Telephone & Voice Orders - SLAs

Telephone and Voice Orders

A basic order is defined as a request with less than 10 items that does not include wiring and doesn't require an Account Executive to meet with the customer to determine their needs.
A request for a basic order is completed within 7 business days of receipt of the order.
In the past, our service level time frame for basic orders has been 5 business days. Qwest made changes for their order interval in December 2002 which forced NetCom to increase our interval from 5 to 7 business days for any order on which we must rely on Qwest (this includes new lines or moves of lines between buildings). We are presently working with Qwest to resolve this issue and are hopeful that we will be able to return to a service level of 5 business days.

A basic wiring order is defined as a request for wiring only with less than 10 items that doesn't require an Account Executive to meet with the customer to determine their needs.
A request for a basic wiring order is completed within 5 business days of receipt of the order.

A basic order with wiring is the same as a basic order with the addition of wiring needed to complete the request.
A request for a basic order with wiring is completed within 10 business days of receipt of the order.

A complex order is defined as any order that isn't basic order, basic wiring order, or a basic order with wiring.
The due date for a request for a complex order is negotiated with the customer.