Wholesale Cutover Communication Plan

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2 Version Control Version Date Author Change Description 1.0 Draft 09/19/2008 John Berard Document created 2.0 Draft 09/22/2008 John Berard Revised all Sections based on feedback. Added Drafted Escalation List Added Appendix Section Added Timeline 3.0 Draft 09/25/2008 John Berard Revised all sections based on feedback 4.0 Draft 09/26/2008 John Berard Revised all sections based on Legal & Liberty feedback 5.0 Draft 11/13/2008 John Berard Revised all sections based on feedback Release: September 19, 2008 Page 2 of 77

3 I. Introduction The purpose of the FairPoint (the Plan) is to define and communicate the processes and procedures that FairPoint has developed for interaction between FairPoint and members of the Wholesale Community before, during and immediately following Cutover. Some processes and procedures are still under development and those will be shared with the Wholesale Customers as promptly as possible. The processes and procedures described in this Plan will be utilized during three periods (defined below): Pre-Cutover, Cutover and Post-Cutover. The Plan describes the processes that will be in effect during each of these periods. FairPoint is committed to parity, business continuity, and ongoing communications to ensure as smooth a transition as possible with minimal disruption to our Wholesale Customers and their end-users. Wholesale Customers in Maine, New Hampshire and Vermont are familiar with the current Verizon Systems for ordering, provisioning, installation, testing/turn up, maintenance, repair and other assorted systems. FairPoint will be transitioning from those existing Verizon Systems to our customized solution that will be turned up during Cutover. The Plan will define system processes and transition timelines so the Wholesale Community will know what to expect and can become familiar with all aspects of the coming transition. The Plan will also continue to be updated as additional information becomes available and as dates are finalized. The transition timelines presented in this manual are divided into three phases. Those phases are: i. Pre-Cutover. Pre-Cutover is the period we are in right now. FairPoint is making numerous preparations in anticipation of The Systems transition, including but not limited to system integration, system testing and system documentation. Our Wholesale Customers have been active participants and valued stakeholders in many of these preparations already. Pre- Cutover is tentatively scheduled to end on January 30th, 2009 at 6:00 pm. This date assumes the 60 day Irrevocable Notice of Cutover has been issued by November 30, ii. Cutover. Cutover is that time when the current systems will be unavailable and the transition to the new systems will be taking place. Cutover is tentatively scheduled to begin at 6:01 pm January 30, 2009 pending Verizon approval. The Cutover period is anticipated to last five (5) business days and end on February 6, 2009 at 6:00 pm. At the conclusion of Cutover, the Post-Cutover period will begin. This schedule assumes the 60 day Irrevocable Notice of Cutover has been issued by November 30, Release: September 19, 2008 Page 3 of 77

4 iii. Post-Cutover. Post-Cutover is that time when the new systems are up and operating. It is our intention that Post-Cutover will continue until systems are operating normally and within defined, guidelines. It is not intended to describe normal operations. Post-Cutover is currently scheduled to begin at 6:01 pm on February 6, This date assumes the 60 day Irrevocable Notice of Cutover has been agreed to and issued by November 30, 2008 and that Cutover has begun on January 30th, 2009 at 6:01 pm. All days specified within the Plan are calendar days unless specifically noted otherwise. The Plan, its three unique phases and the processes associated with those phases are applicable to ALL FairPoint customers, including both Retail and Wholesale Customers. Parity is our guide for all customer impacting changes and processes. Cutover is subject to approval and authorization of regulatory authorities. All dates and timeframes contained in this are subject to change. If you have questions with regard to the information contained in the Plan, please feel free to contact John Berard at (207) or contact your FairPoint Account Team. This is provided for informational purposes only and FairPoint reserves the right to make changes to the processes described in this in its sole discretion. While FairPoint believes the information contained herein is true and accurate, FairPoint makes no representations or warranties, express or implied, as to the accuracy or completeness of the information contained in this Wholesale Cutover Communication Plan. This does not constitute a contract, and issuance of this Plan does not create any contractual obligations or any other obligation whatsoever on the part of FairPoint or Verizon or any FairPoint or Verizon affiliate. Release: September 19, 2008 Page 4 of 77

5 Critical Terms 1. CDG. CDG or Communications Data Group is a Service Bureau that FairPoint uses, to support both Wholesale Customer access and local billing. 2. Customer Jeopardy. A Customer Jeopardy is any order that is in a jeopardy status as a result of a Wholesale Customer s issues, such as. no access or customer not ready. These orders will be cancelled by Verizon on the date of Cutover and will need to be reinitiated by the Wholesale Customer in FairPoint systems. 3. Cutover Period. Cutover is that time when the current Verizon Systems will be unavailable and the transition to the new FairPoint systems will be taking place. Cutover is tentatively scheduled to begin at 6:01 pm January 30, The Cutover period is anticipated to last five (5) business days and end on February 6, :00 pm. At the conclusion of Cutover, the Post-Cutover period will begin. This schedule assumes the 60 day Irrevocable Notice of Cutover has been issued by November 30, 2008 and that Cutover begins on January 30, 2009 at 6:01pm. 4. Embargo. In order to minimize manual handling of orders during Cutover, FairPoint will impose an Embargo on orders that might not complete before Cutover. The Embargo will apply to all retail and wholesale orders with due dates five (5) days prior to the scheduled Cutover date or later. For the anticipated Cutover date of January 30, 2009 at 6:00 pm, orders with due dates of 6:00 pm on January 23, 2009 or later would be subject to the Embargo. Emergency orders (see below) are not subject to the Embargo. Wholesale Customers with orders subject to the Embargo will not be allowed to submit the orders in the Verizon Systems; however, the Wholesale Customers may either submit the orders in Wisor, where they will be queued for execution in the Post- Cutover period, or may delay submitting the orders until the Post-Cutover period. 5. Emergency Orders. Emergency orders are those orders that qualify under the Telecommunications System Priority (TSP) Guidelines, as defined by the Federal Office of Priority Telecommunications. TSP orders are available to Business and Government End Users only and not to residential customers. TSP codes are assigned by the Federal Office of Priority Telecommunications. In addition we will, on a case by case basis, provision orders for such issues as New Service for Medical expedites, Change TN for legal demand situations, Change Directory Listing for legal demand situations and other extreme or emergency scenarios. These orders will require approval at Director Level during Cutover. Release: September 19, 2008 Page 5 of 77

6 6. FairPoint Jeopardy. A FairPoint jeopardy is any order that is in a jeopardy status as a result of a FairPoint issue, such as scheduling work load. These orders will be treated as in-flight orders and will be re-keyed into the FairPoint systems by FairPoint personnel. 7. Flow Through: FairPoint will measure Flow Through as the ability for qualifying orders to obtain a Firm Order Commitment (FOC) without manual intervention. 8. Implementation Manager. Implementation Managers are individuals with the Business and Wholesale Services Organization who will be responsible for Emergency Orders during Cutover. They will coordinate conference calls that will include all necessary departments in order to have services turned up. 9. In-Flight Orders. In-flight, or pending orders are those orders (ASRs and LSRs) received by FairPoint from Verizon with a due date extending beyond the Embargo Date. These orders will be manually re-keyed into the FairPoint systems once they become operational. These will include any orders submitted into the Verizon systems once the Embargo Period begins. 10. New Orders. New Orders are orders which are queued in the FairPoint Wisor system or held until the completion of Cutover as the due dates extend beyond the Embargo period. These orders will be processed as soon as the FairPoint systems become operational. 11. Pending Orders. Pending Orders are the orders that will remain open in the Verizon system and will have to be re-keyed into the FairPoint systems by FairPoint personnel. This will be inclusive of all in-flight orders. 12. Post-Cutover Period. Post-Cutover is that time when the new FairPoint Systems are operating. The Post-Cutover period will continue until the new FairPoint Systems are operating normally and within defined guidelines. It is not intended to describe normal operations. Post-Cutover is currently scheduled to begin at 6:01 pm on February 6, This date assumes the 60 day Irrevocable Notice of Cutover has been agreed to and issued on November 30, 2008 and that cutover has begun on January 30 th, 2009 at 6:01 pm. 13. Pre-Cutover Period. Pre-Cutover is the period we are in right now. FairPoint is making numerous preparations in anticipation of the systems transition, including but not limited to system development, system testing and system documentation. Our Wholesale Customers have been active participants and valued stakeholders in many of these preparations already. Pre-Cutover is tentatively scheduled to end on January 30, 2009 at 6:00 pm. This date assumes Release: September 19, 2008 Page 6 of 77

7 the 60 day Irrevocable Notice of Cutover has been issued on November 30, 2008 and that Cutover begins on January 30, 2009 at 6:01pm. 14. Siebel. Siebel is a FairPoint internal application that houses the Wholesale Customer hierarchy of account information and certain associated assets (such as loops, features, Uniform Service Order Codes, etc.). 15. Systems. The systems used by members of the Wholesale Community and FairPoint for pre-ordering, ordering, provisioning, installation, testing, maintenance, repair and billing of FairPoint Wholesale Services. 16. Wisor. Wisor is a FairPoint provided external application that allows Wholesale Customers to send and receive Pre-Order, Order, Order Status and Trouble Administration transactions using a Web browser or EDI. It is used in the FairPoint states of Maine, New Hampshire and Vermont. Release: September 19, 2008 Page 7 of 77

8 Release: September 19, 2008 Page 8 of 77

9 TABLE OF CONTENTS 1 STAFFING Wholesale Service Center (WSC) Ordering Pre-Cutover: Cutover Regional Operations Center (ROC): Provisioning/Installation & Trouble Administration/Repair Pre-Cutover Post-Cutover WHOLESALE CUSTOMER TRAINING Wisor Training Pre-Cutover Cutover Post-Cutover PRE-ORDER Process Pre-Cutover Cutover Post-Cutover ORDERING Escalation Lists Pending (In-Flight) Orders Pre-Cutover Cutover Post-Cutover Orders in Jeopardy Status Pre-Cutover Cutover Post-Cutover New Orders Pre-Cutover Cutover Post-Cutover Emergency Orders Pre-Cutover Cutover Post Cutover Regulatory Relief Metric Relief...26 Release: September 19, 2008 Page 9 of 77

10 4.7 System Release Management DIRECTORY LISTINGS Directory Listings Overview Pre-Cutover Cutover Post-Cutover PROVISIONING & INSTALLATION Escalation Lists / Process Order Processing Pre-Cutover Cutover Post-Cutover Emergency Orders Pre-Cutover Cutover Post-Cutover BILLING Escalation List Billing Disputes Pre-Cutover Cutover Post-Cutover Media / Format Pre-Cutover Cutover Post-Cutover DUF Pre-Cutover Cutover Post-Cutover Payments Pre-Cutover Cutover Post-Cutover Billing Cycles Pre-Cutover Cutover Post Cutover CARE / NeuStar Pre-Cutover Cutover...39 Release: September 19, 2008 Page 10 of 77

11 7.7.3 Post-Cutover Billing and Collection Services (B&C) Pre-Cutover Cutover Post-Cutover E Escalation Lists E9-1-1 Process Pre-Cutover Cutover Post-Cutover TROUBLE ADMINISTRATION / REPAIR Escalation Lists Ticket Submission Pre-Cutover Cutover Post-Cutover Remote Testing Pre-Cutover Cutover Post-Cutover Dispatch Request Pre-Cutover Cutover Post-Cutover System Release Management Under Development OPERATOR SERVICES / DIRECTORY ASSISTANCE (OS/DA) OS/DA Process Pre-Cutover Cutover METRICS PAP Delivery Process Pre-Cutover Cutover Post-Cutover INTERVAL GUIDES Summary...47 Release: September 19, 2008 Page 11 of 77

12 13 ESCALATION LISTS FairPoint Wholesale Account Team Contacts Provisioning, Installation, Repair and Maintenance Contact Lists Escalation Lists WHOLESALE CUSTOMER CHECK LIST APPENDICES Appendix A - FairPoint Wholesale Customer Facing Systems Migration Table Appendix B Company Codes GLOSSARY...74 Release: September 19, 2008 Page 12 of 77

13 1 STAFFING 1.1 Wholesale Service Center (WSC) Ordering Summary The following is an outline of key staffing plans to address production levels and contingency staffing for Post-Cutover. These are the current staffing numbers to ensure the FairPoint Wholesale Service Center (WSC) has sufficient resources in place to address historically normal work volume, Pre-Cutover activities and contingency staffing for Post-Cutover. FairPoint s staffing plan was constructed based on the understanding of a level of flow through (to obtain a FOC response) that would be provided by our systems. FairPoint has identified the volumes of orders by product type based on historical information and aggregated the numbers to a volume of flow through based on the products that will be eligible for flow through. Staffing was then based on the needs for standing up the systems and working the complex orders in a manual process and also being staffed for the anticipated volume of manual fallout. The numbers for FairPoint s flow through orders are in line with those of Verizon Pre-Cutover: Normal Production Staffing Level: FairPoint maintains its production staffing level based on expected flow-thru intervals on the new FairPoint systems FairPoint has 90% of the required personnel resources on board. The staff is processing orders currently in the Verizon system and going through training in preparation for Cutover. The additional 10% of staff needed have been selected and will begin training at the end of October. The training will run continuously through Cutover and beyond. FairPoint maintains a continual recruitment, hiring and training program to ensure that we have sufficiently trained personnel to manage order activity Temporary Support Staffing: FairPoint WSC will increase its staffing level above the historically normal production level by 17%. The staff will be used to support the Cutover and beyond. This is in addition to the current staffing levels and additional 10% identified. The staff is being put in place to support ancillary tasks, and to provide the WSC management team the opportunity to test and train on the new systems while current production levels are maintained Temporary support staff is planned to be in place 60 days prior to Cutover and will be maintained after Cutover until this force is no longer required Contingency Staffing Level: FairPoint WSC will increase staffing by an additional 57% for staffing of a disaster recovery plan if flow-through as expected is not Release: September 19, 2008 Page 13 of 77

14 realized. This staff is over and above the temporary support staff that will be in place within the WSC. We plan to outsource approximately 85% of this staffing increase to an experienced provider who has previously contracted with Verizon to support LSR and ASR activities Contingency Support Staff is expected to be in place 45 days prior to Cutover. This team has already been working ASR and LSR projects for a Bell Operating Company and will be receiving FairPoint system training beginning December 1, Cutover The Wholesale Service Center will have system subject matter experts in place on the floor to coach the WSC Representatives on potential knowledge gaps and system functionality. These SMEs will have overall Wholesale Customer knowledge and skills and will be maintained until FairPoint is able to return to the normal production staffing levels Post-Cutover Return to Normal Production Staffing Levels: FairPoint will resume normal production staffing levels when the backlog of orders has been eliminated, flowthrough has resumed to expected levels and new employee skill levels have reached acceptable levels to provide and meet the service demands of our customers. 1.2 Regional Operations Center (ROC): Provisioning/Installation & Trouble Administration/Repair Summary The following is an outline of key staffing to address normal production levels, Pre- Cutover staffing and contingency staffing for Post-Cutover. These staffing levels will ensure that the Regional Operations Center (ROC) will have the necessary resources in place to address normal work volumes, Pre-Cutover activities and contingency staffing for Post-Cutover. FairPoint s ROC assumes the functions and responsibilities of the following Verizon centers: Overall Control Office (OCO), Maintenance Control Office (MCO), Regional CLEC Coordination Center (RCCC), Regional CLEC Maintenance Center (RCMC) and the Data Services Assurance Center (DSAC). In addition the FairPoint Emergency Response Center (FERC) will also be managed from the ROC. Due to consolidation of the aforementioned Verizon centers into the ROC, the staffing plan for Provisioning and Installation is the same as the plan for Trouble Administration and Repair. Release: September 19, 2008 Page 14 of 77

15 1.2.1 Pre-Cutover Normal Production Staffing Level: FairPoint has planned for production staffing levels based on expected flow through intervals on the new FairPoint Systems. FairPoint flow-through levels are expected to be the same as the current Verizon flow-through levels FairPoint currently has 90% of the required staff on board; the staff is processing orders and trouble tickets currently in the Verizon system or going through training in preparation for Cutover. FairPoint s plan calls for 100% of the staff needed to be on board in time for Cutover Temporary Support Staff: FairPoint has increased its staffing level by 14% to support Pre-Cutover activities. This staff supports ancillary tasks and affords the management team the opportunity to test and train on the new systems while current production levels are maintained Contingency Staffing Level: FairPoint will increase staffing by an additional 14% (in addition to the temporary staffing) to support any unanticipated lower level of flow-through. These resources will be utilized until the provisioning and trouble administration volumes return to normal levels Contingency Support Staff will be in place 45 days prior to Cutover Cutover Same as Above Post-Cutover Normal Production Staffing Levels: FairPoint will resume normal production staffing levels when the backlog has been eliminated, flow-through has resumed and new employee skill levels have reached acceptable levels. 2 WHOLESALE CUSTOMER TRAINING FairPoint has posted on the Wholesale Web Site the current training schedule, which is also provided below. In addition, FairPoint Accessible Letter SYS was sent out on October 31, 2008 requesting each Wholesale Customer provide FairPoint with contact information for the Wisor VFO Administrator and Wholesale Customer Portal Administrator. Release: September 19, 2008 Page 15 of 77

16 IDs and passwords will be returned to Administrators at the beginning of December. Finally, the FairPoint / Wisor Connectivity Guide was also posted to the FairPoint Wholesale Web Site in October 2008 and should be referred to for additional information. 2.1 Wisor Training Pre-Cutover FairPoint provided Wisor training in May and June of 2008 for Pre-Order, Order, and Trouble Administration for all companies participating in Phase 3 Testing. This training is currently available on the FairPoint Wholesale Website for those who would like to view the WebEx sessions. This training was focused on preparing Wholesale Customers for the CLEC Testing of the Wisor gateway In November 2008, FairPoint expects to provide additional training preparing our Wholesale Customers for the Post-Cutover Production Phase. This program will include training sessions for your Wisor Password Administrators, Local Pre- Order and Order transactions, Access Pre-Order and Order transactions, and Trouble Administrators. The planned schedule is as follows: All times are ET WISOR ID Administrators Training Sessions* (One Hour Sessions) November 03, 2008** 10:00 am to 11:00 am, 1:00 pm to 2:00 pm November 04, 2008** 10:00 am to 11:00 am, 1:00 pm to 2:00 pm WISOR GUI Training Trouble Ticket Administration Maintenance Transactions (3 hour sessions) November 05, 2008**, 09:00 am to 12:00 pm, 1:00pm to 4:00pm November 06, 2008**, 09:00 am to 12:00 pm WISOR GUI Training - Pre-Order and Order Transactions LSR* (Two 3 hour sessions) Part 1: November 10 and 12**, 09:00 am to 12:00 pm, 1:00pm to 4:00pm Part 2: November 11 and 13**, 09:00 am to 12:00 pm, 1:00pm to 4:00pm WISOR Training - Pre-Order, Order Transactions ASR* (Two 3 Hour Sessions) Part 1: November 17 and 19**, 09:00 am to 12:00 pm, 1:00pm to 4:00pm Release: September 19, 2008 Page 16 of 77

17 Part 2: November 18 and 20**, 09:00 am to 12:00 pm, 1:00pm to 4:00pm *Note: WebEx training will be posted to the FairPoint Website post completion for those unable to attend one of these sessions. **Note: Wholesale Customers will only need to attend one of the training sessions. Multiple sessions are offered to assist you with scheduling your teams Cutover Not Applicable Post-Cutover FairPoint will be posting on the Wholesale Web Site six self-paced training sessions under the Virtual Front Office section. Included will be six WebEx sessions and related slides covering password administration, LSR pre-order and order, ASR pre-order and order and Trouble Administration If a Wholesale Customer has questions regarding the training, they should send an to fairpointcmp@fairpoint.com and a Subject Matter Expert will respond. 3 PRE-ORDER 3.1 Process Pre-Cutover Wholesale Customers will have the full functionality of the Verizon Pre-Order system until the Cutover Period begins, tentatively scheduled for January 30, 2009, except for TN Reservations and Installation Appointment Requests. Verizon will cancel any TN Reservations and Installation Appointment Requests that do not have a firm order commitment in the Verizon system within five business hours Orders that are to be queued in Wisor for post-cutover installation will use the Verizon pre-order system until Cutover No FairPoint Pre-Order functionality will be available until the systems become fully operational. Orders entered into Wisor to be queued without using Pre- Order risk potential rejects when the systems become operational This process will be the same for Retail orders Pre-Order TN reservation transactions in the Verizon system will be re-keyed into the FairPoint systems by FairPoint personnel. Pre-Order business rules for TN Release: September 19, 2008 Page 17 of 77

18 reservations in the FairPoint systems were posted to the FairPoint Web Site in mid-october Cutover Verizon Systems will not be available and no Pre-Order activity will be possible until all systems on the new FairPoint platform are operational Post-Cutover FairPoint expects all Wholesale Customers will have full functionality of Pre- Order activities when the new FairPoint Systems are operational. 4 ORDERING 4.1 Escalation Lists See Escalation Lists (Section 13) for Pre-Cutover & Post-Cutover Contacts. 4.2 Pending (In-Flight) Orders This section addresses pending orders. Pending Orders may be completed in the Verizon systems, cancelled by FairPoint, or in-flight for re-key by FairPoint. It is critical for Wholesale customers to understand what actions FairPoint would take and what the customers need to do for each of the above pending order end states. Summary: FairPoint will work with Verizon s LSR and ASR teams to generate reports and close out past due or invalid orders prior to Cutover. Those orders that are identified as in-flight will be manually keyed into the new FairPoint Systems by FairPoint representatives. The following section is a detailed plan covering several key components that have been identified and addressed moving into Cutover. In general, this section includes data extract and conversion activities, customer communication plans and processes, as well as key center logistics required to organize the Wholesale Service Center in preparation for the move off of the Verizon Systems and onto the new FairPoint Systems. Release: September 19, 2008 Page 18 of 77

19 There are three categories of Pending Order scenarios. Scenario 1 Orders confirmed with Due Date before Embargo (January 23, 2009) If the order is: Then FairPoint (FRP) will: Wholesale Customers (CLEC) should: Completed in Verizon Do nothing Make sure that Systems before cutover Provisioning Completion Notification (PCN) and Billing Completion Notification (BCN) are received Jeop d with Customer Jeopardy (CJ) with no Jeopardy but not completed by Verizon Systems (FRP past due orders) at cutover Jeop d with FRP Jeopardy (FJ) Late jeopardy identified during the Embargo period FRP will communicate daily with CLEC to help manage and resolve CJ. Verizon will cancel order at Cutover if nothing is done by CLEC. FRP will provide cancelled order report to CLEC on 1 st night of cutover FRP will classify these as In-flight Orders. They will be re-keyed into Wisor by FRP personnel FRP will classify these as In-flight Orders. They will be re-keyed into Wisor by FRP personnel if not resolved/completed by Cutover FRP will negotiate with CLEC to determine whether the order should be cancelled or re-keyed (in-flight) CLEC may supp to resolve or cancel Scenario 1-type orders in Verizon Systems CLEC should review cancellation report at Cutover to make sure these orders are not cancelled CLEC should review cancellation report at Cutover to make sure these orders are not cancelled CLEC should negotiate with FRP Release: September 19, 2008 Page 19 of 77

20 Scenario 2 Orders have a confirmed Due Date past Embargo (after January 23, 2009). If the order is: Then FairPoint (FRP) will: Wholesale Customers (CLEC) should: Confirmed by Verizon FRP will extract these inflight CLEC should work with Systems with no jeopardy or with FRP jeopardy (FJ) orders from the Verizon systems 30 days prior to the Cutover. FRP Jeop d with Customer Jeopardy (CJ) FRP will communicate daily with CLEC to help manage and resolve CJ FRP will cancel order FRP will provide cancel report to CLEC on 1 st night of cutover CLEC will need to resubmit these orders using the Wisor Gateway. Scenario 3 New Orders that Wholesale Customers submit via Wisor with a Desired Due Date extending beyond the Embargo date (January 23, 2009). If the order is: Then FairPoint (FRP) will: Wholesale Customers (CLEC) should: Wisor Gateway will reject or queue up submitted orders. FOC will not be returned until post Cutover. With Desired Due Date beyond Embargo Period CLEC may elect to: Submit these orders through the WISOR Gateway Or hold these orders and submit Post-Cutover Pre-Cutover FairPoint plans to issue a notice of Cutover readiness to Verizon 60 days prior to our intent to Cutover. FairPoint has received tentative approval from Verizon for a planning date of January 30, 2009 at 6:00 pm FairPoint, 30 days prior to Cutover, will pull an extract out of the Verizon Systems of all in-process orders that are not in a jeopardy state and have a due date past the Embargo date for re-key into the FairPoint Systems (In-Flight orders) Verizon has indicated that it will cancel any order sitting in customer jeopardy as of Cutover In preparation for jeopardy cancellation at Cutover, FairPoint will pull daily ASR and LSR jeopardy reports from the Verizon Systems so that FairPoint can begin daily communication with Wholesale Customers to Release: September 19, 2008 Page 20 of 77

21 manage and minimize the number of cancellations at Cutover. The FairPoint Service Management Team will work with our Wholesale Customers to resolve jeopardies on a daily basis until Cutover. See Orders in Jeopardy Status (Section 4.3). FairPoint will start pulling the jeopardy reports to begin this type of communication 30 days prior to Cutover. Because January 1st is a holiday, Wholesale Customers can anticipate receiving the first report on or about January 2nd Any late jeopardy notification that is identified during the Embargo will be identified and negotiated with the Wholesale Customer to see if it should be cancelled and re-entered by such Customer or if it becomes an in-flight order. FairPoint plans to provide daily jeopardy reports to its wholesale Customers until Cutover so they are aware of any orders that will be cancelled and have to be re-entered by such Customer into the new FairPoint Systems FairPoint believes it is Verizon s intent to send notification 45 days prior to Cutover (implementation) to confirm final documentation on the exit plan For both Wholesale and Retail clients, FairPoint will implement an Embargo or due date block for its Retail clients, scheduled to begin January 23, 2009, and has requested that Wholesale clients agree to implement an Embargo or due date block starting on the same schedule. The five (5) business day interval allows time for the order to complete in the Verizon Systems prior to Cutover and provides for issuance of notifiers: Provisioning Completion Notice (PCN), Billing Completion Notice (BCN) or any potential jeopardy notices FairPoint plans to pull extracts 60 days in advance and will run mock internal tests on all extracts received from Verizon to ensure we have all information for in-flight orders in a readable and useable format that can be assigned to the Wholesale Service Center Representatives Extracts for ordering will include all pending orders and their current state, copies of the ASR and LSR that was submitted, all RequestNet pending construction requests and their current state, all facility assignments, all pending jeopardy orders that will be cancelled, CARE fallout, Directory Listing fallout, pending inquiries and TN reservations FairPoint plans to stand up the upfront Order Entry System, Wisor, on January 5, Both ebonded and GUI (Graphical User Interface) Wholesale Customers will have the option to queue orders into Wisor during this time period. Wholesale Customers who receive rejects on orders placed via Verizon Systems for due dates subject to the Embargo will have the ability, starting on this date, to key orders into Wisor which will queue the order until the new FairPoint Systems become operational FairPoint will receive daily extracts from Wisor of all new orders entered during Pre-Cutover and Cutover. Wholesale Customers will have the ability to view orders placed in the Wisor System on a daily basis. Release: September 19, 2008 Page 21 of 77

22 FairPoint has adopted the same servicer order intervals Verizon has previously provided in the states of Maine, New Hampshire and Vermont. During the time immediately following Cutover, Customers will be receiving longer than normal intervals due to the backlog of orders. Please refer to the Due Date Interval Guides on the Wholesale Web Site. There is a guide for the Post-Cutover time period as FairPoint works to eliminate the backlog of orders as well as a guide for the time period when FairPoint eliminates the backlog and returns to business as usual Cutover FairPoint plans to provide to its Wholesale Customers with a list of all orders that were in customer jeopardy and were cancelled on the first night of Cutover. The customer will be responsible for re-entry of these orders into the Wisor gateway When the new FairPoint Systems become operational, FairPoint will begin releasing orders that were queued in Wisor on a First in-first out (FIFO) basis FairPoint is committed to parity and will ensure that all Retail and Wholesale Orders are distributed in an equitable fashion Wholesale Customers will have the opportunity to enter orders into the Wisor system throughout Embargo and Cutover. These queued orders will be eligible for release and flow-through whereas the Retail Orders received during this period will have to be manually re-keyed after the systems become operational FairPoint has established parity guidelines in conjunction with Retail for the rekey of in-flight orders. Manual re-key efforts will be the same on the Retail side as they will on the Wholesale side Post-Cutover FairPoint has established due date intervals in parity with Retail to ensure that the Wholesale Customer has access to the same due dates for delivery of service The due date interval guidelines have been set to ensure the equitable distribution of dispatch and installation resources between Retail and Wholesale orders Following Cutover, due dates will be managed using the posted Interval Guide. The Wholesale Service Center will be responsible for notifying customers of changes in due dates Wholesale Service Center is planning to run daily due date reports by Wholesale Customer until the backlog is resolved. Release: September 19, 2008 Page 22 of 77

23 When the systems become operational, the supervisors will direct the Wholesale Service Center representatives to begin to work the backlog and in-flight orders in the following priority: Emergency Orders will be entered into the FairPoint Systems as Work Complete orders prior to queued orders being processed. The Emergency Orders will have been worked manually during the Cutover and will be required to be keyed into the systems to update all records Due dates will be changed manually by FairPoint during the re-keying process. FairPoint will relax the due date rules until we return to business as usual Approved expedites In-flight orders with standard intervals (oldest to most recent) see In- Flight orders Orders in Jeopardy Status Pre-Cutover Sixty (60) days prior to Cutover, FairPoint plans to send an Accessible Letter to the Wholesale Customers to request an list to be used in the notification of in-flight / jeopardy orders. An in-flight order is any confirmed order that has not completed within the Verizon Systems at the time of Cutover (when the Verizon Systems are turned down). These transactions that are pending in the Verizon back office systems will be re-keyed by FairPoint into the new FairPoint Systems This letter will require a response within 10 days Forty (40) days prior to Cutover, FairPoint plans to send a test to verify the provided customer addresses FairPoint will require a positive response from each intended recipient Cutover FairPoint plans to provide to its Wholesale Customers a list of all orders that were in customer jeopardy and were cancelled on the first night of Cutover. The Wholesale Customer will be responsible for re-entry of these PON s into the Wisor gateway as these orders all have issues that require the Wholesale Customer to update information in order to continue. The only jeopardy orders that will be re-keyed by FairPoint into the FairPoint Systems will be those pending a FairPoint jeopardy issue, or those that were issued on the last day of Release: September 19, 2008 Page 23 of 77

24 the Embargo as the Wholesale Customer will have had no time to resolve this jeopardy Post-Cutover As the FairPoint Systems become operational, the normal jeopardy process will be followed. FairPoint plans to accept responses to all jeopardy orders that were in-flight from the last day of due date acceptance, or for jeopardies from a FairPoint issue. 4.4 New Orders Pre-Cutover During this period, Wisor will be the only FairPoint system available to continue queuing orders. Both ebonded and GUI (Graphical User Interface) Wholesale Customers will have the option to queue orders into Wisor during this time period The ebonded Wholesale Customers will all receive a 997 acknowledgement. The ebonded Wholesale Customers may also receive an 855 reject, if there are any business rule errors. The wholesale customer can then issue an 860 correction and then receive another 997 acknowledgement. The Wholesale Customer will not, however, receive a Firm Order Commitment (FOC) until the back-end systems are brought on-line after Cutover For GUI users, once the order is submitted, it will move from pending validation to submitted status. If business rules are violated, a reject will be sent back to the Wholesale GUI user to resubmit the order. As with ebonded Wholesale Customers, a FOC will not be sent until the back-end systems are brought online after Cutover. All other FairPoint systems will be unavailable until the data conversion is completed and the systems are confirmed to be fully operational. Emergency orders will be the only orders processed at this time Business Rules have been posted to the FairPoint Wholesale Web Site For questions concerning orders queued in Wisor during this period, Wholesale Customers should contact the FairPoint call center at Cutover During this period, Wisor will be the only new FairPoint system available to continue queuing orders. All other FairPoint systems will be unavailable until the data conversion is completed and the systems are confirmed to be fully operational. Emergency orders will be the only orders processed at this time. Release: September 19, 2008 Page 24 of 77

25 ASR s: Customers will no longer call the Partner Solutions Service Center (PSSC) for pre-order inquiries on or the Carrier Account Team Center (CATC) for order inquiries on The new FairPoint Wholesale Service Center number to call is LSR s: Customers will no longer call the Partner Solutions Service Center (PSSC) for pre-order inquiries on or the National Market Center (NMC) for order inquiries on The new FairPoint Wholesale Service Center number to call is Post-Cutover FairPoint plans to provide Wholesale Customers all electronic responses after Cutover. Any orders that were still active in the Verizon systems at Cutover will be re-keyed by FairPoint personnel and considered in-flight orders. All future confirmations, jeopardy or completion notices will be generated via the Wisor system and sent to the Wholesale Customers. Due date edits will be relaxed during the Post Cutover period. FairPoint has posted to the Wholesale Web Site an Interval Guide to address extended due dates during the Embargo and Cutover period. New orders with desired due dates that fall within the Embargo and Cutover periods will be considered in-flight orders. They will be re-keyed by FairPoint personnel into the Wisor system. The due dates for the re-keyed orders will be in accordance with the posted Interval Guide Fallout on any ASR s or LSR s will be handled by FairPoint s service representatives who will directly interface with the Wholesale Customers, Field Personnel, or Central Office Personnel, as necessary. 4.5 Emergency Orders Summary: FairPoint defines Emergency Orders for Retail and Wholesale Customers as those that would qualify under the TSP guidelines. Telecommunications Service Priority (TSP) is available to Business and Government end users. It is not valid on Residential Accounts. A TSP Authorization Code is assigned to the end user by the Office of Priority Telecommunications. In addition, we will, on a case by case basis, handle such issues as New Service for Medical expedites, Change TN for legal demand situation, Change directory listing for legal demand situation and other extreme or emergency scenarios. These orders will require approval at Director Level (Rich Murtha) during Cutover Pre-Cutover Release: September 19, 2008 Page 25 of 77

26 FairPoint will implement a Pre-Cutover Emergency Provisioning Plan to address orders subject to the Embargo Cutover The Wholesale Service Center will receive escalated calls from Wholesale Customers requesting Emergency Provisioning Services. The Escalation Manager will log the request in an excel spreadsheet and provide a case number back to the carrier. If the request meets one of the criteria defined in the Emergency Provisioning Guidelines document it will immediately be forwarded to the Wholesale Service Center Director for review and approval The Director upon receipt of the request will provide a confirmation or denial of the request and an estimated timeframe to complete the request. Once approved by the Director, the order will be handed to an Escalation Manager who will negotiate with engineering, installation and dispatch to confirm the delivery date of the order and keep the customer updated with status. All Emergency requests will be prioritized based on the critical nature of the service. Provisioning timelines will vary for each request Same as above Post Cutover Emergency orders will be keyed into the new FairPoint Systems prior to queued orders being processed. The Emergency Orders will have been worked manually during the Cutover and must be keyed into the systems to update all records FairPoint plans to implement Normal escalation processes for all requests. 4.6 Regulatory Relief Metric Relief FairPoint plans to request relief from the Maine, New Hampshire, and Vermont regulatory agencies, from any absolute interval requirements during the month in which Cutover begins, the month in which Cutover is completed and the month following Cutover completion. FairPoint does not plan to ask for relief from anything associated with parity. FairPoint will not be submitting requests for relief on behalf of individual Wholesale Customers. Release: September 19, 2008 Page 26 of 77

27 4.7 System Release Management The Wholesale Service Center Manager and Director will participate in a customer facing bridge in order to provide Wholesale Customers with a status of systems and to confirm execution of Post-Cutover efforts. (The bridge number will be placed on the FairPoint website and issued via normal communication methods to all Wholesale Customers.) The bridge will be open following the completion of Cutover. FairPoint plans to provide status updates twice daily for the first five business (5) days following Cutover, or until issues are resolved. In addition, we will send via the notification process an with all open issues with updates for Wholesale Customers The Wholesale Service Center staff is scheduled to be trained and prepared to move to contingency plans if the FairPoint Systems should run into a mass failure during the startup period following the end of Cutover. FairPoint Wholesale Service Center supervisors will begin to compile the list of extracts (daily back up files) from Wisor to prepare data for the implementation of manual provisioning procedures via spreadsheet through the different organizations In the event that FairPoint must move to a manual provisioning environment, all orders will be assigned to specific representatives to manually track and provide status back to the Wholesale Customer. Wholesale Customer assignments will be made and Wholesale Customers will be provided with specific contact information on who will be handling their orders via the same process used to communicate orders in jeopardy status. The assigned representative will be responsible for keeping Wholesale Customers up to date on all major milestones throughout the order spreadsheet process At Cutover, staffing numbers for contingency planning and disaster recovery were based on 60% flow-through. FairPoint is contracting with a company that has the ability to add additional resources in the event of a failure. FairPoint will determine within a timely manner of the outage whether or not to initiate additional resources predicated on the severity of any specific outage The Change Management Process Guide has been posted to the Wholesale Web Site and provides information regarding the Post-Cutover release process. 5 DIRECTORY LISTINGS 5.1 Directory Listings Overview All Directory Listing Orders require an OCN. Release: September 19, 2008 Page 27 of 77

28 5.1.1 Pre-Cutover All Listing Verification Record (LVR) activity will be business as usual during Pre- Cutover. Wholesale Customers will continue to utilize the Verizon website to access the LVR records FairPoint has initiated an communication strategy to manage customer jeopardies. FairPoint will work with all Wholesale Customers to establish and test communication through in the following ways: On December 2, 2008, FairPoint will send an Accessible Letter to the Wholesale Customers to request an list to be used in the notification of Directory Listing in-flight/jeopardy notices. This date assumes the 60 day Irrevocable Notice of Cutover has been issued on November 30, This letter will require a response within ten (10) days On December 21, 2008 FairPoint will send a test to verify provided customer addresses. This date assumes the 60 day Irrevocable Notice of Cutover has been issued on November 30, FairPoint will require a positive response from each intended recipient Thirty (30) days prior to Cutover, FairPoint intends to begin providing daily notification of all customer jeopardies. Wholesale Customers will have the ability to update these jeopardies for approximately twenty (20) days During the Embargo, customers will not have the ability to modify orders or dates in the Verizon systems. Wholesale Customers will be required to re-enter into Wisor all orders that were in customer jeopardy status prior to Embargo. To ensure parity, Retail Customers will have the same requirement FairPoint will continue to provide daily notification of customer jeopardy notices up until Cutover. At this time FairPoint will provide a final extract of all orders that were sitting in customer jeopardy status and will be cancelled by Verizon once Cutover begins. The continued daily jeopardy reports will allow the Wholesale Customers to proactively manage the orders that will be cancelled at the beginning of Cutover so that they have the opportunity to choose whether to rekey and queue these orders in Wisor or hold the orders to re-key after Cutover ends Cutover At Cutover, LVR information will no longer be available on the Verizon Website. Wholesale Customers will be directed to the FairPoint Wholesale Website for this information. Release: September 19, 2008 Page 28 of 77

29 On the first day following Cutover, FairPoint intends to provide a final customer jeopardy report to all Wholesale Customers, which will include all orders that were cancelled by Verizon and will have to be re-entered into the Wisor system FairPoint plans to take the extracts of all pending orders that were not complete in the Verizon Systems and prepare for in-flight re-entry into the new FairPoint Systems Post-Cutover FairPoint intends to begin re-entry of all in-flight orders FairPoint will work to complete re-entry of all backlog orders and restore business as usual procedures for the Wholesale Customers in an expeditious manner The embedded directory listing base will be transitioned over to FairPoint from Verizon through Idearc and will reside on the new FairPoint system. 6 PROVISIONING & INSTALLATION Summary: Provisioning and Installation procedures will continue to be handled in a business as usual manner until the Embargo begins. During the Embargo, only orders meeting the specific criteria for an Emergency Order will be provisioned. The procedures for submitting an Emergency Order during the Embargo are described in Section 4.5. Once an order has been received and confirmed to be an Emergency Order, the following procedures will be employed to provision and install the order. FairPoint will provide provisioning coordination for LSRs and ASRs through its provisioning centers. FairPoint will coordinate with field and Central Office personnel to ensure the successful provisioning of Wholesale Services. 6.1 Escalation Lists / Process See Escalation Lists (Section 13) FairPoint Escalation Lists are complete with the following exceptions: #3, Wholesale Help Desk #8, Winback Coordination Center #9, Unlawful Call Center We expect to have these completed within 30 days prior to Cutover. Release: September 19, 2008 Page 29 of 77