20051114Application Part II.pdf

violation. If such non-compliant work activities pose an immediate threat to the safety of the
other Party s employees , interference with the performance of the other Party service
obligations, or pose an immediate threat to the physical integrity of the other Party s facilities
the compliant Party may perform such work and/or take action as is necessary to correct the
condition at the non-compliant Party s expense. In the event the non-compliant Party disputes
any action the compliant Party seeks to take or has taken pursuant to this provision, the non-
compliant Party may pursue immediate resolution by expedited Dispute Resolution. If the non-
compliant Party fails to correct any safety non-compliance within ten (10) calendar Days
written notice of non-compliance, or if such non-compliance cannot be corrected within ten (10)
calendar Days of written notice of non-compliance, and if the non-compliant Party fails to take
all appropriate steps to correct as soon as reasonably possible, the compliant Party may pursue
immediate resolution by expedited Dispute Resolution.
11.24 Qwest is not liable for any damage, theft or personal injury resulting from PMT's
employees, agents or vendors parking in a Qwest parking area.
11.25 PMT's employees, agents or vendors outside the designated PMT access area,
or without proper identification may be asked to vacate the Premises and Qwest security may
be notified. Continued violations may result in termination of access privileges. Qwest shall
provide immediate notice of the security violation to PMT and such notice shall include: 1)
identification of the security violation , 2) identification of the security regulation violated , and 3)
date and location of security violation. PMT will have five (5) calendar Days to remedy any such
alleged security violation before any termination of access privileges for such individual. In the
event PMT disputes any action Qwest seeks to take or has taken pursuant to this provision
PMT may pursue immediate resolution by expedited or other Dispute Resolution.
11.
Centers:
Building related problems may be referred to the Qwest Work Environment
800-879-3499 (CO, WY, AZ, NM)
800-201-7033 (all other Qwest states)
11.27 PMT will submit a Qwest Collocation Access Application form for individuals
needing to access Qwest facilities. PMT and Qwest will meet to review applications and
security requirements.
11.28 PMT's employees, agents and vendors will utilize only corridors , stairways and
elevators that provide direct access to PMT's space or the nearest restroom facility. Such
access will be covered in orientation meetings. Access shall not be permitted to any other
portions of the building.
11.29 PMT will collect identification/access cards for any employees, agents or vendors
no longer working on behalf of PMT and forward them to Qwest Security. If cards or keys
cannot be collected , PMT will immediately notify Qwest at 800-210-8169.
11.30 PMT will assist Qwest in validation and verification of identification of its
employees , agents and vendors by providing a telephone contact available seven (7) Days a
week, twenty-four (24) hours a Day.
August 31 , 200511hd/Project Mutual-
CDS-050118-0015
Qwest Fourteen State Negotiations Template Version 1., October 18, 2004
11.31 Qwest and PMT employees, agents and vendors will notify Qwest Service
Assurance (800-713-3666) prior to gaining access into a Central Office after hours, for the
purpose of disabling Central Office alarms for PMT access. Normal business hours are 7:00
m. to 5:00 p.
11.32 PMT will notify Qwest if PMT has information that its employee, agent or vendor
poses a safety and/or security risk. Qwest may deny access to anyone who in the reasonable
judgment of Qwest threatens the safety or security of facilities or personnel.
11.33 PMT will supply to Qwest Security, and keep up to date, a list of its employees,
agents and vendors who require access to PMT's space. The list will include names and social
security numbers. Names of employees , agents or vendors to be added to the list will be
provided to Qwest Security, who will provide it to the appropriate Qwest personnel.
11.34 Revenue Protection. Qwest shall make available to PMT all present and future
fraud prevention or revenue protection features. These features include, but are not limited to
screening codes, information digits '29' and '70' which indicate prison and COCOT pay phone
originating line types respectively; call blocking of domestic, international , 800 , 888 , 900, NPA-
976 , 700 and 500 numbers. Qwest shall additionally provide partitioned access to fraud
prevention, detection and control functionality within pertinent Operations Support Systems
which include but are not limited to LlDB Fraud monitoring systems.
11.34.Uncollectable or unbillable revenues resulting from, but not confined to
Provisioning, maintenance, or signal network routing errors shall be the responsibility of
the Party causing such error or malicious acts, if such malicious acts could have
reasonably been avoided.
11.34.Uncollectible or unbillable revenues resulting from the accidental or
malicious alteration of software underlying Network Elements or their subtending
Operational Support Systems by unauthorized third parties that could have reasonably
been avoided shall be the responsibility of the Party having administrative control of
access to said Network Element or operational support system software.
11.34.Qwest shall be responsible for any direct uncollectible or unbillable
revenues resulting from the unauthorized physical attachment to Loop facilities from the
Main Distribution Frame up to and including the Network Interface Device, including clip-
on fraud , if Qwest could have reasonably prevented such fraud.
11.34.4 To the extent that incremental costs are directly attributable to a revenue
protection capability requested by PMT, those costs will be borne by PMT.
11.34.To the extent that either Party is liable to any toll provider for fraud and to
the extent that either Party could have reasonably prevented such fraud, the Party who
could have reasonably prevented such fraud must indemnify the other for any fraud due
to compromise of its network (e., clip-on, missing information digits, missing toll
restriction, etc.
11.34.If Qwest becomes aware of potential fraud with respect to PMT's
accounts, Qwest will promptly inform PMT and , at the direction of PMT, take reasonable
action to mitigate the fraud where such action is possible.
August 31 , 2005/lhd/Project Mutual-
CDS-050118-0015
Qwest Fourteen State Negotiations Template Version 1., October 18, 2004
11.35 Law Enforcement Interface. Qwest provides emergency assistance to 911
centers and law enforcement agencies seven (7) Days a week/twenty-four (24) hours a Day.
Assistance includes, but is not limited to , release of 911 trace and subscriber information; in-
progress trace requests; establishing emergency trace equipment, release of information from
an emergency trap/trace or *57 trace; requests for emergency subscriber information;
assistance to law enforcement agencies in hostage/barricade situations, kidnappings , bomb
threc;lts, extortion/scams, runaways and life threats.
11.36 Qwest provides trap/trace, pen register and Title III assistance directly to law
enforcement, if such assistance is directed by a court order. This service is provided during
normal business hours Monday through Friday. Exceptions are addressed in the above
paragraph. The charges for these services will be billed directly to the law enforcement agency,
without involvement of PMT, for any lines served from Qwest Wire Centers or cross boxes.
11.37 In all cases involving resold telephone lines served from Qwest Wire Centers
Qwest will perform trap/trace Title III and pen register assistance directly with law enforcement.
PMT will not be involved or notified of such actions, due to non-disclosure court order
considerations, as well as timely response duties when law enforcement agencies are involved.
Exceptions to the above will be those cases , as yet undetermined , where PMT must participate
due to technical reasons wherein its circuitry must be accessed or modified to comply with law
enforcement, or for legal reasons that may evolve over time. PMT will provide Qwest with a
twenty-four (24) hours a Day, seven (7) Days a week contact for processing such requests
should they occur.
SECTION 12.0 -ACCESS TO OPERATIONAL SUPPORT SYSTEMS (OSS)
12.Description
12.Qwest has developed and shall continue to provide Operational Support System
(OSS)' interfaces using electronic gateways and manual processes. These gateways act as a
mediation or control point between PMT's and Qwest's OSS. These gateways provide security
for the interfaces, protecting the integrity of the Qwest OSS and databases. Qwest's OSS
interfaces have been developed to support Pre-ordering, Ordering and Provisioning,
Maintenance and Repair and Billing. This section describes the interfaces and manual
processes that Qwest has developed and shall provide to PMT. Additional technical information
and details shall be provided by Qwest in training sessions and documentation and support
such as the "Interconnect Mediated Access User s Guide.Qwest will continue to make
improvements to the electronic interfaces as technology evolves, Qwest's legacy systems
improve , or PMT needs require. Qwest shall provide notification to PMT consistent with the
provisions of the Change Management Process (CMP) set forth in Section 12.
12.Through its electronic gateways and manual processes , Qwest shall provide
PMT non-discriminatory access to Qwest's OSS for Pre-ordering, Ordering and Provisioning,
Maintenance and Repair, and Billing functions. For those functions with a retail analogue, such
as pre-ordering and ordering and Provisioning of resold services , Qwest shall provide PMT
access to its OSS in substantially the same time and manner as it provides to itself. Qwest will
comply with the standards for access to OSS set forth in Section 20. Qwest shall deploy the
necessary systems and personnel to provide sufficient access to each of the necessary OSS
functions. Qwest shall provide assistance for PMT to understand how to implement and use all
of the available OSS functions. Qwest shall provide PMT sufficient electronic and manual
August 31 , 2005/1hd/Project Mutual-
CDS-050118-0015
Qwest Fourteen State Negotiations Template Version 1., October 18, 2004
interfaces to allow PMT equivalent access to all of the necessary OSS functions. Through its
web site, training, disclosure documentation and development assistance, Qwest shall disclose
to PMT any internal business rules and other formatting information necessary to ensure that
PMT's requests and orders are processed efficiently. Qwest shall provide training to enable
PMT to devise its own course work for its own employees. Through its documentation available
to PMT, Qwest will identify how its interface differs from national guidelines or standards.
Qwest shall provide OSS designed . to accommodate both current demand and reasonably
foreseeable demand.
12.OSS Support for Pre-Ordering, Ordering and Provisioning
12.Local Service Request (LSR) Ordering Process
12.Qwest shall provide electronic interface gateways for submission of
LSRs, including both an Electronic Data Interchange (EDI) interface and a Graphical
User Interface (GUI).
12.The interface guidelines for EDI are based upon the Order & Billing
Forum (OBF) Local Service Order Guidelines (LSOG), the Telecommunication Industry
Forum (TCIF) Customer Service Guidelines; and the American National Standards
Institute/Accredited Standards Committee (ANSI ASC) X12 protocols. Exceptions to the
above guidelines/standards shall be specified in the EDI disclosure documents.
12.The GUI shall provide a single interface for Pre-Order and Order
transactions from PMT to Qwest and is browser based. The GUI interface shall be
based on the LSOG and utilizes a WEB standard technology, Hyper Text Markup
Language (HTML), JAVA and the Transmission Control Protocol/Internet Protocol
(TCP/lP) to transmit messages.
12.1.4 Functions Pre Ordering - Qwest will provide real time, electronic access
to pre-order functions to support PMT's ordering via the electronic interfaces described
herein. Qwest will make the following real time pre-order functions available to PMT:
12.1.4.1 Features, services and Primary Interexchange Carrier (PIC)
options for IntraLATA toll and InterLATA toll available at a valid service address;
12.1.4.Access to Customer Service Records (CSRs) for Qwest retail or
resale End User Customers. The information will include Billing name, service
address, Billing address, service and feature subscription , Directory Listing
information , and long distance Carrier identity;
12.1.4.Telephone number request and selection;
12.1.4.4 Reservation of appointments for service installations requiring
the dispatch of a Qwest technician on a non-discriminatory basis;
12.1.4.Information regarding whether dispatch is required for service
installation and available installation appointments;
12.1.4.Service address verification;
August 31 , 2005/1hd/Project Mutual-
CDS-050118-0015
Qwest Fourteen State Negotiations Template Version 1., October 18, 2004
12.1.4.Facility availability, Loop qualification , including resale-DSL, and
Loop make-up information, including, but not limited to, Loop length, presence of
Bridged Taps, repeaters , and loading coils.
12.1.4.10 Design Layout Record (DLR) Query which provides the layout
for the local portion of a circuit at a particular location where applicable.
12.Dial-Up Capabilities
12.When PMT requests from Qwest more than fifty (50) SecurlDs
for use by PMT Customer service representatives at a single PMT location, PMT
shall use a T1 line instead of dial-up access at that location. If PMT is obtaining
the line from Qwest, then PMT shall be able to use SecurlDs until such time as
Qwest provisions the T1 line and the line permits pre-order and order information
to be exchanged between Qwest and PMT.
12.Access Service Request (ASR) Ordering Process
12.Qwest shall provide a computer-to-computer batch file interface
for submission of ASRs based upon the OBF Access Service Order Guidelines
(ASOG). Qwest shall supply exceptions to these guidelines in writing in sufficient
time for PMT to adjust system requirements.
12.Facility Based EDI Listing Process -- Qwest shall provide a Facility Based
EDI Listing interface to enable PMT Listing data to be translated and passed into the
Qwest Listing database. This interface is based upon OBF LSOG and ANSI ASC X12
standards. Qwest shall supply exceptions to these guidelines/standards in writing in
sufficient time for PMT to adjust system requirements.
12.2.Qwest will establish interface contingency plans and disaster recovery
plans for the interfaces described in this Section. Qwest will work cooperatively with
PMT through the CMP process to consider any suggestions made by PMT to improve or
modify such plans. PMT specific requests for modifications to such plans will be
negotiated and mutually agreed upon between Qwest and PMT.
12.Ordering and Provisioning - Qwest will provide access to ordering and
status functions. PMT will populate the service request to identify what features,
services, or elements it wishes Qwest to provision in accordance with Qwest's published
business rules.
12.Qwest shall provide all Provisioning services to PMT during the
same business hours that Qwest provisions services for its End User Customers.
Qwest will provide out-of-hours Provisioning services to PMT on a non-
discriminatory basis as it provides such Provisioning services to itself, its End
User Customers, its Affiliates or any other Party. Qwest shall disclose the
business rules regarding out-of-hours Provisioning on its wholesale web site.
12.When PMT places an electronic order, Qwest will provide PMT
with an electronic Firm Order Confirmation notice (FOC). The FOC will follow
industry-standard formats and contain the Qwest Due Date for order completion.
Upon completion of the order, Qwest will provide PMT with an electronic
August 31 , 2005/1hd/Project Mutual-
CDS-050118-0015
Qwest Fourteen State Negotiations Template Version 1., October 18, 2004
completion notice which follows industry-standard formats and which states when
the order was completed. Qwest supplies two (2) separate completion notices:
1) service order completion (SOC) which notifies PMT that the service order
record has been completed , and 2) Billing completion that notifies PMT that the
service order has posted to the Billing system.
12.When PMT places a manual order, Qwest will provide PMT with
a manual Firm Order Confirmation notice. The confirmation notice will follow
industry-standard formats. Upon completion of the order, Qwest will provide
PMT with a completion notice which follows industry-standard formats and which
states when the order was completed. Qwest supplies two (2) separate
completion notices: 1) service order completion (SaC) which notifie$ PMT that
the service order record has been completed , and 2) Billing completion that
notifies PMT that the service order has posted to the Billing system.
12.9.4 When PMT places an electronic order, Qwest shall provide
notification electronically of any instances when (1) Qwest's Committed Due
Dates are in jeopardy of not being met by Qwest on any service or (2) an order is
rejected. The standards for returning such notices are set forth in Section 20.
12.When PMT places a manual order, Qwest shall provide
notification of any instances when (1) Qwest's Committed Due Dates are in
jeopardy of not being met by Qwest on any service or (2) an order is rejected.
The standards for returning such notices are set forth in Section 20.
12.Business rules regarding rejection of LSRs or ASRs are subject
to the provisions of Section 12.2.
12.Where Qwest provides installation on behalf of PMT, Qwest
shall advise the PMT End User Customer to notify PMT immediately if PMT's
End User Customer requests a service change at the time of installation.
12.2 Maintenance and Repair
12.Qwest shall provide electronic interface gateways , including an Electronic
Bonding interface and a GUI interface, for reviewing an End User Customer s trouble
history at a specific location, conducting testing of an End User Customer s service
where applicable, and reporting trouble to facilitate the exchange of updated information
and progress reports between Qwest and PMT while the Trouble Report (TR) is open
and a Qwest technician is working on the resolution. PMT may also report trouble
through manual processes. For designed services, the TR will not be closed prior to
verification by PMT that trouble is cleared.
12.3 Interface Availability
12.Qwest shall make its OSS interfaces available to PMT during the hours
listed in the Gateway Availability riDs in Section 20.
12.Qwest shall notify PMT in a timely manner regarding system downtime
through mass email distribution and pop-up windows as applicable.
August 31 , 2005/1hd/Project Mutual-
CDS-050118-0015
Qwest Fourteen State Negotiations Template Version 1., October 18, 2004
12.4 Billing
12.2.4.For products billed out of the Qwest Interexchange Access Billing System
(lABS), Qwest will utilize the existing CABS/BOS format and technology for the
transmission of bills.
12.2.4.For products billed out of the Qwest Customer Record Information
System (CRIS), Qwest will utilize the existing EDI standard for the transmission of
monthly local Billing information. EDI is an established standard under the auspices of
the ANSI/ASC X12 Committee. A proper subset of this specification has been adopted
by the Telecommunications Industry Forum (TCIF) as the "811 Guidelines" specifically
for the purposes of Telecommunications Billing. Any deviance from these standards and
guidelines shall be documented and accessible to PMT.
12.5 Outputs
Output information will be provided to PMT in the form of bills, files, and reports. Bills will
capture all regular monthly and incremental/usage charges and present them in a summarized
format. The files and reports delivered to PMT come in the following categories:
Usage Record File Line Usage Information
Loss and Completion Order Information
Category 11 Facility Based Line Usage Information
SAG/FAM Street Address/Facility Availability Information
12.Bills
12.CRIS Summary Bill - The CRIS Summary Bill represents a
monthly summary of charges for most wholesale products sold by Qwest. This
bill includes a total of all charges by entity plus a summary of current charges
and adjustments on each sub-account. Individual sub-accounts are provided as
Billing detail and contain monthly, one-time charges and incremental/call detail
information. The Summary Bill provides one bill and one payment document for
PMT. These bills are segmented by state and bill cycle. The number of bills
received by PMT is dictated by the product ordered and the Qwest region in
which PMT is operating.
12.lABS Bill - The lABS Bill represents a monthly summary of
charges. This bill includes monthly and one-time charges plus a summary of any
usage charges. These bills are segmented by product, LATA, Billing account
number (BAN) and bill cycle.
12.Files and Reports
12.Daily Usage Record File provides the accumulated set of call
information for a given Day as captured or recorded by the network Switches.
This file will be transmitted Monday through Friday, excluding Qwest holidays.
August 31 , 2005/lhd/Project Mutual-
CDS-050118-0015
Qwest Fourteen State Negotiations Template Version 1.50, October 18, 2004
This information is a file of unrated Qwest originated usage messages and rated
PMT originated usage messages. It is provided in A TIS standard Electronic
Message Interface (EMI) format. This EMI format is outlined in the document
SR-320; which can be obtained directly from A TIS. The Daily Usage Record File
contains multi-state data for the Data Processing Center generating this
information. Individual state identification information is contained with the
message detail. Qwest will provide this data to PMT with the same level of
precision and accuracy it provides itselt This file will be provided for resale
products.
12.2.The charge for this Daily Usage Record File is contained in Exhibit
A of this Agreement.
12.Routing of in-region IntraLATA Collect, Calling Card, and Third
Number Billed Messages - Qwest will distribute in-region IntraLA T A collect
calling card, and third number billed messages to PMT and exchange with other
CLECs operating in region in a manner consistent with existing inter-company
processing agreements. Whenever the daily usage information is transmitted to
a Carrier, it will contain these records for these types of calls as well.
12.2.4 Loss Report provides PMT with a daily report that contains a list
of accounts that have had lines and/or services disconnected. This may indicate
that the End User Customer has changed CLECs or removed services from an
existing account. This report also details the order number, service name and
address, and date this change was made. Individual reports will be provided for
the following list of products:
Interim Number Portability;
Resale;
12.Completion Report provides PMT with a daily report. This report
is used to advise PMT that the order(s) for the service(s) requested is complete.
It details the order number, service name and address and date this change was
completed. Individual reports will be provided for resale.
12.Category 11 Records are Exchange Message Records (EMR)
which provide mechanized record formats that can be used to exchange access
usage information between Qwest and PMT. Category 1101 series records are
used to exchange detailed access usage information.
12.Category 1150 series records are used to exchange summarized
Meet Point Billed access minutes-of-use. Qwest will make accessible to PMT
through electronic means the transmission method/media types available for
these mechanized records.
12.5.2.SAG/FAM Files. The SAG (Street Address Guide)/FAM (Features
Availability Matrix) files contain the following information:
SAG provides Address and Serving Central Office Information.
August 31, 2005/1hd/Project Mutual-
CDS-050118-0015
Qwest Fourteen State Negotiations Template Version 1., October 18, 2004 100
b) FAM provides USOCs and descriptions by state (POTS services
only), and USOC availability by NPA-NXX with the exception of Centrex.
InterLATA/lntraLATACarriers by NPA-NXX.
These files are made available via a download process. They can be retrieved
by FTP (File Transfer Protocol), NDM connectivity, or a Web browser.
12.6 Change Management
Qwest agrees to maintain a change management process, known as the Change Management
Process (CMP), that is consistent with or exceeds industry guidelines, standards and practices
to address Qwest's OSS, products and processes. The CMP shall include, but not be limited to
the following: (i) provide a forum for CLECs and Qwest to discuss CLECs and Qwest change
requests (CR), CMP notifications, systems release life cycles, and communications; (ii) provide
a forum for CLECs and Qwest to discuss and prioritize CRs , where applicable pursuant to the
CMP Document; (iii) develop a mechanism to track and monitor ,CRs and CMP notifications; (iv)
establish intervals where appropriate in the process; (v) processes by which PMT impacts that
result from changes to Qwest's ass, products or processes can be promptly and effectively
resolved; (vi) processes that are effective in maintaining the shortest timeline practicable for the
receipt, development and implementation of all CRs; (vii) sufficient dedicated Qwest processes
to address and resolve in a timely manner CRs and other issues that come before the CMP
body; (viii) processes for OSS Interface testing; (ix) information that is clearly organized and
readily accessible to CLECs, including the availability of web-based tools; (x) documentation
provided by Qwest that is effective in enabling CLECs to build an electronic gateway; and (xi) a
process for changing CMP that calls for collaboration among CLECs and Qwest and requires
agreement by the CMP participants. Pursuant to the scope and procedures set forth in the
CMP Document, Qwest will submit to CLECs through the CMP, among other things
modifications to existing products and product and technical documentation available to CLECs
introduction of new products available to CLECs, discontinuance of products available to
CLECs, modifications to pre-ordering, ordering/Provisioning, maintenance/repair or Billing
processes , introduction of pre-ordering, ordering/Provisioning, maintenance/repair or Billing
processes, discontinuance of pre-ordering, ordering/Provisioning, maintenance/repair or Billing
processes, modifications to existing OSS interfaces, introduction of new OSS interfaces, and
retirement of existing OSS interfaces. Qwest will maintain as part of CMP an escalation
process so that CMP issues can be escalated to a Qwest representative authorized to make a
final decision and a process for the timely resolution of disputes. The governing document for
CMP, known as the "Change Management Process" Document is the subject of ongoing
negotiations between Qwest and CLECs in the ongoing CMP redesign process. The CMP
Document will continue to be changed through those discussions. The CMP Document reflects
the commitments Qwest has made regarding maintaining its CMP and Qwest commits to
implement agreements made in the CMP redesign process as soon as practicable after they are
made. The CMP Document will be subject to change through the CMP process , as set forth in
the CMP Document. Qwest will maintain the most current version of the CMP Document on its
wholesale web site.
12.In the course of establishing operational ready system interfaces between
Qwest and CLECs to support local service delivery, CLECs and Qwest may need to
define and implement system interface specifications that are supplemental to existing
standards. CLECs and Qwest will submit such specifications to the appropriate
standards committee and will work towards their acceptance as standards.
August 31 , 2005/lhd/Project Mutual-
CDS-050118-0015
Qwest Fourteen State Negotiations Template Version 1.50, October 18, 2004 101
12.Release updates will be implemented pursuant to the CMP.
12.PMT Responsibilities for Implementation of ass Interfaces
12.Before PMT implementation can begin PMT must completely and
accurately answer the New Customer Questionnaire as required in Section 3.2.
12.Once Qwest receives a complete and accurate New Customer
Questionnaire, Qwest and PMT will mutually agree upon time frames for implementation
of connectivity between PMT and the OSS interfaces.
12.8 Qwest Responsibilities for On-going Support for ass Interfaces
Qwest will support previous EDI releases for six (6) months after the next subsequent EDI
release has been deployed.
12.2.
release.
Qwest will provide written notice to PMT of the need to migrate to a new
12.2.Qwest will provide an EDI Implementation Coordinator to work with PMT
for business scenario re-certification , migration and data conversion strategy definition.
12.Re-certification is the process by which PMT demonstrates the ability to
generate correct functional transactions for enhancements not previously certified.
Qwest will provide the suite of tests for re-certification to PMT with the issuance of the
disclosure document.
12.8.4 Qwest shall provide training mechanisms for PMT to pursue in educating
its internal personnel. Qwest shall provide training necessary for PMT to use Qwest'
OSS interfaces and to understand Qwest's documentation, including Qwest's business
rules.
12.PMT Responsibilities for On-going Support for ass Interfaces
12.If using the GUI interface, PMT will take reasonable efforts to train PMT
personnel on the GUI functions that PMT will be using.
12.An exchange protocol will be used to transport EDI formatted content.
PMT must perform certification testing of exchange protocol prior to using the EDI
interface.
12.Qwest will provide PMT with access to a stable testing environment that
mirrors production to certify that its OSS will be capable of interacting smoothly and
efficiently with Qwest's OSS. Qwest has established the following test processes to
assure the implementation of a solid interface between Qwest and PMT:
12.Connectivity Testing - PMT and Qwest will conduct connectivity
testing. This test will establish the ability of the trading partners to send and
receive ED! messages effectively. This test verifies the communications
between the trading partners. Connectivity is established during each phase of
the implementation cycle. This test is also conducted prior to controlled
August 31 , 2005/lhd/Project Mutual-
CDS-050118-0015
Qwest Fourteen State Negotiations Template Version 1.50, October 18, 2004 102
production and before going live in the production environment if PMT or Qwest
has implemented environment changes when moving into production.
12.3.2 Stand-Alone Testing Environment (SATE) - Qwest's stand-
alone testing environment will take pre-order and order requests, pass them to
the stand-alone database, and return responses to PMT during its development
and implementation of ED!. The SATE provides PMT the opportunity to validate
its technical development efforts built via Qwest documentation without the need
to schedule test times. This testing verifies PMT's ability to send correctly
formatted EDI transactions through the EDI system edits successfully for both
new and existing releases. SATE uses test account data supplied by Qwest.
Qwest will make additions to the test beds and test accounts as it introduces new
OSS electronic interface capabilities , including support of new products and
services , new interface features, and functionalities. All SATE pre-order queries
and orders are subjected to the same edits as production pre-order and order
transactions. This testing phase is optional.
12.Interoperability Testing - PMT has the option of participating
with Qwest in Interoperability testing to provide PMT with the opportunity to
validate technical development efforts and to quantify processing results.
Interoperability testing verifies PMT's ability to send correct EDI transactions
through the EDI system edits successfully. Interoperability testing requires the
use of valid data in Qwest production systems. All Interoperability pre-order
queries and order transactions are subjected to the same edits as production
orders. This testing phase is optional when PMT has conducted Stand-Alone
Testing successfully. Qwest shall process pre-order transactions in Qwest'
production OSS and order transactions through the business processing layer of
the EDI interfaces.
12.3.4 Controlled Production - Qwest and PMT will perform controlled
production. The controlled production process is designed to validate the ability
of PMT to transmit EDI data that completely meets X12 standards definitions and
complies with all Qwest business rules. Controlled production consists of the
controlled submission of actual PMT production requests to the Qwest production
environment. Qwest treats these pre-order queries and orders as production
pre-order and order transactions. Qwest and PMT use controlled production
results to determine operational readiness. Controlled production requires the
use of valid account and order data. All certification orders are considered to be
live orders and will be provisioned.
12.2.If PMT is using EDI, Qwest shall provide PMT with a pre-allotted
amount of time to complete certification of its business scenarios. Qwest will
allow PMT a reasonably sufficient amount of time during the day and a
reasonably sufficient number of days during the week to complete certification of
its business scenarios consistent with PMT's business plan. It is the sole
responsibility of PMT to schedule an appointment with Qwest for certification of
its business scenarios. PMT must make every effort to comply with the agreed
upon dates and times scheduled for the certification of its business scenarios.
the certification of business scenarios is delayed due to PMT, it is the sole
responsibility of PMT to schedule new appointments for certification of its
business scenarios. Qwest will make reasonable efforts to accommodate PMT
August 31 , 2005/lhd/Project Mutual-
CDS-050118-0015
Qwest Fourteen State Negotiations Template Version 1., October 18, 2004 103
schedule. Conflicts in the schedule could result in certification being delayed.
a delay is due to Qwest, Qwest will honor PMT's schedule through the use of
alternative hours.
12.9.4 If PMT is using the EDI interface , PMT must work with Qwest to certify
the business scenarios that PMT will be using in order to ensure successful transaction
processing. Qwest and PMT shall mutually agree to the business scenarios for which
PMT requires certification. Certification will be granted for the specified release of the
EDI interface. If PMT is certifying multiple products or services , PMT has the option of
certifying those products or services serially or in parallel where Technically Feasible.
12.9.4.For a new software release or upgrade, Qwest will provide PMT
a stable testing environment that mirrors the production environment in order for
PMT to test the new release. For software releases and upgrades , Qwest has
implemented the testing processes set forth in Sections 12., 12.
and 12.3.4.
12.2.New releases of the EDI interface may require re-certification of some or
all business scenarios. A determination as to the need for re-certification will be made
by the Qwest coordinator in conjunction with the release manager of each IMA EDI
release. Notice of the need for re-certification will be provided to PMT as the new
release is implemented. The suite of re-certification test scenarios will be provided to
PMT with the disclosure document. If PMT is certifying multiple products or services
PMT has the option of certifying those products or services serially or in parallel, where
Technically Feasible.
12.PMT will contact the Qwest EDI Implementation Coordinator to initiate the
migration process. PMT may not need to certify to every new EDI release, however
PMT must complete the re-certification and migration to the new EDI release within six
(6) months of the deployment of the new release. PMT will use reasonable efforts to
provide sufficient support and personnel to ensure that issues that arise in migrating to
the new release are handled in a timely manner.
12.The following rules apply to initial development and certification
of EDI interface versions and migration to subsequent EDI interface versions:
12.Stand Alone and/or Interoperability testing must
begin on the prior release before the next release is implemented.
Otherwise, PMT will be required to move its implementation plan to the
next release.
12.New EDI users must be certified and in production
with at least one (1) product and one (1) order activity type on a prior
release two (2) months after the implementation of the next release.
Otherwise, PMT will be required to move its implementation plan to the
next release.
12.Any EDI user that has been placed into production
on the prior release not later than two (2) months after the next release
implementation may continue certifying additional products and activities
until two (2) months prior to the retirement of the release. To be placed
August 31 , 2005/lhd/Project Mutual-
CDS-050118-0015
Qwest Fourteen State Negotiations Template Version 1.50, October 18, 2004 104
into production , the products/order activities must have been tested in the
SATE or Interoperability environment before two (2) months after the
implementation of the next release.
12.PMT will be expected to execute the re-certification test cases in the
stand alone and/or Interoperability test environments. PMT will provide Purchase OrderNumbers (PONs) of the successful test cases to Qwest.
12.In addition to the testing set forth in other sections of Section 12., upon
request by PMT, Qwest shall enter into negotiations for comprehensive production test
procedures. In the event that agreement is not reached PMT shall be entitled to
employ, at its choice , the Dispute Resolution procedures of this Agreement or expedited
resolution through request to the state Commission to resolve any differences. In such
cases, PMT shall be entitled to testing that is reasonably necessary to accommodate
identified business plans or operations needs, accounting for any other testing relevant
to those plans or needs. As part of the resolution of such dispute, there shall be
considered the issue of assigning responsibility for the costs of such testing. Absent a
finding that the test scope and activities address issues of common interest to the PMT
community, the costs shall be assigned to PMT requesting the test procedures.
12.PMT Support
12.10.Qwest shall provide documentation and assistance for PMT to
understand how to implement and use all of the available OSS functions. Qwest shall
provide to PMT in writing any internal business rules and other formatting information
necessary to ensure that PMT's requests and orders are processed efficiently. This
assistance will include , but is not limited to, contacts to the PMT account team , training,
documentation, and the Help Desk. Qwest will also supply PMT with an escalation level
contact list in the event issues are not resolved via contacts to the PMT account team
training, documentation and the Help Desk.
12.10.Help Desk
12.10.The Systems Help Desk will provide a single point of entry for
PMT to gain assistance in areas involving connectivity, system availability, and
file outputs. The Systems Help Desk areas are further described below.
12.10.Connectivity covers trouble with access to the
Qwest system for hardware configuration requirements with relevance to
EDI and GUI interfaces; software configuration requirements with
relevance to EDI and GUI interfaces; modem configuration requirements,T1 configuration and dial-in string requirements firewall access
configuration, SecurlD configuration Profile Setup, and password
verification.
12.10.System Availability covers system errors generated
during an attempt by PMT to place orders or open trouble reports through
EDI and GUI interfaces. These system errors are limited to:
Resale/POTS; UNE POTS; Design Services and Repair.
12.10.File Outputs covers PMT's output files and reports
August 31 , 2005/lhd/Project Mutual-
CDS-050118-0015
Qwest Fourteen State Negotiations Template Version 1., October 18, 2004 105
produced from its usage and order activity. File outputs system errors are
limited to: Daily Usage File; Loss / Completion File, lABS Bill , CRIS
Summary Bill, Category 11 Report and SAG/FAM Reports.
12.10.Additional assistance to PMT is available through various public web
sites. These web sites provide electronic interface training information and user
documentation and technical specifications and are located on Qwest's wholesale web
site. Qwest will provide Interconnect Service Center Help Desks which will provide a
single point of contact for PMT to gain assistance in areas involving order submission
and manual processes.
12.Compensation/Cost Recovery
Recurring and nonrecurring OSS startup charges, as applicable, will be billed at rates set forth
in Exhibit A. Any such rates will be consistent with Existing Rules. Qwest shall not impose any
recurring or nonrecurring OSS start up charges unless and until the Commission authorizes
Qwest to impose such charges and/or approves applicable rates at the completion of
appropriate cost docket proceedings.
12.Maintenance and Repair
12.1 Service levels
12.Qwest will provide repair and maintenance for all services covered by this
Agreement in substantially the same time and manner as that which Qwest provides for
itself, its End User Customers, its Affiliates, or any other party. Qwest shall provide PMT
repair status information in substantially the same time and manner as Qwest provides
for its retail services.
12.1.2 During the term of this Agreement, Qwest will provide necessary
maintenance business process support to allow PMT to provide similar service quality to
that provided by Qwest to itself, its End User Customers, its Affiliates, or any other party.
12.Qwest will perform repair service that is substantially the same in
timeliness and quality to that which it provides to itself, its End User Customers, its
Affiliates, or any other party. Trouble calls from PMT shall receive response time priority
that is substantially the same as that provided to Qwest, its End User Customers, its
Affiliates, or any other party and shall be handled in a nondiscriminatory manner.
12.2 Branding
12.Qwest shall use unbranded Maintenance and Repair forms while
interfacing with PMT End User Customers. Upon request, Qwest shall use PMT
provided and branded Maintenance and Repair forms. Qwest may not unreasonably
interfere with branding by PMT.
12.Except as specifically permitted by PMT, in no event shall Qwest provide
information to PMT subscribers about PMT or PMT product or services.
12.This section shall confer on Qwest no rights to the service marks
trademarks and trade names owned by or used in connection with services offered by
August 31 , 2005/lhd/Project Mutual-
CDS-050118-0015
Qwest Fourteen State Negotiations Template Version 1., October 18, 2004 106
PMT or its Affiliates, except as expressly permitted by PMT.
12.3 Service Interruptions
12.The characteristics and methods of operation of any circuits, facilities or
equipment of either Party connected with the services, facilities or equipment of the
other Party pursuant to this Agreement shall not: 1) interfere with or impair service over
any facilities of the other Party, its affiliated companies, or its connecting and concurring
Carriers involved in its services; 2) cause damage to the plant of the other Party, its
affiliated companies, or its connecting concurring Carriers involved in its services; 3)
violate any Applicable Law or regulation regarding the invasion of privacy of any
communications carried over the Party's facilities; or 4) create hazards to the employees
of either Party or to the public. Each of these requirements is hereinafter referred to as
an "Impairment of Service
12.If it is confirmed that either Party is causing an Impairment of Service, as
set forth in this Section , the Party whose network or service is being impaired (the
Impaired Party ) shall promptly notify the Party causing the Impairment of Service (the
Impairing Party ) of the nature and location of the problem. The Impaired Party shall
advise the Impairing Party that, unless promptly rectified, a temporary discontinuance of
the use of any circuit, facility or equipment may be required. The Impairing Party and
the Impaired Party agree to work together to attempt to promptly resolve the Impairment
of Service. If the Impairing Party is unable to promptly remedy the Impairment of
Service, the Impaired Party may temporarily discontinue use of the affected circuit
facility or equipment.
12.To facilitate trouble reporting and to coordinate the repair of the service
provided by each Party to the other under this Agreement, each Party shall designate a
repair center for such service.
12.3.4 Each Party shall furnish a trouble reporting telephone number for the
designated repair center. This number shall give access to the location where records
are normally located and where current status reports on any trouble reports are readily
available. If necessary, alternative out-of-hours procedures shall be established to
ensure access to a location that is staffed and has the authority to initiate corrective
action.
12.Before either Party reports a trouble condition, it shall use its best efforts
to isolate the trouble to the other s facilities.
12.In cases where a trouble condition affects a significant portion of
the other s service , the Parties shall assign the same priority provided to PMT as
itself, its End User Customers, its Affiliates, or any other party.
12.The Parties shall cooperate in isolating trouble conditions.
12.4 Trouble Isolation
12.3.4.PMT is responsible for its own End User Customer base and will have the
responsibility for resolution of any service trouble report(s) from its End User Customers.
PMT will perform trouble isolation on services it provides to its End User Customers to
August 31, 2005/lhd/Project Mutual-
CDS-050118-0015
Qwest Fourteen State Negotiations Template Version 1.50, October 18, 2004 107
the extent the capability to perform such trouble isolation is available to PMT, prior to
reporting trouble to Qwest. PMT shall have access for testing purposes at the
Demarcation Point or Point of Interface. Qwest will work cooperatively with PMT to
resolve trouble reports when the trouble condition has been isolated and found to be
within a portion of Qwest's network. Qwest and PMT will report trouble isolation test
results to the other. Each Party shall be responsible for the costs of performing trouble
isolation on its facilities, subject to Sections 12.3.4.2 and 12.3.4.
12.3.4.When PMT requests that Qwest perform trouble isolation with PMT, a
Maintenance of Service charge will apply if the trouble is found to be on the End User
Customer s side of the Demarcation Point. If the trouble is on the End User Customer
side of the Demarcation Point, and PMT authorizes Qwest to repair trouble on PMT's
behalf, Qwest will charge PMT the appropriate Additional Labor Charge set forth in
Exhibit A in addition to the Maintenance of Service charge.
12.3.4.When PMT elects not to perform trouble isolation and Qwest performs
tests at PMT request, a Maintenance of Service Charge shall apply if the trouble is not in
Qwest's facilities, including Qwest's facilities leased by PMT. Maintenance of Service
charges are set forth in Exhibit A. When trouble is found on Qwest's side of the
Demarcation Point, or Point of Interface during the investigation of the initial or repeat
trouble report for the same line or circuit within thirty (30) Days, Maintenance of Service
charges shall not apply.
12.5 Inside Wire Maintenance
Except where specifically required by state or federal regulatory mandates, Qwest will not
perform any maintenance of inside wire (premises wiring beyond the End User Customer
Demarcation Point) for PMT or its End User Customers.
12.6 TestinglTest Requests/Coordinated Testing/UNEs
12.Where PMT does not have the ability to diagnose and isolate trouble on a
Qwest line , circuit, or service provided in this Agreement that PMT is utilizing to serve an
End User Customer, Qwest will conduct testing, to the extent testing capabilities are
available to Qwest, to diagnose and isolate a trouble in substantially the same time and
manner that Qwest provides for itself, its End User Customers, its Affiliates, or any other
party.
12.Prior to Qwest conducting a test on a line, circuit, or service provided in
this Agreement that PMT is utilizing to serve an End User Customer, Qwest must
receive a trouble report from PMT.
12.On manually reported trouble for non-designed services, Qwest will
provide readily available test results to PMT in accordance with any applicable
Commission rule for providing test results to End User Customers or CLECs.
manually reported trouble for designed services provided in this Agreement, Qwest will
provide PMT test results upon request. For electronically reported trouble, Qwest will
provide PMT with the ability to obtain basic test results in substantially the same time
and manner that Qwest provides for itself, its End User Customers, its Affiliates, or any
other party.
August 31 , 2005/lhd/Project Mutual-
CDS-050118-0015
Qwest Fourteen State Negotiations Template Version 1.50, October 18, 2004 108
12.6.4 PMT shall isolate the trouble condition to Qwest's portion of the line
circuit, or service provided in this Agreement before Qwest accepts a trouble report for
that line , circuit or service. Once Qwest accepts the trouble report from PMT, Qwest
shall process the trouble report in substantially the same time and manner as Qwest
does for itself, its End User Customers, its Affiliates , or any other party.
12.Qwest shall test to ensure electrical continuity of all . UNEs, including
Central Office Demarcation Point, and services it provides to PMT prior to closing a
trouble report.
12.7 Work Center Interfaces
12.Qwest and PMT shall work cooperatively to develop positive, close
working relationships among corresponding work centers involved in the trouble
resolution processes.
12.8 Misdirected Repair Calls
12.PMT and Qwest will employ the following procedures for handling
misdirected repair calls:
12.PMT and Qwest will provide their respective End User
Customers with the correct telephone numbers to call for access to their
respective repair bureaus.
12.End User Customers of PMT shall be instructed to report all
cases of trouble to PMT. End User Customers of Qwest shall be instructed to
report all cases of trouble to Qwest.
12.To the extent the correct provider can be determined
misdirected repair cans will be referred to the proper provider of Basic Exchange
Telecommunications Service; however, nothing in this Agreement shall be
deemed to prohibit Qwest or PMT from discussing its products and services with
PMT's or Qwest's End User Customers who call the other Party seeking suchinformation.
12.1.4 PMT and Qwest will provide their respective repair contact
numbers to one another on a reciprocal basis.
12.In responding to repair calls, PMT's End User Customers
contacting Qwest in error will be instructed to contact PMT; and Qwest's End
User Customers contacting PMT in error will be instructed to contact Qwest.
responding to calls , neither Party shall make disparaging remarks about each
other. To the extent the correct provider can be determined, misdirected calls
received by either Party will be referred to the proper provider of local Exchange
Service; however, nothing in this Agreement shall be deemed to prohibit Qwest
or PMT from discussing its products and services with PMT's or Qwest's End
User Customers who call the other Party seeking such information.
August 31, 2005/lhd/Project Mutual-
CDS-050118-O015
Qwest Fourteen State Negotiations Template Version 1.50, October 18, 2004 109
12.9 Major Outages/RestoraliNotification
12.Qwest will notify PMT of major network outages in substantially the same
time and manner as it provides itself, its End User Customers, its Affiliates, or any other
party. This notification will be via e-mail to PMT's identified contact. With the minor
exception of certain Proprietary Information such as Customer information, Qwest will
utilize the same thresholds and processes for external notification as it does for internal
purposes. This major outage information will be sent via e-mail on the same schedule
as is provided internally within Qwest. The email notification schedule shall consist of
initial report of abnormal condition and estimated restoration time/date, abnormal
condition updates, and final disposition. Service restoration will be non-discriminatory,
and will be accomplished as quickly as possible according to Qwest and/or industry
standards.
12.Qwest will meet with associated personnel from PMT to share contact
information and review Qwest's outage restoral processes and notification processes.
12.Qwest's emergency restoration process operates on a 7X24 basis.
12.Protective Maintenance
12.10.Qwest will perform scheduled maintenance of substantially the same type
and quality to that which it provides to itself, its End User Customers , its Affiliates, or any
other party.
12.10.Qwest will work cooperatively with PMT to develop industry-wide
processes to provide as much notice as possible to PMT of pending maintenance
activity. Qwest shall provide notice of potentially PMT Customer impacting maintenance
activity, to the extent Qwest can determine such impact, and negotiate mutually
agreeable dates with PMT in substantially the same time and manner as it does for itself
its End User Customers, its Affiliates, or any other party.
12.10.Qwest shall advise PMT of non-scheduled maintenance testing,
monitoring, and surveillance activity to be performed by Qwest on any services
including, to the extent Qwest can determine, any hardware, equipment, software, or
system providing service functionality which may potentially impact PMT and/or PMT
End User Customers. Qwest shall provide the maximum advance notice of such non-
scheduled maintenance and testing activity possible, under the circumstances; provided,
however, that Qwest shall provide emergency maintenance as promptly as possible to
maintain or restore service and shall advise PMT promptly of any such actions it takes.
12.Hours of Coverage
12.11.1 Qwest's repair operation is seven (7) Days a week, twenty-four (24) hours
a day. Not all functions or locations are covered with scheduled employees on a 7X24
basis. Where such 7X24 coverage is not available , Qwest's repair operations center
(always available 7X24) can call-out technicians or other personnel required for the
identified situation.
August 31 , 2005/lhd/Project Mutual-
CDS-050118-0015
Qwest Fourteen State Negotiations Template Version 1., October 18, 2004 110
12.Escalations
12.12.Qwest will provide trouble escalation procedures to PMT. Such
procedures will be substantially the same type and quality as Qwest employs for itself
its End User Customers, its Affiliates, or any other party. Qwest escalations are manual
processes.
12.12.Qwest repair escalations may be initiated by either calling the trouble
reporting center or through the electronic interfaces. Escalations sequence through five
tiers: tester, duty supervisor, manager, director, vice president. The first escalation point
is the tester. PMT may request escalation to higher tiers in its sole discretion.
Escalations status is available through telephone and the electronic interfaces.
12.12.Qwest shall handle chronic troubles on non-designed services, which are
those greater than three (3) troubles in a rolling thirty (30) Day period, pursuant to
Section 12.
12.Dispatch
12.13.Qwest will provide maintenance dispatch personnel in substantially the
same time and manner as it provides for itself, its End User Customers , its Affiliates , or
any other party.
12.13.Upon the receipt of a trouble report from PMT, Qwest will follow internal
processes and industry standards , to resolve the repair condition. Qwest will dispatch
repair personnel on occasion to repair the condition. It will be Qwest's decision whether
or not to send a technician out on a dispatch. Qwest reserves the right to make this
dispatch decision based on the best information available to it in the trouble resolution
process. It is not always necessary to dispatch to resolve trouble; should PMT require a
dispatch when Qwest believes the dispatch is not necessary, appropriate charges will be
billed by Qwest to PMT for those dispatch-related costs in accordance with Exhibit A if
Qwest can demonstrate that the dispatch was in fact unnecessary to the clearance of
trouble or the trouble is identified to be caused by PMT facilities or equipment.
12.13.For POTS lines and designed service circuits, Qwest is responsible for all
Maintenance and Repair of the line or circuit and will make the determination to dispatch
to locations other than the PMT Customer premises without prior PMT authorization.
For dispatch to the PMT Customer premises Qwest shall obtain prior PMT authorization.
with the exception of major outage restoration, cable rearrangements, and multi-tenant
environment terminal maintenance/replacement.
12.Electronic Reporting
12.14.PMT may submit Trouble Reports through the Electronic Bonding or GUI
interfaces provided by Qwest.
12.14.2 The status of manually reported trouble may be accessed by PMT
through electronic interfaces.
August 31 , 2005/1hd/Project Mutual-
CDS-050118-0015
Qwest Fourteen State Negotiations Template Version 1., October 18, 2004 111
12.Intervals/Parity
12.15.Similar trouble conditions , whether reported on behalf of Qwest End User
Customers or on behalf of PMT End User Customers , will receive commitment intervals
in substantially the same time and manner as Qwest provides for itself, its End User
Customers, its Affiliates , or any other party.
12.Jeopardy Management
12.16.Qwest will notify PMT, in substantially the same time and manner as
Qwest provides this information to itself, its End User Customers, its Affiliates , or any
other party, that a trouble report commitment (appointment or interval) has been or is
likely to be missed. At PMT's option , notification may be sent by email or fax through the
electronic interface. PMT may telephone Qwest repair center or use the electronic
interfaces to obtain jeopardy status.
12.Trouble Screening
12.17.PMT shall screen and test its End User Customer trouble reports
completely enough to insure , to the extent possible, that it sends to Qwest only trouble
reports that involve Qwest facilities. For services and facilities where the capability to
test all or portions of the Qwest network service or facility rest with Qwest, Qwest will
make such capability available to PMT to perform appropriate trouble isolation and
screening.
12.17.Qwest will cooperate with PMT to show PMT how Qwest screens trouble
conditions in its own centers , so that PMT may employ similar techniques in its centers.
12.Maintenance Standards
12.18.Qwest will cooperate with PMT to meet the maintenance standards
outlined in this Agreement.
12.18.On manually reported trouble, Qwest will inform PMT of repair completion
in substantially the same time and manner as Qwest provides to itself, its End User
Customers , its Affiliates, or any other party. On electronically reported trouble reports
the electronic system will automatically update status information, including trouble
completion, across the joint electronic gateway as the status changes.
12.End User Customer Interface Responsibilities
12.19.PMT will be responsible for all interactions with its End User Customers
including service call handling and notifying its End User Customers of trouble status
and resolution.
12.19.All Qwest employees who perform repair service for PMT End User
Customers will be trained in non-discriminatory behavior.
12.19.Qwest will recognize PMT as the designated Customer of Record for all
services ordered by PMT and will send all notices, invoices and pertinent information
directly to PMT. Except as otherwise specifically provided in this Agreement, Customer
August 31, 2005/lhd/Project Mutual-
CDS-050118-0015
Qwest Fourteen State Negotiations Template Version 1.50, October 18, 2004 112
of Record shall be Qwest's single and sole point of contact for all PMT End User
Customers.
12.Repair Call Handling
12.20.Manually-reported repair calls by PMT to Qwest will be answered with the
same quality and speed as Qwest answers calls from its own End User Customers.
12.Single Point of Contact
12.21.Qwest will provide a single point of contact for PMT to report maintenance
issues and trouble reports seven (7) Days a week , twenty-four (24) hours a day.
single 7X24 trouble reporting telephone number will be provided to PMT for each
category of trouble situation being encountered.
12.Network Information
12.22.Qwest maintains an information database, available to PMT for the
purpose of allowing PMT to obtain information about Qwest's NPAs , LATAs , Access
Tandem Switches and Central Offices.
12.22.This database is known as the ICONN database, available to PMT via
Qwest's Web site.
12.3.22.
database.
CPNI Information and NXX activity reports are also included in this
12.22.4 ICONN data is updated in substantially the same time and manner as
Qwest updates the same data for itself, its End User Customers, its Affiliates, or any
other party.
12.Maintenance Windows
12.23.Generally, Qwest performs major Switch maintenance activities off-hours,
during certain "maintenance windows Major Switch maintenance activities include
Switch conversions, Switch generic upgrades and Switch equipment additions.
12.23.Generally, the maintenance window is between 10:00 p.m. through 6:00
m. Monday through Friday, and Saturday 1 0:00 p.m. through Monday 6:00 a.
Mountain Time. Although Qwest normally does major Switch maintenance during the
above maintenance window, there will be occasions where this will not be possible.
Qwest will provide notification of any and all maintenance activities that may impact PMT
ordering practices such as embargoes, moratoriums, and quiet periods in substantially
the same time and manner as Qwest provides this information to itself, its End User
Customers, its Affiliates, or any other party.
12.23.Planned generic upgrades to Qwest Switches are included in the ICONN
database, available to PMT via Qwest's Web site.
August 31, 2005/lhd/Project Mutual-
CDS-050118-0015
Qwest Fourteen State Negotiations Template Version 1., October 18, 2004 113
12.Switch and Frame Conversion Service Order Practices
12.24.Switch Conversions. Switch conversion activity generally consists of the
removal of one Switch and its replacement with another. Generic Switch software or
hardware upgrades, the addition of Switch line and trunk connection hardware and the
addition of capacity to a Switch do not constitute Switch conversions.
12.24.Frame Conversions. Frame conversions are generally the removal and
replacement of one or more frames, upon which the Switch Ports terminate.
12.24.Conversion Date. The "Conversion Date" is a Switch or frame conversion
planned day of cut-over to the replacement frame(s) or Switch. The actual conversion
time typically is set for midnight of the Conversion Date. This may cause the actual
Conversion Date to migrate into the early hours of the day after the planned Conversion
Date.
12.24.4 Conversion Embargoes. A Switch or frame conversion embargo is the
time period that the Switch or frame Trunk Side facility connections are frozen to
facilitate conversion from one Switch or frame to another with minimal disruption to the
End User Customer or PMT services. During the embargo period , Qwest will reject
orders for Trunk Side facilities (see Section 12.24.4.1) other than conversion orders
described in Section 12.24.4.3. Notwithstanding the foregoing and to the extent Qwest
provisions trunk or trunk facility related service orders for itself, its End User Customers
its Affiliates, or any other party during embargoes , Qwest shall provide PMT the same
capabilities.
12.24.4.ASRs for Switch or frame Trunk Side facility augments to
capacity or changes to Switch or frame Trunk Side facilities must be issued by
PMT with a Due Date prior to or after the appropriate embargo interval as
identified in the ICONN database. Qwest shall reject Switch or frame Trunk Side
ASRs to augment capacity or change facilities issued by PMT or Qwest, its End
User Customers, its Affiliates or any other party during the embargo period
regardless of the order s Due Date except for conversion ASRs described in
Section 12.24.4.
12.24.4.For Switch and Trunk Side frame conversions, Qwest shall
provide PMT with conversion trunk group service requests (TGSR) no less than
ninety (90) Days before the Conversion Date.
12.24.4.For Switch and Trunk Side frame conversions, PMT shall issue
facility conversion ASRs to Qwest no later than thirty (30) Days before the
Conversion Date for like-for-like, where PMT mirrors their existing circuit design
from the old Switch or frame to the new Switch or frame, and sixty (60) Days
before the Conversion Date for addition of trunk capacity or modification of circuit
characteristics (Le., change of AMI to B8ZS).
12.3.24.Frame Embargo Period. During frame conversions, service orders and
ASRs shall be subject to an embargo period for services and facilities connected to the
affected frame. For conversion of trunks where PMT mirrors their existing circuit design
from the old frame to the new frame on a like-for-like basis, such embargo period shall
extend from thirty (30) Days prior to the Conversion Date until five (5) Days after the
August 31 , 2005/lhd/Project Mutual-
CDS-050118-0015
Qwest Fourteen State Negotiations Template Version 1., October 18, 2004 114
Conversion Date. If PMT requests the addition of trunk capacity or modification of circuit
characteristics (i.e., change of AMI to B8ZS) to the new frame, new facility ASRs shall
be placed, and the embargo period shall extend from ,sixty (60) Days prior to the
Conversion Date until five (5) Days after the Conversion Date. Prior to instituting an
embargo period , Qwest shall identify the particular dates and locations for frame
conversion embargo periods in its ICONN database in substantially the same time and
manner as Qwest notifies itself, its End User Customers, Affiliates, or any other party.
12.24.Switch Embargo Period. During Switch conversions, service orders and
ASRs shall be subject to an embargo period for services and facilities associated with
the Trunk Side of the Switch. For conversion of trunks where PMT mirrors their existing
circuit design from the old Switch to the new Switch on a like-for-like basis, such
embargo period shall extend from thirty (30) Days prior to the Conversion Date until five
(5) Days after the Conversion Date. If PMT requests the addition of trunk capacity or
modification of circuit characteristics to the new Switch, new facility ASRs shall be
placed , and the embargo period shall extend from sixty (60) Days prior to the
Conversion Date until five (5) Days after the Conversion Date. Prior to instituting an
embargo period , Qwest shall identify the particular dates and locations for Switch
conversion embargo periods in its ICONN database in substantially the same time and
manner as Qwest notifies itself, its End User Customers, Affiliates , or any other party.
12.24.Switch and Frame Conversion Quiet Periods for LSRs. Switch and frame
conversion quiet periods are the time period within which LSRs may not contain Due
Dates, with the exception of LSRs that result in disconnect orders, including those
related to LNP orders, record orders, Billing change orders for non-switched products
and emergency orders.
12.24.LSRs of any kind issued during Switch or frame conversion quiet
periods create the potential for loss of End User Customer service due to manual
operational processes caused by the Switch or frame conversion. LSRs of any
kind issued during the Switch or frame conversion quiet periods will be handled
as set forth below, with the understanding that Qwest shall use its best efforts to
avoid the loss of End User Customer service. Such best efforts shall be
substantially the same time and manner as Qwest uses for itself, its End User
Customers , its Affiliates, or any other party.
12.24.The quiet period for Switch conversions, where no LSRs except
those requesting order activity described in Section 12.24.7 are processed for
the affected location, extends from five (5) Days prior to conversion until two (2)
Days after the conversion and is identified in the ICONN database.
12.24.The quiet period for frame conversions, where no LSRs except
those requesting order activity described in Section 12.24.7 are processed or
the affected location , extends from five (5) Days prior to conversion until two (2)
Days after the conversion.
12.24.7.4 LSRs, except those requesting order activity described in
12.24., (i) must be issued with a Due Date prior to or after the conversion
quiet period and (ii) may not be issued during the quiet period. LSRs that do not
meet these requirements will be rejected by Qwest.
August 31 , 2005/1hd/Project Mutual-
CDS-050118-0015
Qwest Fourteen State Negotiations Template Version 1., October 18, 2004 115
12.24.LSRs requesting disconnect activity issued during the quiet
period, regardless of requested Due Date , will be processed after the quiet
period expires.
12.24.PMT may request a Due Date change to a LNP related
disconnect scheduled during quiet periods up to 12:00 noon Mountain Time the
Day prior to the scheduled LSR Due Date. Such changes shall be requested by
issuing a supplemental LSR requesting a Due Date change. Such changes shall
be handled as emergency orders by Qwest.
12.24.PMT may request a Due Date change to a LNP related
disconnect order scheduled during quiet periods after 12:00 noon Mountain Time
the Day prior to the scheduled LSR Due Date until 12 noon Mountain Time the
Day after the scheduled LSR Due Date. Such changes shall be requested by
issuing a supplemental LSR requesting a Due Date change and contacting the
Interconnect Service Center. Such changes shall be handled as emergency
orders by Qwest.
12.24.In the event that PMT End User Customer service is
disconnected in error, Qwest will restore service in substantially the same time
and manner as Qwest does for itself, its End User Customers, its Affiliates, or
any other party. Restoration of PMT End User Customer service will be handled
through the LNP escalations process.
12.24.Switch Upgrades. Generic Switch software and hardware upgrades are
not subject to the Switch conversion embargoes or quiet periods described above.
such generic Switch or software upgrades require significant activity related to
translations, an abbreviated embargo and/or quiet period may be required. Qwest shall
implement service order embargoes and/or quiet periods during Switch upgrades in
substantially the same time and manner as Qwest does for itself, its End User
Customers, its Affiliates , and any other party.
12.24.Switch Line and Trunk Hardware Additions. Qwest shall use its best
efforts to minimize PMT service order impacts due to hardware additions and
modifications to Qwest's existing Switches. Qwest shall provide PMT substantially the
same service order processing capabilities as Qwest provides itself, its End User
Customers, Affiliates, or any other party during such Switch hardware additions.
SECTION 13.0 -INTENTIONALLY LEFT BLANK
SECTION 14.0 -INTENTIONALLY LEFT BLANK
SECTION 15.0 - QWEST'S OFFICIAL DIRECTORY PUBLISHER
15.Qwest and PMT agree that certain issues outside the provision of basic white page
Directory Listings, such as yellow pages advertising, yellow pages Listings, directory coverage,
access to call guide pages (phone service pages), applicable Listings criteria, white page
enhancements and publication schedules will be the subject of negotiations between PMT and
directory publishers, including Qwest's Official Directory Publisher. Qwest acknowledges that
August 31, 2005/lhd/Project Mutual-
CDS-050118-0015
Qwest Fourteen State Negotiations Template Version 1.50, October 18, 2004 116
PMT may request Qwest to facilitate discussions between PMT and Qwest's . Official Directory
Publisher.
SECTION 16.0 - REFERRAL ANNOUNCEMENT
16.When an End User Customer changes from Qwest to PMT, or from PMT to
Qwest, and does not retain its original main/listed telephone number, the Party formerly
providing service to the End User Customer will provide a transfer of service announcement on
the abandoned telephone number. Each Party will provide this referral service consistent with
its tariff. This announcement will provide details on the new number that must be dialed to
reach the End User Customer.
SECTION 17.0 -INTENTIONALLY LEFT BLANK
SECTION 18.0 - AUDIT PROCESS
18.Nothing in this Section 18 shall limit or expand the Audit provisions in the PAP.
Nothing in the PAP shall limit or expand the Audit provisions in this Section 18. For purposes of
this section the following definitions shall apply:
18.1 "Audit" shall mean the comprehensive review of the books, records , and
other documents used in providing services under this Agreement. The term "Audit" also
applies to the investigation of company records, back office systems and databases
pertaining to Loop information.
18.2 "Examination" shall mean an inquiry into a specific element or process
related to the above. Commencing on the Effective Date of this Agreement, either Party
may perform Examinations as either Party deems necessary.
18.This Audit shall take place under the following conditions:
18.Either Party may request to perform an Audit or Examination.
18.2.The Audit or Examination shall occur upon thirty (30) business days
written notice by the requesting Party to the non-requesting Party.
18.The Audit or Examination shall occur during normal business hours.
However, such Audit will be conducted in a commercially reasonable manner and both
Parties will work to minimize disruption to the business operations of the Party being
audited.
18.2.4 There shall be no more than two (2) Audits requested by each Party
under this Agreement in any twelve (12) month period. Either Party may audit the other
Party's books, records and documents more frequently than twice in any twelve (12)
month period (but no more than once in each quarter) if the immediately preceding audit
found previously uncorrected net variances, inaccuracies or errors in invoices in the
audited Party s favor with an aggregate value of at least two percent (2%) of the
amounts payable for the affected services during the period covered by the Audit.
18.2.The requesting Party may review the non-requesting Party s records,
August 31, 2005/lhd/Project Mutual-
CDS-050118-0015
Qwest Fourteen State Negotiations Template Version 1., October 18, 2004 117
books and documents, as may reasonably contain information relevant to the operation
of this Agreement.
18.The location of the Audit or Examination shall be the location where the
requested records, books and documents are retained in the normal course of business.
18.All transactions under this Agreement which are over twenty-four (24)
months old will be considered accepted and no longer subject to Audit. The Parties
agree to retain records of all transactions under this Agreement for at least twenty-four
(24) months.
18.Audit or Examination Expenses
18.Each Party shall bear its own expenses in connection with
conduct of the Audit or Examination. The requesting Party will pay for the
reasonable cost of special data extractions required by the Party to conduct the
Audit or Examination. For purposes of this section , a "Special Data Extraction
means the creation of an output record or informational report (from existing data
files) that is not created in the normal course of business. If any program is
developed to the requesting Party s specification and at that Party s expense, the
requesting Party will specify at the time of request whether the program is to be
retained by the other Party for reuse for any subsequent Audit or Examination.
18.Notwithstanding the foregoing, the non-requesting Party shall
pay all of the requesting Party s commercially reasonable expenses in the event
an Audit or Examination identifies a difference between the amount billed and the
amount determined by the Audit that exceeds five percent (5%) of the amount
billed and results in a refund and/or reduction in the Billing to the requesting
Party.
18.The Party requesting the Audit may request that an Audit be conducted
by a mutually agreed-to independent auditor, which agreement will not be unreasonably
withheld or delayed by the non-requesting Party. Under this circumstance, the costs of
the independent auditor shall be paid for by the Party requesting the Audit subject to
Section 18.
18.10 In the event that the non-requesting Party requests that the Audit be
performed by an independent auditor, the Parties shall mutually agree to the selection of
the independent auditor. Under this circumstance , the costs of the independent auditor
shall be shared equally by the Parties. The portion of this expense borne by the
requesting Party shall be borne by the non-requesting Party if the terms of Section
18.2 are satisfied.
18.11 Adjustments, credits or payments will be made and any corrective action
must commence within thirty (30) Days after the Parties' receipt of the final Audit report
to compensate for any errors and omissions which are disclosed by such Audit or
Examination and are agreed to by the Parties. The interest rate payable shall be in
accordance with Commission requirements. In the event that any of the following
circumstances occur within thirty (30) business days after completion of the Audit or
Examination, they may be resolved at either Party's election, pursuant to the Dispute
Resolution Process; (i) errors detected by the Audit or Examination have not been
August 31 , 2005/lhd/Project Mutual-
CDS-050118-0015
Qwest Fourteen State Negotiations Template Version 1., October 18, 2004 118
corrected; (ii) adjustments, credits or payments due as a result of the Audit or
Examination have not been made, or (iii) a dispute has arisen concerning the Audit or
Examination.
18.12 Neither the right to examine and Audit nor the right to receive an
adjustment will be affected by any statement to the contrary appearing on checks or
otherwise.
18.13 This Section will survive expiration or termination of this Agreement for a
period of two (2) years after expiration or termination of the Agreement.
18.All information received or reviewed by the requesting Party or the independent
auditor in connection with the Audit is to be considered Proprietary Information as defined by
this Agreement in Section 5.16. The non-requesting Party reserves the right to require any non-
employee who is involved directly or indirectly in any Audit or the resolution of its findings as
described above to execute a nondisclosure agreement satisfactory to the non-requesting Party.
To the extent an Audit involves access to information of other competitors, PMT and Qwest will
aggregate such competitors' data before release to the other Party, to insure the protection of
the proprietary nature of information of other competitors. To the extent a competitor is an
Affiliate of the Party being audited (including itself and its subsidiaries), the Parties shall be
allowed to examine such Affiliate s disaggregated data, as required by reasonable needs of the
Audit. Information provided in an Audit or Examination may only be reviewed by individuals with
a need to know such information for purposes of this Section 18 and who are bound by the
nondisclosure obligations set forth in Section 5.16. In no case shall the Confidential Information
be shared with the Parties' retail marketing, sales or strategic planning.
18.Either Party may request an Audit of the other s compliance with this
Agreement's measures and requirements applicable to limitations on the distribution
maintenance, and use of proprietary or other protected information that the requesting
Party has provided to the other. Those Audits shall not take place more frequently than
once in every three (3) years, unless cause is shown to support a specifically requested
Audit that would otherwise violate this frequency restriction. Examinations will not be
permitted in connection with investigating or testing such compliance. All those other
provisions of this Section 18 that are not inconsistent herewith shall apply, except that in
the case of these Audits, the Party to be audited may also request the use of an
independent auditor.
SECTION 19.0 - CONSTRUCTION CHARGES
19.All rates, charges and initial service periods specified in this Agreement
contemplate the provision of network Interconnection services or ancillary services to the extent
existing facilities are available. Except for modifications to existing facilities necessary to
accommodate Interconnection and or ancillary services specifically provided for in this
Agreement, Qwest will consider requests to build additional or further facilities for network
Interconnection or ancillary services , as described in the applicable section of this Agreement.
19.All necessary construction will be undertaken at the discretion of Qwest
consistent with budgetary responsibilities , consideration for the impact on the general body of
End User Customers and without discrimination among the various Carriers.
August 31 , 2005/1hd/Project Mutual-
CDS-050118-0015
Qwest Fourteen State Negotiations Template Version 1., October 18, 2004 119
19.An ICB quote for PMT's portion of a specific job will be provided to PMT. The
quote will be in writing and will be binding for ninety (90) business days after the issue date.
When accepted, PMT will be billed the quoted price and construction will commence after
receipt of payment. If PMT chooses not to have Qwest construct the facilities, Qwest reserves
the right to bill PMT for the expense incurred for producing the engineered job design.19.4 In the event a construction charge is applicable, PMT's service Application Date
will become the date upon which Qwest receives the required payment.
SECTION 20.0 - SERVICE PERFORMANCE
Performance Indicator Definitions (PIDs), in their current form as developed by the Regional
Oversight Committee, are included in Exhibit B of this Agreement. Subsequent changes to
these riDs that are made by the Regional Oversight Committee shall be incorporated into
Exhibit B by reference. Modifications of riDs that apply to the Qwest PAP shall be made in
accordance with Section 16.0 of Exhibit E. The Parties understand and agree that Exhibit B
Service Performance Indicators and Exhibit E, Performance Assurance Plan do not apply to the
services identified in Section 1.2 of this Agreement.
SECTION 21.0 - NETWORK STANDARDS
21.The Parties recognize that Qwest services and Network Elements have been
purchased and deployed , over time, to Telcordia and Qwest technical standards. Specification
of standards is built into the Qwest purchasing process , whereby vendors incorporate such
standards into the equipment Qwest purchases. Qwest supplements generally held industry
standards with Qwest Technical Publications.
21.The Parties recognize that equipment vendors may manufacture
Telecommunications equipment that does not fully incorporate and may differ from industry
standards at varying points in time (due to standards development processes and consensus)
and either Party may have such equipment in place within its network. Except where otherwise
explicitly stated within this Agreement, such equipment is acceptable to the Parties, provided
said equipment does not pose a security, service or safety hazard to Persons or property.
21.Generally accepted and developed industry standards which the Parties agree to
support include, but are not limited to:
21.1 .Switching
GR-1428-CORE Common Channel Signaling Network Interface Specification
(CCSNIS) Supporting Toll Free Service
GR-1432-CORE CCNIS Supporting TCAP
GR-317-CORE Call Control Using Integrated Services Network Digital User Part
(ISDNUP)
GR-905-CORE CCNIS Supporting Network Interconnection, Message Transfer
Part (MTP), and (SUP
TR-TSY-000540 Tandem Supplement
August 31 , 2005/1hd/Project Mutual-
CDS-050118-0015
Qwest Fourteen State Negotiations Template Version 1.50, October 18, 2004 120
GR-305-CORE
GR-1429-CORE CCNIS Supporting Call Management Services
FR-64 LATA Switching System Generic Requirement (LSSGR)
GR-334-CORE Switched Access Service
TR-NWT-000335 Voice Grade Special Access Services
TR-TSY-000529 Public Safety LSSGR
TR-NWT -000505 LSSGR Call Processing
FR-NWT-000271 OSSGR
TR-NWT-001156 OSSGR Operator Subsystem
SR-TSY-001171 Methods and Procedures for System Reliability Analysis
21.Transport
FR-440 Transport System Generic Requirements (TSGR)
TR-NWT-000499 (TSGR) Transport Systems Generic Requirements
GR-820-CORE Generic Transmission Surveillance; DS1 and DS3 Performance
TR-NWT-000507 LSSGR: Transmission
GR-342-CORE High Capacity Digital Special Access Service
ST-TEC-000051 & 52 Telecommunications
Handbooks Volumes 1 & 2
Transmission Engineering
ANSI T1.1 02-1993 Digital Hierarchy - Electrical Interface, Annex B
21.Local Number Portability
Number Portability Generic Switching and Signaling Requirements for Number
Portability, Issue 1., February 12 , 1996 (Editor - Lucent Technologies, Inc.
Generic Requirements for SCP Application and GTT Function for Number
Portability, Issue 0., Final Draft, September 4 , 1996 (Editor - Ameritech Inc.
Generic Operator Services Switching Requirements for Number Portability, Issue
, Final Draft, April 12, 1996 (Editor - Nortel);
ATIS, TRQ No., Technical Requirements for Number Portability Operator
Services Switching Systems, April 1999;
August 31, 2005/lhd/Project Mutual-
CDS-050118-0015
Qwest Fourteen State Negotiations Template Version 1., October 18, 2004 121
ATIS, TRQ No., Technical Requirements for Number Portability Switching
Systems , April 1999;
ATIS, TRQ No.3, Technical Requirements for Number Portability Database and
Global Title Translation, April 1999;
FCC First Report and Order and Further Notice of Proposed Rulemaking; FCC
96-286; CC Docket 95-116, RM 8535; Released July 2 , 1996;
FCC First Memorandum Opinion and Order on Reconsideration; FCC 97-74; CC
Docket 95-116 , RM 8535; Released March 11 , 1997.
FCC Second Report and Order, FCC 97-298; CC Docket 95-116, RM 8535;
Released August 18 1997.21.4 The Parties will cooperate in the development of national standards for
Interconnection elements as the competitive environment evolves. Recognizing that there are
no current national standards for Interconnection Network Elements, Qwest has developed its
own standards for some Network Elements. Details of these standards are documented in the
Qwest Technical Publications. Qwest Technical Publications have been developed to support
service offerings, inform End User Customers and suppliers, and promote engineering
consistency and deployment of developing technologies. Qwest provides all of its Technical
Publications at no charge via web site: http://www.qwest.com/techpub/.
. "".
August 31 , 2005/lhd/Project Mutual-
CDS-050118-0015
Qwest Fourteen State Negotiations Template Version 1.50, October 18, 2004 122
SECTION 22.0 - SIGNATURE PAGE
By signing below, and in consideration of the mutual promises set forth herein, and other good
and valuable consideration, the Parties agree to abide by the terms and conditions set forth in
this Interconnection Agreement.
Project Mutual Telephone Cooperative
Association, Inc.
Char les H. Creason , Jr.
Name Printed/Typed
~;~L
Signature
L. T. Christensen
Name Printed/Typed
President
Title
Director - Interconnection Aareements
Title
10-27-2005
Date
11/7 /0~
Date
August 31 , 2005/1hd/Project Mutual-
r.n!::_nl';n11 A_nn1 I';
Exhibit A
Idaho
Select the appropriate type of contract below.EAS / Local Traffic Reciprocal
For cost docket changes, leave blank:Compensation Election
Resale Wholesale Wholesale
Discount Discount
Percentage Percentage
Recurring Nonrecurring
Charges Charges
Wholesale Discount Rates
Southern Idaho
Private Line 18.25%18.25%
Northern Idaho
Private Line 19.37%19.37%
Interconnection
Entrance Facilities
Intentionally Left Blank
DS1 $103.$208.
DS3 $524.$277.73
LIS EICT
7.2.PerDS1 $0.$0.
Per DS3 $0.$0.
Direct Trunked Transport
Intentionallv Left Blank
DS1 (Recurrina Fixed oer Mile
Over 0 to 8 Miles $37.$1.
Over 8 to 25 Miles $37.$1.
Over 25 to 50 Miles $37.$1.
3.4 Over 50 Miles $37.$1.
DS3 (Recurrino Fixed oer Mile)
Over 0 to 8 Miles $257.$19.48
Over 8 to 25 Miles $260.49 $24.
Over 25 to 50 Miles $260.77 $26.43
Over 50 Miles $259.$26.
MultiDlexina
7.4.DS1 to DSO $263.$193.
7.4.DS3 to DS1 $304.$193.
Trunk Nonrecurrina Charaes
Intentionally Left Blank
DS1 Interface
First Trunk $229.40
Each Additional Trunk $5.
DS3 Interface
First Trunk $235.
Each Additional Trunk $11.
Exchanlle Service lEAS/Local! Traffic
End Office Call Termination, oer Minute of Use $0.001343
###
Tandem Switched Transoort, Per Minute of Use $0.000690
Tandem Transmission, per Minute of Use (RecurrinQ Fixed per Mile)
Over 0 to 8 Miles $0.0004564 $0.0000367
Over 8 to 25 Miles $0.0004564 $0.0000367
Over 25 to 50 Miles $0.0004564 $0.0000367
3.4 Over 50 Miles $0.0004260 $0.0000144
Local Traffic-FCC-ISP Rate Caps
MOU as of June 14, 2003, rate in effect until further FCC action $0.0007
Owest Idaho SGA T Third Revision Exhibit A 6th Amended February 11, 2005 Page10f3
Exhibit A
Idaho
Miscellaneous Charges
Expedite Charge (LIS Trunks)Qwest's Idaho
Access Service
Catalog
Cancellation Charge (LIS Trunks)Qwest's Idaho
Access Service
Catalog
Additional Testing (LIS Trunks)Qwest's Idaho
Access Service
Catalog
Transit Traffic
local Transit (local Transit Assumed Mileage - 7 Miles)See Tandem See Tandem
Switching and Switching and
Tandem Tandem
Transmission Transmission
Rates Above.Rates Above.
IntraLATA Transit Toll (IntraLATA Transit Toll Assumed Mileage - 7 Miles)Owest's Idaho Owest's Idaho
Access Service Access Service
Catalog Catalog
Jointly Provided Switched Access Owest's Idaho Owes!'s Idaho
Access Service Access Service
Catalog Catalog
9.4 Category 11 Mechanized Record Charge, per Record $0.0014877
Intentionally Left Blank
Construction Charges ICB ICB
Miscellaneous Charges
20.Additional Engineering, per Half Hour or fraction thereof
20.Additional En!!ineerim! - Basic $31.
20.Additional Engineering - Overtime $39.
20.Additional labor Installation, per Half Hour (lr fraction thereof
20.Additional labor Installation - Overtime $9.
20.Additional labor Installation - Premium $18.
20.Additional labor Other, per Half Hour or fraction thereof
20.Additional labor Other - Basic $27.
20.Additional Labor Other - Overtime $36.
20.Additional labor Other - Premium $46.
20.4 Testin!! and Maintenance, Der Half Hour or fraction thereof
20.4.Testing and Maintenance - Basic $29.40
9.20.4.2 Testin!! and Maintenance - Overtime $38.
9.20.4.Testing and Maintenance - Premium $49.
20.Maintenance of Service, per Half Hour or fraction thereof
20.Maintenance of Service - Basic $28.
20.Maintenance of Service - Overtime $36.
20.Maintenance of Service - Premium $46.
20.Additional CooDerative AcceDtance Testin!!, Der Half Hour or fraction thereof
20.Additional Cooperative Acceptance Testing - Basic $29.
20.Additional CooDerative AcceDtance Testin!! - Overtime $39.
20.Additional Cooperative Acceptance Testing- Premium $49.
20.Nonscheduled Cooperative Testing, per Half Hour or fraction thereof
20.Nonscheduled CooDerative Testin!! - Basic $29.
20.Nonscheduled Cooperative Testing- Overtime $39.
20.Nonscheduled CooDerative Testin!! - Premium $49.
20.Nonscheduled Manual TestinQ, Der Half Hour or fraction thereof
20.Nonscheduled Manual Testino - Basic $29.40
20.Nonscheduled Manual Testin!! - Overtime $39.
20.Nonscheduled Manual Testino - Premium $49.
Qwest Idaho SGA T Third Revision Exhibit A 6th Amended February 11, 2005 Page20f3
Exhibit A
Idaho
20.Intentionally Left Blank
20.Intentionally Left Blank
9.20.Additional Dispatch $87.
20.Date Chance $10.
20.Desian Chance $73.
9.20.Exoedite Charae ICB
20.Cancellation Charae ICB
10.0 Ancillarv Services
10.Local Number Portability
10.LNP Queries See FCC Tariff
#1 Section 13 &
10.1.2 LNP Manaaed Cuts
10.Standard Manaaed Cuts, per Person, per Half Hour $26.
10.Overtime Manaaed Cuts, oer Person, per Half Hour $34.
10.Premium Manaaed Cuts, per Person, per Half Hour $42.
10.911/E911
10.911 /E911 No Charae No Charae
10.Intentionally Left Blank
10.IntentionallY Left Blank
10.Intentionally Left Blank
10.Intentionally Left Blank
10.Access to Poles Ducts Conduits and Riahts otWay (ROWI
10.ROW Inquiry Fee, per Inquiry $378.
10.7.4 ROW Document Preparation Fee $122.
10.Access Aareement Consideration $10.
10.Make Readv ICE
12.0 Operational Support Systems
12.Development and Enhancements, per Order $5.
12.Onaoina Maintenance, per Order $1.40
12.Dailv Usaae Record File, per Record $0.000419
12.4 Trouble Isolation Charae See 9.
NOTES:
Unless otherwise indicated, all rates are pursuant to Idaho Public Utilities Commission Dockets:
B Cost Docket QWE-01-, Order No. 29408 (January 5 2004) rates effective January 5 2004.
# Voluntary Rate Reduction, Docket USW-00-3, effective 6/10/02. Reductions reflected in the 5/24/02 Exhibit A.
I#t# Third Voluntary Rate Reduction, Docket USW-00-, effective 12/16/02, Reductions reflected in the 10/16/02 Exhibit A
(1) TELRIC rates proposed in Cost Docket OWE-01-11 testimony filed on November 12, 2003. The case was bifurcated and the rates using this footnote are
proposed in Phase 2 of the cost docket.
(3) ICB, Individual Case Basis pricing.
(5) FCC ordered rates pursuant to the FCC's Order on Remand and Report and Order (Intercarrier Compensation tor ISP-Bound Traffic) CC Docket 01-131 (FCC
ISP Order), effective June 14, 2001.
Owest Idaho SGAT Third Revision Exhibit A 6th Amended February 11 2005 Page30f3
Qwest
Spirit of Service
Service Performance Indicator Definitions (PID)
14-State 271 PIC Version 8.
QWEST'S SERVICE PERFORMANCE INDICATOR DEFINITIONS (PID)
14-State 271 PID Version 8.
Introduction
Qwest will report performance results for the service performance indicators defined herein. Qwest will report
separate performance results associated with the services it provides to Competitive Local Exchange Carriers
(CLECs) in aggregate (except as noted herein), to CLECs individually and, as applicable, to Qwest's retail
customers in aggregate. Within these categories, performance results related to service provisioning and
repair will be reported for the products listed in each definition. Reports for CLECs individually will be subject
to agreements of confidentiality and/or nondisclosure.
The definitions in this version of the PID apply in the 14 states of Qwest's local service region: Arizona
Colorado, Idaho, Iowa, Minnesota, Montana, Nebraska, New Mexico, North Dakota, Oregon, South Dakota
Utah, Washington and Wyoming. Individual state Performance Assurance Plans may specify and apply state
specific variations from the Performance Measure definitions and/or standards contained herein.
Qwest Idaho SGA T Third Revision, Seventh Amended Exhibit B November 30, 2004 Pagei
Qwest's Service Performance Indicator Definitions
Table of Contents
ELECTRONIC GATEWAY AVAILABILITY .......................................................................
;...
GA-1- Gateway Availability - IMA-GUI..............................................................................
GA-2 - Gateway Availability - IMA-EDI ..............................................................................
GA-3 - Gateway Availability - EB-TA .................................................................................
GA-4 - System Availability - EXACT .............................................................................
:...
GA-6 - Gateway Availability - GUI -- Repair.......................................................................
GA-7 - Timely Outage Resolution following Software Releases .........................................
PRE-ORDER/ORDER............................................................................................................ 7
PO-1 - Pre-Order/Order Response Ti mes ..........................................................................
PO-2 - Electronic Flow-through........................................................................................1 0
PO-3 - LSR Rejection Notice Interval...............................................................................
PO-4 - LSRs Rejected...................................................................................... ............... .
PO-5 - Firm Order Confirmations (FOCs) On Time ..........................................................
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.......................................................... .
PO-16 - Timely Release Notifications ...........................................................................
PO-19 - Stand-Alone Test Environment (SATE) Accuracy ...............................................
PO-20 (Expanded) - Manual Service Order Accuracy ......................................................
ORDERING AND PROVISIONING ......................................................................................
OP-2 - Calls Answered within Twenty Seconds - Interconnect Provisioning Center........
OP-3 - Installation Commitments Met..............................................................................
OP-4 - Installation Interval................................................................................................
OP-5 - New Service Quality..............................................................................................42
OP-6 - Delayed Days........................................................................................................
OP-7 - Coordinated "Hot Cut" Interval- Unbundled Loop ................................................
OP-8 - Number Portability Timeliness ..............................................................................
OP-13 - Coordinated Cuts On Time - Unbundled Loop ...................................................
OP-15 - Interval for Pending Orders Delayed Past Due Date...........................................
OP-17 - Timeliness of Disconnects associated with LNP Orders .....................................
MAINTENANCE AND REPAIR ...........................................................................................
MR-2 - Calls Answered within 20 Seconds - Interconnect Repair Center........................
MR-3 - Out of Service Cleared within 24 Hours................................................................
MR-4 - All Troubles Cleared within 48 hours.. ..................................................... ......... ....
MR-5 - All Troubles Cleared within 4 hours...........................................
................. ........ ..
MR-6 - Mean Time to Restore ..........................................................................................
MR-7 - Repair Repeat Report Rate ..................................................................................
MR-8 - Trouble Rate.........................................................................................................
MR-9 - Repair Appointments Met .....................................................................................
MR-10 - Customer and Non-Qwest Related Trouble Reports ..........................................
MR-11 - LNP Trouble Reports Cleared within 24 Hours...................................................
BILLING ...............................................................................................................................
BI-1 - Time to Provide Recorded Usage Records ............................................................
Owest Idaho SGAT Third Revision, Seventh Amended ExhibitB November 30 2004 Page ii
Table of Contents (continued)
BI-2 -Invoices Delivered within 10 Days ..........................................................................
BI-3 - Billing Accuracy - Adjustments for Errors ...............................................................
BI-4 - Billing Completeness.......................................................................................... ....
DATABASE UPDATES
.......................................................................................................
DB-1 - Time to Update Databases.......,......................................................................... ...
DB-2 - Accurate Database Updates .................................................................................
DIRECTORY ASSISTANCE
................................................................................................
DA-1 - Speed of Answer - Directory Assistance ..............................................................
OPERATOR SERVICES......................................................................................................
OS-1 - Speed of Answer - Operator Services................................................................. .
NETWORK PERFORMANCE..............................................................................................
NI-1 - Trunk Blocking ................ ................... ............ ...................
....................... .............. .
NP-1 - NXX Code Activation.............................................................................................
COLLOCATION
...................................................................................................................
CP-1 - Collocation Completion Interval............................................................................ .
CP-2 - Collocations Completed within Scheduled Intervals..............................................
CP-3 - Collocation Feasibility Study IntervaL.................................................................. ..
CP-4 - Collocation Feasibility Study Commitments Met ........................ .........................1 00
DEFINITION OF TERMS
...................................................................................................
101
GLOSSARY OF ACRONYMS
...........................................................................................
APPEN DIX A..... ........ ................. .......................... ....... ............. ....
;. ............... ........ ............
107
Feature Detail..................................................................................................................107
Qwest Idaho SGA T Third Revision, Seventh Amended Exhibit B November 30, 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
focusing 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.qwest.com/wholesale/cmp/ossHours.html.
GA-1 D: Measures the availability of the SIA system, which facilitates access for the IMA-GUI interface
and the IMA-EDI interface (see GA-2), and reports the percentage of scheduled time the SIA
system is available. Scheduled availability times will be no less than the same hours as listed for
IMA-GUI and IMA-EDI.
Time Gateway is Available to CLECs is equal to Scheduled Availability Time minus Outage Time.
Scheduled Availability Time is equal to Scheduled Up Time minus Scheduled Down Time.
Scheduled Down Time is time identified and communicated that the interface is not available due to
maintenance and/or upgrade work. Notification of Scheduled Down Time for routine maintenance
and/or upgrade work will be provided no less than 48 hours in advance.
An outage is a critical or serious loss of functionality, attributable to the specified gateway or
component (Le., IMA-GUI, SIA), affecting Qwest's ability to serve its customers. An outage is
determined by Qwest technicians through the use of verifiable data , collected from the affected
customer(s) and/or from mechanized event management systems.
Reporting Period: One month Unit of Measure: Percent
Reporting Comparisons: CLEC aggregate Disaggregation Reporting: Region-wide level.
results Results will be reported as follows:
GA-1A IMA Graphical User Interface Gateway
GA-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 SGA T Third Revision, Seventh Amended Exhibit B November 30, 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-EDllnterface is available
for view and/or input All times during which the interface is scheduled to be operating during the
reporting period are measured.
Scheduled Up Time hours for IMA-EDI based on the currently published hours of availability found
on the following website: http://www.qwestcom/wholesale/cmp/ossHours.html. Time Gateway is
Available to CLECs is equal to Scheduled Availability Time minus Outage Time.
Scheduled Availability Time is equal to Scheduled Up Time minus Scheduled Down Time.
Scheduled Down Time is time identified and communicated that the interface is not available due
to maintenance and/or upgrade work. Notification of Scheduled Down Time for routine
maintenance and/or upgrade work will be provided no less than 48 hours in advance.
An outage is a critical or serious loss of functionality, attributable to the specified gateway or
component (Le., IMA-EDI), affecting Qwest's ability to serve its customers. An outage is
determined by Qwest technicians through the use of verifiable data , collected from the affected
customer(s) and/or from mechanized event management systems.
Reporting Period: One month Unit of Measure: Percent
Reporting Comparisons: CLEC Disaggregation Reporting: Region-wide level.
aQQ(eqate results (See GA-1 D for reportinq of SIA system availabilitv.
Formula:
((Number of Hours and Minutes Gateway is Available to CLECs During Reporting Period) + (Number
of Hours and Minutes of Scheduled Availability Time During Reporting Period) ) x 100
Exclusions: None
Product Reporting: None Standard:99.25 percent
Availability:Notes:
Available
Qwest Idaho SGA T Third Revision, Seventh Amended Exhibit B November 30, 2004 Page 2
GA-3 - Gateway Availability - EB-
Purpose:
Evaluates the quality of CLEC access to the EB- T A interface, focusing on the extent the gateway is
actually available to CLECs.
Description:
Measures the availability of EB-TA (Electronic Bonding - Trouble Administration) interface and reports
the percentage of scheduled availability time the EB-TA Interface is available.
Scheduled Up Time hours are based on the currently published hours of availability found on the
following website: http://www.qwestcom/wholesale/cmp/ossHours.html.
Time Gateway is Available to CLECs is equal to Scheduled Availability Time minus Outage Time.
Scheduled Availability Time is equal to Scheduled Up Time minus Scheduled Down Time.
Scheduled Down Time is time identified and communicated that the interface is not available due
to maintenance and/or upgrade work. Notification of Scheduled Down Time for routine
maintenance and/or upgrade work will be provided no less than 48 hours in advance.
An outage is a critical or serious loss of functionality, attributable to the specified gateway or
component (Le., EB-TA), affecting 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 aggregate results Disaggregation Reporting: Region-wide level.
Formula:
((Number of Hours and Minutes Gateway is Available to CLECs During Reporting Period) + (Number
of Hours and Minutes of Scheduled Availability During Reporting Period)) x 100
Exclusions: None
Product Reporting: None Standard:99.25 percent
Availability:Notes:
Available
Owest Idaho SGA T Third Revision , Seventh Amended Exhibit B November 30, 2004 Page 3
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 (Le., EXACT), affecting Qwest's ability to serve its customers. An outage is
determined by Qwest technicians through the use of verifiable data, collected from the affected
customer(s) and/or from mechanized event 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) +- (Number
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 SGA T Third Revision, Seventh Amended Exhibit B November 30, 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://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 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 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 Revision, Seventh Amended Exhibit B November 30, 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 - T A) aTE 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 (i.e. lost data), and ends with the time functionality is restored or the lost data is
recovered.
Reporting Period: Monthly
Reporting Comparisons: CLEC Aggregate
Unit of Measure: Percent
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:
Available
Notes:
1. "Resolved" means that service is restored to the reporting CLEC , as
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 Revision, Seventh Amended Exhibit B November 30, 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-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-1C: Percent
Qwest Idaho SGA T Third Revision, Seventh Amended Exhibit B November 30, 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-1 B Pre-Order/Order Response Time for IMA-EDI
Results are reported separately for each of the following transaction types: NOTE 2
1. Appointment Scheduling (Due Date Reservation, where appointment is required)2. Service Availability Information3. Facility Availability4. Street Address Validation
5. Customer Service Records
6. Telephone Number
7. Loop Qualification Tools NOTE 3
8. Resale of Qwes! DSL Qualification9. 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), request/response will be reported as a combined
number.
PO-1C Results for PO-1C 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-1D Results for PO-1D will be reported according to the gateway interface used:1. Rejected Response Times for IMA-GUI2. Rejected Response Times for IMA-EDI
Formula:
PO-1 A & PO-1 B = I:((Query Response Date & Time) - (Query Submission Date & Time)) + (Number of
Queries Submitted in Reporting Period)
PO-1 C
PO-
((Number of IRTM Queries measured by PO-1A & 1 B that Timeout before receiving
response) + (Number of IRTM Queries Transmitted in Reporting Period)) x 100
I:((Rejected Query Response Date & Time) - (Query Submission Date & Time))
(Number of Rejected Query Transactions Simulated by IRTM)
Exclusions:
PO-1A & PO-1B:
Rejected requests/errors, and timed out transactions
PO-1C:
Rejected requests and errors
PO-1D:
Timed out transactions
Qwest Idaho SGA T Third Revision, Seventh Amended Exhibit B November 30, 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 Tools
NOTE' 3
8. Resale of Qwest DSL
Qualification9. 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 SGA T Third Revision, Seventh Amended Exhibit B November 30, 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 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 durinq the reporting 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 Revision , Seventh Amended Exhibit B November 30, 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) and UNE-
(Centrex 21)Resale:95%
Line Sharing Unbundled Loops:85%
LNP:95%
UNE-P (POTS & Centrex 21):95%
Line Sharinq:Diaqnostic '~LJ I t: ;j
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
Combined reporting through the CMP process.
of UNE-P (POTS)In Colorado the standard for PO-2 is considered met if the standard for
and UNE-P (Centrex either PO-2A or PO-2B is met. For both PO-2A and PO-, the
21) - beginning with benchmark percentages shown apply to the aggregations of PO-2A-1 and
Jul 04 data on the PO-2A-2 (Le., the combined PO-2A result) and of PO-2B-1 and PO-2B-
Aug 04 report.(Le., the combined PO-2B result).
The standard and future disaggregated reporting of the Line Sharing
Line Sharing -product is TBD, pending resolution of TRO issues.
beginning with Jul 04
data on the Aug 04
report
Qwest Idaho SGA T Third Revision, Seventh Amended Exhibit B November 30, 2004 Page 11
PO-3 - LSR Rejection Notice Interval
Purpose:
Monitors the timeliness with which Qwest 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: 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 CLEC response to Qwest question for clarification about the LSR.
Included in the interval is time required for efforts by Qwest to work with the CLEC to avoid the
necessity of rejecting the LSR.
. With hours: minutes reporting, hours counted are (1) business hours for manual rejects (involving
human intervention) and (2) published Gateway Availability hours for auto-rejects (involving no
human intervention). Business hours are defined as time during normal business hours of the
Wholesale Delivery Service Centers, except for PO-3C in which hours counted are workweek
clock hours. Gateway Availability hours are based on the currently published hours of availability
found on the followinq 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: Secs.
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-, 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)) + (Total number of
LSR Rejection Notifications)
Exclusions:
Records with invalid product codes.
Records missing data essential to the calculation of the measurement per the riD.
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 -3B-1: :0; 12 business hours
. PO-3A -2 and -3B -2: :0; 18 seconds
. PO-3C: :0; 24 work week clock
hours
Availability:Notes:
Available
Qwest Idaho SGA T Third Revision, Seventh Amended Exhibit B November 30, 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 miqht 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
Qwest territory; service-affecting order pending; request is outside established parameters for
service; and lack of CLEC response to Qwest ( uestion for clarification about the LSR.
Reporting Period: One month Unit of Measure: Percent of LSRs
Reporting Comparisons: CLEC aggregate and
individual CLEC results
Disaggregation Reporting:
Results for this indicator are reported according to
the gateway interface used to submit the LSR:
PO-4A-1 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-1 LSRs received via IMA-EDI and
rejected manually - Region wide
PO-4B -2 LSRs received via IMA-EDI and
auto-rejected - Region widePO-4C LSRs received via facsimile -
Statewide
Formula:
((Total number of LSRs rejected via the specified method in the reporting period) -;- (Total of all LSRs
that are received via the specified interface that were rejected or FOC'd in the reporting period)) x 100
Exclusions:
Records with invalid product codes.
Records missing data essential to the calculation of the measurement per the riD.
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
Qwest Idaho SGA T Third Revision, Seventh Amended Exhibit B November 30, 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 (i.e., facsimile) that receive an FOC during the reporting period, subject to exclusions
specified below. (Acknowledgments sent separately from an FOC (e., EDI 997 transactions are
not included.
For PO-, the interval measured is the period between the LSR received date/time (based on
scheduled up time) and Owest's response with a FOC notification (notification date and time).
For PO-, 5C, and 5D, the interval measured is the period between the a lication date and time
as defined herein, and 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-EDI, (2) that involve no
manual intervention, and (3) for which FOCs are provided mechanically to the CLEC. NOTE 2
. "
Electronic/manual" LSRs are received electronically via IMA-GUI or IMA-EDI and involve manual
processing.
. "
Manual" LSRsare 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-EDI
. PO-58:FOCs provided for electronic/manual LSRs received via:
- PO-58-1 IMA-GUI
- PO-58-2 IMA-EDI
. PO-5C:FOCs provided for manual LSRs received via Facsimile.
. PO-5D: FOCs provided for ASRs requesting LIS Trunks.
* Each of the PO-, PO-58 and PO-5C measurements listed above
will be further disaggregated as follows:(a) FOCs provided for Resale services and UNE-(b) FOCs provided for Unbundled Loops and specified
Unbundled Network Elements(c) FOCs provided for LNP
Formula:
PO-5A = UCount of LSRs for which the original FOC's "(FOC Notification Date & Time) - (LSR received
date/time (based on scheduled up time))" is within 20 minutes) + (Total Number of original
FOC Notifications transmitted for the service category in the reporting periodH x 100
PO-, 5C, & 5D = 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 periodH x 100
Owest Idaho SGA T Third Revision, Seventh Amended Exhibit 8 November 30, 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-SA 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 starUstop dates/times.
Additional PO-5D exclusion:
Records with invalid application or confirmation dates.
Product Reporting:Standards:
For PO-SA (all):95% within 20 minutes NUl!::.:.!
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 UNE-P Centrex For PO-5D (LIS Trunks):85% within eight business days(b) Unbundled Loops
and specified Standard FOC Intervals for PO-58 and PO-Unbundled Network
Elements.
Product Group
NOTE 1 FOC Interval(c) LNP Resale
For PO-5D: 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 chanqes/adds/removals (all)
LNP 24 lines
Unbundled Loops 24 loops
2/4 Wire analog
DS3 Capable
Sub-loop 24 sub-loops
(included in Product Reporting group (b))
Line Sharing/Line Splitting/Loop Splitting
24 shared loops
(included in Product Reportinq qroup (b)l
Unbundled Network Element-Platform (UNE-P POTS)
1 - 39 lines
Owest Idaho SGA T Third Revision, Seventh Amended Exhibit B November 30, 2004 Page 15
PO-5 - Firm Order Confirmations (FOCs) On Time (continued)
Resale
ISDN-Basic
Conversion As Specified
New Installs
Address Changes
Change to add Loop
ISDN-PRI (Facility)
PBX
DSO or Voice Grade Equivalent
DS1 Facility
DS3 Facility
LNP
Enhanced Extended Loops (EELs)
(included in Product Reporting group (b))~1 ~ ci~~
Resale
Centrex (including Centrex 21 , Non-design
Centrex 21 Basic ISDN, Centrex-Plus
Centron , Centrex Primes) 1-10 lines
With Common Block Configuration required
Initial establishment of Centrex CMS services
Tie lines or NARs activity
Subsequent to initial Common Block
Station lines
Automatic Route Selection
Uniform Call Distribution
Additional numbers
UNE-P Centrex 1-10 lines
UNE-P Centrex 21 . 1-10 lines
Unbundled Loops with Facility Check(NOTE2 3) 1 - 24 loops
2/4 wire Non-loaded
ADSL compatible
ISDN capable
XDSL-I capable
OS 1 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.
Availability:
Available
10 lines
24 trunks
25-49 lines
12 trunks
240 trunk circuits
Qwest Idaho SGA T Third Revision , Seventh Amended Exhibit B November 30, 2004
48 hours
72 hours
96 hours
8 business
days
Page 16
PO-6 - Work Completion Notification Timeliness
Purpose:
To evaluate the timeliness of Qwest issuing electronic notification at an LSR level to CLECs that
provisioning work on all service orders that comprise the CLEC LSR have been completed in the
Service Order Processor and the service is available to the customer.
Description:
PO-6A & 68:
Includes all orders completed in the Qwest Service Order Processor that generate completion
notifications in the reporting period, subject to exclusions shown below.
The start time is the date/time when the last of the service orders that comprise the CLEC LSR is
posted as completed in the Service Order Processor.
The end time is when the electronic order completion notice is made available (IMA-GUI) NOTE 1 or
transmitted (IMA-EDI) to the CLEC via the ordering interface used to place the local service
request The notification is transmitted at an LSR level when all service orders that comprise the
CLEC LSR are complete.
With hours: minutes reporting, hours counted are during the published Gateway Availability hours.
Gateway Availability hours are based on the currently published hours of availability found on the
following website: http://www.Qwestcom/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-6A Notices transmitted via IMA-GUI
CLEC results.PO-68 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 = L((Date and Time Completion Notification transmitted to CLEC) - (Date and Time the last of
the service orders that comprise the CLEC LSR is completed in the Service Order Processor.))-+-
(Number of completion notifications transmitted in reporting period)
Exclusions:
PO-6A&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 Qwest stores
a status update related to the completion notice in the IMA Status Updates
database. When this occurs, the notice can be immediately viewed by the
CLEC using the Status Updates window or by using the LSR Notice Inquiry
function.
Qwest Idaho SGA T Third Revision, Seventh Amended Exhibit 8 November 30, 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 Qwest retail within five business daDescription:
PO-7A & 7B:
This measurement includes all orders posted in the CRIS billing system for which billing completion
notices are made available or transmitted in the reporting period, subject to exclusions shown
below.
Intervals used in this measurement are from the time a service order is completed in the SOP to
the time billing completion for the order is made available or transmitted to the CLEC.
- The time a notice is "made available" via the IMA-GUI consists of the time Qwest stores the
completion notice in the IMA Status Updates database. When this occurs, the notice can be
immediately viewed by the CLEC using the Status Updates window.
- The time a notice is "transmitted" via IMA-EDI consists of the time Qwest actually transmits the
completion notice via IMA-EDI. Applicable only to those CLECs who are certified and setup to
receive the notices via IMA-EDI.
. The start time is when the completion of the service order is posted in the Qwest SOP. The end
time is when, confirming that the order has been posted in the CRIS billing system, the electronic
billing completion notice is made available to the CLEC via the same ordering interface (IMA-GUI
or IMA-EDI) as used to submit the LSR.
Intervals counted in the numerator of these measurements are those that are five business days or
less.
PO-7C:
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: Qwest retail results.
Formula:
For wholesale service orders Qwest 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 Qwest Retail
PO-7B =
For service orders Qwest enerates for retail customers Le.the retail analo ue for PO-7A & -
PO-7C = (Total number of retail service orders posted in the CRIS billing system in the reporting
period that were posted within 5 business days) + (Total number of retail service orders
osted in the CRIS billin s stem in the re ortin eriod
Qwest Idaho SGA T Third Revision, Seventh Amended Exhibit B November 30, 2004 Page 18
PO-7 - Billing Completion Notification Timeliness (continued)
Exclusions:
PO-7A, 78 & 7C
Services that are not billed through CRIS, e.g. Resale Frame Relay.
Records with invalid completion dates.
PO-7A & 78
LSRs submitted manually.
ASRs submitted via EXACT.
Product Reporting:Standard:
Aggregate reporting for all products ordered through IMA-FiO-7A and -78: Parity with PO-
GUI and , separately, IMA EDI (see disaggregation
reporting).
Availability:Notes:
Available
Qwest Idaho SGAT Third Revision, Seventh Amended Exhibit 8 November 30 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 GLEGs (regardless of whether the due date was actuallymissed).
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 NUIt:.
Reporting Comparisons: GLEG Disaggregation Reporting: Statewide level.
aggregate, individual GLEG and Owest (This measure is reported by jeopardy notification process
Retail results as used for the categories shown under Product
ReportinQ.
Formula:
(L(Date of the original due date of orders completed in the reporting period that received jeopardy
notification - Date of the first jeopardy notification) -7 Total orders completed in the reporting period
that received jeopardy notification)
Exclusions:
Jeopardies done after the original due date is past.
Records involving official company services.
Records with invalid due dates or a lication dates.
Records with invalid completion dates.
Records with invalid product codes.
Records missinQ data essential to the calculation of the measurement per the PID.
Product Reporting:Standards:
Non-Designed Services A Parity with Retail POTS
Unbundled Loops (with or without B Parity with Retail POTS
Number Portability)
LIS Trunks G Parity with Feature Group D (FGD) services
UNE-P(POTS)D Parity with Retail POTS
Availability:Notes:
Available 1. For PO-8A and -, Saturday is counted as a
business day for all non-dispatched orders for
Resale Residence, Resale Business, and UNE-
(POTS), as well as for the retail analogues
specified above as standards. For dispatched
orders for Resale Residence, Resale Business
and UNE-P (POTS) and for all other products
reported under PO-8B and -, Saturday is
counted as a business day when the service order
is due on Saturday.
Owest Idaho SGA T Third Revision, Seventh Amended Exhibit B November 30, 2004 Page 20
PO-9 - Timely Jeopardy Notices
Purpose:
When original due dates are missed , measures the extent to which Qwest 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
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
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 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
Qwest Idaho SGA T Third Revision , Seventh Amended Exhibit B November 30, 2004 Page 21
PO-15 - Number of Due Date Changes per Order
Purpose:
To evaluate the extent to which Qwest changes 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.
CLEC aggregate, individual CLEC, and Qwest
retail results.
Formula:
L(Count of Qwest due date changes on all orders) -;- (Total orders in reporting period)
Exclusions:
Customer requested due date changes.
Records involving official company services.
Records with invalid due dates or a lication dates.
Records with invalid product codes.
Records missing data essential to the calculation of the measurement per the PID.
Product Reporting:Standard:
None Diagnostic
Availability:Notes:
Available
Qwest Idaho SGA T Third Revision, Seventh Amended Exhibit B November 30, 2004 Page 22
PO-16- Timely Release Notifications
Purpose:
Measures the percent of release notifications for changes to specified ass interfaces sent by Qwest to
CLECs within the intervals and scope specified within the change management plan found on Qwest's
Change Management Process, (CMP) website at http://www.qwestcom/whoiesale/cmp/whatiscmp.htmi.
Description:
Measures the percent of release notices that are sent by Qwest within the intervals/timeframes
prescribed by the release notification procedure on Qwest's CMP website. NOTE 1
Release notices measured are:
Draft Technical Specifications (for App to App interfaces only);
Final Technical Specifications (for App to App interfaces only);
Draft Release Notices (for IMA-GUI interfaces only);
Final Release Notices (for IMA-GUI interfaces only); and
- ass 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 Qwest relating to the following products and
service categories: LlS/lnterconnection , Collocation , Unbundled Network Elements (UN E),
Ancillary, and Resale Products and Services.
Includes ass interface release notifications by Qwest to CLECs for the following ass
functions: Pre-Ordering, Ordering, Provisioning, Repair and Maintenance , and Billing.
Includes Types of Changes as specified in the "Qwest Wholesale Change Management
Process Document" (Section 4 - Types of Changes).
Includes all ass interface release notifications pertaining to the above 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 Qwest that provides the
Release Notification. NOTE 7
Release Notifications sent after the date required by the (CMP) are considered untimely. Release
Notifications required but not sent are considered untimely.
Reporting Period: One month
Reporting Comparisons: CLEC Aggregate
Unit of Measure: Percent
Disaggregation Reporting: Region-wide level.
Formula:
((Number of required release notifications for specified ass interface changes made within the reporting
period that are sent on or before the date required by the change management plan (CMP) -;- Total
number of required release notifications for specified ass interface changes within reporting period))x100
Exclusions:
Changes to be implemented on an expedited basis (exception to ass notification intervals) as
mutually agreed upon by CLECs and Qwest through the CMP.
ChanQes where Qwest and CLECs aQree, throuQh the CMP, that notification is unnecessary.
Qwest Idaho SGA T Third Revision, Seventh Amended Exhibit B November 30, 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 Qwest Wholesale Change Management Process Document specifies the
intervals for release notifications by type of notification. These intervals are
documented in the change management plan.
2. The documents described in section "0 - Retirement of Existing ass
Interfaces" of the "Qwest Wholesale Change Management Process Document"
as "Initial Retirement Notice" and "Final Retirement Notice.
3. EXACT is a Telecordia system. Only release notifications for changes initiated
by Qwest for hardware or connectivity will be included in this measurement.
4. EB-TA is the same system as MEDIACC.
5. CRIS, lABS, and Loss and Completions will adhere to the notification intervals
documented in section 8.1 - Changes to Existing Application to Application
Interface.
6. The documents described in section "0 - Introduction of New ass Interface" of
the "Qwest Wholesale Change Management Process Document" as "Initial
Release Announcement and Preliminary Implementation Plan" (new App to App
only), "Initial Interface Technical Specification" (new App to App only), "Final
Interface Technical Specifications (new App to App only), "Release Notification
(new GUI only). CMP notices for "Introduction of a New 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 PID.
7. The intervals used to determine timeliness are based on CMP guidelines.
.;.
"r.
- :. - .
Qwest Idaho SGA T Third Revision, Seventh Amended Exhibit B November 30, 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 testing 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 (SA TE) that are successfully executed
in SATE at the time a new IMA Release is deployed to SATE. In months where no release activity
occurs, measures the percentage of test transactions that conform to the test scenarios published in
the current IMA EDI Data Document-for the Stand Alone Test Environment (SATE) that are
successfully executed in SATE during the between-releases monthly performance test.
Includes one test transaction for each test scenario published in the IMA EDI Data Document for
the Stand Alone Test Environment (SATE).
. T est 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 (SATE).
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 (SA TE) and the EDI disclosure document.
The transactions strict adherence to business rules published in Qwest's most current IMA EDI
Disclosure Documentation for each release and the associated Addenda. NOTE 1
For this measurement, Qwest will execute the test transactions in the Stand-Alone Test Environment.
Release related test transactions will be executed when a full or point release of IMA is installed
in SATE. These transactions will be executed within five business da s of the numbered release
being originally installed in SATE. This five-business day period will be referred to as the "Testing
Window.
Mid-release monthly performance test transactions will be executed in the months when no
Testing Window for a release is completed. These transactions will be executed on the 15 , or
the nearest working day to the 15th of the month, in the months when no release related test
transactions are executed.
Test transaction results will be reported by release and included in the Reporting Period during which
the release transactions or mid-release test transactions are completed.
PO-19B
Validates the extent that SATE mirrors production by measuring the percentage of IMA EDI test
transactions that produce comparable results in SATE and in production.
Transactions counted as producing comparable results are those that return correctly formatted
data and fields as specified in the release s EDI disclosure document and developer worksheets
related to the IMA release being tested.
Comparability will be determined by evaluating the data and fields in each EDI message for the
test transactions against the same data and fields for Preorder queries, LSRs, and
Supplementals, and returned as Query Responses, Acknowledgements, Firm Order
Confirmations (FOCs) for flow-through eligible products, and rejects.
Test transactions are executed one time for each new major IMA release within 7 days after the IMA
release. .
Test transactions consist of a defined suite of ProducUActivity 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:Unit of Measure:Percent
PO-19A -- One month
Qwest Idaho SGA T Third Revision, Seventh Amended Exhibit B November 30, 2004 Page 25
PO-19 Stand-Alone Test Environment (SATE) Accuracy (continued)
PO-19B: -- One month (for those months in
which release-related test transactions are
completed)
Reporting Comparisons: None Disaggregation Reporting:
PO-19A - Reported separately for each release tested
in the reporting period
PO-19B -- None
Formula:
PO-19A
((Total number of successfully completed SATE test transactions executed for a Software Release or
between-releases performance test completed in the Reporting Period) + (Total number of SATE test
transactions executed for each Software Release or between-releases performance test completed in
the Reporting Period)) x 100
PO-19B
((Total number of completed IMA EDI test transactions executed in SATE and production that
produce comparable results for each new major IMA Software Release completed in the Reporting
Period) + (Total number of completed IMA EDI test transactions executed in SATE and production for
each new major IMA Software Release completed in the Reporting Period)) x 100
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
Available
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
aqainst IMA to determine which combinations
Availability:
Owest Idaho SGA T Third Revision, Seventh Amended Exhibit B November 30, 2004 Page 26
PO-19 Stand-Alone Test Environment (SATE) Accuracy (continued)
meet the criteria for inclusion (Le., volumes
:;:.
100).
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 SGA T Third Revision, Seventh Amended Exhibit B November 30, 2004 Page 27
PO-20 (Expanded) - Manual Service Order Accuracy
Purpose:
Evaluates the degree to which awest accurately processes CLECs' Local Service Requests (LSRs), which
are electronically-submitted and manually processed by awest, into awest Service Orders, based on
mechanized comparisons of specified LSR-Service Order fields and focusing on the percentage of manually-
processed Service Orders that are accurate/error-free.
Description:
Measures the percentage of manually-processed awest Service Orders that are populated correctly, in
specified data fields, with information obtained from CLEC LSRs.
Includes only Service Orders created from CLEC LSRs that awest receives NOTE 1 electronically (via IMA-
GUI or IMA-EDI) and manually processes in the creation of Service Orders, regardless of flow through
eligibility, subject to exclusions specified below.
Includes only Service Orders, from the product reporting categories specified below, that request inward
line or feature activity (Change, New, and Transfer order types), are assigned a due date by awest, and
are completed/closed in the reporting period. Change Service Order types included in this measurement
consist of all C orders with "I" and "T" action-coded line or feature USOCs.
All Service Orders satisfying the above criteria and as specified in the Availability section below are
evaluated in this measurement.
An inward line Service Order will be classified as "accurate" and thus counted in the numerator in the
formula below when the mechanized comparisons of this measurement determine that the fields
specified in the Service Order Fields Evaluated section below (when the source fields have been properly
populated on the LSR) are all accurate on the Service Order. An inward feature Service Order will be
classified as "accurate" if the fields specified in the Service Order Fields Evaluated section below (when
the source fields have been properly populated on the LSR) are all accurate on the Service Order and if
no CLEC notifications to the call center have generated call center tickets coded to LSR/SO mismatch for
that order.
Service Orders will be counted as being accurate if the contents of the relevant fields , as recorded in
the completed Service Orders involved in provisioning the service, properly match or correspond to
the information from the specified fields as provided in the latest version of associated LSRs.
Service orders generated from LSRs receiving a PIA (Provider Initiated Activity value will be counted
as being accurate if each and every mismatch has a correct and corresponding PIA value.
Service Orders, including those otherwise considered accurate under the above-described
mechanized field comparison, will not be counted as accurate if awest corrects errors in its Service
Order(s) as a result of contacts received from CLECs no earlier than one business day prior to the
original due date.
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 exclude Service
Orders that are the subject of call center tickets
counted in OP-5B and OP-, as having new
service problems attributed to Service Order errors.
Unit of Measure:Percent
Reporting Comparisons:
CLEC Aggregate and individual CLEC
Disaggregation Reporting:
Statewide Level
Formula:
((Number of accurate, evaluated Service Orders) + (Number of evaluated Service Orders completed in
the reporting period)) x 100
awest Idaho SGA T Third Revision, Seventh Amended Exhibit B November 30, 2004 Page 28
PO-20 (Expanded) - Manual Service Order Accuracy (continued)
Exclusions:
Service Orders that are the subject of call center tickets counted in OP-5B and OP-5T as having new
service problems attributed to Service Order errors.
Cancelled Service Orders.
Service Orders that cannot be matched to a corresponding LSR
Records missinQ data essential to the calculation of the measurement per the PID.Product Reporting: Standard:
Resale and UNE-P (POTS and Centrex 21) Benchmarks , as follows:
Unbundled Loops (Analog and Non-Loaded 2/4-wire, OS 1
Capable, DS3 and higher Capable, ADSL Compatible
XDSL-I Capable, ISDN-BRI Capable)
Availability:
Phase 0 - PO-20 (Old) (the first version using
sampling of limited fields). (Available now)
Phase 1 NOTE 2 - PO-20 (Expanded) Mechanized
version (as defined herein). All qualifying orders
associated with initial LSRs received via IMA
version 15.0 or higher beginning with May 2004
data reported in Jul 04.
Phase 2 - Additional fields added. No later than
Sep 04 results reported in Nov 04
Phase 3- Additional fields added. Targeted for
1 sl Quarter 05
Phase 4 - Additional fields added. (Date TBD).
Phase 1
Phase 2
Phase 3 & beyond
97%
96%
95%
Notes:
1. To be included in the measurement, Service
Orders created from CLEC LSRs must be
received and completed in the same version of
IMA-GUI or IMA-EDI.
2. Phase 1: Consists of all manually-processed
qualifying Service Orders per product reporting
category specified above, from throughout
Qwest's 14-state local service region.
LSR-Service Order Fields Evaluated
Phase 1 - (Effective with LSRs received beginning May 2004)
Mechanized comparison of the fields from the Service Order to the LSR:
LSR Field
Form Code LSR Field Name Remarks/Service Order Field:
CCNA Customer Carrier CCNA field of LSR form compared to the RSID/ZCID field
LSR Name identifier in the Extended 10 section ofthe Service Order.
Abbreviation
PON Purchase Order PON field of LSR form compared to the PON field in Bill
Number Section of the Service Order.
DfTSENT Date and time The DfTSENT field of LSR form from the Firm Order
sent Manager, using applied business day cut-off rules and
business typing rules, and compare to the APP (Application
Date) used on the Service Order.
CHC Coordinated Hot Applies only to Unbundled Loop.
Cut Requested Validate that the installation USOC used on the Service
Order matches the Coordinated Cut request. (Evaluat~d in
conjunction with the TEST field to determine correct USOC.
TEST Testing required Applies only to Unbundled Loop.
Validate that the installation USOC used on the Service
Order matches the TEST request. (Evaluated in conjunction
with the CHC field to determine correct USOC.
Network Channel Applies only to Unbundled Loop. NC field on the LSR form
Code compared to provisioning USOC for CKL 1 on the Service
Order.
Qwest Idaho SGA T Third Revision , Seventh Amended Exhibit B November 30, 2004 Page 29
PO-20 (Expanded) - Manual Service Order Accuracy (continued)
LSR-Service Order Fields Evaluated
Phase 1 - (Effective with LSRs received beginning May 2004)
Mechanized comparison of the fields from the Service Order to the LSR:
Form
LSR Field
Code
NCI
SECNCI
PIC
Resale or LPIC
Centrex
Resale
Centrex
TNS
LSR Field Name
Network Channel
Interface Code
Secondary
Network Channel
Interface Code
InterlJ\ T J\ Pre-
subscription
Indicator Code
IntralJ\TJ\ Pre-
subscription
Indicator Code
Telephone
NumbersFN Feature
FEJ\TURE J\ctivity/Feature
Codes
Remarks/Service Order Field:
J\pplies only to Unbundled Loop NCI field on the LSR form
compared to provisioning USCG for CKL 1 on the Service
Order.
J\pplies only to Unbundled Loop orders.
SECNCI field on the LSR form compared to the provisioning
USCG for CKL2 on the Service Order.
PIC field on Resale or Centrex form compared to PIC
populated on the "I" or 'T' action lines in the Service and
Equipment section of the Service Order.
Note:
LSR PIC = None; S.O. PIC = None
LPICfield on Resale or Centrex form compared to LPIC
populated on the "I" or "T" action lines in the Service and
Equipment section of the Service Order.
Note:
LSR LPIC = None; S.O. LPIC = 9199
LSR LPIC = DFL T; S.LPIC = 5123
Validate that all telephone numbers in the TNS fields in the
Service Details section on the Resale or Centrex form
requiring inward activity are addressed on the Service Order.
When the FJ\ = N , T, V
Validate line and feature USOCs provided in the FEJ\ TURE
field on the Resale or Centrex form are addressed with "
and/or T' action lines on the Service Order.
Note: Comparison will be based on the USOCs associated
with line and feature activity listed in the PO-20 USCG List
posted on Qwest's public website, on the web page
c9ntaining the current riD
www.qwestcom/whoiesale/results). Qwest may add USOCs
tothe ~st, delete grand-fathered/ discontinued or obsolete
USOCs, or update USOCs assigned to listed descriptions by
providing notice in the monthly Summary of Notes and
updating the list
" --
Qwest Idaho SGJ\ T Third Revision, Seventh J\mended Exhibit B November 30, 2004 Page 30
PO-20 (Expanded) - Manual Service Order Accuracy (continued)
LSR-Service Order Fields Evaluated
Phase 1 - (Effective with LSRs received beginning May 2004)
Mechanized comparison of the fields from the Service Order to the LSR:
LSR Field
Form Code LSR Field Name Remarks/Service Order Field:
ECCKT Exchange Applies to LSRs with ACT = C (only when NC code has not
Company Circuit changed, M, or T.
ECCKT field on the LS form compared to the CLS field in the
Service and Equipment section of the Service Order.
LS/CFA Connecting CFA field on the LS or LSNP forms compared to the CFA
LSNP Facility field used in CKL 1 of the Service Order. (Verbal acceptance
Assignment of CFA changes will be FOC'd and PIA'd, which will account
for the mismatch and eliminate it as an error in the PO-
calculation.
LTY Listing Type L TY = 1 (Listed - appears in DA and the directory.) Validate
that there is a LN in the List section of the Service Order.
L TY = 2 (Non Listed - appears only in DA.) Validate that
there is non listing instructions in the LN field in the List
section of the Service Order.
Central/Western Region: Validate that the left handed field
is NLST and (NON-LIST) is contained in the NLST data field
in the List section of the Service order.
Eastern Region: Validate that the left handed field is NL
and (NON LIST) is contained in the NL data field in the List
Ii)section of the Service Order.
L TY = 3 (Non Pub - does not appear in the directory ands:::
+:i telephone number does not appear in DA.) Validate that
!!!
there is non published instructions in the LN field in the List... ...J.2 s:::section of the Service Order.
III "iij Central/Western Regions: Validate that the left handed~:E
+:i "jij field is NP and (NON-PUB) is contained in the NP data field
!!! (J in the List section of the Service Order....J 0 Eastern Region: Validate that the left handed field is NP
0 0 and (NP LODA) or (NP NODA) is contained in the NP data
-....
(J ;:..field in the List section of the Service Order.Q)
!:::
s:::TOA Type of Account Validate TOA entries (only reviewed when BRO field on DL
I "tJ form is not populated):
...J .s TOA valid entries are B or RPc ~Validate that there is a semi colon (;) within the LN in the
"jij
;:.
List section of the Service Order.
TOA valid entries are R or BP
Validate that there is a comma (,) within the LN in the List
section of the Service Order.
Exception: When LSR-TOS = 3, TOA review is Not
Applicable. Handled by Complex Listing Group. Requires
separate Service Order.
DML Direct Mail List DML field = 0 on DL form; Service Order LN contains
(OCLS).
NOSL No Solicitation Arizona Only
Indicator NOSL field = Y on DL form; Service Order LN contains
(NSOL) (OCLS).
Owest Idaho SGA T Third Revision, Seventh Amended Exhibit B November 30, 2004 Page 31
PO-20 (Expanded) - Manual Service Order Accuracy (continued)
LSR-Service Order Fields Evaluated
Phase 1 - (Effective with LSRs received beginning May 2004)
Mechanized comparison of the fields from the Service Order to the LSR:
LSR Field
Form Code LSR Field Name Remarks/Service Order Field:
TMKT Telemarketing Colorado Only
TMKT field = 0 on DL form; Service Order LN contains
(OATD).
When both the DML and the TMKT fields are populated , DML
validation applies.
LNLN and Listed Name LNLN and LNFN fields on DL form compared to the LN field
LNFN in the List section of the Service Order.
ADI Address Indicator ADI = 0 on DL form; Service Order LA contains (OAD).
LAPR Listed Address LAPR field of the Listing form compared to LA in the List
Number Prefix section of the Service Order.
LANO Listed Address LANO field of the Listing form compared to LA in the List
Number section of the Service Order.
LASF Listed Address LASF field of the Listing form compared to LA in the List
Number Suffix section of the Service Order.
LASD Listed Address LASD field of the Listing form compared to LA in the List
Street Directional section of the Service Order.
LASN Listed Address LASN field of the Listing form compared to LA in the List
Street Name section of the Service Order.
LATH Listed Address LATH field of the Listing form compared to LA in the List
Street Type section of the Service Order.
LASS Listed Address LASS field of the Listing form compared to LA in the List
Street Directional section of the Service Order.
Suffix
LALOC Listed Address LALOC field of the Listing form compared to LA in the List
Locality section of the Service Order.
Phase 2 - No later than Sep 04 results
LSR-Service Order Fields Evaluated
Mechanized comparison of the fields from the Service Order to the LSR:
LSR Field
Form Code LSR Field Name Remarks/Service Order Field:
LSR DSPTCH Dispatch Limited to Unbundled Loops where ACT = Z or V only.
If DSPTCH field on the LSR form = Y, validate dispatch
USOC in the Service and Equipment section of the Service
Order.
LTC Line Treatment Applies only to Centrex 21
Code LTC field numeric value on the Centrex form compared to the
data following the CAT field for the Line USOC on the
Centrex Service Order.
COS Class of Service Applies only to Centrex 21.
- Qwest Specific COS field of the Centrex form compared to the CS field in the
10 section of the Service Order.
Qwest Idaho SGA T Third Revision, Seventh Amended Exhibit B November 30, 2004 Page 32
PO-20 (Expanded) - Manual Service Order Accuracy (continued)
Phase 2 - No later than Sep 04 results
LSR-Service Order Fields Evaluated
Mechanized comparison of the fields from the Service Order to the LSR:
LSR Field
Form Code LSR Field Name Remarks/Service Order Field:
Resale FEATURE Feature Details As specified in Appendix A of the 14 State Working PID.
DETAILS Comparison would be based on the fields associated with the
Centrex USOC list referenced under Feature Activity in Phase 1
above.
Phase 3 - Targeted for 1st Quarter 05
LSR-Service Order Fields Evaluated
Mechanized comparison of the fields from the Service Order to the LSR:
LSR Field
Form Code LSR Field Name Remarks/Service Order Field:
Resale BLOCK Blocking Type For each LNUM provided in the Service Detail section of the
(Stage 1)Resale or Centrex form when BA = E:
Centrex Note: The BLOCK field may have one or more alpha and/or
numeric values per LNUM. This review will only validate
based on BA/BLOCK fields and will not address blocking
information provided in the "Remark" section on the LSR or
the Feature Detail section of the LSR. The values listed
below will be considered as follows:
If BLOCK contains A, validate FID TBE A is present on the
service order floated behind line USOC associated with the
TNS for that LNUM.
If BLOCK contains B, validate FID TBE B is present on the
service order floated behind line USOC associated with the
TNS for that LNUM.
If BLOCK contains C, validate FID TBE C is present on the
service order floated behind line USOC associated with the
TNS for that LNUM.
If BLOCK contains H, validate FID BLKD is present on the
I service order floated behind
line USOC associated with the
TNS for that LNUM.
Qwest Idaho SGA T Third Revision, Seventh Amended Exhibit B November 30, 2004 Page 33
PO-20 (Expanded) - Manual Service Order Accuracy (continued)
Phase 4 - Date TBD
LSR-Service Order Fields Evaluated
Mechanized comparison of the fields from the Service Order to the LSR:
LSR Field
Form Code LSR Field Name Remarks/Service Order Field:
DFDT Desired Frame Applicable only to orders for Resale and UNE-P (POTS and
Due Time Centrex 21 )
DFDT field on the LSR form compared to the FDT field in the
Extended ID section of the Service Order.
LSR DDD Desired Due DDD field from the last FOC'd LSR compared to the original
Date or last subsequent due date in the Extended ID section on
the Service Order when no CFLAG/PIA is present on the
FOC. (Le. Evaluation includes recognition of valid differences
between DDD and Service Order based on population of the
CFLAG/PIA field on the LSRC (FOC))
LTN Listed Telephone For Resale and UNE-P (POTS and Centrex 21):I/)Number L TN field on the Listing form compared to the Main Account
...
s::Number of the Service Order.
I/)
::J s::
~E 0:'For Unbundled Loop: L TN field on the Listing form compared... "C r::-OQ)to the TN floated after the LN in the Listing section of theu...-Q) Service Order.
... ~
Rift
Jj ~LNPL Letter Name LNPL field on the Listing form = L, validate that LN on the....I -Placement Service Order follows letter placement versus word
placement.
Resale FEATURE Feature Details If CLECs propose additional FIDs for review, awest will
DETAILS undertake a feasibility evaluation.
Centrex
BLOCK Blocking Type If CLECs identify value in additional Blocking review, awest
(Stage 2)will undertake development. (Requirements to be developed)
awest Idaho SGA T Third Revision, Seventh Amended Exhibit B November 30, 2004 Page 34
Ordering and Provisioning
OP-2 - Calls Answered within Twenty Seconds - Interconnect Provisioning Center
Purpose:
Evaluates the timeliness of CLEC access to Qwest's interconnection provisioning center(s) and retail
customer access to the Business Office, 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 ACD (Automatic
Call Distributor).
Answer is defined as when the call is first picked up by the Qwest agent.
Reporting Period: One month Unit of Measure: Percent
Reporting Comparisons: CLEC aggregate and Disaggregation Reporting: Region-wide level.
Qwest Retail results
Formula:
((Total Calls Answered by Center within 20 seconds) + (Total Calls received by Center)) x 100
Exclusions: Time spent in the VRU Voice Response Unit is not counted.
Product Reporting: Not applicable Standard: Parity
Availability:Notes:
Available
Qwest Idaho SGA T Third Revision, Seventh Amended Exhibit B November 30, 2004 Page 35
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 C orders
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 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; 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 SGA T Third Revision , Seventh Amended Exhibit B November 30, 2004 Page 36
OP - 3 Installation Commitments Met (continued)
Product Reporting:Standards:
MSA-Tvpe 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 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 Splitting 95%
Loop Splitting NOTE 1 Diagnostic
Line Sharing 95%
Sub-Loop Unbundling CO: 90%
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
Qwest 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 - DS11evei Parity with retail DS1 Private Line
UDIT - Above DS11evei Parity with retail Private Lines above DS11evei
Dark Fiber - IOF Diagnostic
Unbundled Loops:
Analog Loop 90%
Non-loaded Loop (2-wire)90%
Non-loaded Loop (4-wire)Parity with retail DS1 Private Line
OS 1-capable Loop Parity with retail DS1 Private Line
xDSL-capable Loop 90%
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
Qwest Idaho SGAT Third Revision , Seventh Amended Exhibit B November 30 2004 Page 37
OP - 3 Installation Commitments Met (continued)
Enhanced Extended Loops (EELs) - (DSO WA: 90%
level)All Other States: Diagnostic
Enhanced Extended Loops (EELs) - (DS1 90%
level)
Enhanced Extended Loops (EELs) - (DS3 WA: 90%
level)All Other States: Diagnostic
Availability:Notes:
Available Reporting will begin at the time GLEGs order the product, in any quantity; for
three consecutive months.
Qwest Idaho SGA T Third Revision, Seventh Amended Exhibit B November 30, 2004 Page 38
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 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
Owest-initiated due date, if any, followin~ the Applicable Due Date, from the subsequent
customer-initiated due date, if anv. 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 reportinCl 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 missinCl data essential to the calculation of the measurement per the PID.
Owest Idaho SGA T Third Revision, Seventh Amended Exhibit B November 30, 2004 Page 39
OP-4 - Installation Interval (continued)
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-designed provisioning)Parity with retail service
Primary ISDN (non-designed Parity with retail service
provisioninq
Basic ISDN non-designed provisionina)Parity with retail service
Qwest DSL non-desiqned provisioninq)Parity with retail service
Unbundled Network Element - Platform Parity with like retail service
(UNE-P) (POTS)
Unbundled Network Element - Platform Parity with retail Centrex 21
(UNE-P) (Centrex 21 )
Unbundled Network Element - Platform Parity with retail Centrex
(UNE-P) (Centrex)
Line Splittinq 3 days
Loop Splitting NOTE 3 Diagnostic
Line Sharinq 3 days
Sub-Loop Unbundling CO: 6 days
All Other States: Diagnostic
Zone-Tyee Disaooreoation -
Resale
Primary ISDN (desiqned provisioninq)Parity with retail service
Basic ISDN designed provisionina)Parity with retail service
DSO (desiqned provisioninq)Parity with retail service
DS1 Parity with retail service
PBX Trunks (desiqned provisioninq)Parity with retail service
Qwest DSL designed provisionina)Paritv with retail service
DS3 and higher bit-rate services Parity with retail service
(aqgreqate)
Frame Relay Parity with retail service
LIS Trunks Parity with Feature Group D (aggregate)
Unbundled Dedicated Interoffice Transport (UDIT)
UDIT - DS11evei Parity with DS1 Private Line Service
UDIT - Above DS1 level Parity with Private Lines above DS11evei
Dark Fiber - IOF Diaqnostic
Unbundled Loops:
Analoq Loop 6 days
Non-loaded Loop (2-wire)6 days
Non-loaded Loop (4-wire)Parity with retail 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
xDSL-capable Loop 6 days
ISDN-capable Loop Paritv 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)(aqqregate)
Qwest Idaho SGA T Third Revision, Seventh Amended Exhibit B November 30, 2004 Page 40
OP-4 - Installation Interval (continued)
Dark Fiber - Loop Diaqnostic
Loops with Conditioning 15 days
E911/911 Trunks . Parity with retail E911/911 Trunks
Enhanced Extended Loops (EELs) - (DSO Diagnostic
level)
Enhanced Extended Loops (EELs) - (DS1 6 days
level)
Enhanced Extended Loops (EELs) - (DS3 Diagnostic
level)
Availability:Notes:
Available For OP-4C , Saturday is counted as a business day for all orders for
Resale Residence, Resale Business, and UNE-P (POTS), as well
as for the retail analogues specified above as standards. For all
other products under OP-4C and for all products under OP-
, -
, 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.
Reporting will begin at the time CLECs order the product, in any
quantity, for three consecutive months.
Qwest Idaho SGA T Third Revision, Seventh Amended Exhibit B November 30, 2004 Page 41
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 GLEG/customer-initiated trouble reports during
the provisioning process and within 30 calendar days following installation completion, and focusing on the
quality of Qwest'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 activit . aTE 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 Qualit orted to Re air
Measures the percentage of inward line service orders that are free of repair trouble reports NOTE 2
within 30 calendar days of installation completion, subject to exclusions below.
Repair trouble reports are defined as GLEG/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 GLEGs/customers once
the service order is completed in Qwest's systems.
OP-5B: New Service Provisionin Qualit
Measures the percentage of inward line service orders that are free of provisioning trouble reports
during the provisioning process and within 30 calendar days of installation completion, subject to
exclusions shown below.
Provisioning trouble reports are defined as GLEG notifications to Qwest 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 Qualit Total
Measures the percentage of inward line service orders that are free of repair or provisioning trouble
reports during the provisioning process and within 30 calendar days of installation completion, subject
to exclusion shown below.
OP-5R: New Service Qualit Multi le Re ort Rate
Evaluates the quality of Qwest's responses to repair and provisioning trouble reports for inward line
service orders completed in the reporting period. This measurement reports, for those service orders
that were not free of repair or provisioning trouble reports in OP-5A or OP-, 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 Qwest for the same
service order during the provisioning process or within 30 calendar days following installation
completion.
Qwest Idaho SGA T Third Revision, Seventh Amended Exhibit 8 November 30, 2004 Page 42
OP- 5 - New Service Qualit continued
Additional repair or provisioning trouble reports are defined as all such reports that are received
following the first report (whether the first report is represented by a call center ticket or a repair
ticket) relating to the same service order during the provisioning process or within 30 calendar days
following installation completion. In all cases, the trouble reports counted are those that are defined
for OP-5A and OP-5B above. NOTE
Reporting Period: One month, reported in arrears (Le., results first appear
in reports one month later than results for measurements that are not
re orted in arrears , in order to cover the 30-da eriod followin installation.
Reporting Comparisons: CLEC aggregate Disaggregation Reporting: Statewide level
individual CLEC and Qwest Retail resultsFormulas:
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-Qwest reasons as follows:
For products measured from MT AS data, repair trouble reports coded to disposition codes for:
Customer Action; Non-Telco Plant; Trouble Beyond the Network Interface; and Miscellaneous-
Non-Dispatch, non-Qwest (includes CPE , Customer Instruction , Carrier, Alternate Provider); and
Reports from other than the 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-Qwest.
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-Qwest causes.
Call center tickets relating to activities that occur as part of the normal process of conversion (i.e., while
Qwest is actively and properly engaged in process of converting or installing the service). Provisioning
trouble reports involving service orders that, at the time of the calls, have fallen out for manual handling
and been disassociated from the related service order, as applicable, will be considered as not in the
. normal process of conversion and will not be excluded.
licable to OP-OP-OP-5T and OP-5R:
Repair or provisioning trouble reports related to service orders captured as misses under measurements
OP-13 (Coordinated Cuts Timeliness) or OP-17 (LNP Timeliness).
Subsequent repair or provisioning trouble reports of any trouble on the installed service before the
original repair or provisioning trouble report is closed.
Service orders closed in the reporting period with App Dates earlier than eight months prior to the
be inn in of the re ortin eriod.
Qwest Idaho SGA T Third Revision, Seventh Amended Exhibit B November 30 , 2004 Page 43
OP- 5 - New Service Qualit continued
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 reportin cate 0
Owest Idaho SGA T Third Revision, Seventh Amended Exhibit B November 30, 2004 Page 44
OP- 5 - New Service Quality (continued)
Product Reporting:Standards:
Reported under OP-5A. OP-5B. OP-5T and OP-5R:
(Product cateQories may be combined as aQreed upon by the parties in LonQ-Term PID Administration.
OP-OP-OP-5T &
OP-
Resale
Residential single line Parity with retail service 96.Diagnostic
service
Business single line Parity with retail service 96.Diagnostic
service
Centrex Parity with retail service 96.DiaQnostic
Centrex 21 Parity with retail service 96.Diagnostic
PBX Trunks Parity with retail service 96.DiaQnostic
Basic ISDN Parity with retail service 96.Diagnostic
Owest DSL Parity with retail service 96.DiaQnostic
Primary ISDN Parity with retail service 96.Diagnostic
DSO Parity with retail service 96.DiaQnostic
DS1 Parity with retail service 96.Diagnostic
DS3 and higher bit-Parity with retail service 96.Diagnostic
rate services
(aggregate)
Frame Relay Parity with retail service DiaQnostic Diagnostic
Unbundled Network Parity with like retail 96.Diagnostic
Element - Platform service
(UNE-P) (POTS)
Unbundled Network Parity with retail Centrex 96.Diagnostic
Element - Platform
(UNE-P) (Centrex 21 )
Unbundled Network Parity with retail Centrex 96.Diagnostic
Element - Platform
(UNE-P) (Centrex)
Line Splitting Parity with retail Owest 96.Diagnostic
DSL
Loop Splitting ,"UII::O Diagnostic Diagnostic Diagnostic
Line Sharing Parity with retail RES &96.Diagnostic
BUS POTS
Sub-Loop Unbundling Diagnostic Diagnostic Diagnostic
Unbundled Loops:
. Analog Loop Parity with retail Res &96.Diagnostic
Bus POTS with dispatch
Non-loaded Loop (2-Parity with retail ISDN 96.Diagnostic
wire)BRI
Non-loaded Loop (4-Parity with retail OS 1 96.Diagnostic
wire)
OS 1-capable Loop Parity with retail DS1 96.Diagnostic
xDSL-capable Loop Parity with retail Owest 96.Diagnostic
DSL
ISDN-capable Loop Parity with retail ISDN 96.Diagnostic
BRI
ADSL-qualified Loop Parity with retail Owest 96.Diagnostic
DSL with dispatch
Loop types of DS3 and Parity with retail DS3 96.Diagnostic
higher bit-rates and higher bit-rate
(aggregate)services (aggregate)
Dark Fiber - Loop DiaQnostic Diagnostic Diagnostic
Owest Idaho SGA T Third Revision, Seventh Amended Exhibit B November 30, 2004 Page 45
OP- 5 - New Service Quality (continued)
Enhanced Extended Loops Diagnostic until volume 96.Diagnostic
(EELs) - (DSO level)criteria are met
Enhanced Extended Loops Parity with retail DS1 96.Diagnostic
(EELs) - (DS1 level)Private Line
Enhanced Extended Loops Diagnostic until volume 96.Diagnostic
(EELs) - (above DS1 criteria are met
level)
Recorted under OP-5A and under OP-5R (cer OP-5A scecifications):
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 DS11evel)
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 (Le., 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.
Owest'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 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-5A.
OP-5R will be counted on a per ticket basis.
Reporting will begin at the time CLECs order the product, in any quantity, for three
consecutive months.
Owest Idaho SGA T Third Revision, Seventh Amended Exhibit B November 30, 2004 Page 46
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 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 = L((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 = L((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)
Qwest Idaho SGA T Third Revision, Seventh Amended Exhibit B November 30, 2004 Page 47
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 Reportina: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 provisioninq)Parity with retail service
PBX Trunks (non-desiqned provisioninq)Parity with retail service
Primary ISDN (non-desiQned provisioning)Parity with retail service
Basic ISDN (non-desiqned provisioninq)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 Splittinq Parity with retail Owest DSL
Loop SplittinQ NUIt:~Diagnostic
Line Sharing Parity with retail Owest DSL
Sub-Loop Unbundlinq Diagnostic
Zone-tvDe Disaaareaation
Resale
Primary ISDN (desiqned provisioninq)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 (desiqned provisioninq)Parity with retail service
Owest DSL (designed provisioning)Parity with retail service
DS3 and higher bit-rate services Parity with retail service
(agqreqate)
Frame Relav 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- Service
UDIT - Above DS1 level 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
DS 1-capable Loop Parity with retail DS1 Private Line
xDSL-capable Loop Parity with retail Owest DSL, with dispatch
ISDN-capable Loop Parity with retail ISDN BRI
ADSL-qualified Loop Parity with retail Owest DSL, with dispatch
Owest Idaho SGA T Third Revision , Seventh Amended Exhibit B November 30, 2004 Page 48
op. 6 - Dela ed Da s continued
Loop types of DS3 and higher bit-rates
a gregate
Dark Fiber - Loo
E911/911 Trunks
. Enhanced Extended Loops (EELs) - (DSO
level
. Enhanced Extended Loops (EELs) - (DS1
level
. Enhanced Extended Loops (EELs) - (DS3
level
Availability:
Available
Parity with retail DS3 and higher bit-rate Private
Line services a re ate
Dia nostic
Parity with retail E911/911 Trunks
Diagnostic
OP-6A: Parity with retail DS1 Private Line
OP-6B: Diagnostic
Diagnostic
Notes:
1. 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-, and
for all products under OP-6A-
, -
6A-
, -
6A-4
, -
6A-
, -
6B-
, -
6B-
, -
6B-4, and -6B-, Saturday is counted as a business day when the
service order is due or completed on Saturday.2. 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.3. Reporting will begin at the time CLECs order the product, in any
uantit ,for three consecutive months.
Qwest Idaho SGA T Third Revision , Seventh Amended Exhibit B November 30 , 2004 Page 49
OP-- 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 Qwest 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 Qwest'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 Qwest's switch/frames to the
CLEC's equipment, via unbundled loops, that will serve the customers.
Lift" time is defined as when Qwest disconnects the existing loop.
Completion time" is defined as when Qwest 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 GLEe-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
Qwest Idaho SGA T Third Revision, Seventh Amended Exhibit B November 30, 2004 Page 50
OP-8 - Number Portability Timeliness
Purpose:
Evaluates the timeliness of cutovers of local number portability (LNP).
Description:
OP-8B - LNP Timeliness with Loop Coordination (percent1: 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 Owest-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 O-digit
unconditional trigger" or Line Side Attribute (LSA) that is set or translated by Owest.
. "
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
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
Disaggregation Reporting: Statewide level.
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 PON (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 riD.
Invalid starUstop dates/times or invalid frame due or scheduled date/times.
Product Reporting: None Standard:95%
Availability:Notes:
Available
Owest Idaho SGA T Third Revision, Seventh Amended Exhibit B November 30, 2004 Page 51
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 FOG), 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 Hours25+ 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: PercentReporting Comparisons: eLEe 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 GLEe Approval
Owest Idaho SGA T Third Revision, Seventh Amended Exhibit B November 30, 2004 Page 52
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 starUstop dates/times or invalid scheduled date/times.
Proiects involvinq 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: Diaqnostic
Notes:
Available
Qwest Idaho SGA T Third Revision, Seventh Amended Exhibit B November 30, 2004 Page 53
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
pendinq 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 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 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
Disaggregation Reporting:
Statewide
Reporting Comparisons:
CLEC aggregate, individual CLEC, Owest retail
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 riD.
Owest Idaho SGA T Third Revision, Seventh Amended Exhibit B November 30 , 2004 Page 54
OP-15 -Interval for Pending Orders Delayed Past Due Date (continued)
Product Reporting:Standards: OP-15B = diagnostic only
For OP-15A:
Resale
Residential sinqle line service Diagnostic Expectation: Parity with retail service
Business single line service Diaqnostic Expectation: Parity with retail service
Centrex Diagnostic Expectation: Parity with retail service
Centex 21 Diaqnostic Expectation: Parity with retail service
PBX Trunk Diaqnostic Expectation: Parity with retail service)
Basic ISDN Diagnostic Expectation: Parity with retail service
Qwest DSL Diagnostic 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)
(aqgregate)
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 Qwest
DSL)
Loop Splitting NO I t:: ;j Diagnostic
Line Sharing Diagnostic (Expectation: Parity with retail Qwest
DSL)
Sub-Loop Unbundlinq Diagnostic
LIS Trunks Diagnostic (Expectation: Parity with Feature Group D
(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 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)Diaqnostic Expectation: Parity with retail DS1
DS 1-capable Loop Diagnostic Expectation: Parity with retail DS1
ISDN-capable Loop Diaqnostic 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
(aggregate)hiqher bit-rate services (aqqreqate)
Dark Fiber - Loop Diagnostic
E911/911 Trunks Diagnostic (Expectation: Parity with retail E911/911
Trunks)
Enhanced Extended Loops (EELs)Diagnostic
Qwest Idaho SGA T Third Revision , Seventh Amended Exhibit B November 30, 2004 Page 55
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.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 thedescription. (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.3. Reporting will begin at the time CLECs order the product, in any quantity, for
three consecutive months.
Qwest Idaho SGA T Third Revision, Seventh Amended Exhibit B November 30 , 2004 Page 56
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 porting occurs without implementing 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 Qwest.
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 Qwest 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 1 O-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 GLEG 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 Revision, Seventh Amended Exhibit B November 30, 2004 Page 57
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 reeeipt 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 riD.
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-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
Qwest Idaho SGA T Third Revision, Seventh Amended Exhibit B November 30, 2004 Page 58
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 SGA T Third Revision, Seventh Amended Exhibit B November 30, 2004 Page 59
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.e., 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 GLEC to date
and time trouble is cleared.
Reporting Period: One month 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 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 SGA T Third Revision, Seventh Amended Exhibit B November 30, 2004 Page 60
MR-3 - Out of Service Cleared within 24 Hours (Continued)
Product Reporting:Standards:
MSA-TvDe 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 Splittinq Parity with retail Qwest DSL
Loop Splitting NU I c 1 Diagnostic
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-tvDe 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 retailISDN-BRI
xDSL-capable Loop Parity with retail Qwest IDSL
ISDN-capable Loop Parity with ISDN-BRI
ADSL-qualified Loop Parity with retail Qwest DSL
Availability:Notes:
Available Reporting will begin at the time CLECs order
the product, in any quantity, for three
consecutive months.
Qwest Idaho SGA T Third Revision, Seventh Amended Exhibit B November 30, 2004 Page 61
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 (Le., 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 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-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
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 missin~ data essential to the calculation of the measurement per the PID.
Owest Idaho SGA T Third Revision, Seventh Amended Exhibit B November 30, 2004 Page 62