Life Cycle of an Order Copyright 2002 New Edge Networks. All rights reserved.

Last Revised – June 03, 2002 New Edge Networks – Proprietary & Confidential 2 Agenda Players – Who’s coming to dinner? Address Validation & PreQual – Why all the drama over an address? Order Process – What happens when I press submit? Exceptions & Processing – When things go wrong… Communications – The game of telephone… MACD’s – Moves, Adds, Changes & Discos

Last Revised – June 03, 2002 New Edge Networks – Proprietary & Confidential 3 Players EU / Business – The Customer ISP – Our Partner NEN – What groups are working here? LEC – Is anyone home?

Last Revised – June 03, 2002 New Edge Networks – Proprietary & Confidential 4 Address Validation & PreQual Service Address Service Address vs. Billing, Mailing, or Listed Service Address Telephone Number is Reference (unless ADSL-SL) PILOT: SAG; LEC: LEC Service Address Records Move recently? New Construction Troubleshooting Address entry in PILOT –Changing things to get hit –Can’t get a hit at all - Manual LEC Prequal Request to Customer Care

Last Revised – June 03, 2002 New Edge Networks – Proprietary & Confidential 5 Address Validation & PreQual PreQualification PreQual Factors: LL, Line Quality, Service Obstructions PILOT: Only Est. of LL (air-miles) LEC PreQual: LEC Records (problems here too) LEC Engineering Design Group: More LEC Records LEC Outside Plant / CO Technicians connects physical copper SOC TESTING – NEN Tests line w/ Hekimian for usability

Last Revised – June 03, 2002 New Edge Networks – Proprietary & Confidential 6 Order Processing - Vanilla 1.ISP – Order Entry in PILOT 2.NEN Service Activation – LEC Address Validation & PreQual 3.NEN Service Activation – assign CFA & Sent to ILEC 4.LEC – Provisioning New 5.LEC – FOC 6.LEC – DLR 7.LEC – SOC “Days” = business days

Last Revised – June 03, 2002 New Edge Networks – Proprietary & Confidential 7 Providing DSL – The Process 8.NEN - SOC test 9.NEN - Build PVC 10.NEN - Schedule IW – Dispatch / AIC / EU 11.AIC – Inside Wiring Installation 12.STB! “Days” = business days

Last Revised – June 03, 2002 New Edge Networks – Proprietary & Confidential 8 Providing DSL – The Process

Last Revised – June 03, 2002 New Edge Networks – Proprietary & Confidential 9 Providing DSL – The Process (cont’d)

Last Revised – June 03, 2002 New Edge Networks – Proprietary & Confidential 10 Exceptions – the bumpy road Address Issues Moves New Construction Lost Outside Plant Techs Facilities Issues Lack of facilities –No Copper to Prem (build or no build) –Full Drop - No Space at Demarc Pair Gain & DLCs Remote Cos Bridge Taps & Load Coils – Line Conditioning Tested Loop Length – too long

Last Revised – June 03, 2002 New Edge Networks – Proprietary & Confidential 11 Exception Processing Pending Status SUP Status On Hold Status Exceptions Codes Reason Codes

Last Revised – June 03, 2002 New Edge Networks – Proprietary & Confidential 12 MACD’s Moves Changes Cancellations / Disconnect Insert Ronalds Face Here

Last Revised – June 03, 2002 New Edge Networks – Proprietary & Confidential 13 Communications ISP to NEN, NEN to LEC, & Vice Versa Outbound –DOSe Reports –Status Letters from CRM Inquiry Resources –Partner Network / My Account status viewer –Customer Care

Last Revised – June 03, 2002 New Edge Networks – Proprietary & Confidential 14 New Edge Networks Support Customer Care Technical Assistance Center (TAC) Network Operations Center (NOC)

Last Revised – June 03, 2002 New Edge Networks – Proprietary & Confidential 15 Customer Care Duties I nbound –General inquiries and product info –Billing calls –PILOT trouble –Escalation and trouble status –Front desk reception –Order status calls –TAC inbound –Order Cancellation Outbound –Scheduled maintenance notifications –IW schedule and “dentist”calls –Outage/maintenance updates –Dispatch AICs for each order –Satisfaction checks Phone networks.com

Last Revised – June 03, 2002 New Edge Networks – Proprietary & Confidential 16 TAC Duties DSL Test and Turn-up Work with Authorized Installation Contractors to ensure successful installs Work with ISP technical support staff to troubleshoot end-user problems (7 X 24) Work with ILECs to resolve provisioning issues

Last Revised – June 03, 2002 New Edge Networks – Proprietary & Confidential 17 NOC Duties Monitor network Maintenance and repair support of all products (7 X 24) Minimize Mean Time to Repair (MTTR) – Service Level Agreements vary by product type

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