History Log

Introduction

Qwest quickly responds to your escalation or expedite requests offering you clear and complete explanations so you can satisfactorily respond to your end-users.

• Expedites are requests for an improved standard interval that is shorter than the interval defined in our Service Interval Guide (SIG) or your interconnection Agreement (ICA), Individual Case Basis (ICB) or committed to ICB (Ready for Service (RFS) + Interval) date.
• Escalations can be initiated for any issue, at anytime, and at any escalation point. Escalations can also be for requests for status or intervention around a missed date.

The following summarizes the processes used within Qwest for all Wholesale Products and Services to handle expedite and escalation requests.

Expedites

Requesting an expedite follows one of two processes, depending on the product being requested. If the request being expedited is for a product contained in the "Pre-Approved Expedites" section below, your ICA must contain language supporting expedited requests with a "per day" expedite rate. If the request being expedited is for a product that is not on the defined list, then the expedited request follows the process defined in the "Expedites Requiring Approval" section below.

Expedites Requiring Approval

For products not listed in the Pre-Approved Expedite section below, (non-designed products such as POTS, Centrex or Qwest Commercial High Speed Internet (HSI)/Qwest Commercial Broadband Services (QCBS) the following expedite process applies. Expedite charges are not applicable with the Expedites Requiring Approval process.

Following is a list of conditions where an expedite is granted:

• Fire
• Flood
• Medical emergency
• National emergency
• Conditions where your end-user is completely out of service (primary line)
• Disconnect in error by Qwest
• Requested service necessary for your end-user's grand opening event delayed for facilities or equipment reasons with a future RFS date
• Delayed orders with a future RFS date that meet any of the above described conditions
• National Security
• Business Classes of Service unable to dial 911 due to previous order activity
• Business Classes of Service where hunting, call forwarding or voice mail features are not working correctly due to previous order activity where the end-users business is being critically affected

For any of the above conditions, expedited request can be made either prior to, or after, submitting your service request.

To request an expedite on a Local Service Request (LSR) you can either:

• Submit the request with your expedited due date and populate the EXP field. Also include in REMARKS the reason for the expedited request and then call the Qwest Call Center.
• Submit the request with a due date interval from our SIG or your ICA and then call the Qwest Call Center.

In both scenarios, a call to the Qwest Call Center is required on 1-866-434-2555 to process the expedited request.

To request an expedite on service requests issued via an Access Service Request (ASR), you may use either of the options described above for LSRs to submit the ASR. You should then call 1 800-244-1271.

You may be asked to provide verification of the expedited reason or situation for any of the expedite reasons listed above. In some cases, you may be asked for the service order number that caused the expedite condition, such as the service order number that caused the hunting or call forwarding expedite. The type of verification required will depend on the specific circumstances of the expedite and will be determined on an Individual Case Basis (ICB).

Once your expedite request is received, your Wholesale representative will review the request based on the previous list of available expedite scenarios to determine if the request is eligible for an expedite. If approved, the next step is to contact our Network organization to determine resource availability.

Depending on the type of service on the account, the following action is taken once the request is determined to be eligible for an expedited due date:

Non-Designed/No Dispatch Required

For requests that do not require a dispatch, the order is issued with the expedited due date.

Non-Designed/Dispatch Required

For requests that require a dispatch, the Network organization is contacted to determine Technician availability. If appointments are available on the requested due date, your expedite is granted. If no appointments are available, then Qwest will offer an alternative date, if one is available, prior to the requested due date. You can expect to receive a response to your expedited request usually within four business hours.

Designed Services

For Designed Services, the Network organization is contacted to determine resource availability for the Central Office and Outside Technicians as well as for the Testers that work with you to accept the service. You can expect to receive a response usually within four business hours.

Approved Expedited Requests

If the expedited request is approved and the original request contained the expedited due date and the EXP field was populated, Qwest will return a Firm Order Confirmation (FOC) acknowledging the agreed to expedited due date. If the expedited or agreed to due date Qwest can meet is different from what was originally submitted on the ASR or LSR and the EXP field is populated, Qwest will return a FOC with the new due date and continue to process the request. If the expedite is approved and the EXP field is not populated, Qwest will request that you supplement your ASR or LSR with the new DDD and that you populate the EXP field. If the supplement is not received within four business hours, Qwest will continue to process the ASR or LSR as if the expedited request was not received and will FOC back the standard interval or the original due date provided on the ASR or LSR if it was longer than the standard interval.

Denied Expedited Requests

If denied, then we will provide you reasons that the request was denied or we will offer an alternative date that we could install the service. If the request is denied, and you still want to continue to have Qwest provision the service request, Qwest will return a FOC with the standard interval or the original due date provided on the FOC if it was longer than the standard interval.

Pre-Approved Expedites

The Pre-Approved expedite process is available in all states except Washington for the products listed below when your ICA contains language for expedites with an associated per day expedite charge.

Note: Resold Designed products are automatically included based on the terms and conditions outlined in the ICA and individual state tariffs, catalogs or price lists.

For products other than the Resold Design products identified below, if your contract does not contain the appropriate expedite language, you will not be able to expedite the request unless the expedite is due to a Qwest caused reason.

The Expedites Requiring Approval section of this procedure does not apply to any of the products listed below (unless you are ordering services in the state of WA).

An expedite charge applies per ASR or LSR for every day that the due date interval is improved, based on the standard interval in the SIG, ICA, or ICB criteria as described above. It is not necessary for you to call into Qwest to have the expedite approved. To expedite a service request on an ASR or LSR you must populate the EXP field and put the desired expedited due date in the DDD field on the ASR or LSR.

Note: If the ASR/LSR you are submitting requests a same day due date, your request must be received before 12 noon MT.

When Qwest receives an ASR or LSR with the EXP populated and the DDD is less than the standard interval, Qwest will determine if the request is eligible for an expedite without a call from you. If the request meets the criteria for the Pre-Approved Expedite process, Qwest will process the request and return a FOC acknowledging the expedited due date. The appropriate expedite charge will be added to your service order.

If the due date Qwest can meet is different from what was originally requested on the ASR or LSR, Qwest will return a FOC with the new due date and continue to process the ASR or LSR. The appropriate expedite charge will be added to your service order. If the due date on the FOC does not meet your needs, you can supplement the request to a due date that is equal to or greater than standard interval as defined in Qwest SIG, ICA or ICB canceling the expedite.

If the request does not meet the criteria for the Pre-Approved Expedite process, the ASR or LSR will be processed using the standard interval that is defined in the Standard Interval Guide for Resale, UNE and Interconnection Services.

Following is a list of the products, which require expedite language in the ICA and may be expedited that will receive the appropriate Expedite Charge:

• UBL
• UBL DID (Unbundled digital trunk)
• UBL DS1 (Unbundled digital trunk facility)
• UNE-C PL (EEL)
• Qwest Platform Plus™ (QPP)/Qwest Local Services Platform™ (QLSP™) ISDN BRI
• QPP/QLSP PBX Trunks
• UDIT
• LIS
• CCSAC SS7 Trunk or Facility
• Unbundled Dark Fiber

Following is a list of Resold Designed Products, which do not require an amendment, which may be expedited and will receive the appropriate expedite charge:

• Analog PBX DID
• Private Line (DS0, DS1, DS3 or above)
• ISDN PRI T1
• ISDN PRI Trunk
• ISDN BRI Trunk
• Frame Relay Trunk
• DESIGNED TRUNKS (Includes designed PBX trunks) Trunk
• MDS / MDSI (IIS Only)
• DPAs (multiple DPAs or FX, FCO) Trunk
• Port In/Port Within associated with any of the applicable designed products listed above

Note: Any requests that are expedited due to a Qwest caused reason, do not incur an expedite charge. Additionally, if the due date of an expedited request is missed due to Qwest reasons, expedite charges do not apply.

If the order becomes a Delayed Order on the due date, Qwest will cooperatively work with you to obtain the best Ready For Service date (RFS) possible and expedite charges do not apply.

If an order becomes delayed for facilities prior to the due date, once Qwest establishes a new RFS it is communicated to you via the FOC. If you do not accept the due date that is established and request to expedite the RFS, expedite charges may apply. Each expedited delayed order request will be reviewed on an ICB to determine if expedite charges apply. If the expedited due date request results in Qwest incurring additional costs to improve the date that was FOC'd, expedite charges apply. Qwest will advise you if expedite charges apply prior to confirming the expedited request to obtain approval from you, or offer an alternate date that Qwest can meet. The expedite charges will be based on the number of days improved from the original RFS date.

If an order was delayed due to a Customer Not Ready (CNR) condition as described in the Provisioning and Installation Overview; and you wish to expedite the newly requested due date, supplement the request with the new Desired Due Date and populate the EXP field of the LSR/ASR. Qwest will review your expedited request for resource availability and return a FOC acknowledging the due date Qwest can meet. Expedite charges apply and are based on the number of days the CNR standard interval is improved.

Expedites Supporting Non-Qwest caused Restoral Requests

This process includes Restoral Requests on Resale/ QPP/QLSP/Retail to Resale or QPP/QLSP Conversions and Transfer of Service when the service orders have completed. This process applies to Resale/QPP/QLSP POTS, Resale QPP/QLSP Centrex 21 products, including QCBS.

You will follow this documented Expedite process as outlined when you require an expedite to a standard interval in order to restore an end-user due to a Non-Qwest caused out of service condition. An expedite restoral request is a result of your inability to complete a conversion or outside move service request where you were unable to cancel or change the due date on the service order(s) prior to order completion. Restoral requests may involve you alone, a Qwest Retail account and you, or you and a different CLEC on conversion and outside move (T & F) type service order's. Restoral requests will be accepted for both full and partial restorals.

When an expedite restoral request situation occurs, refer to the following when you prepare your service request:

• Issue the Restoral Request LSR as directed per the Decision Charts and order type scenario's.
  • Populate the RPON field with the PON used on the original LSR if available
  • Populate the EXP field
  • Populate Manual IND = Y
  • The REMARKS field can be populated with the specific reason for the request such as:
    • Restoral request Full, Resale to QPP/QLSP conv, restore original service, Or
    • Restoral request, Partial, Resale to QPP/QLSP conv, restore original service, Or
    • Restoral request, Partial, QPP/QLSP to Resale conv, restore original service, Or
    • Restoral request, Full, Resale or QPP/QLSP T&F, restore F location, etc., Or
    • Restoral Request, Restore original full service back to CLEC XXXX, Or
    • Restoral Request, Restore original partial service back to CLEC XXXX, Or
    • Restoral Request, Restore original F Loc service, full/partial back to old CLEC
    • Restoral Request, Disc service, restore original Retail service, full/partial
• Contact the Customer Service Inquiry and Education (CSIE) Center at 866-434-2555
• Open an Escalation ticket.
• Request a Restoral Request for Previous Service.
• Provide LSR ID if appropriate per Decision Chart and order type scenario's.

Benefits

• Expedited intervals for restoral of previous service
• Uniform documented process for restoral requests
• Qwest will negate the one month minimum billing on a disconnect or conversion service order as applicable.

Restrictions

• You must issue appropriate LSRs first (if directed to do so per the Decision Chart below) followed by opening a Call Center escalation ticket. Restoral requests received prior to new LSR issuance will not be accepted, excludes Qwest Retail restorals.
• Standard intervals must be used when submitting LSRs, CSIE will expedite due date appropriately for restoral
• Expedited restoral requests must be requested within 24 hours, extending into the next business day, following the LSR completion date. Restoral requests received after 3 PM will be considered next business day work activity; this includes restoral requests received after 3 PM on Saturday based on the SIG (except for QCBS)."
• Service being restored must be the same type of service with same features, same TN's, etc. as was previously provisioned. Full or partial restorals are acceptable.
• Qwest will reuse facilities when the facilities are available for the restoral.
• All applicable recurring and non-recurring charges will apply, based on order completion and physical work that was completed or needs to be completed to restore service. Retail practices will apply when restoring Qwest Retail accounts.
• When a restoral involves two CLECs, it is up to you and the old CLEC to coordinate and agree upon an expedite, prior to opening up the Call Center Escalation ticket(s).
• Expedite charges may apply based upon individual interconnection agreements or state tariffs.

The following Order Type Scenario's are included in this restoral process:

1. Resale / QPP/QLSP T & F, same CLEC
2. Resale to QPP/QLSP Conversion as is, same CLEC
3. Resale to QPP/QLSP Conversion as specified, same CLEC
4. QPP/QLSP to Resale Conversion as is, same CLEC
5. QPP/QLSP to Resale Conversion as specified, same CLEC
6. Resale / QPP/QLSP Migration to new CLEC with move via single LSR
7. Resale to QPP/QLSP Conversion as is, to a new CLEC
8. Resale to QPP/QLSP Conversion as specified, to a new CLEC
9. QPP/QLSP to Resale Conversion as is, to a new CLEC
10. QPP/QLSP to Resale Conversion as is, to a new CLEC
11. Qwest Retail to Resale / QPP/QLSP Conversion as is
12. Qwest Retail to Resale / QPP/QLSP Conversion as specified
13. Qwest Retail to Resale / QPP/QLSP Conversion with move via single LSR process

Escalations

Escalations are a request for status or intervention around a missed critical date such as:

• Plant Test Date (PTD)
• Due Date (DD)
• Ready For Service (RFS)

Qwest's Service Centers pro-actively escalate any critical dates in jeopardy and will notify you. If, however, you find it necessary to initiate an escalation, call the assigned Qwest Wholesale Center Representative at one of the numbers listed in the Expedites section for assistance. Regardless of how initiated, by you or internally, Qwest escalation roles and responsibilities can be summarized as:

• Qwest Wholesale Center Representatives
  Local Service Request (LSR) or Access Service Request (ASR) escalations related to Rejects/Delayed orders, critical dates and Firm Order Confirmations (FOC).
• Qwest Service Manager
  Involved only after normal processes fail to resolve the escalation to your satisfaction. Evaluates the situation based on commitments managing associated resolution activities.
• Qwest Senior Service Manager/Director
  Involved only when the Service Manager's efforts are unsuccessful. Provides direction to those working the issue, partnering with Center Coaches and Team leaders.
• Qwest Senior Director/Vice President
  Contacted for direction and/or assistance for those working the escalation, providing timely status updates back to the prior level and you directly.

Escalations - Maintenance and Repair

At your discretion, you may initiate an escalation of your trouble report through our electronic interface Customer Electronic Maintenance and Repair (CEMR) or by calling either the Qwest Wholesale Repair Center for Unbundled Network Elements (UNEs) and Complex services or the Repair Call Handling Center (RCHC) for Plain Old Telephone Service (POTS) and Non-Complex services. Refer to our Maintenance and Repair Overview for additional information.

Escalations - Technical Escalation Process

Additional information about the Technical Escalation Process can be obtained from Qwest's Operations Support Systems General Information.

Note: Occasionally, your end-user may find their way to the Qwest Wholesale Center or Qwest Service Manager and our Wholesale Center Representatives will explain that you are our customer and direct them to you for assistance.

Should you have questions, or need additional information related to the expedite or escalation processes defined above, contact your Qwest Service Manager for assistance.

Training

Local Qwest 101 "Doing Business with Qwest"

• This introductory web-based training course is designed to teach the Local CLEC and Local Reseller how to do business with Qwest. It will provide a general overview of products and services, Qwest billing and support systems, processes for submitting service requests, reports, and web resource access information. Click here to learn more about this course and to register.

Contacts

Qwest contact information is located in Wholesale Customer Contacts

Expedites and Escalations

• Local Service Requests (LSRs)

Wholesale Center
Tier	Responsibility	Activity	Contacts
Tier 1	Customer Service Inquiry and Education Center (CSIE)	First point of contact for CLECs	866-434-2555 Monday - Friday 8:00 AM - 6:00 PM Central, Mountain, and Pacific Time Zones Note: Only orders due to complete on a Saturday that require a same day cancellation, due date change or concurrence should call 612-327-0511. All other requests should be made the next business day.
Tier 2	Subject Matter Expert (SME), Team Leaders, Team Coaches	Respond to issues not resolved at Tier 1	800-366-9974 Monday - Friday 8:00 AM - 6:00 PM Central, Mountain, and Pacific Time Zones
Tier 3	Appropriate Qwest Service Manager	Respond to issues not resolved at Tier 2	Service Manager

A call center ticket is opened on every call into the CSIE Center. Upon resolution of the ticket a close code is assigned to the ticket. Upon request the close code is provided to you. Should you disagree with the codes used to close the ticket you will use the escalation process. For a list of the close codes used at the CSIE level see the Call Center Database Ticket Reports section of the Ordering Overview PCAT.

Only orders due to complete this immediate Saturday and require a cancellation or due date change or for concurrence should call 612-327-0511. All other requests should be made the next business day.

• Access Service Requests (ASRs)

Products & Services	Contacts	Fax
All	800-244-1271	800-335-5680

Frequently Asked Questions (FAQs)

This section is currently being compiled based on your feedback.

Last Update: January 25, 2008

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