Alltel Responsibilities. 30.5.1 ALLTEL is responsible for maintaining Listings, including entering, changing, correcting, rearranging, and removing Listings in accordance with Qwest orders. ALLTEL will take reasonable steps in accordance with industry practices to accommodate non-published and non-listed Listings provided that Qwest has supplied ALLTEL the necessary privacy indicators on such Listings.
30.5.2 ALLTEL will include Qwest Listings provided to ALLTEL in ALLTEL’s Directory Assistance service to ensure callers to ALLTEL’s Directory Assistance service have non-discriminatory access to Qwest’s Listings.
30.5.3 ALLTEL will include Qwest Listings provided to ALLTEL in the appropriate white and yellow pages directory published by ALLTEL as listed in Appendix B.
Alltel Responsibilities. 1.1 CALL CENTER SERVICES TO BE PERFORMED BY ALLTEL. ALLTEL will provide consultation services for the design and implementation of Client's two (2) inbound customer service call center facilities (the "Call Centers") upon Client's request. The plan will include scope of work, level of effort, duration, milestones, critical path, dependencies, and responsibilities for the Client and ALLTEL. Client is under no obligation to obtain Call Center Services, except for those Call Center Services provided prior to the Effective Date. ALLTEL shall provide consulting and project management services necessary to perform the Call Center activities designated as an ALLTEL responsibility in Attachment 1 to this Exhibit D, including, but not limited to the following; provided, however, that ALLTEL shall not be responsible for any of the following if not requested by Client:
(a) Conduct the site selection process including conducting site visits, evaluating economic indicators, evaluation of available space, assisting Client with site selection, participating in negotiation of contracts and leases at Client's request, and managing the development of architectural plans for renovation;
(b) Assist Client in retaining a construction firm who will obtain necessary building permits and approvals and implement the approved architectural and engineering plans;
(c) Assist in the oversight of construction or renovation, including deployment of appropriate furniture and equipment;
(d) Develop and manage the deployment of call routing plans based on Call Center locations in relation to Client Access Lines;
(e) Manage the vendors who will deploy Client hardware and software including but not limited to ACD/PBX, desktop computers, fax machines, network infrastructure, IVR, and application servers;
(f) Manage the implementation of desktop applications;
(g) Define and verify Call Center voice and data circuit requirements;
(h) Develop a deployment and testing plan for the Call Center LAN/WAN environment inclusive of associated voice and data circuits;
(i) Manage the completion of a testing plan for the Call Center LAN/WAN environment inclusive of associated voice and data circuits;
(j) Provide an on-line reference manual when part of the ALLTEL Software; and utilize Client-provided information in the development of the Call Center reference materials; all Client reference material will be developed and/or provided by Client in HTML format;
(k) Develop a Call Center forecasting and staffi...
Alltel Responsibilities. ALLTEL shall be responsible for the following:
(a) Work with Client to analyze initial and ongoing needs regarding system parameters;
(b) Interpret business needs as they relate to system requirements and enter appropriate values in all parameter fields to accomplish the stated objectives; and
(c) Work with Client to develop a process for Client approval of changes made to tables. dba COMMUNICATIONS, LLC EXHIBIT K FINAL EXHIBIT K DISASTER RECOVERY
1. DESCRIPTION OF DISASTER RECOVERY SERVICES.
1.1 ALLTEL shall provide to the Client throughout the Term the "Disaster Recovery Services" described in this Exhibit K for the Managed Operations Services, Managed Network Services and Output Processing Services, including, but not limited to, a Recovery Facility (as defined below) which is equipped to provide the Managed Operations Services, Managed Network Services and Output Processing Services in the event that a Disaster (as defined below) is declared and disaster recovery is required. ALLTEL's complete disaster recovery plan is available for review by Client, if desired, upon reasonable notice. Because of the nature of the document, however, permanent copies are not provided to clients of ALLTEL, nor is duplication permitted. The document contains information that applies specifically to ALLTEL's proprietary methodologies and processing facilities environment. Owing to technological advancements, the potential for change to that environment is high; thus, close monitoring of the disaster recovery plan is required to maintain accuracy and prevent obsolescence.
1.2 Throughout the Term of the Agreement, ALLTEL will, at ALLTEL's expense, maintain in effect all contracts and/or arrangements necessary to provide the Disaster Recovery Services.
Alltel Responsibilities. Provide baseline business area analysis documentation (as currently exists for ALLTEL)for each Functional Area; - Physical tape handling - incoming and outgoing; - Mailroom functions related to output processing; - Application support for ALLTEL Software and ALLTEL-Provided Third Party Software (including error diagnosis, reporting and correction associated with those applications) except for those application support functions described in Exhibit J (Variable Staff); - Use software development methodologies such as SDM; - Maintain technical environment provided by ALLTEL; - Regression testing for ALLTEL Software and ALLTEL-Provided Third Party Software; - Data access security for the ALLTEL Software; - Technical application documentation; - System software changes; - Application change including application upgrades except for those application support functions provided by the Variable Staff as described in Exhibit J; - Help Desk/Command Center Support; - Provide user manuals in accordance with Section 8.1 of the Agreement and other documentation for application systems and updates to those manuals as system changes are made; and - Provide Client with reporting information requested as provided in Section 1.1.3 to address Client's state and federal regulatory requirements.
Alltel Responsibilities. Perform console operations; - Perform problem/error resolution procedures for production problems in data center services; - Document problem/errors and their resolution per the Incident Management Process described in Exhibit F; - Review console logs for monitoring and analysis; - Provide on-line systems/sub-systems for production, development, quality assurance and training for access during scheduled hours; - Process on-line transactions; - Maintain equipment failure logs; - Log equipment, software and environmental problems; - Balance transmission/receipt of incoming and outgoing files; - Develop and document file backup and recovery procedures; - Maintain, update and execute approved file backup and recovery procedures; - Provide Client the capability to review/audit compliance with retention and storage requirements; - Provide logging and tracking of physical media in and out of the data center facilities, and provide required rotation of media for off-site vaulting in accordance with audit approved procedures; - Complete tape mounts and disk to meet production processing requirements; - Provide reliable media; - Clean and maintain the ALLTEL-provided equipment in the data center facilities at the required intervals. Tape drives will be cleaned on each production shift, printers will be cleaned at least monthly and all other preventative maintenance performed according to vendor provided schedules; - Store media in a physically protected and environmentally controlled area; - Provide Client with the capability to review media distribution and receipt control; - Store forms and supplies in physically protected and environmentally controlled facilities; - Provide secure storage and control for sensitive materials; and - Maintain on line report retention procedures.
Alltel Responsibilities. Maintain infrastructure software associated with the production, development, quality assurance and training environments; - Provide reasonable best efforts to maintain information and requirements to properly configure and reconfigure computer equipment; - Move/build/promote code throughout the development and test life cycle; - Resolve abended jobs in the most expeditious manner possible to meet processing window requirements; - Perform daily production scheduling reviews; - Maintain infrastructure software products including operating systems, utilities, database management systems, performance monitoring tools (as provided in Exhibit F), performance tuning and productivity tools via the Change Management Process; - Maintain restart capability and capacity to satisfy re-run requirements; - Maintain master production schedules; - Provide an ongoing analysis of abend/problem trends and initiate corrective action with the appropriate support or development team; - Track and report on Service Levels in accordance with Exhibit F; - Maintain the security and integrity of the production environment; - Determine and communicate to Client the operational impact of proposed scheduling changes; - With Client's assistance, develop a management escalation process to be invoked for any critical batch scheduled job streams anticipated not to meet required deadlines; - Complete batch processing schedules; - Process special request activities via RIS (Request for Information Services) process within mutually agreed upon time frames; - Test, install and support infrastructure software; - Monitor and tune the overall performance of the systems environment, research potential tools/products for viability and install tools/products as appropriate; - Provide systems consulting to the Variable Staff and maintenance and support personnel supporting Client; - Provide third-party product support in accordance with Section 7.2 of the Agreement including: maintaining third party software as required by third-party contracts and license agreements; and maintaining compatibility between systems software and third party products; - Maintain systems software documentation; - Implement appropriate monitoring packages and productivity tools; - Maintain development, quality assurance and training environments for Client that will allow testing of new systems software releases and applications software releases; - Analyze, develop and implement changes designed to improve processing perfo...
Alltel Responsibilities. Review with Client documented security procedures for data security; - Provide ongoing operational support of system security processes to supported environments; - Request data security investigations, when appropriate; - Inform Client of data security breaches discovered or made known to ALLTEL; - Cooperate with and support data security investigations as requested by Client; - Assist Client in recovering from breach of security violations that result in lost/damaged information; - Provide advisory support for Client personnel on data security related issues; and - Identify security risks and recommend procedures to minimize.
Alltel Responsibilities. Responsible for maintenance of ALLTEL owned and managed equipment including Day to Day operational needs, preventative maintenance and engineering changes; - Follow manufacturer's published preventive/predictive maintenance procedures; and - Provide maintenance for the equipment, as appropriate.
Alltel Responsibilities. Support of the information warehouse environment; - Populate the warehouse from defined systems including the maintenance of interfaces into the warehouses; - Maintain the infrastructure necessary to support the warehouse; and - Support of ALLTEL standard query tools.
Alltel Responsibilities. Operating systems to accept, rate and post service order input in a format suitable for SSI, assignment, billing, and error correction and to maintain history for billing requirements and data retention requirements in accordance with Section 10.2 of the Agreement; - Provide error correction, hold files and access and a mechanism for Client error records to be modified and input for subsequent processing; - Link service order input to billing, customer care, assignment and dispatch systems; and - Provide standard system functionality training for Service Order Entry Systems (as provided in Exhibit M).
