FairPoint NAISP Operations Guidelines

Transcription

1 FairPint NAISP Operatins Guidelines Whlesale Services & Operatins June P a g e

2 Cntents RESPONSIBILITIES... 3 OVERVIEW... 4 PRODUCTS... 4 CONTACTS... 4 DSL PREQUAL PROCESS/TIMELINES... 5 ORDER PROCESS/TIMELINES... 5 PROVISIONING PROCESS/TIMELINES... 6 CPE MODELS AND CONFIGURATION... 6 IP ASSIGNMENT... 7 SUPPORT PROCESS... 7 BILLING PROCEDURES... 7 RESOURCES..7 2 P a g e

3 Respnsibilities Belw are the respnsible parties in relatinship t the abve sectins: Overview - Prduct Prduct - Prduct Cntacts - Prduct DSL Prequal Prcess/Timelines Whlesale Center Order Prcess/Timelines - Whlesale Center Prvisining Prcess/Timelines- Operatins CPE mdels and cnfiguratin CPE mdels - Prduct CPE cnfiguratin - Operatins IP assignment - Whlesale Center Supprt Prcess - Whlesale Center / Operatins Billing Prcedures - Whlesale Center Resurces Whlesale Center Overview FairPint Cmmunicatins is the ILEC in New Hampshire, Vermnt and Maine in the frmer perating territry f Verizn New England. The NAISP (nn-affiliate Internet Service Prvider) grup prvides Bulk DSL and T1/T3 arrangements t whlesale ISP custmers that are nt CLEC s. These guidelines belw utline hw FairPint prvides service t NAISP custmers. 3 P a g e

4 Prducts Business Drylp Dynamic Business Standalne HSI - 768K/128K Business Standalne HSI - Up t 1.5M/384K Business Standalne HSI - Up t 3M/768K Business Standalne HSI - Up t 7M/768K Business Standalne HSI - Up t 15M/3M Business Standalne HSI - Up t 30M/3M Static Business Standalne HSI Static - Up t 1.5M/384K Business Standalne HSI Static - Up t 3M/768K Business Standalne HSI Static - Up t 7M/768K Business Standalne HSI Static - Up t 15M/3M Business Standalne HSI Static - Up t 30M/3M T1 T3 Cntacts/Escalatins Cntact Area Persn / Center Name Cntact Number Ordering / Billing Whlesale Service Center (WSC) Custmer Service Rep , Optin 3 Prvisining / Maintenance / Truble Administratin Truble Ticket Reprting Bradband Services Center (BSC) DSL: T1/T3: , OPTION 1 Escalatins: Ordering / Prvisining / Billing Whlesale Service Center (WSC) Custmer Service Rep Select Link fr list Escalatins: Maintenance / Truble Administratin Bradband Services Center (BSC) Select Link fr list Whlesale Service Manager Karen Fleming Accunt Executive Bill Seneca, Directr P a g e

5 Frms available at: DSL Prequal Prcess/Timelines Prequal all addresses by sending an t: NAISP will return the DSL lp prequalificatin results within 24 hurs Order Prcess/Timelines All rders placed n FairPint Bulk DSL Request frm and rdered thrugh NAISP@FairPint.cm. Order acknwledged and cnfirmed within 2 business days. All rders placed n FairPint T1/T3 Request frm and rdered thrugh NAISP@FairPint.cm. Order acknwledged in 24 hurs and cnfirmed within 3 business days. 5 P a g e

6 Prvisining Prcess/Timelines-Includes Test and Acceptance Criteria FairPint defined milestne events and interval fr each in their prvisining prcess (EX: time t receive IPs if applicable, days t receive FOC, etc.) Order Acknwledgement 24 hurs Order Reject 48 hurs DSL, 72 hurs T1/T3 Order Cnfirmatin 48 hurs DSL, 72 hurs T1/T3 Scheduled install date Standard interval is five (5) business days fr DSL. Actual Install Date Intervals where facilities are available are listed belw Circuit Acceptance Request/ Test and Turn-up Readiness FairPint tests and turns up the circuit n the scheduled due date Circuit Activatin FairPint activates the circuit n the scheduled due date The FairPint Technician may but is nt required t verify that the IPs are wrking befre they leave the site DSL Service 1-5 Circuits 5+ Circuits Negtiated Facilities nt currently available T1 Service 1-9 Circuits 5 days if facilities are currently available (includes check fr availability f facilities) Negtiated 10+ Circuits Negtiated Facilities nt currently available T3 Service 1-4 Circuits 9 days if facilities are currently available (includes check fr availability f facilities) Negtiated 5+ Circuits Negtiated Facilities nt currently available 12 days if facilities are currently available (includes check fr availability f facilities) Negtiated Changes and Discnnects fllw this same standard rder prcess. CPE mdel If NAISP prvider purchases mdems frm FairPint, the current primary make and mdels in use are as fllws: Cmtrend AR-5381U Cmtrend AR-5220U Cmtrend CT P a g e

7 Please nte that FairPint reserves the right t mdify r change the manufacturer r mdels f mdem prvided. IP Assignment FairPint prvided IP s are available per cntract nly. Supprt Prcess Truble Ticket Prcess with FairPint DSL: T1/T3: , OPTION 1 FairPint Incident Ticket Types: OUTAGES AND IMPAIRMENTS FairPint differentiates tw types f faults: Outage and Impairment based n questins related t usability and severity: Outage: Outage is described as any issue in which the service FairPint prvides becmes unusable t the end user custmer Impairment: Impairment is defined as a service-impacting degradatin f NAISP custmer service affecting standard quality f service. Bulk DSL is ffered nly at best effrt and n SLA is applicable REASON FOR OUTAGE (RFO) REQUESTS Request thrugh Accunt Manager PLANNED MAINTENANCE FairPint will attempt t ntify NAISP custmers fr planned netwrk maintenance, hwever is nt required Billing Prcedures BILLING CYCLES AND DELIVERY: mnthly/paper. METHODS OF PAYMENT: Check/electrnic Billing Claims: Billing claims and supprting dcumentatin can be sent via t: naispbilling@fairpint.cm Resurces 7 P a g e