Ordering and Assure Guide Fibre Access Products

Transcription

1 Ordering and Assure Guide Fibre Access Products 23 May 2013 Version: 8.0 Prepared by: Sysdoc Ltd Document Control Document Authorities

2 Document Details Name Title Document Owner Ian Hutchison Manager Implementation Author(s) Sysdoc Consultant Sysdoc Review Version Review by Signoff date Job Instructions Sign off Neil DLima Implementation Specialist 15 March 2013 Approval to publish Name Date Approval by Legal Lucy Riddiford 29 July Communications and Brand Melanie Marshall 29 July 2011 Verbal Business Owner Gary Jamieson 2 March Document Owner Ian Hutchison 23 May Version History This table shows a record of significant changes to the document. Version Date Author Description August November 2011 Sysdoc Sysdoc Updated entire draft (based on draft prepared for Direct Fibre Access Products) with new content, editing existing content and reformatting as follows: To match format, style and structure of the Access Products Guide With information about Bandwidth Fibre Access To include generic processes and procedures for fibre products. Updates to Section 3 Products: Overview information added Product outlines updated and new outlines added for Speed Change, Enhanced Care, Change Termination Internal, Intra Candidate Backhaul (ICAB) Updates to Section 4: SSP Problem Reporting screens updated. Other minor edits throughout. Version Date Author Description ORDERING AND ASSURE GUIDE FIBRE ACCESS PRODUCTS / V8.0 / 23 MAY 2013 / PAGE 2

3 3.0 2 March 2012 Sysdoc General update of references to items published on our website. Section 1 updates: B2B document list replaced by reference to our website. Section 2 updates: Order Status flow diagrams added. Section 3 updates: New product outline for Fibre Access Jumper Service. Updated product outlines for: Fibre Access Change Termination Internal, Fibre Access BFA/DFA New Connection, Intra Candidate Area Backhaul New Connection. Section 5 updates: Reference to Fibre Access Jumper Service in Fulfil order for New Connection or change to Fibre Access product. Section 6 updates: New login method in Log in to the Self Service Portal procedure. General updates: Enhanced Care removed. Addition of information about jumpering 4.0 May 2012 Sysdoc Updates for fibre feasibility changes: 5.0 December February 2013 Sysdoc Kate Morrison New procedure inserted in Section 5: Perform fibre feasibility check. Addition of requirement to add connector type to Job Instructions field for BFA/DFA New Connections and ICABS. Updates for Inside Boundary Trenching (IBT) service: New product outline: Inside Boundary Trenching Reference to IBT in Fibre Access BFA/DFA New Connection Reference to IBT in Fulfil order for New Connection or change to Fibre Access product process. Minor update to Problem Management Section: Clarification of the use of POL IDs in completing a problem report screen for Fibre Access products. 7.0 March 2013 Sysdoc Update to Job Instructions field for BFA/DFA new connections. 8.0 May 2013 Sysdoc Update to Job Instructions field for BFA/DFA new connections 9.0 November 2015 Neil D lima Updated Inside Boundary Trenching /Last Step Fibre Build Process 10.0 May 2017 Grace Fang Updated fibre feasibility Check section. Document This document will be subject to periodic review. It is the responsibility of the Review Document Owner to initiate and control the review process. Copyright Copyright 2012 Chorus New Zealand Limited All rights reserved No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording or otherwise without the prior written permission of Chorus New Zealand Limited. This document is the property of Chorus New Zealand Limited and may not be disclosed to a third party, other than to any wholly owned subsidiary of Chorus New Zealand Limited, or copied without consent. ORDERING AND ASSURE GUIDE FIBRE ACCESS PRODUCTS / V8.0 / 23 MAY 2013 / PAGE 3

4 Table of Contents SECTION 1: OVERVIEW 7 About this guide... 7 Introduction... 7 Audience... 7 In this guide... 7 Related documents... 8 Chorus Contract... 8 SECTION 2: CHORUS ORDER ENTRY OVERVIEW 9 Introduction... 9 Chorus order management Product order and product instance Status transition Fibre Access Products provisioning status flows Status relationships Key identifiers Notifications Notification categories SECTION 3: PRODUCTS 17 Overview Introduction Related information Product outlines Products available to order When placing an order Customer reference numbers...18 Multiple product orders on a sales order Business rules Bandwidth Fibre Access Speed Change Fibre Access Change Termination Internal Fibre Access BFA/DFA New Connection Fibre Access Jumper Service Fibre Access Relinquishment Inside Boundary Trenching Intra Candidate Area Backhaul New Connection SECTION 4: PROBLEM MANAGEMENT 57 Introduction...57 Emergency faults Failed install Business rules Service levels...58 Problem report status Notifications Report problem with fibre product Raise problem report...61 Completion of Problem Report screen for Fibre Access product View, amend or cancel problem report SECTION 5: CHORUS ORDERING PROCESSES 71 Introduction...71 How to read a process map Ordering product via the SSP ORDERING AND ASSURE GUIDE FIBRE ACCESS PRODUCTS / V8.0 / 23 MAY 2013 / PAGE 4

5 Ordering product via the B2B Related information Fulfil order for New Connection or change to Fibre Access product Fulfil order for Fibre Access Relinquishment Modify or cancel order Resolve failed install for Fibre Access product...85 SECTION 6: SELF SERVICE PORTAL 87 Introduction...87 Access to the SSP login screen Using the SSP SSP hints and tips Tips for navigating Copying sales orders/product orders...88 System procedures Activate My SSP login Accept or reject build Accept or reject quote Cancel order Copy order details to new order Log in to the Self Service Portal Modify order for fibre product Order product Completion of sales order details Search for order or product instance Search for TLC Address Location Management screen View or download attachment ORDERING AND ASSURE GUIDE FIBRE ACCESS PRODUCTS / V8.0 / 23 MAY 2013 / PAGE 5

6 Tables in this document Table 1: Sales Order Status Descriptions Table 2: Product Order Status Descriptions Table 3: Status Changes During Normal Processing Flow for Fibre Access New Connection Table 4: Status Changes During Normal Processing Flow for Fibre Access Relinquishment Table 5: Status Changes when an Order is Modified or Cancelled Table 6: Identifiers for Orders and Instances Table 7: Fulfil Notification Categories Table 8: Assure Notification Categories Table 9: Scenarios and Orders Required Table 10: Problem Report Status Descriptions Table 11: Fields on Raise Problem Report Screen SSP Table 12: Fibre Access Ordering Processes Table 13: SSP Tabs Diagrams in this document Diagram 1: Chorus Provisioning Systems... 9 Diagram 2: Product Order and Product Instance Diagram 3: Sales order status transition Fibre Access Products Diagram 4: Product order status transition Fibre Access Products Diagram 5: How to Read a Process Map ORDERING AND ASSURE GUIDE FIBRE ACCESS PRODUCTS / V8.0 / 23 MAY 2013 / PAGE 6

7 About this guide Introduction Section 1: Overview This purpose of this guide is to support Chorus customers with ordering and assuring regulated, and non regulated, fibre access products (and related service products) including: Direct Fibre Access (DFA) Bandwidth Fibre Access (BFA) Intra Candidate Area Backhaul (ICAB), previously known as Fibre Extension Service (FES). Audience This guide is for the use of : Service Provider provisioning, fault and development teams Our internal teams involved in provisioning and fault restoration. In this guide This guide includes: An overview of Chorus order entry and processing Detailed information to assist you to order and assure access fibre products via the new channels. To help you find information, the content of this guide is presented in information types which are indicated by a coloured lozenge at the top left of the page. Information types are as follows: This lozenge Indicates What is included A product outline for a Chorus product A business process map Step by step procedures for the Self Service Portal A product description, and business rules for the product Details of information required by Chorus when you order this product What you need to do or know before, or after you place an order for this product. A high level outline of how the process works from order to fulfilment of a Chorus product (or raising a problem report). How to use the Self Service Portal to place orders and raise a problem report. Related documents Extra information to support completion of a process or procedure This guide may be used in conjunction with the following documents: Additional detailed information that you may need to refer to, in order to complete a process or procedure (guidelines are included as part of the relevant procedure). ORDERING AND ASSURE GUIDE FIBRE ACCESS PRODUCTS / V8.0 / 23 MAY 2013 / PAGE 7

8 Self Service Portal (SSP) Documents SSP Customer Administration Customer User Guide Note: SSP documents can be obtained through us. B2B Documents This guide supports the B2B schemas that are currently active (Fulfil v2.0.1, Common v2.0.1 and Assure v2.0.1). Note: B2B documents can be obtained through us. Chorus Contract Fibre Access Services are commercial services which we offers under contract. Before you can order a Fibre Access Services product, you must sign a contract with us. Contact your Account Manager to obtain a copy of your contract. If there are any disagreements between the content of this guide and your contract, the contract should be taken as correct. This guide describes how to order Fibre Access Services products once you have the necessary commercial agreement in place. ORDERING AND ASSURE GUIDE FIBRE ACCESS PRODUCTS / V8.0 / 23 MAY 2013 / PAGE 8

9 Section 2: Chorus Order Entry Overview Introduction This section provides an overview of order entry and order processing in the current transition phase in which both legacy and new channels and operational support systems are in use. Service Providers using the new channels can access order entry screens via the Self Service Portal (SSP) or B2B. Orders flow through our Ordering system, as shown in the diagram below. During transition, the existing inventory system and service order dispatch will remain in use. As a result, some products may need manual processing by our Provisioning Team where automated provisioning encounters a problem. If a sales or product order has been sent for manual processing, it will have a status of Support (Manual Intervention). Diagram 1: Chorus Provisioning Systems Chorus order management A customer order is managed as three distinct orders as follows (and shown in diagram below): Sales order (SSP) or Product order (B2B): The wrapper which combines the products ordered and manages them as a single order. Covers standard information about the end customer, service address and service provider. Product order (SSP) or Product order item (B2B): Details for the requested product, either for a new product or change to an existing product instance. There is one product order per product offering, and there can be more than one: Product order in a sales order (SSP), or Product order item in a product order (B2B). Service order: Work that needs to be done for product fulfilment, e.g. service company installation, line tests, site audits etc - there can be none or one service order for each product order. ORDERING AND ASSURE GUIDE FIBRE ACCESS PRODUCTS / V8.0 / 23 MAY 2013 / PAGE 9

10 Product order and product instance A product instance is a unique identifier for a product given to a particular customer. The diagram below illustrates the relationship between a product order and product instance, in this case for a Direct Fibre Access product. Diagram 2: Product Order and Product Instance Status transition Sales and product orders pass through various statuses as they are processed and provisioned. You can view the status of a particular order on the summary screen for the sales order on the Self Service Portal. This information can also be retrieved through the B2B. The following tables describe the statuses that may apply to Fibre Access product provisioning. Not all statuses are valid for all orders. Table 1: Sales Order Status Descriptions Status New Acknowledged Cancelled Rejected Status Description Sales order has been created. Status is valid during order capture and before the sales order is submitted. Sales order has been received. Sales order has been cancelled. Sales order is rejected. Sales order can be rejected after auto-validation for a variety of reasons, e.g: Address validation fails The combination of products in the order is not allowed Information is incomplete Disconnection of the relevant service, line or circuit is pending. Also, a sales order can be rejected after entering a manual new address, or if the feasibility check fails. Description ORDERING AND ASSURE GUIDE FIBRE ACCESS PRODUCTS / V8.0 / 23 MAY 2013 / PAGE 10

11 Accepted Processing Changing Sales order has passed validation: The products in the order can be ordered The combination of product orders in the sales order is allowed All the attribute validations are correct All the mandatory attributes have been entered The service address is valid The service is feasible. Product orders associated with the sales order have been submitted for processing/provisioning. Sales order has been changed and the change requires acceptance by us. Cancelling Completed Closed Sales order has been cancelled and cancellation requires acceptance by us. All product orders in the sales order are completed. All product orders in the sales order are completed. Note: Some products update from Processing to Closed. Table 2: Product Order Status Descriptions Status Pending Rejected Accepted RFS (Ready for Service Date) Confirmed Chorus Build Completed Chorus Build Accepted Service Given Completed Closed Changing Cancelling Cancelled Description Initial product order status. Final State. Product order has been rejected. Product order has been accepted. Product order has been sent to the service company and they have accepted, scheduled and assigned the tasks. Our build is completed and the customer should validate the build. Customer has accepted the build. Work is completed. Product order fulfilment is completed. Final State. Product order fulfilled. Product order has been changed and the change requires acceptance by us. Product order has been cancelled and the cancellation requires acceptance by us. Final State. Product order has been cancelled. Fibre Access Products provisioning status flows The following diagrams illustrate the status transition flows that occur in Fibre Access Products provisioning. ORDERING AND ASSURE GUIDE FIBRE ACCESS PRODUCTS / V8.0 / 23 MAY 2013 / PAGE 11

12 Diagram 3: Sales order status transition Fibre Access Products Diagram 4: Product order status transition Fibre Access Products Status relationships The tables below explain the possible correlations between status for a sales order, product order and service order: Tables 3 and 4 show status changes during normal processing flow Table 5 shows status changes when an order is modified or cancelled. Table 3: Status Changes During Normal Processing Flow for Fibre Access New Connection Sales Order Product Order ORDERING AND ASSURE GUIDE FIBRE ACCESS PRODUCTS / V8.0 / 23 MAY 2013 / PAGE 12

13 New - Acknowledged Accepted Quote Provided Quote Accepted Processing Pending Accepted RFS (Service Date) Confirmed Chorus Build Completed Chorus Build Accepted Completed Closed Completed Closed Cancelled Rejected Rejected Table 4: Status Changes During Normal Processing Flow for Fibre Access Relinquishment Sales Order Product Order New - Acknowledged Accepted Pending Processing Accepted RFS Date Confirmed Completed Closed Completed Closed Cancelled Rejected Rejected Table 5: Status Changes when an Order is Modified or Cancelled Stage of Modification/ Cancellation Order at Acknowledged status Order at Accepted status Type of change Sales Order Status Product Order Status Modification Acknowledged n/a Cancellation Acknowledged n/a Modification Changing Changing Cancellation Cancelling Cancelling ORDERING AND ASSURE GUIDE FIBRE ACCESS PRODUCTS / V8.0 / 23 MAY 2013 / PAGE 13

14 Key identifiers Our systems generate identification numbers (identifiers) for orders and for the implemented product (product instance). Identifiers that will be visible to you via the Self Service Portal or B2B are shown in the table below: Table 6: Identifiers for Orders and Instances Chorus Technology Order Identifiers Instance Identifiers Order Entry (Chorus Ordering) Sales Order ID - Product Order Manager (Chorus Ordering) Product Order ID Note: Shaded boxes indicate that the identifier is visible to you. The Product Instance ID has the format: 3nnnnnnnnn. Product Instance ID Use the Product Instance ID for any matters related to that instance of Fibre Access service including to: Place future related orders via SSP/B2B Make billing references Raise problem reports on the SSP/B2B. Notifications When you place an order via the SSP or B2B, you will receive notifications that show progress of the order processing. Generally, a notification is sent when the status of the order changes (depending on the category of notifications you signed up for in your Customer Profile see next section). These notifications can take the form of an or a B2B message. When you receive a notification you can log into the SSP and search and view the sales order, or you can retrieve the order information via the B2B. There may be some specific actions that you have to take in response to a notification, as shown in Tables 7 and 8 below. The following is an example of an notification: ORDERING AND ASSURE GUIDE FIBRE ACCESS PRODUCTS / V8.0 / 23 MAY 2013 / PAGE 14

15 Notification categories The level of notification you receive depends on which category of notifications you signed up for in your Customer Profile. The tables below explain the notification categories for Fulfil and Assure. Table 7: Fulfil Notification Categories If you signed up for this category Fulfil Info Required Fulfil High Priority If you signed up for this category You will receive notifications to advise of Quote Provided Chorus Build Completed Chorus Build Accepted Service Given RFS (Service Date) Confirmed RFS (Service Date) Updated Sales Order Completed Sales Order Accepted In-flight Product Order Rejected Cancel Sales Order Rejected Modify Sales Order Rejected You will receive notifications to advise of ORDERING AND ASSURE GUIDE FIBRE ACCESS PRODUCTS / V8.0 / 23 MAY 2013 / PAGE 15

16 Fulfil Information Fulfil Error Acknowledged Product Order processing Product Order Completed Product Order Closed Sales Order Closed Pending Quote Acceptance Quote Accepted Quote Rejected Billing Initiated Cancel Product Order In-flight Product Order Complete Modify Sales Order Received Modify Sales Order Completed Cancel Sales Order Received Cancel Sales Order Completed Sales Order processing started Reminder (expiration of quote 85 days) Fulfil Error. Table 8: Assure Notification Categories The following notifications apply to problem reports raised via the SSP or B2B. If you signed up for this category Assure Information Assure Info Required Note: These notifications require an action from you before the order can progress. Assure High Priority You will receive notifications to advise of Problem Open Problem Assigned Problem In Progress Problem Pending Cancel Problem Service Given Problem Closed Problem Request Approval A request for approval has been made on the problem report Problem Request Information More information is required to progress this problem report Problem Accepted Problem Scheduled Problem Completed. Section 3: Products ORDERING AND ASSURE GUIDE FIBRE ACCESS PRODUCTS / V8.0 / 23 MAY 2013 / PAGE 16

17 Overview Introduction This section includes information about placing orders via the SSP or B2B for our Fibre Access products: Bandwidth Fibre Access (BFA), Direct Fibre Access (DFA) Intra Candidate Area Backhaul (ICAB). Product outlines included are: Fibre Access Change Termination Internal Fibre Access BFA/DFA New Connection Fibre Access Jumper Service Fibre Access Relinquishment Fibre Access Speed Change (BFA only) Inside Boundary Trenching (IBT) Intra Candidate Area Backhaul New Connection. Related information For further detailed information about Fibre Access Services, refer to: Documents available on our website : Direct Fibre Access Service - Service Description, Service Level Terms and Operations Manual Direct Fibre Access in voluntary zones Service Description Bandwidth Fibre Access Service - Service Description Intra Candidate Area Backhaul Service - Service Description UBF Services General Terms and Price List. Service Provider Guide for Fibre Access Services Your contract with us for fibre services. Product outlines The remainder of this section includes product outlines for individual products each includes: Product overview Business rules Before you order what you need to know, or have done, before you place an order for this product To place an order what information you will need to enter into the system (Self Service Portal or B2B) including which fields to complete. These are indicated as either Mandatory - enforced by the system; Required necessary for successful order placement; or If Applicable if the situation requires. Note: There are guidelines included in blue text to help you to identify which fields to complete. Products available to order You will be able to view product offerings in the SSP or B2B if they are: Chorus regulated products, or Commercial products for which your company has an agreement with us. ORDERING AND ASSURE GUIDE FIBRE ACCESS PRODUCTS / V8.0 / 23 MAY 2013 / PAGE 17

18 Note: If there are products covered in this guide which you cannot view in your system, then your company does not have an agreement with us to access those products if you require access please discuss with your Account Manager. When placing an order It is your responsibility to provide information that is complete and correct in format and validity. Failure to do so may result in delays to the order being fulfilled. Ensure that you address any warnings you may receive before submitting your order. Failure to do so may result in a delay in your orders being processed, or rejected if information is missing or incorrect. You may receive a duplicate record warning if you have created orders with the same Product Type and RFS Date. You are able to disregard this warning and continue with the order. First ensure there are no open product orders for any existing product instances relevant to your order. Customer reference numbers You are required to include a unique reference number on every product order. It is important that this number is unique to each order because in some circumstances it will be used to indicate that two separate product orders are to be associated. Multiple product orders on a sales order A sales order may contain orders for multiple fibre products; and in fact some scenarios require placement of multiple orders to achieve the required outcome. For example, if you require a new ICAB to be jumpered to a new BFA or DFA circuit (or vice versa), they must be included on the same sales order. Table 9 provides information on what products to order for different scenarios. Table 9: Scenarios and Orders Required Use the following table to help identify the product orders to include on a sales order: If you require Then place order(s) for Note: A high speed, rate controlled fibre connection between your end customer and your equipment in the local exchange A dark fibre connection between your end customer and your equipment in the local exchange To extend an existing fibre access circuit to a distant exchange where your equipment is located Bandwidth Fibre Access New Connection Direct Fibre Access New Connection If the speed required is 1Gbps or greater then provide two F-OFDF terminations in the Job Instructions field for a dual fibre circuit. ICAB New Connection A jumper will be installed between the access product and the ICAB. ORDERING AND ASSURE GUIDE FIBRE ACCESS PRODUCTS / V8.0 / 23 MAY 2013 / PAGE 18

19 A fibre connection between your end customer and your equipment in a distant exchange A fibre link between two service addresses. If you require A change of speed for your existing bandwidth fibre access circuit A change of speed for your existing bandwidth fibre access circuit which is jumpered to an ICAB A change to the existing termination point of the BFA/DFA/ICAB circuit at the exchange Direct Fibre Access New Connection, OR Bandwidth Fibre Access New Connection; And A jumpered ICAB New Connection Note: These orders are on one sales order. An access product for each service address on two separate sales orders Then place order(s) for BFA Speed Change BFA Speed Change; AND An ICAB New Connection Note: These orders are on one sales order. Fibre Access Change Termination Internal The LWC for one end of the ICAB will be identical to the LWC for the BFA or DFA circuit. Media convertors for the BFA circuit will be located at the distant exchange (at the other end of the ICAB). Two ICAB will be required to support BFA speeds of 1Gbps or greater. A jumper will be installed between the access product and the ICAB. When placing the orders: In the Job Instructions field for each product order indicate that a Jumper is required and include the number of the other product order (to make it clear what is to be jumpered). Indicate Jumper in the Termination Details fields. Note: If the speed is changing to 1Gbps or greater, then provide details of an additional F-OFDF port in the Job Instructions field for a dual fibre circuit. If speed is changing to 1Gbps or greater, the second ICAB is required to provide dual fibre over the backhaul. In the order for the second ICAB New Connection: Enter the F-OFDF termination details for the co-located end of the ICAB In the Job Instructions field include the F-OFDF termination details for the fibre access end of the ICAB; and an overall description of what is required for the order. See the ICAB product outline in Section 3 for more details. ORDERING AND ASSURE GUIDE FIBRE ACCESS PRODUCTS / V8.0 / 23 MAY 2013 / PAGE 19

20 To change the demarcation point at which your BFA/DFA circuit terminates within the end customer premises A change of address for a customer connected to an existing fibre circuit Fibre Access Change Termination Internal A New Connection for the new address; AND A Relinquishment for the old address. Note: These orders are on one sales order. The old and new demarcation points must have the same TLC. Describe the old and new demarcation points in the Job Instructions field. If there is an ICAB jumpered to the access circuit, this may require reconfiguration. Additional information is available in the service descriptions and operations manuals which are available as part of the contractual documentation, and other sources listed under Related Information, below. Business rules The following business rules are relevant to ordering all Fibre Access Services: A sales order: Is for a single service address. May include only fibre product orders. May include one order for a DFA/ BFA and jumpered ICAB pair (along with other individual fibre product orders if required). If the product instance specified in the Existing Product Instance ID field is also specified in another open submitted product order, then the order will be rejected. Circuits to be jumpered must be owned by the same service provider. Circuits to be jumpered must be ordered on the same sales order unless: One circuit is an existing product instance It is between two service addresses in which case a sales order is required for each service address. The following rules apply to the quote and build for our products: A quote for a Build is valid for 90 days, however an indicative RFS Date provided with a quote is valid for only 30 days. When a quote is accepted after 30 days the RFS Date will need to be confirmed. If sales or product orders are modified or cancelled after the quote has been accepted (with the exception of modifications to contact details and job instructions) then this will result in the charging of costs to date according to the Operations Manuals for the associated product. Once a Build Completed notification is received, you will have five working days to provide an Accept or Reject response. Billing applies from the date of Build Completion notification and will be initiated either when you accept the build or after five days, when the build is automatically accepted in the system. ORDERING AND ASSURE GUIDE FIBRE ACCESS PRODUCTS / V8.0 / 23 MAY 2013 / PAGE 20

21 Rejection of a Build is considered a failed install and will be investigated by us. If no fault is identified then a no fault found fee will apply. Note: Business rules relevant to individual products are included in the product outlines in the remainder of this section. Bandwidth Fibre Access Speed Change Product overview You can order a speed change on a Bandwidth Fibre Access (BFA) connection. This could be an upgrade to a higher speed or downgrade to a lower speed. If speed is changed to 1Gbps or greater, one or more of the following may be required to support the higher speed: An additional fibre circuit may be needed to create a dual fibre link. If there is an existing ICAB, an additional ICAB on the same route may be required. If fibre is not available on the same route, then two ICAB connections via a different route may be required. Business rules The business rules which apply to all Fibre Access products are included in the Overview to the Products section of this guide. The following business rules apply specifically to a BFA Speed Change: If the existing BFA circuit is And the speed change is Then Jumpered to an ICAB An upgrade to 1Gbps or greater A downgrade to less than 1Gbps An additional ICAB circuit will be needed to support the higher speed, and The sales order must include an order for an additional ICAB New Connection One of the existing two ICAB circuits will no longer be required, and The sales order may include an order for relinquishment of one of these ICAB Based at the local exchange Before you order An upgrade to 1Gbps or greater A dual fibre BFA is required to support the higher speed. To order a Bandwidth Fibre Access Speed Change you will need to have the details required for order entry, including: Product Instance IDs for your current BFA circuit Other details required to enter for your order as outlined below. Note: To create an order for an ICAB New Connection or ICAB Relinquishment (see business rules above), refer to the product outlines for those products elsewhere in this section of the guide. To place an order See Section 5 of this guide for the relevant process: Fulfil order for new connection or change to Fibre Access product. ORDERING AND ASSURE GUIDE FIBRE ACCESS PRODUCTS / V8.0 / 23 MAY 2013 / PAGE 21

22 Use information below to understand the specific information required to order a BFA Speed Change. This describes the fields within the Self Service Portal (SSP). However, the information requirements are the same for B2B transactions. If you are an SSP user you can also use the step by step procedure: Order product, in Section 6 of this guide. The following screens display when you click the Next button as you enter your product order. You can also access them by clicking on the tabs at the top of the screen. Choose Products screen Select the product required from the Product List: To order Bandwidth Fibre Access Speed Change Select Instance screen Then select Fibre Access Offering Category/Bandwidth Fibre Access/ Bandwidth Fibre Access Speed Change. One of the following fields must be completed to search for an existing Product Instance ID in the system: To search by Use field Description Known product instance Product Instance ID Relevant 10 digit Product Instance ID Date of product instance Note: Select a date by clicking on the calendar icon. Your Product Instances at a Loop Wire Centre Creation Date (From) Creation Date (To) LWC Date to search from Date to search to Loop wire centre code Click the radio button to select the required product instance. Product Order Details screen The following fields must be completed so that your Sales Order can be successfully created: Section Field End User Contact Details Contact Full Name Contact Contact Phone Service Provider Details Applicant Full Name (Mandatory) Either: Applicant Address (will default to the address set up in your customer profile), or Applicant Phone Number General Details Customer Reference Number (Mandatory) Comments Note: The following fields are not currently used for Fibre Access products: Authorisation to Sell Onsite, Correlation ID. The following fields must be completed for the Product Order: Section/Field Description Requirement ORDERING AND ASSURE GUIDE FIBRE ACCESS PRODUCTS / V8.0 / 23 MAY 2013 / PAGE 22

23 General Details: Customer Reference Number Your unique reference number for this order Mandatory Existing Instance ID Product Automatically populated if selected on the Select Instance screen Mandatory Existing LWC The LWC code for the exchange at which the BFA circuit terminates Automatically populated Existing LWC Type Exchange Automatically populated Existing Circuit Speed Current speed for the BFA circuit Automatically populated Circuit Speed Select the required circuit speed from the dropdown list: 100Mbps 1Gbps 10Gbps Mandatory Job Instructions Work Scheduling Details screen Any specific instructions for the job. If relevant note that: A second ICAB has been ordered on the same sales order to support speed upgrade Dual fibre BFA is required to support speed upgrade and provide details of an additional F-OFDF port. Required No details are required on this screen however you can enter an RFS Date if you would like to indicate a preferred date. This should be no sooner than the standard lead times indicated in the Service Level Terms. This will be taken into account during provisioning but cannot be guaranteed. An indicative RFS date will be provided. Summary screen The Summary screen displays a summary of the details you have entered for your order. Any warnings shown need to be addressed so the order can be provisioned successfully. After you have submitted your order, the Summary screen also shows information, described below, which is either: Generated by our systems in relation to your order (some fields change as your order progresses), or Entered by our Provisioning Team. Note: Use this information to reference your order when in contact with us. Field Description Type of information Sales Order ID Number for the Sales Order Static One off Charge Not used N/A ORDERING AND ASSURE GUIDE FIBRE ACCESS PRODUCTS / V8.0 / 23 MAY 2013 / PAGE 23

24 Product Order ID Number for the Product Order Static Status Current status of the order Dynamic Product Instance ID Product Instance ID for the BFA Connection Static Confirmed RFS Date Confirmed date for service Dynamic Comments UFB Zone Jeopardy Notification Notes Comments you have entered on the sales order and any comments entered by our Provisioning Relevant code see explanation in the Overview of Section 3 of this guide Comments from our Provisioning Dynamic Static FC Port Termination Not used Static Fibre Access Change Termination Internal Product overview A Change Termination Internal allows you to change the termination point for your DFA, BFA or ICAB circuit, as follows: If the circuit is Then you can change termination Bandwidth Fibre Access Direct Fibre Access ICAB Either: Within the same exchange, or At the end customer s premises, if within the same TLC. Within the same exchange. Note: A service outage is required to provision this product. Business rules The business rules which apply to all Fibre Access products are included in the Overview to the Products section of this guide. The following business rules apply to a Change Termination Internal: A DFA or BFA circuit can be connected to: An ICAB or your own co-location equipment Another DFA or BFA circuit using the Fibre Access Jumper Service. The termination point for a DFA/ BFA circuit can be changed to connect to an ICAB (and vice versa) if the LWC for the one end of the ICAB is identical to the LWC for the BFA or DFA circuit. It is your responsibility to connect our product between your co-location equipment and the termination point of the Fibre Access or ICAB service. A Change Termination Internal can be ordered to change port at an end user site provided the new site is within the same TLC as the original site. ORDERING AND ASSURE GUIDE FIBRE ACCESS PRODUCTS / V8.0 / 23 MAY 2013 / PAGE 24

25 Before you order To order a Fibre Access Change Termination Internal you need to have: Identified the relevant Product Instance ID for the circuit to be changed and for any jumpered circuit (if there is one) Your unique customer reference number for this order. To place an order See Section 5 of this guide for the relevant process: Fulfil order for new connection or change to Fibre Access product. Use information below to understand the specific information required to order a Change Termination Internal. This describes the fields within the Self Service Portal (SSP). However, the information requirements are the same for B2B transactions. If you are an SSP user you can also use the step by step procedure: Order product, in Section 6 of this guide. The following screens display when you click the Next button as you enter your product order. You can also access them by clicking on the tabs at the top of the screen. Choose Products screen Select the product required from the Product List: To order Then select Bandwidth Fibre Access Change Termination Internal Direct Fibre Access Change Termination Internal Fibre Access Offering Category/Bandwidth Fibre Access/ Bandwidth Fibre Access Change Termination Internal Fibre Access Offering Category/Direct Fibre Access/ Direct Fibre Access Change Termination Internal ICABS Change Termination Internal Select Instance screen Fibre Access Offering Category/ICABS/ ICABS Change Termination Internal. One of the following fields must be completed to search for an existing Product Instance ID in the system: To search by Use field Description Known product instance Product Instance ID Relevant 10 digit Product Instance ID Date of product instance Note: Select a date by clicking on the calendar icon. Creation Date (From) Creation Date (To) Date to search from Date to search to Your existing product instances at a Loop Wire Centre LWC Click the radio button to select the required product instance. Product Order Details screen Loop wire centre code The following fields must be completed so that your Sales Order can be successfully created: Section Field ORDERING AND ASSURE GUIDE FIBRE ACCESS PRODUCTS / V8.0 / 23 MAY 2013 / PAGE 25

26 End User Contact Details Contact Full Name Contact Contact Phone Service Provider Details Applicant Full Name (Mandatory) Either: Applicant Address (will default to the address set up in your customer profile), or Applicant Phone Number General Details Customer Reference Number (Mandatory) Comments Note: The following fields are not currently used for Fibre Access products: Authorisation to Sell Onsite, Correlation ID. ORDERING AND ASSURE GUIDE FIBRE ACCESS PRODUCTS / V8.0 / 23 MAY 2013 / PAGE 26

27 Follow the separate sections below to complete the Product Order screens for: 1. DFA or BFA Change Termination Internal 2. ICAB Change Termination Internal. 1. BFA/ DFA Change Termination Internal Section/Field Description Requirement General Details: Customer Reference Number Your unique reference number for this order Mandatory Existing Instance ID Product Automatically populated if selected on the Select Instance screen Mandatory Existing LWC The LWC for the exchange at which the circuit is based Automatically populated Existing LWC Type Type of LWC at which the termination point is located Automatically populated ICABS Instance ID Product Search for the Product Instance code for an existing ICAB if there is one jumpered to the BFA or DFA If applicable Not required if change at end user site Job Instructions If termination change is at the: If Fibre Access Jumper Service is required then state: Jumpering required to... and enter details of what to jumper to, i.e: An ICAB product order ID on the same sales order, or A DFA or BFA product order on another sales order (for another service address). Also specific job instructions, including if: There is a specific date and/or time of day that you prefer the order to be provisioned, given that a service outage is required A change at the end user premises then indicate this and provide details of where the fibre is located and to be moved to. Required Exchange, then complete Termination Details fields for the new termination point End user premises, then do not complete the following fields. Ensure that full details of the current and new termination are included in the Job Instructions field above. ORDERING AND ASSURE GUIDE FIBRE ACCESS PRODUCTS / V8.0 / 23 MAY 2013 / PAGE 27

28 Section/Field Description Requirement Termination Details Footprint/Rack print ID Complete as follows: If Then enter Mandatory Jumpering is required to an ICAB Jumper. Connecting to co-lo equipment New footprint within the same exchange where the circuit is to terminate. F-OFDF Shelf Complete as follows: Mandatory If Then enter Jumpering is required to an ICAB Connecting to co-lo equipment Jumper. Shelf within the footprint where the circuit is to terminate. F-OFDF Position Complete as follows: Mandatory If Then enter Jumpering is required to an ICAB Connecting to co-lo equipment 0. Position on the OFDF shelf within the footprint where the circuit is to terminate. Rackprint Pigtail # Not used N/A The following fields display for a BFA order only. MC Footprint Media convertor location details Note: If the BFA is jumpered to an ICAB, media convertors will be located at the distant exchange (at the far end of the ICAB). Required MC Shelf Position Media convertor location details Required 2. ICABS Change Termination Internal Section/Field Description Requirement ORDERING AND ASSURE GUIDE FIBRE ACCESS PRODUCTS / V8.0 / 23 MAY 2013 / PAGE 28

29 General Details: Customer Reference Number Your unique reference number for this order Mandatory Existing Instance ID Product Automatically populated if Existing Product Instance selected on the Select Instance screen Automatically populated Fibre Access Product Instance ID Product Instance for the Fibre Access circuit to which the ICAB will connect Automatically populated, if Existing A-end Handover Type is Fibre Access Job Instructions Any specific job instructions Required Changed Site Select from the dropdown list either A-end or Z-end Mandatory Site-A Details: (one end of the ICAB) These fields automatically populate with existing details based on Product Instance ID. Existing A-end LWC Existing A-end Handover Type Loop Wire Centre for the exchange at one end of the ICAB Fibre Access or Co-located Automatically populated Automatically populated Use the following to complete fields for either the A-site or the Z-site depending on which is changing termination: If Site-A is changing, then update Site-A fields and leave Site-Z fields unchanged. If Site-Z is changing, then update Site-Z fields and leave Site-A fields unchanged. A-end Handover Type Z-end Handover Type Select from the dropdown list: If this is the site where the ICAB is to be Then select Handover Type Mandatory Jumpered to either: an existing BFA or DFA circuit, or a new BFA/DFA on the same sales order Jumpered to a BFA/DFA on another sales order (to create a circuit between two service addresses) Connected to co-located equipment Fibre Access. Co-located. Co-located. Section/Field Description Requirement ORDERING AND ASSURE GUIDE FIBRE ACCESS PRODUCTS / V8.0 / 23 MAY 2013 / PAGE 29

30 A-end Footprint ID Z- end Footprint ID Complete as follows: If Then enter Jumpering is required Connecting to co-lo equipment Jumper. New footprint within the same exchange where the circuit is to terminate. A-end F-OFDF Shelf ID Z-end F-OFDF Shelf ID Complete as follows: If Then enter Mandatory Jumpering is required Jumper. Connecting to Shelf within the co-lo equipment footprint where the circuit is to terminate. A-end F-OFDF Position Z-end F-OFDF Position Complete as follows: If Then enter Jumpering is 0. required Connecting to co-lo equipment Position on the OFDF shelf within the footprint where the circuit is to terminate. Site-Z Details: (the other end of the ICAB) These fields automatically populate with existing details based on Product Instance ID. Existing Z-end LWC Loop Wire Centre for the exchange at the other end of the ICAB Automatically populated Existing Handover Type Z-end Fibre Access or Co-located Automatically populated If the Z-end is changing termination then refer to information above to complete the fields. Work Scheduling Details screen No details are required on this screen however you can enter an RFS Date if you would like to indicate a preferred date. This should be no sooner than the standard lead times indicated in the Service Level Terms. This will be taken into account during provisioning but cannot be guaranteed. An indicative RFS date will be provided. Summary screen The Summary screen displays a summary of the details you have entered for your order. Any warnings shown need to be addressed so the order can be provisioned successfully. After you have submitted your order, the Summary screen also shows information, described below, which is either: ORDERING AND ASSURE GUIDE FIBRE ACCESS PRODUCTS / V8.0 / 23 MAY 2013 / PAGE 30

31 Generated by our systems in relation to your order (some fields change as your order progresses), or Entered by the our Provisioning Team. Note: Use this information to reference your order when in contact with us. Field Description Type of information Monthly Charge Not used N/A One off Charge Not used N/A Sales Order ID Number for the Sales Order Static Product Order ID Number for the Product Order Static Status Current status of the order Dynamic Confirmed RFS Date Actual date for service Dynamic Comments UFB Zone Comments you have entered on the sales order and any comments entered by our Provisioning Relevant code see explanation in the Overview of Section 3 of this guide Dynamic Static Jeopardy Notes Comments from our Provisioning Dynamic Chorus Build Testing Results POL ID Attached document with test results from the installed service Identification number generated by our internal systems for the Private Optical Line Static Static Line Attenuation at 1550 (nm) The theoretical reduction in power at 1550nm of an optical telecommunications signal, transmitted from one end of the fibre and received at the other. Expressed in db (decibels) Static FC Port Termination Not used Static Fibre Access BFA/DFA New Connection Product overview You can order a Fibre Access New Connection which is either: Bandwidth Fibre Access Direct Fibre Access The following associated services can be ordered in conjunction if required: Intra Candidate Area Backhaul (ICAB) Fibre Access Jumper Service ORDERING AND ASSURE GUIDE FIBRE ACCESS PRODUCTS / V8.0 / 23 MAY 2013 / PAGE 31

32 Inside Boundary Trenching (IBT) Note: See the product outlines in this section of the guide for more detailed information about each product. Business rules The business rules which apply to all Fibre Access products are included in the Overview to the Products section of this guide. The following business rules apply specifically to a Fibre Access New Connection: A DFA or BFA circuit can connect to: An ICAB, using the Fibre Access Jumper Service Another DFA or BFA, using the Fibre Access Jumper Service Your own co-location equipment. Where a DFA or BFA circuit is jumpered to an ICAB, the Loop Wire Centre (LWC) for the BFA or DFA circuit is identical to the LWC for the A-end or Z-end of the ICAB. A BFA/DFA and an ICAB to be jumpered must be ordered on the same sales order unless one or other is existing, i.e. already provisioned. It is your responsibility to jumper between your co-location equipment and the port on the media convertor for your BFA circuit. We will advise the label on the port in the POL ID field in the Summary screen. Before you order To order a Fibre Access New Connection you will need to have the details required for order entry, including: Site contact details Your unique customer reference number Information about the ICAB to be jumpered to, if relevant All details required for the New Connection, as outlined below. To place an order See Section 5 of this guide for the relevant process: Fulfil order for a new connection or change to Fibre Access product. Use information below to understand the specific information required to order a Fibre Access New Connection. This describes the fields within the Self Service Portal (SSP). However, the information requirements are the same for B2B transactions. If you are an SSP user you can also use the step by step procedure: Order product, in Section 6 of this guide. The following screens display when you click the Next button as you enter your product order. You can also access them by clicking on the tabs at the top of the screen. Choose Products screen Select the product required from the Product List: To order Then select Bandwidth Fibre Access New Connection Fibre Access Offering Category/Bandwidth Fibre Access/ Bandwidth Fibre Access New Connection ORDERING AND ASSURE GUIDE FIBRE ACCESS PRODUCTS / V8.0 / 23 MAY 2013 / PAGE 32

33 Direct Fibre Access New Connection Product Order Details screen Fibre Access Offering Category/Direct Fibre Access/Direct Fibre Access New Connection. The following fields must be completed so that your Sales Order can be successfully created: Section Field End User Contact Details Service Provider Details Contact Full Name Contact Contact Phone Applicant Full Name (Mandatory) Either: Applicant Address (will default to the address set up in your customer profile), or Applicant Phone Number General Details Customer Reference Number (Mandatory) Service Address fields (See guidelines: Completion of sales order details.) Comments Note: The following fields are not currently used for Fibre Access products: Authorisation to Sell Onsite, Correlation ID. The following fields must be completed for the Product Order: Section/Field Description Requirement General Details: Customer Reference Number Your unique reference number for this order Mandatory LWC The Loop Wire Code for the local exchange for the service address Note: If jumpering to an ICAB the LWC should be identical to the LWC for either the A-end or the Z-end of the ICAB. Mandatory LWC Type Select Exchange from the dropdown list. Mandatory ICABS Product Instance ID Product Instance ID for an existing ICAB to be jumpered to this DFA or BFA New Connection Note: Use Search to find product instances with the same LWC. Required, if jumpering to an existing ICAB Note: Leave blank if jumpering to an ICAB ordered in the same sales order ORDERING AND ASSURE GUIDE FIBRE ACCESS PRODUCTS / V8.0 / 23 MAY 2013 / PAGE 33

34 Circuit Speed (For BFA only) Select the required speed from the dropdown list: 100 Mbps 1 Gbps 10 Gbps. Mandatory for BFA Standard Service Select Yes Note: This function is not yet in use. Mandatory Section/Field Description Requirement ORDERING AND ASSURE GUIDE FIBRE ACCESS PRODUCTS / V8.0 / 23 MAY 2013 / PAGE 34

35 Job Instructions Diversity Details: Any specific job instructions, which must include: End company or customer name Building or property owner name and contact details (mobile number, address and ) Who will provide access to the equipment room (if different from the Site contact). Provide name and mobile number Is the building is new or existing? If new, when will it be completed. Is the location where the service is to be installed complete and has power and internal wiring available? If no, when will it be completed? Floor Level/Location of the equipment room that the service is to be installed. Provide specifics on rack/shelf position. Specific requirements for access, e.g. sign in process, data centre access requests, inductions, security requirement, health and safety requirements and business hours for site access and work. For ICABS/BFAS/DFAS Connector type: Footprint details Site plans, if available If two addresses are involved, ensure both Sales Orders are cross referenced for both jobs. If Fibre Access Jumper Service is required then state: Jumpering required to... and enter details of what to jumper to i.e: An ICAB product order ID on the same sales order, or A DFA or BFA product order on another sales order (for another service address). Note: If jumpering to an existing product instance ID then complete the above ICABS Product Instance ID field. If a BFA order for a speed of 1Gbps or greater (and not jumpering to an ICAB) then indicate that dual fibre is required and provide termination details for the second fibre Any other relevant information for the product installer. Note: If requesting IBT, refer to product outlines for details on what to enter into this field. Required Section/Field Description Requirement ORDERING AND ASSURE GUIDE FIBRE ACCESS PRODUCTS / V8.0 / 23 MAY 2013 / PAGE 35

36 Diversity? Diversity type for the new circuit. Select from the dropdown list: Primary, if a standard fibre circuit Diversified, if a diversified circuit. Required If the Diversity? field is: Primary, then go to the Termination Details section Diversified, then complete the next three fields (as relevant). Diverse Order Customer Reference Number Diverse Product Instance ID Diversity Level Termination Details: The unique customer reference number included in the other product order on the same sales order for the primary circuit The product instance ID for the other circuit, if an existing circuit, which is considered the primary circuit Note: Use Search to find the product instance. Type of diversity required, one of: Route diversity same entry point to end customer premises, different cable, different route, same exchange Access point diversity different entry point to end customer premises, different cable, different route, same exchange Exchange diversity same entry point to end customer premise, different cable, different route, different exchange Total diversity different entry point to end customer premises, different cable, different route, different exchange. Mandatory Complete either this field or the one below. Mandatory Complete either this field or the one above. Mandatory For DFA order, complete the first three fields. For BFA, complete all fields, as indicated. Footprint/Rack print ID Complete as follows: If Then enter Mandatory Jumpering is required to an ICAB Jumper. Connecting to co-lo equipment Footprint containing the F-OFDF at the exchange where the circuit is to terminate. Section/Field Description Requirement ORDERING AND ASSURE GUIDE FIBRE ACCESS PRODUCTS / V8.0 / 23 MAY 2013 / PAGE 36

37 F-OFDF Shelf Complete as follows: If Jumpering is required Then enter Jumper. Mandatory Connecting to co-lo equipment Shelf within the footprint where the circuit is to terminate. F-OFDF Position Complete as follows: If Then enter Mandatory Jumpering is 0. required Connecting to co-lo equipment Position on the OFDF shelf where the circuit is to terminate. Rackprint Pigtail # Not used N/A Section/Field Description Requirement The following fields display for a BFA order only. MC Footprint Media convertor location details Note: If the circuit is jumpered to an ICAB, then media convertors will be located at the distant exchange (at the far end of the ICAB). Required MC Shelf Position Media convertor location details Required Termination Type LWC Termination Type End User Site Select from the dropdown list: Copper Single Mode Multi Mode. Select from the dropdown list: Copper Single Mode Multi Mode. Work Scheduling Details screen Mandatory Mandatory No details are required on this screen however you can enter an RFS Date if you would like to indicate a preferred date. This should be no sooner than the standard lead times indicated in the Service Level Terms. This will be taken into account during provisioning but cannot be guaranteed. An indicative RFS date will be provided. ORDERING AND ASSURE GUIDE FIBRE ACCESS PRODUCTS / V8.0 / 23 MAY 2013 / PAGE 37

38 Summary screen The Summary screen displays a summary of the details you have entered for your product order. Any warnings shown need to be addressed so the order can be provisioned successfully. After you have submitted your order, the Summary screen also shows information, described below, which is either: Generated by our systems in relation to your order (some fields change as your order progresses), or Entered by our Provisioning Team. Note: Use this information to reference your order when in contact with us. Field Description Type of information Sales Order ID Number for the Sales Order Static Monthly Charge Not used N/A One Off Charge Not used N/A Product Instance ID Identification number (3nnnnnnnnn) for the specific instance of the product, generated by our Ordering Static Product Order ID Number for the Product Order Static Status Current status of the order Dynamic Confirmed FRS Date Confirmed date for service Static Comments Comments you have entered on the sales order and any comments entered by our Provisioning Dynamic Blue Zone Geographic zone for service address Static UFB Zone Yes or No indication if address is within the UFB Zone Static Urbanisation Level Urban or Non Urban location of service address Static Comments Jeopardy Notification Notes Comments you entered into the sales order plus any comments entered by the provisioner Comments from our Provisioning Dynamic Dynamic POL ID Identification number generated by our internal systems for the Private Optical Line Note: The fibre will be labelled with this ID number. Static Line Attenuation at 1550 (nm) The theoretical reduction in power at 1550nm of an optical telecommunications signal, transmitted from one end of the fibre and received at the other. Expressed in db (decibels) Static FC Port Termination Not used Static ORDERING AND ASSURE GUIDE FIBRE ACCESS PRODUCTS / V8.0 / 23 MAY 2013 / PAGE 38

39 Fibre Access Jumper Service Product overview The Fibre Jumper Service enables interconnection of two fibre access products at the serving exchange MOFDF. Business rules The business rules which apply to all Fibre Access products are included in the Overview to the Products section of this guide. The following business rules apply specifically to the Fibre Access Jumper Service: The Fibre Access Jumper Service can be requested on an order for a Fibre Access New Connection for a BFA, DFA or ICAB. You can jumper a Fibre Access New Connection to another Fibre Access circuit which is: A New Connection ordered on the same sales order, or A New Connection ordered on another sales order for another service address (if creating an end to end circuit), or An existing product instance. If you utilise your own co-location equipment then it is your responsibility to jumper to your own equipment. A monthly fee applies for each jumper provided. Before you order Fibre Access Jumper Service is requested on a product order for a Fibre Access New Connection (BFA/DFA or ICAB) or for a Change Termination, as follows: If jumpering is required between Then Two new Fibre Access New Connection products i.e. being ordered at the same time You will place two sales orders consecutively each for a fibre access circuit(s) for the service address at either end. Create the first sales and product order: 1. Include the comment Jumpering required TBA in the Job Instructions field. 2. Note the product order number 3. Submit the order Create the second sales and product order: 1. Include the comment Jumpering required to BFA/DFA/ICAB circuit on product order XXX (number for the first order) 2. Note the product order number. 3. Submit the order. Locate the first product order: 1. Create a modify order and add the product order number for the second order into the Job Instructions field (replace TBA ). ORDERING AND ASSURE GUIDE FIBRE ACCESS PRODUCTS / V8.0 / 23 MAY 2013 / PAGE 39

40 2. Submit the modify order. If jumpering is required between A new fibre access product and an existing one To place an order Then Include the comment Jumpering required to Product Instance ID#. You can request Fibre Access Jumper Service in conjunction with a DFA, BFA or ICAB New Connection or Fibre Access Change Termination. To request a jumper, refer to details in the following product outlines: Fibre Access BFA/DFA New Connection Intra Candidate Area Backhaul New Connection Fibre Access Change Termination Internal. ORDERING AND ASSURE GUIDE FIBRE ACCESS PRODUCTS / V8.0 / 23 MAY 2013 / PAGE 40

41 Fibre Access Relinquishment Product overview A Relinquishment is the termination of one or more Fibre Access products including: Bandwidth Fibre Access Direct Fibre Access Intra Candidate Area Backhaul. See the overview to this section of the guide for references to detailed information about these products. Business rules The business rules which apply to all Fibre Access products are included in the Overview to the Products section of this guide. The following business rule applies specifically to a Fibre Access Relinquishment: A relinquishment must be ordered for each circuit to be relinquished, including for each part of a jumpered circuit, if the desired outcome is to relinquish the end to end circuit. Before you order Ensure you have: Your unique customer reference number for this order The access contact for the terminating site The Product Instance ID, or search criteria to enable the relevant ID to be located. To place an order See Section 5 of this guide for the relevant process: Fulfil Relinquishment order for fibre product. Use information below to understand the specific information required to order a Fibre Access Relinquishment. This describes the fields within the Self Service Portal (SSP). However, the information requirements are the same for B2B transactions. If you are an SSP user you can also use the step by step procedure: Order product, in Section 6 of this guide. The following screens display when you click the Next button as you enter your product order. You can also access them by clicking on the tabs at the top of the screen. Choose Products screen Select the product required from the Product List: To order Then select Bandwidth Fibre Access Relinquishment Direct Fibre Access Relinquishment ICABS Fibre Access Offering Category/Bandwidth Fibre Access/ Bandwidth Fibre Access Relinquishment Fibre Access Offering Category/Direct Fibre Access/ Direct Fibre Access Relinquishment Fibre Access Offering Category/ICABS / ICABS Access Relinquishment. ORDERING AND ASSURE GUIDE FIBRE ACCESS PRODUCTS / V8.0 / 23 MAY 2013 / PAGE 41

42 Select Instance screen Enter search criteria into at least one of the following fields: To search by Field Description Known product instance Product Instance ID Relevant 10 digit Product Instance ID Date of product instance Note: Select a date by clicking on the calendar icon. Creation Date (From) Creation Date (To) Date to search from Date to search to Your existing product Instances at a Loop Wire Centre LWC Loop wire centre code Click the radio button to select the required product instance. Product Order Details screen The following fields must be completed for the Sales Order: Section Field Service Provider Details Applicant Full Name (Mandatory) Either: Applicant Address (will default to the address set up in your customer profile), or Applicant Phone Number General Details Customer Reference Number (Mandatory) Service Address fields (not required for ICAB) Comments Note: The following fields are not currently used for Fibre Access products: Authorisation to Sell Onsite, Correlation ID. Use the separate sections below to complete the Product Order screens for: 1. Direct Fibre Access/Bandwidth Fibre Access Relinquishment 2. ICAB Relinquishment. 1. Direct Fibre Access/Bandwidth Fibre Access Relinquishment Field Description Requirement General Details Customer Reference Number Your unique reference number for this order Mandatory ORDERING AND ASSURE GUIDE FIBRE ACCESS PRODUCTS / V8.0 / 23 MAY 2013 / PAGE 42

43 Existing Instance ID Product The Product Instance ID for the product to be relinquished. Automatically populated if selected on the Select Instance screen. Automatically populated Existing LWC The LWC for the exchange at which the fibre circuit is based Automatically populated Existing LWC Type Exchange Automatically populated Related NC Customer Reference Number Your customer reference number included on a related order for a New Connection on the same sales order If applicable Job Instructions 2. ICABS Relinquishment Any specific job instructions, which must include details of: Where the circuit terminates in the customer premises Name and contact details of the person who has access to the termination point at the end customer premises. Required Section/Field Description Requirement General Details: Customer Reference Number Your unique reference number for this order Mandatory Existing Instance ID Product The Product Instance ID for the product to be relinquished. Automatically populated if selected on the Select Instance screen. Automatically populated Job Instructions Any specific job instructions Required Site A Details Existing A-end LWC Existing A-end Handover Type Site-Z Details Existing Z-end LWC The LWC code for location at which the fibre circuit is based Fibre Access or Co-located The LWC code for the location at which the fibre circuit is based Automatically populated Automatically populated Automatically populated Existing Handover Type Z-end Work Scheduling Details screen Fibre Access or Co-located Automatically populated No details are required on this screen however you can enter an RFS Date if you would like to indicate a preferred date. This should be no sooner than the standard lead times indicated in ORDERING AND ASSURE GUIDE FIBRE ACCESS PRODUCTS / V8.0 / 23 MAY 2013 / PAGE 43

44 the Service Level Terms. This will be taken into account during provisioning but cannot be guaranteed. An indicative RFS date will be provided. Summary screen The Summary screen displays a summary of the details you have entered for your order. Any warnings shown need to be addressed so the order can be provisioned successfully. Note: A warning will be displayed if the product to be relinquished is part of an end to end circuit linked to other products. After you have submitted your order, the Summary screen also shows information, described below, which is either: Generated by our systems in relation to your order (some fields change as your order progresses), or Entered by our Provisioning Team. Note: Use this information to reference your order when in contact with us. Field Description Type of information Sales Order ID Number for the Sales Order Static One Off Charge Not used N/A Product Order ID Number for the Product Order Static Status Current status of the order Dynamic Confirmed RFS Date Confirmed date for service Static Comments Jeopardy Notification Notes Comments you have entered on the sales order and any comments entered by our Provisioning Comments from our Provisioning Dynamic Dynamic Inside Boundary Trenching / Last step fibre Product overview Inside Boundary Trenching/Last step Fibre refers to digging a trench at the end user s property to allow cabling to be laid in the ground for Layer 1 Fibre products; these include DFAS/ vdfas and BFAS. Note: IBT can also be ordered in conjunction with HSNS Premium Fibre and HSNS Premium Lite. Refer to the OO&T Ordering Guide for further information on these products. Business rules The business rules which apply to all Fibre Access products are included in the Overview to the Products section of this guide. The following business rules apply specifically to the IBT service: ORDERING AND ASSURE GUIDE FIBRE ACCESS PRODUCTS / V8.0 / 23 MAY 2013 / PAGE 44

45 If Last Step Fibre Build/ Inside Boundary Trenching is required, it must be ordered with a Fibre Access product. It cannot be ordered a standalone product. The Last Step Fibre Build / Inside Boundary Trenching service is available nationwide. A quotation fee for providing an installation price and lead time may apply. If a quote is requested the quote will be provided within 2 business days and will be valid for 180 Calendar days. The first 15 metres of trenching build costs will be provided by us at no extra cost. We will obtain the site owner s consent for trenching on their property. Reinstatement will be to the standards specified on our website. Order Inside Boundary Trenching/Last step Fibre via SSP An IBT service must be ordered with DFAs, vdfas & BFAs. It cannot be ordered as a standalone product. If a New Connection Order submitted requires trenching then our Provisioning will let you know if trenching is required, determine the trench length and send you a Boundary Trenching Design Form to complete if you want us to dig the trench. If the trench is less than 15 meters our Provisioning will you confirming there is no additional cost. You still have the option to dig your own trench. We will wait for an response Accepting or Rejecting IBT (Inside Boundary Trenching) Quote. If the trench is more than 15 meters our Provisioning will you a quote confirming there is an additional cost for trenching. You still have the option to dig your own trench. We will wait for your response either Accepting or Rejecting IBT Trench Quote. If the trenching quote is accepted we will begin the consents process and process the order. If trenching quote is rejected then we will commence processing the order and customer will need to provide their own trench. ORDERING AND ASSURE GUIDE FIBRE ACCESS PRODUCTS / V8.0 / 23 MAY 2013 / PAGE 45

46 Intra Candidate Area Backhaul New Connection Product overview You can order Intra Candidate Area Backhaul Service (ICABS) New Connection either: In conjunction with a new or existing Bandwidth Fibre Access (BFA) or Direct Fibre Access (DFA) connection, or As a standalone service between two co-location footprints within the same candidate area. An ICAB will enable you to extend your Fibre Access Service beyond the local exchange by linking (within the same candidate area) to: Your equipment in a distant exchange, or To another Fibre Access circuit, using the Fibre Access Jumper Service. Intra-Candidate Area Backhaul Service was previously known as Fibre Extension Service (FES). Business rules The business rules which apply to all Fibre Access products are included in the Overview to the Products section of this guide. The following business rules apply specifically to ICAB: Intra Candidate Area Backhaul Service can connect: With a Fibre Access circuit using the jumpering service, or Two exchange footprints within the same candidate area. Intra Candidate Area Backhaul Service is only available within a defined area these are defined in the Intra Candidate Area Backhaul Service - Service Description and Operations Manual see Related Information listed in the overview to Section 3 of this guide for more information. An ICAB can be jumpered to a DFA or BFA (and vice versa) if the Loop Wire Centre (LWC) for one end of the ICAB is identical to the LWC for the BFA or DFA circuit. An ICAB and BFA/DFA to be jumpered must be ordered on the same sales order unless one or other is existing, i.e. already provisioned; or the BFA/DFA is on another sales order for a different service address (if creating an end to end circuit). A sales order may include orders for more than one ICAB. Before you order Ensure you have: Your unique customer reference number for the order The relevant details for where the ICAB will terminate at each end (A-Site and Z-Site), including: Footprint ID(s) for your co-located equipment Details of any access products to which the ICAB is to be jumpered. Order for additional ICAB to support BFA speed: ORDERING AND ASSURE GUIDE FIBRE ACCESS PRODUCTS / V8.0 / 23 MAY 2013 / PAGE 46

47 If your order is for an additional ICAB to support a higher speed BFA circuit then note these variations: Complete the order as if the additional ICAB is NOT connecting to a Fibre Access circuit. Do not complete the following fields: Fibre Access Product Instance ID, Connected Order Customer Reference Number Describe what is required in the Job Instructions field, with a reference to the other ICAB (either Existing Product Instance ID or customer reference number for the ICAB product order if on the same sales order) Provide termination details as follows: If the end of the ICAB (SiteA or Site-Z) is the Then complete the relevant fields Co-location end As follows Field LWC Handover Type Footprint & OFDF fields What to enter LWC ID Co-located Details of the co-located handover point Fibre Access End As follows Field LWC Handover Type Footprint & OFDF fields What to enter LWC ID Co-located The Product Instance ID for the fibre access circuit (as a cross reference) Note: Termination details for this end of the ICAB are entered into the Job Instructions field as described above. To place an order See Section 5 of this guide for the relevant process: Fulfil order for new connection or change to Fibre Access product. Use information below to understand the specific information required to order an ICAB New Connection. This describes the fields within the Self Service Portal (SSP). However, the information requirements are the same for B2B transactions. If you are an SSP user you can also use the step by step procedure: Order product, in Section 6 of this guide. The following screens display when you click the Next button as you enter your product order. You can also access them by clicking on the tabs at the top of the screen. Choose Products screen Select the product required from the Product List: To order Then select ORDERING AND ASSURE GUIDE FIBRE ACCESS PRODUCTS / V8.0 / 23 MAY 2013 / PAGE 47

48 ICABS New Connection Fibre Access Offering Category/ICABS/ ICABS New Connection. Product Order Details screen The following fields must be completed so that your Sales Order can be successfully created: Section Field End User Contact Details Service Provider Details Contact Full Name Contact Contact Phone Applicant Full Name (Mandatory) Either: Applicant Address (will default to the address set up in your customer profile), or Applicant Phone Number General Details Customer Reference Number (Mandatory) Comments Note: The following fields are not currently used for Fibre Access products: Authorisation to Sell Onsite, Correlation ID. The following fields must be completed for the Product Order: Section/Field Description Requirement General Details: Customer Reference Number Your unique reference number for this order Mandatory Determine the next field to complete: If the ICAB is A standalone ICAB (from exchange to exchange) Then Go to the Job Instructions field. To be jumpered to an existing BFA or DFA Complete the Fibre Access Product circuit Instance ID field. To be jumpered to a BFA or DFA circuit ordered on the same sales order To be jumpered to a BFA or DFA circuit ordered on a different sales order (for a different service address) An additional ICAB to support a higher speed BFA circuit Complete the Connected Order Customer Reference Number field. Go to the Job Instructions field. Go to the Job Instructions field. Fibre Access Product Instance ID Product Instance code for an existing BFA or DFA circuit to be jumpered to this ICAB. Note: Use Search to find and select the relevant product instance and then click Apply. Complete, if required ORDERING AND ASSURE GUIDE FIBRE ACCESS PRODUCTS / V8.0 / 23 MAY 2013 / PAGE 48

49 Connected Order Customer Reference Number The customer reference number for the New Connection product order on the same sales order, for the BFA or DFA circuit to be jumpered to this ICAB Job Instructions Identify the connector type required (e.g. LC, SC) Any specific job instructions Note: You may also provide a summary of exactly what the job entails, as additional information for the provisioning team and/or field force. If the order is for an additional ICAB to support a higher speed BFA circuit then include a description of what is required. Complete, if required Required Diversity Details Diversity? The nature of the circuit to be installed. Select from the drop down list: Primary, if a standard fibre circuit Diversified, if a diversified circuit. Mandatory Section/Field Description Requirement If the Diversity? fiel d is: Primary, then go to the Site-A Details section Diversified, then section. Diverse Order Customer Reference Number omplete the next three fields (as relevant) and the the Site A Details The customer reference number for the order for the primary circuit, on the same sales order Diverse Product The product instance ID for the primary circuit, if Instance ID an existing circuit. Note: Use Search to find the product instance. Diversity Level Type of diversity required. Use the following to omplete the fields for: Site-A Details ( ne end of the ICAB), Site-Z Details ( ther end of the ICAB). Note: The only available diversity option for ICAB is route diversity - same entry points, different cable, different route. Mandatory Complete either this field or the one below. Mandatory Complete either this field or the one above. Mandatory Follow these notes to complete Site-A fields; and then again to complete Site-Z fields. Note: If the order is for an additional ICAB to support a higher speed BF A circuit then first see the infor ation in the Before you order section above. ORDERING AND ASSURE GUIDE FIBRE ACCESS PRODUCTS / V8.0 / 23 MAY 2013 / PAGE 49

50 A-end LWC Z-end LWC A-end Handover Type Z-end Handover Type The Loop Wire Centre for the exchange at one end of the ICAB. Note: One end will have the same LWC as for a BFA or DFA to be jumpered to this ICAB. Select from the dropdown list: If this is the site where the ICAB is to be Then select Handover Type Mandatory Mandatory Jumpered to either: an existing BFA or DFA circuit, or a new BFA/DFA on the same sales order Jumpered to a BFA/ DFA on another sales order (to create a circuit between two service addresses) Connected to co-located equipment Fibre Access. Co-located. Co-located. Section/Field Description Requirement A-end Footprint ID Z-end Footprint ID Complete as follows: If Jumpering is required Then enter Jumper. Connecting to co- The footprint containing the lo equipment F-OFDF at the exchange where the circuit is to terminate. Mandatory A-end F-OFDF Shelf ID Z-end F-OFDF Shelf ID Complete as follows: If Jumpering is required Then enter Jumper. Mandatory Connecting to colo equipment The F-OFDF Shelf within the footprint where the circuit is to terminate. ORDERING AND ASSURE GUIDE FIBRE ACCESS PRODUCTS / V8.0 / 23 MAY 2013 / PAGE 50

51 A-end F-OFDF Position Z-end F-OFDF Position Complete as follows: If Jumpering is required Connecting to colo equipment Then enter 0. The position on the OFDF shelf within the footprint where the circuit is to terminate. Mandatory Work Scheduling Details screen No details are required on this screen however you can indicate a preferred RFS Date. This will be taken into account during provisioning but cannot be guaranteed. If you require a specific future date then also note this in the Job Instructions field. An indicative RFS date will be provided with a quote and confirmed once the order reaches RFS Confirmed status (after the quote is accepted). Summary screen The Summary screen displays a summary of the details you have entered for your product order. Any warnings shown need to be addressed so the order can be provisioned successfully. After you have submitted your order, the Summary screen also shows information, described below, which is either: Generated by our systems in relation to your order (some fields change as your order progresses), or Entered by our Provisioning Team. Note: Use this information to reference your order when in contact with us. Field Description Type of information Sales Order ID Number for the Sales Order Static Monthly Charge Not used N/A One Off Charge Not used N/A Product Order ID Number for the Product Order Static Product Instance ID Identification number (3nnnnnnnnn) for the specific instance of the product, generated by our Ordering Static Status Current status of the order Dynamic RFS Confirmed Date Confirmed date for service Static Comments Comments you have entered on the sales order and any comments entered by our Provisioning Dynamic UFB Zone Not used N/A ORDERING AND ASSURE GUIDE FIBRE ACCESS PRODUCTS / V8.0 / 23 MAY 2013 / PAGE 51

52 Jeopardy Notification Notes Comments from our Provisioning Dynamic POL ID Line Attenuation at 1550 (nm) Identification number generated by our internal systems for the Private Optical Line The theoretical reduction in power at 1550nm of an optical telecommunications signal, transmitted from one end of the fibre and received at the other. Expressed in db (decibels) Static Static FC Port Termination Not Used N/A Introduction Section 4: Problem Management This section provides information to assist you to report problems with our product using the Self Service Portal or B2B. Once a problem report is raised you will be able to access it to view, edit or track progress. Emergency faults Emergency faults are defined as: Medical emergencies A situation where the end customer provides an essential community service, e.g. police, doctor, civil defence A mass outage that has the potential to impact 200 or more end users this may be where you suspect a network event such as a cable cut, has occurred. You can identify a fault as an emergency when you raise a problem report or by amending an open one. Once you have raised an emergency problem report you should also advise the our Service Desk by phone and advise the problem report number. Failed install A failed install is when you are unable to stand your Fibre Access service up: Within five days of receipt of the Build Completed notification, and You believe there is a fault with the Fibre Access service. In the case of a failed install, you should either: Reject the build in the SSP (see procedure: Accept or reject build). This will initiate an investigation process see process: Resolve failed install for Fibre Access product, or Raise a problem report if you have already accepted the Build in the SSP see process: Report problem with fibre product, and identify the problem as a failed install. If no fault is found in the Fibre Access service then a no fault found fee will apply. Business rules The following business rules apply to problem reporting and resolution for Fibre Access products: If a newly installed Fibre Access connection becomes faulty within five days of installation it is considered a failed install. The build should be rejected (see process: Resolve failed ORDERING AND ASSURE GUIDE FIBRE ACCESS PRODUCTS / V8.0 / 23 MAY 2013 / PAGE 52

53 install for Fibre Access product). If no fault is found then a no fault found fee will be charged. Only if a Build has been accepted can a problem report can be raised for that Fibre Access Service (including if a failed install). If a problem report is raised for a Fibre Access service and no fault is found then a no fault found fee will be charged. If additional work is required on a customer s cabling beyond the demarcation point this will be done at the customer s cost. Critical response can be requested for a Fibre Access problem and will incur an additional fee. Any escalation of a problem report must follow the Escalation Plan which can be found from Service levels Relevant service levels for assurance of fibre products are described in your contract. The architecture of Direct Fibre Access Services (with no active Chorus components) limits the ability of technicians to undertake remote diagnostics meaning that most faults will require a truck roll to investigate. Problem report status A problem report raised via the SSP or B2B changes status as it is processed as shown in the table below: Table 10: Problem Report Status Descriptions Status Description Open Accepted Assigned Request Information Request Approval Scheduled In Progress Service Given Completed Closed Initial problem report status Problem report has been accepted for resolution Problem report has been assigned to a service company We have requested additional information on a problem report and awaits your response Not currently used A date has been scheduled for resolution of the problem Resolution of problem report is in progress Problem report has been resolved Problem report is completed Problem report closed Pending Cancel Notifications We have received a request When you raise a problem report via the SSP or B2B, you will receive notifications about your report. See more information about notifications in Section 2 of this guide, including the Assure Notification categories available. ORDERING AND ASSURE GUIDE FIBRE ACCESS PRODUCTS / V8.0 / 23 MAY 2013 / PAGE 53

54 Report problem with fibre product Process overview This process shows what happens when you raise a problem report on the SSP or B2B to report a fault with a Fibre Access product; and it is worked on by our Restoration Teams. Business rules See the business rules outlined in the overview to this section, which cover problem reporting for all Fibre Access products. Procedures The following Self Service Portal (SSP) procedures are used in this process and are included in this section following the process map: Raise problem report View, amend or cancel problem report. ORDERING AND ASSURE GUIDE FIBRE ACCESS PRODUCTS / V8.0 / 23 MAY 2013 / PAGE 54

55 Process map Report problem with fibre product ORDERING AND ASSURE GUIDE FIBRE ACCESS PRODUCTS / V8.0 / 23 MAY 2013 / PAGE 55

56 Raise problem report When to use Use this procedure to create and submit a problem report in the Self Service Portal (SSP). In situations where it is an emergency or escalation is deemed necessary, follow the Escalation Plan which can be found from Emergency faults are defined as: Medical emergencies A situation where the end customer provides an essential community service, e.g. police, doctor, civil defence A mass outage that has the potential to impact 200 or more end users. Escalations should only be made when the service level times are missed, for example: Fault receipt acknowledgement not received within half an hour Expected restoration time not notified within 8 hours Fault not restored within notified restoration time. Role Service Provider with Assure Role Before you begin Ensure that: Steps All necessary diagnostics have been completed before reporting the problem If you suspect it is an emergency problem, then speak with your team leader to verify that it is a genuine emergency before raising the problem report You have: Logged in to the SSP The guidelines: Completion of Problem Report screen for Fibre Access Product (included following this procedure) to assist with creating the report. Full details for the service address at which the problem occurs. Start on: My Sales Order Management screen. Step Action 1 Click PROBLEM MANAGEMENT in the left hand navigation panel to open the My Problem Management homepage. 2 Select the relevant product from the dropdown menu on the Raise Problem Record panel. Click Raise Problem. Result: The ASSURE: Raise Problem Report screen displays including your User ID and the product type. 3 Complete the fields in the form using the guidelines included at the end of this procedure which describe what to enter, and which fields are mandatory. ORDERING AND ASSURE GUIDE FIBRE ACCESS PRODUCTS / V8.0 / 23 MAY 2013 / PAGE 56

57 4 Click Submit. Result: The ASSURE: Raise Problem Report Acknowledgement screen displays showing the Problem Record ID. Note: If any of the mandatory fields have not been completed with valid information, then a message displays at the top of the screen with errors to correct. Correct these errors and re-submit. 5 Click Exit to return to the My Problem Management homepage. 6 If the problem was raised as an emergency then you must phone our Service Desk and advise them of the problem report number. ORDERING AND ASSURE GUIDE FIBRE ACCESS PRODUCTS / V8.0 / 23 MAY 2013 / PAGE 57

58 Completion of Problem Report screen for Fibre Access product Introduction Use these guidelines to complete fields on the Raise Problem Report screen in the Self Service Portal (SSP) when you are reporting a problem with a fibre access product. The fields are listed in the following order: down the left hand side, and then down the right hand side of the online form. Use the scroll bar at the right hand side to show all data entry fields on the screen. Table 11: Fields on Raise Problem Report Screen SSP Field Description Requirement Universal Service ID Customer 0800 number Product Instance ID Note: This should be the ID for the service address with the fault. Customer 0800 number for our Faults to use to contact you 24 hours Mandatory Mandatory Your Reference Your reference number Mandatory End Customer Experience Problem Description Comment on impact of the problem on the end customer Enter: 1. A detailed description of the problem 2. The POL ID number, i.e. POL Requested appointment details, either: ASAP, or A specific appointment, i.e. visit during business hours required. Enter preferred and alternate appointment times, as follows: Preferred appointment: Earliest arrival time - dd/mm/yy; hh:mm Latest arrival time - dd/mm/yy; hh:mm Alternate appointment: Earliest arrival time - dd/mm/yy; hh:mm Latest arrival time - dd/mm/yy; hh:mm. Note: If the requested appointment is unavailable, an ASAP booking will made. If the appointment is not suitable to you, then amend using the procedure: View, amend or cancel problem report. Mandatory Mandatory ORDERING AND ASSURE GUIDE FIBRE ACCESS PRODUCTS / V8.0 / 23 MAY 2013 / PAGE 58

59 Questions: A series of questions display requiring yes or no answers. Field Description Requirement Is this a failed install? Fix premise cabling if faulty? Is the service experiencing packet loss during periods of high utilisation? Other Loop Wire Exchange ID? Test Results Defaults to No. Note: If Yes then also provide the Product Order Number. Defaults to Yes Defaults to No ID for the LWC at the other end of the ICAB Details and results of any test you have already completed, e.g. ODR Trace or power reading. Attach the file if required. Note: Enter N/A if not possible to provide test results. Mandatory Mandatory Displays for BFA only Mandatory Required Displays for ICAB only Mandatory Physical Address fields Service Full details of the address at which the problem occurs (street number, floor, suburb, city etc). Mandatory for BFA and DFA only Is this an emergency? Is the fault intermittent? Yes/No If Yes then also provide: Escalation Team Lead Name Escalation Team Lead Number (phone number). Note: If yes, then Problem Urgency fields will automatically populate. Yes/No Mandatory Mandatory Critical Response Yes/No Mandatory Reporting Party: Name Mobile/Phone/ Preferred Contact Method Primary Contact: Name Mobile/Phone/ Preferred Contact Method Name of person reporting the fault. Note: Defaults based on user ID. The person to receive communication about the problem and contact details. The phone number provided should be a free phone. Note: Defaults based on user ID, but can be edited if required. Mandatory Mobile or phone number must be provided. Mandatory A free call number must be provided. ORDERING AND ASSURE GUIDE FIBRE ACCESS PRODUCTS / V8.0 / 23 MAY 2013 / PAGE 59

60 Site Contact: Name Mobile/Phone/ Preferred Contact Method Person who can give our workforce access to the termination point in the business premise. Note: Defaults if Same as Primary Contact checkbox is ticked. Additional contacts can be included in the Description field. Mandatory Mobile or phone number must be provided. Field Description Requirement Site Location Instruction Site Visit Instruction Site Health and Safety Instruction Comment about how to locate the site Comment relevant to visiting the site, e.g. access via receptionist or site contact person Any formal health and safety requirements relating to the site If required If required If required Circuit ID Private Optical Line (POL) ID Mandatory Loop Wire Exchange ID Loop Wire Exchange ID Mandatory Loop Wire Cabinet ID Not used Not used Problem Urgency: Impact Problem Urgency: Urgency One of: User (standard default value) Enterprise Critical Care (defaults if Yes entered for Critical Response field) Civil Defence Emergency (defaults if Yes entered for Is this an Emergency? field) Site/Dept Multiple users. One of: Low (standard default value) Critical (defaults if Yes entered for either Is this an Emergency? or Critical Response fields). High Average. Mandatory Mandatory View, amend or cancel problem report When to use Use this procedure to search for, view and amend or cancel a problem report in the Self Service Portal (SSP) after the report has been submitted. Note: ORDERING AND ASSURE GUIDE FIBRE ACCESS PRODUCTS / V8.0 / 23 MAY 2013 / PAGE 60

61 A Problem Report cannot be: Amended, when it has a status of Pending Cancel or Closed. Cancelled, when it has a status of Service Given or Closed. Only some fields can be updated when the report is available for amending. Refer to Steps Amend problem report for further detail. Role Service Provider with Assure role Before you begin Ensure you are logged into the SSP. Steps Follow the steps below, as required to: 1. Search for problem report and view details 2. Amend problem report 3. Cancel problem report 4. Approve completion. 1. Search for problem report and view details Start on: My Sales Order Management screen. Step Action 1 Click PROBLEM MANAGEMENT in the left hand navigation panel to open the My Problem Management homepage. 2 Click Search Problem in the Search Problem Record panel. Result: The ASSURE: Problem Report Search screen displays. 3 Enter data into one or more of the following fields, then click Search: Problem Number Note: This field is case sensitive. Universal Service ID Customer Reference Status. Result: A Problem Report Results table is generated listing all problem reports matching the search criteria. 4 Click the number in the Problem column to open the required problem report. Result: The ASSURE: Update Problem Report screen displays the selected problem report. 5 View the current status of your problem report at the top right hand side of the screen in the Status field. Note: Requested status changes will display underneath this field. ORDERING AND ASSURE GUIDE FIBRE ACCESS PRODUCTS / V8.0 / 23 MAY 2013 / PAGE 61

62 6 Proceed as follows: If you Have received notification that the report is completed Want to cancel the report Want to amend the report Then go to Task 4 Approve completion Task 3 Cancel problem report Task 2 Amend problem report Need to view actions taken on the Step 7. problem report 7 View actions taken on the report by you or us in the Problem Report Activity table at the bottom of the screen: The five most recent actions are shown in the table. To see more actions click View All at the top of the table. Result: The ASSURE: Problem Report Notes screen displays. Note: You can filter the type of activities you want to see on the Notes page by using the Filter By: dropdown menu. 2. Amend problem report Note: Fields which may not be amended or edited are: USID Service Provider Details Physical Service Address Loop Wire and Circuit Details Other fields may be able to be edited, depending on the stage of the problem report. Fields are greyed out if they are not editable. Start on: The ASSURE: Update Problem Report screen for the required problem report. Step Action ORDERING AND ASSURE GUIDE FIBRE ACCESS PRODUCTS / V8.0 / 23 MAY 2013 / PAGE 62

63 1 Update information as required: To amend These fields: Then Enter details into the blank area next to the relevant End Customer fields and click Append. Experience Result: This adds new information, with a time and Test Results date stamp, to any existing information. Add Notes Change the Go to the Problem Description field and delete or appointment time enter text over existing details with requested appointment details, either: Other fields, except those which cannot be edited (as listed above) ASAP, or A specific appointment (i.e. visit during business hours required). Enter preferred and alternate appointment times, as follows: Preferred appointment: Earliest arrival time - dd/mm/yy; hh:mm Latest arrival time - dd/mm/yy; hh:mm Alternate appointment: Earliest arrival time - dd/mm/yy; hh:mm Latest arrival time - dd/mm/yy; hh:mm. Note: If the requested appointment is unavailable, an ASAP booking will be made. If the appointment is not suitable to you, then amend following the procedure: View, amend or cancel problem report. Enter text over existing information. 2 Click Update. Result: The ASSURE: Problem Report Update Acknowledgement screen displays confirming the update has been submitted. 3 Click Exit to return to the My Problem Management home page. What happens next? You will receive notification that the update has been accepted or rejected. 3. Cancel problem report Start on: The ASSURE: Update Problem Report screen for the required problem report. Step Action 1 Scroll to the bottom of the screen and click Cancel PR. Result: The ASSURE: Cancel Problem Report screen displays. ORDERING AND ASSURE GUIDE FIBRE ACCESS PRODUCTS / V8.0 / 23 MAY 2013 / PAGE 63

64 2 Click Submit to send the request to cancel the problem report. Result: The ASSURE: Confirm Cancel Problem Report Acknowledgement screen displays confirming the cancellation. Note: Problem report status will change to Cancel Pending and then Closed. 3 Click Exit to return to the My Problem Management home page. What happens next? You will receive a notification: If the cancellation is You will receive Accepted Rejected A notification that the Problem Report status has changed to Cancel Pending. Status then changes to Closed. An notification and the Problem Report status will not change. 4. Approve completion Start on: The ASSURE: Update Problem Report screen for the required problem report. Step Action 1 Read the message that displays below the Problem Report Status field (top right hand side of the screen). Click Approve or Decline. Result: The Assure: Close Problem Report Confirmation page displays. Note: If you do not approve or decline completion of the report it will automatically close after 24 hours. 2 Enter information in the Comments field, if required. Note: If you decline completion of the report you must provide an explanation. Click Confirm or Cancel. Result: The screen refreshes, and a message displays confirming your choice. 3 Click Exit to return to the My Problem Management home page. ORDERING AND ASSURE GUIDE FIBRE ACCESS PRODUCTS / V8.0 / 23 MAY 2013 / PAGE 64

65

66 Introduction Section 5: Chorus Ordering Processes This section includes process maps for end to end processes which show ordering of Fibre Access products using either the Self Service Portal (SSP) or B2B, and how the orders are provisioned. Processes included in this guide are described in the table below. Table 12: Fibre Access Ordering Processes Process name This process shows what happens when you Fulfil order for New Connection or change to Fibre Access product Fulfil order for Fibre Access Relinquishment Modify or cancel order Order a Fibre Access service including a New Connection or change to an existing service (other than a Relinquishment); how it is provisioned and the order closed Order Relinquishment of a Fibre Access service; how it is provisioned and the order closed Request modification or cancellation of a current order Resolve failed install for Fibre Access product How to read a process map Cannot stand up your service and reject the build; how the failed install is investigated and resolved. The following diagram shows an example of a process map diagram with an explanation of the symbols used. Diagram 5: How to Read a Process Map Ordering product via the SSP If you have been set up as a user in the Self Service Portal (SSP) then you may order product from us using the SSP - see Section 6 of this guide for step by step procedures on how to place an order via the SSP. ORDERING AND ASSURE GUIDE FIBRE ACCESS PRODUCTS / V8.0 / 23 MAY 2013 / PAGE 66

67 Ordering product via the B2B If you use the B2B link to order products from us then use your internal documentation for instructions on how to place an order via your B2B. Related information See the Overview to Section 3: Products, for detailed information about placing orders for Fibre Access products via the SSP or B2B. ORDERING AND ASSURE GUIDE FIBRE ACCESS PRODUCTS / V8.0 / 23 MAY 2013 / PAGE 67

68 Fulfil order for New Connection or change to Fibre Access product Process overview This process shows what happens when you order one or more New Connections, or changes to an existing Fibre Access product. Note: There is a separate process for: Fulfil order for Fibre Access Relinquishment. Business rules Business rules which apply to Fibre Access products are included in the: Relevant product outline (as listed below), if relating to an individual product, or Overview to the Product Section of this guide (Section 3). Related information See product outlines, in Section 3 of this guide, for more information about how to place an order for: Bandwidth Fibre Access Speed Change Fibre Access Change Termination Internal Fibre Access BFA/DFA New Connection Fibre Access Jumper Service Inside Boundary Trenching Intra Candidate Area Backhaul New Connection. Procedures The following Self Service Portal (SSP) procedures are used in this process and are included in Section 6 of this guide: Order product Accept or reject quote Accept or reject build. ORDERING AND ASSURE GUIDE FIBRE ACCESS PRODUCTS / V8.0 / 23 MAY 2013 / PAGE 68

69 Process map Fulfil order for New Connection or change to Fibre Access product ORDERING AND ASSURE GUIDE FIBRE ACCESS PRODUCTS / V8.0 / 23 MAY 2013 / PAGE 69

70 Process map Fulfil order for New Connection or change to Fibre Access product (continued) Fulfil order for Fibre Access Relinquishment Introduction This process shows what happens when you order relinquishment of: Bandwidth Fibre Access (BFA), or Direct Fibre Access (DFA), or Intra Candidate Area Backhaul Service (ICAB). Business rules Business rules which apply to Fibre Access Relinquishment are included in: The Relinquishment product outline (as listed below), or The overview to the Product Section of this guide (Section 3), if relating to all Fibre Access products. Related information See product outlines, in Section 3 of this guide, for information about the product and how to place an order for the products covered by this process: Fibre Access Relinquishment. Procedures ORDERING AND ASSURE GUIDE FIBRE ACCESS PRODUCTS / V8.0 / 23 MAY 2013 / PAGE 70

71 The following Self Service Portal (SSP) procedure is used in this process and is included in Section 6 of this guide: Order product. ORDERING AND ASSURE GUIDE FIBRE ACCESS PRODUCTS / V8.0 / 23 MAY 2013 / PAGE 71

72 Process map Fulfil order for Fibre Access Relinquishment Modify or cancel order Process overview This process shows what happens when you modify or cancel an order which has been submitted to us for fulfilment. Business rules The following business rules are relevant to this process: You may not modify an order for which modifications have already been submitted and are not yet accepted or rejected (sales order status will be Changing). Sales and/or product orders may be modified or cancelled for all types of orders, as outlined in the table below: If sales order status is Then you may Acknowledged Accepted Modify or cancel the order Modify or cancel the order Note: A modified order will require re-validation before it is accepted by us and you will receive another Accepted notification. ORDERING AND ASSURE GUIDE FIBRE ACCESS PRODUCTS / V8.0 / 23 MAY 2013 / PAGE 72

73 Quote Provided Modify or cancel the order Note: A new quote may be provided if the modified order is accepted. If you want to accept only part of a quote, then modify the order accordingly and another quote will be provided. Quote Accepted Modify contact details, job instructions, RFS Date (until 3pm the day prior) May not add or delete products Note: If you want to cancel the order then contact your Account Manager. Processing Modify contact details, job description, RFS Date (until 3pm the day prior); or request cancellation of the order May not add or delete products Completed Not modify or cancel the order. If you negotiate a change to an RFS date for an existing order for a product, then all relevant service levels for that product, as defined in the SLA, will be started from the date of the change to the order and will be measured against the amended order. Procedures The following Self Service Portal (SSP) procedures are used in this process and are included in Section 6 of this guide: Cancel order Modify order for fibre product. ORDERING AND ASSURE GUIDE FIBRE ACCESS PRODUCTS / V8.0 / 23 MAY 2013 / PAGE 73

74 Process map Modify or cancel order Resolve failed install for Fibre Access product Process overview This process shows how we investigates and resolves a failed install when you use the SSP function to reject a Build within five days after provisioning and the status of the product order reverts to RFS Confirmed. Note: If you have accepted a Build and it then fails to stand up within the five day period after provisioning then you should use the problem reporting processes included in Section 4 of this document. Business rules See the business rules listed in the product outlines in Section 3 of this document for: Change Termination Internal Fibre Access BFA/DFA New Connection Intra Candidate Area Backhaul New Connection. Procedures The following Self Service Portal (SSP) procedures are used in this process and are included in Section 6 of this guide: Accept or reject build. ORDERING AND ASSURE GUIDE FIBRE ACCESS PRODUCTS / V8.0 / 23 MAY 2013 / PAGE 80

75 Process map Resolve failed install for Fibre Access product ORDERING AND ASSURE GUIDE FIBRE ACCESS PRODUCTS / V8.0 / 23 MAY 2013 / PAGE 81

76 ORDERING AND ASSURE GUIDE FIBRE ACCESS PRODUCTS / V8.0 / 23 MAY 2013 / PAGE 82