FairPoint Wholesale User Forum

FairPoint Wholesale User Forum

Portland, Maine

John Berard, Director, Wholesale Customer Relations

Agenda & Opening Remarks

January 23, 2008

January 23, 2008FairPoint Wholesale User Forum - Proprietary and Confidential

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Agenda – Morning Session

Webex/Conf Bridge Etiquette Mute Phones when not speaking *6 (*6 again

to un-mute) Never put your phone on hold to take another

call (avoids music on hold) State your name and company when speaking Ask Questions at the end of the slide not in the

middle. Two options (raise hand on Webex or un-

mute and ask your question)


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Agenda – Morning Session

Morning Agenda Close and Cutover Update – Michelle Hymson Central Office Access Post Close – Claudia

D’Amato Billing Update – Rich Murtha Morning Break OSS Test Plan – John Berard


Portland, Maine

Michelle Hymson, AVP Wholesale Services

Close and Cut-Over Update

January 23, 2008


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Close and Cut-Over Update

Regulatory

Approval phase

Transition

Services phase

Verizon Systems FairPoint Operates

Tentative Close DateFebruary 29, 2008

Planned Cut DateJuly 31, 2008

Transaction Timelines


Portland, Maine

Claudia D’Amato, Service Manager, Wholesale Customer Care

Collocation Access Post Close

January 23, 2008


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Access to FairPoint Properties

FairPoint Communications is committed to providing as seamless a transition as possible for Wholesale Customers with Collocation sites in ME, NH and VT

Collocated Customers currently doing business with Verizon in ME, NH & VT have been identified.

FairPoint has posted requirements on its Wholesale Web site for Collocated Customers to provide employee specific information to help with the transition.

An e-mail detailing the requirements has also been sent to identified Wholesale Customers.


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Wholesale Customer Employees who will be working at FairPoint properties will require a FairPoint ID card. FairPoint IDs and Access Cards/Keys will be provided

no later than 2 weeks prior to scheduled sale close date

A FairPoint Picture ID Card Request Form must be filled out and returned for each employee ID request.

The Request Form must be returned to FRP in order for a FairPoint ID to be issued for the individual

The ID will carry a photo of the Wholesale Customer Employee & will clearly identify the holder as a non-FairPoint employee


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Form to be returned to:FairPoint CommunicationsRich Murtha155 Gannett Dr.So. Portland, ME 04106

Name = CLEC Employee NameLocation = CLEC addressDate Required = Leave Blank Non-Employee Collocator = Check BoxFairPoint Sponsor = Rich MurthaTitle = Director Customer Operations WholesaleSponsor’s Phone # = 207-648-3059Authorized Signature = FRP Sponsor to sign



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Wholesale Customer Employees requiring access to FairPoint properties to work at their collocation sites will be issued Access cards and/or Keys as required.

A Non-Employee Regional Access Card/Key Application must be completed and returned to FairPoint


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Form to be returned to:FairPoint CommunicationsRich Murtha – Director Customer Operations – Wholesale 155 Gannett Dr.So. Portland, ME 04106

Reason For Request = Other Old Card Key # = VZ Collo ID (if available)Section 2 all fields should be filled outSection 3(A) to be signed by Wholesale Customer Mgr.Section 3(B) will be signed by FairPoint Sponsor.Section 4 = Information in text box above.



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Section 5: check off the states in which technician access is required to work at collocated sites.



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Identified Wholesale Customer Employees will be issued IDs, access cards and/or keys to be used for entrance into identified Collocation sites.

FairPoint will send access cards and/or keys via Express mail to the designated Wholesale Customer contact person approximately 2 weeks before the scheduled sale close date.

During the business day access problems on or after February 29th to any collocated site should be submitted via e-mail to [email protected] or call 207 648-3130.

Access problems occurring during non-business hours should be directed to FairPoint’s Maintenance Control Organization at 866-984-0626.

Access issue escalations should be directed to:

Barney BoyntonDirector – Operational Risk [email protected]


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Upon receipt of the FairPoint ID, the Wholesale Customer Employee must sign and return the FairPoint Picture ID Card Receipt.

Return form to: FairPoint Communications, IncBarney Boynton155 Gannett Dr.So. Portland, ME 04106

Access cards will not be activated until receipt is returned to FairPoint.



Portland, Maine

Rich Murtha, Director Wholesale Operations

Billing and Disputes

January 23, 2008


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FairPoint Wholesale Billing

Close Feb 29th 2008 Billing:

After close you will continue to receive billing in the same format it is received today from the same connections you currently use with Verizon.

Payment Your payments will be processed by Verizon until cutover

currently scheduled for the end of July. If the wholesale customer pays via lockbox, they will continue to

remit the payment in the same manner they do today. If the Wholesale customer processes payments via wire you will

continue to remit in the same manner you do today. You will also continue to receive your DUF Files etc in the same

manner as you do today until Cut-Over.


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FairPoint Wholesale Billing

Cut-Over Billing

FairPoint will be converting the Billing process from today's CABS interface to CDG.

Invoices will be in BDT/CSR format – CSR’s are optional. Delivery methods are CD, Paper and FTP - FTP will replace the NDM

option. Current Bill Date will be maintained. CDG will be holding 18 months of history prior to data being archived Billing disputes and collections will be processed together within the

ordering center to have a complete order process. DUF/MUF will be in industry standard EMI format - Issue 22 Version 3 Delivery options are CD/Email, FTP and Cartridge. Current delivery

schedule will be maintained. Payment

Payments methods will be Check via wholesale lockbox, Wire Transfer, Electronic Transfer


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FairPoint Wholesale Disputes and Collections

FairPoint requests that wholesale customers submit a complete wholesale claim with all required fields entered. All claims that are incomplete will be returned and FairPoint will request that the customer supply the missing elements and resubmit the claim via the wholesale dispute resolution process. A copy of the dispute form will be posted on the website.

Key elements to verify before submitting a claim: Ensure all required fields appearing in the Section 1 table are complete Ensure all data populated in the fields subject to validation is complete and accurate Review the Claim Type to determine if the selected Claim Type requires a Circuit

ID/CLLI/WTN or PON Ensure the selected Bill Date reflects the charges in dispute All claims should be formatted to conform to the FairPoint “Wholesale Billing Claims

Spreadsheet.” This spreadsheet will be sent back to customers containing the resolution for the submitted claim.

When FairPoint receives an email with one or more spreadsheets attached, every claim on a single spreadsheet will be investigated at the same time, which FairPoint refers to as a “Batch.” FairPoint will provide its initial response to all claims listed in the spreadsheet at the same time, which FairPoint refers to as a “Batch Level” response. FairPoint will have the ability to send customer status reports as claims are investigated in addition to the final resolution response.


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FairPoint Wholesale Disputes and Collections Claim Types

As noted above, the “Circuit ID/CLLI/WTN” and “PON” fields are required fields only in certain circumstances. These circumstances are identified in the chart below

BLK- Customer telephone line block is billing incorrectly DISC- A circuit or line that is billing after the request of disconnection. LPC- Invalid or incorrect Late Payment Charges appear on the

customer bill. MRC- Invalid or incorrect Monthly Recurring Charges appear on the

customer bill. NRC- Invalid or incorrect Non-Recurring Charges appear on the

customer bill. RAT- Invalid or incorrect Rates, per tariff or contract, appear on the

customer bill. TAX- Invalid or incorrect Taxes/Surcharges appear on the customer bill USG- Invalid or incorrect Usage fees appear on the customer bill.


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FairPoint Wholesale Disputes and Collections Acknowledgment and Assignment of Tracking Numbers.

When submitting wholesale claims, all required fields must have the correct data populated within the cell. If the customer-provided spreadsheet does not contain complete information in the required fields, the claim will be rejected. Once the customer has supplied the missing information and has resubmitted the claim, FairPoint will validate the fields indicated in the Section I table. Once these fields have been validated, the claim will be acknowledged.

If a customer has a claim involving multiple lines with a matching BAN, Bill Date in Dispute and Claim Type, FairPoint will assign a single FairPoint Audit Tracking Number.

All customer responses will contain an attached Wholesale Billing Claims Spreadsheet with information pertaining to each submitted claim item.


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FairPoint Wholesale Disputes and Collections Resolution Status

FairPoint will respond to all claims using the standard Wholesale Billing Claim Spreadsheet and note all findings in the Email the Spreadsheet is attached to. This spreadsheet will be sent to the customer as an attachment to a FairPoint Response Letter.

FairPoint responses will include: WCIT Audit Tracking Number – Assigned FairPoint Claim Tracking

Number associated with each line (Circuit ID/ CLLI/WTN) in the claim. Source of Payment Terms – Indicates whether the claim relates to a

Tariff or Contract (e.g. ICA). For disputes that do not relate to a Tariff or Contract, “Not Applicable” is placed in this field.

Status – The Status will denote investigation findings for a specific line (Circuit ID/ CLLI/WTN) in dispute. Status findings are noted as “Resolved” or “Pending Investigation”.

Notes – Notes pertaining to the claim investigation findings and resolution.

Denied Amount – The dispute that remains as a valid charge. Approved Amount – The dispute amount to be credited to the

customer.


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FairPoint Wholesale Disputes and Collections Inquiries

When you have general questions regarding your billing account, you should contact the FairPoint Billing Claim Center.

Example of Inquiry Activity: Bill copy requests (handled by both claims and collections) Explanation of bill Address change for bill Request for electronic billing

800 Numbers for FairPoint: 866-925-8971 Wholesale Billing Disputes and Collections

Email Address: [email protected]

Should you have any questions regarding payments, please contact your Payment Contact Center. Please do not submit a claim regarding payments or misapplied payments.


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FairPoint Wholesale Billing, Disputes and Collections Questions


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On Break


Portland, Maine

John Berard, Director Wholesale Customer Relations

OSS TEST PLAN

January 23, 2008


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Agenda - OSS Test Plan

Overview Roles and Responsibilities

FairPoint and Wholesale Customer The Schedule Phase 2 Wholesale Customer Integration

Testing Phase 3 Wholesale Customer Certification Test Metrics Defect Management


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Overview

FairPoint provides Wholesale Customers a Wholesale Customer Testing Environment supporting Pre-Order, Order and Trouble Administration Transactions for both ASR’s and LSR’s.


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Roles and Responsibilities – FairPoint Define Test Decks Identify and Communicate Test Data in

support of Wholesale Customer Certification Satisfy Data and Environment Requirements Validate connectivity from Wisor to backend

OSS systems prior to Wholesale Customer testing

Work in conjunction with individual Wholesale Customer's to provide and confirm access to Wisor


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Roles and Responsibilities – FairPoint

Define Test Execution Calendar and Detailed Schedule

Log defects and manage defects to resolution internally

Conduct Wholesale Customer Defect Status Meetings

Develop, maintain, and publish weekly test execution and defect metrics reports for Wholesale Customer's

Retest defects and provide environment certification test support

Review and Refine Tests


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Roles and Responsibilities -Wholesale Customer’s Work with FairPoint to establish connectivity

to Wisor Gateway (find connectivity guide @: www.fairpoint.com/wholesale )

Define test data requirements and deliver to FRP per agreed upon schedule

Execute tests via Wisor and/or GUI Communicate and/or log defects for failed

tests Retest defects and confirm resolution Participate in Defect Status Meetings


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Schedule - Phase 1, 2, 3

TEST PHASE DATES DESCRIPTION EXIT CRITERIA

PHASE I:

Internal Testing

02/01/08

to

03/14/08

FairPoint/Capgemini to conduct product, integration and system testing of all OSS/back office systems and Wholesale application.Wholesale Customers work with FairPoint to establish connectively.

100% Test Case Execution90% Pass RateAll Outstanding Sev 1 and Sev 2 Defects have been documented and communicated to Wholesale Customer’s by FairPoint.

PHASE II:

Wholesale Customer Integration Testing

03/17/08 to

04/25/08

FairPoint and Wholesale Customer’s work collaboratively to define and execute integration tests to backend systems.

100% Test Case Execution95% Pass RateAll Outstanding Sev 1 and Sev 2 Defects have been documented and communicated to Wholesale Customer's by FairPoint.

Phase III:

Wholesale Customer Certification

04/28/08 to

05/31/08

Capgemini and Wholesale Customers conduct comprehensive testing of preorder, order, and trouble management functionality that meet the results mandated for certification approval.

100% Test Case Execution100% Pass RateNo Outstanding Sev 1 and Sev 2 Defects.


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Schedule – Phase 1, 2, 3

Phase Activity / Milestone Start Date End Date Dur

Phase 1 - Internal Testing Execute Phase 1 - Internal Wholesale Testing 02/01/08 03/14/08 6P2M1 - Identify Phase 2 CLEC Participants 02/01/08 02/01/08 -P2M2 - Finalize CLEC Phase 2 Data Requirements 02/15/08 02/15/08 -P2M3 - Finalize Phase 2 Test Scenarios 02/22/08 02/22/08 -P2M4 - Provide Phase 2 Test Environment Access Details 02/29/08 02/29/08 -P2M5 - Deliver CLEC Test Decks with Test Data Assignments 03/07/08 03/07/08 -Execute Phase 2 - CLEC Shakeout Testing 03/17/08 03/28/08 2Execute Phase 2 - CLEC Integration Testing 03/31/08 04/25/08 4P3M1 - Identify Phase 3 CLEC Participants 03/14/08 03/14/08 -P3M2 - Finalize CLEC Phase 3 Data Requirements 03/28/08 03/28/08 -P3M3 - Finalize Phase 3 Test Scenarios 04/04/08 04/04/08 -P3M4 - Provide Phase 3 Test Environment Access Details 04/11/08 04/11/08 -P3M5 - Deliver CLEC Test Decks with Test Data Assignments 04/18/08 04/18/08 -Execute Phase 3 - CLEC Certification Testing 04/28/08 05/31/08 5PROVIDE NOTICE OF READINESS 05/30/08 05/30/08 -Operational Readiness Testing 04/28/08 05/30/08 5

Operational Readiness

Wholesale Testing High Level Schedule

Phase 2 - CLEC Integration

Phase 3 - CLEC Certification


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Phase 2 – Customer Integration TestingKey Activities

Uses the same configuration of the environments and test conditions as Phase 1

Individual Wholesale Customer’s take an active role in test execution.

Wholesale Customer’s provide specific data requirements and FairPoint provides specific test data sets to be used for each test. Wholesale Customer Shakeout Test

Wholesale Customer Access and connectivity to Wisor hosted solution

Wisor connectivity to FairPoint back office systems Wholesale Customer Integration Test

Full execution of all tests that will be in scope for Phase 3. Identify and resolve a majority of the defects. Retesting of fixed defects.


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Phase 3 - Customer CertificationKey Activities

Production environment connectivity testing conducted

Data requirements reviewed, accounts identified and provided to Wholesale Customer

Environment reset and baseline Test transactions submitted and validated in

downstream systems Responses generated and confirmed by Wholesale

Customer Test results reviewed and approved – Certification

granted


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Test Metrics

Wholesale Customer Defect Summary Report Captures the following metrics for ALL Wholesale

Customer’s: Defect # Severity Status Assigned Team Detected in Application Summary # Blocked Tests Planned Fix Date


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Test Metrics

Wholesale Customer Testing Summary Report

Wholesale Customer Test Execution Roll-up Report (Executive View)

Captures the following metrics for ALL Wholesale Customers:

All Wholesale Customer's by Name Test Phase % Plan Executed % Actual Executed % Passed % Failed Status – RED / YELLOW / GREEN


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Test Metrics

Wholesale Customer Test Case Execution Detail Report This weekly report captures the following metrics:

Wholesale Customer Name Application(s) Test Phase (Phase 1, 2, 3) Start Date End Date Total Test Cases Planned Actual Executed to Date % Plan Executed # Passed # Failed # Not Complete # No Run Total Count % Actual Executed % Passed % Failed Status – RED/YELLOW/GREEN


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Defect Management Process

Defects captured, fixed, retested, and closed by Wholesale Customer. FairPoint and Wholesale Customer Agree on Test Deck –

Scenarios (Requisition Type & Activity Type) to be tested. Wholesale Customer submits Test Orders – FairPoint and

Wholesale Customer Document Results. Wholesale Customer sends all identified defects to FairPoint

at [email protected] Response to include: PON, CCNA, Requisition Type,

Activity Type, CID/WTN, description of defect. FairPoint records defect, analyzes, identifies fix, implements

fix, notifies wholesale customer to retest. Wholesale Customer retests and provides results to

FairPoint FairPoint closes out defect upon confirmation of fix by the

Wholesale Customer.


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Daily Defect Meeting Details Meeting Schedule: Recurring Daily (30 to 60 minutes) Priorities:

Severity 1 Issues – Sorted By - Detected Date Severity 2 Issues – Sorted By - Detected Date Aged Defects – Defects that have been open longer than defined SLA

targets

Location: Conference Bridge Will Be Provided Required Participants:

FairPoint Test Coordinator FairPoint Defect Manager Wholesale Customer Primary Points of Contact

Optional Participants: Wholesale Customer Alternate Points of Contact


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Severity Description Sample Defects1 Critical System Inoperable, Interface

Unusable (requires and emergency fix, manual work-arounds are not feasible)

Order Management Environment is downUnable to create new order in Siebel or Wisor

2 High Module Inoperable/Data Corrupted, Interface Affecting (requires and emergency fix, requires manual work-around)

Wisor not returning FOC date to Wholesale Customer yet it is being scheduled in FairPoint Back Office Systems.

3 Moderate Feature inoperable/not working as documented, Customers can still perform daily business or reasonable workaround in place

Clear button does not function properlyFairPoint is not receiving data from an optional field on the LSR

4 Low Operational Question/Cosmetic Issue Shortcut/Hot key not functional

5 Enhancement Any additional enhancements that can be made to system, managed via the FairPoint Change Management Process.

Any additional enhancement that is not included in the current business rules documentation.

Defect Severity Guidelines


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FairPoint Wholesale OSS Test Plan

Questions


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Today’s Afternoon Session 1:30PM to 3:30PM EST

Review FairPoint Wholesale Website Review Question and Answer Log from

November 29th 2007 User Forum

Next User Forum February 27th 2008 - Face to Face Portland Maine Marriott –Sable Oaks

Documents

FairPoint Wholesale User Forum