Charter EZPort User Guide

Charter EZPort User Guide Version 2.4 September 14, 2017

Contents Document Information... 3 Version Notice and Change Log... 3 General... 6 Getting Started...7 System Requirements... 7 Initial Access Procedure... 7 Enabling Your Company for Use of EZPort... 7 Creating New Users for your Company... 7 Access Levels... 8 Application Standards... 9 Log In... 10 New User Log in... 11 Returning User Login... 13 Trading Partner Functions... 14 Trading Partner Administrator Tabs... 14 Managing Users tab... 14 Adding Users via the Manage Users tab... 14 Resetting a User s Password via the Manage Users tab... 18 Deleting Existing Users via the Manage Users tab... 19 Managing Trading Partner Information... 21 Manage Trading Partner Information via the Manage Trading Partner Info tab... 21 Trading Partner User Tabs... 22 Preorder Processing tab... 22 Navigating the Preorder Processing tab... 22 Creating a New CSR Request via the Preorder Processing tab... 25 Reviewing CSR Results... 27 Order Processing... 29 Navigating the Order Processing tab... 29 Creating a New LSR via the Order Processing tab... 32 Reviewing LSR Results... 35 Log Out... 37 Charter Confidential and Proprietary Page 2 of 37

Document Information Version Notice and Change Log The following definitions apply to the table headings below. Document Date The document date (see cover page) the change was first applied to. Document Version The document version (see cover page) the change was first applied to. Software Release The date the change was moved to production. Description A functional description of the change. Document Document Software Description Date Version Release 12/22/2010 1.0 January 17, 2010 Initial Document Version - Draft 01/10/2011 1.0 January 17, 2010 Updated Version - Draft 01/13/2011 1.0 January 17, 2010 Updated Version - Final 02/11/2011 1.1 February 23, 2011 Updated version from 1.0 to 1.1. Updated the Field Specific Notes in the "Creating a New LSR via the Order Processing tab section to indicate that a Business order may be submitted as a Simple Port (i.e., "TOA (Type of Account) may be "RES" (residential) or "BUS" (business)."). Added ESCALATED status to the Preorder Status Matrix in the Navigating the Preorder Worklist tab section. 03/03/2011 1.2 June 19, 2011 Updated version from 1.1 to 1.2. Added the following note to Order response ESCALATED status: The order WorkList will display escalated orders as FOC-ESCALATED, PENDING-ESCALATED, or REJECT-ESCALATED. The response status will remain as ESCALATED. 03/03/2011 1.2 June 19, 2011 Updated the definition for REJECT status in the Order Status Matrix to allow Cancel Supp on REJECT orders. Also updated the description of the Cancel button. 03/03/2011 1.2 June 19, 2011 Added additional comments to the description of the Reschedule and Fix buttons. Charter Confidential and Proprietary Page 3 of 37

06/07/2011 1.2 June 19,2011 Updated screen shots to reflect latest implementation. 06/07/2011 1.2 June 19,2011 Added comment to point out PON after CSR and LSR order submission. 06/07/2011 1.2 June 19,2011 Added comment on log in sections to indicate the option to press enter. 06/07/2011 1.2 June 19,2011 Removed the references to sorting only the first 50 row. CR 2059 adds the sorting across pages functionality. 06/13/2011 1.2 June 19,2011 Added the response statuses FOC- CANCELLED and FOC-CLOSED for the Drop down values for the LSR Order responses. 06/13/2011 1.2 June 19,2011 Added the response statuses FOC- CANCELLED/CLOSED and FOC-CLOSED for the Order Response Matrix. 08/18/2011 1.3 August Updated version from 1.2 to 1.3 Updated Creating a New CSR Request via the Preorder Processing tab section item 3, the statement Multiple TNs may be associated with one CSR. Was changed to A maximum of 100 TNs may be associated with one CSR. 08/18/2011 1.3 August Updated Creating a New LSR via the Order Processing tab section item 3, the statement Multiple TNs may be associated with one LSR Was changed to A maximum of 100 TNs may be associated with one LSR. And added under Field Specific Notes the bullet. PORTED NBR will only be allowed a maximum of 100 entries. 02/23/2012 1.4 June 17, 2012 Updated version 1.3 to 1.4 Added Deleting Existing Users via the Manage Users tab section. 03/05/2012 1.4 June 17, 2012 Updated screenshots for Reviewing CSR Results section. Extended field length for Name field and placed SANO field in between of SAPR and SASF. 03/06/2012 1.4 June 17, 2012 Updated screenshots of Manage user tab. Phone Number field was added. 05/25/2012 1.5 October 21, 2012 Updated Order Status Matrix of Order Processing. CANCEL-CONFIRMED status Charter Confidential and Proprietary Page 4 of 37

01/15/2013 1.6 February 21, 2013 01/15/2013 1.6 February 21, 2013 was added along with Definition and Next Action. Updated the screenshots of the following sections: Reviewing CSR Results - Added BTN field on CSR Response Navigating the Order Processing tab - Updated label Active/Completed View to Recent/Completed View Creating a New LSR via the Order Processing - Added Partial Port including current BTN field and New BTN field on NP Form Reviewing LSR Results - Added Partial Port including current BTN field and New BTN field on NP Form Updated the description of the following sections: Status Matrix section: FOC Description to Note: additional telephone numbers can be added to orders in FOC status via Fix supplement. Reviewing CSR Results Added new field: BTN Billing Telephone Number Reviewing LSR Results FIX Button Description to "A Fix request can be submitted for orders in Reject status. A fix request allows modification of the Due Date field. A fix request can also be submitted for orders in FOC status in adding additional telephone numbers." 3/21/2013 1.7 June 16, 2013 Updated screenshots for the following sections to add new field LEC Tracking #: Navigating the Order Processing tab, Key Order Processing tab points, Creating a New LSR via the Order Processing, tab Reviewing LSR Results Updated Key Order Processing tab points, Key Preorder Processing tab points, Filtered View section LEC Tracking # field search function. Charter Confidential and Proprietary Page 5 of 37

Updated TN search function from enter one or more numeric values to enter three or more numeric values 10/17/2013 1.8 October 21, 2013 Added a note in Creating a New LSR via the Order Processing and Creating a New CSR Request via the Preorder Processing tab sections to discuss the Duplicate Error 03/13/2014 1.9 June 15, 2014 Updated the response status FOC- CANCELLED to CANCELED for the Drop down values for the LSR Order responses. The response status FOC- CANCELLED/CLOSED was also modified to CANCELED/CLOSED for the Order Status Matrix and Order Response Matrix. 02/20/2015 2.0 June 14, 2015 Updated Charter Communications logo in the screenshots 03/13/2015 2.1 June 14, 2015 Updated screenshots to include the new logo of Charter Communications. 04/30/2015 2.2 June 14, 2015 Updated telephone number displayed in the Login Page from 636 220 8799 to 844-881- 2092. Updated email address from Charter.STL.LSR@chartercom.com to Charter.STL.LSR@charter.com 06/29/2015 2.3 October 18, 2015 Added the text Charter s Porting Profile in the screenshot of the Log-in page under New User Log in and Returning User Login. 08/25/2017 2.4 September 14, 2017 Added a table containing the functional area and definition for the Log-in page under the Log In section. Updated BTN field to Account Number field in the LSR Form under the Order Processing tab. Added Account Number field in CSR Response form under the Preorder Processing tab. General Throughout this document: The term trading partner refers to the entity requesting to port a number from Charter. The term application refers to the EZPort application outlined within this document. Charter Confidential and Proprietary Page 6 of 37

This User Guide may be accessed by selecting the User Guide link from the application Home page. To obtain an email copy, please contact us using the contact information provided in the Initial Access Procedure section below. Getting Started This guide provides instructions for Administrators and Users of the Charter EZPort application. The Getting Started section covers basic information about the Charter EZPort application including initial setup requirements and procedures. System Requirements The Charter EZPort application is a web-based application accessible via the public internet using secure HTTP (HTTPS). For the optimal user experience, we recommend the following minimum system requirements: 1. Microsoft Internet Explorer 6 or higher. 2. A DSL or Broadband connection. 3. A workstation capable of running the above recommended browser and connection speed. Initial Access Procedure Enabling Your Company for Use of EZPort Prior to gaining access to the EZPort application, your company must be enabled as a trading partner of the application. To establish use of this application for your company, please request a Trading Partner Request form from Charter via the following methods: 1. Call us at 844-881-2092 or 2. Send an email request to Charter.STL.LSR@charter.com This is a one-time setup procedure for your company. Creating New Users for your Company As part of the trading partner establishment process, Charter will establish an EZPort Administrator for your company. Your Administrator is responsible for creating and managing all User IDs within your company. Please reference the trading partner administrator sections within this document for step-bystep user creation procedures. Note: your company may request up to two Administrators. Charter Confidential and Proprietary Page 7 of 37

Access Levels There are four levels of access within the EZPort application. The following table outlines the high-level functions granted to each access level. Tab Function Access Level Charter Trading Partner Administrator User Administrator User Home Preorder Processing Order Processing Preorder Worklist Order Worklist Access User Guide, View Announcements Manage/Create CSR Requests Manage/Create LSR Requests Manage/Respond to CSR Requests Manage/Respond to LSR Requests Reporting Generate Reports Manage Trading Partners Manage/Create Trading Partners Manage Users Manage/Create Users Manage Trading Partner Info Manage Company Contact Information Manage News Manage/Create News Charter Confidential and Proprietary Page 8 of 37

Application Standards The following standard guidelines apply to the EZPort application: All order request and response fields are editable unless noted as read-only (read-only fields appear lighter in color and do not allow user-defined values). Read-only fields are either a recap of previously entered information or system generated values. All fields denoted with an asterisk (*) are required. Avoid copy & pasting values from other sources (e.g., documents, applications) directly into the application. Doing so may introduce invalid characters and could interfere with downstream order processing. This may result in order processing delays. Columns may be sorted as ascending or descending by clicking on the column heading. Note: The EZPort application displays up to 50 records per page. Screens are static. You must refresh the screen by pressing one of the tab headings or your browser refresh button to update record data. All times are displayed in Central Time zone regardless of the region the order was originally submitted in. The application uses the following FCC and NPAC time zone guidelines when calculating required response time intervals and conversions to Central Time: Time Zone Pacific Mountain Central Eastern States CA, NV, HI MN, WA, OR, NE, AK, ID, MT, WY, UT, CO, AZ, NM, SD, ND, IA IL, WI, MI, IN, OH, MO, TX, OK, KS, AR MA, CT, NY, VT, RI, NH, ME, VA, PA, WV, NJ, DE, MD, SC, TN, NC, GA, LA, AL, KY, FL, MS Charter Confidential and Proprietary Page 9 of 37

Log In Note: You must receive a Username and Password from either Charter or your company s designated EZPort Administrator prior to logging into the application. To log in to EZPort, navigate to https://ezport.charter.com using one of the recommended browsers (see System Requirements section for a list of recommended browsers). At initial login, EZPort users are required to change their password. Passwords must comply with the following complexity standards: Must be at least six characters in length (with a maximum of 12 characters) Must contain characters from three of the following four classes: o Uppercase o Lowercase o Numeric o Special Characters Cannot contain spaces Functional Area Definition Privacy Policy Allows the user to access the privacy rights of Charter Communication s Services. Charter s Porting Profile Allows the user to: Navigate to Charter's Porting Profile page which contains the Trading Partner Profile to exchange contact and interface procedures and processing details. Gain access to Charter Communications Online CSR Request & LSR submission tool-ezport. Charter Confidential and Proprietary Page 10 of 37

New User Log in 1. Open a browser and navigate to EZPort.Charter.com. The Charter EZPort login page appears. 2. Enter user Username and password. 3. Click the Login button or press enter. 4. If this is your first login attempt with this username, a screen requiring a password change will appear. Click the change your password link. 5. Enter the original password provided with the account in the Password field. Enter the new password in the remaining two fields in accordance with the complexity policy. Charter Confidential and Proprietary Page 11 of 37

6. Click the Change Password button to change your password or click the cancel button to abort. If there is an error with the change password process, a notification will appear in red notifying you of an error. 7. If the password change is successful, a page indicating the success will display. Click the here link to enter the EZPort application. 8. The EZPort Home page will display. Charter Confidential and Proprietary Page 12 of 37

Returning User Login 1. Open a browser and navigate to https://ezport.charter.com. The EZPort login page appears. 2. Enter Username and password. 3. Click the Login button or hit enter. The EZPort home page displays showing news items. News items may include holidays, general announcements, and other useful system related information. These announcements are provided at the discretion of Charter. Always consult your company s interconnection agreement and/or Charter processing guidelines for a complete list of Holidays and procedures. Charter Confidential and Proprietary Page 13 of 37

Trading Partner Functions Trading Partner Administrator Tabs In addition to the Preorder Processing and Order Processing tabs, Trading Partner Administrators have access to the following tabs: Manage Users tab Manage Trading Partner Info tab Managing Users tab Within the Manage Users tab, trading partner administrators have the ability to add and edit user information. Adding Users via the Manage Users tab 1. Select the Manage Users tab. 2. Click the Add User button. 3. Enter the required information. Note: When a user account reaches its expiration date, it becomes inactive and no longer usable. Please make sure to use an appropriate expiration date. Charter Confidential and Proprietary Page 14 of 37

4. Click the Save button to save the new user or click the Clear button to abort the process and return to the Manage Users screen. 5. Upon saving, a notification above the Save button indicates successful completion. Click the Clear button to return to the Manage Users screen. Charter Confidential and Proprietary Page 15 of 37

1. Select the Manage Users tab. Editing Existing Users via the Manage Users tab 2. Click the View link associated with the user account you want to modify or enter search parameters to search for user account. 3. Update the necessary information. Note: When a user account reaches its expiration date, it becomes inactive and no longer usable. For security reasons, User IDs are deactivated after 6 months of inactivity. Additionally, trading partners must deactivate all user accounts within 24 Hours that are no longer in use. Charter Confidential and Proprietary Page 16 of 37

4. Click the Save button to save the edited user information or click the Clear button to abort the process and return to the Manage Users screen. 5. Upon saving, a notification above the Save button indicates successful completion. Click the Clear button to return to the Manage Users screen. Charter Confidential and Proprietary Page 17 of 37

Resetting a User s Password via the Manage Users tab 1. Select the Manage Users tab. 2. Click the View link associated with the User account or enter search parameters to search for user. 3. Enter the new password in the password fields. Charter Confidential and Proprietary Page 18 of 37

4. Click the Save button to save the new password for the user or click the Clear button to abort the process and return to the Manage Users screen. 5. Upon saving, a notification above the Save button indicates successful completion. Click the Clear button to return to the Manage Users screen. Deleting Existing Users via the Manage Users tab 1. Select the Manage Users tab. 2. Click the View link associated with the user account you want to delete or enter search parameters to search for user account. Charter Confidential and Proprietary Page 19 of 37

3. Click the Delete button to delete the selected username or click the Clear button to abort the process and return to the Manage Users screen. 4. Upon deleting, a notification above the Save button indicates successful deletion. Click the Clear button to return to the Manage Users screen. Charter Confidential and Proprietary Page 20 of 37

Note: If the Trading Partner administrator decides to use/reuse a deleted username, they would need to create a new account or create it as a new user. Managing Trading Partner Information Within the Manage Trading Partner Info tab, the trading partner administrator may modify their company information. Manage Trading Partner Information via the Manage Trading Partner Info tab 1. Click the Manage Trading Partner Info tab. 2. Modify the necessary information. 3. Click the Save button to save the edited company information or select a different tab to abort the process. 4. Upon saving, a notification above the Save button indicates successful completion. Click the Clear button to return to the Manage Users screen. Note: Error messages display in the same location. Note: Modifying the Name field will modify the Trading Partner name for all users currently assigned to this Name. For example, if you change the Name field from New Trading Partner to ABC Trading Partner, all users currently assigned to New Trading Partner name will automatically be assigned to the ABC Trading Partner name. Charter Confidential and Proprietary Page 21 of 37

Trading Partner User Tabs Trading partner users have access to the following tabs: Preorder Processing used to manage CSR requests Order Processing used to manage LSR requests Preorder Processing tab Within the Preorder Processing tab, trading partner administrators and users are able to view all CSR requests associated with their company. This includes current status of an existing CSR and the ability to create new CSR requests. Navigating the Preorder Processing tab The Preorder Processing tab provides trading partners the ability to create new CSR requests and manage previously submitted CSR requests. Charter Confidential and Proprietary Page 22 of 37

Key Preorder Processing tab points Functional Area Recent/Completed View Definition Allows the user to toggle between (1) Pending & recently completed requests and (2) Completed requests. Open and Recent displays all COMPLETED & REJECTED requests within the last 14 days in addition to all PENDING requests. Completed displays all CSRs requests that are not in a PENDING status. Due to the 14 day period listed above, some COMPLETED & REJECTED CSR requests may display in both views. Filtered View section Allows users to search by PON number or TN. To search for a specific PON number, enter the value in both the From PON and To PON value fields. Leave the From PON field blank and enter a value in the To PON field to search for all PONs up to a specific PON value. Enter a value in the From PON field and leave the To PON field blank to search for all PONs greater than or equal to the specified PON value. To search for a TN, enter three or more numeric values. The TN search function searches for all TNs that begin with the specified value. The search function searches all records in the database, not just the records on the current page. View Link Use this link to open a specific CSR request. Sorting You may sort records by pressing the Column heading you want to sort by. Pressing the column heading again reverses the sort. Note: the Preorder Processing tab displays up to 50 records. Additional records may be found by selecting the next page number located at the bottom of the list. Charter Confidential and Proprietary Page 23 of 37

Preorder Status Matrix The following matrix provides a list of possible status messages a Preorder request may contain, their definition, and the actions available to you. Status Definition Next action required by PENDING Charter successfully received your CSR request. Request is pending a Charter response. Charter REJECTED CSR contains invalid data and/or cannot be processed. Review Remarks section on CSR response for additional reject information. To resubmit the CSR request, you must create a new CSR request. Trading Partner (as needed) COMPLETED CSR request completed by Charter. None Note: Completed Preorder data is retained for a period of one year. Orders in a Completed state for more than one year are automatically and permanently removed from the system. Charter Confidential and Proprietary Page 24 of 37

Creating a New CSR Request via the Preorder Processing tab 1. Select the Preorder Processing tab. 2. Click the New CSR button. 3. Enter in the necessary CSR information. Upon entering the customer s telephone number, the user must click the Apply TN button. A maximum of 100 TNs may be associated with one CSR. TNs may be removed by clicking the associated Remove link. Note: a viewable CSR record, regardless of status, does not indicate an account is active with Charter. Charter Confidential and Proprietary Page 25 of 37

4. Click the Submit Preorder button to submit the CSR request. A red status bar indicates an error occurred and must be corrected. Correct the error and press the Submit Preorder button. A green status bar indicates with PON the CSR request was successfully submitted. NOTE: A Duplicate Request error will be triggered if PON is issued for TNs that have existing LSR orders in Pending, Escalate, FOC or Reject status. The Duplicate Request error will NOT be triggered if a PON is issued for an existing TN that has existing LSR orders in CANCELED, FOC-CLOSED or CANCEL-CONFIRMED status. 5. After a successful submission, press the Clear button or Preorder Processing tab to return to the Preorder Processing work list. NOTE: The Preorder Processing work list displays the most recent CSR submission at the top of the list. Charter Confidential and Proprietary Page 26 of 37

Reviewing CSR Results After clicking the View link for a specific record, the CSR record opens. Items to consider when reviewing a CSR record: Category Section/Field Description Form Form Field Field CSR Request CSR Response TOA Additional TNs Original request information is recapped in the CSR Request section (upper half of page). CSR response information (provided by Charter) is located in the CSR Response section (lower half of page). Type of Account distinguishes between Residential (RES) and Business (BUS). Lists additional TNs associated with the account. If there are no additional TNs, you may see the following: XXX-XXX-XXXX. Charter Confidential and Proprietary Page 27 of 37

Category Section/Field Description Field Local Service Freeze A value of Y (Yes) indicates there is a local service freeze on the account and the account cannot be ported. Note: The local service freeze on the account must be removed prior to porting the telephone number. Field Field Response Status Remarks Indicates either REJECTED or COMPLETED (see Preorder Status Matrix section for additional information). Includes any additional information you need to know prior to initiating a port request for this account. Field BTN Billing Telephone Number Field Account Number This field represents the customer's Spectrum account number. This account number is required on the LSR Form. Charter Confidential and Proprietary Page 28 of 37

Order Processing Within the Order Processing tab, trading partner administrators and users are able to view all LSR requests associated with their company. This includes the current status of existing LSRs and the ability to create new LSRs. Navigating the Order Processing tab The Order Processing tab allows trading partner users to create new LSR requests and manage existing LSR requests. Key Order Processing tab points Functional Definition Area Recent/Completed View Allows the user to toggle between (1) Open & Recent order requests and (2) Completed order requests. Open and Recent displays all FOC, REJECTED, & FOC/CLOSED requests within the last month in addition to all PENDING order requests. Completed displays all LSR requests that are not in a PENDING status. Filtered View section Due to the 1 month period listed above, some FOC, REJECTED, & FOC/CLOSED requests may display in both views. Allows users to search by PON number, TN, and DDD. To search for a specific PON number, enter the value in both the From PON and To PON value fields. Leave the From PON field blank and enter a value in the To PON field to search for all PONs up to a specific PON value. Enter a value in the From PON field and leave the To PON field blank to search for all PONs greater than or equal to the specific PON value. To search for a TN, enter three or more numeric values. The TN search function searches for all TNs that begin with the specific value. To search for a LEC Tracking #, enter three or more alphanumeric values. The LEC Tracking # search function searches for all LEC Tracking #s that begin with the specified value. The search function searches all records in the database, not just the records on the current page. Charter Confidential and Proprietary Page 29 of 37

Functional Area View link Sorting Definition Use this link to open a specific LSR request. You may sort records by pressing the Column heading you want to sort by. Pressing the column heading again reverses the sort. Note: the Order Processing tab displays up to 50 records. Additional records may be found by selecting the next page number located at the bottom of the list. Charter Confidential and Proprietary Page 30 of 37

Order Status Matrix The following matrix provides a list of possible status messages an Order request may contain, their definition, and the actions available to you. Status Definition Next action required by PENDING REJECTED FOC Charter successfully received your LSR request. Request is pending a Charter response. Cancel, Reschedule and FIX supplements are not allowed for orders in PENDING status. LSR contains invalid data and/or cannot be processed. Review the Remarks section on the LSR response for additional reject information. You may submit a Cancel supplement or a Fix supplement for an order in REJECTED status. Data corrections (including the addition of a new Desired Due Date) are allowed on Fix supplements. Charter issued a Firm Order Confirmation for the requested due date. You may submit a Cancel supplement or a Reschedule supplement for an order in FOC status. Only the Due Date may be changed on Reschedule supplements. Charter Trading Partner Trading Partner (as needed) FOC/CLOSED Note: additional telephone numbers can be added to orders in FOC status via Fix supplement. Charter issued a Firm Order Confirmation for the requested due date and the order request is 3 business days beyond the Due Date. Note: Orders in FOC status are systematically moved to a FOC/CLOSED status at three business days beyond their due date. None CANCELED/CLOSED Charter issued a CANCELED status for an order with a FOC status that is no longer valid. None Charter Confidential and Proprietary Page 31 of 37

CANCEL- CONFIRMED Charter issued a CANCEL-CONFIRMED status when your Cancel Supplement request was successfully received. Note: Orders in CANCEL-CONFIRMED are similar to CANCELED/CLOSED where further supplements cannot be sent anymore. None Note: Order status will not be returned by Charter in any manner other than this application. It is the responsibility of trading partners to check the status of their orders using this application. Note: Orders in a REJECTED status or a FOC/CLOSED status for more than one year are automatically and permanently removed from the system. Creating a New LSR via the Order Processing tab 1. Click the Order Processing tab. 2. Click the New LSR button. 3. Enter in the necessary information for LSR completion. Upon entering the customer s telephone number, the user must click the Apply TN button. A maximum of 100 TNs may be associated with one LSR. TNs may be removed by clicking the associated Remove link. Charter Confidential and Proprietary Page 32 of 37

Field Specific Notes: Account Number: Populate this field with the customer s 16-digit Spectrum account number. DDD (Desired Due Date): must be entered using the mmddyy format. AGAUTH (Agency Authorization): must be entered as Y (Yes) to complete the order request. For Simple Port requests: o Simple Port must = Y. o TOA (Type of Account) may be RES (residential) or BUS (business). For Standard Port requests: o Simple Port must = N. o TOA may be RES (residential) or BUS (business). o SANO (Service Address Number) must be populated. o SASN (Service Address Street Name) must be populated. o CITY must be populated (alpha characters only, special characters are not allowed). o PORTED NBR will only be allowed a maximum of 100 entries. Charter Confidential and Proprietary Page 33 of 37

4. Click the Submit Order button to submit the trading partner information or click the Clear button to abort the process and return to the Order Processing screen. A red status bar indicates an error occurred and must be corrected. Correct the error and press the Submit Order button. A green status bar with PON indicates the LSR request was successfully submitted. NOTE: A Duplicate Request error will be triggered if PON is issued for TNs that have existing orders in Pending, Escalate, FOC or Reject status. The Duplicate Request error will NOT be triggered if PON is issued for TNs that have existing orders in CANCELED, FOC-CLOSED or CANCEL-CONFIRMED status. 5. After a successful submission, press the Clear button or Order Processing tab to return to the Order Processing work list. NOTE: the PON number auto-generates. The Order Processing work list displays the most recent LSR submission at the top of the list. Charter Confidential and Proprietary Page 34 of 37

Reviewing LSR Results After clicking the View link for a specific record, the LSR record opens. Charter Confidential and Proprietary Page 35 of 37

Items to consider when reviewing an LSR record: Category Section/Field Description Form LSR Request Original request information is recapped in the LSR Request section (upper half of page). Form Button Button Button DD (LSR Response section) LSR Response Cancel Reschedule FIX Field LSR response information (provided by Charter) is located in the LSR Response section (lower half of page). Use this button to initiate a Cancel request. A cancel request may only be submitted for orders in FOC status or in REJECT status. Please make sure to enter a Due Date in the DDD field before clicking on the Cancel button. Use this button to initiate a Reschedule request. A Reschedule request may only be submitted for orders in FOC status. Please make sure to enter a new Due Date in the DDD field before clicking on the Reschedule button. Use this button to initiate a Fix request. A Fix request can be submitted for orders in Reject status. A fix request allows modification of the Due Date field. A fix request can also be submitted for orders in FOC status in adding additional telephone numbers. Please make sure to enter the modified order data before clicking on the Fix button. The Due Date assigned by Charter. Under most FOC scenarios, this value will match the value provided on the latest order request. This field is represented in the mmddyy format. Order Number Response Status Additional Remarks Field Field Field Contains the FOC order number. Charter will populate the Order Number as follows: (FOC) CHTR+PON+STATE = CHTR100040MO (Reject) CHTR+PON+STATE+REJ = CHTR100040MOREJ Indicates whether the order received a FOC (Firm Order Confirmation) or a Reject response. This field contains additional order response information. Charter Confidential and Proprietary Page 36 of 37

Log Out The Log out functionality will end the user s current session in the Charter ORA and return the user to the Log in screen. To log out, simply click the Logout button in the upper right portion of the user s screen. The Logout button will remain in the same location regardless of which page the user is on. Charter Confidential and Proprietary Page 37 of 37