Business Procedures
Wireless Expedites & Escalations Overview - V17.0
Introduction
CenturyLink™ quickly responds to your escalation or expedite requests offering you
clear and complete explanations so you can satisfactorily
respond to your end-users.
Expedites are requests for an improved standard interval that
is shorter than the interval defined in our Service Interval
Guide (SIG), Individual Case Basis (ICB) or committed to ICB
(Ready for Service (RFS) + Interval) date.
Escalations can be initiated for any issue, at anytime, and at any point. Escalations can also be for requests for status or intervention around a missed date.
The following summarizes the processes used within CenturyLink for all Wholesale Products and Services to handle expedite and escalation requests.
Expedites
All expedite requests will be reviewed and granted, based upon resource and facility availability. The CenturyLink Wholesale Center Representative will coordinate with you and CenturyLink internal organizations to determine if the requested expedited date can be met. An expedite charge applies per ASR, for every day that the due date interval is improved, based on the standard interval in the SIG or ICB criteria as described above and is calculated based on the language in the intrastate tariffs. If your expedite request is denied, denial reason(s) will be provided. In some cases, an alternate date may be offered as an option to the date you originally requested.
It is not necessary for you to call into CenturyLink to have the
expedite request approved. To expedite a service request on
an ASR populate the EXP field and put the desired expedited
due date in the DDD field on the ASR. Once CenturyLink reviews the
ASR, if the due date requested is shorter than the standard
interval and if CenturyLink has determined that it can meet the
requested date, then CenturyLink will process the request and return
a FOC acknowledging the expedited due date and the appropriate
expedite charge will be added to your service order. If the due date CenturyLink can meet is different from what was originally requested on the ASR, CenturyLink will return a FOC with the new due date and continue to process the ASR. The appropriate expedite charge will be added to your service order. For supplements issued for an improved interval, expedite charges would be calculated from the supplement receive date to the new requested DD. If the due date on the FOC does not meet your needs you can supplement the request to a due date equal to or greater than standard interval as defined in CenturyLink's SIG or ICB, cancelling the expedite.
Note: If the ASR you are submitting requests a same day due date, your request must be received before 12 noon MT.
If an expedited request is desired after initial ASR submission, you may either call directly into CenturyLink at 877-340-9627 or send a supplemental ASR.
If the expedited due date is missed due to CenturyLink reasons, expedite charges do not apply.
If the order becomes a Delayed Order on the due date, CenturyLink will cooperatively work with you to obtain the best Ready For Service Date (RFS) possible and expedite charges do not apply.
If an order becomes delayed for facilities prior to a FOC, once CenturyLink establishes a new RFS it is communicated to you via the FOC. If you do not accept the due date that is established and request to expedite the RFS, expedite charges may apply. Each expedited delayed order request will be reviewed on an ICB to determine if expedite charges apply. If the expedited due date request results in CenturyLink incurring additional costs to improve the date that was FOC'd, expedite charges apply. CenturyLink will advise you if expedite charges apply prior to confirming the expedited request to obtain approval from you, or offer an alternate date that CenturyLink can meet. The expedite charges will be based on the number of days improved from the original RFS date.
If an order was delayed due to a Customer Not Ready (CNR) condition as described in the Interexchange Access Customer Not Ready (CNR) Business Procedure, and you wish to expedite the newly requested due date, supplement the order with the new Desired Due Date (DDD) and populate the EXP field. CenturyLink will review your expedited request for resource availability. You can expect to receive a Firm Order Confirmation (FOC) response usually within four business hours notifying you if the expedited due date can be met. In some cases, CenturyLink may contact you to offer an alternate date if one is available. Expedite charges apply and are based on the number of days the CNR standard interval is improved.
Local Number Portability
(LNP) on Wireless Services LNP Wireless Local Service Request (LSR) expedite information can be found in the Expedites Requiring Approval section of Local Expedites and Escalations Overview.
Escalations - Provisioning
Escalations are a request for status or intervention around a missed critical date such as:
- Plant Test Date (PTD)
- Due Date (DD)
- Ready For Service (RFS)
CenturyLink's Service Centers pro-actively escalate any critical dates in jeopardy and will notify you. If, however, you find it necessary to initiate escalation, call the assigned CenturyLink Wholesale Center Representative responsible for processing your orders, for assistance. Regardless of how initiated, by you or internally, CenturyLink escalation roles and responsibilities can be summarized as:
- CenturyLink Wholesale Center Representatives
Local Service Request (LSR) or Access Service Request (ASR) escalations related to Rejects/Delayed orders, critical dates and Firm Order Confirmations (FOC). - CenturyLink Service Manager
Involved only after normal processes fail to resolve the escalation to your satisfaction. Evaluates the situation based on commitments managing associated resolution activities. - CenturyLink Senior Service Manager/Director
Involved only when the Service Manager's efforts are unsuccessful. Provides direction to those working the issue, partnering with Center Coaches and Team leaders. - CenturyLink Senior Service Director/Vice President
Contacted for direction and/or assistance for those working the escalation, providing timely status updates back to the prior level and you directly.
Escalations - Maintenance and Repair
At your discretion, you may initiate an escalation of your trouble report at any time during the repair process through either an electronic interface provided by CenturyLink or by calling the CenturyLink Wholesale Repair Center. Escalations begin with the tester or screener and passes to the duty Supervisor, Manager, Director, and Vice President levels within CenturyLink. For additional information regarding repair escalations, refer to Wholesale Customer Service Repair Escalation List for Residence, Small Business, Large Business and Wholesale.
You may initiate escalation of your trouble report through our electronic interface Customer Electronic Maintenance and Repair-Maintenance Ticketing Gateway (CEMR-MTG) or by calling either the Wholesale Repair Center. Refer to the individual Wireless PCATs under Maintenance and Repair.
Escalations - Electronic Escalation Process
Additional information about an Electronic Escalation Process can be obtained from CenturyLink's Operations Support Systems General Information. Note: Occasionally, your end-user may find their way to the CenturyLink Wholesale Center or CenturyLink Service Manager and our Wholesale Center Representatives will explain that you are our customer and direct them to you for assistance.
Should you have questions, or need additional information related to the expedite or escalation processes defined above, refer to the CenturyLink Wholesale Team Tool (CWTT) for the appropriate CenturyLink Repair contact for assistance.
Contacts
CenturyLink contact information is located in Wholesale Customer Contacts.
Provisioning Expedites and Escalations Contact List:
Access Service Requests (ASRs):
| Center | Contacts | Fax |
| Delayed Orders | 866-434-2555 | 800 335-5680 |
| Provisioning | 866-434-2555 | 800 335-5680 |
Local Service Requests (LSRs):
For LNP Wireless Local Service Request (LSR)'s contact information can be found under the Contact section of Local Expedites and Escalations Overview.
Frequently Asked Questions
This section is currently being compiled based on your feedback.
Last Update: March 1, 2019