Carrier Services Frontier Communications Rochester, NY Revised: 05/07/2018
Table of Contents Table of Contents... 2 Frontier Pre FOC Ordering Contact and Escalation List for All Regions... 3 Frontier Post FOC Ordering Contact and Escalation List for all Regions... 4 Frontier Expedite and Formal Construction Due Date Improvement Contacts for All Regions... 5 After Hours TSP Ordering Contact List... 5 Frontier Project Management Contact and Escalation List for all States... 6 CHANGE LOG... 7 2 Table of Contents Frontier Communications
Frontier Pre FOC Ordering Contact and Escalation List for All Regions Frontier requests 24 hours between escalation levels unless we miss commitment on return call or actions promised. PRE FOC Contacts LEVEL 1 ASR Ordering Center ICSC = CS35 ASR Ordering Center All Other ICSC (Excludes ICSC CS35) LEVEL 2 ASR Pre-FOC Escalation Mailbox Service Representative Service Representative Escalation Representative 888-444-2267 Option 1 (Special Access, Switched Access, Ethernet) 888-444-2267 Option 2 Sub-Option 1 Special Access Sub-Option 2 Switched Access Sub-Option 3 Ethernet, Optical ASR.PreFOC.Escalations@ftr.com LEVEL 3 Monica Smith (Special Access) Miriam Blackwell (Switched Access) Joy Duquette (Ethernet, Optical) Jessica McFarlane (Ethernet, Optical) Supervisor 919-530-1168 Monica.smith@ftr.com Supervisor 585-777-1185 Miriam.Blackwell@ftr.com Supervisor 919-530-1213 joy.duquette@ftr.com Supervisor 585-777-9657 jessica.mcfarlane@ftr.com LEVEL 4 Kecia West Manager 919-224-1166 kecia.west@ftr.com Frontier Pre FOC Ordering Contact and Escalation List for All Regions Frontier Communications 3
Frontier Post FOC Ordering Contact and Escalation List for all Regions Frontier requests 24 hours between escalation levels unless we miss commitment on return call or actions promised. If the order being escalated is a project managed order, please contact the project manager assigned to the project. For all other escalations, please see the list below. POST FOC Contacts LEVEL 1 ASR Ordering Center LEVEL 2 (By State) Ron Espino (Operating Area 3 - AL,FL,GA,MS,NC,SC,TN) (Operating Area 4 - IA, IL, IN, MN, NE, WI) (Operating Area 5 - AZ, NM, NV, TX, UT) (Operating Area 6 - ID, MT, OR, WA Service Representative 888-444-2267 (See Options Above) Specialist 317-903-5155 Ron.Espino@ftr.com Mark Browning (Operating Area 1 - CT, PA, NY) (Operating Area 2 - MI, OH, WV) (Operating Area 7 CA) LEVEL 3 Melissa Heinerich - All States LEVEL 4 Darlene Smith - All States Specialist 304-526-0415 Mark.Browning@ftr.com Sr Carrier Analyst Manager 260-461-3625 Melissa.j.heinerich@ftr.com 585-727-6756 Darlene.Smith@ftr.com LEVEL 5 Steve Herrling - All States Director 703-298-7231 Steve.herrling@ftr.com 4 Frontier Post FOC Ordering Contact and Escalation List for all Regions Frontier Communications
Frontier Expedite and Formal Construction Due Date Improvement Contacts for All Regions Kathy Rush Specialist 317-674-2910 K.rush@ftr.com Kelli McPherson Specialist 585-777-6050 Kelli.mcpherson@ftr.com After Hours TSP Ordering Contact List Region Number After Hours TSP Ordering All States 888-637-9620 Frontier Expedite and Formal Construction Due Date Improvement Contacts for All Regions Frontier Communications 5
Frontier SONET & Ethernet Project Management Contact and Post-FOC Escalation List for all States Frontier requests 24 hours between escalation levels unless we miss commitment on return call or actions promised. If the order being escalated is a project managed order, please contact the project manager assigned to the project. For all other escalations, please see the list below. POST FOC Contacts LEVEL 1 Project Specialist Project Specialist As Assigned LEVEL 2 (Manager by State / Product) Rodney Williams (All SONET/Ethernet Products for States: AZ, CA, CT, ID, MT, NM, NV, NY, OR, PA, UT, WA) (FTTC* All States) Manager 919-941-7406 Rodney.williams@ftr.com Bobby Tate (All SONET/Ethernet Products except FTTC for States: AL, FL, GA, IA, IL, IN, MI, MN, MS, NC, NE, OH, SC, TN, TX, WI, WV) (TDM Project Managed projects & Collocation All States) Manager 919-530-1193 Bobby.tate@ftr.com LEVEL 3 Richard Wright All States Director 469-913-5110 r.wright@ftr.com *FTTC Fiber to the Cell 6 Frontier SONET & Ethernet Project Management Contact and Post-FOC Escalation List for all States Frontier Communications
CHANGE LOG Date Page # Change 01/28/16 4 Update Level 2 Contact for CT Only 02/11/16 3 Add new Level 2, bump former Level 2-3 to be Level 3-4 04/05/16 4 Updated Post FOC Level 2 Contact Information for CTF and CT 04/25/16 4 Updated Post FOC Level 4 TN Number 05/02/16 3 Updated Pre FOC Contact List 08/22/16 4 Update Level 2 contacts by region, Change contact for Level 4 08/22/16 5 Update section title to include Construction Due Date Improvements, Add additional contact 10/04/16 6 Add new page for Project Management Escalation Contacts 11/9/16 7 Updated 3 rd level Pre FOC escalation list 12/1/16 4 Update Operating Areas covered by each Level 2 Contact 12/1/16 5 Update to show by State for coverage at Level 2 & 3 03/07/17 4 Correct Operating Area 6 List of States 04/01/17 6 Update PM Level 2 State Assignments 04/11/17 6 Update telephone number for Level 3 Contact 06/06/17 4 Update Level 2 contacts on Post-FOC escalation list 06/06/17 3 Update Level 1& 3 contacts on Pre-FOC escalation list 7/10/17 6 Updated Project Management Escalation Contact List 10/02/17 4 Change Area 6 Level 2 Contact 11/13/17 6 Update coverage states for Level 2 Managers 01/31/18 4 Update Level 3 Contact 02/05/18 6 Adjustments to Project Management Contacts page to specify as SONET and Ethernet Projects Only (Post-FOC) 04/30/18 4 Update Level 2 and 3 Post-FOC Contacts 05/07/18 6 Update coverage states for Level 2 Managers Disclaimer: This documentation is for information purposes only and does not obligate Frontier to provide services in the manner herein described. Frontier reserves the right as its sole option to modify or revise the information in this document at any time without prior notice. In no event shall Frontier or its agents, employees, directors, officers, representatives or suppliers be liable under contract, warranty, tort (including but not limited to negligence of Frontier), or any other legal theory, for any damages arising from or relating to this document or its contents, even if advised of the possibility of such damages. 2018 Frontier Communications Corporation All Rights Reserved. Change Log Frontier Communications 7