Voice Over IP / Internal Presentation

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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
Q w e s t W h o l e s a l e M
a r k e t s
Service Management Expectations
The Qwest CLEC Forum May 13-14, 2002
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.
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Circle of Support
Q w e s t W h o l e s a l e M a r k e t s
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Dedicated Service Team
Q w e s t W h o l e s a l e M a r k e t s
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Service Management Support
Qwests Service Team is a source of support for
all provisioning, maintenance, and repair issues
within Qwest.
Q w e s t W h o l e s a l e M a r k e t s
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Service Management Support
Your Service Management Team is responsible for
understanding the service delivery process and
has access to contacts within other departments
who are responsible for the actual ordering and
delivery of the products.
Q w e s t W h o l e s a l e M a r k e t s
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Service Management Support

• They can assist you with questions regarding
• Signed Interconnection Agreements
• Products
• Systems
• Project Coordination

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

• They can assist you with order
• Acceptance
• Delayed or Cancelled Status
• Testing
• Expedites
• Escalations

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

• Escalations Requests for status or intervention
  around a missed date.
• Plant Test Date (PTD)
• Due Date (DD)
• Ready for Service (RFS)

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

• They can assist you with repair and maintenance
  issues
• Major outages
• Escalations
• Post Mortems
• Testing and Performance Reporting

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

• They will coordinate regularly scheduled Qwest /
  CLEC meetings to address
• Specific issues
• General problems and concerns
• Service performance
• Action items are tracked and meeting notes issued.

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

• Account Team/Sales Executives Service
  Management http//www.qwest.com/wholesale/clecs/ac
  countmanagers.html
• Expedites and Escalations http//www.qwest.com/who
  lesale/clecs/exescover.html
• Maintenance and Repair http//www.qwest.com/wholes
  ale/clecs/maintenance.html
• Provisioning and Installation http//www.qwest.com
  /wholesale/clecs/provisioning.html
• Customer Contact Information http//www.qwest.com
  /wholesale/ccdb

Q w e s t W h o l e s a l e M a r k e t s
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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
Q w e s t W h o l e s a l e M
a r k e t s
Project Management
The Qwest CLEC Forum May 13-14, 2002
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.
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Wholesale Project Management Organization
Q w e s t W h o l e s a l e M a r k e t s
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Wholesale Project Management Organization
Provides professional project / program
management for large complex initiatives.
Q w e s t W h o l e s a l e M a r k e t s
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Wholesale Project Management Organization

• Project A temporary, organized effort that
  creates/provision a unique product, service,
  process, or plan with a specific beginning and
  ending date.
• Program Dependent on the completion of multiple
  projects and or dependent task (any task needing
  action for the success of a project or program).

Q w e s t W h o l e s a l e M a r k e t s
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Wholesale Project Management Organization

• Project Criteria
• New OC Systems (fiber equipment)
• Additional Nodes
• System Upgrades
• OCN carding cabling
• New application/first deployment

Q w e s t W h o l e s a l e M a r k e t s
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Wholesale Project Management Organization

• Project Criteria (contd)
• New LIS Market Launches
• Additional Switch
• In existing market
• New circuits
• Qty is 75 at DS1 level
• Multiple locations
• Due within one month
• Same city

Q w e s t W h o l e s a l e M a r k e t s
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Wholesale Project Management Organization

• Project Criteria (contd)
• Rehomes (Optimization, Hubbing, Grooms)
• Qty is 50 at DS1 Level
• Hot cuts / After Hours
• Rolls
• Qty 5 at Muxed DS3 Level and ACTL change
• Hot cuts / After Hours

Q w e s t W h o l e s a l e M a r k e t s
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Wholesale Project Management Organization

• Deliverables
• Project Plans
• Work Breakdown Structure
• Timeline
• Communication Plan
• Project Escalation and Expedites
• Project Closure lessons learned

Q w e s t W h o l e s a l e M a r k e t s
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Wholesale Project Management Organization
Interface With Project Management Excluding
Collocation
Q w e s t W h o l e s a l e M a r k e t s