Brightspeed | Wholesale | Expedites and Escalations Overview

Wholesale: Products & Services

Expedites and Escalations Overview - V70.0

Introduction

Brightspeed quickly responds to your escalation or expedite requests offering you clear and complete explanations so you can satisfactorily respond to your end-users.

Expedites are requests for an improved standard interval that is shorter than the interval defined in our Service Interval Guide (SIG) or your interconnection Agreement (ICA), Individual Case Basis (ICB) or committed to ICB (Ready for Service (RFS) + Interval) date.
Escalations can be initiated for any issue, at anytime, and at any escalation point. Escalations can also be for requests for status or intervention around a missed date.

The following summarizes the processes used within Brightspeed for all Wholesale Products and Services to handle expedite and escalation requests.

Expedites

Requesting an expedite follows one of two processes. If the request being expedited is for a "Pre-Approved Expedite", your ICA must contain language supporting expedited requests with an associated expedite charge for due date interval improvement, or there must be a Commission ordered rate. If the request being expedited meets the terms for Expedites Requiring Approval (which, in some states or in some ICAs, may depend upon the product being requested), then the expedited request follows the process defined in the "Expedites Requiring Approval" section below.

Expedites Requiring Approval

For all states, except as provided below, for products not listed in the Pre-Approved Expedites section (non-designed products such as POTS and Centrex, the following expedite process applies.

In the State of Arizona, and in other states when your ICA allows, for products listed (without an asterisk (*)) in the "Pre-Approved Expedites" section below, and other products such as POTS and Centrex, the following expedite process applies:

Expedite charges are not applicable with the Expedites Requiring Approval Process.

Following is a list of conditions where an expedite is granted:

Fire
Flood
Medical emergency
National emergency
Conditions where your end-user is completely out of service (primary line)
Disconnect in error by Brightspeed
Requested service necessary for your end-user's grand opening event delayed for facilities or equipment reasons with a future RFS date
Delayed orders with a future RFS date that meet any of the above described conditions
National Security
Business Classes of Service unable to dial 911 due to previous order activity
Business Classes of Service where hunting, call forwarding or voice mail features are not working correctly due to previous order activity where the end-users business is being critically affected

For any of the above conditions, expedited requests can be made either prior to, or after, submitting your service request.

To request an expedite on a Local Service Request (LSR) you can either:

Submit the request with your expedited due date and populate the EXP field. Also include in REMARKS the reason for the expedited request and then call the Brightspeed Call Center.
Submit the request with a due date interval from our SIG or your ICA and then call the Brightspeed Call Center.

In both scenarios, a call to the Brightspeed Call Center is required on 1-866-434-2555 to process the expedites requiring approval request.

To request an expedite on service requests issued via an Access Service Request (ASR), you may use either of the options described above for LSRs to submit the ASR. You should then call 1 866-434-2555 for ASR expedite inquiries.

You may be asked to provide verification of the reason or situation for any of the expedite emergency conditions listed above. In some cases, you may be asked for the service order number that caused the expedite condition, such as the service order number that caused the hunting or call forwarding expedite. The type of verification required will depend on the specific circumstances of the expedite and will be determined on an Individual Case Basis (ICB).

Once your expedite request is received, your Wholesale representative will review the request based on the previous list of available expedite scenarios to determine if the request is eligible for an expedite. If approved, the next step is for the Wholesale representative to contact our Network organization to determine resource availability.

Depending on the type of service on the account, the following action is taken by Brightspeed once the request is determined to be eligible for an expedited due date:

Non-Designed/No Dispatch Required

For requests that do not require a dispatch, the order is issued with the expedited due date.

Non-Designed/Dispatch Required

For requests that require a dispatch, the Network organization is contacted to determine Technician availability. If appointments are available on the requested due date, your expedite is granted. If no appointments are available, then Brightspeed will offer an alternative date, if one is available, prior to the requested due date. You can expect to receive a response to your expedited request usually within four business hours.

Designed Services

For Designed Services, the Network organization is contacted to determine resource availability for the Central Office and Outside Technicians as well as for the Testers that work with you to accept the service. You can expect to receive a response usually within four business hours.

Approved Expedited Requests

If the expedited request is approved and the original request contained the expedited due date and the EXP field was populated, Brightspeed will return a Firm Order Confirmation (FOC) acknowledging the agreed to expedited due date. If the expedited or agreed to due date Brightspeed can meet is different from what was originally submitted on the ASR or LSR and the EXP field is populated, Brightspeed will return a FOC with the new due date and continue to process the request. If the expedite is approved and the EXP field is not populated, Brightspeed will request that you supplement your ASR or LSR with the new DDD and that you populate the EXP field. If the supplement is not received within four business hours, Brightspeed will continue to process the ASR or LSR as if the expedited request was not received and will FOC back the standard interval or the original due date provided on the ASR or LSR if it was longer than the standard interval.

Denied Expedited Requests

If denied, Brightspeed will provide you reasons that the request was denied or we will offer an alternative date that we could install the service. If the request is denied, and you still want to continue to have Brightspeed provision the service request, Brightspeed will return a FOC with the standard interval or the original due date provided on the FOC if it was longer than the standard interval.

In the State of Arizona, and in other states when your ICA allows, if your request did not qualify as an emergency condition and is a qualifying service, you can opt to continue to expedite your request. Refer to the terms documented in the "Pre-Approved Expedites" process below.

Pre-Approved Expedites

The Pre-Approved expedite process is available for the products listed below when your ICA contains language for expedites with an associated expedite charge for due date interval improvement.

In the State of Arizona and in other states when your ICA allows, for the products listed below (without an asterisk (*)) if your expedite request is for one of the conditions that is listed in the "Expedites Requiring Approval" process, your expedite can be obtained at no charge. The CLEC is required to call the Brightspeed Service Center (as described in the Expedites Requiring Approval Process) before the order is completed to determine if your request qualifies. If no call is made to the Brightspeed Service Center and the EXP field is populated with a "Y", your expedite request will continue to be processed using the Pre-Approved Expedite process and the applicable expedite charge will be applied.

Rates billed are dependent upon the terms and conditions of your ICA, or the Commission ordered rate if you do not have an expedite rate in your ICA.

Note: Resold Designed products are automatically included based on the terms and conditions outlined in the ICA and individual state tariffs, catalogs or price lists.

For products other than the Resold Design products identified below, if your contract does not contain the appropriate expedite language, you will not be able to expedite the request unless the expedite is due to a Brightspeed caused reason.

The Expedites Requiring Approval section of this procedure does not apply to any of the products listed below ().

An expedite charge applies per ASR or LSR for every day that the due date interval is improved, or as based on the standard interval in the SIG, ICA, or ICB criteria as described above. It is not necessary for you to call into Brightspeed to have the expedite approved. To expedite a service request on an ASR or LSR you must populate the EXP field and put the desired expedited due date in the DDD field on the ASR or LSR.

Note: If the ASR/LSR you are submitting requests a same day due date, your request must be received before 12 noon MT.

When Brightspeed receives an ASR or LSR with the EXP populated and the DDD is less than the standard interval, Brightspeed will determine if the request is eligible for an expedite without a call from you. If the request meets the criteria for the Pre-Approved Expedite process, Brightspeed will process the request and return a FOC acknowledging the expedited due date. The appropriate expedite charge will be added to your service order.

If the due date Brightspeed can meet is different from what was originally requested on the ASR or LSR, Brightspeed will return a FOC with the new due date and continue to process the ASR or LSR. The appropriate expedite charge will be added to your service order. For supplements issued for an improved interval, expedite charges would be calculated from the supplement receive date to the new requested DD, if applicable, based on the terms and conditions of your ICA, or the Commission ordered rate if you do not have an expedite rate in your ICA (if your individual ICA states otherwise, the terms and conditions of the ICA would apply). If the due date on the FOC does not meet your needs, you can supplement the request to a due date that is equal to or greater than standard interval as defined in Brightspeed SIG, ICA or ICB canceling the expedite.

If the request does not meet the criteria for the Pre-Approved Expedite process, the ASR or LSR will be processed using the standard interval that is defined in the Standard Interval Guide for Resale, UNE and Interconnection Services.

Following is a list of the products, which require expedite language in the applicable contract and may be expedited that will receive the appropriate Expedite Charge:

UBL
UBL DID (Unbundled digital trunk)
UBL DS1 (Unbundled digital trunk facility)
UNE-C PL (EEL)
UDIT
LIS
CCSAC SS7 Trunk or Facility
* Commercial WLV PBX Trunks

Note: All products with an * must have Commercial Agreement language in order to expedite, including the State of Arizona.

Following is a list of Resold Designed Products, which do not require an amendment, which may be expedited and will receive the appropriate expedite charge:

Analog PBX DID
Private Line (DS0, DS1, DS3 or above)
ISDN PRI T1
ISDN PRI Trunk
ISDN BRI Trunk
Frame Relay Trunk
DESIGNED TRUNKS (Includes designed PBX trunks) Trunk
MDS / MDSI (IIS Only)
DPAs (multiple DPAs or FX, FCO) Trunk
Port In/Port Within associated with any of the applicable designed products listed above

Note: Any requests that are expedited due to a Brightspeed caused reason, do not incur an expedite charge. Additionally, if the due date of an expedited request is missed due to Brightspeed reasons, expedite charges do not apply.

If the order becomes a Delayed Order on the due date, Brightspeed will cooperatively work with you to obtain the best Ready For Service date (RFS) possible and expedite charges do not apply.

If an order becomes delayed for facilities prior to the due date, once Brightspeed establishes a new RFS it is communicated to you via the FOC. If you do not accept the due date that is established and request to expedite the RFS, expedite charges may apply. Each expedited delayed order request will be reviewed on an ICB to determine if expedite charges apply. If the expedited due date request results in Brightspeed incurring additional costs to improve the date that was FOC'd, expedite charges apply. Brightspeed will advise you if expedite charges apply prior to confirming the expedited request to obtain approval from you, or offer an alternate date that Brightspeed can meet. The expedite charges will be based on the number of days improved from the original RFS date or per the language in your ICA.

If an order was delayed due to a Customer Not Ready (CNR) condition as described in the Provisioning and Installation Overview; and you wish to expedite the newly requested due date, supplement the request with the new Desired Due Date and populate the EXP field of the LSR/ASR. Brightspeed will review your expedited request for resource availability and return a FOC acknowledging the due date Brightspeed can meet. Expedite charges apply and are based on the number of days the CNR standard interval is improved.

Expedites Supporting Non-Brightspeed caused Restoral Requests

This process includes Restoral Requests on Resale/ QPP/CLSP/Retail to Resale or QPP/CLSP Conversions and Transfer of Service when the service orders have completed. This process applies to Resale/QPP/ POTS, Resale QPP/CLSP Centrex 21 products, including QBR.

You will follow this documented Expedite process as outlined when you require an expedite to a standard interval in order to restore an end-user due to a Non-Brightspeed caused out of service condition. An expedite restoral request is a result of your inability to complete a conversion or outside move service request where you were unable to cancel or change the due date on the service order(s) prior to order completion. Restoral requests may involve you alone, a Brightspeed Retail account and you, or you and a different CLEC on conversion and outside move (T & F) type service orders. Restoral requests will be accepted for both full and partial restorals.

When an expedite restoral request situation occurs, refer to the following when you prepare your service request:

Issue the Restoral Request LSR as directed per the Decision Charts and order type scenarios.

Populate the RPON field with the PON used on the original LSR if available
Populate the EXP field
Populate Manual IND = Y
The REMARKS field can be populated with the specific reason for the request such as:

Contact the Customer Service Inquiry and Education (CSIE) Center at 866-434-2555
Open an Escalation ticket.
Request a Restoral Request for Previous Service.
Provide LSR ID if appropriate per Decision Chart and order type scenarios.
- Restoral request Full, Resale to WLV conv, restore original service, Or
- Restoral request, Partial, Resale to WLV conv, restore original service, Or
- Restoral request, Partial, WLV to Resale conv, restore original service, Or
- Restoral request, Full, Resale or WLV T&F, restore F location, etc., Or
- Restoral Request, Restore original full service back to CLEC XXXX, Or
- Restoral Request, Restore original partial service back to CLEC XXXX, Or
- Restoral Request, Restore original F Loc service, full/partial back to old CLEC
- Restoral Request, Disc service, restore original Retail service, full/partial

Benefits

Expedited intervals for restoral of previous service
Uniform documented process for restoral requests
Brightspeed will negate the one month minimum billing on a disconnect or conversion service order as applicable.

Restrictions

You must issue appropriate LSRs first (if directed to do so per the Decision Chart below) followed by opening a Call Center escalation ticket. Restoral requests received prior to new LSR issuance will not be accepted, excludes Brightspeed Retail restorals.
Standard intervals must be used when submitting LSRs, CSIE will expedite due date appropriately for restoral
Expedited restoral requests must be requested within 24 hours, extending into the next business day, following the LSR completion date. Restoral requests received after 3 PM will be considered next business day work activity; this includes restoral requests received after 3 PM on Saturday based on the SIG (except for QBR)."
Service being restored must be the same type of service with same features, same TN's, etc. as was previously provisioned. Full or partial restorals are acceptable.
Brightspeed will reuse facilities when the facilities are available for the restoral.
All applicable recurring and non-recurring charges will apply, based on order completion and physical work that was completed or needs to be completed to restore service. Retail practices will apply when restoring Brightspeed Retail accounts.
When a restoral involves two CLECs, it is up to you and the old CLEC to coordinate and agree upon an expedite, prior to opening up the Call Center Escalation ticket(s).
Expedite charges may apply based upon individual interconnection agreements or state tariffs.

The following Order Type Scenario's are included in this restoral process:

Resale / WLV T & F, same CLEC
Resale to WLV Conversion as is, same CLEC
Resale to WLV Conversion as specified, same CLEC
WLV to Resale Conversion as is, same CLEC
WLV to Resale Conversion as specified, same CLEC
Resale / WLV Migration to new CLEC with move via single LSR
Resale to WLV Conversion as is, to a new CLEC
Resale to WLV Conversion as specified, to a new CLEC
WLV to Resale Conversion as is, to a new CLEC
WLV to Resale Conversion as is, to a new CLEC
Brightspeed Retail to Resale / WLV Conversion as is
Brightspeed Retail to Resale / WLV Conversion as specified
Brightspeed Retail to Resale / WLV Conversion with move via single LSR process

Decision Chart, Scenario's 1-5, Same CLEC
IF	AND	THEN
Conversion, Migration and/or Move Service Order has completed	You want full or partial restoral of previous service	Issue Restoral Request LSR as appropriate based on order scenario and order completion, such as a New Connect, Change or Conversion with or without move, Transfer of Service or Disconnect Follow expedite procedures

Decision Chart, Scenario's 6-10, To a New CLEC
IF	AND	THEN
Conversion, Migration and/or Move Service Order has completed	You want full or partial restoral of previous service	Either the end-user, or the new CLEC and the end-user must contact the old CLEC's Customer Contact Center and request that the end-user's service be re-established as previously provisioned for the old CLEC on Resale or QPP/CLSP service Old CLEC must follow expedite procedures Old CLEC will issue Restoral Request LSR as appropriate based on order scenario and order completion, such as a New Connect, Change or Conversion with or without move New CLEC must follow expedite procedures New CLEC will issue Disconnect LSR if required based on order scenario and order completion Old and new CLECs will coordinate their order activity Contact your Brightspeed Service Manager if you require assistance with old CLEC contact

Decision Chart, Scenario's 11-13, Conversion from Brightspeed Retail to New CLEC
IF	AND	THEN
Conversion, Migration and/or Move Service Order has Completed	You want full or partial restoral of previous service	Contact the CSIE Center at 866-434-2555 Open an Escalation ticket Request a warm transfer to the CSIE Tier 1 support group Place a verbal Restoral Request for Previous Retail Service, full or partial restoral CSIE will advise you if a new LSR will need to be issued by you If a new LSR is needed and is not issued within 2 business hours, the escalation ticket will be closed. If this occurs, the CLEC must start the expedite process again once the LSR has been issued as directed.

Escalations

Escalations are a request for status or intervention around a missed critical date such as:

Plant Test Date (PTD)
Due Date (DD)
Ready For Service (RFS)

Brightspeed's Service Centers pro-actively escalate any critical dates in jeopardy and will notify you. If, however, you find it necessary to initiate an escalation, call the assigned Brightspeed Wholesale Center Representative at one of the numbers listed in the Expedites section for assistance. Regardless of how initiated, by you or internally, Brightspeed escalation roles and responsibilities can be summarized as:

Brightspeed Wholesale Center Representatives
Local Service Request (LSR) or Access Service Request (ASR) escalations related to Rejects/Delayed orders, critical dates and Firm Order Confirmations (FOC).
Brightspeed Service Manager
Involved only after normal processes fail to resolve the escalation to your satisfaction. Evaluates the situation based on commitments managing associated resolution activities.
Brightspeed Senior Service Manager/Director
Involved only when the Service Manager's efforts are unsuccessful. Provides direction to those working the issue, partnering with Center Coaches and Team leaders.
Brightspeed Senior Director/Vice President
Contacted for direction and/or assistance for those working the escalation, providing timely status updates back to the prior level and you directly.

Escalations - Maintenance and Repair

At your discretion, you may initiate an escalation of your trouble report through our electronic interface Customer Electronic Maintenance and Repair-Maintenance Ticketing Gateway (CEMR-MTG) or by calling either the Brightspeed Wholesale Repair Center for Unbundled Network Elements (UNEs) and Complex services or the Repair Call Handling Center (RCHC) for Plain Old Telephone Service (POTS) and Non-Complex services. Refer to our Maintenance and Repair Overview for additional information.

Escalations - Technical Escalation Process

Additional information about the Technical Escalation Process can be obtained from Brightspeed's Operations Support Systems (OSS) Production Support.

Note: Occasionally, your end-user may find their way to the Brightspeed Wholesale Center or Brightspeed Service Manager and our Wholesale Center Representatives will explain that you are our customer and direct them to you for assistance.

Should you have questions, or need additional information related to the expedite or escalation processes defined above, contact your Brightspeed Service Manager for assistance.

Training

Local Brightspeed 101 "Doing Business with Brightspeed"

This introductory web-based training course is designed to teach the Local CLEC and Local Reseller how to do business with Brightspeed. It will provide a general overview of products and services, Brightspeed billing and support systems, processes for submitting service requests, reports, and web resource access information. Click here to learn more about this course and to register.

Contacts

Brightspeed contact information is located in Wholesale Customer Contacts and the Brightspeed Wholesale Team Tool (CWTT).

Expedites and Escalations

Local Service Requests (LSRs)

Wholesale Center
Tier	Responsibility	Activity	Contacts
Tier 1	Customer Service Inquiry and Education Center (CSIE)	First point of contact for CLECs	866-434-2555 Monday - Friday 8:00 AM - 6:00 PM Central, Mountain, and Pacific Time Zones Note: Only in the case of orders due to complete on a Saturday that require a same day cancellation, due date change or concurrence should a call be made to 612.462-0263. All other requests should be made the next business day.
Tier 2	Appropriate Brightspeed Service Manager	Respond to issues not resolved at Tier 1	Service Manager
Tier 3	Senior Service Manager	Respond to issues not resolved at Tier 2	Senior Service Manager

A call center ticket is opened on every call into the CSIE Center. Upon resolution of the ticket a close code is assigned to the ticket. Upon request the close code is provided to you. Should you disagree with the codes used to close the ticket you will use the escalation process. For a list of the close codes used at the CSIE level see the Status Response Intervals section of the Ordering Overview PCAT.

Only orders due to complete this immediate Saturday and require a cancellation or due date change or for concurrence should call 612-462-0263. All other requests should be made the next business day.

Access Service Requests (ASRs) submitted in EASE ASR

ASR Assistance and Escalations, see CWTT - Wholesale Provisioning Contacts, Local ASR for TDM/Local Ethernet for requests submitted via EASE ASR.

National Service Requests (NSR) submitted via Control Center

National Service Requests (NSR) Assistance and Escalations refer to CWTT Wholesale Provisioning Contacts National NSR

Frequently Asked Questions (FAQs)

This section is being compiled based on your feedback.

Last Update: March 1, 2019