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TRANSFORMING COMMUNICATIONS THROUGH BROADBAND INNOVATION Provisioning Paperwork Objectives After completing this module, you will be able to • Define standard provisioning and service implementation processes • Identify provisioning milestones and standard intervals • Describe Covad and Dealer/Partner responsibilities • Summarize Covad policies Resource Center • The service provisioning forms and guides are online in the Covad Alliance Center Provisioning Overview Covad’s dedicated service activation team handles all aspects of customer turn-up. This includes: Sales Support Rep Process booking package and (SSR) schedule welcome call Provisioning Screening of initial orders Administrator (PA) Circuit order tracking Provisioning Circuit order installation Coordinator (PC) scheduling and testing End-to-end project management Provisioning Customer application design Engineer (PE) (e.g. Auto-attendants, number portability, etc.) Facility Engineer Application provisioning and (FE) site activation support Covad Partner/Dealer Responsibilities The Covad Partner/Dealer is critical to ensure successful installation: • Submit accurate order information • Identify customer requirements accurately and early • Prepare customer for Design Review Meeting, facilitate data collection, etc. • Create Installation Bill of Materials based on standard, supported configurations • Design and configure CPE • Perform on-site testing • Set up Dashboard and related functionality • Provide End-user training The Big Picture Standard provisioning interval is 60 calendar days • Longer if circuit is identified as long–haul • Primarily due to T1 circuit order and installation interval • Accounts for “live port” and possible cpe delays • Customer orders with extended intervals should be held by Dealer until the 60-day window approaches The Big Picture (con’t) Expedited orders are possible only in rare circumstances • Must be approved by the Regional Sales Director • Increased costs apply for: • Customer’s access circuit (Charges from access vendor) • Fee for early Covad installation • Expedited orders must indicate that customer accepts increased costs • Covad makes every effort to meet the expedited due date. However due to various dependencies, date requests cannot be guaranteed. • All incurred costs will be passed to the customer even in cases where the request cannot be met. The Big Picture (con’t) Installation Dates • Customer Desired Due Date (CDDD) • Based on customer’s request • Indicated on service order • Target Installation Date • Starting point based on standard provisioning interval; updated with specific customer circumstances/requirements • Identified during TLC call • Firm Order Commit (FOC) date for Covad service activation • Negotiated during provisioning process • Circuit and carrier FOCs received from carrier • Live port required - this defines installation date • Covad Provisioning and Dealer resources are available • Covad and Dealer must hold to FOC date The Big Picture (con’t) TLC (or welcome) Call • Collaborative order review attended by SSR, PC, Dealer and customer • Topics covered during the call include: • One-time cohesive and comprehensive collection of issues • Transition of the order from Covad Sales to Covad PC • Communicate provisioning process overview to include timeframes and milestones • Solicit customer’s expectations of desired due dates, etc. Breakdown of the 60-Day Interval Order Received by Sales Support (Day 1-2) • Validates booking package paperwork • Master Customer Service Agreement (MCSA) • Voice Appendix • ISG Installation Services Appendix (only if ISG is engaged in project) • Quote Generator “Official Quote” with customer signature • Quote Generator Excel file • Emails Customer Site Detail Form to Dealer or Technical POC for the Customer Breakdown of the 60-Day Interval Dealer returns CSD to Sales Support (Day 2-5) • Dealer and Covad SE review for completeness • Once approved, Sales Support schedules TLC call and emails Provisioning • Provisioning Coordinator is assigned to the order at least 24 hours prior to TLC call Breakdown of the 60-Day Interval PC and SSR co-host TLC call (ASAP) • Dealer, Customer, PC and SSR attend call • Welcomes Customer, introduces provisioning process, reviews critical customer information, and sets customer expectations • Solicitation of customer’s expectations Breakdown of the 60-Day Interval Order CPE (By Day 7) • Dealer completes CPE Procurement based on a signed PO from customer for all equipment to be installed: • Router • Ethernet Switch • IP or Toshiba telephone sets. Headsets required. • Client Adapters for Toshiba implementations • Firewall/router for optional data service • Accessories, such as overhead paging device, UPS, etc. • Dealer ensures Covad ICB group approves all non-standard equipment and customer network design • Check the Dealer Resource Center for: • Current list of approved equipment • Authorized design guides and router configurations Breakdown of the 60-Day Interval Provisioning paperwork completed by Dealer (ASAP) • Covad PC sends Provisioning Worksheet to Dealer for completion • Once submitted, PC schedules Design Review Meeting Design Review Meeting (DRM) (By Day 18) • Collectively the Customer, Dealer and Covad review high level technical specifications and set expectation on critical dates and milestones. • Covad and Dealer confirm target installations dates • Covad and Dealer assign action items required to fulfill order, due within 5 days after DRM Continued…. Breakdown of the 60-Day Interval DRM (continued) Covad Responsibility: • Schedule and lead Design Review Meeting • Facilitate discussion on the technical specs • Work through the DRM paperwork with the dealer and customer • Review standard provisioning milestones and intervals • Define target dates Continued… Breakdown of the 60-Day Interval DRM (continued) Dealer Responsibility: • Submit completed DRM paperwork between TLC and DRM • Ensure necessary data is available at time of meeting (to avoid multiple follow-up items) • Guide customer through completion of Scope of Work document to Covad PC • Obtain customer signature and sign off to Scope of Work • Verify all milestones, target dates, responsibilities • Submit LNP requirements (See appendices & additional details) Policy Note: • Changes to signed Design Review will be treated as Change Requests • Late completion of DRM may delay the installation date. If unacceptable to customer, expedite fee can be assessed. • Auto-attendant requires a 14-day interval Breakdown of the 60-Day Interval Create Tenant in Applications Server (Day 11) • Covad provisions customer into core application servers • Covad loads new local number range in the tenant • Covad targets timeframe for DIDs to become active • Dealer can now build employees in the Dashboard Receipt of Carrier FOC (Day 20) Covad Responsibility: • Receive carrier FOC date or escalate with carrier • Communicate FOC date to Dealer and customer Breakdown of the 60-Day Interval Number Activation and IP Assignment (Day 20-24) • Covad assigns IP addresses for all CPE and telephony endpoints • IP assignment based on DRM findings Web Portal & Auto Attendant Provisioning (Day 25) • Covad provisions customer’s auto attendant based on design developed by the Dealer. • The Dealer creates Accounts and Services in the Admin Portal • Employees, Hunt groups, Agent Groups, Bridged Line Appearances, forwarding treatments, etc. Breakdown of the 60-Day Interval Circuit Installation, Test, & Demarc Extension (Day 35 - 41) Covad Responsibility: • Coordinate installation of T1 circuit with carrier • Verify T1 circuit tests clean to NIU • Verify T1 demarcation is properly extended to customer’s termination point • Notify Dealer that circuit is installed and ready for router installation and test Breakdown of the 60-Day Interval Set Installation FOC Date (Day 41) The Dealer and Covad: • Set Installation date for the customer based on successful T1 installation. Covad schedules install with Dealer & Customer. • Circuit tested and accepted by Covad • CPE ordered, received, ready for installation • Covad provisioning committed • Dealer field installation resources available • 80% dashboards built • Auto-attendant completed • Customer’s call forwarding confirmed Policy Note: Customer-requested schedule changes after FOC date is set may cause billing to start before service is fully installed. Breakdown of the 60-Day Interval Router Install & End to End Test (Day 50-55) • Dealer installs customer’s router and switch (if applicable) using configuration scripts provided by Covad provisioning • Covad performs IP-layer end-to-end quality tests to verify integrity of link. Breakdown of the 60-Day Interval Covad Dealer Responsibilities Responsibilities •CPE router configuration •Install and configure Ethernet script switches •Providing reference •Implement provided configuration configurations for to bring CPE on line “approved” Ethernet •Install wiring switches. •Install IP phones, client •Activate Client Adapter adapters/phones devices (if required) •Activate IP phones using procedures provided by Covad •Complete installation QA testing •Obtain customer signature on Non- Standard Agreement for variations, or when customer provides their own aggregation network Breakdown of the 60-Day Interval Covad strongly recommends that Dealers implement data services in a separate VPN/ firewall router “behind” the Covad router. • Ensures clean operational demarcation point • Eliminates the possibility of disrupting voice services • If Dealer/customer does not provision data services in separate router: • Router passwords cannot be changed by Dealer w/out Covad concurrence. • Dealer must submit CPE router config changes to Covad for archival. • Dealers must provide Covad with 24x7 escalation list so CPE configuration issues can be escalated back to dealer. • Covad will not create or troubleshoot data network integration router configurations. T&M will be assessed for these activities. Breakdown of the 60-Day Interval QA Verification (Day 55 – 60) • Dealer tests the telephones and service is working. • Dealer provides completed test checklist results to Provisioning. • This is official notification to Covad that install is completed and billing can begin. • QA Verification must be done within 24 hours of installation. Breakdown of the 60-Day Interval End User Training (Day 55 - 60) • End User Training is the Dealer’s responsibility! • Train customer’s end users on: • Dashboard functions • Telephone and voicemail features • Admin Portal functions (to administrators only) • Covad’s Customer Care process Breakdown of the 60-Day Interval Final Steps Covad Responsibility: • Transition customer to Covad Customer Support group • Verify customer is properly built in all OSS system Covad Customer Care Covad Customer Care consists of: • Live phone support (1-800-278-7114) 24x7x365 • Email support (firstname.lastname@example.org) • Trouble ticket handling including documentation of issue, resolution, and confirmation with customer • Backbone network surveillance (24x7x365 ) • Includes core routers, mission-critical application servers and network elements • Technical support for all authorized dealers • Some Dealers prefer to act as customer service and then escalate issues to Covad Customer Care. Customer Care and Technical Support • Certain trouble reports require Covad to escalate back to the Dealer • Covad requires 24x7 escalation contact list for each Dealer • Dealer must create install covad@<dealer.com> alias to receive: • Maintenance notifications • Product bulletins • Other correspondence • Dealer is responsible for field maintenance, when required, such as: • Hardware replacement, • On-site test/de-bug, • Follow-up training, etc. Number Portability Number porting performed after service activation Covad Responsibility: • Schedule the port with the carriers. • Determine and communicates the firm switch date and time. • Prepare the numbers in the tenant administration portal ahead of time, so the transfer of the ported numbers is seamless. • Make any numbering changes in auto attendants as needed. • Monitor the port activity as it happens. Reports any problems to the carriers immediately. • Send e-mail to customer upon successful completion • Document the ported numbers and how they flow in the Covad network. Number Portability (con’t) Number porting considerations: • Number porting process begins at DRM: all information regarding ported number must be available at that time. • Number port orders cannot be expedited. • Scheduled for first available date after service activation occurs. • Do not make changes to the port date once it is established. • Changes cannot be made under any circumstances within 72 hours of the scheduled port date. Number Portability (con’t) Number porting considerations: • Customers should NOT place a disconnect order prior to porting. • The porting of the number triggers a disconnect of service. If the customer places a disconnect in addition to our port order, delays, and service disruption can occur. • After number porting has occurred customers must contact their previous local service provider to cancel billing. • Customers required to provide advance notice to existing service providers should do so in writing, and explain that disconnect will occur when numbers are ported by the new service provider. • The Customer cancels service with former carrier for any numbers not ported and/or no longer in use.