Wholesale Cutover Communication Plan
Wholesale Cutover Communication Plan




Version Control
Version      Date             Author        Change Description
 1...
Wholesale Cutover Communication Plan




I.        Introduction


     The purpose of the FairPoint Wholesale Cutover Comm...
Wholesale Cutover Communication Plan



    iii. Post-Cutover. Post-Cutover is that time when the new systems are up and
 ...
Wholesale Cutover Communication Plan



  Critical Terms

1. CDG. CDG or Communications Data Group is a Service Bureau tha...
Wholesale Cutover Communication Plan



   orders will be treated as in-flight orders and will be re-keyed into the FairPo...
Wholesale Cutover Communication Plan



15. Systems. The systems used by members of the Wholesale Community and
   FairPoi...
Wholesale Cutover Communication Plan




Release: September 19, 2008                     Page 8 of 83
Last Update: January...
Wholesale Cutover Communication Plan




TABLE OF CONTENTS
1 STAFFING........................................................
Wholesale Cutover Communication Plan



            2.1.3 Post-Cutover.......................................................
Wholesale Cutover Communication Plan



             6.3.1 Pre-Cutover.......................................................
Wholesale Cutover Communication Plan



      9.2 Ticket Submission..........................................................
Wholesale Cutover Communication Plan



      15.2 Appendix B – Company Codes ...............................................
Wholesale Cutover Communication Plan




1     STAFFING

1.1     Wholesale Service Center (WSC) – Ordering

        Summar...
Wholesale Cutover Communication Plan



                          1.1.1.3.      Contingency Staffing Level: FairPoint WSC ...
Wholesale Cutover Communication Plan



    aforementioned Verizon centers into the ROC, the staffing plan for Provisionin...
Wholesale Cutover Communication Plan



2     WHOLESALE CUSTOMER TRAINING
        FairPoint has posted on the Wholesale We...
Wholesale Cutover Communication Plan




                Part 1: January 12 and 14**, 09:00 am to 12:00 pm, 1:00pm to 4:00...
Wholesale Cutover Communication Plan



                Order risk potential rejects when the systems become operational T...
Wholesale Cutover Communication Plan



There are three categories of Pending Order scenarios.

Scenario 1 – Orders confir...
Wholesale Cutover Communication Plan




    Scenario 2 – Orders have a confirmed Due Date past Embargo (after January 23,...
Wholesale Cutover Communication Plan



                    FairPoint can begin daily communication with Wholesale Custome...
Wholesale Cutover Communication Plan




    4.2.1.7 FairPoint has adopted the same servicer order intervals Verizon has p...
Wholesale Cutover Communication Plan



      4.2.3.2 When the systems become operational, the supervisors will direct the...
Wholesale Cutover Communication Plan




 4.3.3   Post-Cutover

      4.3.3.1 As the FairPoint Systems become operational,...
Wholesale Cutover Communication Plan



              4.4.2.1.1 ASR’s: Customers will no longer call the Partner Solutions...
Wholesale Cutover Communication Plan



    4.5.1.1 FairPoint will implement a Pre-Cutover Emergency Provisioning Plan to ...
Wholesale Cutover Communication Plan




      4.5.3.2 FairPoint plans to implement Normal escalation processes for all re...
Wholesale Cutover Communication Plan




        4.7.5     The Change Management Process Guide has been posted to the Whol...
Wholesale Cutover Communication Plan



     5.1.1.5 FairPoint will continue to provide daily notification of customer jeo...
Wholesale Cutover Communication Plan



      coordinate with field and Central Office personnel to ensure the successful ...
Wholesale Cutover Communication Plan



 6.2.3   Post-Cutover

      6.2.3.1 Immediately after the Emergency Orders have b...
Wholesale Cutover Communication Plan




        6.3.2.5 IOF Design and OSP Provisioning will use this information to choo...
Wholesale Cutover Communication Plan



      7.2.1.1 Business as Usual

      7.2.1.2 Extract data from Verizon’s billing...
Wholesale Cutover Communication Plan



            completed and returned to John Allsup at Johna@cdg.ws prior to Septemb...
FairPoint Wholesale Cutover Communication Plan - V7 (C0055299 ...
FairPoint Wholesale Cutover Communication Plan - V7 (C0055299 ...
FairPoint Wholesale Cutover Communication Plan - V7 (C0055299 ...
FairPoint Wholesale Cutover Communication Plan - V7 (C0055299 ...
FairPoint Wholesale Cutover Communication Plan - V7 (C0055299 ...
FairPoint Wholesale Cutover Communication Plan - V7 (C0055299 ...
FairPoint Wholesale Cutover Communication Plan - V7 (C0055299 ...
FairPoint Wholesale Cutover Communication Plan - V7 (C0055299 ...
FairPoint Wholesale Cutover Communication Plan - V7 (C0055299 ...
FairPoint Wholesale Cutover Communication Plan - V7 (C0055299 ...
FairPoint Wholesale Cutover Communication Plan - V7 (C0055299 ...
FairPoint Wholesale Cutover Communication Plan - V7 (C0055299 ...
FairPoint Wholesale Cutover Communication Plan - V7 (C0055299 ...
FairPoint Wholesale Cutover Communication Plan - V7 (C0055299 ...
FairPoint Wholesale Cutover Communication Plan - V7 (C0055299 ...
FairPoint Wholesale Cutover Communication Plan - V7 (C0055299 ...
FairPoint Wholesale Cutover Communication Plan - V7 (C0055299 ...
FairPoint Wholesale Cutover Communication Plan - V7 (C0055299 ...
FairPoint Wholesale Cutover Communication Plan - V7 (C0055299 ...
FairPoint Wholesale Cutover Communication Plan - V7 (C0055299 ...
FairPoint Wholesale Cutover Communication Plan - V7 (C0055299 ...
FairPoint Wholesale Cutover Communication Plan - V7 (C0055299 ...
FairPoint Wholesale Cutover Communication Plan - V7 (C0055299 ...
FairPoint Wholesale Cutover Communication Plan - V7 (C0055299 ...
FairPoint Wholesale Cutover Communication Plan - V7 (C0055299 ...
FairPoint Wholesale Cutover Communication Plan - V7 (C0055299 ...
FairPoint Wholesale Cutover Communication Plan - V7 (C0055299 ...
FairPoint Wholesale Cutover Communication Plan - V7 (C0055299 ...
FairPoint Wholesale Cutover Communication Plan - V7 (C0055299 ...
FairPoint Wholesale Cutover Communication Plan - V7 (C0055299 ...
FairPoint Wholesale Cutover Communication Plan - V7 (C0055299 ...
FairPoint Wholesale Cutover Communication Plan - V7 (C0055299 ...
FairPoint Wholesale Cutover Communication Plan - V7 (C0055299 ...
FairPoint Wholesale Cutover Communication Plan - V7 (C0055299 ...
FairPoint Wholesale Cutover Communication Plan - V7 (C0055299 ...
FairPoint Wholesale Cutover Communication Plan - V7 (C0055299 ...
FairPoint Wholesale Cutover Communication Plan - V7 (C0055299 ...
FairPoint Wholesale Cutover Communication Plan - V7 (C0055299 ...
FairPoint Wholesale Cutover Communication Plan - V7 (C0055299 ...
FairPoint Wholesale Cutover Communication Plan - V7 (C0055299 ...
FairPoint Wholesale Cutover Communication Plan - V7 (C0055299 ...
FairPoint Wholesale Cutover Communication Plan - V7 (C0055299 ...
FairPoint Wholesale Cutover Communication Plan - V7 (C0055299 ...
FairPoint Wholesale Cutover Communication Plan - V7 (C0055299 ...
FairPoint Wholesale Cutover Communication Plan - V7 (C0055299 ...
FairPoint Wholesale Cutover Communication Plan - V7 (C0055299 ...
FairPoint Wholesale Cutover Communication Plan - V7 (C0055299 ...
FairPoint Wholesale Cutover Communication Plan - V7 (C0055299 ...
Upcoming SlideShare
Loading in...5
×

FairPoint Wholesale Cutover Communication Plan - V7 (C0055299 ...

5,485

Published on

Published in: Business, Technology
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total Views
5,485
On Slideshare
0
From Embeds
0
Number of Embeds
1
Actions
Shares
0
Downloads
174
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

Transcript of "FairPoint Wholesale Cutover Communication Plan - V7 (C0055299 ..."

  1. 1. Wholesale Cutover Communication Plan
  2. 2. Wholesale Cutover Communication Plan Version Control Version Date Author Change Description 1.0 Draft 09/19/2008 John Berard Document created 2.0 Draft 09/22/2008 John Berard Revised all Sections based on feedback. Added Drafted Escalation List Added Appendix Section Added Timeline 3.0 Draft 09/25/2008 John Berard Revised all sections based on feedback 4.0 Draft 09/26/2008 John Berard Revised all sections based on Legal & Liberty feedback 5.0 Draft 11/13/2008 John Berard Revised all sections based on feedback 1.0 Final 12/31/2008 John Berard Updated Escalation Lists, revised sections based upon Verizon Feedback. 2.0 Final 1/16/2009 John Berard Updated Escalation Lists. Release: September 19, 2008 Page 2 of 83 Last Update: January 12, 2009
  3. 3. Wholesale Cutover Communication Plan I. Introduction The purpose of the FairPoint Wholesale Cutover Communication Plan (the Plan) is to define and communicate the processes and procedures that FairPoint has developed for interaction between FairPoint and members of the Wholesale Community before, during and immediately following Cutover. Some processes and procedures are still under development and those will be shared with the Wholesale Customers as promptly as possible. The processes and procedures described in this Plan will be utilized during three periods (defined below): Pre-Cutover, Cutover and Post-Cutover. The Plan describes the processes that will be in effect during each of these periods. FairPoint is committed to parity, business continuity, and ongoing communications to ensure as smooth a transition as possible with minimal disruption to our Wholesale Customers and their end-users. Wholesale Customers in Maine, New Hampshire and Vermont are familiar with the current Verizon Systems for ordering, provisioning, installation, testing/turn up, maintenance, repair and other assorted systems. FairPoint will be transitioning from those existing Verizon Systems to our customized solution that will be turned up during Cutover. The Plan will define system processes and transition timelines so the Wholesale Community will know what to expect and can become familiar with all aspects of the coming transition. The Plan will also continue to be updated as additional information becomes available and as dates are finalized. The transition timelines presented in this manual are divided into three phases. Those phases are: i. Pre-Cutover. Pre-Cutover is the period we are in right now. FairPoint is making numerous preparations in anticipation of The Systems transition, including but not limited to system integration, system testing and system documentation. Our Wholesale Customers have been active participants and valued stakeholders in many of these preparations already. Pre- Cutover is scheduled to end on January 30th, 2009 at 11:59 pm and cutover begins at January 31st, 2009 at 12:00 am. ii. Cutover. Cutover is that time when the current systems will be unavailable and the transition to the new systems will be taking place. Cutover is scheduled to begin at 12:00 am January 31st, 2009. The Cutover period is anticipated to last five (5) business days and end on February 6, 2009 at 11:59 pm. At the conclusion of Cutover, the Post-Cutover period will begin. Release: September 19, 2008 Page 3 of 83 Last Update: January 12, 2009
  4. 4. Wholesale Cutover Communication Plan iii. Post-Cutover. Post-Cutover is that time when the new systems are up and operating. It is our intention that Post-Cutover will continue until systems are operating normally and within defined, guidelines. It is not intended to describe normal operations. Post-Cutover is currently scheduled to begin at 11:59 pm on February 6, 2009. All days specified within the Plan are calendar days unless specifically noted otherwise. The Plan, its three unique phases and the processes associated with those phases are applicable to ALL FairPoint customers, including both Retail and Wholesale Customers. Parity is our guide for all customer impacting changes and processes. Cutover is subject to approval and authorization of regulatory authorities. All dates and timeframes contained in this Wholesale Cutover Communication Plan are subject to change. If you have questions with regard to the information contained in the Plan, please feel free to contact John Berard at (207) 648-3085 or contact your FairPoint Account Team. This Wholesale Cutover Communication Plan is provided for informational purposes only and FairPoint reserves the right to make changes to the processes described in this Wholesale Cutover Communication Plan in its sole discretion. While FairPoint believes the information contained herein is true and accurate, FairPoint makes no representations or warranties, express or implied, as to the accuracy or completeness of the information contained in this Wholesale Cutover Communication Plan. This Wholesale Cutover Communication Plan does not constitute a contract, and issuance of this Plan does not create any contractual obligations or any other obligation whatsoever on the part of FairPoint or Verizon or any FairPoint or Verizon affiliate. Release: September 19, 2008 Page 4 of 83 Last Update: January 12, 2009
  5. 5. Wholesale Cutover Communication Plan Critical Terms 1. CDG. CDG or Communications Data Group is a Service Bureau that FairPoint uses, to support both Wholesale Customer access and local billing. 2. Customer Jeopardy. A Customer Jeopardy is any order that is in a jeopardy status as a result of a Wholesale Customer’s issues, such as. no access or customer not ready. These orders will be cancelled by Verizon on the date of Cutover and will need to be reinitiated by the Wholesale Customer in FairPoint systems. 3. Cutover Period. Cutover is that time when the current Verizon Systems will be unavailable and the transition to the new FairPoint systems will be taking place. Cutover is scheduled to begin at 11:59 PM January 30, 2009. The Cutover period is anticipated to last five (5) business days and end on February 6, 2009 11:59 pm. At the conclusion of Cutover, the Post-Cutover period will begin. 4. Embargo. In order to minimize manual handling of orders during Cutover, FairPoint will impose an Embargo on orders that might not complete before Cutover. The Embargo will apply to all retail and wholesale orders with due dates five (5) days prior to the scheduled Cutover date or later. For the anticipated Cutover date of January 30, 2009 at 11:59 pm, orders with due dates of 6:00 pm on January 23, 2009 or later would be subject to the Embargo. Emergency orders (see below) are not subject to the Embargo. Wholesale Customers with orders subject to the Embargo will not be allowed to submit the orders in the Verizon Systems; however, the Wholesale Customers may either submit the orders in Wisor, where they will be queued for execution in the Post- Cutover period, or may delay submitting the orders until the Post-Cutover period. 5. Emergency Orders. Emergency orders are those orders that qualify under the Telecommunications System Priority (TSP) Guidelines, as defined by the Federal Office of Priority Telecommunications. TSP orders are available to Business and Government End Users only and not to residential customers. TSP codes are assigned by the Federal Office of Priority Telecommunications. In addition we will, on a case by case basis, provision orders for such issues as New Service for “Medical” expedites, Change TN for legal demand situations, Change Directory Listing for legal demand situations and other extreme or emergency scenarios. These orders will require approval at Director Level during Cutover. 6. FairPoint Jeopardy. A FairPoint jeopardy is any order that is in a jeopardy status as a result of a FairPoint issue, such as scheduling work load. These Release: September 19, 2008 Page 5 of 83 Last Update: January 12, 2009
  6. 6. Wholesale Cutover Communication Plan orders will be treated as in-flight orders and will be re-keyed into the FairPoint systems by FairPoint personnel. 7. Flow Through: FairPoint will measure Flow Through as the ability for qualifying orders to obtain a Firm Order Commitment (FOC) without manual intervention. 8. Implementation Manager. Implementation Managers are individuals with the Business and Wholesale Services Organization who will be responsible for Emergency Orders during Cutover. They will coordinate conference calls that will include all necessary departments in order to have services turned up. 9. In-Flight Orders. In-flight, or pending orders are those orders (ASRs and LSRs) received by FairPoint from Verizon with a due date extending beyond the Embargo Date. These orders will be manually re-keyed into the FairPoint systems once they become operational. These will include any orders submitted into the Verizon systems once the Embargo Period begins. 10. New Orders. New Orders are orders which are queued in the FairPoint Wisor system or held until the completion of Cutover as the due dates extend beyond the Embargo period. These orders will be processed as soon as the FairPoint systems become operational. 11. Pending Orders. Pending Orders are the orders that will remain open in the Verizon system and will have to be re-keyed into the FairPoint systems by FairPoint personnel. This will be inclusive of all in-flight orders. 12. Post-Cutover Period. Post-Cutover is that time when the new FairPoint Systems are operating. The Post-Cutover period will continue until the new FairPoint Systems are operating normally and within defined guidelines. It is not intended to describe normal operations. Post-Cutover is currently scheduled to begin at 11:59 pm on February 6, 2009. 13. Pre-Cutover Period. Pre-Cutover is the period we are in right now. FairPoint is making numerous preparations in anticipation of the systems transition, including but not limited to system development, system testing and system documentation. Our Wholesale Customers have been active participants and valued stakeholders in many of these preparations already. Pre-Cutover is tentatively scheduled to end on January 30, 2009 at 11:59 pm. 14. Siebel. Siebel is a FairPoint internal application that houses the Wholesale Customer hierarchy of account information and certain associated assets (such as loops, features, Uniform Service Order Codes, etc.). Release: September 19, 2008 Page 6 of 83 Last Update: January 12, 2009
  7. 7. Wholesale Cutover Communication Plan 15. Systems. The systems used by members of the Wholesale Community and FairPoint for pre-ordering, ordering, provisioning, installation, testing, maintenance, repair and billing of FairPoint Wholesale Services. 16. Wisor. Wisor is a FairPoint provided external application that allows Wholesale Customers to send and receive Pre-Order, Order, Order Status and Trouble Administration transactions using a Web browser or EDI. It is used in the FairPoint states of Maine, New Hampshire and Vermont. Release: September 19, 2008 Page 7 of 83 Last Update: January 12, 2009
  8. 8. Wholesale Cutover Communication Plan Release: September 19, 2008 Page 8 of 83 Last Update: January 12, 2009
  9. 9. Wholesale Cutover Communication Plan TABLE OF CONTENTS 1 STAFFING.................................................................................................................................14 1.1 Wholesale Service Center (WSC) – Ordering.................................................................14 1.1.1 Pre-Cutover: .........................................................................................................14 1.1.1.2 Temporary Support Staffing: FairPoint WSC will increase its staffing level above the historically normal production level by 17%. The staff will be used to support the Cutover and beyond. This is in addition to the current staffing levels and additional 10% identified. The staff is being put in place to support ancillary tasks, and to provide the WSC management team the opportunity to test and train on the new systems while current production levels are maintained. 14 1.1.1.3. Contingency Staffing Level: FairPoint WSC will increase staffing by an additional 57% for staffing of a disaster recovery plan if flow-through as expected is not realized. This staff is over and above the temporary support staff that will be in place within the WSC. We plan to outsource approximately 85% of this staffing increase to an experienced provider who has previously contracted with Verizon to support LSR and ASR activities. . .....................15 1.1.2 Cutover..................................................................................................................15 1.1.2.1 The Wholesale Service Center will have system subject matter experts in place on the floor to coach the WSC Representatives on potential knowledge gaps and system functionality. These SMEs will have overall Wholesale Customer knowledge and skills and will be maintained until FairPoint is able to return to the normal production staffing levels. ........................15 1.1.3 Post-Cutover..........................................................................................................15 1.2 Regional Operations Center (ROC): Provisioning/Installation & Trouble Administration/Repair..15 1.2.1 Pre-Cutover...........................................................................................................16 1.2.1.1 Normal Production Staffing Level: FairPoint has planned for production staffing levels based on expected flow through intervals on the new FairPoint Systems. FairPoint flow-through levels are expected to be the same as the current Verizon flow-through levels. ...........16 1.2.1.2 Temporary Support Staff: FairPoint has increased its staffing level by 14% to support Pre-Cutover activities. This staff supports ancillary tasks and affords the management team the opportunity to test and train on the new systems while current production levels are maintained. 16 1.2.1.3 Contingency Staffing Level: FairPoint will increase staffing by an additional 14% (in addition to the temporary staffing) to support any unanticipated lower level of flow-through. These resources will be utilized until the provisioning and trouble administration volumes return to normal levels...............................................................................................................16 1.2.2 Cutover..................................................................................................................16 1.2.3 Post-Cutover..........................................................................................................16 1.2.3.1 Normal Production Staffing Levels: FairPoint will resume normal production staffing levels when the backlog has been eliminated, flow-through has resumed and new employee skill levels have reached acceptable levels. ........................................................................16 16 2 WHOLESALE CUSTOMER TRAINING....................................................................................17 2.1 Wisor Training.................................................................................................................17 2.1.1 Pre-Cutover...........................................................................................................17 2.1.1.1 FairPoint provided Wisor training in May and June of 2008 for Pre-Order, Order, and Trouble Administration for all companies participating in Phase 3 Testing. This training is currently available on the FairPoint Wholesale Website for those who would like to view the WebEx sessions. This training was focused on preparing Wholesale Customers for the CLEC Testing of the Wisor gateway.........................................................................................17 2.1.2 Cutover..................................................................................................................18 Release: September 19, 2008 Page 9 of 83 Last Update: January 12, 2009
  10. 10. Wholesale Cutover Communication Plan 2.1.3 Post-Cutover..........................................................................................................18 3 PRE-ORDER ............................................................................................................................18 3.1 Process...........................................................................................................................18 3.1.1 Pre-Cutover ..........................................................................................................18 3.1.2 Cutover..................................................................................................................19 3.1.3 Post-Cutover..........................................................................................................19 4 ORDERING .............................................................................................................................19 4.1 Escalation Lists ..............................................................................................................19 4.2 Pending (In-Flight) Orders ..............................................................................................19 4.2.1 Pre-Cutover...........................................................................................................21 4.2.2 Cutover..................................................................................................................23 4.2.3 Post-Cutover..........................................................................................................23 4.3 Orders in Jeopardy Status...............................................................................................24 4.3.1 Pre-Cutover...........................................................................................................24 4.3.2 Cutover..................................................................................................................24 4.3.3 Post-Cutover..........................................................................................................25 4.4 New Orders.....................................................................................................................25 4.4.1 Pre-Cutover...........................................................................................................25 4.4.2 Cutover..................................................................................................................25 4.4.3 Post-Cutover..........................................................................................................26 4.5 Emergency Orders..........................................................................................................26 4.5.1 Pre-Cutover...........................................................................................................26 4.5.2 Cutover..................................................................................................................27 4.5.3 Post Cutover..........................................................................................................27 4.6 Regulatory Relief ............................................................................................................28 4.6.1 Metric Relief...........................................................................................................28 4.7 System Release Management........................................................................................28 5 DIRECTORY LISTINGS............................................................................................................29 5.1 Directory Listings Overview.............................................................................................29 5.1.1 Pre-Cutover...........................................................................................................29 5.1.2 Cutover..................................................................................................................30 5.1.3 Post-Cutover..........................................................................................................30 6 PROVISIONING & INSTALLATION..........................................................................................30 6.1 Escalation Lists / Process................................................................................................31 6.2 Order Processing............................................................................................................31 6.2.1 Pre-Cutover...........................................................................................................31 6.2.2 Cutover..................................................................................................................31 6.2.3 Post-Cutover..........................................................................................................32 6.3 Emergency Orders..........................................................................................................32 Release: September 19, 2008 Page 10 of 83 Last Update: January 12, 2009
  11. 11. Wholesale Cutover Communication Plan 6.3.1 Pre-Cutover...........................................................................................................32 6.3.2 Cutover..................................................................................................................32 6.3.3 Post-Cutover..........................................................................................................33 7 BILLING....................................................................................................................................33 7.1 Escalation List.................................................................................................................33 7.2 Billing Disputes................................................................................................................33 7.2.1 Pre-Cutover...........................................................................................................33 7.2.2 Cutover..................................................................................................................34 7.2.3 Post-Cutover..........................................................................................................34 7.3 Media / Format................................................................................................................34 7.3.1 Pre-Cutover...........................................................................................................34 7.3.2 Cutover..................................................................................................................36 7.3.3 Post-Cutover..........................................................................................................36 7.4 DUF.................................................................................................................................37 7.4.1 Pre-Cutover...........................................................................................................37 7.4.2 Cutover..................................................................................................................37 7.4.3 Post-Cutover..........................................................................................................38 7.5 Payments........................................................................................................................38 7.5.1 Pre-Cutover...........................................................................................................38 7.5.2 Cutover..................................................................................................................38 7.5.3 Post-Cutover..........................................................................................................38 7.6 Billing Cycles...................................................................................................................39 7.6.1 Pre-Cutover...........................................................................................................39 7.6.2 Cutover..................................................................................................................39 7.6.3 Post Cutover..........................................................................................................39 7.7 CARE / NeuStar..............................................................................................................40 7.7.1 Pre-Cutover...........................................................................................................40 7.7.2 Cutover..................................................................................................................41 7.7.3 Post-Cutover..........................................................................................................41 7.8 Billing and Collection Services (B&C)..............................................................................41 7.8.1 Pre-Cutover...........................................................................................................41 7.8.2 Cutover..................................................................................................................41 7.8.3 Post-Cutover..........................................................................................................41 8 E9-1-1 41 8.1 Escalation Lists...............................................................................................................41 8.2 E9-1-1 Process................................................................................................................42 8.2.1 Pre-Cutover...........................................................................................................42 8.2.2 Cutover..................................................................................................................43 8.2.3 Post-Cutover..........................................................................................................43 9 TROUBLE ADMINISTRATION / REPAIR.................................................................................43 9.1 Escalation Lists...............................................................................................................43 Release: September 19, 2008 Page 11 of 83 Last Update: January 12, 2009
  12. 12. Wholesale Cutover Communication Plan 9.2 Ticket Submission...........................................................................................................43 9.2.1 Pre-Cutover...........................................................................................................43 9.2.2 Cutover..................................................................................................................44 9.2.3 Post-Cutover..........................................................................................................46 9.3 Remote Testing...............................................................................................................46 9.3.1 Pre-Cutover...........................................................................................................46 9.3.2 Cutover..................................................................................................................46 9.3.3 Post-Cutover..........................................................................................................46 9.4 Dispatch Request............................................................................................................46 9.4.1 Pre-Cutover...........................................................................................................46 9.4.2 Cutover..................................................................................................................46 9.4.3 Post-Cutover..........................................................................................................47 9.5 System Release Management........................................................................................47 9.5.1 The Regional Operations Center Manager and Director will participate in a customer facing bridge in order to provide Wholesale Customers with a status of systems and to confirm execution of Post-Cutover efforts. (The bridge number will be placed on the FairPoint web site and issued via normal communication methods to all Wholesale Customers.) The bridge will be open following the completion of Cutover. FairPoint plans to provide status updates twice daily for the first five (5) days following Cutover, or until issues are resolved. In addition we will send via the notification process an email with all open issues with updates for Wholesale Customers. 47 10 OPERATOR SERVICES / DIRECTORY ASSISTANCE (OS/DA)...........................................47 10.1 OS/DA Process ............................................................................................................47 10.1.1 Pre-Cutover.........................................................................................................47 10.1.2 Cutover ...............................................................................................................48 11 METRICS.................................................................................................................................48 11.1 PAP Delivery Process...................................................................................................48 11.1.1 Pre-Cutover.........................................................................................................48 11.1.2 Cutover................................................................................................................48 11.1.3 Post-Cutover........................................................................................................48 12 INTERVAL GUIDES................................................................................................................49 12.1 Summary.......................................................................................................................49 13 ESCALATION LISTS..............................................................................................................49 13.1 FairPoint Wholesale Account Team Contacts...............................................................49 13.2 Provisioning, Installation, Repair and Maintenance Contact Lists.................................50 13.3 Escalation Lists.............................................................................................................54 14 WHOLESALE CUSTOMER CHECK LIST .............................................................................71 15 APPENDICES.........................................................................................................................74 15.1 Appendix A - FairPoint Wholesale Customer Facing Systems Migration Table............74 Release: September 19, 2008 Page 12 of 83 Last Update: January 12, 2009
  13. 13. Wholesale Cutover Communication Plan 15.2 Appendix B – Company Codes ....................................................................................75 15.3 Appendix C – Emergency Order Form..........................................................................76 15.4 Appendix D – Trouble Report Form...............................................................................78 15.5 Appendix E – WSC Contact Service Times...................................................................79 16 GLOSSARY.............................................................................................................................80 Release: September 19, 2008 Page 13 of 83 Last Update: January 12, 2009
  14. 14. Wholesale Cutover Communication Plan 1 STAFFING 1.1 Wholesale Service Center (WSC) – Ordering Summary The following is an outline of key staffing plans to address production levels and contingency staffing for Post-Cutover. These are the current staffing numbers to ensure the FairPoint Wholesale Service Center (WSC) has sufficient resources in place to address historically normal work volume, Pre-Cutover activities and contingency staffing for Post-Cutover. FairPoint’s staffing plan was constructed based on the understanding of a level of flow through (to obtain a FOC response) that would be provided by our systems. FairPoint has identified the volumes of orders by product type based on historical information and aggregated the numbers to a volume of flow through based on the products that will be eligible for flow through. Staffing was then based on the needs for standing up the systems and working the complex orders in a manual process and also being staffed for the anticipated volume of manual fallout. The numbers for FairPoint’s flow through orders are in line with those of Verizon. 1.1.1 Pre-Cutover: 1.1.1.1 Normal Production Staffing Level: FairPoint maintains its production staffing level based on expected flow-thru intervals on the new FairPoint systems. 1.1.1.1.1 FairPoint has 90% of the required personnel resources on board. The staff is processing orders currently in the Verizon system and going through training in preparation for Cutover. The additional 10% of staff needed have been selected and will begin training at the end of October. The training will run continuously through Cutover and beyond. FairPoint maintains a continual recruitment, hiring and training program to ensure that we have sufficiently trained personnel to manage order activity. 1.1.1.2 Temporary Support Staffing: FairPoint WSC will increase its staffing level above the historically normal production level by 17%. The staff will be used to support the Cutover and beyond. This is in addition to the current staffing levels and additional 10% identified. The staff is being put in place to support ancillary tasks, and to provide the WSC management team the opportunity to test and train on the new systems while current production levels are maintained. 1.1.1.2.1 Temporary support staff is planned to be in place 60 days prior to Cutover and will be maintained after Cutover until this force is no longer required. Release: September 19, 2008 Page 14 of 83 Last Update: January 12, 2009
  15. 15. Wholesale Cutover Communication Plan 1.1.1.3. Contingency Staffing Level: FairPoint WSC will increase staffing by an additional 57% for staffing of a disaster recovery plan if flow-through as expected is not realized. This staff is over and above the temporary support staff that will be in place within the WSC. We plan to outsource approximately 85% of this staffing increase to an experienced provider who has previously contracted with Verizon to support LSR and ASR activities. . 1.1.1.3.1 Contingency Support Staff is expected to be in place 45 days prior to Cutover. This team has already been working ASR and LSR projects for a Bell Operating Company and will be receiving FairPoint system training beginning December 1, 2008. 1.1.2 Cutover 1.1.2.1 The Wholesale Service Center will have system subject matter experts in place on the floor to coach the WSC Representatives on potential knowledge gaps and system functionality. These SMEs will have overall Wholesale Customer knowledge and skills and will be maintained until FairPoint is able to return to the normal production staffing levels. 1.1.3 Post-Cutover 1.1.3.1 Return to Normal Production Staffing Levels: FairPoint will resume normal production staffing levels when the backlog of orders has been eliminated, flow- through has resumed to expected levels and new employee skill levels have reached acceptable levels to provide and meet the service demands of our customers. 1.2 Regional Operations Center (ROC): Provisioning/Installation & Trouble Administration/Repair Summary The following is an outline of key staffing to address normal production levels, Pre- Cutover staffing and contingency staffing for Post-Cutover. These staffing levels will ensure that the Regional Operations Center (ROC) will have the necessary resources in place to address normal work volumes, Pre-Cutover activities and contingency staffing for Post-Cutover. FairPoint’s ROC assumes the functions and responsibilities of the following Verizon centers: Overall Control Office (OCO), Maintenance Control Office (MCO), Regional CLEC Coordination Center (RCCC), Regional CLEC Maintenance Center (RCMC) and the Data Services Assurance Center (DSAC). In addition the FairPoint Emergency Response Center (FERC) will also be managed from the ROC. Due to consolidation of the Release: September 19, 2008 Page 15 of 83 Last Update: January 12, 2009
  16. 16. Wholesale Cutover Communication Plan aforementioned Verizon centers into the ROC, the staffing plan for Provisioning and Installation is the same as the plan for Trouble Administration and Repair. 1.2.1 Pre-Cutover 1.2.1.1 Normal Production Staffing Level: FairPoint has planned for production staffing levels based on expected flow through intervals on the new FairPoint Systems. FairPoint flow-through levels are expected to be the same as the current Verizon flow-through levels. 1.2.1.1.1 FairPoint currently has 90% of the required staff on board; the staff is processing orders and trouble tickets currently in the Verizon system or going through training in preparation for Cutover. FairPoint’s plan calls for 100% of the staff needed to be on board in time for Cutover. 1.2.1.2 Temporary Support Staff: FairPoint has increased its staffing level by 14% to support Pre-Cutover activities. This staff supports ancillary tasks and affords the management team the opportunity to test and train on the new systems while current production levels are maintained. 1.2.1.3 Contingency Staffing Level: FairPoint will increase staffing by an additional 14% (in addition to the temporary staffing) to support any unanticipated lower level of flow-through. These resources will be utilized until the provisioning and trouble administration volumes return to normal levels. 1.2.1.3.1 Contingency Support Staff will be in place 45 days prior to Cutover. 1.2.2 Cutover 1.2.2.1 Same as Above 1.2.3 Post-Cutover 1.2.3.1 Normal Production Staffing Levels: FairPoint will resume normal production staffing levels when the backlog has been eliminated, flow-through has resumed and new employee skill levels have reached acceptable levels. Release: September 19, 2008 Page 16 of 83 Last Update: January 12, 2009
  17. 17. Wholesale Cutover Communication Plan 2 WHOLESALE CUSTOMER TRAINING FairPoint has posted on the Wholesale Web Site the current training schedule, which is also provided below. In addition, FairPoint Accessible Letter SYS 0031 10312008 was sent out on October 31, 2008 requesting each Wholesale Customer provide FairPoint with contact information for the Wisor VFO Administrator and Wholesale Customer Portal Administrator. IDs and passwords will be returned to Administrators at the beginning of December. Finally, the FairPoint / Wisor Connectivity Guide was also posted to the FairPoint Wholesale Web Site in October 2008 and should be referred to for additional information. 2.1 Wisor Training 2.1.1 Pre-Cutover 2.1.1.1 FairPoint provided Wisor training in May and June of 2008 for Pre-Order, Order, and Trouble Administration for all companies participating in Phase 3 Testing. This training is currently available on the FairPoint Wholesale Website for those who would like to view the WebEx sessions. This training was focused on preparing Wholesale Customers for the CLEC Testing of the Wisor gateway. 2.1.1.2 In November 2008, FairPoint provided additional training preparing our Wholesale Customers for the Post-Cutover Production Phase. This program included training sessions for your Wisor Password Administrators, Local Pre- Order and Order transactions, Access Pre-Order and Order transactions, and Trouble Administrators. FairPoint is now repeating these sessions in the Month of January 2009. The following is the current schedule: All times are ET WISOR ID Administrators Training Sessions* (One Hour Sessions) January 06, 2009** 1:00 pm to 2:00 pm January 07, 2009** 10:00 am to 11:00 am WISOR GUI Training – Trouble Ticket Administration – Maintenance Transactions (3 hour sessions) January 08, 2009**, 1:00pm to 4:00pm January 09, 2009**, 09:00 am to 12:00 pm WISOR GUI Training - Pre-Order and Order Transactions – LSR* (Two 3 hour sessions) Release: September 19, 2008 Page 17 of 83 Last Update: January 12, 2009
  18. 18. Wholesale Cutover Communication Plan Part 1: January 12 and 14**, 09:00 am to 12:00 pm, 1:00pm to 4:00pm Part 2: January 13 and 15**, 09:00 am to 12:00 pm, 1:00pm to 4:00pm WISOR Training - Pre-Order, Order Transactions – ASR* (Two 3 Hour Sessions) Part 1: January 19 and 21**, 09:00 am to 12:00 pm, 1:00pm to 4:00pm Part 2: January 20 and 22**, 09:00 am to 12:00 pm, 1:00pm to 4:00pm *Note: WebEx training will be posted to the FairPoint Website post completion for those unable to attend one of these sessions. **Note: Wholesale Customers will only need to attend one of the training sessions. Multiple sessions are offered to assist you with scheduling your teams. 2.1.2 Cutover 2.1.2.1 Not Applicable 2.1.3 Post-Cutover 2.1.3.1 FairPoint will be posting on the Wholesale Web Site six self-paced training sessions under the Virtual Front Office section. Included will be six WebEx sessions and related slides covering password administration, LSR pre-order and order, ASR pre-order and order and Trouble Administration. 2.1.3.2 If a Wholesale Customer has questions regarding the training, they should send an email to fairpointcmp@fairpoint.com and a Subject Matter Expert will respond. 3 PRE-ORDER 3.1 Process 3.1.1 Pre-Cutover 3.1.1.1 Wholesale Customers will have the full functionality of the Verizon Pre-Order system until the Cutover Period begins, on January 30, 2009 at 11:59PM. 3.1.1.2 Orders that are to be queued in Wisor for post-Cutover installation will use the Verizon pre-order system until Cutover. 3.1.1.3 No FairPoint Pre-Order functionality will be available until the systems become fully operational. Orders entered into Wisor to be queued without using Pre- Release: September 19, 2008 Page 18 of 83 Last Update: January 12, 2009
  19. 19. Wholesale Cutover Communication Plan Order risk potential rejects when the systems become operational This process will be the same for Retail orders. 3.1.1.4 Pre-Order business rules for TN reservations in the FairPoint systems were posted to the FairPoint Web Site in mid-October 2008. 3.1.2 Cutover 3.1.2.1 Verizon Systems will not be available and no Pre-Order activity will be possible until all systems on the new FairPoint platform are operational. 3.1.3 Post-Cutover 3.1.3.1 FairPoint expects all Wholesale Customers will have full functionality of Pre- Order activities when the new FairPoint Systems are operational. 4 ORDERING 4.1 Escalation Lists See Escalation Lists (Section 13) for Pre-Cutover & Post-Cutover Contacts. 4.2 Pending (In-Flight) Orders This section addresses pending orders. Pending Orders may be completed in the Verizon systems, cancelled by FairPoint, or in-flight for “re-key” by FairPoint. It is critical for Wholesale customers to understand what actions FairPoint would take and what the customers need to do for each of the above pending order end states. Summary: FairPoint will work with Verizon’s LSR and ASR teams to generate reports and close out past due or invalid orders prior to Cutover. Those orders that are identified as in-flight will be manually keyed into the new FairPoint Systems by FairPoint representatives. The following section is a detailed plan covering several key components that have been identified and addressed moving into Cutover. In general, this section includes data extract and conversion activities, customer communication plans and processes, as well as key center logistics required to organize the Wholesale Service Center in preparation for the move off of the Verizon Systems and onto the new FairPoint Systems. Release: September 19, 2008 Page 19 of 83 Last Update: January 12, 2009
  20. 20. Wholesale Cutover Communication Plan There are three categories of Pending Order scenarios. Scenario 1 – Orders confirmed with Due Date before Embargo (January 23, 2009) If the order is: Then – FairPoint (FRP) will: Wholesale Customers (CLEC) should: Completed in Verizon • Do nothing • Make sure that Systems before cutover Provisioning Completion Notification (PCN) and Billing Completion Notification (BCN) are received Jeop’d with “Customer • FRP will communicate daily • CLEC may supp to resolve Jeopardy” (CJ) with CLEC to help manage or cancel Scenario 1-type and resolve CJ. orders in Verizon Systems • Verizon will cancel order at Cutover if nothing is done by CLEC. • FRP will provide cancelled order report to CLEC on 1st night of cutover “with no Jeopardy” but not • FRP will classify these as • CLEC should review completed by Verizon In-flight Orders. They will cancellation report at Systems (FRP past due be re-keyed into Wisor by Cutover to make sure orders) at cutover FRP personnel these orders are not cancelled Jeop’d with “FRP Jeopardy” • FRP will classify these as • CLEC should review (FJ) In-flight Orders. They will cancellation report at be re-keyed into Wisor by Cutover to make sure FRP personnel if not these orders are not resolved/completed by cancelled Cutover Late jeopardy identified • FRP will negotiate with • CLEC should negotiate during the Embargo period CLEC to determine with FRP whether the order should be cancelled or re-keyed (in-flight) Release: September 19, 2008 Page 20 of 83 Last Update: January 12, 2009
  21. 21. Wholesale Cutover Communication Plan Scenario 2 – Orders have a confirmed Due Date past Embargo (after January 23, 2009). If the order is: Then – FairPoint (FRP) will: Wholesale Customers (CLEC) should: Confirmed by Verizon • FRP will begin reviewing • CLEC should work with Systems with no jeopardy or in-flight orders from the FRP with FRP jeopardy (FJ) Verizon systems 30 days prior to cutover to identify in-flight orders. Jeop’d with “Customer • FRP will communicate daily • CLEC will need to re- Jeopardy” (CJ) with CLEC to help manage submit these orders using and resolve CJ the Wisor Gateway. • FRP will cancel order • FRP will provide cancel report to CLEC on 1st night of cutover Scenario 3 – New Orders that Wholesale Customers submit via Wisor with a Desired Due Date extending beyond the Embargo date (January 23, 2009). If the order is: Then – FairPoint (FRP) will: Wholesale Customers (CLEC) should: With Desired Due Date • Wisor Gateway will reject CLEC may elect to: beyond Embargo Period or queue up submitted • Submit these orders orders. FOC will not be through the WISOR returned until post Gateway Cutover. • Or hold these orders and submit Post-Cutover 4.2.1 Pre-Cutover 4.2.1.1 FairPoint plans to issue a notice of Cutover readiness to Verizon 60 days prior to our intent to Cutover. FairPoint has received tentative approval from Verizon for a planning date of January 30, 2009 at 11:59PM. 4.2.1.1.1 FairPoint, 30 days prior to Cutover, will pull an extract out of the Verizon Systems of all in-process orders that are not in a jeopardy state and have a due date past the Embargo date for re-key into the FairPoint Systems (In-Flight orders). 4.2.1.1.2 Verizon has indicated that it will cancel any order sitting in customer jeopardy as of Cutover. 4.2.1.1.3 In preparation for jeopardy cancellation at Cutover, FairPoint will pull daily ASR and LSR jeopardy reports from the Verizon Systems so that Release: September 19, 2008 Page 21 of 83 Last Update: January 12, 2009
  22. 22. Wholesale Cutover Communication Plan FairPoint can begin daily communication with Wholesale Customers to manage and minimize the number of cancellations at Cutover. The FairPoint Service Management Team will work with our Wholesale Customers to resolve jeopardies on a daily basis until Cutover. See Orders in Jeopardy Status (Section 4.3). FairPoint will start pulling the jeopardy reports to begin this type of communication 30 days prior to Cutover. Because January 1st is a holiday, Wholesale Customers can anticipate receiving the first report on or about January 2nd. 4.2.1.1.4 Any late jeopardy notification that is identified during the Embargo will be identified and negotiated with the Wholesale Customer to see if it should be cancelled and re-entered by such Customer or if it becomes an in-flight order. FairPoint plans to provide daily jeopardy reports to its wholesale Customers until Cutover so they are aware of any orders that will be cancelled and have to be re-entered by such Customer into the new FairPoint Systems. 4.2.1.2 FairPoint believes it is Verizon’s intent to send notification 45 days prior to Cutover (implementation) to confirm final documentation on the exit plan. 4.2.1.3 For both Wholesale and Retail clients, FairPoint will implement an Embargo or due date block for its Retail clients, scheduled to begin January 23, 2009, and has requested that Wholesale clients agree to implement an Embargo or due date block starting on the same schedule. The five (5) business day interval allows time for the order to complete in the Verizon Systems prior to Cutover and provides for issuance of notifiers: Provisioning Completion Notice (PCN), Billing Completion Notice (BCN) or any potential jeopardy notices. 4.2.1.4 FairPoint plans to pull extracts 60 days in advance and will run mock internal tests on all extracts received from Verizon to ensure we have all information for in-flight orders in a readable and useable format that can be assigned to the Wholesale Service Center Representatives. 4.2.1.4.1 Extracts for ordering will include all pending orders and their current state, copies of the ASR and LSR that was submitted, all RequestNet pending construction requests and their current state, all facility assignments, all pending jeopardy orders that will be cancelled, CARE fallout, Directory Listing fallout, pending inquiries and TN reservations. 4.2.1.5 FairPoint plans to stand up the upfront Order Entry System, Wisor, on January 5, 2009. Both eBonded and GUI (Graphical User Interface) Wholesale Customers will have the option to queue orders into Wisor during this time period. Wholesale Customers who receive rejects on orders placed via Verizon Systems for due dates subject to the Embargo will have the ability, starting on this date, to key orders into Wisor which will queue the order until the new FairPoint Systems become operational. 4.2.1.6 FairPoint will receive daily extracts from Wisor of all new orders entered during Pre-Cutover and Cutover. Wholesale Customers will have the ability to view orders placed in the Wisor System on a daily basis. Release: September 19, 2008 Page 22 of 83 Last Update: January 12, 2009
  23. 23. Wholesale Cutover Communication Plan 4.2.1.7 FairPoint has adopted the same servicer order intervals Verizon has previously provided in the states of Maine, New Hampshire and Vermont. During the time immediately following Cutover, Customers will be receiving longer than normal intervals due to the backlog of orders. Please refer to the Due Date Interval Guides on the Wholesale Web Site. There is a guide for the Post-Cutover time period as FairPoint works to eliminate the backlog of orders as well as a guide for the time period when FairPoint eliminates the backlog and returns to business as usual. 4.2.2 Cutover 4.2.2.1 FairPoint plans to provide to its Wholesale Customers with a list of all orders that were in customer jeopardy and were cancelled on the first night of Cutover. The customer will be responsible for re-entry of these orders into the Wisor gateway. 4.2.2.2 When the new FairPoint Systems become operational, FairPoint will begin releasing orders that were queued in Wisor on a First in-First out (FIFO) basis. 4.2.2.3 FairPoint is committed to parity and will ensure that all Retail and Wholesale Orders are distributed in an equitable fashion. 4.2.2.3.1 Wholesale Customers will have the opportunity to enter orders into the Wisor system throughout Embargo and Cutover. These queued orders will be eligible for release and flow-through whereas the Retail Orders received during this period will have to be manually re-keyed after the systems become operational. 4.2.2.4 FairPoint has established parity guidelines in conjunction with Retail for the re- key of in-flight orders. Manual re-key efforts will be the same on the Retail side as they will on the Wholesale side. 4.2.3 Post-Cutover 4.2.3.1 FairPoint has established due date intervals in parity with Retail to ensure that the Wholesale Customer has access to the same due dates for delivery of service. 4.2.3.1.1 The due date interval guidelines have been set to ensure the equitable distribution of dispatch and installation resources between Retail and Wholesale orders. 4.2.3.1.2 Following Cutover, due dates will be managed using the posted Interval Guide. The Wholesale Service Center will be responsible for notifying customers of changes in due dates. 4.2.3.1.3 Wholesale Service Center is planning to run daily due date reports by Wholesale Customer until the backlog is resolved. Release: September 19, 2008 Page 23 of 83 Last Update: January 12, 2009
  24. 24. Wholesale Cutover Communication Plan 4.2.3.2 When the systems become operational, the supervisors will direct the Wholesale Service Center representatives to begin to work the backlog and in-flight orders in the following priority: 4.2.3.2.1 Emergency Orders will be entered into the FairPoint Systems as “Work Complete” orders prior to queued orders being processed. The Emergency Orders will have been worked manually during the Cutover and will be required to be keyed into the systems to update all records. 4.2.3.2.1 Due dates will be changed manually by FairPoint during the re-keying process. FairPoint will relax the due date rules until we return to business as usual. 4.2.3.2.2 Approved expedites 4.2.3.2.3 In-flight orders with standard intervals (oldest to most recent) see In- Flight orders 4.2 4.3 Orders in Jeopardy Status 4.3.1 Pre-Cutover 4.3.1.1 Sixty (60) days prior to Cutover, FairPoint plans to send an Accessible Letter to the Wholesale Customers to request an e-mail list to be used in the notification of in-flight / jeopardy orders. An in-flight order is any confirmed order that has not completed within the Verizon Systems at the time of Cutover (when the Verizon Systems are turned down). These transactions that are pending in the Verizon back office systems will be re-keyed by FairPoint into the new FairPoint Systems. 4.3.1.2 This letter will require a response within 10 days. 4.3.1.3 Forty (40) days prior to Cutover, FairPoint plans to send a test e-mail to verify the provided customer email addresses. 4.3.1.4 FairPoint will require a positive response from each intended recipient. 4.3.2 Cutover 4.3.2.1 FairPoint plans to provide to its Wholesale Customers a list of all orders that were in customer jeopardy and were cancelled on the first night of Cutover. The Wholesale Customer will be responsible for re-entry of these PON’s into the Wisor gateway as these orders all have issues that require the Wholesale Customer to update information in order to continue. The only jeopardy orders that will be re-keyed by FairPoint into the FairPoint Systems will be those pending a FairPoint jeopardy issue, or those that were issued on the last day of the Embargo as the Wholesale Customer will have had no time to resolve this jeopardy. Release: September 19, 2008 Page 24 of 83 Last Update: January 12, 2009
  25. 25. Wholesale Cutover Communication Plan 4.3.3 Post-Cutover 4.3.3.1 As the FairPoint Systems become operational, the normal jeopardy process will be followed. FairPoint plans to accept responses to all jeopardy orders that were in-flight from the last day of due date acceptance, or for jeopardies from a FairPoint issue. 4.4 New Orders 4.4.1 Pre-Cutover 4.4.1.1 During this period, Wisor will be the only FairPoint system available to continue queuing orders. Both eBonded and GUI (Graphical User Interface) Wholesale Customers will have the option to queue orders into Wisor during this time period. 4.4.1.2 The eBonded Wholesale Customers will all receive a 997 acknowledgement. The eBonded Wholesale Customers may also receive an 855 reject, if there are any business rule errors. The wholesale customer can then issue an 860 correction and then receive another 997 acknowledgement. The Wholesale Customer will not, however, receive a Firm Order Commitment (FOC) until the back-end systems are brought on-line after Cutover. 4.4.1.3 For GUI users, once the order is submitted, it will move from pending validation to submitted status. If business rules are violated, a reject will be sent back to the Wholesale GUI user to resubmit the order. As with eBonded Wholesale Customers, a FOC will not be sent until the back-end systems are brought on- line after Cutover. All other FairPoint systems will be unavailable until the data conversion is completed and the systems are confirmed to be fully operational. Emergency orders will be the only orders processed at this time 4.4.1.4 Business Rules have been posted to the FairPoint Wholesale Web Site. 4.4.1.5 For questions concerning orders queued in Wisor during this period, Wholesale Customers should contact the FairPoint call center at 866-925-8971. 4.4.2 Cutover 4.4.2.1 During this period, Wisor will be the only new FairPoint system available to continue queuing orders. All other FairPoint systems will be unavailable until the data conversion is completed and the systems are confirmed to be fully operational. Emergency orders will be the only orders processed at this time. Release: September 19, 2008 Page 25 of 83 Last Update: January 12, 2009
  26. 26. Wholesale Cutover Communication Plan 4.4.2.1.1 ASR’s: Customers will no longer call the Partner Solutions Service Center (PSSC) for pre-order inquiries on 877-946-5222 or the Carrier Account Team Center (CATC) for order inquiries on 800-483-7766. The new FairPoint Wholesale Service Center number to call is 866-925-8971. 4.4.2.1.2 LSR’s: Customers will no longer call the Partner Solutions Service Center (PSSC) for pre-order inquiries on 877-946-5222 or the National Market Center (NMC) for order inquiries on 866-925-8971. The new FairPoint Wholesale Service Center number to call is 866-925-8971. 4.4.3 Post-Cutover 4.4.3.1 FairPoint plans to provide Wholesale Customers all electronic responses after Cutover. Any orders that were still active in the Verizon systems at Cutover will be re-keyed by FairPoint personnel and considered in-flight orders. All future confirmations, jeopardy or completion notices will be generated via the Wisor system and sent to the Wholesale Customers. Due date edits will be relaxed during the Post Cutover period. FairPoint has posted to the Wholesale Web Site an Interval Guide to address extended due dates during the Embargo and Cutover period. New orders with desired due dates that fall within the Embargo and Cutover periods will be considered in-flight orders. They will be re-keyed by FairPoint personnel into the Wisor system. The due dates for the re-keyed orders will be in accordance with the posted Interval Guide. 4.4.3.2 Fallout on any ASR’s or LSR’s will be handled by FairPoint’s service representatives who will directly interface with the Wholesale Customers, Field Personnel, or Central Office Personnel, as necessary. 4.5 Emergency Orders Summary: FairPoint defines Emergency Orders for Retail and Wholesale Customers as those that would qualify under the TSP guidelines. Telecommunications Service Priority (TSP) is available to Business and Government end users. It is not valid on Residential Accounts. A TSP Authorization Code is assigned to the end user by the Office of Priority Telecommunications. In addition, we will, on a case by case basis, handle such issues as New Service for “Medical” expedites, Change TN for legal demand situation, Change directory listing for legal demand situation and other extreme or emergency scenarios. These orders will require approval at Director Level (Rich Murtha) during Cutover. 4.5.1 Pre-Cutover Release: September 19, 2008 Page 26 of 83 Last Update: January 12, 2009
  27. 27. Wholesale Cutover Communication Plan 4.5.1.1 FairPoint will implement a Pre-Cutover Emergency Provisioning Plan to address orders subject to the Embargo. 4.5.1.1.1 The Wholesale Service Center will receive escalated calls from Wholesale Customers requesting Emergency Provisioning Services. The Escalation Manager will log the request in an excel spreadsheet and provide a case number back to the carrier. If the request meets one of the criteria defined in the Emergency Provisioning Guidelines document it will immediately be forwarded to the Wholesale Service Center Director for review and approval. 4.5.1.1.2 The Director upon receipt of the request will provide a confirmation or denial of the request and an estimated timeframe to complete the request. Once approved by the Director, the order will be handed to an Escalation Manager who will negotiate with engineering, installation and dispatch to confirm the delivery date of the order and keep the customer updated with status. All Emergency requests will be prioritized based on the critical nature of the service. Provisioning timelines will vary for each request. Note if the order can not be provisioned and installed using the Verizon systems prior to cutover, then the Emergency Order Process listed below 4.5.2.1 will be followed. An Emergency Order Form must be completed and emailed to emergencyorder@fairpoint.com. A sample form can be found in appendix C. 4.5.2 Cutover 4.5.2.1 Emergency Order Process Emergency orders are those orders that qualify under the Telecommunications System Priority (TSP) Guidelines, as defined by the Federal Office of Priority Telecommunications. TSP orders are available to Business and Government End Users only and not to residential customers. TSP codes are assigned by the Federal Office of Priority Telecommunications. In addition we will, on a case by case basis, provision orders for such issues as New Service for “Medical” expedites, Change TN for legal demand situations, Change Directory Listing for legal demand situations and other extreme or emergency scenarios. These orders will require approval at Director Level during Cutover. The Emergency order process will be utilized during the embargo period and during the cutover period exclusively. The Emergency Order Form (See Appendix C) will be filled out and submitted to the emergencyorder@fairpoint.com email address. This will also be the process for snip and restore’s for non pay activity. Once your email is received you will receive an acknowledgment email of receipt of your request. 4.5.3 Post Cutover 4.5.3.1 Emergency orders will be keyed into the new FairPoint Systems prior to queued orders being processed. The Emergency Orders will have been worked manually during the Cutover and must be keyed into the systems to update all records. Release: September 19, 2008 Page 27 of 83 Last Update: January 12, 2009
  28. 28. Wholesale Cutover Communication Plan 4.5.3.2 FairPoint plans to implement Normal escalation processes for all requests. 4.6 Regulatory Relief 4.6.1 Metric Relief 4.6.1.1 FairPoint plans to request relief from the Maine, New Hampshire, and Vermont regulatory agencies, from any absolute interval requirements during the month in which Cutover begins , the month in which Cutover is completed and the month following Cutover completion. FairPoint does not plan to ask for relief from anything associated with parity. FairPoint will not be submitting requests for relief on behalf of individual Wholesale Customers. 4.7 System Release Management 4.7.1 The Wholesale Service Center Manager and Director will participate in a customer facing bridge in order to provide Wholesale Customers with a status of systems and to confirm execution of Post-Cutover efforts. (The bridge number will be placed on the FairPoint website and issued via normal communication methods to all Wholesale Customers.) The bridge will be open following the completion of Cutover. FairPoint plans to provide status updates twice daily for the first five business (5) days following Cutover, or until issues are resolved. In addition, we will send via the notification process an email with all open issues with updates for Wholesale Customers. 4.7.2 The Wholesale Service Center staff is scheduled to be trained and prepared to move to contingency plans if the FairPoint Systems should run into a mass failure during the startup period following the end of Cutover. FairPoint Wholesale Service Center supervisors will begin to compile the list of extracts (daily back up files) from Wisor to prepare data for the implementation of manual provisioning procedures via spreadsheet through the different organizations. 4.7.3 In the event that FairPoint must move to a manual provisioning environment, all orders will be assigned to specific representatives to manually track and provide status back to the Wholesale Customer. Wholesale Customer assignments will be made and Wholesale Customers will be provided with specific contact information on who will be handling their orders via the same process used to communicate orders in jeopardy status. The assigned representative will be responsible for keeping Wholesale Customers up to date on all major milestones throughout the order spreadsheet process 4.7.4 At Cutover, staffing numbers for contingency planning and disaster recovery were based on 60% flow-through. FairPoint is contracting with a company that has the ability to add additional resources in the event of a failure. FairPoint will determine within a timely manner of the outage whether or not to initiate additional resources predicated on the severity of any specific outage. Release: September 19, 2008 Page 28 of 83 Last Update: January 12, 2009
  29. 29. Wholesale Cutover Communication Plan 4.7.5 The Change Management Process Guide has been posted to the Wholesale Web Site and provides information regarding the Post-Cutover release process. 5 DIRECTORY LISTINGS 5.1 Directory Listings Overview All Directory Listing Orders require an OCN. 5.1.1 Pre-Cutover 5.1.1.1 All Listing Verification Record (LVR) activity will be business as usual during Pre- Cutover. Wholesale Customers will continue to utilize the Verizon website to access the LVR records. 5.1.1.2 FairPoint has initiated an email communication strategy to manage customer jeopardies. FairPoint will work with all Wholesale Customers to establish and test communication through email in the following ways: 5.1.1.2.1 On December 2, 2008, FairPoint will send an Accessible Letter to the Wholesale Customers to request an e-mail list to be used in the notification of Directory Listing in-flight/jeopardy notices. This date assumes the 60 day Irrevocable Notice of Cutover has been issued on November 30, 2008. 5.1.1.2.2 This letter will require a response within ten (10) days. 5.1.1.2.3 On December 21, 2008 FairPoint will send a test e-mail to verify provided customer email addresses. This date assumes the 60 day Irrevocable Notice of Cutover has been issued on November 30, 2008. 5.1.1.2.4 FairPoint will require a positive response from each intended recipient. 5.1.1.3 Thirty (30) days prior to Cutover, FairPoint intends to begin providing daily notification of all customer jeopardies. Wholesale Customers will have the ability to update these jeopardies for approximately twenty (20) days. 5.1.1.4 During the Embargo, customers will not have the ability to modify orders or dates in the Verizon systems. Wholesale Customers will be required to re-enter into Wisor all orders that were in customer jeopardy status prior to Embargo. To ensure parity, Retail Customers will have the same requirement. Release: September 19, 2008 Page 29 of 83 Last Update: January 12, 2009
  30. 30. Wholesale Cutover Communication Plan 5.1.1.5 FairPoint will continue to provide daily notification of customer jeopardy notices up until Cutover. At this time FairPoint will provide a final extract of all orders that were sitting in customer jeopardy status and will be cancelled by Verizon once Cutover begins. The continued daily jeopardy reports will allow the Wholesale Customers to proactively manage the orders that will be cancelled at the beginning of Cutover so that they have the opportunity to choose whether to re- key and queue these orders in Wisor or hold the orders to re-key after Cutover ends. 5.1.2 Cutover 5.1.2.1 At Cutover, LVR information will no longer be available on the Verizon Website. Wholesale Customers will be directed to the FairPoint Wholesale Website for this information. 5.1.2.2 On the first day following Cutover, FairPoint intends to provide a final customer jeopardy report to all Wholesale Customers, which will include all orders that were cancelled by Verizon and will have to be re-entered into the Wisor system. 5.1.2.3 FairPoint plans to take the extracts of all pending orders that were not complete in the Verizon Systems and prepare for in-flight re-entry into the new FairPoint Systems. 5.1.3 Post-Cutover 5.1.3.1 FairPoint intends to begin re-entry of all in-flight orders. 5.1.3.2 FairPoint will work to complete re-entry of all backlog orders and restore business as usual procedures for the Wholesale Customers in an expeditious manner. 5.1.3.3 The embedded directory listing base will be transitioned over to FairPoint from Verizon through Idearc and will reside on the new FairPoint system. 6 PROVISIONING & INSTALLATION Summary: Provisioning and Installation procedures will continue to be handled in a business as usual manner until the Embargo begins. During the Embargo, only orders meeting the specific criteria for an Emergency Order will be provisioned. The procedures for submitting an Emergency Order during the Embargo are described in Section 4.5. Once an order has been received and confirmed to be an Emergency Order, the following procedures will be employed to provision and install the order. FairPoint will provide provisioning coordination for LSRs and ASRs through its provisioning centers. FairPoint will Release: September 19, 2008 Page 30 of 83 Last Update: January 12, 2009
  31. 31. Wholesale Cutover Communication Plan coordinate with field and Central Office personnel to ensure the successful provisioning of Wholesale Services. 6.1 Escalation Lists / Process See Escalation Lists (Section 13) FairPoint developed an SLA document to address CLEC concerns with response times for calls placed to the ROC (see section 9.2.2.3) and WSC (appendix E). In addition, FairPoint is in the process of developing and documenting new phone trees for both the ROC and WSC. These are expected to be distributed and posted to the Wholesale Web Site by December 29, 2008. 6.2 Order Processing 6.2.1 Pre-Cutover 6.2.1.1 Orders will be provisioned and installed as usual until the Embargo. No orders with a due date after the beginning of the Embargo will be installed until the new FairPoint Systems are operational with the exception of Emergency Orders. If an in-flight order is an Emergency Order, the Wholesale Customer should contact their Account Team to have the order reviewed and moved to the manual provisioning and installation process that is described below. 6.2.1.2 During the Embargo only Emergency Orders will be accepted for provisioning and installation. If such an order is identified, the Wholesale Customer should contact their account team who will then submit the order for consideration. Once the order is approved by the Director of Wholesale Customer Operations as an Emergency Order, it will be assigned to an Implementation Manager. The Implementation Manager will then contact the Wholesale Customer to begin the provisioning process. FairPoint is creating an Emergency Order Form for processing Emergency Orders during the Embargo and Cutover periods. This form will be distributed via an Accessible Letter, posted to the Wholesale Web Site. It will include information on all order types and to whom the request needs to be sent. 6.2.2 Cutover 6.2.2.1 The Emergency Orders provisioned using the manual process described in Section 6.3, will be the first orders entered into the FairPoint Systems, to ensure that inventory and other associated records accurately reflect what has been installed. Release: September 19, 2008 Page 31 of 83 Last Update: January 12, 2009
  32. 32. Wholesale Cutover Communication Plan 6.2.3 Post-Cutover 6.2.3.1 Immediately after the Emergency Orders have been entered into the FairPoint Systems, non- Emergency Orders that have been queued in the Wisor system will begin to flow. 6.2.3.2 Normal Provisioning and Installation procedures will resume as orders are submitted into the Wisor interface. 6.3 Emergency Orders 6.3.1 Pre-Cutover 6.3.1.1 FairPoint will provide provisioning coordination for LSR and ASR through its provisioning centers. FairPoint will interact with all field and Central Office personnel to coordinate the successful provisioning of Wholesale Services. 6.3.1.2 Orders will be provisioned and installed as described above until the Embargo. All orders with a due date after the beginning of the Embargo will not be installed until the new FairPoint Systems are operational, with the exception of Emergency Orders. If an in-flight order is an Emergency Order, the Wholesale Customer should contact their Account Team to have the order reviewed and moved to the manual provisioning and installation process that is described above. 6.3.2 Cutover 6.3.2.1 During Cutover (refer to the timeline in the Introduction for specific dates), only Emergency Orders will be accepted for provisioning and installation. If such an order is identified, the Wholesale Customer should contact their account team who will then submit the order for consideration. Once the order is approved by the Director of Wholesale Customer Operations as an Emergency Order, it will be assigned to an Implementation Manager. The Implementation Manager will then contact the Wholesale Customer to begin the provisioning process 6.3.2.2 The Implementation Manager then coordinates conference calls including all necessary departments (IOF Design, OSP Provisioning and Engineering, NOC, CO Ops, Special Services, ROC, and any other involved groups depending on service type.) 6.3.2.3 Manual workflow processing during the Embargo will be tracked by the assigned Implementation Manager who will update the relevant databases immediately following Cutover to the FairPoint Systems 6.3.2.4 CO Ops and other field forces will provide network capacity information based on direct network element interfaces. Release: September 19, 2008 Page 32 of 83 Last Update: January 12, 2009
  33. 33. Wholesale Cutover Communication Plan 6.3.2.5 IOF Design and OSP Provisioning will use this information to choose a design for the order. Field forces will use selected design to provision and turn-up an order. 6.3.2.6 IOF Design and OSP Provisioning will keep a manual record of all facilities used for the order to update records once FairPoint Systems are operational. 6.3.2.7 Once field conditions are established, the C.O. and I&M technicians will coordinate facilities. 6.3.2.8 The FairPoint ROC will use “dumb terminals” to configure translations remotely. All OSP facilities and C.O. facilities will need to be reported back to the Assignment Provisioning Center (APC) to inform what cable / pair and OE were used in order to conduct record update. 6.3.2.9 Vendor meets will need to be arranged via a phone call from the Wholesale Customer to the assigned Implementation Manager. The ROC will continue the normal process of coordinating the vendor meet between the customer and our technicians. 6.3.2.10 The Implementation Manager will coordinate the E9-1-1 activation to Intrado, LIDB, IDEARC, LNP, etc. 6.3.3 Post-Cutover 6.3.3.1 The emergency orders that were provisioned using the manual process described above will be the first orders submitted into the new FairPoint Systems to ensure that inventory and other associated records will be up to date. 6.3.3.1 Normal Provisioning and Installation procedures will resume as orders are submitted into the Wisor interface. 7 BILLING 7.1 Escalation List See Escalation Lists (Section 13). 7.2 Billing Disputes 7.2.1 Pre-Cutover Release: September 19, 2008 Page 33 of 83 Last Update: January 12, 2009
  34. 34. Wholesale Cutover Communication Plan 7.2.1.1 Business as Usual 7.2.1.2 Extract data from Verizon’s billing systems will be generated starting approximately ten (10) days prior to Cutover. This extract will include all pending open claims, aging report, current historical status, all historical billing records, pending bankruptcy, current status on collection activities and the supporting documentation, and information on any outstanding Billing and Collection (B&C) issues. 7.2.2 Cutover 7.2.2.1 No activity 7.2.3 Post-Cutover 7.2.3.1 Claims and Collection Activity will begin by re-keying pending data into the appropriate FairPoint billing system. Billing disputes will continue to be emailed to the same email address that all Wholesale Customers are currently using, i.e., Wholesalebilling@FairPoint.com 7.3 Media / Format Summary: All Wholesale Customers are required to indicate their preferred billing media / format to FairPoint. The process for providing this indication is described in Accessible Letter SYS0018-08232008, which was mailed out August 23, 2008. As noted in that Accessible Letter, the deadline for notification of bill media choice was September 15, 2008. Following Cutover, Wholesale Customers may change their billing media by contacting their FairPoint Account Manager. 7.3.1 Pre-Cutover 7.3.1.1 Wholesale Customers, including Resellers, will continue to receive their bills from Verizon. All Wholesale Customers, including Resellers, must set up their FairPoint billing arrangements in accordance with the processes described below during the Pre-Cutover period. Separate processes must be followed to establish Wholesale Billing (for which FairPoint will use CDG) and resale billing (for which FairPoint will use Kenan). 7.3.1.2 Paper: Wholesale Customers will receive paper bills unless CDG was notified otherwise 7.3.1.3 Electronic: In order for a Wholesale Customer to receive Electronic Billing from FairPoint, the FTP Login Request and Site Usage Policy form must have been Release: September 19, 2008 Page 34 of 83 Last Update: January 12, 2009
  35. 35. Wholesale Cutover Communication Plan completed and returned to John Allsup at Johna@cdg.ws prior to September 15, 2008. For Wholesale Customers that returned the FTP Access form, CDG will set up a user account and contact each Wholesale Customer directly with password and login information to be used Post-Cutover. CDG will provide email notification when Billing Data Tape (BDT) files are posted. Wholesale Customers will then retrieve bills directly from the CDG website. For customers who did not meet the September 15, 2008 deadline, please contact your FairPoint Account Manager after Cutover. 7.3.1.4 CD-ROM: CDG can provide bills on CD-ROM (text document). Specific requests for CD-ROM will need to be sent directly to CDG: Johna@cdg.ws. 7.3.1.5 Direct Connection: If provisions for a direct connection have been established, CDG will issue electronic bills. Customers wanting to establish a direct connection with CDG, please contact your FairPoint Account Manager. 7.3.1.6 Cartridge: CDG does not offer cartridge as an option. 7.3.1.7 FairPoint will map the billing for Resold Services in accordance with the Table below. Note that certain Verizon formats and transmission methods are proprietary and cannot be reproduced in exact form. The Table below indicates FairPoint billing methods that correspond most closely with existing Verizon proprietary services. Current Current FairPoint FairPoint Confirmation Verizon Transmission Billing Format Transmission and Testing Billing Format Method Method Required Paper US Mail Paper US Mail No BOS BDT Connect Direct BOS BDT SFTP Yes or Connect Enterprise Bill Manager US Mail FairPoint SFTP Yes CD-ROM Electronic Billing Extract (FEBE) EDI NDM EDI NDM or SFTP Yes 7.3.1.8 Paper: Resellers currently using paper billing need not take any action in order to continue with FairPoint paper billing after Cutover. Resellers will receive paper billing unless FairPoint is notified otherwise. The default billing format for Resellers is paper billing. 7.3.1.9 BOS BDT: Resellers currently using Verizon BOS BDT via Connect Direct or Connect Enterprise must contact FairPoint on or before October 15, 2008 to arrange for Secure FTP connectivity in order to continue to receive billing in this format. Resellers choosing to continue BOS BDT billing after Cutover must Release: September 19, 2008 Page 35 of 83 Last Update: January 12, 2009

×