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), 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 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

All expedite requests will be reviewed and granted, based upon resource and facility availability. The Qwest Wholesale Center Representative will coordinate with you and Qwest internal organizations to determine if the requested expedited date can be met. An expedite charge applies per ASR, for every day that the due date interval is improved, based on the standard interval in the SIG or ICB criteria as described above and is calculated based on the language in the intrastate tariffs. If your expedite request is denied, denial reason(s) will be provided. In some cases, an alternate date may be offered as an option to the date you originally requested.

It is not necessary for you to call into Qwest to have the expedite request approved. To expedite a service request on an ASR populate the EXP field and put the desired expedited due date in the DDD field on the ASR. Once Qwest reviews the ASR, if the due date requested is shorter than the standard interval and if Qwest has determined that it can meet the requested date, then Qwest will process the request and return a FOC acknowledging the expedited due date and 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, Qwest will return a FOC with the new due date and continue to process the ASR. 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 equal to or greater than standard interval as defined in Qwest's SIG or ICB, cancelling the expedite.

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

If an expedited request is desired after initial ASR submission, you may either call directly into Qwest at 877-340-9627 or send a supplemental ASR.

If the expedited due date 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 a FOC, 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 Interexchange Access Customer Not Ready (CNR) Business Procedure, and you wish to expedite the newly requested due date, supplement the order with the new Desired Due Date (DDD) and populate the EXP field. Qwest will review your expedited request for resource availability. You can expect to receive a Firm Order Confirmation (FOC) response usually within four business hours notifying you if the expedited due date can be met. In some cases, Qwest may contact you to offer an alternate date if one is available. Expedite charges apply and are based on the number of days the CNR standard interval is improved.

Local Number Portability

(LNP) on Wireless Services LNP Wireless Local Service Request (LSR) expedite information can be found in the Expedites Requiring Approval section of Local Expedites and Escalations Overview.

Escalations - Provisioning

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 escalation, call the assigned Qwest Wholesale Center Representative responsible for processing your orders, 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 Service 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 at any time during the repair process through either an electronic interface provided by Qwest or by calling the Qwest Wholesale Repair Center.  Escalations begin with the tester or screener and passes to the duty Supervisor, Manager, Director, and Vice President levels within Qwest. For additional information regarding repair escalations, refer to Wholesale Customer Service Repair Escalation List for Residence, Small Business, Large Business and Wholesale. 

You may initiate escalation of your trouble report through our electronic interface Customer Electronic Maintenance and Repair (CEMR) or by calling the Qwest Wholesale Repair Center. Refer to the individual Wireless PCATs under Maintenance and Repair.

Escalations - Electronic Escalation Process

Additional information about an Electronic 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.

Contacts

Qwest contact information is located in Wholesale Customer Contacts.

Provisioning Expedites and Escalations Contact List:

Access Service Requests (ASRs):

Center	Contacts	Fax
Delayed Orders	800 244-1271	515-286-6160
Provisioning	800 244-1271	515-286-6160

Local Service Requests (LSRs):

For LNP Wireless Local Service Request (LSR)'s contact information can be found under the Contact section of Local Expedites and Escalations Overview.

Frequently Asked Questions

This section is currently being compiled based on your feedback.

Last Update: May 17, 2007