Wide Area Network (WAN) Service Milestones

Service Milestones for Wide Area Network (WAN) Services

In my opinion, it seems like carriers have gone backwards in WAN installations and it has become more cumbersome in spite of the technology available. Part of the problem, again, in my opinion, is that proper expectations are not established upfront by the Sales team to the end-user. The reality, is most carrier Account Teams are not aware of the process as they should nor do they fully understand the sequence of events.

Based on a recent experience installing a WAN and IP Services, I thought it might be beneficial to post the actual Service Provider Milestones and Descriptions. This include:

Order Creator:  The order is submitted once the contracts are signed by the customer and the sales team. The sales team sends the order to the Front End Ordering team. The order is then handled by a Customer Service Specialist (CSS)/FEO. The CSS team member then writes the initial order on the MDS form.

Firm Order Delivery (FOD): The Assembler generates this date and the date helps to confirm customer's order(s) and service requests internally. The Assembler sends Access Service Request (ASR) to the Local Exchange Carrier (LEC) if the LEC confirms acceptance, FOD Date is posted and a PON is generated.

Purchase Order Number (PON): Once the LEC acknowledges the order a PON Is sent back to the Service Provider.

Universal Service Order (USO): Once the order has been submitted to the Order Manager by the Order creator, the information will be verified by the OM and then the order is released.  This process generates the USO.  The USO number is used to track updates and status for each location.  You can use SOTS, EFMS or IOS.

Firm Order Confirmation (FOC): This milestone is met after the site survey has been completed by the Engineer who generates a letter to the customer highlighting customer’s site requirements if applicable.  Internally, the LEC (Local Exchange Carrier) issues key pillars or milestone dates including service delivery dates. If the site is within the Service Provider footprint FOC’s due date is approximately 16 days after FOD.  If it is outside the Service Provider footprint, it is approximately 22 days.
*If this date is missed the PM is responsible for initiating escalation.

Design Verified and Assigned (DVA): End to end facility design and verified (For internal design team only)

Wired &Office Tested (WOT): End to end facility design wired and tested (For internal design team only)

Record Issue Date (RID): End to end facility design complete (For internal design team only)

(EAD)Access Circuit Installation: This service milestone takes place after FOD , FOC and the internal infrastructure is completed.  The circuit is installed at customer’s site by the Local Exchange Technician
*If EAD is missed, the PM is responsible for initiating and following up with the escalation process.

(CTA) Circuit Tested Available:  This is a test conducted to confirm the success of the circuit installation after the Service Provider has supplied equipment to the data circuits and routers.
*If CTA is missed, the PM is responsible for initiating and following up with the escalation process

Pretest:  A technician goes out to the customer site and test the circuit. This is primarily done for IPFLEX orders

Porting:  Number porting is the handoff of a phone number from one carrier to another at the request of a customer. (If Applicable).  The porting is scheduled by the Order Manager

Test and Turn Up (TTU): Once the router installation has been tested, the Service Provider will prepare to perform the Test and Turn-up of the Service on the Scheduled Due Date and Time.   During this process a technician will only be dispatched to go to the customer premises to assist with this process if the customer paid for onsite install, which is an extra charge. If the customer selected Tele install then the customer is responsible for connecting the smart jack to the router.

* The Order Manager will contact the customer during this process in order to verify all information and to go into details regarding the necessary steps and or requirements to be met by the customer before the TTU date.

Due Date:  This date represents the day that the Service Provider guarantees to be completed. (*if date is missed, reach out to your OM)  It also starts the billing process.  If the DD comes and the customer is not ready (CNR) the billing still starts. (Reach out to AM to inform them of the situation)
*Due Date will be changed if any Risks or Delays comes up that will affect milestone dates

*Escalation process

1)      Generate an email to the  Order Manager and if applicable any online tools/portals

2)      If no response within 48 hours raise it to the OM’s Manager and copy your AM

3)      If still no response within 24 hours go to your AM who will raise it to the Director’s Leve