential single line Parity with retail service 6 mo. Diagnostic; Benchmark TBD Diagnostic
service
Business single line Parity with retail service 6 mo. Diagnostic; Benchmark TBD Diagnostic
service
Centrex Parity with retail service 6 mo. Diagnostic; Benchmark TBD Diagnostic
Centrex 21 Parity with retail service 6 mo. Diagnostic; Benchmark TBD Diagnostic
PBX Trunks Parity with retail service 6 mo. Diagnostic; Benchmark TBD Diagnostic
Basic ISDN Parity with retail service 6 mo. Diagnostic; Benchmark TBD Diagnostic
Owest DSL Parity with retail service 6 mo. Diagnostic; Benchmark TBD Diagnostic
Primary ISDN Parity with retail service 6 mo. Diagnostic; Benchmark TBD Diagnostic
DSO Parity with retail service 6 mo. Diagnostic; Benchmark TBD Diagnostic
DS1 Parity with retail service 6 mo. Diagnostic; Benchmark TBD Diagnostic
DS3 and higher bit-Parity with retail service 6 mo. Diagnostic; Benchmark TBD Diagnostic
rate services
(aggregate)
Frame Relay Parity with retail service 6 mo. Diagnostic; Benchmark TBD Diagnostic
Unbundled Network Parity with like retail 6 mo. Diagnostic; Benchmark TBD Diagnostic
Element - Platform service
(UNE-P) (POTS)
Unbundled Network Parity with retail Centrex 6 mo. Diagnostic; Benchmark TBD Diagnostic
Element - Platform
(UNE-P) (Centrex 21 )
Unbundled Network Parity with retail Centrex 6 mo. Diagnostic; Benchmark TBD Diagnostic
Element - Platform
(UNE-P) (Centrex)
Line Splitting Diagnostic Diagnostic Diagnostic
Line Sharing Parity with retail RES &6 mo. Diagnostic; Benchmark TBD Diagnostic
BUS POTS
Sub-Loop Unbundling Diagnostic Diagnostic Diagnostic
Unbundled Loops:
Analog Loop Parity with retail Res &6 mo. Diagnostic; Benchmark TBD Diagnostic
Bus POTS with dispatch
Non-loaded Loop (2-Parity with retail ISDN 6 mo. Diagnostic; Benchmark TBD Diagnostic
wire)BRI
Non-loaded Loop (4-Parity with retail DS1 6 mo. Diagnostic; Benchmark TBD Diagnostic
wire)
DS 1-capable Loop Parity with retail DS1 6 mo. Diagnostic; Benchmark TBD Diagnostic
ISDN-capable Loop Parity with retail ISDN 6 mo. Diagnostic; Benchmark TBD Diagnostic
BRI
ADSL-qualified Loop Parity with retail Owest 6 mo. Diagnostic; Benchmark TBD Diagnostic
DSL with dispatch
Loop types of DS3 and Parity with retail DS3 6 mo. Diagnostic; Benchmark TBD Diagnostic
higher bit-rates and higher bit-rate
(aggregate)seryices (aggregate)
Dark Fiber - Loop Diagnostic Diagnostic Diagnostic
Owest Idaho SGA T Third Revised Exhibit B Fourth~ffi rovisionAmended Exhibit B Fobru3ry 17Mav 5, 2004
op. 5 - New Service Quality (continued)
Enhanced Extended Loops Diagnostic until volume Diagnostic until volume criteria are Diagnostic
(EELs) - (DSO level)criteria are met met
Enhanced Extended Loops Parity with retail DS1 6 mo. Diagnostic; Benchmark Diagnostic
(EELs) - (DS1 level)Private Line TBD
Enhanced Extended Loops Diagnostic until volume Diagnostic until volume criteria are Diagnostic
(EELs) - (above DS1 criteria are met met
level)
ReDorted under OP-5A and under Op.5R (ner OP-5A snecifications\:
OP-OP-
LIS Trunks Parity with Feature Diagnostic
Group D (aqgregate)
Unbundled Dedicated Interoffice Transport (UDIT)
UDIT (DS1 Level)Parity with Retail Private Diagnostic
Lines (DS1)
UDIT (Above DS1 Level)Parity with Retail Private Diagnostic
Lines (Above DS 1 level)
Dark Fiber - 10F Diagnostic Diagnostic
E911 /911 Trunks Parity with Retail Diagnostic
E911 /911 Trunks
Availability:Notes:
The specified Change order types reoresentina inward activitv (i.a., with "I" &. "
Available :JCtion cod os) exclude Change orders that do not involve installation of lines (in both
YAGef wholesale and retail results). Specifically this measurement does not include
Development:changes to existing lines, such as number changes and PIC changes.
(Subject to fin31 Including consideration of repeat repair trouble reports (i., additional reports of
refinements during trouble related to the same newly-installed line/circuit that are received after the
implomont3tion)preceding repair report is closed and within 30 days following installation
OP 51\, OP 5B completion) to complete the determination of whether the newly-installed line/circuit
OP 5T and was trouble free within 30 days of installation
Owest's repair management and tracking systems consist of WFA (Work Force
beginning Itiith Administration), MTAS (Maintenance Tracking and Administration System), and
No'! 03 dat3 successor repair systems , if any, as applicable to obtain the repair report data for
reported in this measurement. Not included are Call Center Database systems supporting call
JaR-Q4.centers in logging calls from customers regarding problems or other inquiries (see
OP-5B and OP-5T).
The "following month" includes also the period of a few business da s (typically four
or five) afterward , up to the time when Owest pulls the repair data to begin
processing results for this measurement.
Includes repair and provisioning trouble reports generated by new processes that
supersede or supplement existing processes for submitting repair and provisioning
trouble reports as specified in Owest's documented or agreed upon procedures.
For purposes of calculating OP-, a call center ticket for multiple orders with
provisioning trouble reports will result in all orders reporting trouble counting as a
miss in OP-5B. If a repair trouble report(s) is received for the same orders, the
number of orders counted as a miss in OP-5B for Network reasons will be reduced
by the number of orders with repair troubles counted as a miss in OP-SA.
OP-SR will be counted on a per ticket basis.
Owest Idaho SGA T Third Revised Exhibit FoLillb
'"
rovisionAmended Exhibit B Febru3ry 17Mav S, 2004
OP-6 - Delayed Days
Purpose:
Evaluates the extent Qwest is late in installing services for customers, focusing on the average number of
days that late orders are completed beyond the committed due date.
Description:
OP-6A - Measures the average number of business da s NOTE 1 that service is delayed beyond the
Applicable Due Date for non-facility reasons attributed to Qwest.
Includes all inward orders (Change, New, and Transfer order types) that are
completed/closed during the reporting period, later, due to non-facility reasons, than the
Applicable Due Date recorded by Qwest, subject to exclusions specified below.
OP-6B - Measures the average number of business days NOTE 1 that service is delayed beyond the
Applicable Due Date for facility reasons attributed to Qwest.
Includes all inward orders (Change, New, and Transfer order types) that are
completed/closed during the reporting period later due to facility reasons than the original
due date recorded by Qwest, subject to exclusions specified below.
For both OP-6A and OP-6B:
. Change order types for additional lines consist of "C" orders with ~md 3ction codod lino
USOCs resentin inward activit
. 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
original due date and (b) prior to a Qwest-initiated, changed due date, if any. NOTE 2
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, following the Applicable Due Date , from the subsequent customer-initiated
due date, if any. NOTE 2
Reporting Period: One month
I Unit of Measure: Average Business DaysReporting Disaggregation Reporting: Statewide level.
Comparisons: . Results for products/services listed under Product Reporting under "MSA type
CLEC aggregate , Disaggregation" will be reported for OP-6A and OP-6B according to ordersindividual CLEC involving:
and Qwest Retail 1. Dispatches within MSAs;results 2. Dispatches outside MSAs; and3. No dispatches.
Results for products/services listed in Product Reporting under "Zone-type
Disaggregation" will be disaggregated according to installations:4. In Interval Zone 1 areas; and5. In Interval Zone 2 areas.
Formula:
OP-6A = 2.:((Actual Completion Date of late order for non-facility reasons) - (Applicable Due Date of late
order) - (Time intervals associated with customer-initiated due date changes or delays
occurring after the Applicable Due Date)) -0- (Total Number of Late Orders for non-facility
reasons completed in the reporting period)
OP-6B = 2.:((Actual Completion Date of late order for facility reasons) - (Applicable Due Date of late
order)) - (Time intervals associated with customer-initiated due date changes or delays
occurring after the Applicable Due Date) -0- (Total Number of Late Orders for facility reasons
completed in the reporting period)
Qwest Idaho SGAT Third Revised Exhibit B Fourth~ffI revision Amended Exhibit B
Page 41
Fobru3ry 17Mav 5, 2004
OP- 6 - Delayed Days (continued)
Exclusions:
Orders affected only by delays that are solely for customer and/or CLEC reasons.
Disconnect, From (another form of disconnect) and Record order types.
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:
MSA-Tvoe Disaaareaation -
Resale
Residential single line service Parity with retail service
Business sinqle line service Parity with retail service
Centrex Parity with retail service
Centrex 21 Parity with retail service
DSO (non-designed provisioning)Parity with retail service
PBX Trunks (non-designed provisioning)Parity with retail service
Primary ISDN (non-designed provisioning)Parity with retail service
Basic ISDN (non-designed provisioning)Parity with retail service
Qwest DSL (non-designed provisioning)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 Di3gnosticParit with retail west DSL
Line Sharing Di3gnosticParitv with retail Owest DSL
Sub-Loop UnbundlinQ Diagnostic
Zone-type Disaaareaation -
Resale
Primary ISDN (designed provisioning)Parity with retail service
Basic ISDN (designed provisioning)Parity with retail service
DSO (desiQned provisioninq)Parity with retail service
DS1 Parity with retail service
PBX Trunks (designed provisioning)Parity with retail service
Owest DSL (desiqned provisioning)Parity with retail service
DS3 and higher bit-rate services Parity with retail service
(aggregate)
Frame Relay Parity with retail service
LIS Trunks Parity with Feature Group 0 (aggregate)
Unbundled Dedicated Interoffice Transport (UDIT)
UDIT - DS11evei Parity with retail DS1 Private Line- Service
UDIT -Above DS11evei Parity with retail Private Line- Services above DS1
level
Dark Fiber - IOF Diagnostic
Unbundled Loops:
AnaloQ Loop Parity with retail Res and Bus POTS with dispatch
Non-loaded Loop (2-wire)Parity with retail ISDN BRI
Non-loaded Loop (4-wire)Parity with retail DS1 Private Line
DS1-capable Loop Parity with retail DS1 Private Line
ISDN-capable Loop Parity with retail ISDN BRI
ADSL-qualified Loop Parity with retail Owest DSL , with dispatch
Loop types of DS3 and higher bit-rates Parity with retail DS3 and higher bit-rate Private
(aggregate)Line services (aggregate)
Owest Idaho SGAT Third Revised Exhibit B FourthafG revicionAmended Exhibit B February 17Mav 5, 2004
OP- 6 - Delayed Days (continued)
Dark Fiber - Loop Diagnostic
E911 /911 Trunks Parity with retail E911/911 Trunks
:.cEnh:mcod Extendod Loops (EELs)1\11 StateD Diagnostic
9*GI
Enhanced Extended Loops (EELs) - (DSO Diagnostic
level)
Enhanced Extended Loops (EELs) - (DS1 OP-6A: Parity with retail DS1 Private Linelevel) M OP-6B: Diagnostic
Enhanced Extended Loops (EELs) - (DS3 Diagnostic
level)
Availability:Notes:
Available For OP-6A-3 and OP-6B-, Saturday is counted as a business day for
all orders for Resale Residence , Resale Business, and UNE-
(POTS), as well as for the retail analogues specified above as
standards. For all other products under OP-6A-3 and OP-6B-, and
for all products under OP-6A-
, -
6A-
, -
6A-
, -
6A-
, -
6B-
, -
6B-
, -
6B-, and -6B-. 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 (i.e., 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.
Qwest Idaho SGAT Third Revised~j.t...g Fourth fG rovisionAmended Exhibit B Febru3ry 17Mav 5, 2004
OP-7 - Coordinated "Hot Cut" Interval- Unbundled Loop
Purpose:
Evaluates the duration of completing coordinated "hot cuts" of unbundled loops, focusing on the time
actually involved in disconnecting the loop from the Owest network and connecting/testing the loop.
Description:
Measures the average time to complete coordinated "hot cuts" for unbundled loops , based on intervals
beginning with the "lift" time and ending with the completion time of Owest's applicable tests for the
loop.
Includes all coordinated hot cuts of unbundled loops that are completed/closed during the
reporting period, subject to exclusions specified below.
Hot cut" refers to moving the service of existing customers from Owest's switch/frames to the
CLEC's equipment, via unbundled loops. that will serve the customers.
Lift" time is defined as when Owest disconnects the existing loop.
Completion time" is defined as when Owest completes the applicable tests after connecting the
loop to the CLEC.
Reporting Period: One month Unit of Measure: Hours and Minutes
Reporting Comparisons: CLEC Disaggregation Reporting: Statewide level.
aggregate and individual CLEC
results
Formula:
I(Completion time - Lift time) -0- (Total Number of unbundled loops with coordinated cutovers
completed in the reporting period)
Exclusions:
Time intervals associated with CLEC-caused delays.
Records missing data essential to the calculation of the measurement per the PID.
Invalid starUstop dates/times or invalid scheduled date/times.
Product Reporting: Coordinated Unbundled Standard:
Loops - Reported separately for:co: 1 hour
Analog Loops All Other States: Diagnostic in light of OP-
All other Loop Types (Coordinated Cuts On Time)
Availability:Notes:
Available
Owest Idaho SGAT Third Revised Exhibit B, Fourth F9 re'lisionAmended Exhibit B Fobru3ry 17Mav 5, 2004
OP-8 - Number Portability Timeliness
Purpose:
Evaluates the timeliness of cutovers of local number portability (LNP).
Description:
OP-8B - LNP Timeliness with Loop Coordination (percent.l: Measures the percentage of coordinated
LNP triggers set prior to the scheduled start time for the loop.
All orders for LNP coordinated with unbundled loops that are completed/closed during
the reporting period are measured, subject to exclusions specified below.
OP-8C -LNP Timeliness without Loop Coordination (percent): Measures the percentage of LNP
triggers set prior to the Frame Due Time or scheduled start time for the LNP cutover as
applicable.
All orders for LNP for which coordination with a loop was not requested that are
completed/closed during the reporting period are measured (including standalone LNP
coordinated with other than Qwest-provided Unbundled Loops and non-coordinated
standalone LNP), subject to exclusions specified below.
For purposes of these measurements (OP-8B and -8C), "trigger" refers to the "1 a-digit
unconditional trigger" or Line Side Attribute (LSA) that is set or translated by Qwest.
Scheduled start time" is defined as the confirmed appointment time (as stated on the FOC), or a
newly negotiated time. In the case of LNP cutovers coordinated with loops, the scheduled time
used in this measurement will be no later than the "lay" time for the loop.
Reporting Period: One month Unit of Measure: Percent of triggers set on time
Reporting Comparisons: CLEC aggregate and Disaggregation Reporting: Statewide level.
individual CLEC results
Formula:
OP-8B = ((Number of LNP triggers set before the scheduled time for the coordinated loop cutover)
.;-
(Total Number of LNP activations coordinated with unbundled loops completed)) x 100
OP-8C = ((Number of LNP triggers set before the Frame Due Time or Scheduled Start Time) .;- (Total
Number of LNP activations without loop cutovers completed)) x 100
Exclusions:
GLEe-caused delays in trigger setting.
LNP requests that do not involve automatic triggers (e., DID lines without separate, unique
telephone numbers and Centrex 21).
LNP requests for which the records used as sources of data for these measurements have the
following types of errors:
Records with no paN (purchase order number) or STATE.
Records where triggers cannot be set due to switch capabilities.
Records with invalid due dates, a lication dates , or start dates.
Records with invalid completion dates.
Records missing data essential to the calculation of the measurement per the PID.
Invalid start/stop dates/times or invalid frame due or scheduled date/times.
Product Reporting: None Standard:95%
Availability:Notes:
Available
Qwest Idaho SGAT Third Revised Exhibit B Fourth F9 rovi8ion Amended Exhibit B
Page 45
Febru3ry 17Mav 5 , 2004
OP-13 - Coordinated Cuts On Time - Unbundled Loop
Purpose:
Evaluates the percentage of coordinated cuts of unbundled loops that are completed on time, focusing
on cuts completed within one hour of the committed order due time and the percent that were started
without CLEC approval.
Description:
Includes all LSRs for coordinated cuts of unbundled loops that are completed/closed during the
reporting period, subject to exclusions specified below.
. OP-13A - Measures the percentage of LSRs (CLEC orders) for all coordinated cuts of unbundled
loops that are started and completed on time. For coordinated loop cuts to be counted as "
time" in this measurement, the CLEC must agree to the start time, and Owest must (1) receive
verbal CLEC approval before starting the cut or lifting the loop, (2) complete the physical work and
appropriate tests, (3) complete the Owest portion of any associated LNP orders and (4) call the
CLEC with completion information , all within one hour of the time interval defined by the
committed order due time.
. OP-13B - Measures the percentage of all LSRs for coordinated cuts of unbundled loops that are
actually started without CLEC approval.
. "
Scheduled start time" is defined as the confirmed appointment time (as stated on the FOC), or a
newly negotiated appointment time.
. The "committed order due time" is based on the number and type of loops involved in the cut and
is calculated by adding the applicable time interval from the following list to the scheduled start
time:
Analog unbundled loops:
1 to 16 lines: 1 Hour
17 to 24 lines: 2 Hours
25+ lines: Project*
All other unbundled loops:
1 to 5 lines: 1 Hour
6 to 8 lines: 2 Hours
9 to 11 lines: 3 Hours
12 to 24 lines: 4 Hours
25+ lines: Project*
For Pro ects scheduled due dates and scheduled start times will be negotiated between CLEC
and Owest, but no committed order due time is established. Therefore, projects are not included
in OP-13A (see exclusion below).
. "
Stop" time is defined as when Owest notifies the CLEC that the Owest physical work and the
appropriate tests have been successfully accomplished, including the Owest portion of any
coordinated LNP orders.
. Time intervals following the scheduled start time or during the cutover process associated with
customer-caused delays are subtracted from the actual cutover duration.
. Where Owest's records of completed coordinated cut transactions are missing evidence of CLEC
approval of the cutover, the cut will be counted as a miss under both OP-13A and OP-13B.Reporting Period: One month
I Unit of Measure: Percent
Reporting Comparisons: CLEC Disaggregation Reporting: Statewide level.
aggregate and individual CLEC Results for this measurement will be reported according to:results OP-13A Cuts Completed On Time
OP-13B Cuts Started Without CLEC Approval
Owest Idaho SGAT Third Revised Exhibit B Fourth FG revision Amended Exhibit B
Page 46
Fobru3ry--:t-+Mav 5, 2004
OP-13 - Coordinated Cuts On Time - Unbundled Loop (continued)
Formula:
OP-13A = ((Count of LSRs for Coordinated Unbundled Loop cuts completed "On Time
) -+-
(Total
Number of LSRs for Coordinated Unbundled Loop Cuts completed in the reporting period))
x 100
OP-13B = ((Count of LSRs for Coordinated Unbundled Loop cuts whose actual start time occurs
without CLEC approval)
-+-
(Total Number of LSRs for Coordinated Unbundled Loop Cuts
completed in the reporting period)) x 100
Exclusions:
Applicable to OP-13A:
. Loop cuts that involve CLEC-requested non-standard methodologies, processes, or timelines.
OP-13A & OP-13B:
. Records with invalid completion dates.
. Records missing data essential to the calculation of the measurement per the PID which are not
otherwise designated to be "counted as a miss
Invalid start/stop dates/times or invalid scheduled date/times.
Projects involving 25 or more lines.
Product Reporting: Coordinated Unbundled
Loops - Reported separately for:
. Analog Loops
All Other Loops
Standards:
OP-13A:
AZ.: 90 Percent or more
All Other States: 95 Percent or more
Availability:
OP-13B: Diagnostic
Notes:
Available
Owest Idaho SGAT Third Revised Exhibit B Fourth~FII rovisionAmended Exhibit B Fobru3ry 17Mav 5, 2004
OP-15 - Interval for Pending Orders Delayed Past Due Date
Purpose:
Evaluates the extent to which Owest's pending orders are late, focusing on the average number of days the
pending orders are delayed past the Applicable Due Date, as of the end of the reporting period.
Description:
OP-15A - Measures the average number of business da s that pending orders are delayed beyond the
Applicable Due Date for reasons attributed to Owest.
Includes all pending inward orders (Change, New, and Transfer order types) for which the Applicable
Due Date recorded by Owest has been missed, subject to exclusions specified below. Change order
types included in this measurement consist of all "C" orders representing inward activity (with ~md
::lOtion coded line U80Cs).
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 Owest changes a due date for Owest reasons, the
Applicable Due Date is the customer-initiated due date, if any, that is ~a) subsequent to the original due
date and (b) prior to a Owest-initiated , changed due date, if any. NOTE
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 Owest-
initiated due date, if any, following the Applicable Due Date , from the subsequent customer-initiated due
date, if any. NOTE 1
OP-15B - Reports the number of pending orders measured in the numerator of OP-15A that were delayed
for Owest facility reasons.
Reporting Period: One month Unit of Measure:
OP-15A - Average Business Days NOTE
OP-15B - Number of orders pending facilities
Reporting Comparisons: .Disaggregation Reporting:
CLEC aggregate, individual CLEC, Owest retail Statewide
Formula:
OP-15A =L((Last Day of Reporting Period) - (Applicable Due Date of Late Pending Order) - (Time
intervals associated with customer-initiated due date changes or delays occurring after the
Applicable Due Date)) .;- (Total Number of Pending Orders Delayed for Owest reasons as of the
last day of Reporting Period)
OP-15B =Count of pending orders measured in numerator of OP-15A that were delayed for Owest facility
reasons
Exclusions:
. Disconnect, From (another form of disconnect) and Record order types.
. Records involving official company services.
. Records with invalid due dates or a lication dates.
. Records with invalid product codes.
. Records missinQ data essential to the calculation of the measurement per the PID.
Owest Idaho SGAT Third Revised Exhibit B Fourthd revision Amended Exhibit B
Page 48
Febru3ry 17Mav 5, 2004
OP-15 -Interval for Pending Orders Delayed Past Due Date (continued)
Product Reporting:Standards: OP-15B = diagnostic only
For OP-15A:
Resale
Residential single line service Diagnostic (Expectation: Parity with retail service)
Business single line service Diagnostic (Expectation: Parity with retail service)
Centrex Diagnostic (Expectation: Parity with retail service)
Centex 21 Diagnostic (Expectation: Parity with retail service)
PBX Trunk Diagnostic (Expectation: Parity with retail service)
Basic ISDN Diagnostic (Expectation: Parity with retail service
Owest DSL DiaQnostic (Expectation: Parity with retail service)
Primary ISDN Diagnostic (Expectation: Parity with retail service)
DSO Diagnostic Expectation: Parity with retail service)
DS1 Diagnostic (Expectation: Parity with retail service)
DS3 and higher bit-rate services Diagnostic (Expectation: Parity with retail service)
(aggregate)
Frame Relay Diagnostic (Expectation: Parity with retail service)
Unbundled Network Element - Platform Diagnostic (Expectation: Parity with retail service)
(UNE-P) (POTS)
Unbundled Network Element - Platform Diagnostic (Expectation: Parity with retail Centrex 21)
(UNE-P) (Centrex 21 )
Unbundled Network Element - Platform Diagnostic (Expectation: Parity with retail Centrex)
(UNE-P) (Centrex)
Line S littin Diaqnostic (Expectation: Paritv with.r:~tail Owest
DSL.)
Line Sharing Diagnostic (Exoectation: Paritv with retail Owest
DSlj
Sub-Loop Unbundling Diagnostic
LIS Trunks Diagnostic (Expectation: Parity with Feature Group D
(aggregate)) (separately reported)
Unbundled Dedicated Interoffice Transport (UDIT)
UDIT - DS1levei Diagnostic (Expectation: Parity with DS1 Private
Line- Service)
UDIT - Above DS1 level Diagnostic (Expectation: Parity with Private Line-
Services above DS 1 level)
Dark Fiber - IOF Diagnostic
Unbundled Loops:
Analog Loop Diagnostic (Expectation: Parity with retail Res and
Bus POTS with dispatch)
Non-loaded Loop (2-wire)Diagnostic Expectation: Parity with retail ISDN BRI)
Non-loaded Loop (4-wire)Diagnostic Expectation: Parity with retail DS1)
DS1-capable Loop DiaQnostic Expectation: Parity with retail DS1)
ISDN-capable Loop Diagnostic (Expectation: Parity with ISDN-BRI)
ADSL-qualified Loop Diagnostic (Expectation: Parity with retail Qwest DSL
with dispatch)
Loop types of DS3 or higher bit rate Diagnostic (Expectation: Parity with retail DS3 and
(aggreQate)higher bit-rate services (aggregate)
Dark Fiber - Loop Diagnostic
E911/911 Trunks Diagnostic (Expectation: Parity with retail E911 /911
Trunks)
Enhanced Extended Loops (EELs)Diagnostic
Qwest Idaho SGAT Third Revised~Fourth f9 roviEionAmended Exhibit B Fobru~ry 17Mav 5, 2004
OP-15 - Interval for Pending Orders Delayed Past Due Date (continued)
Availability:
Available
Notes:
1. 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 (i., 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.
2. For OP-15A, Saturday is counted as a business day for all non-dispatched
orders for Resale Residence, Resale Business, and UNE-P (POTS), as well
as for non-dispatched orders in the retail analogues specified above as
standards. For all other non-dispatched products and for all dispatched
products under OP-15A, Saturday is not counted as a business day.
Qwest Idaho SGAT Third Revised Exhibit B Fourth~ffI revisionAmended Exhibit B Febru3ry 17Mav 5, 2004
OP-17 - Timeliness of Disconnects associated with LNP Orders
Purpose:
Evaluates the quality of Owest completing LNP telephone number porting, focusing on the degree to
which porting occurs without implementing associated disconnects before the scheduled time/date.
Description:
OP-17A
Measures the percentage of all LNP telephone numbers (TNs), both stand alone and associated with
loops, that are ported without the incidence of disconnects being made by Owest before the
scheduled time/date, as identified by associated qualifying trouble reports.
Focuses on disconnects associated with timely CLEC requests for delaying the disconnects or no
requests for delays.
The scheduled time/date is defined as 11 :59 p.m. on (1) the due date of the LNP order recorded
by Owest or (2) the delayed disconnect date requested by the CLEC , where the CLEC submits a
timely request for delay of disconnection.
- A CLEC request for delay of disconnection is considered timely if received by Owest before 8:00
m. MT on the current due date of the LNP order recorded by Owest.
OP-178
Measures the percentage of all LNP telephone numbers (TNs), both stand alone and associated
with loops, that are ported without the incidence of disconnects being made by Owest before the
scheduled time/date, as identified by associated qualifying trouble reports.
Includes only disconnects associated with untimely CLEC requests for delaying the
disconnects.
A CLEC request for delay of disconnection is considered "untimely" if received by Owest
after 8:00 p.m. MT on the current due date of the LNP order recorded by Owest and before
12:00 p.m. MT (noon) on the day after the current due date.
Disconnects are defined as the removal of switch translations, including the 1 a-digit trigger.
Disconnects that are implemented early, and thus counted as a "miss" under this measurement, are
those that the CLEC identifies as such to Owest via trouble reports, within four calendar days of the
actual disconnect date, that are confirmed to be caused by disconnects being made before the
scheduled time.
Includes all CLEC orders for LNP TNs completed in the reporting period, subject to exclusions
specified below.
Reporting Period: One month Unit of Measure:Percent
Reporting Comparisons: CLEC Aggregate
and Individual CLEe-
Formula:
((Total number of LNP TNs ported pursuant to orders completed in the reporting period - Number of TNs
with qualifying trouble reports notifying Owest that disconnection before the scheduled time has occurred)
I ~ Total Number of LNP TNs ported pursuant to orders completed in the reporting period) x 100
Disaggregation Reporting:Statewide
Owest Idaho SGAT Third Revised Exhibit B Fourth revision Amended Exhibit B
Page 51
Fobru3ry 17Mav 5 , 2004
OP-17 - Timeliness of Disconnects associated with LNP Orders (continued)
Exclusions:
OP-17 A only
Trouble reports notifying Qwest of early disconnects associated with situations for which the CLEC
has failed to submit timely requests to have disconnects held for later implementation.
OP-17 A & B
Trouble reports not related to valid requests (LSRs) for LNP and associated disconnects.
LNP requests that do not involve automatic triggers (e., DID lines without separate, unique TNs
and Centrex 21).
Records with invalid trouble receipt dates.
Records with invalid cleared, closed or due dates.
Records with invalid product codes.
Records missing data essential to the calculation of the measurement per the PID.
OP-17B only
Trouble reports notifying Owest of early disconnects associated with situations for which the CLEC
did not submit its untimely requests by 12:00 p.m. MT (noon) on the day after the LNP due date to
have disconnects held for later implementation.
Product Reporting:LNP Standards:
OP-17A - 98.25%
OP-17B - Diagnostic only, in light of its measuring
only requests for delay of disconnect
that are defined as untimely.
Availability:Notes:
Available
Owest Idaho SGAT Third Revised-€xJ:Heit-BFourth~FG ro'li8ionAmended Exhibit B February 17Mav 5, 2004
Maintenance and Repair
MR-2 - Calls Answered within 20 Seconds - Interconnect Repair Center
Purpose:
Evaluates Customer access to Owest's Interconnection and/or Retail Repair Center(s), focusing on
the number of calls answered within 20 seconds.
Description:
Measures the percentage of Interconnection and/or Retail Repair Center calls answered within 20
seconds of the first ring.
Includes all calls to the Interconnect Repair Center during the reporting period, subject to
exclusions specified below.
First ring is defined as when the customer s call is first placed in queue by the ACO (Automatic
Call Distributor).
Answer is defined as when the call is first picked up by the Owest agent.
Abandoned calls and busy calls are counted as calls which are not answered within 20 seconds.
Reporting Period: One month Unit of Measure: Percent
Reporting Comparisons: CLEC aggregate and Disaggregation Reporting: Region-wide level.
Owest Retail levels.
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: None Standard: Parity
Availability:Notes:
Available
Owest Idaho SGAT Third Revised Exhibit B Fourth ffi revision Amended Exhibit B
Page 53
Febru3ry 17Mav 5, 2004
MR-3 - Out of Service Cleared within 24 Hours
Purpose:
Evaluates timeliness of repair for specified services , focusing on trouble reports where the out-of-
service trouble reports were cleared within the standard estimate for specified services (i.e., 24 hours
for out-of-service conditions).
Description:
Measures the percentage of out of service trouble reports , involving specified services, that are
cleared within 24 hours of receipt of trouble reports from CLECs or from retail customers.
Includes all trouble reports, closed during the reporting period, which involve a specified service
that is out-of-service (i., unable to place or receive calls), subject to exclusions specified below.
. Time measured is from date and time of rocoiptthat west is first notified of the trouble b GLEC
to date and time trouble is indic3ted 3S cleared.
Reporting Period: One month
I Unit of Measure: PercentReporting Disaggregation Reporting: Statewide level.
Comparisons: . Results for producUservices listed in Product Reporting under "MSA Type
CLEC aggregate, Disaggregation" will be disaggregated and reported according to troubleindividual CLEC reports involving:and Owest Retail MR-3A Dispatches within MSAs;results MR-3B Dispatches outside MSAs; and
MR-3C No dispatches.
Resuits for products/services listed in Product Reporting under "Zone-type
Disaggregation" will be disaggregated according to trouble reports involving:
MR-3D In Interval Zone 1 areas; and
MR-3E In Intervai Zone 2 areas.
Formula:
((Number of Out of Service Trouble Reports closed in the reporting period that are cleared within 24
hours) -;- (Total Number of Out of Service Trouble Reports closed in the reporting period)) x 100
Exclusions:
Trouble reports coded as follows:
For products measured from MTAS data (products listed for MSA-type disaggregation),
trouble reports coded to disposition codes for: Customer Action; Non-Telco Plant; Trouble
Beyond the Network Interface; and Miscellaneous - Non-Dispatch, non-Owest (includes CPE
Customer Instruction , Carrier, Alternate Provider).
For products measured from WFA (Workforce Administration) data (products listed for Zone-
type disaggregation) trouble reports coded to trouble codes for Carrier Action (IEC) and
Customer Provided Equipment (CPE).
. Subsequent trouble reports of any trouble before the original trouble report is closed.
Information tickets generated for internal Owest system/network monitoring purposes.
. Time delays due to "no access" are excluded from repair time for products/services listed in
Product Reporting under "Zone-type Disaggregation
For products measured from MTAS data (products listed for MSA-type disaggregation), trouble
reports involving a "no access" delay.
Trouble reports on the day of installation before the installation work is reported by the
technician/installer as complete.
Records involving official company services.
Records with invalid trouble receipt dates.
. Records with invalid cleared or closed dates.
. Records with invalid product codes.
. Records missing data essential to the calculation of the measurement per the PID.
Owest Idaho SGAT Third Revised Exhibit B Fourth ffi revision Amended Exhibit B
Page 54
Febru3ry 17Mav 5 2004
MR-3 - Out of Service Cleared within 24 Hours (Continued)
Product Reporting:Standards:
MSA-TvDe Disaaareaation -
Resale
Residential single line service Parity with retail service
Business single line service Parity with retail service
Centrex Parity with retail service
Centrex 21 Parity with retail service
PBX Trunks Parity with retail service
Basic ISDN Parity with retail service
Unbundled Network Element - Platform Parity with appropriate 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 Splitting
..,
Di3gnosticTBD
Line Sharing CO: Parity with Owest DSL
All Other States: Parity with RES and BUS
POTS
Sub-Loop Unbundling CO: Parity with retailISDN-BRI
All Other States: Diagnostic
Zone-type Disaaareaation -
Resale
Owest DSL Parity with retail service
Unbundled Loops
Analog Loop Parity with retail Res and Bus POTS
Non-loaded Loop (2 wire)Parity with retail ISDN-BRI
ISDN-capable Loop Parity with ISDN-BRI
ADSL-qualified Loop Paritv with retail Owest DSL
Availability:Notes:
Available
Owest Idaho SGAT Third Revised--€xhibit B Fourth6FE1 rovicionAmended Exhibit B Febru3ry 17Mav 5 2004
MR-4 - All Troubles Cleared within 48 hours
Purpose:
Evaluates timeliness of repair for specified services, focusing on trouble reports of all types (both out
of service and service affecting) and on the number of such trouble reports cleared within the standard
estimate for specified services (i., 48 hours for service-affecting conditions).
Description:
Measures the percentage of trouble reports, for specified services, that are cleared within 48 hours of
receipt of trouble reports from CLECs or from retail customers.
Includes all trouble reports, closed during the reporting period, which involve a specified service
subject to exclusions specified below.
. Time measured is from date and time of rocoiptthat west is first notified of the trouble b CLEC
to date and time trouble is indic3tod 3S cleared.Reporting Period: One month
I Unit of Measure: PercentReporting Disaggregation Reporting: Statewide level.
Comparisons: . Results for producUservices listed in Product Reporting under "MSA Type
CLEC aggregate, Disaggregation" will be disaggregated and reported according to troubleindividual CLEC reports involving:and Owest Retail MR-4A Dispatches within MSAs;results MR-4B Dispatches outside MSAs; and
MR-4C No dispatches.
Results for products/services listed in Product Reporting under "Zone-type
Disaggregation" will be disaggregated according to trouble reports involving:
MR-4D In Interval Zone 1 areas; and
MR-4E In Interval Zone 2 areas
Formula:
((Total Trouble Reports closed in the reporting period that are cleared within 48 hours) ~ (Total Trouble
Reports closed in the reporting period)) x 100
Exclusions:
Trouble reports coded as follows:
For products measured from MTAS data (products listed for MSA-type disaggregation),
trouble reports coded to disposition codes for: Customer Action; Non-Telco Plant; Trouble
Beyond the Network Interface; and Miscellaneous - Non-Dispatch, non-Owest (includes CPE
Customer Instruction, Carrier, Alternate Provider).
For products measured from WFA (Workforce Administration) data (products listed for Zone-
type disaggregation) trouble reports coded to trouble codes for Carrier Action (IEC) and
Customer Provided Equipment (CPE).
. Subsequent trouble reports of any trouble before the original trouble report is closed.
Information tickets generated for internal Owest system/network monitoring purposes.
. Time delays due to "no access" are excluded from repair time for products/services listed in
Product Reporting under "Zone-type Disaggregation
For products measured from MTAS data (products listed for MSA-type disaggregation), trouble
reports involving a "no access" delay.
Trouble reports on the day of installation before the installation work is reported by the
technician/installer as complete.
Records involving official company services.
Records with invalid trouble receipt dates.
Records with invalid cleared or closed dates.
Records with invalid product codes.
Records missing data essential to the calculation of the measurement per the PID.
Owest Idaho SGAT Third Revised Exhibit B Fourth~FfI revision Amended Exhibit B
Page 56
Fobru3ry 17Mav 5, 2004
MR-4 - All Troubles Cleared within 48 Hours (Continued)
Product Reporting:I Standards:
MSA-Tvee Disaaareaation
Resale
Residential single line service Parity with retail service
Business sinqle line service Parity with retail service
Centrex Parity with retail service
Centrex 21 Parity with retail service
PBX Trunks Parity with retail service
Basic ISDN Parity with retail service
Unbundled Network Element - Platform Parity with appropriate 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 Splitting Di3gnosticTBD
Line Sharing Parity with RES and BUS POTS
Sub-Loop Unbundlinq Diagnostic
Zone-Tvee Disaaareaation
Resale
Owest DSL Parity with retail service
Unbundled Loops:
Analog Loop Parity with retail Res and Bus POTS
Non-loaded Loop (2 wire)Parity with retail ISDN-BRI
ISDN-capable Loop Parity with retailISDN-BRI
ADSL-qualified Loop Parity with retail Owest DSL
Availability:Notes:
Available
Owest Idaho SGAT Third Revised Exhibit B Fourth~fEI revisionAmended Exhibit 8 February 17Mav 5, 2004
MR-5 - All Troubles Cleared within 4 hours
Purpose:
Evaluates timeliness of repair for specified services, focusing on all trouble reports of all types
(including out of service and service affecting troubles) and on the number of such trouble reports
cleared within the standard estimate for specified services (i., 4 hours).
Description:
Measures the percentage of trouble reports for specified services that are cleared within 4 hours of
receipt of trouble reports from CLECs or from retail customers.
Includes all trouble reports, closed during the reporting period , which involve a specified service
subject to exclusions specified below.
Time measured is from date and time of rocoiptthat Owest is first notified of the trouble bv CLEC to
date and time trouble is cleared.
Reporting Period: One month Unit of Measure: Percent
Reporting Comparisons:Disaggregation Reporting: Statewide level.
CLEC aggregate, individual Results for listed products will be disaggregated according to trouble
CLEC and Owest Retail results reports:
MR-In Interval Zone 1 areas; and
MR-In Interval Zone 2 areas.
Formula:
((Number of Trouble Reports closed in the reporting period that are cleared within 4 hours) -;. (Total
Trouble Reports closed in the reporting period)) x 100
Exclusions:
Trouble reports coded as follows:
For products measured using WFA (Workforce Administration) data (products listed for Zone-
type disaggregation) trouble reports coded to trouble codes for Carrier Action (IEC) and
Customer Provided Equipment (CPE).
Subsequent trouble reports of any trouble before the original trouble report is closed.
Information tickets generated for internal Owest system/network monitoring purposes.
Time delays due to "no access" are excluded from repair time.
Trouble reports the day of installation before the installation work reported by the
technician/installer as complete.
Records involving official company services.
Records with invalid trouble receipt dates.
Records with invalid cleared or closed dates.
Records with invalid product codes.
Records missing data essential to the calculation of the measurement per the PID.
Owest Idaho SGAT Third Revised Exhibit B fourth~FG revision Amended Exhibit B
Page 58
Fobru:Jry 17Mav 5, 2004
MR-5 - All Troubles Cleared within 4 hours (continued)
Product Reporting:Standards:
Zone-Type Disaggregation -
Resale
Primary ISDN Parity with retail service
DSO Parity with retail service
. DS1 Parity with retail service
DS3 and higher bit-rate services Parity with retail service
(aggregate)
Frame Relay Parity with retail service
LIS Trunks Parity with Feature Group 0 (aggregate)
Unbundled Dedicated Interoffice Transport (UDIT
UDIT - DS1 level Parity with DS1 Private Line Service
UDIT - Above DS1 level Parity with Private Line Services above DS1 level
Unbundled Loops:
Non-loaded Loop (4-wire)Parity with retail OS 1
DS1-capable Loop Parity with retail DS1
Loop types of DS3 and higher bit-rates Parity with retail DS3 and higher bit-rate services
(aggregate)(aggregate)
E911/911 Trunks Parity with retail E911/911 Trunks
nEnh3nced Extended Loops (EELs)/\11 St3tOS Diagnostic
-I:
Enhanced Extended Loops (EELs) - (DSO Diagnosticlevel) . M
Enhanced Extended Loops (EELs) - (DS1 Parity with retail DS 1 Private Line
level)~~I,
Enhanced Extended Loops (EELs) - (DS3 Diagnostic
level)
Availability:Notes:
Available
Owest Idaho SGAT Third Revised Exhibit 8 Fourthgffi rovisionAmended Exhibit B Fobru3ry 17Mav 5, 2004
MR-6 - Mean Time to Restore
Purpose:
Evaluates timeliness of repair, focusing how long it takes to restore services to proper operation.
Description:
Measures the time actually taken to clear trouble reports.
Includes all trouble reports closed during the reporting period, subject to exclusions specified below.
Includes customer direct reports, customer-relayed reports, and test assist reports that result in a
trouble report.
. Time measured is from date and time of rooeiptthat west is first notified of the trouble b CLEC to
date and time trouble is cleared.
Reporting Period: One month
I Unit of Measure: Hours and
Minutes
Reporting Disaggregation Reporting: Statewide level.
Comparisons: . Results for producUservices listed in Product Reporting under "MSA Type
CLEC aggregate, Disaggregation" will be reported according to trouble reports involving:individual CLEC MR-6A Dispatches within MSAs;and Owest Retail MR-6B Dispatches outside MSAs; andresults MR-6C No dispatches.
Results for products/services listed in Product Reporting under "Zone-type
Disaggregation" will be disaggregated according to trouble reports involving:
MR-6D In Interval Zone 1 areas; and
MR-6E In Interval Zone 2 areas.
Formula:
I((Date & Time Trouble Report Cleared) - (Date & Time Trouble Report Opened)) 7 (Total number of
Trouble Reports closed in the reporting period)
Exclusions:
Trouble reports coded as follows:
For products measured from MTAS data (products listed for MSA-type disaggregation), trouble
reports coded to disposition codes for: Customer Action; Non-Telco Plant; Trouble Beyond the
Network Interface; and Miscellaneous - Non-Dispatch , non-Owest (includes CPE, Customer
Instruction , Carrier, Alternate Provider).
For products measured from WFA (Workforce Administration) data (products listed for Zone-
type disaggregation) trouble reports coded to trouble codes for Carrier Action (IEC) and
Customer Provided Equipment (CPE).
. Subsequent trouble reports of any trouble before the original trouble report is closed.
Information tickets generated for internal Owest system/network monitoring purposes.
. Time delays due to "no access" are excluded from repair time for products/services listed in Product
Reporting under "Zone-type Disaggregation
. For products measured from MTAS data (products listed for MSA-type disaggregation), trouble
reports involving a "no access" delay.
Trouble reports on the day of installation before the installation work is reported by the
technician/installer as complete.
. Records involving official company services.
. Records with invalid trouble receipt dates.
. Records with invalid cleared or closed dates.
. Records with invalid product codes.
. Records missinQ data essential to the calculation of the measurement per the PID.
Owest Idaho SGAT Third Revised Exhibit B Fourth FG revision Amended Exhibit B
Page 60
Febru3ry 17Mav 5, 2004
MR-6 - Mean Time to Restore (Continued)
Product Reporting:I Standards:
MSA-Tvoe DisaaareQation -
Resale
Residential single line service Parity with retail service
Business single line service Parity with retail service
Centrex Parity with retail service
Centrex 21 Parity with retail service
PBX Trunks Parity with retail service
Basic ISDN 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 Splitting Di3gnosticTBD
Line Sharing CO: Parity with Owest DSL
All Other States: Parity with RES and BUS POTS
Sub-Loop Unbundling CO: Parity with retail ISDN-BRI
All Other States: Diagnostic
Zone-Type Disaaareaation -
Resale
Owest DSL Parity with retail service
Primary ISDN Parity with retail service
DSO Parity with retail service
DS1 Parity with retail service
DS3 and higher bit-rate services Parity with retail service
(aggregate)
Frame Relay Parity with retail service
LIS Trunks Parity with Feature Group D (aggregate)
Unbundled Dedicated Interoffice Transport (UDIT)
UDIT - DS1 level Parity with retail DS1 Private Line
UDIT - Above DS1 level Parity with retail Private Lines above DS 1 level
Dark Fiber - IOF Diagnostic
Unbundled Loops:
Analog Loop Parity with retail Res and Bus POTS
Non-loaded Loop (2-wire)Parity with retail ISDN BRI
Non-loaded Loop (4-wire)Parity with retail DS1 Private Line
DS1-capable Loop Parity with retail DS1 Private Line
ISDN-capable Loop Parity with retail ISDN BRI
ADSL-qualified Loop Parity with retail Owest DSL
Loop types of DS3 and higher bit-rates Parity with retail DS3 and higher bit-rate Private
(aggregate)Line services (aggregate)
Dark Fiber - Loop Diagnostic
E911/911 Trunks Parity with retail E911/911 Trunks
:=Enh::moed Extended Loops (EELs)1\11 St3tes Di3gnostic
Enhanced Extended Loops (EELs) - (DSO Diagnostic
level)
Enhanced Extended Loops (EELs) - (DS1 Parity with retail DS1 Private Linelevel)
Enhanced Extended Loops (EELs) - (DS3 Diagnostic
level)
Owest Idaho SGAT Third Revised Exhibit B, Fourth~FII revisionAmended Exhibit B Febru3ry 17Mav 5, 2004
MR-6 - Mean Time to Restore (Continue
Ava;lab;Uty: Note.,
Available
Qwest Idaho SGAT Third Revised Exhibit B Fourth ,e rovisionAmended Exhibit B Febru:JrY 17Mav 5, 2004
MR-? - Repair Repeat Report Rate
Purpose:
Evaluates the accuracy of repair actions , focusing on the number of re eated trouble re orts received
for the same trouble line/circuit within a specified period (30 calendar days).
Description:
Measures the percentage of trouble reports that are repeated within 30 days on end user lines and
circuits.
Includes all trouble reports closed during the reporting period that have a re eated trouble re ort
received within thirtv (30) davs of the initial trouble report that are received within thirty (30) days
of tho previous trouble report for the same service (regardless of whether the report is about the
same type of trouble for that service), subject to exclusions specified below.
In determining same service Owest will compare the end user telephone number or circuit access
code number of the initial trouble reports closed durin the re ortina period with reports received
within in the prior 30 days of when the initial trouble re ort closed.
Includes reports due to Owest network or system causes, customer-direct and customer-relayed
reports.
The 30-day period applied in the numerator of the formula below is from the date and time that the
initial immediCitely preceding trouble report is closed to the date and time that the next, or "repeat"
trouble report is received (i., opened).
Reporting Period: One monthJ~l2.orted in Unit of Measure: Percent
arrears (i.e.. results first aj:)pear in reports one
month later than results for measurements that
are not reported in arrears). in order to cover th~
30-dav neriod followinG the initial trouble r~l1orJ.
Reporting Disaggregation Reporting: Statewide level.
Comparisons:Results for producUservices listed in Product Reporting under "MSA Type
CLEC Disaggregation" will be reported according to trouble reports involving:
aggregate MR-7A Dispatches within MSAs;
individual MR-7B Dispatches outside MSAs; and
CLEC and MR-7C No dispatches.
Owest Retail Results for products/services listed in Product Reporting under "Zone-type
results Disaggregation" will be disaggregated according to trouble reports involving:
MR-7D In Interval Zone 1 areas; and
MR-7E In Interval Zone 2 areas.
Formula:
((Total repeated trouble reports closed within the reporting period that had a re eated trouble re ort
received were received-within 30 calendar days of when the preceding initial trouble report closed) +
(Total number of Trouble Reports Closed in the reporting period)) x 100
Exclusions:
Trouble reports coded as follows:
For products measured from MTAS data (products listed for MSA-type disaggregation),
trouble reports coded to disposition codes for: Customer Action; Non-Telco Plant; Trouble
Beyond the Network Interface; and Miscellaneous - Non-Dispatch, non-Owest (includes CPE
Customer Instruction, Carrier, Alternate Provider).
For products measured from WFA (Workforce Administration) data (products listed for Zone-
type disaggregation) trouble reports coded to trouble codes for Carrier Action (IEC) and
Customer Provided Equipment (CPE).
Subsequent trouble reports of any trouble before the original trouble report is closed.
Information tickets generated for internal Owest system/network monitoring purposes.
Trouble reports on the day of installation before the installation work is reported by the
technician/installer as complete.
Records involvinq official company services.
Owest Idaho SGAT Third Revised Exhibit B FourthaF9 rovit;ion Amended Exhibit B
Page 63
Febru3ry 17Mav 5, 2004
MR-7 - Repair Repeat Report Rate (Continued)
Records with invalid trouble receipt dates.
Records with invalid cleared or closed dates.
Records with invalid product codes.
Records missing data essential to the calculation of the measurement per the PID.
Owest Idaho SGAT Third Revised Exhibit B Fourth~
'"
rcvisionAmended Exhibit B Fobru3ry 17Mav 5, 2004
MR-? - Repair Repeat Report Rate (Continued)
Product Reporting:Standards:
MSA-Tvee Disaqqreaation -
Resale
Residential single line service Parity with retail service
Business single line service Parity with retail service
Centrex Parity with retail service
Centrex 21 Parity with retail service
PBX Trunks Parity with retail service
Basic ISDN 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 (UNE-Parity with retail Centrex
P) (Centrex)
Line Splitting W:Jchington only Di3gnoctioParitv with Owest Retail DSL
Line Sharing AZ & CO: Parity with Owest Retail DSL
All Other States: Diagnostic Comparison with
Owest Retail DSL
Sub-Loop Unbundling CO: Parity with RetaiIISDN-BRI
All Other States: Diagnostic
Zone-Tyee Disaaareaation -
Resale
Owest DSL Parity with retail service
Primary ISDN Parity with retail service
DSO Parity with retail service
DS1 Parity with retail service
DS3 and higher bit-rate services Parity with retail service
(aggregate)
Frame Relay Parity with retail service
LIS Trunks Parity with Feature Group D (aggregate)
Unbundled Dedicated Interoffice Transport (UDIT)
UDIT - OS 1 level Parity with retail DS1 Private Line
UDIT - Above OS 1 level Parity with retail Private Lines above DS1 level
Dark Fiber - 10F Dia!::Jnostic
Unbundled Loops:
Analog LOOD Parity with retail Res and Bus POTS
Non-loaded Loop (2-wire)Parity with retail ISDN BRI
Non-loaded Loop (4-wire)Parity with retail DS1 Private Line
OS 1-capable Loop Parity with retail DS1 Private Line
ISDN-capable LOOD Parity with retail ISDN BRI
ADSL-qualified LOOD Parity with retail Owest DSL
Loop types of DS3 and higher bit-rates Parity with retail DS3 and higher bit-rate Private
(aggreqate)Line services (aqqreqate)
Dark Fiber - Loop Diagnostic
E911/911 Trunks Parity with retail E911/911 Trunks
~Enh3ncod Extondod Loops (EELs)1\11 8t3tes Di3gnostic
Enhanced Extended Loops (EELs) - (DSO Diagnostic
level)I..
Enhanced Extended Loops (EELs) - (DS1 Parity with retail DS1 Private Line
level)Washington only
Owest Idaho SGA T Third Revised Exhibit B Fourth revisionAmended Exhibit B Febru3ry 17Mav 5, 2004
MR-7 - Repair Repeat Report Rate (Continued)
Enhanced Extended Loops (EELs) - (DS3 Diagnosticlevel)
. ,~
Availability:Notes:
Taraeted availabilitv with Julv 2004
results reoorted in Seotember 2004!\V3i13blo
Owest Idaho SGA T Third Revised Exhibit B Fourth f!J revisionAmended Exhibit 8 Fobru3ry 17Mav 5, 2004
MR-8 - Trouble Rate
Purpose:
Evaluates the overall rate of trouble reports as a percentage of the total installed base of the service or
element.
Description:
Measures trouble reports by product and compares them to the number of lines in service.
Includes all trouble reports closed during the reporting period, subject to exclusions specified
below.
Includes all applicable trouble reports, including those that are out of service and those that are
only service-affectinQ.
Reporting Period: One month Unit of Measure: Percent
Reporting Comparisons: CLEC aggregate Disaggregation Reporting: Statewide level.
individual CLEC and Owest Retail results
Formula:
((Total number of trouble reports closed in the reporting period involving the specified service
grouping) 7 (Total number of the specified services that are in service in the reporting period)) x 100
Exclusions:
Trouble reports coded as follows:
For products measured from MTAS data, trouble reports coded to disposition codes for:
Customer Action; Non-Telco Plant; Trouble Beyond the Network Interface; and Miscellaneous
- Non-Dispatch, non-Owest (includes CPE, Customer Instruction, Carrier, Alternate Provider).
For products measured from WFA data trouble reports coded to trouble codes for Carrier
Action (IEC) and Customer Provided Equipment (CPE).
Subsequent trouble reports of any trouble before the original trouble report is closed.
Information tickets generated for internal Owest system/network monitoring purposes.
Trouble reports on the day of installation before the installation work is reported by the
technician/installer as complete.
Records involving official company services.
Records with invalid trouble receipt dates.
Records with invalid cleared or closed dates.
Records with invalid product codes.
Records missing data essential to the calculation of the measurement per the PID.
Owest Idaho SGAT Third Revised Exhibit 8 Fourth~ffi revision Amended Exhibit B
Page 67
Febru3ry 17Mav 5 , 2004
MR-8 - Trouble Rate (continued)
Product Reporting:Standards:
Resale
Residential single line service Parity with retail service
Business single line service Parity with retail service
Centrex Parity with retail service
Centrex 21 Parity with retail service
PBX Trunks Parity with retail service
Basic ISDN Parity with retail service
Owest DSL Parity with Owest DSL service
Primary ISDN Parity with retail service
DSO Parity with retail service
DS1 Parity with retail service
DS3 and higher bit-rate services Parity with retail service
(aggregate)
Frame Relay 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 -Parity with retail Centrex
Platform(UNE-P) (Centrex)
Line Splitting Di3gnosticTBD
Line Sharing CO: Parity with Owest DSL
All Other States: Parity with RES and BUS
POTS
Sub-Loop Unbundling CO: Parity with retaillSDN-BRI
All Other States: Diagnostic
LIS Trunks Parity wfth Feature Group D (aggregate)
Unbundled Dedicated Interoffice Transport (UDIT)
UDIT - DS1 level Parity with retail DS1 Private Line Service
UDIT - Above DS1 level Parity with retail Private Lines above DS1 level
Dark Fiber - IOF Diagnostic
Unbundled Loops:
Analog Loop Parity with retail Res and Bus POTS
Non-loaded Loop (2-wire)Parity with retail ISDN BRI
Non-loaded Loop (4-wire)Parity with retail DS1 Private Line
OS 1-capable Loop Parity with retail DS1 Private Line
ISDN-capable Loop Parity with retail ISDN BRI
ADSL-qualified Loop Parity with retail Owest DSL
Loop types of DS3 and higher bit-rates Parity with retail DS3 and higher bit-rate services
(aggreqate)(aggregate)
Dark Fiber - Loop Diagnostic
E911 /911 Trunks Parity with retail E911/911 Trunks
:::Enh::mced Extended Loops (EELs)1\11 St3tos Di3gnostic
Enhanced Extended Loops (EELs) - (DSO Diagnosticlevel ~~I"
Enhanced Extended Loops (EELs) - (DS1 Parity with retail DS1 Private Line
level)
Enhanced Extended Loops (EELs) - (DS3 Diagnostic
level)W3shington only
Owest Idaho SGAT Third Revised Exhibit 8 Fourth3FG revisionAmended Exhibit B Fobru3ry 17Mav 5, 2004
MR-8 - Trouble Rate (continued)
AyaHabHity'
Available
I Noteso
Owest Idaho SGAT Third Revised Exhibit B Fourth~fd revisionAmended Exhibit B Fobru3ry 17Mav 5 2004
MR-9 - Repair Appointments Met
Purpose:
Evaluates the extent to which Qwest repairs services for Customers by the appointment date and time.
Description:
Measures the percentage of trouble reports for which the appointment date and time is met.
Includes all trouble reports closed during the reporting period, subject to exclusions specified
below.
Time measured is from date and time of roooiptthat Qwest is first notified of the trouble bv CLEC
to date and time trouble is indic3tod 30 cleared.
Reporting Period: One month
I Unit of Measure: Percent
Reporting Disaggregation Reporting: Statewide level.
Comparisons: CLEC Results for listed services will be disaggregated and reported
aggregate, individual according to trouble reports involving:
CLEC and Qwest Retail MR-Dispatches within MSAs
results MR-Dispatches outside MSAs; and
MR-No dispatches.
Formula:
((Total Trouble Reports Cleared by appointment date and time) -7 (Total Trouble Reports Closed in the
Reporting Period)) x 100
Exclusions:
Trouble reports coded as follows:
For products measured from MTAS data, 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).
Subsequent trouble reports of any trouble before the original trouble report is closed.
Information tickets generated for internal Qwest system/network monitoring purposes.
Time delays due to "no access" are excluded from repair time by using the rescheduled
appointment time to determine if the repair appointment is met.
Trouble reports on the day of installation before the installation work is reported by the
technician/installer as complete.
Records involving official company services.
Records with invalid trouble receipt dates.
Records with invalid cleared or closed dates.
Records with invalid product codes.
Records missinq data essential to the calculation of the measurement per the PID.
Product Reporting:Standard: Parity
Resale:
Residential single line service
Business single line service
Centrex
Centrex 21
PBX Trunks
Basic ISDN
Unbundled Elements - Platform (UNE-
(POTS)
Availability:Notes:
Available
Qwest Idaho SGAT Third Revised Exhibit 8 Fourth fEI revision Amended Exhibit B
Page 70
Fobru3ry 17Ma'L_. 2004
MR-10 - Customer and Non-Qwest Related Trouble Reports
Purpose:
Evaluates the extent that trouble reports were customer related , and provides diagnostic information
to help address potential issues that might be raised by the core maintenance and repair performance
indicators.
Description:
Measures the percentage of all trouble reports that are attributed to the customer as a percentage of
all trouble reports resolved during the reporting period , subject to exclusions specified below.
Includes trouble reports closed during the reporting period coded as follows:
For products measured from MTAS data , trouble reports coded to disposition codes for: Customer
Action; Non-Telco Plant, Trouble Beyond the Network Interface; and Miscellaneous - Non-
Dispatch , non-Owest (includes CPE, Customer Instruction , Carrier, Alternate Provider) and trouble
reports involving a "no access" delay for MSA type disaggregated products.
For products measured from WFA (Workforce Administration) data trouble reports coded to
trouble codes for Carrier Action (IEC) and Customer Provided Equipment (CPE).
Reporting Period: One month Unit of Measure: Percent
Reporting Comparisons: CLEC aggregate Disaggregation Reporting: Statewide level.
individual CLEC and Owest Retail results
Formula:
((Number of Trouble Reports coded to disposition codes specified above) .;. (Total Number of Trouble
Reports Closed in the Reporting Period)) x 100
Exclusions:
Subsequent trouble reports of any trouble before the original trouble report is closed
Information tickets generated for internal Owest system/network monitoring purposes.
Records involving official company services.
Records with invalid trouble receipt dates.
Records with invalid cleared or closed dates.
Records with invalid product codes.
Records missing data essential to the calculation of the measurement per the PID.
Trouble reports on the day of installation before the installation work is reported by the
technician/installer as complete.
Owest Idaho SGAT Third Revised Exhibit B Fourth F6 revision Amended Exhibit B
Page 71
Fobru3ry 17Mav 5, 2004
MR-10 Customer and Non-Qwest Related Trouble Reports (continued)
Product Reporting:Standards:
Resale
Residential single line service Diagnostic
Business single line service Diagnostic
Centrex Diagnostic
Centrex 21 Diagnostic
PBX Trunks Diagnostic
Basic ISDN Diagnostic
Qwest DSL Diagnostic
Unbundled Network Element - Platform Diagnostic
(UNE-P) (POTS)
Unbundled Network Element - Platform Diagnostic
(UNE-P) (Centrex 21 )
Unbundled Network Element - Platform Diagnostic
(UNE-P) (Centrex)
Resale
Primary ISDN Diagnostic
DSO Diagnostic
DS1 Diagnostic
DS3 and higher bit-rate services Diagnostic
(aggregate)
Frame Relay Diagnostic
LIS Trunks Diagnostic
Unbundled Dedicated Interoffice Transport (UDIT)
UDIT - DS1 level Diagnostic
UDIT - Above DS1 level Diagnostic
Unbundled Loops:
Analog Loop Diagnostic
Non-loaded Loop (2-wire)Diagnostic
Non-loaded Loop (4-wire)Diagnostic
DS 1-capable Loop Diagnostic
ISDN-capable Loop Diagnostic
ADSL-qualified Loop Diaonostic
Loop types of DS3 and higher bit-rates Diagnostic
(aggregate)
E911/911 Trunks Diagnostic
Availability:Notes:
Available
Owest Idaho SGAT Third Revised Exhibit B Fourth ffi rO'.'isionAmended Exhibit B Fobru3ry 17Mav 5, 2004
MR-11 - LNP Trouble Reports Cleared within 24 Hours
Purpose:
Evaluates timeliness of clearing LNP trouble reports, focusing on the degree to which residence and
business, disconnect-related, out-of-service trouble reports are cleared within four business hours and all
LNP-related trouble reports are cleared within 48 hours.
Description:
MR-11A: Measures the percentage of specified LNP-only (i.e., not unbundled-loop), residence and
business, out-of-service trouble reports that are cleared within four business hours of Owest
receiving these trouble reports from GLEGs.
Includes only trouble reports that are received on or before the currently-scheduled due date
of the actual LNP-related disconnect time/date, or the next business da , that are confirmed
to be caused by disconnects being made before the scheduled time, and that are closed
during the reporting period , subject to exclusions specified below.
MR-11 B: Measures the percentage of specified LNP-only trouble reports that are cleared within 48 hours
of Owest receiving these trouble reports from GLEGs.
Includes all LNP-only trouble reports, received within four calendar days of the actual LNP-
related disconnect date and closed during the reporting period.
The "currently-scheduled due date/time" is the original due date/time established by Owest in
response to GLEG/customer request for disconnection of service ported via LNP or, if GLEG submits
to Owest a timely or untimely request for delay of disconnection , it is the GLEG/customer-requested
later date/time.
. A request for delay of disconnection is considered timely if received by Owest before 8:00 p.m. MT
on the due date that Owest has on record at the time of the request.
. A request for delay of disconnection is considered untimely if received by Owest after 8:00 p.m. MT
on the due date and before 12:00 p.m. MT (noon) on the day after the due date
Time measured is from the date and time Owest receives the trouble report to the date and time
trouble is cleared.
Reporting Period: One month Unit of Measure: Percent
Reporting Comparisons: GLEG Aggregate and
Individual GLEG
Disaggregation Reporting: Statewide level (all are
non-dispatched"
Formula:
MR-11 A = ((Number of specified out-of-service LNP-only Trouble Reports, for LNP-related troubles
confirmed to be caused by disconnects, that Owest executed before the currently-scheduled
due date/time, that were closed in the reporting period and cleared within four business
hours).;. (Total Number of specified out of service LNP-only Trouble Reports for LNP-related
troubles confirmed to be caused by disconnects that Owest executed before the currently-
scheduled due date/time, that were closed in the reporting period)) x 100
MR-11 B = ((Number of specified LNP-only Trouble Reports closed in the reporting period that were
cleared within 48 hours) .;. (Total Number of specified LNP-only Trouble Reports closed in the
reporting period)) x 100
Owest Idaho SGAT Third Revised Exhibit 8 Fourth
'"
revision Amended Exhibit B
Page 73
Febru3ry 17Mav 5, 2004
MR-11 - LNP Trouble Reports Cleared within 24 Hours (Continued)
Exclusions:
Trouble reports attributed to customer or non-Qwest reasons
Trouble reports not related to valid requests (LSRs) for LNP and associated disconnects.
. Subsequent trouble reports of LNP trouble before the original trouble report is closed.
. For MR-11 B only: Trouble reports involving a "no access" delay.
Information tickets generated for internal Qwest system/network monitoring purposes.
Records involving official company services.
Records with invalid trouble receipt dates.
Records with invalid cleared or closed dates.
. Records with invalid product codes.
Records missing data essential to the calculation of the measurement per the PID.
Product Reporting: LNP Standards:
MR-11A:
If OP-17 result meets its standard , the MR-11 A standard is Diagnostic.
If OP-17 result does not meet its standard, the MR-11A standard is as
follows:
For 0-20 trouble reports : No more than 1 ticket cleared in ;:. four
business hours
For;:. 20 trouble reports : The lesser of 95% or Parity with MR-
results for Retail Residence and Business
MR-11 B:
For 0-20 trouble reports : No more than 1 ticket cleared;:. 48 hours
For;:. 20 trouble reports : The lesser of 95% or Parity with MR-
results for Retail Residence and Business
. Based on MR-11 A denominator.
Based on MR-11 B denominator.
Availability:
Available
Notes:
Qwest Idaho SGAT Third Revised Exhibit B FourthdFG rovisionAmended Exhibit B Febru:xy 17Mav 5, 2004
Billing
BI-1 - Time to Provide Recorded Usage Records
Purpose:
Evaluates the timeliness with which Qwest provides recorded daily usage records to GLEGs.
Description:
Measures the average time interval from date of recorded daily usage to date usage records are
transmitted or made available to GLEGs as applicable.
BI-1A - Measures recorded daily usage for UNEs and Resale and includes industr~ standard
electronically transmitted usage records for feature group switched access,N TE 1 local
measured usage, local message usage, toll usage, and local exchange service components
priced on a per-use basis, subject to exclusions specified below.
BI-1 B - Measures the percent of recorded daily usage for Jointly provided switched access provided
within four days.This includes usage created by the GLEG and Qwest or IXC providing
access , usually via 2-way Feature Group X trunk groups for Feature Group A, Feature Group
, Feature Group D, Phone to Phone IP Telephony, 8XX access, and 900 access and their
successors or similar Switched Access services.
BI-1G - Provides separate reporting for two elements captured in BI-1A above, as follows:
BI-1 G-1 - Measures recorded daily usage for UNEs and Resale and includes industry
standard electronically transmitted usage records for feature group switched access, NOTE 1
subject to exclusions specified below.
BI-1 G-2 - Measures recorded daily usage for UNEs and Resale and includes industry
standard electronically transmitted usage records for local measured usage local
message usage, toll usage , and local exchange service components priced on a per-use
basis, subject to exclusions specified below.
Reporting Period: One month Unit of Measure:
BI-, BI-1C-, BI-1G-2: Average Business Da
BI-1B:Percent
Reporting Comparisons: GLEG aggregate Disaggregation Reporting: State level.
individual GLEGs, and Qwest Retail results
Formula:
BI-, BI-1G-, BI-1C-2 (for specified products & records) = I(Date Record Transmitted or made
available - Date Usage Recorded) 7 (Total number of records)
BI-1 B = ((# of daily usage records for Jointly provided switched access sent within four days) 7 (Total
daily usage records for Jointly provided switched access in the report period)) x 100
Exclusions:
Instances where the CLEC requests other than daily usage transmission or availability.
Dunlicate records.
Product Reporting:Standards:
UNEs and Resale BI-1A: Parity with Qwest retail.
Jointly-provided Switched Access BI-1 B: 95% within 4 business days
BI-1 C-, BI-1 G-2: Diagnostic Comparison with the
Qwest Retail results used in standard for
BI-
Availability:Notes:
Available Feature group switched access" includes all
type 11 OXXX detail records for Feature
Groups A, B, G, and D.
Qwest Idaho SGAT Third Revised Exhibit B Fourth ffi revision Amended Exhibit B
Page 75
Fobru3ry 17Mav 5, 2004
BI-2 - Invoices Delivered within 10 Days
Purpose:
Evaluates the timeliness with which Owest delivers industry standard electronically transmitted bills to
CLECs, focusing on the percent delivered within ten calendar days.
Description:
Measures the percentage of invoices that are delivered within ten days , based on the number of days
between the bill date and bill delivery.
Includes all industry standard electronically transmitted invoices for local exchange services and
toll , subject to exclusions specified below.
Reporting Period: One month Unit of Measure: Percent
Reporting Comparisons: Combined Owest Disaggregation Reporting: State level
Retail/CLEC results (Parity by design)
Formula:
((Count of Invoices for which Bill Transmission Date to Bill Date is ten calendar days or less) -;- (Total
Number of Invoices)) x 100
Exclusions:
Bills transmitted via paper, magnetic tape, CD-ROM , diskette.
Records with missing data essential to the calculation of the measurement per the PID.
Product Reporting:Standard:
UNEs and Resale Parity by design.
Availability:Notes:
Available
Owest Idaho SGAT Third Revised Exhibit B Fourth fd feVi.&iooAmended Exhibit B February 17Mav 5, 2004
BI-3 - Billing Accuracy - Adjustments for Errors
Purpose:
Evaluates the accuracy with which Owest bills CLECs, focusing on the percentage of billed revenue
adjusted due to errors.
Description:
Measures the billed revenue minus amounts adjusted off bills due to errors, as a percentage of total
billed revenue.
Both the billed revenue and amounts adjusted off bills due to error are calculated from bills
rendered in the reporting period.
Amounts adjusted off bills due to errors" is the sum of all bill adjustments made in the reporting
period that involve, either in part or in total , adjustment codes related to billing errors. (Each
adjustment thus qualifying is added to the sum in its entirety.
Reporting Period: One month Unit of Measure: Percent
Reporting Comparisons: CLEC aggregate Disaggregation Reporting: State level.
individual CLECs, and Owest Retail results
Formula:
(I(Rovonue Billod without ErrorTotal Billed Revenue Billed in Reoortina Period - Amounts Adjusted
Off Bills Due to Errors) -;- (Total Billed Revenue billed in Reporting Period)) x 100
Exclusions:
. BI-3A - UNEs and Resale - None
. BI-3B - Reciprocal Compensation Minutes of Use - Billing adjustments as a result of CLEC-caused
errors in return of minutes of use
Product Reporting:Standards:
BI-3A - UNEs and Resale BI-3A - UNEs and Resale: Parity with Owest
BI-3B - Reciprocal Compensation Minutes of retail bills.
Use (MOU)BI-3B - Reciprocal Compensation (MOU) -
95%
Availability:Notes:
Available
Owest Idaho SGAT Third Revised Exhibit B Fourth F9 revisionAmended Exhibit B Fobru3ry 17Mav 5, 2004
BI-4 - Billing Completeness
Purpose:
UNEs and Resale - Evaluates the completeness with which Qwest reflects non-recurring and
recurring charges associated with completed service orders on the bills.
Reciprocal Compensation Minutes of Use (MOU) - Evaluates the completeness with which Qwest
reflects the revenue for Local Minutes of Use associated with CLEC local traffic over Qwest'
network on the bills.
Description:
BI-4A - UNEs and Resale: Measures the percentage of non-recurring and recurring charges
associated with completed service orders appear on the correct bill.*
BI-4B - Reciprocal Compensation (MOU): Measures the percentage of revenue associated with local
minutes of use appearing on the correct (current) bill.'
, Correct bill = next available bill
Reporting Period: One month Unit of Measure: Percent
Reporting Comparisons: CLEC aggregate.Disaggregation Reporting: Statewide level.
individual CLECs, and Qwest Retail results
Formula:
BI-4A - UNEs and Resale = (I(Count of service orders with non-recurring and recurring charges
associated with completed service orders on the bills that are billed on the correct bill -7 total
count of service orders with non-recurring and recurring charges associated with completed
service orders billed on the bill)) x 100
BI-4B - Reciprocal Compensation MOU = (I(Revenue for Local Minutes of Use billed on the correct'
bill -7 Total revenue for Local Minutes of Use collected during the month)) x 100
Exclusions: None
Product Reporting:Standards:
UNEs and Resale BI.4A - UNEs and Resale: Parity with Qwest
Reciprocal Compensation (MOU)Retail bills.
BI.4B - Reciprocal Compensation (MOU): 95%
Availability:Notes:
Available
Qwest Idaho SGAT Third Revised Exhibit 8 FourthJ
'"
rovi8ionAmended Exhibit B Fobru3ry 17Mav 5, 2004
Database Updates
DB-1 - Time to Update Databases
Purpose:
Evaluates the time required for updates to the databases of E911 , LlDB, and Directory Builder.
Description:
Measures the average time required to update the databases of E911 , LlDB , and Directory
Builder.
Includes all database updates as specified under Disaggregation Reporting completed during
the reporting period.
For DB-1 A the time to update the E911 database is provided by the third party vendor that
performs the update. The elapsed time is captured automatically by the database system. There
are no "individual E911 database update records" provided with which to measure the database
update process.
The numerator of DB-1 A is calculated by multiplying the vendor-calculated results (Average
Minutes in Process Time) by the denominator (Count of records Processed). This method
produces a result from the vendor data that is the same as that which would be produced by
totalling the update times from individual E911 database update records.
Reporting Period: One month Unit of Measure:
E911 - Hrs: Mins.
LlDB & Directory Listings - Seconds
Disaggregation Reporting:
DB-1A: E911 for Owest Retail and Reseller
GLEe-State level
DB-1 B: LlDB for Owest Retail, Reseller CLEC
and Facilities Based CLEC - Multi
state region-wide level
DB-1 C-1: Listings for all Provider types including
Owest Retail, Reseller CLEC, and
Facilities Based CLEC, ILEC and
Unknown Provider, Electronically
Submitted , Electronically Processed-
Sub-region applicable to state
Reporting Comparisons:
DB-1 A - E911 : Combined results for Owest Retail
and Reseller CLEC Aggregate;
DB-1 B - LlDB: Combined results for all Owest
Retail , Reseller CLEC and Facilities Based CLEC
updates;
DB-1C-1 - Listings: Combined results for all
Provider types including Owest Retail, Reseller
CLEC, and Facilities Based CLEC, ILEC and
Unknown Provider, Electronically Submitted
Electronically Processed updates. NOTE 1
Formula:
~((Date and Time of database update for each database update as specified under Disaggregation
Reporting in the reporting period) - (Date and Time of submissions of data for entry into the database
for each database update as specified under Disaggregation Reporting in the reporting period)) .;. Total
database updates as specified under Disaggregation Reporting completed in the reporting period
Exclusion:
Invalid starVstop dates/times.
Owest Idaho SGAT Third Revised Exhibit B Fourth3f9 revision Amended Exhibit B
Page 79
Febru3ry 17Mav 5, 2004
DB-1 - Time to Update Databases (continued)
Product Reporting:Standards:
Not applicable (Reported by database type)OB-1 A-E911: Parity by design
OB-1 B-LlOB: Parity by design
OB-1 C-1 - Listings: Parity by design
Availability:Notes:
Available Because they cannot be separated , results for Owest Retail, Reseller
CLEC, Facilities-based CLECs , ILEC and Unknown Provider updates
are reported combined within these disaggregations.
Owest Idaho SGAT Third Revised Exhibit B Fourth F4 revisionAmended Exhibit B Fobru3ry 17Mav 5, 2004
DB-- Accurate Database Updates
Purpose:
Evaluates the accuracy of database updates completed without errors in the reportina period.
Description:
Measures the percentage of database updates completed without errors in the reporting period.
Includes all database updates as specified under Disaggregation Reporting completed during the
reportina period.
Reporting Period: One month Unit of Measure: Percent
Reporting Comparisons:Disaggregation Reporting:
DB-2C-1 Listings - Combined results for all DB-2C-, Listings for Owest Retail , Reseller
Owest Retail, Reseller CLEC and Facilities-CLEC, and Facilities-Based CLEC Electronically
Based CLEC Electronically Submitted Submitted , Electronically Processed updates:
Electronically Processed updates Statewide
Formula:
(Total database updates as specified under Disaggregation Reporting completed without errors in the
reporting period 7 Total database updates as specified under Disaggregation Reporting completed in
the reporting period) x 100
Exclusions:
Invalid starUstop dates/times.
Product Reporting:Standards:
Not applicable (Reported by database type)DB-2C-1 - Listings: Parity by design NOTE 1
Availability:Notes:
Available Owest retail and Reseller CLECs are parity by design. Because
Facilities-based CLEC Electronically Submitted, Electronically
Processed cannot be separated out from Reseller CLECs they are
reported combined within this disaggregation.
Owest Idaho SGAT Third Revised Exhibit B Fourth ffi rovisionAmended Exhibit B February 17Mav 5, 2004
Directory Assistance
DA-1 - Speed of Answer - Directory Assistance
Purpose:
Evaluates timeliness of customer access to Owest's Directory Assistance operators, focusing on how
long it takes for calls to be answered.
Description:
Measures the average time following first ring until a call is first picked up by the Owest agenUsystem
to answer Directory Assistance calls.
Includes all calls to Owest directory assistance during the reporting period.
Because a system (electronic voice) prompts for city, state, and listing requested before the actual
operator comes on the line, the first ring is defined as when the voice response unit places the call
into queue.
Measurements are taken by sampling calls from the network queue at 10-second intervals. A
count of calls in the queue is taken for every sampling event (1 a-second snapshot), and this count
is multiplied by 10 to get a measurement of waiting intervals.
Using this method, calls that enter the queue after a sample is taken but exit before the next
sample is taken are not counted, i.e., are effectively counted as a zero interval. However, this
situation is offset by calls that enter just prior to a sampling time, but exit before the next sampling
time, and which are counted as 10 seconds. The call intervals shorter than 10 seconds that are
counted as 10 seconds are offset by those calls shorter than 10 seconds that are not counted.
Reporting Period: One month Unit of Measure: Seconds
Reporting Comparisons: Results for Owest and Disaggregation Reporting:
all CLECs are combined.Sub-region applicable to state
Formula:
L((Date and Time of Call Answer) - (Date and Time of First Ring)) -7 (Total Calls Answered by Center)
Exclusions: Abandoned Calls are not included in the total number of calls answered by the center.
Product Reporting: None Standard: Parity by design
Availability:Notes:
Available
Owest Idaho SGAT Third Revised~.J:Hbi.t...g Fourth Fd revision Amended Exhibit B
Page 82
Fobru3ry 17Mav 5, 2004
Operator Services
OS-1 - Speed of Answer - Operator Services
Purpose:
Evaluates timeliness of customer access to Owest's operators , focusing on how long it takes for calls
to be answered.
Description:
Measures the time following first ring until a call is answered by the Owest agent.
Includes all calls to Owest's operator services during the reporting period , subject to exclusions
specified below.
Measurements are taken by sampling calls from the network queue at 10-second intervals. A
count of calls in the queue is taken for every sampling event (10-second snapshot), and this count
is multiplied by 10 to get a measurement of waiting intervals.
Using this method, calls that enter the queue after a sample is taken but exit before the next
sample is taken are not counted, i.e., are effectively counted as a zero interval.However, this
situation is offset by calls that enter just prior to a sampling time, but exit before the next sampling
time, and which are counted as 10 seconds. The call intervals shorter than 10 seconds that are
counted as 10 seconds are offset by those calls shorter than 10 seconds that are not counted.
Reporting Period: One month'Unit of Measure: Seconds
Reporting Comparisons: Owest and all CLECs Disaggregation Reporting:
are aggregated in a single measure.Sub-region applicable to state
Formula:
L:((Date and Time of Call Answer) - (Date and Time of First Ring)) -;- (Total Calls Answered by Center)
Exclusions: Abandoned Calls are not included in the total number of calls answered by the center.
Product Reporting: None Standard:Parity by design
Availability:Notes:
Available
Owest Idaho SGAT Third Revised Exhibit B Fourth~
'"
revisionAmended Exhibit B Fobru3ry 17Mav 5 , 2004
Network Performance
NI-1 - Trunk Blocking
Purpose:
Evaluates factors affecting completion of calls from Owest end offices to CLEC end offices, compared with
the completion of calls from Owest end offices to other Owest end offices , focusing on average busy-hour
blocking percentaQes in interconnection or interoffice final trunks.Description:
Measures the percentage of trunks blocking in interconnection and interoffice final trunks.
Includes blocking percentages on all direct final and alternate final interconnection and interoffice trunk
Qroups that are in service durinq the reporting period , subject to exclusions specified below.
Reporting Period: One month
I Unit of Measure: Percent BlockageReporting Comparisons: Disaggregation Reporting: Statewide level.
CLEG aggregate, Reports the percentage of trunks blocking in interconnection final trunks
individual GLEG , and reported by:Owest Interoffice trunk NI-1A Interconnection (LIS) trunks to Owest tandem offices, with TGSR-blocking results. related exclusions applied as specified below;
NI-1 B LIS trunks to Owest end offices, with TGSR-related exclusions
applied as specified below;
NI-1 C LIS trunks to Owest tandem offices, without TGSR-related
exclusions;
NI-1 D LIS trunks to other Owest end offices, without TGSR-related
exclusions.
Formula:
UI(Blockage in Final Trunk Group of Specified Type)x(Number of Circuits in Trunk Group)) -;- (Total Number
of Final Trunk Circuits in all Final Trunk GroupsH x 100
Explanation: Actual average percentage of trunk blockage is calculated by dividing the equivalent average
number of trunk circuits blocking by the total number of trunk circuits in final trunks of the type being
measured.
Exclusions:
For NI-1A and NI-1 B onl
Trunk groups, blocking in excess of one percent in the reporting period , for which:
- A Trunk Group Service Request (TGSR) NOTES 1 & 2 has been issued in the reporting period; or
CLEGs do not submit, within 20 calendar days of receiving a TGSR:
a) Responsive ASRs (or have ASRs pending that are delayed for GLEC reasons NOTE
b) Trouble Reports; orc) Notification of traffic re-routing (as described in Note 1 below).
For NI-NI-1 B NI-1 C and NI-1D:
Trunk groups, blocking in excess of one percent in the reporting period, for which Owest can identify, in
time to incorporate in the regular reporting of this measurement, the cause as being attributable to:
Trunk group out-of-service conditions arising from cable cuts , severe weather, or force majeure
circumstances;
The ClEC placing trunks in a "busy" condition;
lack of interconnection facilities to fulfill LIS requests for which the CLEC did not provide a timely
forecast to Owest. (This portion of the exclusion is limited to being applied in (a) the month the LIS
requests could not be fulfilled, due to lack of facilities, and (b) each month thereafter up to the month
following facility availability OR uf, to five months after the month the LIS requests could not befulfilled, whichever is sooner NOT 4); or
Isolated incidences of blocking, about which Owest provides notification to the GLEC, that (a) are
not recurring or persistent (affecting the same trunk groups), (b) do not warrant corrective action by
. CLEG or Owest, and (c) thus, do not require an actionable TGSR.
Owest Idaho SGAT Third Revised Exhibit B Fourth rG revision Amended Exhibit B
Page 84
Febru3ry 17Mav 5, 2004
NI-1 - Trunk Blocking (Continued)
. Trunk groups recently activated that have not been in service for a full "20-high-day, busy hour" review
period.
Toll trunks, non-final trunks , and trunks that are not connected to the public switched network.
. One-way trunks originating at GLEG end offices.
. Qwest official services trunks, local interoffice operator and directory assistance trunks, and local
interoffice 911 /E911 trunks.
Records with invalid product codes.
Records missing data essential to the calculation of the measurement per the PID.
Product Reporting: Standards:LIS Trunks Where NI-1A S;; 1%:
Where NI-1A:;. 1%:
Where NI-1B s;; 1%:
Where NI-1B:;. 1%:
NI-1 G and NI-1 D:
Availability:
Available
1 %
Parity with Qwest Interoffice Trunks to tandems
1 %
Parity with Qwest Interoffice Trunks to end offices
Diagnostic NOTE 5
Notes:
1. Qwest uses TGSRs to notify GLEGs when trunk blocking exceeds standard thresholds or is
determined to be persistent. To respond properly to TGSRs, a GLEG must (a) submit
within 20 days ASRs to provide necessary trunk augmentations to avoid further blocking,
(b) notify Qwest within 20 days that it is initiating a Trouble Report where Qwest traffic
routing problems are causing the blocking referenced by the TGSR, or (c) notify Qwest that
the GLEG will undertake its own re-routing of traffic within 20 days to alleviate the blocking.
2. The TGSR-related exclusion is applied in the month in which the TGSR is issued and in
the month in which the above-specified 20-day response period ends. Thus, any trunk
group excluded in one month will not be excluded in the next month , unless there is (a) a
20-day period following a TGSR ends in that month, (b) there is another TGSR applicable
to the next month for the same trunk group or (c) an exception documented, in lieu of
issuing a subsequent TGSR, where the GLEG's response to the previous TGSR indicated
that, for its own reasons , it plans to take no action at any time to augment the trunk group.
3. GLEG delays are reflected by GLEG-initiated order supplements that move the due date
later.
a) Qwest-initiated due date delays , including supplements made pursuant to Qwest
requests to delay due dates , shall not be counted as GLEC delays in this
measurement.
b) Qwest-initiated due date changes to earlier dates that the GLEG does not meet shall
not be counted as a GLEG delay in this measurement unless the earlier dates were
mutually agreed-upon.
c) GLEG delays (e.
, "
customer not ready" in advance of a due date) that do not
contribute to a Qwest-established due date being missed shall not be counted as a
GLEG delay in this measurement.
4. The limitation on part (3) of this exclusion is intended to bound its applicability to a period
of time that treats the unforecasted ASR as if it were , in effect, the first forecast for the
facilities needed.
a) Given that forecast advance intervals are currently six months , this provision allows the
exclusion to apply for no longer than that period of time.
b) Nevertheless, this limitation to the exclusion also recognizes that facilities may become
available sooner and , if so, reduces the limitation accordingly. In that context, this
limitation recognizes that, absent a GLEG forecast, Qwest still retains a responsibility to
provide facilities for the ASR, although in a longer timeframe than for ASRs covered by
forecasts. NI-1G and NI-1D will be reported for information purposes only, with no
standard to be applied.
c) This limitation may change depending on the outcome of separate workshops dealing
with issues of interconnection forecasting.
5. NI-1G and NI-1 D will be reported for information purposes only, with no standard to be
applied.
Qwest Idaho SGAT Third Revised Exhibit B Fourth rovisionAmended Exhibit B Febru3rj 17Mav 5, 2004
NP-1 - NXX Code Activation
Purpose:
Evaluates the timeliness of Qwest's NXX code activation prior to the LERG effective date or by the
revised" effective date, as set forth herein.
Description:
NP-1A: Measures the percentage of NXX codes activated in the reporting period that are actually
loaded and tested prior to the LERG effective date or the "revised" date, subject to exclusions
shown below.
NP-1B: Measures the percentage of NXX codes activated in the reporting period that are delayed
beyond the LERG date or "revised" date due to Qwest-caused Interconnection facility delays
subject to exclusions shown below. Included among activations counted as a Qwest delay in
this sub-measurement are cases in which "6 codes" NOTE 1 associated with the Qwest
interconnection facilities are provided late by Qwest to the GLEG.
. Qwest must receive complete and accurate routing information required for code activation, which
includes but is not limited to "6 codes" for all interconnection trunk groups associated with the
activation no less than 25 days prior to the LERG Due Date or Revised Due Date.
. The "revised" date, for purposes of this measurement, is a GLEG-initiated renegotiation of the
activation effective date that is no less than 25 days after Qwest receives complete and accurate
routing information required for code activation, which includes but is not limited to "6 codes" for
all interconnection trunk groups associated with the activation.
. The NXX code activation notice is provided by the LERG (Local Exchange Routing Guide) to
Qwest.
. NXX code activation is defined as complete when all translations associated with the new NXX are
complete by 11 :59 p.m. of the day prior to the date identified in the LERG or the "revised" date (if
different than the LERG date).
The NXX code activation completion process includes testing, including calls to the test number
when provided.
Reporting Period: One month Unit of Measure: Percent
Reporting Comparisons: GLEG aggregate
individual GLEG and Qwest Retail results.
Formula:
NP-1 A = ((Number of NXX codes loaded and tested in the reporting period prior to the LERG effective
date or the "revised" date) 7 (Number of NXX codes loaded and tested in the reporting
period)) x 100
Disaggregation Reporting: Statewide.
NP-1 B = ((Number of NXX codes loaded and tested in the reporting period that were delayed past the
LERG effective date or "revised" date affected by Qwest Interconnection Facility Delays) 7
(Number of NXX codes loaded and tested in the reporting period, including NXX codes
loaded and tested in the reporting period that were delayed past the LERG effective date or
the "revised" date due to Interconnection Facility Delays)) x 100
Exclusions:
NP-1A:
NXX code activations completed after the LERG date or "revised" date due to delays in the
installation of Qwest provided interconnection facilities associated with the activations. NOTE 2
NP-1A and NP-1B:
NXX codes with LERG dates or "revised" dates resulting in loading intervals shorter than
industry standard (currently 45 calendar days).
NXX codes where QWEST received complete and accurate routing information required for
code activations less than 25 days prior to the LERG due date or Revised due date.
Qwest Idaho SGAT Third Revised Exhibit B Fourth 1'G revision Amended Exhibit B
Page 86
Fobru3ry 17Mav 5, 2004
NP-1 - NXX Code Activation (continued)
Product Reporting: None Standards:
NP-1A: Parity
NP-1 B: Diagnostic
Availability:Notes:
Available 6 codes" are industry-standard
designators for local interconnection trunk
groups , consisting of 2 alpha letters and six
numeric digits.
Only Qwest-provided interconnection facilities
are noted in this exclusion , because delays
related to facilities provided by GLEGs or
others are accounted for by revising the due
date.
Qwest Idaho SGAT Third Revised Exhibit 8 Fourth ffi revisionAmended Exhibit B Fobru3ry 17Mav 5, 2004
Collocation
CP-1 - Collocation Completion Interval
Purpose:
Evaluates the timeliness of Owest's installation of collocation arrangements for CLECs, focusing on the
average time to complete such arrangements.
Description:
Measures the interval between the Collocation Application Date and Owest's completion of the
collocation installation.
Includes all collocations of types specified herein that are assigned a Ready for Service (RFS) date
by Owest and completed during the reporting period, subject to exclusions specified below.
Collocation types included are: physical cageless , fhysical caged, shared physical caged , physical-
line sharing, cageless-line sharing, and virtual. NOT 1
. The Collocation Application Date is the date Owest receives from the CLEC a complete and valid
application for collocation. In cases where the CLEC's collocation application is received by Owest
on a weekend or holiday, the Collocation Application Date is the next business day following the
weekend or holiday.
Major Infrastructure Modifications include conditioning the collocation space, obtaining permits, and
installing DC power plant, standby generators, heating, venting or air conditioning equipment.
Completion of the collocation installation is the date on which the requested collocation arrangement
is "Ready For Service as defined in the Definition of Terms section herein.
Establishment of RFS Dates:RFS dates are established according to intervals specified in
interconnection agreements. Where an interconnection agreement does not specify intervals, or
where the CLEC requests, RFS dates are established as follows:
Collocation Applications with Timely Quote Acceptance and, for Virtual Collocations, also
with Timely Equipment Ready - for collocation applications where the CLEC accepts the quote
in seven or fewer calendar days after the quote date and , for virtual collocations, where the CLEC
provides the equipment to be collocated to Owest 53 calendar days or less after the Collocation
Application Date, the RFS date shall be:
Forecasted Collocations: 90 calendar days after the Collocation Application Dale for
collocations for which the CLEC provides a complete forecast to Owest 60 or more calendar
days in advance of the Collocation Application Date.
Unforecasted Collocations: 120 calendar days after the Collocation Application Date for
collocations for which the CLEC does not provide a forecast to Owest 60 or more calendar
days in advance of the Collocation Application Date.
Collocation Applications with Late Quote Acceptance and, for Virtual Collocations, also
with Timely Equipment Ready - for collocation applications where the CLEC accepts the quote
in eight or more calendar days after the quote date and, for virtual collocations, where the CLEC
provides the equipment to be collocated to Owest 53 calendar days or less after the Collocation
Application Date, the RFS date shall be:
Forecasted Collocations: 90 calendar days after the quote acceptance date for collocations
for which the CLEC provides a complete forecast to Owest 60 or more calendar days in
advance of the Collocation Application Date.
Unforecasted Collocations:120 calendar days after the quote acceptance date for
collocations for which the CLEC does not provide a forecast to Owest 60 or more calendar
days in advance of the Collocation Application Date.
Virtual Collocation Applications with Timely Quote Acceptance and Late Equipment Ready
- for virtual collocation applications where the CLEC (1) accepts the quote in seven or fewer
calendar days after the quote date and (2) provides the equipment to be collocated to Owest
more than 53 calendar days after the Collocation Application Date, the RFS date shall be:
Forecasted Collocations: 45 calendar days after the equipment is provided to Owest, for
collocations for which the CLEC provides a complete forecast to Owest 60 or more calendar
days in advance of the Collocation Application Date.
Owest Idaho SGAT Third Revised Exhibit B Fourth~m -feVisioo Amended Exhibit B
Page 88
Fobru3ry 17Mav 5, 2004
CP-1 - Collocation Completion Interval (continued)
Unforecasted Collocations: 75 calendar days after the equipment is provided to Owest, for
collocations for which the CLEC does not provide a forecast to Owest 60 or more calendar
days in advance of the Collocation Application Date.
Virtual Collocation Applications with Late Quote Acceptance and Late Equipment Ready-
for virtual collocation applications where the CLEC (1) accepts the quote in eight or more
calendar days after the quote date and (2) provides the equipment to be collocated to Owest
more than 53 calendar days after the Collocation Application Date, the RFS date shall be:
Forecasted Collocations: 45 calendar days after the equipment is provided to Owest, for
collocations for which the CLEC provides a complete forecast to Owest 60 or more calendar
days in advance of the Collocation Application Date.
Unforecasted Collocations: 75 calendar days after the equipment is provided to Owest, for
collocations for which the CLEC does not provide a forecast to Owest 60 or more calendar
days in advance of the Collocation Application Date.
All Collocations sical virtual forecasted or unforecasted uirin
Infrastructure Modifications: the later of (1) up to 150 calendar days (as specified in the quote)
after the Collocation Application Date, or (2) for virtual collocations, 45 days following the date
equipment to be collocated is provided to Owest for collocations in which Major Infrastructure
Modifications are required. Owest will provide to the CLEC, as part of the quotation , the need for
and the duration of, such extended intervals.
When a CLEC submits six (6) or more Collocation applications in a one-week period in any state
completion intervals will be individually negotiated. These collocation arrangements will be
included in CP-1 A
, -
1 B, or -1 C according to the interval criteria specified below for these
measurements.
Where there is a GLEe-caused delay, the RFS Date is rescheduled
. RFS dates may be extended beyond the above intervals for CLEC reasons, or for reasons beyond
Owest's control , but not for Owest reasons.
. Where CLECs do not accept the quote within thirty days of the quote date, the application is
considered expired.
CP-Measures collocation installations for which the scheduled interval from Collocation
Application Date to RFS date is 90 calendar days or less.
CP-1 B Measures collocation installations for which the scheduled interval from Collocation
Application Date to RFS date is 91 to 120 calendar days.
CP-1C Measures collocation installations for which the scheduled interval from Collocation
Application Date to RFS date is 121 to 150 calendar days.
Reporting Period: One month Unit of Measure: Calendar Days
Reporting Comparisons: CLEC aggregate and
individual CLEC results
Disaggregation Reporting: Statewide.
Formula: (for CP-, CP-Band CP-1 C)
2:((Collocation Completion Date) - (Complete Application Date)) 7 (Total Number of Collocations
Completed in Reporting Period)
Owest Idaho SGAT Third Revised Exhibit B Fourth~RI rovisionAmended Exhibit B Fobru3ry 1-lMav 5, 2004
CP-1 - Collocation Completion Interval (continued)
Exclusions:
. CP-1A: CLEC collocation applications with RFS dates yielding scheduled intervals longer than 90
calendar days from Collocation Application Date to RFS date.
. CP-1 B: CLEC collocation appl ications with RFS dates yielding scheduled intervals shorter than 91
calendar days or longer than 120 calendar days from Collocation Application Date to RFS date.
. CP-1C: CLEC collocation applications with RFS dates yielding scheduled intervals shorter than 121
calendar days or longer than 150 calendar days from Collocation Application Date to RFS date.
Cancelled or expired applications.
Product Reporting: None Standards:
CP-1A: 90 calendar days
CP-1 B: 120 calendar days
CP-1 C: 150 calendar days
Availability:
Available
Notes:
1. Collocations covered by this measurement are central office related. As
additional types of central office collocation are defined and offered , they
will be included in this measurement. Non-central office-based types of
collocation (such as remote collocation and field connection points) will be
considered for either inclusion in this measurement, or in new, separate
measurements, after the terms , conditions, and processes for such
collocation types become finalized , accepted, mature (i., six months of
experience from first installations), and ordered in volumes warranting
reporting (i., consistently more than two per month in any state).
Qwest Idaho SGAT Third Revised Exhibit B Fourth rG revision Amended Exhibit B Fobru3ry 17Mav 5, 2004
CP-2 - Collocations Completed within Scheduled Intervals
Purpose:
Evaluates the extent to which Owest completes collocation arrangements for CLECs within the standard
intervals or intervals established in interconnection agreements.
Description:
Measures the percentage of collocation applications that are completed within standard intervals, including
intervals set forth in interconnection agreements.
Includes all collocations of types specified herein that are assigned a Ready for Service Date RFS date
Owest and that are completed within the reporting period, including those with GLEe-requested RFS dates
longer than the standard interval and those with extended RFS dates negotiated with the CLEC (including
supplemented collocation orders that extend the RFS date) subject to exclusions specified below.
Collocation types included are: physical ca~eless, physical caged , shared physical caged, physical-line
sharing, cageless-line sharing, and virtual. aTE 1
. The Collocation Application Date is the date Owest receives from the CLEC a complete and valid
application for collocation. In cases where the CLEC's collocation application is received by Owest on a
weekend or holiday, the Collocation Application Date is the next business day following the weekend or
holiday.
Major Infrastructure Modifications are defined as conditioning the collocation space, obtaining permits, and
installing DC power plant, standby generators, heating, venting or air conditioning equipment.
. A collocation arrangement is counted as met under this measurement if its RFS date is met.
Establishment of RFS Dates: RFS dates are established as follows , except where interconnection
agreements require different intervals , in which case the intervals specified in the interconnection
agreements apply:
Collocation Applications with Timely Quote Acceptance and, for Virtual Collocations, also with
Timely Equipment Ready - for collocation applications where the CLEC accepts the quote in seven
or fewer calendar days after the quote date and , for virtual collocations, where the CLEC provides the
equipment to be collocated to Owest 53 calendar days or less after the Collocation Application Date
the RFS date shall be:
Forecasted Collocations : 90 calendar days after the Collocation Application Date for physical
collocations for which the CLEC provides a complete forecast to Owest 60 or more calendar days
in advance of the Collocation Application Date.
Unforecasted Collocations: 120 calendar days after the Collocation Application Date for physical
collocations for which the CLEC does not provide a forecast to Owest 60 or more calendar days in
advance of the Collocation Application Date.
Collocation Applications with Late Quote Acceptance and, for Virtual Collocations, also with
Timely Equipment Ready - for collocation applications where the CLEC accepts the quote in eight or
more calendar days after the quote date and , for virtual collocations, where the CLEC provides the
equipment to be collocated to Owest 53 calendar days or less after the Collocation Application Date
the RFS date shall be:
Forecasted Collocations: 90 calendar days after the quote acceptance date for collocations for
which the CLEC provides a complete forecast to Owest 60 or more calendar days in advance of the
Collocation Application Date.
U nforecasted Collocations:120 calendar days after the quote acceptance date for collocations
for which the CLEC does not provide a forecast to Owest 60 or more calendar days in advance of
the Collocation Application Date.
Virtual Collocation Applications with Timely Quote Acceptance and Late Equipment Ready - for
virtual collocation applications where the CLEC (1) accepts the quote in seven or fewer calendar days
after the quote date and (2) provides the equipment to be collocated to Owest more than 53 calendar
days after the Collocation Application Date, the RFS date shall be:
Forecasted Collocations: 45 calendar days after the equipment is provided to Owest, for
collocations for which the CLEC provides a complete forecast to Owest 60 or more calendar days
in advance of the Collocation Application Date.
Unforecasted Collocations: 75 calendar days after the equipment is provided to Owest, for
collocations for which the CLEC does not provide a forecast to Owest 60 or more calendar days in
advance of the Collocation Application Date.
Owest Idaho SGA T Third Revised Exhibit B Fourth ffi revision Amended Exhibit B
Page 91
Febru3ry 17Mav 5, 2004
CP-2 - Collocations Completed within Scheduled Intervals (continued)
Virtual Collocation Applications with Late Quote Acceptance and Late Equipment Ready - for
virtual collocation applications where the CLEC (1) accepts the quote in eight or more calendar days
after the quote date and (2) provides the equipment to be collocated to Owest more than 53 calendar
days after the Collocation Application Date, the RFS date shall be:
Forecasted Collocations: 45 calendar days after the equipment is provided to Owest, for
collocations for which the CLEC provides a complete forecast to Owest 60 or more calendar days
in advance of the Collocation Application Date.
Unforecasted Collocations: 75 calendar days after the equipment is provided to Owest, for
collocations for which the CLEC does not provide a forecast to Owest 60 or more calendar days in
advance of the Collocation Application Date.
All Collocations sical virtual forecasted or unforecasted uirin or Infrastructure
Modifications: the later of (1) up to 150 calendar days (as specified in the quote) after the Collocation
Application Date, or (2) for virtual collocations, 45 calendar days following the date equipment to be
collocated is provided to Owest for collocations in which Major Infrastructure Modifications are
required. Owest will provide to the CLEC, as part of the quotation, the need for, and the duration of
such extended intervals.
. When a CLEC submits six (6) or more Collocation applications in a one-week period in any state
completion intervals will be individually negotiated. These collocation arrangements will be included in
CP-
, -
, or -2C according to the criteria specified below for these measurements.
. Where there is a GLEe-caused delay, the RFS Date is rescheduled.
. Where CLECs do not accept the quote within thirty calendar days of the quote date, the application is
considered expired.
CP-Forecasted Collocations: Measures collocation installations for which CLEC provides a forecast
to Owest 60 or more calendar days in advance of the Collocation Application Date.
CP-Non-Forecasted and Late Forecasted Collocations: Measures collocation installations for
which CLEC does not provide a forecast to Owest 60 or more calendar days in advance of the
Collocation Application Date.
CP-All Collocations requiring Major Infrastructure Modifications and Collocations with
intervals longer than 120 days: Measures al! collocation installations requiring Major
Infrastructure Modifici:,tions and collocations for which the RFS date is more than 120 calendar
days after the Collocation Application Date.
Reporting Period: One month
I Unit of Measure: Percent
Disaggregation Reporting: Statewide level.Reporting Comparisons: CLEC aggregate and
individual CLEC results
Formula: (for CP-, CP-28 and CP-2C)
((Count of Collocations for which the RFS is met) -0- (Total Number of Collocations Completed in the Reporting
Period)) x 100
Exclusions:
. RFS dates missed for reasons beyond Owest's control.
Cancelled or expired requests.
Product Reporting: None Standards:
CP-2A & -2B: 90%
CP-2C: 90%
Owest Idaho SGAT Third Revised Exhibit B Fourth
'"
re'/isionAmended Exhibit 8 Febru3ry 17Mav 5 , 2004
CP-2 - Collocations Completed within Scheduled Intervals (continued)
Availability:
Available
Notes:1. Collocations covered by this measurement are central office related. As
additional types of central office collocation are defined and offered, they will
be included in this measurement. Non-central office-based types of
collocation (such as remote collocation and field connection points) will be
considered for either inclusion in this measurement, or in new, separate
measurements , after the terms, conditions, and processes for such
collocation types become finalized , accepted , mature (i., six months of
experience from first installations), and ordered in volumes warranting
re ortin i., consistent! more than two er month in an state).
Owest Idaho SGAT Third Revised Exhibit B Fourth FG rovisionAmended Exhibit B Fobru3ry 17Mav 5, 2004
CP-3 - Collocation Feasibility Study Interval
Purpose:
Evaluates the timeliness of the Qwest sub-process function of providing a collocation feasibility study
to the CLEC.
Description:
Measures average interval to respond to collocation studies for feasibility of installation.
Includes feasibility studies, for collocations of types specified herein that are completed in the
reporting period , subject to exclusions specified below. Collocation types included are: physical
cageless, rhysical caged, shared physical caged , physical-line sharing, cageless-line sharing, and
virtual. NOT
Interval begins with the Collocation Application Date and ends with the date Qwest completes the
Feasibility Study and provides it to the CLEC.
The Collocation Application Date is the date Qwest receives from the CLEC a complete
application for collocation. In cases where the CLEC's application for collocation is received by
Qwest on a weekend or holiday, the Collocation Application Date is the next business da
following the weekend or holiday.
Reporting Period: One month Unit of Measure: Calendar Days
Reporting Comparisons: CLEC aggregate and Disaggregation Reporting: Statewide level.
individual CLEC results
Formula:
L((Date Feasibility Study provided to CLEC) - (Date Qwest receives CLEC request for Feasibility
Study))-o.- (Total Feasibility Studies Completed in the Reporting Period)
Exclusions:
GLEe-caused delays of, or CLEC requests for feasibility study completions resulting in greater
than ten calendar days from Collocation Application Date to scheduled feasibility study completion
date.
Product Reporting: None Standard:10 calendar days or less
Availability:Notes:
Available Collocations covered by this measurement are central office related.
As additional types of central office collocation are defined and
offered, they will be included in this measurement. Non-central
office-based types of collocation (such as remote collocation and
field connection points) will be considered for either inclusion in this
measurement, or in new, separate measurements, after the terms
conditions , and processes for such collocation types become
finalized , accepted, mature (Le., six months of experience from first
installations), and ordered in volumes warranting reporting (Le.
consistently more than two per month in any state).
Qwest Idaho SGAT Third Revised Exhibit B FourtlJ.ffi revision Amended Exhibit B
Page 94
Fobru3ry 17Mav 5, 2004
CP-4 - Collocation Feasibility Study Commitments Met
Purpose:
Evaluates the degree that Owest completes the sub-process function of providing a collocation
feasibility study to the CLEC as committed.
Description:
Measures the percentage of collocation feasibility studies for installations that are completed within the
Scheduled Interval
The Scheduled Interval is ten calendar days from the Collocation Application Date or, if
interconnection agreements call for different intervals , within intervals specified in the agreements
or if otherwise delayed by the CLEC, the interval resulting from the delay.
Includes all feasibility studies for collocations of types specified herein, that are completed in the
reporting period. Collocation types included are: physical cageless, physical caged , shared
physical caged, physical-line sharing, cageless-line sharing, and virtual. NOTE 1
Considers the interval from the Collocation Application Date to the date Owest completes the
Feasibility Study and provides it to the CLEC.
The Collocation Application Date is the date Owest receives from the CLEC a complete
application for collocation. In cases where the CLEC's application for collocation is received by
Owest on a weekend or holiday, the Collocation Application Date is the next business da
following the weekend or holiday.
Subject to superceding terms in the CLEC's interconnection agreement, when a CLEC submits six
(6) or more Collocation applications in a one-week period in any state, feasibility study intervals
will be individually negotiated and the resulting intervals used instead of ten calendar days in this
measurement.
Reporting Period: One month Unit of Measure: Percent
Reporting Comparisons: CLEC aggregate Disaggregation Reporting: Statewide level.
and individual CLEC results
Formula:
((Total Applicable Collocation Feasibility studies completed within Scheduled Intervals) .;. (Total
applicable Collocation Feasibility studies completed in the reporting period)) x 100
Exclusions: None
Product Reporting: None Standard:90 percent or more
Availability:Notes:
Available 1 .Collocations covered by this measurement are central office
related. As additional types of central office collocation are
defined and offered, they will be included in this measurement.
Non-central office-based types of collocation (such as remote
collocation and field connection points) will be considered for
either inclusion in this measurement, or in new, separate
measurements , after the terms, conditions, and processes for
such collocation types become finalized , accepted , mature (Le.
six months of experience from first installations), and ordered in
volumes warranting reporting (Le., consistently more than two
per month in any state).
Owest Idaho SGAT Third Revised Exhibit B Fourth uI revision Amended Exhibit B
Page 95
Fobru3ry 17Mav 5 , 2004
DEFINITION OF TERMS
Application Date (and Time) - The date (and time) on which Owest receives from the CLEC a
complete and accurate local service request (LSR) or access service request (ASR) or retail order
subject to the following:
For the following types of requests/orders , the application date (and time) is the start of the next
business day:
(1) LSRs and ASRs received after 3:00PM MT for Designed Services and Local Number
Portability (except non-designed , flow-through LNP).
(2) Retail orders received after 3:00 PM local time for Designed Services.
(3) LSRs received after 7:00PM MT for POTS Resale (Residence and Business), Non-Design
Resale Centrex, non-designed UNE-, Unbundled Loops, and non-designed, flow-through
LNP.
(4) Retail orders for comparable non-designed services cannot be received after closing time, so
the cutoff time is essentially the business office closing time.
For all types of orders that are received from Friday at 7:00 PM MT through Sunday, or on
holidays, and do not flow through , the application date (and time) is the next, non-weekend
business day.
Automatic Location Information (All) - The feature of E911 that displays at the Public Safety
Answering Point (PSAP) the street address of the calling telephone number. This feature requires a
data storage and retrieval system for translating telephone numbers to the associated address. All
may include Emergency Service Number (ESN), street address, room or floor, and names of the
enforcement, fire and medical agencies with jurisdictional responsibility for the address. The
Management System (E911) database is used to update the Automatic E911 Location Information
databases.
Bill Date - The date shown at the top of the bill, representing the date on which Owest begins to
close the bill.
Blocking - Condition on a telecommunications network where, due to a maintenance problem or an
traffic volumes exceeding trunking capacity in a part of the network, some or all originating or
terminating calls cannot reach their final destinations. Depending on the condition and the part of the
network affected, the network may make subsequent attempts to complete the call or the call may be
completely blocked. If the call is completely blocked, the calling party will have to re-initiate the call
attempt
Business Day - Workdays that Owest is normally open for business. Business Day = Monday
through Friday, excluding weekends and Owest published Holidays including New Year's Day,
Memorial Day, July 4 , Labor Day, Thanksgiving and Christmas. Individual measurement definitions
may modify (typically expanding) this definition as described in the Notes section of the measurement
definition.
Cleared Trouble Report - A trouble report for which the trouble has been cleared, meaning the
customer is "back in service
Closed Trouble Report - A trouble report that has been closed out from a maintenance center
perspective, meaning the ticket is closed in the trouble reporting system following repair of the
trouble.
Code Activation (Opening) - Process by which new NPAlNXXs (area code/prefix) is defined
through software translations to network databases and switches, in telephone networks. Code
activation (openings) allow for new groups of telephone numbers (usually in blocks of 10 000) to be
made available for assignment to an ILEC's or CLEC's customers, and for calls to those numbers to
be passed between carriers.
Common Channel Signaling System 7 (CCSS7) - A network architecture used to for the exchange
of signaling information between telecommunications nodes and networks on an out-of-band basis.
Information exchanged provides for call set-up and supports services and features such as CLASS
and database query and response.
Common Transport - Trunk groups between tandem and end office switches that are shared by
more than one carrier, often including the traffic of both the ILEC and several CLECs.
Owest Idaho SGAT Third Revised Exhibit B Fourth~Fd revision Amended Exhibit B
Page 96
Febru3ry 17Mav 5, 2004
DEFINITION OF TERMS (continued)
Completion - The time in the order process when the service has been provisioned and service is
available.
Completion Notice - A notification the ILEC provides to the CLEC to inform the CLEC that the
requested service order activity is complete.
Coordinated Customer Conversion -- Orders that have a due date negotiated between the ILEC
the CLEC, and the customer so that work activities can be performed on a coordinated basis under
the direction of the receiving carrier.
Customer Requested Due Date - A specific due date requested by t~e customer which is either
shorter or longer than the standard interval or the interval offered by the ILEC.
Customer Trouble Reports - A report that the carrier providing the underlying service opens when
notified that a customer has a problem with their service. Once resolved, the disposition of the
trouble is changed to closed.
Dedicated Transport - A network facility reserved to the exclusive use of a single customer, carrier
or pair of carriers used to exchange switched or special , local exchange, or exchange access traffic.
Delayed Order - An order which has been completed after the scheduled due date and/or time.
Directory Assistance Database - A database that contains subscriber records used to provide live
or automated operator-assisted directory assistance. Including 411 , 555-1212, NP A-555-1212.
Directory Listings - Subscriber information used for DA and/or telephone directory publishing,
including name and telephone number, and optionally, the customer s address.
DS-O - Digital Service Level O. Service provided at a digital signal speed commonly at 64 kbps, but
occasionally at 56 kbps.
DS-1 - Digital Service Level 1. Service provided at a digital signal speed of 1.544 Mbps.
DS-3 - Digital Service Level 3. Service provided at a digital signal speed of 44.736 Mbps.
Due Date - The date provided on the Firm Order Confirmation (FOC) the ILEC sends the CLEC
identifying the planned completion date for the order.
End Office Switch - A switch from which an end users' exchange services are directly connected
and offered.
Final Trunk Groups - Interconnection and interoffice trunk groups that do not overflow traffic to
other trunk groups when busy.
Firm Order Confirmation (FOC) - Notice the ILEC sends to the CLEC to notify the CLEC that it has
received the CLECs service request, created a service order, and assigned it a due date.
Flow-Through -The term used to describe whether a LSR electronically is passed from the OSS
interface system to the ILEC legacy system to automatically create a service order. LSRs that do not
flow through require manual intervention for the service order to be created in the ILEC legacy
system.
Interval Zone lIZone 2 - Interval Zone 1 areas are wire centers for which Qwest specifies shorter
standard service intervals than for Interval Zone 2 areas.
Installation - The activity performed to activate a service.
Installation Troubles - A trouble, which is identified after service order activity and installation , has
completed on a customer s line. It is likely attributable to the service activity (within a defined timeperiod).
Interconnection Trunks - A network facility that is used to interconnect two switches generally of
different local exchange carriers
Inward Activity - Refers to all orders for new or additional lines/circuits. For change order types
additional lines/circuits consist of all C orders with "I" and 'action coded line/circuit USOCs that
represent new or additional lines/circuits, including conversions from retail to CLEC and CLEC to
CLEC.
Jeopardy - A condition experienced in the service provisioning process which results potentially in
the inability of a carrier to meet the committed due date on a service order
Jeopardy Notice - The actual notice that the ILEC sends to the CLEC when a jeopardy has been
identified.
Lack of Facilities - A shortage of cable facilities identified after a due date has been committed to a
customer, including the CLEC. The facilities shortage may be identified during the inventory
assignment process or during the service installation process, and typically triggers a jeopardy.
Local Exchange Routing Guide (LERG) - A Bellcore master file that is used by the telecom
industry to identify NPA-NXX routing and homing information , as well as network element and
equipment designations. The file also includes scheduled network changes associated with activity
within the North American Numbering Plan (NANP).
Qwest Idaho SGAT Third Revised Exhibit B Fourthd
""
ro'/isionAmended Exhibit B Fobru3ry 17Mav 5 , 2004
DEFINITION OF TERMS (continued)
Local Exchange Traffic - Traffic originated on the network of a LEC in a local calling area that
terminates to another LEC in a local calling area.
Local Number Portability (formerly defined under Permanent Number Portability and also
known as - Long Term Number Portability) - A network technology which allows end user
customers to retain their telephone number when moving their service between local service
providers. This technology does not employ remote call forwarding, but actually allows the
customer s telephone number to be moved and redefined in the network of the new service provider.
The activity to move the telephone number is called "porting.
Local Service Request (LSR) - Transaction sent from the CLEC to the ILEC to order services or to
request a change(s) be made to existing services.
MSAlNon-MSA - Metropolitan Statistical Area is a government defined geographic area with a
population of 50 000 or greater. Non-Metropolitan Statistical Area is a government defined
geographic area with population of less than 50 000. Owest depicts MSA Non-MSA based on NPA
NXX. Where a wire center is predominantly within an MSA, all lines are counted within the MSA.
Mechanized BiII- A bill that is delivered via electronic transmission.
NXX, NXX Code or Central Office Code - The three digit switch entity indicator that is defined by
the "
, "
, and "F" digits of a 10-digit telephone number within the NANP. Each NXX Code
contains 10 000 station numbers.
Plain Old Telephone Service (POTS) - Refers to basic 2-wire, non-complex analog residential and
business services. Can include feature capabilities (e., CLASS features).
Projects - Service requests that exceed the line size and/or level of complexity which would allow for
the use of standard ordering and provisioning processes. Generally, due dates for projects are
negotiated , coordination of service installations/changes is required and automated provisioning may
not be practical.
Query Types - Pre-ordering information that is available to a CLEC that is categorized according to
standards issued by OBF and/or the FCC.
Ready For Service (RFS) - The status achieved in the installation of a collocation arrangement
when all "operational" work has been completed. Operational work consists of the following as
applicable to the particular type of collocation:
. Cage enclosure complete;
. DC power is active (including fuses available, BDFB (Battery Distribution Fuse Board) in place
and cables between the CLEC and power terminated);
Primary AC outlet in place;
Cable racking and circuit terminations are complete (e.g. fiber jumpers placed between the
Outside Plant Fiber Distribution Panel and the Central Office Fiber Distribution Panel serving the
CLEC). and
The following items complete, subject to the CLEC having made required payments to Owest
(e., final payment): (If the required CLEC payments have not been made, the following items
are not required for RFS):
Key turnover made available to CLEC.
APOT/CFA complete , as defined/required in the CLEC's interconnection agreement
and
Basic telephone service and other services and facilities complete, if ordered by CLEC in
time to be provided on the scheduled RFS date (per Owest's published standard installation
intervals for such telephone service).
Ready for Service Date (RFS date) - The due date assigned to a collocation order (typically
determined by regulatory rulings, contract terms , or negotiations with GLEG) to indicate when
collocation installation is scheduled to be ready for service, as defined above.
Reject - A status that can occur ,to a GLEG submitted local service request (LSR) when it does not
meet certain criteria. There are two types of rejects: (1) syntax, which occur if required fields are not
included in the LSR; and (2) content, which occur if invalid data is provided in a field. A rejected
service request must be corrected and re-submitted before provisioning can begin.
Repeat Report - Any trouble report that is a second (or greater) report on the same telephone
number/circuit 10 and at the same premises address within 30 days. The original report can be any
category, including excluded reports, and can carry any disposition code.
Service Group Type - The designation used to identify a category of similar services, ., UNE
loops.
Owest Idaho SGAT Third Revised Exhibit B Fourth~FG rovisionAmended Exhibit B Fobru:Jry 17Mav 5, 2004
DEFINITION OF TERMS (continued)
Service Order - The work order created and distributed in ILECs systems and to ILEC work groups
in response to a complete, valid local service request.
Service Order Type - The designation used to identify the major types of provisioning activities
associated with a local service request.
Standard Interval - The interval that the ILEC publishes as a guideline for establishing due dates for
provisioning a service request. Typically, due dates will not be assigned with intervals shorter thanthe standard. These intervals are specified by service type and type of service modification
requested. ILECs publish these standard intervals in documents used by their own servicerepresentatives as well as ordering instructions provided to CLECs in the Owest Standard Interval
Guidelines.
Subsequent Reports - A trouble report that is taken in relation to a previously-reported trouble prior
to the date and time the initial report has a status of "closed.
Tandem Switch - Switch used to connect and switch trunk circuits between and among Central
Office switches.
Time to Restore - The time interval from the receipt, by the ILEC, of a trouble report on a
customer s service to the time service is fully restored to the customer.
Unbundled Network Element - Platform (UNE-P) - Combinations of network elements, includingboth new and conversions, involving POTS (Le., basic services providing dial tone).
Unbundled Loop - The Unbundled Loop is a transmission path between a Owest Central Office
Distribution Frame, or equivalent, and the Loop Demarcation Point at an end user premises. Loop
Demarcation Point is defined as the point where Owest owned or controlled facilities cease, and
CLEC, end user, owner or landlord ownership of facilities begins.
Usage Data - Data generated in network nodes to identify switched call data on a detailed or
summarized basis. Usage data is used to create customer invoices for the calls.
Owest Idaho SGAT Third Revised Exhibit 8 Fourth F6 rovisionAmended Exhibit B Fobru3ry 17Mav 5, 2004
GLOSSARY OF ACRONYMS
ACRONYM DESCRIPTION
ACD Automatic Call Distributor
ADSL Asymmetric Digital Subscriber Line
All Automatic Line Information (for 911/E911 systems)
ASR Service Request (processed via Exact system)
BRI Basic Rate Interface (type of ISDN service)
CABS Carrier Access Billing System
CKT Circuit
CLEC Competitive Local Exchange Carrier
Central Office
CPE Customer Premises Equipment
CRIS Customer Record Information System
CSR Customer Service Record
Directory Assistance
Decibel
Database
DSO Digital Service 0
DS1 Digital Service
DS3 Digital Service 3
E911 MS E911 Management System
EAS Extended Area Service
EB- T A Electronic Bonding - Trouble Administration
EDI Electronic Data Interchange
EELS Enhanced Extended Loops
Emergency Services (for 911 fE911)
FOC Firm Order Confirmation
GUI Graphical User Interface
HDSL High-Bit-Rate Digital Subscriber Line
HICAP High Capacity Digital Service
IEC Interexchange Carrier
ILEC Incumbent Local Exchange Carrier
INP Interim Number Portability
IOF Interoffice Facilities (refers to trunk facilities located between
Qwest central offices)
ISDN Integrated Services Digital Network
IMA Interconnect Mediated Access
LATA Local Access Transport Area
LERG Local Exchange Routing Guide
LlDB Line Identification Database
LIS Local Interconnection Service Trunks
LNP Long Term Number Portability
LSR Local Service Request
N, T Service Order Types - - N (new), T (to or transfer), C
(change)
NANP North American Numbering Plan
NDM Network Data Mover
NPAC Number Portability Administration Center
NXX Telephone number prefix
OBF Ordering and Billing Forum
Qwest Idaho SGAT Third Revised Exhibit B Fourth Fd revision Amended Exhibit B2004 Page 100
Febru3ry 17Mav 5
GLOSSARY OF ACRONYMS (continued)
ACRONYM DESCRIPTION
OOS Out of service (type of trouble condition)
OSS Operations Support Systems
PBX Private Branch Exchange
PON Purchase Order Number
POTS Plain Old Telephone Service
PRI Primary Rate Interface (type of ISDN service)
RFS Ready for Service (refers to collocation installations)
SIA SAAFE (Strategic Application Architecture Framework and
Environment) Information Access
SOP Service Order Processor
SOT Service Order Type
SS?SiQnaling System ?
STP Signaling Transfer Point
Telephone Number
UDIT Unbundled Dedicated Interoffice Transport
UNE Unbundled Network Element
UNE-Unbundled Network Element - Platform
VRU Voice Response Unit
WFA Work Force Administration
XDSL (x) Digital Subscriber Line. (The "U prefix refers to DSL
generically. An "U replaced by an "An refers to Asymmetric
DSL, and by an "H" refers to High-bit-rate DSL.
Owest Idaho SGAT Third Revised Exhibit B Fourth ro'JisionAmended Exhibit B2004
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