Common use of Key Service Quality Measurement Definitions Clause in Contracts

Key Service Quality Measurement Definitions. 9. Average Interval - Average number of business days between order Completed application date and actual work completion date. The application date is the date that a valid service request is received. Completion date is the field completion date noted on the Service Order. Includes "W" coded orders only. Orders completed late due to a CLEC or CLEC end user caused delay are excluded from this performance measure. Does not include an order with a due date that is beyond the standard available appointment interval. -------------------------------------------------------------------------------- 10. % Completed within For POTS orders of 1 to 5 lines. The percentage of 5 business days - Total orders completed in 5 business days between order application date and actual work completion date. The application date is the date that a valid service request is received. Includes "W" coded orders only. Orders completed late due to a CLEC or CLEC end user caused delay are excluded from this performance measure. Does not include an order with a due date that is beyond the standard available appointment interval. Does not include coordinated cut-over orders, such as loop or number portability orders. -------------------------------------------------------------------------------- 11. % Missed Installation Percentage of all orders completed for which there Appointment - BA - Total was a missed installation appointment caused by BA. Excludes missed installation appointments caused by CLEC or end user, including required access not available during appointment interval. -------------------------------------------------------------------------------- o % Missed Installation Same as above, for orders that require the Appointment - Dispatch assignment of loop facilities, switching office equipment, or both. -------------------------------------------------------------------------------- o % Missed Installation Same as above, for orders that require Appointment - No switching translations work only. These Dispatch are primarily "feature orders". -------------------------------------------------------------------------------- 12. % Missed Installation Percentage of all orders completed for which there Appointment - Facilities was a missed installation appointment due to lack of BA facilities. -------------------------------------------------------------------------------- -------------------------------------------------------------------------------- 13. % Installation Troubles Percentage of lines/circuits/trunks ordered for within 30 Days which a Network Trouble (Disposition Codes, 3, 4 and 5) is reported and found within 30 days of order completion. Excludes subsequent reports (additional customer calls while the trouble is pending), Customer Provided Equipment (CPE) troubles, troubles reported but not found (Found OK and Test OK), and troubles closed due to customer action. Trouble reports on unregulated services, such as Voice Messaging, are excluded. -------------------------------------------------------------------------------- Key Service Quality Measurement Definitions: -------------------------------------------------------------------------------- Maintenance: -------------------------------------------------------------------------------- 14. Network Trouble Report Total Initial Customer direct or referred Troubles Rate reported on services by customer, where the trouble disposition was found to be a network problem (Disposition Codes 3, 4 and 5), per 100 lines/circuits/trunks in service. Excludes subsequent reports (additional customer calls while the trouble is pending), Customer Provided Equipment (CPE) troubles, troubles reported but not found (Found OK and Test OK), and troubles closed due to customer action. Trouble reports on unregulated services, such as Voice Messaging, are excluded. -------------------------------------------------------------------------------- o Trouble Report Rate - Same as above, Disposition Codes 3 (Drop Wire) and Dispatch 4 (Outside Plant) only. Troubles found to be in the Outside Plant facilities. -------------------------------------------------------------------------------- o Trouble Report Rate - Same as above, Disposition Code 5 (Central Office) No Dispatch only. Troubles found to be within the Central Office, including translation troubles. -------------------------------------------------------------------------------- 15. % Missed Repair The percentage of Initial Network Trouble Reports Appointments (Disposition Codes 3, 4 and 5) that are not repaired and cleared by the time committed. Excludes subsequent reports (additional customer calls while the trouble is pending), Customer Provided Equipment (CPE) troubles, troubles reported but not found (Found OK and Test OK), and troubles closed due to customer action. Also excludes missed repair appointments caused by CLEC or end user, including required access not available during appointment interval. Trouble reports on unregulated services, such as Voice Messaging, are excluded. -------------------------------------------------------------------------------- o % Missed Repair Same as above, for troubles where a dispatch was Appointment - Dispatch required outside of the BA Central Office and the trouble was found in Outside Plant (Disposition Codes 3 and 4). Troubles where there was both an inside and an outside dispatch are included if the final resolution was a loop trouble. -------------------------------------------------------------------------------- o % Missed Repair Same as above, for troubles where a dispatch may Appointment - No have been required outside of the BA Central Dispatch Office, but the trouble was resolved within the Central Office. Includes translation type troubles as well as Central Office type troubles. -------------------------------------------------------------------------------- -------------------------------------------------------------------------------- 16. Mean Time to Repair For Initial Customer Trouble Reports found to be network troubles (Disposition Codes 3, 4 and 5), the average duration time from trouble receipt to trouble clearance. Running clock for POTS troubles. Stop Clock for Specials troubles and Interconnection Trunk troubles. Excludes subsequent reports (additional customer calls while the trouble is pending), Customer Provided Equipment (CPE) troubles, troubles reported but not found (Found OK and Test OK), and troubles closed due to customer action. Trouble reports on unregulated services, such as Voice Messaging, are excluded. -------------------------------------------------------------------------------- 17. % Out of Service Network troubles (Disposition Codes 3, 4 and 5) [greater than] 24 Hours out of service, repaired and cleared more than 24 hours after receipt of a customer trouble report, as a percentage of total network troubles (Disposition Codes 3, 4 and 5) out of service. Out of Service means that there is no dial tone, the customer cannot call out, or the customer cannot be called. The Out of Service period commences when the trouble is entered into BA's designated trouble reporting interface either directly by the CLEC or by a BA representative upon notification by the CLEC. Excludes subsequent reports (additional customer calls while the trouble is pending), Customer Provided Equipment (CPE) troubles, troubles reported but not found (Found OK and Test OK), troubles closed due to customer action, and troubles not out of service. Trouble reports on unregulated services, such as Voice Messaging, are excluded. -------------------------------------------------------------------------------- Key Service Quality Measurement Definitions: