Interexchange Access and Wireless Service Provider (WSP) Jeopardy Notification Overview - V5.0
Description
A jeopardy, caused by either you or CenturyLink™, endangers completing provisioning and/or installation processes and impacts meeting the scheduled due date of your service request. Examples of jeopardy conditions are Customer Not Ready or No Facilities Available. When your service request is in jeopardy, CenturyLink notifies you via the ASOG Clarification/Notification Request (C/NR) form, telephone call and/or a FOC. Depending on the jeopardy condition and when the jeopardy situation is identified, determines whether the C/NR form is submitted or a telephone call is made. The purpose of the jeopardy notification process is to identify jeopardy conditions to you that impact meeting the scheduled due date of your service requests. The sequence of sending a jeopardy notification and/or a FOC may change depending on when the facility condition is identified.
If a jeopardy condition is identified prior to a FOC, the initial facility jeopardy notification is provided via the C/NR form as an "informational" notification (Clarification/Notification Type (CNT) = D). Unless otherwise specified below, subsequent jeopardy conditions identified after a FOC may be identified via the C/NR form or via a phone call.
CenturyLink provides a C/NR form associated with jeopardy conditions that are outlined in the Access Service Request (ASR) Jeopardy Data document. If a jeopardy condition is identified prior to a FOC, the jeopardy information is contained in the remarks of the informational notification. If a jeopardy condition is identified after a FOC and it is one of the jeopardy scenarios that is outlined in the Access Service (ASR) Jeopardy Data document, CenturyLink provides a C/NR form (CNT = B) to advise you of the jeopardy condition.
Jeopardy Resolution Responsibilities
If the service request in jeopardy requires action from CenturyLink to resolve, you are notified of the resolution of the jeopardy condition either via the C/NR form, FOC or via telephone call. The table below describes the action that will occur from CenturyLink for those conditions where a C/NR form is submitted where CenturyLink is responsible for resolving the jeopardy condition. Subsequent due dates for service requests in jeopardy for customer reasons will be established using current processes. If the service request in jeopardy requires a supplemental service request, no further processing will occur until the supplement is received. In some customer jeopardy situations, CenturyLink will initiate the resolution process by requesting a supplemental service request from you. General Customer Not Ready (CNR) activities are described in the Interexchange Access and Wireless Service Provider Customer Not Ready (CNR) PCAT.
Jeopardy Notice Timeline
| If a ASR goes into a jeopardy condition and it is detected: | And: | Then the following occurs: |
| Prior to the FOC | The RFS Date is not known | CenturyLink provides status to the ASR customer via the C/NR form. Within 72 hours of the initial notification advising that the order is delayed for facilities, CenturyLink sends an FOC or a subsequent C/NR to provide more specific details of the jeopardy condition. CenturyLink will send an FOC when the RFS Date is known. |
| Prior to the FOC | The RFS Date is known | CenturyLink sends the FOC to advise you of the due date that CenturyLink can meet. |
| Post FOC | Once the CenturyLink Wholesale Service Delivery center is advised of the condition (if the RFS Date is not known) | CenturyLink provides a C/NR form to advise you of the status on the delayed order. Once the RFS Date is known, subsequent C/NR form is submitted advising you of the new due date. |
| Post FOC | Once the CenturyLink Wholesale Service Delivery center is advised of the condition (if the RFS Date is known) | CenturyLink submits a C/NR form to provide status on the delayed order and advises you of the DD CenturyLink can meet. |
Contacts
CenturyLink contact information is located in Wholesale Customer Contacts.
Frequently Asked Questions (FAQs)
This section is being compiled based on your feedback.
Last Update: August 8, 2011