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Open Product/Process CR PC100516-1 Detail

 
Title: Customer Not Ready Process for ASR Requests Requiring a Build
CR Number Current Status
Date 		Area Impacted Products Impacted
PC100516-1 CLEC Test
12/2/2016 		Provisioning Resale - MOE, PLT
Originator: Lyke, Cindy
Originator Company Name: CenturyLink
Owner: Bratetic, Pat
Director:
CR PM: Lorence, Susan

Description Of Change

CenturyLink is experiencing delays in being able to deliver service to the CLEC when a build is required on an ASR. When the delay is related to a customer situation (i.e., backboard, conduit, etc., is required), CenturyLink is implementing the following timelines for a required response from the customer. Implementing these procedures allows time for the customer to determine feasibility for the construction required, and to communicate back to CenturyLink the commitment to move forward, and/or the date that their construction will be completed. If the customer does not respond within the following timelines, the order will be cancelled:

• Scheduling and completing the Site Survey within 30 calendar days of CenturyLink contacting the end user for the initial site visit.

• Once the Site Survey is completed, within 60 calendar days, if the customer doesn’t accept requirements and commit to move forward with the build, the ASR will be cancelled. If the customer does accept requirements, but can’t meet the due date that was FOC’d, customer must SUPP the desired due date on the order to the date the customer construction will be complete.

• If the customer is not ready to install the service on the committed DD, the customer will have 90 calendar days to SUPP the desired due date on the order to the date the customer construction will be complete or the order will be cancelled.

If the customer doesn’t respond positively with the information needed to move forward within the designated timelines, the ASR will be cancelled and the customer can resubmit the ASR when those timelines are known. The new request should carry the Customer Desired Due Date of when the construction will be completed.

Status History

Date Action Description
10/5/2016 CR Submitted CR Submitted. 
10/7/2016 CR Acknowledged CR Acknowledged. 
10/19/2016 Discussed at Monthly CMP Meeting Discussed in the October Prod/Proc CMP Meeting - See Attachment D in the Distribution Package. 
10/19/2016 Status Changed Status changed to Presented. 
10/21/2016 Communicator Issued See notification number PROS.PROV.10.21.16.F.15030.Prov_and_Install_V160. 
10/24/2016 Status Changed Status changed to Development. 
10/25/2016 Communicator Issued See notification number PROS.PROV.10.25.16.F.15067.Prov_Install_V160_UPDATE. 
11/16/2016 Discussed at Monthly CMP Meeting Discussed in the November Product/Process CMP Meeting - See Attachment D in the Distribution Package. 
11/16/2016 Communicator Issued See notification number PROS.PROV.11.16.16.F.15100.Fnl_Prov_and_Install_V160. 
12/2/2016 Status Changed Status changed to CLEC Test. 
12/14/2016 Discussed at Monthly CMP Meeting Discussed in the December Product/Process CMP Meeting - See Attachment D in the Distribution Package. 

Project Meetings

12/14/16 Product/Process CMP Meeting Mark Coyne – CenturyLink said this CR was presented in October and the initial notice was sent October 21, 2016. One customer comment was received. CenturyLink sent the final notification and response to comments on November 16, 2016 with a planned effective date of December 2, 2016. This CR has been in CLEC Test as of that date. Mark said we would like to move this CR to a Completed status.

Kim Isaacs - Electric Lightwave asked to keep this CR open another month since there are not many of these. Kim said she wants to insure the process and information is as CenturyLink identified on a build.

Mark Coyne – CenturyLink said we will keep this open another month.

11/16/16 Product/Process CMP Meeting Mark Coyne – CenturyLink said this was a new CenturyLink CR that was presented last month. During the meeting, there was a question about a tariff filing. Following the monthly call, CenturyLink clarified the verbal response given during the monthly call and the CenturyLink response was also included in the draft meeting minutes. On October 21, 2016, CenturyLink sent the level 4 initial notification. Mark said there was one customer comment. The final notice and CenturyLink response to comments will be sent today with the planned effective date of December 2, 2016. Mark asked if there were any questions. There were none.

10/19/16 Product/Process CMP Meeting Cindy Lyke – CenturyLink presented this new CenturyLink CR. Cindy said CenturyLink is implementing a standard approach for customer response time that will align with other providers in the industry. When a build is required and a delay is related to a customer situation, if the customer does not respond within specified timelines, the order will be cancelled. Cindy recapped the key actions required at the 30, 60, and 90 calendar day intervals as listed in the CR. Cindy said this change will free up resources by creating efficiencies for both CenturyLink and our customers to focus on builds that are site ready. This change is targeted for an effective date of December 1, 2016. Kim Isaacs - Electric Lightwave asked whether tariff and catalogue updates would be required for Special Access, Private Line and MOE products and whether the process would apply to retail and resale.

Cindy Lyke – CenturyLink said that was correct for access services.

NOTE: 10-25-16 UPDATE following the CMP meeting from the SME team that was provided to ELI via email This CR and the new process are related to orders that require a build and are focused on working with our customers to get those orders moving forward with a commitment date from the customer so they don’t sit stagnant for long periods of time. With this new process and CR, there are NOT any tariff changes required. This process is not related to the language that is in the current tariffs as those requests do not follow the standard ordering processes as normally defined in the tariffs.

The SME team shared that they are looking at the overall language that currently resides in Section 5 of the tariffs around DD changes and the cancellation policy; they are working to create consistency across all CenturyLink tariffs. The SME team indicated that they are planning a tariff change that will be communicated in a Reseller notice that is currently planned to go out later this month. They wanted to relay this information so that when the Reseller notice is distributed, there would not be confusion with the changes being proposed with this Level 4 CR. With the planned Tariff change/reseller notice, CenturyLink will be issuing a level 3 “change in process” notice to coincide with the intrastate tariff changes.

Mark Coyne – CenturyLink asked if there were any questions. There were none. He said that CenturyLink will update the documenation and will send a level 4 notification with an effective date of December 1, 2016.

Information Current as of 2/6/2017