Q w e s t W h o l e s a l e M a r k e t sQ w e s t W h o l e s a l e M a r k e t s

Repair Charges

The Qwest CLEC Mini ForumConference Call Series

Tuesday, April 30Wednesday, May 1

Thursday, May 2

The information provided on every slide in the following presentation is for training purposes only. The information provided does not create or modify any legal

obligations, promises or expectations between Qwest and CLEC customer. The parties’ relationship is governed by existing legal obligations and contracts.

22Q w e s t W h o l e s a l e M a r k e t s

Define Trouble Isolation Charge, Optional Testing, Maintenance of Service Charge and Dispatch charges and the applicable products

Communicate pricing triggers for each scenario Define Demarcation Identify what customers can do to minimize charges Identify how customers can populate CEMR to minimize charges How is the Billing of these charges displayed on the CLEC Bill? Miscellaneous Questions and Answers Summary & Feedback

Topics

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Q w e s t W h o l e s a l e M a r k e t s

Definition of TIC, Optional Testing, Maintenance of Service Charge, Dispatch and applicable products

ApplicableCharge

Scenario Impacted Products

TroubleIsolationCharge (TIC)

CLEC contacts Qwest to report trouble. CLEC authorizesDispatch (either through CEMR or with the repairattendant). If, after dispatching a Field Technician, Qwestdetermines that the trouble is not in the Qwest network, aTIC will be applied. TIC does not apply if the trouble isfound in the Qwest Network.

POTS or CENTREX(UNE-P or Resale)

OptionalTesting

CLEC contacts Qwest to report trouble and has notperformed trouble testing on the end-user’s circuit. Qwestwill offer to perform testing on your behalf. If you declinethis option, Qwest will not have enough information towarrant the issuance of a valid repair ticket. If you acceptthis option, Qwest will perform tests and contact you withthe results. An Optional Testing Charge will be appliedregardless of where the trouble is found.

Unbundled LocalLoop, UDIT, EEL,LMC

Maintenanceof Service

CLEC contacts Qwest to report trouble. CLEC hasperformed trouble isolation testing and provides testresults to Qwest, where applicable. If trouble is found inQwest’s network, no charges will apply. If no trouble isfound in the Qwest network the MSC would be applied.MSC is applicable per technician for the period of timeworked. (Technician can refer to a Central Office Tech,and/or Field Technician)

All UNEs

Dispatch CLEC contacts Qwest to report trouble. CLEC hasperformed trouble isolation testing and provides testresults to Qwest, where applicable. If trouble is found inQwest’s network, no charges will apply. If one or moretechnicians are dispatched and no trouble is found inQwest’s network, a dispatch charge (in addition to theMaintenance of Service Charge) will be applied.

All UNEs

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Pricing Triggers for each Scenario

Location of Trouble? Dispatch? What Charges Apply?Qwest Network N/A – The CLEC will not

be charged regardless ofwhether a dispatch occursor not.

None – trouble was in the Qwest networkand Qwest is responsible for the repairwithin their own network.

Outside of QwestNetwork

No None

Outside of QwestNetwork

Yes A Trouble Isolation Charge (TIC)

POTS (Resale or UNE-P)

All UNE’s Location of Trouble? Dispatch? What Charges Apply?

Qwest Network N/A – The CLEC will notbe charged regardless ofwhether a dispatch occursor not.

None – trouble was in the Qwest networkand Qwest is responsible for the repairwithin their own network.

Outside of QwestNetwork

No A Maintenance of Service Charge

Outside of QwestNetwork

Yes A Maintenance of Service Charge and aDispatch Charge

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Pricing Triggers for each Scenario

Test ResultProvided bythe CLEC?

Does CLECauthorize Qwest totest on their behalf?

Location of Trouble? Dispatch? What Charges Apply?

Yes N/A Qwest Network N/A – The CLEC willnot be chargedregardless of whether adispatch occurs or not.

None – trouble was in theQwest network and Qwest isresponsible for the repairwithin their own network.

Yes N/A Outside of QwestNetwork

Yes A Maintenance of ServiceCharge and a DispatchCharge

Yes N/A Outside of QwestNetwork

No A Maintenance of ServiceCharge

No Yes Qwest Network Yes An optional testing charge,per request to test by theCLEC

No Yes Outside of QwestNetwork

Yes An optional testing charge,per request to test by theCLEC. If, after Qwestrelays the test results to theCLEC, the CLEC stillrequests Qwest to attempt toresolve the trouble, aMaintenance of ServiceCharge and a DispatchCharge may apply.

No Yes Outside of QwestNetwork

No An optional testing charge,per request to test by theCLEC. If, after Qwestrelays the test results to theCLEC, the CLEC stillrequests Qwest to attempt toresolve the trouble, aMaintenance of ServiceCharge may apply.

No No – At this point aticket would not beissued due to the lackof valid testinginformation from theCLEC

N/A N/A N/A

Unbundled Local Loop, UDIT, EEL and LMC

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Demarcation Points

Product Location of Possible Demarcation Points Possible Types of DemarcationUNE-P or Resale POTS End-user’s Premises Network Interface Device (NID)Unbundled Local Loop – Analog Qwest Wire Center & End-user’s Premises ICDF (conventional DF); NIDUnbundled Local Loop – DS1 Capable Qwest Wire Center & End-user’s Premises DSX-1; RJ48 jackUnbundled Local Loop – DS3 Capable Qwest Wire Center & End-user’s Premises DSX-3Unbundled Local Loop – Ocn Capable Qwest Wire Center & End-user’s Premises FDPUDIT Qwest Wire Center & Qwest Wire Center DSX-1; DSX-3; FDPEEL & LMC Qwest Wire Center & End-user’s Premises ICDF; DSX-1; DSX-3; NIDShared Products (Line Sharing, etc.) Qwest Wire Center & End-user’s Premises ICDF (conventional DF); NID

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When submitting a trouble report, the results & analysis of your fact-finding, testing & trouble isolation efforts will determine the information you provide. The following information is required when a trouble report is submitted:

Telephone Number or Qwest circuit ID of service in trouble

Address of service, including suite, room #, floor, apt or unit number

Detailed fault condition & trouble description including test results (required for design services Unbundled Loop Products or authorization for optional testing if test results are not available)

Reporting contact name & telephone number. In order to expedite the closure of the trouble ticket we ask for a local or toll free number

Local contact name & number for premises access (if required)

Hours of access to the end-user premises (if required)

Authorization to test and to dispatch

Identification of life threatening situation

Identification of chronic service problem (if applicable)

What can Customers do to Minimize Charges?

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Understand the service parameters of the circuit or telephone number in question.

Perform all appropriate trouble isolation tests prior to opening a repair ticket with Qwest.

Confirm that the “end user” has power both to their CPE equipment & to any line conditioning equipment that may be located at their premises.

Provide accurate local contact name, contact number, and access hours to avoid charges due to resulting No Access situations.

Insure that Qwest will have access to the circuit to test and trouble shoot if and when a dispatch is required or requested.

Since duration contributes to the overall maintenance charges, insure quick access to phone closets, inside terminals, DMARC and to the local contact persons.

If the CLEC does not want Qwest to perform trouble isolation up to and including the DMARC upon opening the initial ticket, request a Call Before Dispatch and do not

authorize dispatch. This will cause the Repair Service Attendant to mark the ticket as “DISP Auth N” and to include CB4 Disp remarks on the ticket. (Remember that not authorizing a dispatch may delay the timely trouble isolation and restoral of service.)

What can Customers do to Minimize Charges?

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What can Customers do to Minimize Charges?

Trouble reports can be reported directly to the Account Maintenance Support Center (AMSC) or the Repair Call Handling Center (RCHC). Trouble reports can also be generated electronically via the Customer Electronic Maintenance & Repair System (CEMR).

Additional information regarding Maintenance & Repair is available at the following Qwest website:

http://www.qwest.com/wholesale/clecs/maintenance.html

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Note:• Design Services Tickets generated in CEMR automatically authorize a dispatch and intrusive testing and acceptance of Maintenance Service Charges if applicable.

Example of CEMR Screen Populated Correctly for Design Services

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Non-Design Trouble Tickets • Selection of ‘TIC may apply’ indicates acceptance of Trouble Isolation Charges• Selection of ‘Did not quote TIC’ indicates refusal of Trouble Isolation Charges

Example of CEMR Screen Populated for POTS (Non-Design)

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Non-Design Trouble Tickets• The Narrative indicates TIC has not been authorized. • Select ‘Customer requesting line test only (LTO)’. Qwest will perform a line test only and will not dispatch without contacting the customer first.

Example of CEMR Screen Populated for POTS (Non-Design)

LTO

TIC=NO

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How is the Billing Displayed for These Charges?

Charges are found in the Service Additions and Changes section of the bill.

Validation can be made through CEMR

*Normal business hours are Monday through Friday, 8:00 a.m. to 5:00 p.m. and are considered basic time. Hours before 8:00 a.m. and after 5:00 p.m., Monday through Friday, andall day Saturday, are considered overtime. Sundays and Holidays are premium time.

Bill Phrase – Central Region (AZ, CO, ID,MT, NM, UT, WY)

Bill Phrase – Eastern Region (IA, MN, NE,ND, SD)

Bill Phrase – Western Region (ID-SPOKANE,OR, WA)

Trouble Isolation Charge Maintenance Of Service Charge One-time Charge For Trouble Isolation Charge For Repair Visit On (Date)Maintenance Of Service * 1. Maintenance Of Service First Half Hour

On (Date) Basic Time, Per Technician Ea½ HR Or Fraction Thereof

Maintenance Of Service Additional HalfHour(s) On (Date) Maintenance OfService Basic Time-Each Additional

2. Maintenance Of Service First Half HourOn (Date) Overtime, Per Technician Ea½ HR Or Fraction Thereof

Maintenance Of Service Additional HalfHour(s) (Overtime) On (Date)Maintenance Of Service Overtime-EachAdditional

3. Maintenance Of Service First Half HourOn (Date) Premium Time, PerTechnician Ea ½ HR Or Fraction Thereof

Maintenance Of Service Additional HalfHour(s) (Premium) On (Date)Maintenance Of Service Premium Time-Each Additional

1. Basic Time Chg Mntnce of Svc Basic Time Ea Addl Mntnce Svc2. Overtime Chg Mntnce Of Svc Overtime Ea Addl Mntnce Svc C3. Premium Time Chg Mntnce Of Svc Premium Time Ea Addl Mntnce Svc

1. Charge For Maintenance Of ServiceBasic Time Initial Increment

Charge For Maintenance Of ServiceBasic Time Additional Increments

2. Charge For Maintenance Of ServiceOvertime Initial Increments

Charge For Maintenance Of ServiceOvertime Additional Increments

3. Charge For Maintenance Of ServicePremium Time Initial Increments

Charge For Maintenance Of ServicePremium Time Additional Increments

Optional Testing * 1. Optional Testing – Basic;2. Optional Testing – Overtime;3. Optional Testing - Premium

1. One-time Charge For Optional Testing –Basic

2. One-time Charge For Optional Testing –Overtime

3. One-time Charge For Optional Testing –Premium

1. Optional Testing – Basic – CLECRequested

2. Optional Testing – Overtime – CLECRequested

3. Optional Testing – Premium – CLECRequested

Dispatch Maintenance Dispatch, No Trouble Found Maintenance Dispatch, NTF One-Time Charge For Installation

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The customer should not be charged if they did not authorize a TIC charge or a dispatch.

If the CLEC wants a Line Test Only (LTO), the Repair Service Attendant (RSA) will advise them that Qwest will perform the LTO and a technician will not be dispatched. The screener will provide the LTO test results to the customer. If test results indicate that a dispatch is required to isolate the trouble, the screener will ask the CLEC if they want a dispatch on the ticket and also request approval for TIC charges.

On a trouble ticket generated for non-design circuits, the Shared Screening Module Retest (SSMRTST) system performs automated testing, and identifies if a field issue exists. Work items identified with known or suspected outside plant facility problems are routed to WFA/DO in a pending dispatch status until loaded to a technician.

When the CLEC has selected “Call before dispatch” the technician is failing to read the remarks section of the ticket that specifically states “CALL B4 DISPATCH”. The technician should not go to the customer premises without verbal commitment from the CLEC that they will accept TIC charges if the trouble is found on the customer side of the DMARC. If the CLEC still refuses TIC charges, the screener should give the test results to the CLEC and the technician would not go on the dispatch. If the technician does go out to the customer premises in error, and finds trouble on the customer side of the DMARC and codes the trouble ticket with a 12xx disposition code, the CLEC would be billed in error.

Question & Answer - Why Would CLECs Get Charged When They Do Not Request a POTS Dispatch From Qwest?

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A customer, CLEC or otherwise, does not have to specifically request a dispatch to enable charges for non-Qwest found trouble. They simply have to "authorize" a dispatch either when they open the original ticket or at some point during the life of the ticket. After that if a dispatch occurs and either there is no trouble found or the trouble is out of the Qwest network then charges apply.

A customer can indeed request a dispatch but to do so they must first "authorize" the dispatch so the Qwest employee can appropriately mark the ticket as "Disp Auth Y".

Authorizing a dispatch enables Qwest to perform complete trouble isolation up to and including the D-Marc. It is usually in the best interest of the customer to authorize a dispatch up front since this will generally expedite the isolation process by allowing an immediate dispatch out when needed.

Customers should never be charged a Maintenance of Service Charge on a repair ticket unless the trouble is isolated out of the Qwest network. If this does happen it should be infrequent and would most likely be due to employee error. Based on past center compliance reviews this has not been an issue.

The expectation is that the CLEC will perform proper and thorough trouble isolation prior to opening a ticket with Qwest, Therefore, Qwest operates from the perspective that we are pursuing a Qwest trouble until proven otherwise.

Question & Answer - Why Would CLECs Get Charged When They Do Not Request a Design Dispatch From Qwest?

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Contact your Service Manager who will work with the Network Repair and billing Center to investigate the charges. CLECs should provide the following information to the Service Manager:

Qwest Ticket Number

Circuit ID or Telephone Number

Question & Answer -

What if the Test Determines that it is a Qwest problem and the CLEC is Charged?

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A customer, CLEC or otherwise, does not have to specifically request a dispatch to enable charges for non-Qwest found trouble.

They simply have to "authorize" a dispatch either when they open theTrouble Isolation Code (TIC), Maintenance of Service (MOS) and the Dispatch can be independently authorized by the CLEC.

As Qwest discusses trouble situations with CLECs before resolving, the CLEC has on-line contact with the Repair Service Attendant In this conversation, the CLEC is advised that in order to complete trouble correction, the application of these charges may be necessary.

If the CLEC does not authorize this dispatch, Qwest may not be able to correct the trouble.

As Qwest will only bill the CLEC if trouble is found on the CLEC side of the network, CLECs who have trouble isolated appropriately, can comfortably authorize this Dispatch to occur .

Question & Answer - Why Would CLECs be billed for TIC, MOS and Dispatch when it is not in their Contract?

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The Optional Testing item can also be independently authorized by the CLEC.

CLECs have requirements to appropriately isolate the trouble before reporting the trouble to Qwest. A complete and accurate trouble ticket includes enough information from that trouble isolation process to identify that the trouble is in the Qwest network.

In the event that the CLEC chooses not to properly isolate the trouble, they can authorize Qwest to perform that function at their request.

CLECs authorize this function by entering the appropriate information on their trouble ticket, or by verbally authorizing Qwest to conduct this testing on their behalf.

Upon completion of that testing, the CLEC will then be allowed to determine whether to further pursue resolution through Qwest (because the test shows that the trouble is on the Qwest side of the network) or to close the ticket and resolve the trouble themselves (because the test shows that the trouble is on the CLEC side of the network).

Question & Answer - Why Would CLECs be billed for Optional Testing when it is not in their Contract?

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Seeking Feedback on this Session What was helpful? How could this presentation been more productive?

Things to cover in May Session What would be helpful

Feedback

2020Q w e s t W h o l e s a l e M a r k e t s

Provided Definition of Scenarios outlined Pricing triggers for each scenario outlined Discussed what customers can do to minimize charges Discussed how customers can populate CEMR to minimize

charges Discussed the billing display Discussed miscellaneous questions and process Feedback on this Session Things to cover in May Session

Summary