CenturyLink Performance Assurance Plan (PAP) V10.0
Note: This procedure is also known as Qwest® Performance Assurance Plan (QPAP).
Description
CenturyLink™'s Performance Assurance Plan (PAP), also referred to as the Performance Assurance Plan (PAP), is a method to assure you and regulatory bodies of CenturyLink's commitments to performance in key areas as determined by the Performance Measurements (PIDs). It was prepared in conjunction with CenturyLink's application for approval under Section 271 of the Telecommunications Act of 1996 (the "Act") to offer in-region long distance service.
CenturyLink is in conformance with parity standards when the service CenturyLink provides to you is at parity to that which we provide to our own retail end-users. Parity standards, based on statistical scoring, compares CenturyLink's performance provided to you with CenturyLink's performance provided to its retail end-users. For performance measurements that do not have CenturyLink retail comparatives, non-statistical benchmark standards are used.
PAP Participation
If you elect to participate in the PAP, you must first modify your Interconnection Agreement to include PAP. Refer to state specific Performance Assurance Plan Amendment and Performance Assurance Plan Questionnaire to determine how this modification can be done. You must also complete the PAP Questionnaire which will include information as to the form of payment preferred (paper check vs. electronic funds transfer). CenturyLink shall be able to offset a cash payment to a CLEC with a bill credit applied against any non-disputed charges that are more than 90 days past due. Your CenturyLink Service Manager will provide you copies of the Amendment(s), which must be completed in triplicate, and will be able to assist you in completing the questionnaire. Once the questionnaire is completed, the processing of the PAP Amendment(s) could take from 30 to 45 days.
Performance reports and PAP calculations by Competitive Local Exchange Carrier (CLEC), by state, will be provided on a monthly basis through a password protected website.
If the service we provide to you and the service we provide to our own retail end-users is not parity or better, or if CenturyLink fails to meet applicable standards, you may be eligible for Tier I payments. Tier I payments are based on individual CLEC results and payment is made directly to the CLEC.
If CenturyLink fails to meet parity and measurement standards on an aggregate (overall) CLEC basis, CenturyLink will make additional Tier 2 payments as determined by the state regulatory commission.
Payment is generally on a per occurrence basis, (i.e., a set dollar payment times the number of non-conforming service elements). For the performance measurements which do not lend themselves to a per occurrence payment, payment is on a per measurement basis, (i.e., a set dollar payment amount). The level of payment may also depend on the number of consecutive months of non-conforming performance, (i.e., an escalating payment the longer the duration of non-conforming performance).
PAP Availability
The PAP is available in Legacy Qwest's 14-state local service territory.
PAP Amendments
CLECs that have Interconnection Agreements currently in effect with CenturyLink participate in the Performance Assurance Plan (PAP) by augmenting their agreements with a CenturyLink PAP Amendment.
State specific Amendment documents are available as downloadable word documents.
Access to Raw Data
One of the provisions of CenturyLink's Performance Assurance Plans is the right for a CLEC to request data files of the CLEC Raw Data for the measurements identified in the PAP. To request Raw Data, contact your CenturyLink Service Manager. The CenturyLink Service Manager will transmit your request to the appropriate CenturyLink department.
Dispute Resolution
There may be occasions when there are issues raised by CenturyLink's PAP reports, payment calculations and related processes that are not resolved in the normal course of business. In this event, all of CenturyLink's PAPs provide for a formal dispute resolution process. The general process is identified and described in detail in each state PAP. Except where its Interconnection Agreement involves a different process, a CLEC has the option to initiate a request for dispute resolution by filling out the CenturyLink Performance Assurance Plan Request For Dispute Resolution form and returning it to PAP.dispute@centurylink.com.
Reports Section
CenturyLink PAP Reports
CenturyLink provides customer specific PAP reports via an Electronic Customer Reporting (ECR) site. Monthly reports are available via this secured site.
Accessing the CenturyLink PAP Reports
To request access to the ECR reports, refer to the CenturyLink Interconnect OSS Electronic Access business procedure. Once the process has been completed, users can access customer specific reports by going to Electronic Customer Reporting (ECR) and logging in with their User ID and Password.
271 Performance Reports
CenturyLink provides customer specific 271 performance reports via an Electronic Customer Reporting (ECR) site. CenturyLink Wholesale Performance Results Reports are provided in support of meeting the terms of Section 271 of the Telecommunications Act of 1996.
To view CenturyLink's 271 Performance Results, click here.
Last Update: September 16, 2011