Networx Dar Participant Guide

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  • 1. Qwest Networx Designated Agency Representative Participant Guide This document contains information that is confidential and proprietary to Qwest Communications International, Inc. and/or its wholly owned subsidiaries. It is therefore subject to the restrictions and protections contained in 18 U.S.C. §1905, Disclosure of Confidential Information Generally, and shall not be published, divulged, made known or disclosed to any person outside the U.S. Government. Version 1.3.1
  • 2. Revision History Revision Number Revision Date Revision Description Revised By GSA Rejection Letter Dated 10-4-07 2 10-23-07 W. Carter KU-JTB-08-0054 3 01-28-08 C. Machnik 4 02-25-08 Edits, Revisions, & Proofreading C. Zaner
  • 3. Qwest Designated Agency Representative Participant Guide Table of Contents Section 1: Introduction ........................................................................................1 Purpose of the DAR Networx Training Guide...................................................1 Access to the Training Guide ........................................................................1 Section 2: The Networx Contract........................................................................2 The Networx Contract........................................................................................2 Section 3: Qwest Public Website .........................................................................3 Access the Website ............................................................................................3 “Why Qwest for Networx?” ..........................................................................3 Products and Services ....................................................................................3 Training .........................................................................................................4 Support Offerings ..........................................................................................4 Section 4: Networx Program Points-of-Contact ................................................5 Customer Support Office (CSO)........................................................................5 Customer Support Office Functions ..............................................................5 Customer Support......................................................................................5 Technical Support .....................................................................................5 Technical Access.......................................................................................5 Contractor Program Office (CPO) .....................................................................6 Networx Key Personnel .....................................................................................6 Service Assistance Methods...............................................................................7 Section 5: Products and Services.........................................................................9 Overview............................................................................................................9 Telecommunications Services .......................................................................9 Transport ...................................................................................................9 IP-Based ..................................................................................................10 Optical .....................................................................................................10 Management and Applications Services......................................................10 Security Services .........................................................................................10 Wireless Services.........................................................................................10 Product Service Level Agreements .............................................................11 Section 6: Qwest Control Networx Portal ........................................................12 Introduction to the Qwest Control Networx Portal ..........................................12 Description...................................................................................................12 Access..........................................................................................................12 Logging into the Qwest Control Networx Portal.........................................12 Homepage ....................................................................................................13 Training .......................................................................................................13 Administration .............................................................................................13 Organization ................................................................................................13 Modules...................................................................................................13 Applications ............................................................................................14 Menus ......................................................................................................14 Pages........................................................................................................14 Navigation ...................................................................................................14 Price Quote ..................................................................................................15 Ordering.......................................................................................................15 General Order Information ......................................................................16 Service Specific Information...................................................................16 i © Copyright 2008 Qwest — All Rights Reserved
  • 4. Contact Information ................................................................................16 Ordering Templates and Multiple Order Files.............................................16 Order Retention ...........................................................................................16 Order Tracking & Status..............................................................................16 Networx Order Notifications .......................................................................17 Installation Intervals & Expedites ...............................................................18 On Time Provisioning SLA is defined as: ...................................................18 Service Inventory..........................................................................................19 E-Billing.......................................................................................................19 Billing Dispute Process.................................................................................20 Billing Service Level Agreements...............................................................20 Billing Dispute Notifications.......................................................................21 Repair and Complaints ................................................................................21 Service Outage SLA ....................................................................................21 Time to Restore (TTR) SLA........................................................................21 Reports.........................................................................................................21 Data Dictionary............................................................................................22 Ad Hoc Reports ...........................................................................................23 Network Management and Monitoring Systems .........................................23 Section 7: Policy and Procedures ......................................................................24 Escalation Procedures for Problem Resolution................................................24 Fraud Prevention..........................................................................................24 Network Restrictions ...................................................................................25 Premises Safeguards ....................................................................................25 Establish Security Policies...........................................................................25 Evaluate Site Selection ................................................................................25 Conduct Risk Analysis ................................................................................25 Manage Access Control Systems.................................................................26 Coordinate Security Improvements to Qwest Properties.............................26 Section 8: Transition ..........................................................................................27 Transition Goals...............................................................................................27 Transition Strategy.......................................................................................28 Risk Management.........................................................................................29 Planning and Management............................................................................30 Qwest Roles and Responsibilities .................................................................30 Timeframes ..................................................................................................32 Ordering and Tracking through Transition ....................................................32 Transition Action Notice .............................................................................32 GO / NO-GO ...............................................................................................32 Service Order Completion Notification (SOCN).........................................32 Transition Reporting.....................................................................................32 Appendix A: Service Level Agreements (SLAs) ................................................34 Appendix B: Glossary .........................................................................................35 Appendix C: Frequently Asked Questions (FAQs).............................................39 Appendix D: Qwest's Provisioning Intervals ......................................................41 Appendix E: Qwest Control Networx Portal Notice Types & Status Codes ......42 ii © Copyright 2008 Qwest — All Rights Reserved
  • 5. Section 1: Introduction Purpose of the DAR Networx Training Guide This Designated Agency Representative (DAR) Training Guide describes the Qwest services, systems, and processes that are available under the Networx program. This guide is organized into the following sections: 1. Introduction – The purpose and organization of this guide 2. The Networx Contract –This section reviews the goals for the Qwest Networx Contract for the creation of the ‘one stop shop’ for all your informational and Operational needs 3. Qwest Public Website – Accessing the Public Website and the Qwest Control Networx Portal 4. Program Points of Contact – Defines the Program Management Office (PMO), and the Customer Support Office (CSO) 5. Products and Services – Overview of the products and services included in Qwest’s contract as well as where to find detailed product information 6. Qwest Control Networx Portal – Introduction to organization and navigation. This section covers ordering, tracking, handling complaints and trouble tickets, billing disputes, reports, and inventory management 7. Policies and Procedures – Review procedures for escalation of problem resolution, fraud prevention, and premise security 8. Transition – Description of planning and management during transition from incumbent carrier to Qwest and ordering, reporting, tracking, and timeframes through transition Appendix A – Service Level Agreements (SLAs) Appendix B – Glossary Appendix C – Frequently Asked Questions (FAQs) Appendix D – Qwest Provisioning Intervals Appendix E – Qwest Control Networx Portal Notices & Statuses Access to the Training Guide This guide is updated whenever there are changes to information contained within the material. GSA and Agencies may request a copy of the guide through the Qwest Training Organization. 1 © Copyright 2008 Qwest — All Rights Reserved
  • 6. Section 2: The Networx Contract The Networx Contract Qwest’s Networx Universal contract includes the following goals: • Service Continuity – All services to all the locations currently provided on the FTS2001 and FTS2001 Crossover contracts are included in Qwest’s Networx contract. • Highly Competitive Prices – Prices on Qwest’s Networx contract continue to be better than prices available elsewhere in the telecommunications marketplace. • High Quality Service – Qwest is a high quality telecommunications provider. Its contract includes enforceable agreements ensuring high quality service delivered throughout the term of the contract. • Full Service Providers – Qwest is fully capable of providing a broad array of services. • Alternative Sources – Qwest’s Networx contract represents a viable alternative source to other service providers. • Operations Support – Ordering, billing, and inventory management improved. • Transition Assistance and Support – Qwest’s contract includes provisions that facilitate transition coordination and support. • Performance-Based Contracts – Qwest’s contract has multiple Service Level Agreements (SLAs) for both products and performance. SLAs are an agreement that Qwest will deliver a specified service or objective at a performance level that meets or exceeds the agreed performance objectives for the service. The Networx contract is a four-year base contract with three, two-year options for a total of up to 10 years. The Networx program consists of two parts — Universal and Enterprise — designed to encourage competition. • Networx Universal - Awarded March 29, 2007 Full range of services from Voice to Managed and Security Services Qwest provides 39 services Service continuity from FTS2001 and Crossover contracts Requires national and international coverage • Networx Enterprise - Awarded May 31, 2007 Requires nine IP, Managed and security services Qwest offers 34 services National coverage/ varying international coverage 2 © Copyright 2008 Qwest — All Rights Reserved
  • 7. Section 3: Qwest Public Website Access the Website Website: www.gsanetworx.com. Qwest offers a comprehensive set of resources for government agencies via the Qwest Networx Public Website including Qwest’s redacted contract, and detailed product and service information. The Qwest Public Networx Website can be accessed from any computer with Internet access and a browser. The Website is formatted logically to ensure ease-of-use. The Homepage includes links that provide current information on the Networx program services that Qwest offers, as well as our operation and support systems, training, contract, operational and administrative data, Frequently Asked Questions (FAQs), points-of-contact (POCs), and other required contract information. Access to the Qwest Control Networx Portal, the Web-based subscriber Website, is through the Webpage. “Why Qwest for Networx?” In the “Why Qwest for Networx” section of the Website homepage, users find useful links for the Qwest Networx Contractor Program Office (CPO), pricing, and escalation information. Links provide access to Qwest Network maps, the redacted contract, news, and other related sites. Products and Services Qwest provides comprehensive product and service information on the Website for GSA’s and the agencies’ use in making decisions on which services to select. The decision-making toolset includes product descriptions, and product white papers. Government personnel can use Qwest’s Networx 3 © Copyright 2008 Qwest — All Rights Reserved
  • 8. and Website to do comparison-shopping of Qwest services versus those of other Networx providers. Agencies are provided account management team information, and ordering contact information (phone, fax, TDD and e-mail). Training Training information is available on Qwest’s Networx Website, including course descriptions, a calendar with location information, and registration links. Agency personnel can review class outlines, determine available dates, and register for classes through the Website. Additional training is available on request. Support Offerings The “Support Offerings” tab includes contact information and links for the Contractor Program Office (CPO), the Customer Support Office (CSO), escalation information, and the Account Management Teams for each agency. 4 © Copyright 2008 Qwest — All Rights Reserved
  • 9. Section 4: Networx Program Points-of-Contact Customer Support Office (CSO) Our Spirit of Service™ drives Qwest’s corporate commitment to deliver and maintain high levels of customer satisfaction and quality. The Qwest Team maintains a Customer Support Office (CSO) to deliver and maintain high levels of customer satisfaction and quality, the primary function of the CSO is to provide GSA and the agencies a single point-of-contact (POC) for answers and assistance. To Contact Qwest for GSA and agency support • Call: 1-866-GSA-NETWorx (1-866-472-6389) • FAX: 1-800-879-2804 • E-mail: federal@qwest.com • TDD access: 1-888-900-9014 Customer Support Office Functions Qwest’s Customer Support Office (CSO) is the GSA and agencies’ first point-of-contact for the following items: Customer Support Product and Services • – Inquiries from government agencies regarding services available through the Qwest Networx contract Order placement • Billing inquiries and dispute status • Training Inquiries • – Information on available training – Guidance and assistance with registration Ordering & Order Status • General Inquiries • Administrative and operational procedures • User forum conference information • Escalations • Technical Support Trouble Ticketing • – Escalates trouble tickets to Tier 2 or 3 subject matter experts (SMEs) as needed Troubleshooting • – Resolves issues and complaints – Initiates diagnostics and restoration of service Technical Access Feature Support • – Notifies the users of new services and features Supports service ordering and tracking • Supports applications • Help Desk / Application Support • – Answers questions; advises users; assists contractors, technicians or agencies in the timely resolution of issues 5 © Copyright 2008 Qwest — All Rights Reserved
  • 10. Qwest GSA Account Management Teams are part of the CSO. They are dedicated to an agency or sub-agency, providing comprehensive support for information pertaining to products, solutions, and design engineering though transition, implementation, and maintenance. Account teams work with the agencies to understand their specific requirements, implement services per their defined schedules, and provide ongoing customer support. Our Account Management Teams interact directly with the Qwest Contractor Program Office (CPO) and internal support organizations. Qwest’s Account Management Teams have established relationships with their assigned agency and are well versed in their agency’s mission objectives, enterprise architecture, budget priorities, and service needs. The Account Managers have unfettered access to Qwest’s resources, tools, and information needed to assist GSA and the agencies in making the best possible Networx decisions to meet their mission objectives. The Sales Engineer (SE) performs as the Account Management Team’s technical lead by providing telecommunications consulting, analysis, and design of Qwest’s complex products for the formulation of optimal customer solutions. The SE provides details network drawings and diagrams, recommends Service Enabling Devices (SEDs), engineering, and access design options. Contractor Program Office (CPO) The Qwest Networx Contractor Program Office (CPO) is fully dedicated to GSA and the agencies and serves as the primary coordination point and control for the Networx program. The CPO is responsible for the following: Manage the Networx program – Manages all elements of the • Networx program (scope, schedule, and cost constraints) Ensure the Smooth Transition & Implementation – Manages network management • functions (program design engineering, usage, optimization, and maintenance); ensures and enables the program culture Manage Escalations, Issues & Results – Manages risks and oversees escalation and • resolution of issues; communicates and collaborates with GSA and the agencies • Communicates and partners with GSA and the agencies Deliver Status Reports & Results – Delivers status reports and results to GSA and the • agencies Support Disaster Recovery Planning & Execution – Ensures that Qwest represents • and performs in GSA’s and the agencies’ best interests Networx Key Personnel Qwest has highly qualified Subject Matter Experts (SMEs) from throughout the company for Networx key personnel positions. The Qwest CPO, built on the strengths and core competencies of each key personnel member, collectively brings individualized expertise as industry-leading, Next Generation technology service providers. Qwest’s key personnel have the capability, authority, and accountability needed to ensure that the highest service standards are delivered to all agencies. Program Director Provides the overall direction and daily management of the Networx program for Qwest through the application of support tools and industry best practices Deputy Program Director • Directs Information Technology and applicable business groups in development, maintenance, and system administration for all Qwest Networx systems • Responsible for contract deliverables • Assists the Program Director in administration and overall management of the Networx program 6 © Copyright 2008 Qwest — All Rights Reserved
  • 11. Billing Manager • Manages the billing processes • Validates billing data • Provides adjustments for directs billing, centralized billing, and shared tenant arrangements Contracts Manager • Monitors all network activities through reports and audits to ensure contract compliance • Serves as the official Qwest representative for contract reference, interpretation, and guidance to the Qwest CPO • Reviews and obtains approvals for all contract modifications Network Manager • Serves as key representative to GSA on network management matters including capabilities, performance, and reporting • Manages network operations centers and network change management • Resolves escalations and is responsible for the root cause analysis of data included in the Trouble Management Performance Summary Report Security Manager • Provides oversight of Qwest network architecture and services to ensure compliance with security standards, policies, and procedures • Manages Security Plan, produces the Risk Assessment report, implements security risk measures and information assurance policies, and provides advice for on-going security refreshments Service Ordering Manager • Ensures the complete life cycle of service ordering from receipt of order, required acknowledgements, provisioning, acceptance, and posting of data elements into the Inventory Management system Training Manager • Develops and delivers training, registers participants, and delivers all individually tailored training for Executives, DARs, and Network Operations throughout the life of the contract Transition Project Manager • Manages all aspects of transition, including: transition schedule, customer dependencies, cross-team coordination, transition risks, transition resources, SLA tracking, and reporting related to transition Customer Support Manager • Provides customer complaint resolution, service management, escalation handling, customer satisfaction survey analysis, and risk and issue management Service Assistance Methods Centralized assistance for GSA and agencies is provided through Qwest’s Customer Support Office anytime (24 x 7 x 365) at 1-866-GSA-NETWorx (1-866-472-6389). References such as product and service information, our redacted contract, Account Management Teams and other team member contacts, escalation procedures, training information, and registration are all available through the Qwest Networx Public Website (www.gsanetworx.com). 7 © Copyright 2008 Qwest — All Rights Reserved
  • 12. Answers to questions about the Qwest Control Networx Portal, the subscriber Website, are provided using: 1-866-GSA-NETWorx (1-866-472-6389) • • Qwest Control Networx Helpdesk E-mail Portal Documentation Files accessible from a “HELP” link in the upper right corner of • most Qwest Control Networx Portal pages “Request for Assistance” links on Ordering and Pricing pages • Portal Job Aids and demonstration videos are available through the Homepage. Click • the Documentation and Training link to “Web-based training” 8 © Copyright 2008 Qwest — All Rights Reserved
  • 13. Section 5: Products and Services Overview Qwest’s Networx contract includes a comprehensive suite of services, including services that anticipate the future needs of our customers. Today, a government agency’s services may be on a wide variety of networks. Qwest’s converged network platform supports an “any access” approach to a set of converged network services. Qwest has created an architecture that supports, with effective Quality of Service (QoS) mechanisms, a full spectrum of access alternatives, including traditional Time Division Multiplexed (TDM)-based integrated access, Asynchronous Transfer Mode (ATM) and Frame Relay (FR) virtual circuits, and IP-based access convergence to our data and voice services. This is the “any access” approach. Based on a private Multi-Protocol Label Switching (MPLS) core, Qwest’s architecture already supports all of our IP-based services, including a significant percentage of our legacy Inter-Exchange Carrier (IXC) voice traffic, and integrated with our ATM and FR network, creating one environment for data, voice, and Voice over IP (VoIP) services. With a network based on leading-edge MPLS technology, new services can be added in a modular fashion at the edge. Each of these services inherits the security reliability, and other features of Qwest’s core network. Qwest fully expects to continue an evolution towards convergence of VoIP and legacy TDM platforms to provide fully integrated solutions. A full spectrum of VoIP services, providing local and long-distance services, is being fully converged with other services; including our Private MPLS network services and network-based firewall access to the Internet. Qwest provides 39 services to GSA and the agencies under the Networx contract, reflecting the move to convergence and integration. These services are categorized as: Telecommunications Services • Management and Applications Services • Security Services • Wireless Services • Telecommunications Services Telecommunications services are used to satisfy agency requirements for the secure transport of communications (e.g. voice, video, and data). Products and services included in this category are: Transport Voice Services (VS) • Toll Free Service (TFS) • Circuit Switched Data Service (CSDS) • Combined Services (CS) • Private Line Service (PLS) • Frame Relay Service (FRS) • Asynchronous Transfer Mode Service (ATMS) • Ethernet Service (ETHS) • 9 © Copyright 2008 Qwest — All Rights Reserved
  • 14. IP-Based Network-Based Internet Protocol Virtual Private Network Service • (NBIP-VPN) Voice over Internet Protocol Transport Service (VoiPTS) • Internet Protocol Service (IPS) • Premises-Based Internet Protocol Virtual Private Network Service • (PBIP-VPNS) Content Delivery Network Service (CDNS) • Converged Internet Protocol Service (CIPS) • Internet Protocol Telephony Service (IPTelS) • Layer 2 Virtual Private Network Service (L2VPNS) • Optical Synchronous Optical Network Service (SONETS) • Optical Wavelength Service (OWS) • Dark Fiber Service (DFS) • Management and Applications Services Management and Applications Services address the agency’s need for services that are directly associated with, and add value to, the delivery of telecommunications services and solutions. These include: Video Teleconferencing Service (VTS) • Managed Network Services (MNS) • Customer Specific Design and Engineering Service (CSDES) • Audio Conferencing Service (ACS) • TeleWorking Services (TWS) • Call Center/Customer Contact Center Service • Web Conferencing Service (WCS) • Dedicating Hosting Service (DHS) • Collocated Hosting Service (CHS) • Storage Service (SS) • Security Services Security solutions and management services include: Managed Firewall Service (MFS) • Intrusion Detection and Prevention Service (IDPS) • Managed Tiered Security Service (MTSS) • Anti-Virus Management Service (AVMS) • Managed E-Authentication Service (MEAS) • Vulnerability Scanning Service (VSS) • Incident Response Service (INRS) • Secure Managed E-mail Service (SMEMS) • Wireless Services Cellular/PCS Service (CPCS) • Multimode Wireless LAN Service (MWLANS) • Detailed specific product information is available through the Public Website at www.gsanetworx.com Product Tab and/or Redacted Contract → Universal or Enterprise → Volume 1→ By Product Name. 10 © Copyright 2008 Qwest — All Rights Reserved
  • 15. Product Service Level Agreements Service Level Agreements (SLAs) are in place to ensure high performance and quality levels. This is an agreement that the Qwest will deliver a specified service at a performance level that meets or exceeds the agreed performance objectives for the service. The SLA also specifies the measurement approach and the type and amount of credits that the government is entitled to receive if the performance level could not be met. All products have “service-specific” SLAs. Examples of Product SLAs are: • Availability • BER (Bit Error Rate) • GoS (Grade of Service) • Jitter • Latency • Response Time • Notifications, outage notifications, incident reporting (for Security Services) Examples of Targets: • Availability: > 99.5 to 99.999% • BER (Bit Error Rate): < 10-13 • GoS (Grade of Service): Varies • Jitter: < 10 ms • Latency: < 100 ms • Response Time: 30 minutes to 24 hours • Notifications: 30 minutes to 24 hours Detailed specific product SLA information is available through the Public Website at www.gsanetworx.com Redacted Contract→ Universal or Enterprise→ Volume 1 Technical→ By Product Name. 11 © Copyright 2008 Qwest — All Rights Reserved
  • 16. Section 6: Qwest Control Networx Portal Introduction to the Qwest Control Networx Portal Description The Qwest Control Networx Portal provides “one-stop shopping” access to service life cycle events, from price quotes to service acceptance, continuing through repair to service performance management. The Qwest Control Networx Portal is easy to navigate to find the desired information with simple point-and-click menus. In addition, the reporting tool used on the Qwest Control Networx Portal, Actuate e-Reporting, is flexible, reliable, and secure. The following tasks are performed in the Qwest Control Networx Portal: • Manage user creation and authorization • Create reliable service price quotes • Place orders and track order status • Update or cancel uncompleted orders • Expedite order processing • Upload order files for bulk or multiple orders • Review, pay, or dispute billing • Monitor network health • Initiate and manage trouble/complaint ticketing • View and verify inventory • View, filter, and sort required reports • Perform ad hoc reporting against the Networx billing and inventory database Access To access the Qwest Control Networx Portal, the user is required to have an account username and password and a browser connected to the Internet. No other client software is necessary. The Qwest Control Networx Portal secure access is through the Qwest Networx Public Website (www.gsanetworx.com). Logging into the Qwest Control Networx Portal Logging into the Qwest Control Networx Portal is quite simple. Access the login screen at the Qwest Networx Public Website using the following link: www.gsanetworx.com. At the first login screen, enter the User ID and password assigned by 1. From the Login screen, enter the User ID 2. Enter the Password 12 © Copyright 2008 Qwest — All Rights Reserved
  • 17. 3. Click the “Log In” button If you are authorized, but are experiencing trouble logging in, you may: Send an e-mail to the CSO using the e-mail link on the Login Page • Call the CSO at 1-866-427-6389. Select option 5, and then option 1 • Homepage After successfully logging into the Qwest Control Networx Portal, the first screen displayed is the “Home” screen. Announcements, policies, service- affecting fault notifications, help, and feedback links are found on the opening Home page. From this page, you can navigate to other functions via Function links for Ordering, Services, eBilling, Repair, Reports, and Administration. Training Portal Job Aids and demonstration videos are available through the Home page. Click the Documentation and Training link to “Web Based Training.” Administration Profiles based on government-provided data and authorizations for each user determine access privileges to the Qwest Control Networx Portal for ordering, fault management, performance data, transition status reports, billing, and other applications. These profiles determine what functions a user may be able to access for their AHCs. GSA or DAR Administrators determine the level of access for each employee within the Qwest Control Networx Portal, The screens you have access to will depend on your authorization level and may not include every function or all products. Users can update, enable, and disable end users at any time. Examples of Access levels are: Administrative rights to grant permission to other users • Create, submit and status orders • Create, submit and status trouble (repair) tickets • Create, submit and status complaints • Create, submit and status bill disputes • Create and view reports • Pay bills • View and manage inventory • View access to all the functional areas including statuses • Portal users are established after Qwest is selected as a service provider. After the initial user establishment, GSA or agency DAR Administrators will be able to perform administrative functions in the Qwest Control Networx Portal or request the CSO assistance with them. Organization The Qwest Control Networx Portal is organized into the following logical groupings: Modules are the highest level of organization within the system. Each module represents a general grouping of applications for a specific purpose, such as Ordering, Services, eBilling, or Repair. The modules you can access appear at the top of every page in the dark blue tab. 13 © Copyright 2008 Qwest — All Rights Reserved
  • 18. Applications are independent applications within each module. For example, within the eBilling module, there are three applications: View eBill, Bill Dispute, and File Reports. When you select a module from the upper (dark blue) navigation bar, the applications associated with that module appear in the lower (light blue) navigation bar. Menus organize the screens within each application into logical groupings. When you select an application, its associated menu appears beneath the application name. Menus may have more than one screen associated with them. In such cases, moving the mouse over a menu item causes a list of its screens to appear. Clicking a menu name takes you to the first screen associated with that menu. Pages are the lowest level of organization in the system. Pages allow you to access the information you need and quot;drill downquot; to see details. You can use pages to enter the information necessary to manage and configure your service components, work with eBills, generate reports, and create trouble / repair / complaint tickets. Navigation While the Qwest Control Networx Portal functions can be accessed using a mouse to “point-and- click,” the system has been designed so that you can navigate the GUI (Graphic User Interface) using only your keyboard. The list below briefly describes the keys you can use: Tab - Pressing the Tab key shifts the focus (i.e. highlights) from item to item on the current page. When you have an item highlighted, the Enter key or Spacebar will select that item. This works just like a mouse click, so you can navigate Networx effectively without using a mouse. Ctrl-Shift-B - This combination of keys sets the focus of the page to the “Logout” link in the uppermost navigation banner. Ctrl-Shift-H - This combination of keys sets the focus of the page to the “Home” item in the top horizontal navigation bar. Ctrl-Shift-V - This combination of keys sets the focus of the page to the first item in the current module's menu bar. Ctrl-Shift-F - This combination of keys sets the focus of the page to the page footer. Ctrl-Shift-C - This combination of keys sets the focus of the page to the primary element of the page body. . In addition, the portal uses several indicators: * Indicates a required field entry. X Indicates incomplete or invalid information. √ Indicates complete and/or validated information. Hint: When entering data click outside the field for processing. Selecting the “HELP” link on a screen will take you to documentation about that screen and the functions available from it. For example, selecting HELP from the Ordering Tab/Product Catalog takes you to a description of the Product Catalog with links to job aids for Create a Quote, Create an Order, Download the Ordering Template and Upload an order file. 14 © Copyright 2008 Qwest — All Rights Reserved
  • 19. Each page has a link for “Request Assistance” button. This will generate an e-mail request to the Customer Support Office for assistance in resolving problems, for example adding a new location for a service request. You may choose to call the CSO at 1-866-427-6389, select option 5, and then option 1 for assistance. Price Quote Price Quotes are obtained in several ways: 1. Qwest Control Networx Portal (available only to Qwest Networx users) 2. GSA Networx Pricer (available to public) 3. GSA Networx 10 Year Pricer (available only to agencies) 4. By contacting Qwest Account Managers or via Task Orders Price quotes created in the Qwest Control Networx Portal pull information from the same database of Contract Line Identification Numbers (CLINs), Product Build and Rate sets as ordering, billing, and inventory systems to ensure consistency. The portal presents screens to the user in a product- specific wizard-driven format to insure the service is configured correctly. When sufficient information to price the service is entered, a quote is created. Many services are priced immediately on line. If a quote includes elements priced on an Individual Case Basis (ICB) users have the option to submit the request for pricing. A notification is sent once the pricing process is concluded. Many products require accurate location information for pricing. The Qwest Control Networx Portal validates network site codes and addresses with both the USPS and Telcordia CLONES database. If no exact match is found, near matches are suggested. Price Quotes may be saved and recalled later to be reconfigured and re-priced. A quote is valid for the contract year in which it is created. The quote can be downloaded for reference. If desired, the saved price quote may be “promoted” into an order and submitted for fulfillment. Ordering All Networx orders will be placed in the Qwest Control Networx Portal. For simple orders, an agency representative may choose to place the order in the portal themselves. For complex orders or users who choose not to order online, the CSO will provide assistance. Qwest’s sales and engineering account team will define, validate, and submit a technical solution to the agency for more complex configuration inquiries. After reviewing the proposed solution, the agency can issue its request for service via Qwest Control Networx Portal, telephone, fax or e-mail. Qwest ensures that all orders accepted (whether through Qwest Control Networx Portal or by other means) come only from an authorized DAR or contracting officer. The service ordering and provisioning process also applies to sensitive but unclassified, classified, domestic and non-domestic data transport services. Qwest personnel having the appropriate government clearances to perform these functions process classified orders within Qwest’s controlled area. The Qwest Control Networx Portal will validate information provided by the order originator to insure accurate service establishment. Some user/agency information will be retained in the portal and will be added to each order automatically. Orders require the following information: 15 © Copyright 2008 Qwest — All Rights Reserved
  • 20. General Order Information Agency Hierarchy Code • Centralized or Direct Billing • Customer Account Number • Purchase Order Number and/or Agency Request Number (if required by • your agency) Desired Due Date (See Appendix D for Networx Intervals) • Service Specific Information Location addresses • The Qwest Control Networx Portal validates addresses with both the USPS and Telcordia CLONES database to determine Network Site Codes (first 8 characters of a Common Language Location Identifier (CLLI) code). If no exact match can be found, near matches are suggested Valid Service Configuration • Valid Service Options • Contact Information Main Contact – the individual originating the order request. • Notification Contact • Originating Location Government Contact (OLGC) • Terminating Location Government Contact (TLGC) • Billing contacts – are established when the billing account is established. • Technical Contacts – as needed. • Proactive Notification Contact –a location contact required for repair and troubleshooting • purposes. Ordering Templates and Multiple Order Files Qwest Control Networx Portal provides an online ordering template with required service specific information for individual and bulk orders (MOF-Multiple Order Files) with instructions for completion and submission. Order Retention Qwest maintains and retains all data types, including electronic mail and adjustment data, hard copy, letters, memoranda, ordering data and other data pertaining to the ordering of contract services during the life of Qwest’s contract and for 10 years from contract termination or expiration. Order Tracking & Status The Qwest Control Networx Portal stores all ordering and acknowledgement data online. This allows agency end users to search, filter, and download data elements related to their ordering activities. Qwest Control Networx Portal also provides a search menu so that end users can find their specific orders quickly. For example, Qwest Control Networx Portal has functionality to allow end users to search and filter by request ID, addresses, status, order date, transition project number and/or purchase order number. Through the Qwest Control Networx Portal, authorized users access a comprehensive and precise inventory of all Qwest Networx services provided to GSA and the agencies. Through this interface, the government can use inventory data to make queries, perform periodic downloads as needed for audits and billing verification, as well as other government program management purposes. Move, Add, Change and Delete requests are originated from Service Inventory items. 16 © Copyright 2008 Qwest — All Rights Reserved
  • 21. After a service is ordered in the Qwest Control Networx Portal, a unique database sequence is created and assigned a “Service Instance” identifier. The Unique Billing Identifier (UBI) is created during the order and stays constant throughout the life of the service. It flows from ordering through inventory to billing, providing referential integrity throughout these Qwest systems. Qwest uses a smart key (Service Instance ID) to insulate the UBI from any changes to underlying data elements. For example, if an Automatic Number Identification (ANI or telephone number) was used as the Service Instance ID and later the area code changes, the historical continuity of the identification is lost. In contrast, Qwest’s UBI would have stayed the same. The Qwest Control Networx Portal has the ability to list all inventory items including Service Enabling Devices (SEDs) by service type. This includes all network ports, circuit identification data, Unique Billing Identifier (UBI), and telephone numbers. Networx Order Notifications When Qwest receives an order in the Qwest Control Networx Portal, notifications are sent to the order originator at various service delivery process stages. Order Receipt Acknowledgement (ORA) When Qwest receives an order in the Qwest Control Networx Portal, an Order Receipt Acknowledgement (ORA) is generated within 24 hours and sent to the agency via e-mail or the agency-specified media for acknowledgement. Portal Status Code: R Order Rejection Notification (ORN) Qwest cannot process the order and we are rejecting back to the agency. Qwest will contact the agency one business day after determining the order is invalid. If the agency does not respond in five business days, a rejection can be sent. Portal Status Code: J Service Order Confirmation (SOC) The Qwest CSO validates the service order and, unless there is an error with the order, Qwest delivers the Service Order Confirmation (SOC) to the agency within 5 business days. The SOC contains the order number(s) used to track the service as it is being provisioned. This will include order details: Network Inventory Code, Unique Billing Identifiers, and Contract Line Identification Numbers (CLINS) associated with the service request item. Portal Status Code: C Firm Order Commitment Notice (FOCN) Qwest service has committed to a service delivery date. This is dependent on service type and configuration and may require a firm order commitment from a local loop provider if Qwest is to order access. Portal Status Code: P Service Order Completion Notification (SOCN) Qwest has completed the service order and is ready to turn the service over to the customer. The SOCN is sent within 24 hours of order completion. The SOCN contains Network Inventory Codes, Unique Billing Identifiers, Circuit IDs and every CLIN associated with the service. The data elements for required to verify the correct CLIN has been used are included whether the CLIN is priced, the price is zero or the item is not separately priced (NSP). The SOCN closure initiates two processes: 1. Notification to the agency that Qwest has completed the provisioning of the service ordered. 17 © Copyright 2008 Qwest — All Rights Reserved
  • 22. 2. Initiation of a three business day window in which the agency must decide to accept or reject the service, based upon their performance testing. If rejected a Trouble Ticket is opened. Portal Status Code: I After Order Acceptance The service order is completed, accepted by the end user and billing has begun. Portal Status Code: A Installation Intervals & Expedites Routine orders and Class B expedited orders with originating and terminating SWCs (Serving Wire Centers) that are in the Continental United States (CONUS) are completed within the provisioning intervals defined in Appendix D. The provisioning interval for orders is measured in calendar days from the service order confirmation date to the completion date. For orders for which a provisioning interval is not defined, including services with originating or terminating SWCs that are either US states and territories outside the Continental US (OCONUS) or Non-Domestic (International), the completion date will be less than or equal to the firm order commitment date on the Firm Order Commitment Notice. Class A expedited service is implemented when the ordering agency requires priority provisioning for National Security / Emergency Preparedness (NS / EP) circumstances or other circumstances in which the Telecommunications Service Priority (TSP) system is invoked. This process is in place today. If the request is a Class B expedite, there is an expedite fee. If Qwest does not meet the expedited service provisioning interval as outlined in Appendix D, we do not charge the expedite fee. We will charge the fee if the customer cancels an expedite order after we send SOC (Service Order Confirmation) at the beginning of the provisioning process. See the Order Notification section below for additional information on notifications. Detailed specific installation interval information is available through the Public Website at www.gsanetworx.com in the Redacted Contract→ Universal or Enterprise→ Volume 2 Management→ Service Ordering→ 3.9.8.1 &2. On Time Provisioning SLA is defined as: Complete the order within the provisioning intervals (See Appendix D) • When the above does not apply the performance objective defined by Firm Order • Completion (FOC). For project orders, performance objective is based on the baseline completion dates in the Service Delivery Plan or the Transition Project Specific Plan. 18 © Copyright 2008 Qwest — All Rights Reserved
  • 23. Service Inventory The Services tab Inventory Summary screen provides a list of Product and Service Components. New services are added to the inventory within 24 hours of government acceptance of the Service Order Completion Notification (SOCN). Here you can filter the Inventory Summary List by location, Agency Hierarchy Code, Service type, Dates and other options to create downloadable customized lists. The Inventory Management tab can be used to Initiate Move, Add, Change and Delete orders, Repair tickets and view details for individual services. The Service Details page for each service instance includes status, Circuit IDs, Network Codes, Locations, Service Configurations, Billing CLINs and associated prices, and last order activity. Inventory Snapshot Reports are created each month as of the date the invoices are created and can be used for reconciliation purposes. These inventory records will be archived after three months. The Provisional Inventory screen allows access to information for services that have been installed but not accepted by the government. The Network Maps for selected products show specific services, status and links to repair information In the Services tab. Managed Network Services reports and status information can be accessed through this section of the portal. E-Billing Qwest’s billing system provides authorized GSA and agency users with quick, secure access to current billing data through a choice of Qwest Control Networx Portal or a toll-free call to the Qwest Customer Support Center. The eBill Manager in the portal allows authorized agency users to view current invoices as well as invoices from the previous 18 months. These electronic invoices contain the same information as paper invoices. Authorized agency users can also utilize eBill Manager™ in the portal to create, submit, and review billing inquiries or disputes, as well as to download billing data, and review billing reports. The billing platform has a flexible billing format to provide invoice detail as a Single Detail billing file, Invoice File, Dispute File. Adjustment File or Paper invoice in the formats such as Actuate, Word, Excel, ASCII, e-mail, CSV, or any other format as required. 19 © Copyright 2008 Qwest — All Rights Reserved
  • 24. Billing Dispute Process Qwest employs a rigorous pre-invoice audit process to ensure that its invoices are accurate. Qwest’s pre-invoice auditing process reduces agencies’ billing management costs by proactively identifying and removing potential billing errors before invoice issuance, thus preventing government costs associated with billing dispute and resolution processes. If an agency has a billing question or identifies a billing error, a bill inquiry request is submitted via phone, E-mail, fax, CD-ROM, DVD-ROM, and file server. The Qwest Control Networx Portal enables an agency to enter new disputes and to view, track, download or print existing disputes that apply to that agency only. Customer Support Office representatives manage all billing questions and disputes. Within one day of submission of the billing inquiry or dispute, a receipt acknowledgement (including a unique identifier used to track the inquiry through resolution) is provided to the originator of the dispute, and within three business days of resolution, the originator receives a resolution confirmation. Qwest will resolve all adjustments of $15,000 and less within 30 days of submission. Adjustments greater than $15,000 will be resolved within 60 days of submission. In addition, Qwest maintains a monthly contractor dispute file that details all disputes opened during the month, all resolved disputes, and the remaining open disputes. Qwest will send this file in various formats, including CD- ROM, DVD-ROM, file server, and E-mail server, as well as through our secure Qwest Control Networx Portal (as mutually agreed-upon by Qwest and GSA). Billing Service Level Agreements Service Level Agreements are in place for: • Billing Files Error Free • SOCN (Service Order Completion Notification) is sent for each order • Detail Billing File is consistent with SOCN • Correct Price • No duplicate Detail Billing File Records • No Detail Billing File record charges over 90 calendar days after service rendered 20 © Copyright 2008 Qwest — All Rights Reserved
  • 25. Billing Dispute Notifications Dispute Receipt Acknowledgement – When a dispute is opened in the portal, receipt notification is sent by e-mail to the originator within 24 hours. Dispute Resolution Confirmation – Resolution confirmation is sent by E-mail within three days after the dispute is closed. Repair and Complaints GSA and agencies may submit trouble and complaint issues through various means, including 1- 866-GSA-NETWorx (1-866-472-6389), Qwest Control Networx Portal (www.gsanetworx.com), e- mail, and fax. Trouble tickets are also generated when the Qwest monitoring systems alarm and generate a trouble ticket. Electronic notifications are sent to the agency’s Point-of-Contact (POC) as changes occur and status information will be available 24 x 7 x 365 in the Qwest Control Networx Portal and through the CSO. For an open Telecommunications Service Priority (TSP) trouble report, the Qwest CSO supplies updates, unless otherwise requested, to status every hour For non-TSP, the CSO provides status updates every two hours. Agencies can review at any time, through the portal or by contacting the CSO, a complete history of a trouble or complaint. The history includes the time reported, the agency that reported it, the service affected, the service’s Unique Billing Identifier (UBI), the root cause of the problem, the resolution action, the time it was resolved, and the time the record was closed out. The Qwest Control Networx Portal also allows Networx customers to query, sort and download trouble and complaint records by any specified field. Qwest maintains an archive of Repair reports, as required, in the Report module. Service Outage SLA is: The performance objective is that there shall be no loss of service availability (outside of • scheduled maintenance agreed to by the customer) during the calendar month. Time to Restore (TTR) SLA is: • Four hours or less without a dispatch • Eight hours or less with a dispatch Reports Qwest’s globally accessible Qwest Control Networx Portal provides updated reports pertinent to the Networx program. Using easy navigation, the Reports tab provides numerous categories from which to choose report generation. In addition, all of the reports and billing files feature search capabilities, Table of Contents, and/or ad hoc functionality. Automatic reporting tools allow the user to discover trends using filters, sorting and grouping of queried data to produce custom-formatted data available via a variety of delivery methods. Reports may be formatted in CSV, ASCII Text Tab delimited, ASCII Text Fixed Record, XML, Microsoft Access 2002, Microsoft Excel 2002 or other mutually agreed formats. 21 © Copyright 2008 Qwest — All Rights Reserved
  • 26. Report media options include paper, CD-ROM, DVD-ROM, Magnetic Tape, File Server, and e-mail. The following standard reports are among those available: Administrative Transition Reporting • • Networx Subscriber Website Transition Inventory Data • List of Authorized Users Weekly Transition Planning • User Forum Issue Report Report • • Candidate Locations Weekly Transition Execution Optimization Report Report Ordering Performance Inventory Reporting • • New/Prospective Business Inventory Ad Hoc • Information List Monthly Inventory • Management Systems Report New Orders Information List • Order Processing Performance Report Billing/Finance Reports Network Performance • • Direct Billed Agency Report Product Specific Performance • Reports Direct & Centralized A/R • Aging Delinquency Report Agency Specific SLA Monthly • Compliance Report GMS Fee Reconciliation • Report Trouble Management • Summary Report Semi Annual Tax Report • • Trouble Management Incident Contractor Open Disputes Performance Report Report • • Data Traffic Report Billing Dispute Ad Hoc • • Data Traffic & Usage Ad Hoc Monthly Financial Status Report Report Data Dictionary Qwest’s Data Dictionary Packages consist of a Data Dictionary for each product, billing, and ordering files. The Data Dictionaries describe how the government's logical file and data elements map to Qwest has required file and its elements. They include sample data for each required file, a mapping specification for each of the government's logical files and their data elements, instructions for changes, and additional descriptive information. The Packages also identify the format of each element and a translation of all code values for all data elements. All codes reflect the current lists of values that may change because of contract modifications. At the time of a government-originated potential contract change, Qwest determines the impact on such data elements as the Networx Inventory Code or Qwest-generated fields as the Unique Billing Identifier (UBI). If specific values or coding schemes are added or changed, they are reflected in the generation of the updated dictionary and sample test files. Updated Data Dictionary Packages and associated sample files are delivered to the government’s contracting office for review and comment. Data Dictionaries will be available to authorized users in the Qwest Control Networx Portal. In addition, historical billing information is posted to the Qwest Control Networx Portal. 22 © Copyright 2008 Qwest — All Rights Reserved
  • 27. Ad Hoc Reports The Ad Hoc Reporting tool is a user-friendly, flexible feature in the Qwest Control Networx Portal. The tool enables the agency user to select customer accounts, service ordering, billing, inventory, and other data by choosing a set of fields from which to design reports. Using the Qwest Control Networx Portal, agencies are able to select, sort and filter data. Reports can be generated in Microsoft Excel, Adobe Acrobat (PDF), and CSV. Agencies may also save these ad hoc reports as templates so new data is easily run against the templates without having to create the same ad hoc job each month. Network Management and Monitoring Systems The Qwest Control Networx Portal provides configuration management and fault management information that combine to track performance metrics. Monitoring and management capabilities are available through the Qwest Control Networx Portal or through secure protocols from our servers to the agency if the agency requests this. Configuration Management The Qwest Control Networx Portal provides network configuration information. Fault Management The Qwest Control Networx Portal provides network fault information. Capabilities will include: • Real-Time Access. Networx customers can obtain the latest information regarding network faults . • Policies and Contact Information. Both government and internal escalation policies and contact information are developed through the CPO and available via Qwest Control Networx Portal. • Notification and Status Updates. Qwest will notify the GSA and affected agencies of faults, restoration updates, and impacting level. Trouble tickets that reflect outages on the Qwest network switches or facilities, or isolations from full service, are included in the Qwest Control Networx Portal. Qwest will provide status updates that describe activities taken to restore service in Qwest Control Networx Portal. Included in the trouble tickets are any issues or concerns about catastrophic events; e.g. fire in a transport site or any service-affecting concerns that may be from a Qwest teaming partner or vendor. • Estimated Time to Repair. Estimated time to repair is provided when possible along with whether the circuit is TSP or non-TSP. This information is posted on the trouble ticket(s) within the Qwest Control Networx Portal. 23 © Copyright 2008 Qwest — All Rights Reserved
  • 28. Section 7: Policy and Procedures Escalation Procedures for Problem Resolution Qwest places a high priority on the timeliness and quality of our repair process. We are committed to achieving the GSA Repair SLAs of four hours for non-dispatched issues and eight hours for issues requiring dispatched technicians. If, however, unexpected events occur, then our employees work with the government customer to resolve the issue in a timely manner. Qwest will also initiate internal escalation processes whenever our service response is not meeting our contract commitments. We will keep the agency customer fully apprised of the status until the problem is resolved. Additionally, at any time, GSA and agency customers can check the progress of their trouble report or complaint through the Qwest Control Networx Portal or CSO using the trouble ticket identifier, and may choose to escalate the problem to a higher-level manager on the Qwest Team. To facilitate this, Qwest provides the contact names of all Account Management Team members, as well as Escalation POC lists, through the Qwest Public Website (www.gsanetworx.com). Agencies can use the external escalation process summarized below to resolve issues. • Initial Report Agency support specialists obtain all pertinent information and open a complaint reference tracking number. Most issues are corrected to the agency’s satisfaction at this level • First Level Escalation – CSO Manager If the initial report of the problem has not achieved resolution or customer satisfaction, the agency may choose to escalate to the CSO manager for updates or to request expedited assistance • Second Level Escalation – Deputy Program Manager The agency may enlist the involvement of the Deputy Program Director who may initiate analysis. Internal escalations may be involved with continual status reporting to the customer • Third Level Escalation – Program Director Escalations can be made directly to the Program Director, who will ensure that program management staff and support personnel are fully briefed and action plans are in place • Fourth Level Escalation – Senior Vice President The agency may choose to contact the Senior Vice President (SVP) of Qwest Government Services now. Our executive management team is fully committed to resolving all complaints to the customer’s satisfaction • Fifth Level Escalation – Executive Vice President Qwest’s Executive Vice President becomes involved in resolution of the reported customer concern, bringing all possible support to immediate resolution of the complaint Fraud Prevention 7 x 24 x 365 Fraud Operational Center 24 © Copyright 2008 Qwest — All Rights Reserved
  • 29. Qwest operates a 24 x 7 x 365 fraud operational center staffed with analysts trained to detect suspected fraud or abuse on services interconnected to Qwest facilities. Our fraud services include continuous real time call analysis based on unique rules and thresholds designed to identify fraud or abuse. Qwest’s fraud systems offer analysis for international, Caribbean, toll-free, domestic, call suspense, and unbilled toll activity to identify and review with GSA and agencies possible usage anomalies or trends that may indicate fraud or abuse requiring action by GSA or the agency. For example, GSA or the agency may need to make necessary changes or corrections within their premises equipment to safeguard them. Qwest collaborates with GSA and the agencies, working to implement necessary network solutions that will address any fraud exposure. The Qwest Fraud Management Program regularly assesses current strategies, fraud system performance, and prevention solutions related to fraudulent trends. We do this not only on the Qwest network, but also on those around the industry that will us to implement potential safeguards to minimize fraud exposure to Qwest customers. Qwest’s state-of-the-art fraud system is continually updated and enhanced to remain efficient and effective in fraud detection. The Qwest fraud management team, as necessary, can rapidly change key thresholds within the system parameters to account for potential emerging threats or trends. Any changes are instantly integrated and call analysis of the new thresholds start immediately. “High Risk” Calling Patterns Qwest’s fraud systems focus is on obvious “high risk” calling patterns and abnormal usage trends that may indicate suspected fraud or abuse. As part of our fraud system, Qwest segregates out international, Caribbean, toll-free, domestic, and unbilled toll. In addition to real time calling analysis, it reviews daily amounts of calls and minutes that establish a customer’s historical profile. When there is a significant variance in the normalized traffic for that customer, Qwest will work with that customer to advise and/or resolve the issue. Network Restrictions Qwest may also implement necessary network restrictions involving know fraud entities without affecting customers. These preventative steps are implemented to protect Qwest customers against abuse. Premises Safeguards Establish Security Policies Qwest’s Physical Security group establishes security policies, manages access control systems, and coordinates security improvements to Qwest properties. Evaluate Site Selection Physical Security evaluates each prospective facility site and completes a site survey in order to assist real estate and construction in site selection. The site survey focuses on the types and levels of potential threats, the criticality of the site, and other factors that impact security. Conduct Risk Analysis Once a site has been selected, Physical Security performs a formal risk analysis and makes recommendations on site design, perimeter physical security measures, and the installation of appropriate electronic security systems. 25 © Copyright 2008 Qwest — All Rights Reserved
  • 30. Manage Access Control Systems Qwest employs a mature, process-based risk assessment approach to ensuring that logical and physical security controls are in place and are appropriate for our computer centers, network operations centers, secure operations centers, CyberCenters™, and other Qwest facilities. Coordinate Security Improvements to Qwest Properties Qwest ensures that, throughout the life of its contract, all Networx components software have current security updates and patches for all known security vulnerabilities. 26 © Copyright 2008 Qwest — All Rights Reserved
  • 31. Section 8: Transition Transition Goals The Qwest transition methodology is structured around the following four areas: planning and management, transition cutover, transition inventory, and communication and reporting. Our transition goals are outlined in the following table: Goal/Objective Qwest’s Transition Approach • Transition Plan Structured for Service Continuity • Parallel operation where possible) • Hot cutover process defined and used only when required • Service-specific Acceptance process defined • Use of pilot test sites where applicable • Risk Mitigation Plans Enforced • Rigorous site prep and readiness Service validation prior to cutover Continuity • Test and validate Cutover plan steps prior to first cutover • Test and validate Fallback process steps prior to first cutover • Test and validate end-to-end service verification process steps prior to first cutover • Transition Management ensures sufficient bandwidth for failover • Transition Management ensures sufficient bandwidth for cutover • Transition to stable, reliable Qwest network • Ensure SLA compliance across all offered services • Network monitoring and fault management ensure highest levels of High Quality service Service • Qwest Tier 3 subject matter experts provide high quality technical support • Supplier relationship ensures Qwest preferred status for support (e.g. Cisco Gold Partner) 27 © Copyright 2008 Qwest — All Rights Reserved
  • 32. • Qwest uses qualified subcontractors and suppliers to provide the full suite of Networx services • GSA will experience seamless end-to- end service transition regardless of Qwest team or subcontracting partner involvement • The Transition project team will include Full-Service Vendor representation from all involved subcontracting partners • Subcontractors will provide transition services under Qwest direction • Subcontractors will use Qwest reporting systems to ensure all relevant information is presented in a uniform way • Qwest’s transition support resources include: • Experienced professional project managers • Experienced professional project coordination and project administrative support • Experienced professional field forces to perform site surveys, inventory and Transition Assistance installations and Support • Experienced professional network managers to ensure capacity and quality • Experienced engineering and network design • Experienced customer support office for order management • Executive level governance to ensure highest levels of transition support Transition Strategy The overall strategy of transition is summarized in the image below. These four steps ensure that the government or agency and Qwest understand what will take place, when it will happen, and how to make the next time better. 28 © Copyright 2008 Qwest — All Rights Reserved
  • 33. The Qwest approach to transition in the Preliminary Transition Management Plan (PTMP) is to detail and achieve the GSA or agency vision as shown in the graphic below: This includes provisions for effective facilitation of transition coordination and support so that transitions can occur in a timely and efficient manner. The PTMP will define the tasks necessary for the detailed planning and execution of the Networx transition implementation. Qwest’s transition approach detailed in the PTMP is designed to implement and transition networks successfully, with minimum risk and minimum impact on various agency organizations, personnel, and subscribing communities. See risk management graphics below. Risk Management The Preliminary Transition Management Plan (PTMP) will provide the framework for developing the final Transition Management Plan (TMP) and when required, the development of Agency- Level Transition Plans (ALTP) and/or Transition Project Specific Plans (TPSPs). The TPSP will also describe, if applicable, the plans to meet special technical requirements such as direct station-to- station dialing and private calling plans. 29 © Copyright 2008 Qwest — All Rights Reserved
  • 34. Planning and Management Planning and management within transition includes: • Identifying clear roles, responsibilities and authority • Identifying the size, scope, and complexities of each transition • Developing transition plans and schedules • Implementing a clear communications plan that ensures a partnership approach to achieving the transition activities All planning and transition management activities will be documented in the Transition Management Plan (TMP), developed, and submitted by Qwest. The Qwest Networx staff will use the TMP for all transition activities for all services, provisioned and non-provisioned, provided by Qwest. Qwest Roles and Responsibilities The Qwest Transition Team is structured to ensure that all designated services are transitioned in a transparent fashion in coordination with GSA and each affected agency. In the chart below, the roles and responsibilities of each level of the Qwest Transition Team are defined. Roles Responsibilities • Executive transition oversight Government Services Leadership Team • Overall program execution and compliance Qwest • Program and Transition Reporting to GSA and Agency Program Program Office Manager • Transition oversight • Overall responsibility for successful execution of transition project portfolio • Develops Agency Level Transition Plan (ALTP) and Transition Project Specific Plan (TPSP) formats and ensures government acceptance of ALTP and TPSP prior to start of transition activities • Coordinates resources allocation across all teams • Identifies new teaming arrangements or vendor support Transition required for specific transition activity Program • Manages transition risks and escalations Manager • Provides direct reporting to the Qwest Program Manager and Agency Transition Manager on project plans, issues, risks, and priorities • Provides Transition SLA tracking and reporting to Program Manager and Agency Transition Manager • Coordinates project plans and priorities with the incumbent provider, subcontractors, and local access providers 30 © Copyright 2008 Qwest — All Rights Reserved
  • 35. Roles Responsibilities • Leading a team of Transition Project Managers and Support Specialist • Maintaining transition schedules for assigned customers • Responding to escalations from the agency, LGCs (Local Government Contacts), and the Transition Project Managers • Receiving daily and weekly updates to tasks assigned Sr. Project to Project Managers Manager • Coordinating and escalating transition issues and/or risks for assigned Projects • Preparing consolidated SLA Deviation Logs for Transition Outages and Transition Schedule Adherence • Provide direct reporting/status to Agency Transition Manager Develop and Maintain Qwest Transition Office at the regional level • Prepares agency- specific ALTP and TPSP, including project schedule, project dependencies, resource loads and other inputs for assigned transition projects • Executing the transition as documented ALTP and/or TPSP • Maintaining transition schedules for assigned customers within the region(s) Project • Receiving/communicating daily and weekly updates to Manager the tasks assigned to team • Coordinating and escalating transition issues and/or risks for assigned projects • Preparing consolidated regional reporting for planning and Transition Schedule Adherence • Project managers may be dedicated to agency-specific projects • Provides administrative support to Project Managers • Processes Transition Action and Go/No Go notices at the direction of the Project Manager Transition • Provide day-to-day communications for transition Support efforts with the Qwest, GSA, and agency teams (e.g. Specialist site visit/site survey coordination) • Transition support specialist may be dedicated to agency-specific projects 31 © Copyright 2008 Qwest — All Rights Reserved
  • 36. Timeframes Detailed transition timeframes for specific services for each agency will be developed in partnership with GSA or the agency’s project manager. Ordering and Tracking through Transition During the time of transition for GSA and the agencies from their previous provider, the Qwest transition team will place the order on the behalf of GSA or the agency. This order will be processed through the Qwest Control Networx Portal. Notifications for transition orders include: Transition Action Notice This notice alerts all concerned of projected and planned future transition activities, including any changes in earlier schedules, and advises recipients of actions required to complete transition. GO / NO-GO This notice alerts recipients to the status of imminent transition cutovers or other significant activities. The GO / No-Go Transition Notice indicates whether the status of a scheduled transition activity is “GO”, that is, all (including coordinated actions with the incumbent contractor and the LGC or site contacts) is in readiness and that the activity will proceed as scheduled or “NO-GO”, that is, activity will not proceed as scheduled. Service Order Completion Notification (SOCN) The service order is completed and is ready for acceptance by the agency / GSA customer. Qwest will provide in the SOCN every CLIN it intends to bill for and all the data elements required to verify the correct CLIN used. Additionally, all CLINs must be provided in the SOCN, even when the price is zero or the item is not separately priced (NSP). To aid in tracking transition orders in the Qwest Control Networx Portal, agency end users can filter the Order Summary list by TPSP ID (Transition Project ID). Agency end users can view and track the transition order in the portal, but they cannot make changes. Any changes to the TPSP must go through the Qwest Project Manager. Transition Reporting Communication Description Element The Qwest CPO provides a monthly and quarterly report GSA Networx to GSA covering all Networx activities, including Monthly/Quarterly transition projects. Qwest Program managers will Program Status provide input for the transition projects Reports The Program Reviews provide the agency a timely Monthly Program status report on all Program activities, including Reviews transition projects The TMP will provide the overall architecture for the transition to the Qwest Networx contract. The plans will Transition include all Project Management standard elements, Management Plan including: project authorization, schedule and milestones, project management approach, project roles 32 © Copyright 2008 Qwest — All Rights Reserved
  • 37. Communication Description Element and responsibilities, financial controls, communications plan, deliverables, change control and quality and risk management for all services offered. This plan identifies the project management process, Agency Level procedures, and tools for a set of Networx transition Transition Plan activities in support of that agency. This plan identifies the project management process, procedures, and tools for a Transition Project. For a Transition Project, a TPSP is used rather than a Service TPSP Delivery Project Plan (SDPP) as cited in Section C.3.2, Program Management. Count of orders successfully transitioned each week. Weekly Transition Execution Report Status of Agency Orders (Number of Transition Orders anticipated by type, and number actually received), Weekly Transition TPSP preparation, Qwest readiness, and the Qwest’s Planning Report orders for access. The Qwest team will develop, in conjunction with GSA, standard daily, weekly, and monthly reporting at the Transition Status program (multi-component) level to track progress of the Reports transition activity. If a site visit is required, Qwest will forward written communication to the designated contact 30 calendar days in advance, followed up by a phone call both one Site Visit week and one day in advance of the on-site visit. If an Notification on-site visit is not required (for example, the site in a multi-site location), a phone call will be placed to the site contact to gather necessary site information. Qwest will provide and maintain individual location and Site Design – As site information gathered during the site visit.. Built On a site-by-site and component-by-component basis, Qwest will compile lessons-learned and use that knowledge to improve the transition process and Lessons-Learned/ documentation. Additionally, Qwest plans monthly Recommendations program reviews with GSA and performs reviews following the transition of each component and of the entire project for this purpose. Qwest will help GSA and the agencies validate and reconcile the inventory from FTS to Networx by comparing the data in the following three reports: FTS Incumbents Weekly Transition inventory report (showing a count of disconnects by service and by location); Transition Qwest Transition inventory (cross-references the Qwest Disconnect Tracking services and the incumbent FTS contractor’s services); Report and the Qwest Weekly Transition Execution report ( reports weekly progress by giving GSA and the agencies a count of transitions completed by agency, by incumbent, by location and by service) 33 © Copyright 2008 Qwest — All Rights Reserved
  • 38. Appendix A: Service Level Agreements (SLAs) The Billing SLAs are: • Billing Files Error Free • SOCN (Service Order Completion Notification) for each order • Detail Billing File is consistent with SOCN • Correct Price • No duplicate Detail Billing File Records • No Detail Billing File record charges over 90 calendar days after service rendered The Service Outages SLA is: The performance objective is that there shall be no loss of service availability (outside of scheduled maintenance agreed to by the customer) during the calendar month The Time to Restore (TTR) SLA is: • Four hours or less without a dispatch • Eight hours or less with a dispatch On Time Provisioning SLA is defined as: • Complete the order within the provisioning intervals (See Appendix D) • When the above doesn’t apply the performance objective defined by Firm Order Completion (FOC). For project orders, performance objective is based on the baseline completion dates in the Service Delivery Plan or the Transition Project Specific Plan. Product Each product has between two and 10 product specific SLAs, except for CSDES (Customer Support Design and Engineering Services.) Examples of Product SLAs are: Availability • BER (Bit Error Rate) • GOS (Grade of Service) • Jitter • Latency • Response Time • Notifications, outage notifications, incident reporting (for the Security Services) • Examples of Targets: Availability: > 99.5 to 99.999% • BER (Bit Error Rate): < 10-13 • GOS (Grade of Service): Varies • Jitter: < 10 ms • Latency: < 100 ms • Response Time: 30 minutes to 24 hours • Notifications: 30 minutes to 24 hours • Detailed Product Specific installation interval information is available through the Public Website at www.gsanetworx.com in the Redacted Contract→ Volume 2 Management→ Service Ordering→ 3.9.8.1 &2. 34 © Copyright 2008 Qwest — All Rights Reserved
  • 39. Appendix B: Glossary Account Consultants (AC) provides agency-specific planning and Account technical support. Consultant Ad Hoc refers to the generation of reports at sporadic intervals with Ad Hoc varying contents and purposes. The Agency Hierarchy Code (AHC) should ultimately identify the AHC office that will actually pay for the service being provided. Except for the first 4 characters, the AHC is a 28 character string that belongs solely to the agency. Agency Level Transition Plan This plan identifies the project ALTP management process, procedures, and tools for a set of Networx transition activities in support of that agency. Automatic Number Identification A service feature that in which ANI the directory number or equipment number of a calling station is automatically obtained. Acceptable Quality Level (AQL) The performance level for each AQL Key Performance Indicator associated with a Networx service that is guaranteed by Qwest. Qwest Business Applications Help Desk provides technical BAHD support for application and feature programming Contract Line Identification Number-Billing components. A CLIN unique number used to identify billable items. Common Language Location Identification Code An eleven CLLI character location identification code that complies with American National Standard Institute (ANSI) standard T1.201-1987. The eleven character mnemonic code is used to uniquely identify a location in the United States, Canada or other countries. These codes are known as CLLI or quot;Location Codesquot;. Contracting Officer - In FAR definition, means a person with the CO authority to enter into, administer, and/or terminate contracts and make related determinations and findings. The Contracting Officer signs contracts on behalf of the government and bears the legal responsibility for each contract. They alone can enter into, terminate, or change a contractual commitment on behalf of the government. Continental United States. The 48 contiguous United States plus CONUS the District of Columbia. Customer Provided Equipment is all telecommunications terminal CPE equipment located on the customer's premises, including telephone sets, private branch exchanges (PBXs), data terminals, and customer-owned coin-operated telephones Qwest Contractors Program Organization is An organization CPO which will be established by Qwest to be the direct interface with the Networx PMO (Program Management Office). Customer Support Office Qwest office providing direct, day-to- CSO day customer service to the government. Comma Separated Values File format is a flat file type that stores CSV tabular data. Customer Want Date The date the agency would prefer service to CWD be working Designated Agency Representative An agency DAR DAR Administrator is an employee of a government agency who has been authorized by the agency to initiate and track the agency's Networx orders 35 © Copyright 2008 Qwest — All Rights Reserved
  • 40. An Agency DAR Administrator is an employee of an agency who DAR compiles, tracks and maintains a listing of all DARs specific to that Administrator agency. The agency DAR Administrator provides to Qwest a current list of DARs who are authorized to initiate service requests This represents a specific file record layout for data files that will be Data Dictionary presented by Qwest to the government. Detailed Billing File represents the billing support data portion of DBF the charges delivered and the amounts due and payable by the government, and made available in a processible exchange medium. Dynamic HTML is a collection of technologies used together to DHTML create interactive and animated Web sites Within the United States, Puerto Rico, the U.S. Virgin Islands, Domestic Guam, the Northern Marianas, and American Samoa Dispute Receipt Acknowledgement When a dispute is opened DRA in the portal, receipt notification is sent by e-mail to the originator within 24 hours. Dispute Resolution Confirmation Resolution confirmation is sent DRC by e-mail 3 days after the dispute is closed in BAM, which will close the task in the portal. Firm Order Commitment Notice Confirmation provides the date FOCN that the Qwest commits to provide the service in a state ready for the agency customer to use and the date that the government expects to accept the service and billing to become effective. Qwest Federal Service Center-Networx Customer Support Office FSC for Ordering, Inquiry & Billing Federal Technology Service - program to meet Federal FTS requirements for common-user local and long-distance telecommunications services government-wide (Federal Telecommunications Service prior to October 1997). Generic Accounting Grouping: Grouping of customers under a GAG hierarchy Government Furnished Property (formerly Government GFP Furnished Equipment) is in the possession of, or directly acquired by the government and subsequently made available to Qwest. GO / NO-GO This portal notice alerts recipients to the status of GO / NO-GO imminent transition cutovers or other significant activities. Individual Case Basis applies to a situation with special end-user ICB requirements, for which special arrangements are made with Qwest where fixed pricing could not have been determined or could not apply. Non-Domestic-The worldwide countries and locations other than International those defined as domestic (CONUS & OCONUS). Internet Protocol (IP): Network layer protocol in the internet IP protocol suite and is encapsulated in a data link layer protocol (e.g. Ethernet). Key Performance Indicator (KPI) is a measurable service KPI attribute that is critical to the proper functioning and delivery of a telecommunications service. Multiple Order File Downloadable ordering spreadsheets that are MOF populated with order information then are uploaded to the portal. They offer an alternate way of submitting orders. Multiprotocol Label Switching A network routing protocol that is MPLS based on switching through the use of tag labels. The MPLS standard is being developed by the IETF. 36 © Copyright 2008 Qwest — All Rights Reserved
  • 41. Network Operation Center- Qwest Repair and Network NOC Management center, Tier 1 repair center International-The worldwide countries and locations other than Non-Domestic those defined as domestic (CONUS & OCONUS). Not Separately Priced applies to a capability or feature that is NSP included in the price of the basic service. Outside the Continental US. It includes Alaska, Hawaii, Guam, OCONUS Puerto Rico, US Virgin Islands, American Samoa, and the Northern Marianas Islands. Order Receipt Notification - Notification to agency that Qwest has ORA received their request and can begin to validate the request, sent 24 hours after order receipt Order Rejection Notification Qwest cannot process the order and ORN we are rejecting back to the agency Operational Support System (OSS) is the system that is used for OSS billing, service ordering, customer support, service management, inventory management, and program management. Qwest Control Networx Portal is the subscriber Website. Networx GSA Program Management Office An office within the PMO GSA/FTS organization responsible for management and contract administration of a telecommunications program(not to be confused with the Qwest PMO which is now referred to as the CPO) Point of Contact is the local government contact, agency POC Technical Point of Contact, or agency person accepting service. Preliminary Transition Management Plan defines the tasks PTMP necessary for the detailed planning and execution of the Networx transition implementation QGSI Qwest Government Services Inc Quality of Service (QoS) A defined set of measurable engineering QoS values for a service that is guaranteed by the Qwest and that will support different classes of service. RFP Request for Proposal Service Delivery Coordinator. Qwest customer service SDC representative. Service Delivery Point. The interface point at which a service is SDP delivered by Qwest to the government or its designated agent. Similar to MPOP (Minimum Point of Presence) or SNI (Subscriber Network Interface). Service Enabling Device. A unit of, or separately priced SED component within or directly associated with, contractor-provided and owned equipment used to meet the requirements for an individual service, similar to CPE. Service Level Agreements An agreement that the Qwest will SLA deliver a specified service at a performance level that meets or exceeds the agreed performance objectives for the service. The SLA also specifies the measurement approach and the type and amount of credits that the government is entitled to receive should the performance level not be met. Security Operations Center delivers 24 hours a day, 7 days a SOC week, real-time monitoring and management of security service from a complete, real-time data protection center. Service Order Confirmation - The notice a contractor provides SOC the agency that contains the data elements that a service for a given order is accepted as a valid service with all the information needed to start service provisioning. 37 © Copyright 2008 Qwest — All Rights Reserved
  • 42. Service Order Confirmation Notice (SOCN) - The notice that SOCN contains data elements notifying the agency that the service for a given order has been fully installed and is ready for acceptance. The agency can accept or reject the Notification. An agency passively accepts service if they take no action within three business days. Serving Wire Center is the physical location of the Local Exchange SWC Carrier's central office. It is identified by the first eight characters of Telcordia's CLLI Code. Transition Action Notice: This notice alerts all concerned of TAN projected and planned future transition activities, including any changes in earlier schedules, and advises recipients of actions required to complete transition TDM Time Division Multiplexing Tier 1 employees provide first level problem determination and Tier 1 resolution efforts. Transition Management Plan defines the tasks necessary for the TMP detailed planning and execution of the Networx transition implementation. Transition Project Specific Plan (TPSP) - This plan identifies the TPSP project management process, procedures, and tools for a Transition Project. Telecommunications Service Priority System provides a TSP framework for telecommunications services vendors to initiate, restore, or otherwise act on a priority basis to ensure effective telecommunications services during national emergency. Time to Restore (TTR) The elapsed time of a service outage TTR (outage time) minus any (1) time due to scheduled network configuration change or planned maintenance or (2) time, as agreed to by the government, that the restoration of the service cannot be worked due to government caused delays. Unique Billing Identifier uniquely identifies the combination of: [1] UBI service type; [2] service location; and [3] agency to which the service belongs. User-to-Network Interface (UNI) The specification of the physical, UNI electrical, and signaling/protocol interface at the SDP for a specific information payload bandwidth or data transfer rate for interconnection of user equipment to an access segment. Virtual Circuit - A Virtual Circuit provides the temporary path VC between two devices Virtual Private Network (VPN) - Secure private communication VPN path(s) through one or more data network that is dedicated between two or more points. VPN connections allow data to safely and privately pass over public networks (such as the Internet). The data traveling between two points is encrypted for privacy. 38 © Copyright 2008 Qwest — All Rights Reserved
  • 43. Appendix C: Frequently Asked Questions (FAQs) Where can I find more information about the Qwest Networx contract? Additional information about the Qwest Networx contract is available from several different sources: • www.gsanetworx.com for an overview of our contract and redacted contract text. • Qwest Customer Support Office (CSO) at: 1-866-GSA-NETWorx (1-866-472-6389), • E-mail at: federal@qwest.com • Contact your Qwest Account Manager. How do I become a Qwest NETWORX customer? Agencies that choose to become a Qwest customer should contact their Qwest Account Manager. A list of Qwest Account Managers is available on the Website on the “Locate your Account Manager” page. You may also call the Qwest CSO at 1-866-GSA- NETWorx (1-866-472-6389). I am not a current Qwest customer. How long will it take to transition our agency services to Qwest? Each transition requires detailed planning and execution. Qwest has a dedicated Transition Team to assist you in project planning and scheduling to ensure continuity of service. If you are considering transitioning your service, contact your Qwest Account Manager. Find your Qwest Account Manager or contact the Qwest CSO at 1-866-GSA- NETWorx (1-866-472-6389). Who can assist me in ordering and configuring complex requests such as data, fast packet, or Internet services? Qwest Account Managers can help you order and configure your requests. You may also contact the Qwest Customer Support Office: • 1-866-GSA-NETWorx(1-866-472-6389) • E-mail the Customer Support Office at federal@qwest.com How will I be billed for my services? There are two billing methods under the NETWORX contract: Centralized Billing: GSA will render your invoice on a monthly basis. Agency payments will be made to GSA. Direct Billing: the agency receives an invoice directly from Qwest and submits payment to Qwest. How do I resolve billing discrepancies? Billing discrepancies are handled by the Qwest CSO. Representatives can be reached by phone: 1-866-GSA-NETWorx (1-866-472-6389), fax: (1-303-391-1783), e-mail: federal@qwest.com. Billing disputes can also be initiated via the Qwest Control Networx Portal through www.gsanetworx.com. Be prepared to provide the billing date, order number, and the specific details of the dispute. You will be assigned a tracking number for each dispute. What escalation procedures are available to agencies? The Qwest Customer Support Office is your first point-of-contact 1-866-GSA-NETWorx (1-866-472-6389), fax: (1-303-391-1783), e-mail: federal@qwest.com. For escalations, use the Escalations Contact List available through the Website: www.gsanetworx.com. 39 © Copyright 2008 Qwest — All Rights Reserved
  • 44. How do I create a Trouble Report? For the fastest response, Qwest suggests opening a Trouble Ticket by using one of the two following methods: • Go to the Qwest Control Networx Portal subscriber site (select Repair and then Create Repair Ticket). • Call the Qwest Customer Support Office (CSO) at 1-866-472-6389 and select option 2, Repair. How do I report a complaint? Report complaints or problems to any Qwest contact and we will work to resolve it. If you would like to submit a formal complaint, you may: • Go to the Qwest Control Networx Portal, select the Administration tab, and then Complaints. Select Create Complaint, fill in the form, and click Submit. • Call the Qwest Customer Support Office (CSO) at 1-866-472-6389. What is a SED (Service Enabling Device)? A SED is a unit of, or a separately priced component within or directly associated with, Qwest-provided (e.g. Qwest) and Qwest–owned equipment used to meet the interface requirements for an individual service. It can be thought of as any hardware and/or software that enable service delivery. Some examples of SEDs are: Secure managed e-mail server (software) Dedicated hosting server (software) Firewall (hardware) ID token Router CSU / DSU IP phone Video conferencing camera and display Firewall server (software) PBX How do I access a report? Reports are accessed from the Qwest Control Networx Portal. A click on the Reports tab will provide numerous categories to choose from, along with easy navigation and report generation. In addition, all of the reports and billing files feature a Table of Contents, search capabilities, and/or ad hoc functionality. I am unable to access the Qwest Control Networx Portal. Whom do I contact? If you have not registered with Qwest as a DAR, contact your DAR Administrator who will authorize your access. If you are authorized, but are now experiencing trouble logging in, you may: • Send an e-mail to the CSO using the link on the Log In Page • Call the CSO at 1-866-427-6389. Select option 5, and then option 1 40 © Copyright 2008 Qwest — All Rights Reserved
  • 45. Appendix D: Qwest's Provisioning Intervals For orders for which a provisioning interval is not defined below, including services with originating or terminating Serving Wire Centers (SWCs) that are either outside the Continental US (OCONUS) or International (Non-Domestic), the completion date shall be less than or equal to the firm order commitment date on the Firm Order Commitment Notice. Routine Orders Class B Expedited Service (Calendar Days) Orders (Calendar Days) 30 30 Disconnect (all services) 45 23 Voice Services (VS) 45 23 Circuit Switched Data Service (CSDS) 45 23 Toll-Free Service (TFS) Private Line Service (PLS): ≤DS1 45 23 DS1 ≤ PLS≤DS3 85 43 >DS3 Firm Order Firm Order Commitment Date Commitment Date 65 33 Frame Relay Service (FRS) 65 33 Asynchronous Transfer Mode Service (ATMS) 60 30 Ethernet Services (ES) 45 23 Internet Protocol Service (IPS) 60 30 Premises-Based IP-VPN Services (PBIP-VPNS) 45 23 Network Based Internet Protocol (IP) VPN Services (NBIB-VPNS) 45 23 Voice over IP Transport Service (VoIPTS) 60 30 IP Telephony Services (IPTelS) Firm Order Firm Order Synchronous Optical Commitment Date Commitment Date Network Services (SONETS) Firm Order Firm Order Optical Wavelength Services Commitment Date Commitment Date (OWS) 45 23 Dedicated Hosting Services (DHS) Wire line Access Service (WINAS): ≤DS1 45 23 DS1 ≤ WLNAS ≤DS3 85 43 >DS3 Firm Order Firm Order Commitment Date Commitment Date 41 © Copyright 2008 Qwest — All Rights Reserved
  • 46. Appendix E: Qwest Control Networx Portal Notice Types & Status Codes NOTICE TYPES • ORA: Order Receipt Acknowledgement Qwest has received the order (Portal status=R) • ORN: Order Rejection Notification Qwest cannot process the order and we are rejecting back to the agency (Portal status=J) • SOC: Service Order Confirmation Qwest has submitted the order to Provisioning (Portal status=C) • FOCN: Firm Order Confirmation Notification Qwest has a service delivery due date commitment • TAN: Transition Action Notice This notice alerts all concerned of projected and planned future transition activities, including any changes in earlier schedules, and advises recipients of actions required to complete transition • GO / No-Go: This Transition Portal notice alerts recipients to the status of imminent transition cutovers or other significant activities • SOCN: Service Order Completion Notification The service order is completed and is ready for acceptance by the agency / GSA customer (Portal Status=I) • DRA: Billing Dispute Receipt Acknowledgement When a billing dispute is opened in the Portal, receipt notification is sent by e- mail to the originator within 24 hours • DRC: Billing Dispute Resolution Confirmation: Resolution confirmation is sent by e-mail within 3 days after the billing dispute is closed Related Status Codes In The Qwest Control Networx Portal A = Service Completed and Accepted by agency / GSA C = Confirmed (after SOC) D = Disconnected I = Implemented but not accepted by agency / GSA (after SOCN) J = Rejected / Jeopardy N = Not Accepted P = Being Provisioned R = Received V = Order being Validated X = Order cancelled 42 © Copyright 2008 Qwest — All Rights Reserved