Networx Dar Participant Guide

Qwest Networx
Designated Agency Representative
Participant Guide

This document contains information that is confidential and proprietary to Qwest
Communications International, Inc. and/or its wholly owned subsidiaries. It is
therefore subject to the restrictions and protections contained in 18 U.S.C. §1905,
Disclosure of Confidential Information Generally, and shall not be published,
divulged, made known or disclosed to any person outside the U.S. Government.
Version 1.3.1

Revision History
Revision Number Revision Date Revision Description Revised By
GSA Rejection Letter Dated 10-4-07
2 10-23-07 W. Carter
KU-JTB-08-0054
3 01-28-08 C. Machnik
4 02-25-08 Edits, Revisions, & Proofreading C. Zaner

Qwest Designated Agency Representative Participant Guide
Table of Contents
Section 1: Introduction ........................................................................................1
Purpose of the DAR Networx Training Guide...................................................1
Access to the Training Guide ........................................................................1
Section 2: The Networx Contract........................................................................2
The Networx Contract........................................................................................2
Section 3: Qwest Public Website .........................................................................3
Access the Website ............................................................................................3
“Why Qwest for Networx?” ..........................................................................3
Products and Services ....................................................................................3
Training .........................................................................................................4
Support Offerings ..........................................................................................4
Section 4: Networx Program Points-of-Contact ................................................5
Customer Support Office (CSO)........................................................................5
Customer Support Office Functions ..............................................................5
Customer Support......................................................................................5
Technical Support .....................................................................................5
Technical Access.......................................................................................5
Contractor Program Office (CPO) .....................................................................6
Networx Key Personnel .....................................................................................6
Service Assistance Methods...............................................................................7
Section 5: Products and Services.........................................................................9
Overview............................................................................................................9
Telecommunications Services .......................................................................9
Transport ...................................................................................................9
IP-Based ..................................................................................................10
Optical .....................................................................................................10
Management and Applications Services......................................................10
Security Services .........................................................................................10
Wireless Services.........................................................................................10
Product Service Level Agreements .............................................................11
Section 6: Qwest Control Networx Portal ........................................................12
Introduction to the Qwest Control Networx Portal ..........................................12
Description...................................................................................................12
Access..........................................................................................................12
Logging into the Qwest Control Networx Portal.........................................12
Homepage ....................................................................................................13
Training .......................................................................................................13
Administration .............................................................................................13
Organization ................................................................................................13
Modules...................................................................................................13
Applications ............................................................................................14
Menus ......................................................................................................14
Pages........................................................................................................14
Navigation ...................................................................................................14
Price Quote ..................................................................................................15
Ordering.......................................................................................................15
General Order Information ......................................................................16
Service Specific Information...................................................................16
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Copyright 2008 Qwest — All Rights Reserved

Contact Information ................................................................................16
Ordering Templates and Multiple Order Files.............................................16
Order Retention ...........................................................................................16
Order Tracking & Status..............................................................................16
Networx Order Notifications .......................................................................17
Installation Intervals & Expedites ...............................................................18
On Time Provisioning SLA is defined as: ...................................................18
Service Inventory..........................................................................................19
E-Billing.......................................................................................................19
Billing Dispute Process.................................................................................20
Billing Service Level Agreements...............................................................20
Billing Dispute Notifications.......................................................................21
Repair and Complaints ................................................................................21
Service Outage SLA ....................................................................................21
Time to Restore (TTR) SLA........................................................................21
Reports.........................................................................................................21
Data Dictionary............................................................................................22
Ad Hoc Reports ...........................................................................................23
Network Management and Monitoring Systems .........................................23
Section 7: Policy and Procedures ......................................................................24
Escalation Procedures for Problem Resolution................................................24
Fraud Prevention..........................................................................................24
Network Restrictions ...................................................................................25
Premises Safeguards ....................................................................................25
Establish Security Policies...........................................................................25
Evaluate Site Selection ................................................................................25
Conduct Risk Analysis ................................................................................25
Manage Access Control Systems.................................................................26
Coordinate Security Improvements to Qwest Properties.............................26
Section 8: Transition ..........................................................................................27
Transition Goals...............................................................................................27
Transition Strategy.......................................................................................28
Risk Management.........................................................................................29
Planning and Management............................................................................30
Qwest Roles and Responsibilities .................................................................30
Timeframes ..................................................................................................32
Ordering and Tracking through Transition ....................................................32
Transition Action Notice .............................................................................32
GO / NO-GO ...............................................................................................32
Service Order Completion Notification (SOCN).........................................32
Transition Reporting.....................................................................................32
Appendix A: Service Level Agreements (SLAs) ................................................34
Appendix B: Glossary .........................................................................................35
Appendix C: Frequently Asked Questions (FAQs).............................................39
Appendix D: Qwest's Provisioning Intervals ......................................................41
Appendix E: Qwest Control Networx Portal Notice Types & Status Codes ......42

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Section 1: Introduction
Purpose of the DAR Networx Training Guide
This Designated Agency Representative (DAR) Training Guide describes the Qwest services,
systems, and processes that are available under the Networx program.

This guide is organized into the following sections:

1. Introduction – The purpose and organization of this guide
2. The Networx Contract –This section reviews the goals for the Qwest Networx
Contract for the creation of the ‘one stop shop’ for all your informational and
Operational needs
3. Qwest Public Website – Accessing the Public Website and the Qwest Control
Networx Portal
4. Program Points of Contact – Defines the Program Management Office (PMO), and
the Customer Support Office (CSO)
5. Products and Services – Overview of the products and services included in
Qwest’s contract as well as where to find detailed product information
6. Qwest Control Networx Portal – Introduction to organization and navigation. This
section covers ordering, tracking, handling complaints and trouble tickets, billing
disputes, reports, and inventory management
7. Policies and Procedures – Review procedures for escalation of problem resolution,
fraud prevention, and premise security
8. Transition – Description of planning and management during transition from
incumbent carrier to Qwest and ordering, reporting, tracking, and timeframes through
transition

Appendix A – Service Level Agreements (SLAs)
Appendix B – Glossary
Appendix C – Frequently Asked Questions (FAQs)
Appendix D – Qwest Provisioning Intervals
Appendix E – Qwest Control Networx Portal Notices & Statuses

Access to the Training Guide
This guide is updated whenever there are changes to information contained within the material. GSA
and Agencies may request a copy of the guide through the Qwest Training Organization.

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Section 2: The Networx Contract
The Networx Contract
Qwest’s Networx Universal contract includes the following goals:
• Service Continuity – All services to all the locations currently provided on the FTS2001
and FTS2001 Crossover contracts are included in Qwest’s Networx contract.
• Highly Competitive Prices – Prices on Qwest’s Networx contract continue to be better
than prices available elsewhere in the telecommunications marketplace.
• High Quality Service – Qwest is a high quality telecommunications provider. Its contract
includes enforceable agreements ensuring high quality service delivered throughout the
term of the contract.
• Full Service Providers – Qwest is fully capable of providing a broad array of services.
• Alternative Sources – Qwest’s Networx contract represents a viable alternative source to
other service providers.
• Operations Support – Ordering, billing, and inventory management improved.
• Transition Assistance and Support – Qwest’s contract includes provisions that facilitate
transition coordination and support.
• Performance-Based Contracts – Qwest’s contract has multiple Service Level
Agreements (SLAs) for both products and performance. SLAs are an agreement that
Qwest will deliver a specified service or objective at a performance level that meets or
exceeds the agreed performance objectives for the service.

The Networx contract is a four-year base contract with three, two-year options for a total of up to
10 years. The Networx program consists of two parts — Universal and Enterprise — designed
to encourage competition.
• Networx Universal - Awarded March 29, 2007
Full range of services from Voice to Managed and Security Services
Qwest provides 39 services
Service continuity from FTS2001 and Crossover contracts
Requires national and international coverage
• Networx Enterprise - Awarded May 31, 2007
Requires nine IP, Managed and security services
Qwest offers 34 services
National coverage/ varying international coverage

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Section 3: Qwest Public Website
Access the Website

Website: www.gsanetworx.com.

Qwest offers a comprehensive set of resources for government agencies via the Qwest Networx
Public Website including Qwest’s redacted contract, and detailed product and service information.
The Qwest Public Networx Website can be accessed from any computer with Internet access and a
browser. The Website is formatted logically to ensure ease-of-use.

The Homepage includes links that provide current information on the Networx program services that
Qwest offers, as well as our operation and support systems, training, contract, operational and
administrative data, Frequently Asked Questions (FAQs), points-of-contact (POCs), and other
required contract information. Access to the Qwest Control Networx Portal, the Web-based
subscriber Website, is through the Webpage.

“Why Qwest for Networx?”

In the “Why Qwest for Networx” section of the Website homepage, users find useful links for the
Qwest Networx Contractor Program Office (CPO), pricing, and escalation information. Links provide
access to Qwest Network maps, the redacted contract, news, and other related sites.

Products and Services

Qwest provides comprehensive product and service information on the Website for GSA’s and the
agencies’ use in making decisions on which services to select. The decision-making toolset includes
product descriptions, and product white papers. Government personnel can use Qwest’s Networx
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and Website to do comparison-shopping of Qwest services versus those of other Networx providers.
Agencies are provided account management team information, and ordering contact information
(phone, fax, TDD and e-mail).

Training

Training information is available on Qwest’s Networx Website, including course descriptions, a
calendar with location information, and registration links. Agency personnel can review class
outlines, determine available dates, and register for classes through the Website. Additional training
is available on request.

Support Offerings

The “Support Offerings” tab includes contact information and links for the Contractor Program Office
(CPO), the Customer Support Office (CSO), escalation information, and the Account Management
Teams for each agency.

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Section 4: Networx Program Points-of-Contact
Customer Support Office (CSO)

Our Spirit of Service™ drives Qwest’s corporate commitment to deliver and maintain high levels of
customer satisfaction and quality. The Qwest Team maintains a Customer Support Office (CSO) to
deliver and maintain high levels of customer satisfaction and quality, the primary function of the CSO
is to provide GSA and the agencies a single point-of-contact (POC) for answers and assistance.

To Contact Qwest for GSA and agency support
• Call: 1-866-GSA-NETWorx (1-866-472-6389)
• FAX: 1-800-879-2804
• E-mail: federal@qwest.com
• TDD access: 1-888-900-9014

Customer Support Office Functions

Qwest’s Customer Support Office (CSO) is the GSA and agencies’ first point-of-contact for the
following items:

Customer Support
Product and Services
•
– Inquiries from government agencies regarding services available through the Qwest
Networx contract
Order placement
•
Billing inquiries and dispute status
•
Training Inquiries
•
– Information on available training
– Guidance and assistance with registration
Ordering & Order Status
•
General Inquiries
•
Administrative and operational procedures
•
User forum conference information
•
Escalations
•

Technical Support
Trouble Ticketing
•
– Escalates trouble tickets to Tier 2 or 3 subject matter experts (SMEs) as needed
Troubleshooting
•
– Resolves issues and complaints
– Initiates diagnostics and restoration of service

Technical Access
Feature Support
•
– Notifies the users of new services and features
Supports service ordering and tracking
•
Supports applications
•
Help Desk / Application Support
•
– Answers questions; advises users; assists contractors, technicians or agencies in the
timely resolution of issues

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Qwest GSA Account Management Teams are part of the CSO. They are dedicated to an agency or
sub-agency, providing comprehensive support for information pertaining to products, solutions, and
design engineering though transition, implementation, and maintenance. Account teams work with
the agencies to understand their specific requirements, implement services per their defined
schedules, and provide ongoing customer support. Our Account Management Teams interact
directly with the Qwest Contractor Program Office (CPO) and internal support organizations. Qwest’s
Account Management Teams have established relationships with their assigned agency and are well
versed in their agency’s mission objectives, enterprise architecture, budget priorities, and service
needs. The Account Managers have unfettered access to Qwest’s resources, tools, and information
needed to assist GSA and the agencies in making the best possible Networx decisions to meet their
mission objectives.

The Sales Engineer (SE) performs as the Account Management Team’s technical lead by providing
telecommunications consulting, analysis, and design of Qwest’s complex products for the
formulation of optimal customer solutions. The SE provides details network drawings and diagrams,
recommends Service Enabling Devices (SEDs), engineering, and access design options.

Contractor Program Office (CPO)
The Qwest Networx Contractor Program Office (CPO) is fully dedicated to GSA and the agencies
and serves as the primary coordination point and control for the Networx program. The CPO is
responsible for the following:

Manage the Networx program – Manages all elements of the
•
Networx program (scope, schedule, and cost constraints)
Ensure the Smooth Transition & Implementation – Manages network management
•
functions (program design engineering, usage, optimization, and maintenance); ensures
and enables the program culture
Manage Escalations, Issues & Results – Manages risks and oversees escalation and
•
resolution of issues; communicates and collaborates with GSA and the agencies
• Communicates and partners with GSA and the agencies
Deliver Status Reports & Results – Delivers status reports and results to GSA and the
•
agencies
Support Disaster Recovery Planning & Execution – Ensures that Qwest represents
•
and performs in GSA’s and the agencies’ best interests

Networx Key Personnel
Qwest has highly qualified Subject Matter Experts (SMEs) from throughout the company for Networx
key personnel positions. The Qwest CPO, built on the strengths and core competencies of each key
personnel member, collectively brings individualized expertise as industry-leading, Next Generation
technology service providers. Qwest’s key personnel have the capability, authority, and
accountability needed to ensure that the highest service standards are delivered to all agencies.

Program Director
Provides the overall direction and daily management of the Networx program for Qwest
through the application of support tools and industry best practices

Deputy Program Director
• Directs Information Technology and applicable business groups in development,
maintenance, and system administration for all Qwest Networx systems
• Responsible for contract deliverables
• Assists the Program Director in administration and overall management of the
Networx program

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Billing Manager
• Manages the billing processes
• Validates billing data
• Provides adjustments for directs billing, centralized billing, and shared tenant
arrangements

Contracts Manager
• Monitors all network activities through reports and audits to ensure contract
compliance
• Serves as the official Qwest representative for contract reference, interpretation,
and guidance to the Qwest CPO
• Reviews and obtains approvals for all contract modifications

Network Manager
• Serves as key representative to GSA on network management matters including
capabilities, performance, and reporting
• Manages network operations centers and network change management
• Resolves escalations and is responsible for the root cause analysis of data
included in the Trouble Management Performance Summary Report

Security Manager
• Provides oversight of Qwest network architecture and services to ensure
compliance with security standards, policies, and procedures
• Manages Security Plan, produces the Risk Assessment report, implements
security risk measures and information assurance policies, and provides advice
for on-going security refreshments

Service Ordering Manager
• Ensures the complete life cycle of service ordering from receipt of order, required
acknowledgements, provisioning, acceptance, and posting of data elements into
the Inventory Management system

Training Manager
• Develops and delivers training, registers participants, and delivers all individually
tailored training for Executives, DARs, and Network Operations throughout the life
of the contract

Transition Project Manager
• Manages all aspects of transition, including: transition schedule, customer
dependencies, cross-team coordination, transition risks, transition resources, SLA
tracking, and reporting related to transition

Customer Support Manager
• Provides customer complaint resolution, service management, escalation
handling, customer satisfaction survey analysis, and risk and issue management

Service Assistance Methods
Centralized assistance for GSA and agencies is provided through Qwest’s Customer Support Office
anytime (24 x 7 x 365) at 1-866-GSA-NETWorx (1-866-472-6389).

References such as product and service information, our redacted contract, Account Management
Teams and other team member contacts, escalation procedures, training information, and
registration are all available through the Qwest Networx Public Website (www.gsanetworx.com).
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Answers to questions about the Qwest Control Networx Portal, the subscriber Website, are provided
using:

1-866-GSA-NETWorx (1-866-472-6389)
•
• Qwest Control Networx Helpdesk E-mail
Portal Documentation Files accessible from a “HELP” link in the upper right corner of
•
most Qwest Control Networx Portal pages
“Request for Assistance” links on Ordering and Pricing pages
•
Portal Job Aids and demonstration videos are available through the Homepage. Click
•
the Documentation and Training link to “Web-based training”

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Section 5: Products and Services
Overview
Qwest’s Networx contract includes a comprehensive suite of services, including services that
anticipate the future needs of our customers. Today, a government agency’s services may be on a
wide variety of networks. Qwest’s converged network platform supports an “any access” approach to
a set of converged network services.

Qwest has created an architecture that supports, with effective Quality of Service (QoS)
mechanisms, a full spectrum of access alternatives, including traditional Time Division Multiplexed
(TDM)-based integrated access, Asynchronous Transfer Mode (ATM) and Frame Relay (FR) virtual
circuits, and IP-based access convergence to our data and voice services. This is the “any access”
approach.

Based on a private Multi-Protocol Label Switching (MPLS) core, Qwest’s architecture already
supports all of our IP-based services, including a significant percentage of our legacy Inter-Exchange
Carrier (IXC) voice traffic, and integrated with our ATM and FR network, creating one environment
for data, voice, and Voice over IP (VoIP) services. With a network based on leading-edge MPLS
technology, new services can be added in a modular fashion at the edge. Each of these services
inherits the security reliability, and other features of Qwest’s core network.

Qwest fully expects to continue an evolution towards convergence of VoIP and legacy TDM
platforms to provide fully integrated solutions. A full spectrum of VoIP services, providing local and
long-distance services, is being fully converged with other services; including our Private MPLS
network services and network-based firewall access to the Internet.

Qwest provides 39 services to GSA and the agencies under the Networx contract, reflecting the
move to convergence and integration. These services are categorized as:

Telecommunications Services
•
Management and Applications Services
•
Security Services
•
Wireless Services
•

Telecommunications Services

Telecommunications services are used to satisfy agency requirements for the secure transport of
communications (e.g. voice, video, and data). Products and services included in this category are:

Transport
Voice Services (VS)
•
Toll Free Service (TFS)
•
Circuit Switched Data Service (CSDS)
•
Combined Services (CS)
•
Private Line Service (PLS)
•
Frame Relay Service (FRS)
•
Asynchronous Transfer Mode Service (ATMS)
•
Ethernet Service (ETHS)
•

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IP-Based
Network-Based Internet Protocol Virtual Private Network Service
•
(NBIP-VPN)
Voice over Internet Protocol Transport Service (VoiPTS)
•
Internet Protocol Service (IPS)
•
Premises-Based Internet Protocol Virtual Private Network Service
•
(PBIP-VPNS)
Content Delivery Network Service (CDNS)
•
Converged Internet Protocol Service (CIPS)
•
Internet Protocol Telephony Service (IPTelS)
•
Layer 2 Virtual Private Network Service (L2VPNS)
•

Optical
Synchronous Optical Network Service (SONETS)
•
Optical Wavelength Service (OWS)
•
Dark Fiber Service (DFS)
•

Management and Applications Services
Management and Applications Services address the agency’s need for services that are directly
associated with, and add value to, the delivery of telecommunications services and solutions. These
include:

Video Teleconferencing Service (VTS)
•
Managed Network Services (MNS)
•
Customer Specific Design and Engineering Service (CSDES)
•
Audio Conferencing Service (ACS)
•
TeleWorking Services (TWS)
•
Call Center/Customer Contact Center Service
•
Web Conferencing Service (WCS)
•
Dedicating Hosting Service (DHS)
•
Collocated Hosting Service (CHS)
•
Storage Service (SS)
•

Security Services
Security solutions and management services include:

Managed Firewall Service (MFS)
•
Intrusion Detection and Prevention Service (IDPS)
•
Managed Tiered Security Service (MTSS)
•
Anti-Virus Management Service (AVMS)
•
Managed E-Authentication Service (MEAS)
•
Vulnerability Scanning Service (VSS)
•
Incident Response Service (INRS)
•
Secure Managed E-mail Service (SMEMS)
•

Wireless Services
Cellular/PCS Service (CPCS)
•
Multimode Wireless LAN Service (MWLANS)
•

Detailed specific product information is available through the Public Website at
www.gsanetworx.com Product Tab and/or Redacted Contract → Universal or Enterprise → Volume
1→ By Product Name.

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Product Service Level Agreements

Service Level Agreements (SLAs) are in place to ensure high performance and quality levels. This is
an agreement that the Qwest will deliver a specified service at a performance level that meets or
exceeds the agreed performance objectives for the service. The SLA also specifies the
measurement approach and the type and amount of credits that the government is entitled to receive
if the performance level could not be met. All products have “service-specific” SLAs.

Examples of Product SLAs are:
• Availability
• BER (Bit Error Rate)
• GoS (Grade of Service)
• Jitter
• Latency
• Response Time
• Notifications, outage notifications, incident reporting (for Security Services)

Examples of Targets:
• Availability: > 99.5 to 99.999%
• BER (Bit Error Rate): < 10-13
• GoS (Grade of Service): Varies
• Jitter: < 10 ms
• Latency: < 100 ms
• Response Time: 30 minutes to 24 hours
• Notifications: 30 minutes to 24 hours

Detailed specific product SLA information is available through the Public Website at
www.gsanetworx.com Redacted Contract→ Universal or Enterprise→ Volume 1
Technical→ By Product Name.

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Section 6: Qwest Control Networx Portal
Introduction to the Qwest Control Networx Portal
Description
The Qwest Control Networx Portal provides “one-stop shopping” access to service life cycle events,
from price quotes to service acceptance, continuing through repair to service performance
management.

The Qwest Control Networx Portal is easy to navigate to find the desired information with simple
point-and-click menus. In addition, the reporting tool used on the Qwest Control Networx Portal,
Actuate e-Reporting, is flexible, reliable, and secure.

The following tasks are performed in the Qwest Control Networx Portal:
• Manage user creation and authorization
• Create reliable service price quotes
• Place orders and track order status
• Update or cancel uncompleted orders
• Expedite order processing
• Upload order files for bulk or multiple orders
• Review, pay, or dispute billing
• Monitor network health
• Initiate and manage trouble/complaint ticketing
• View and verify inventory
• View, filter, and sort required reports
• Perform ad hoc reporting against the Networx billing and inventory database

Access
To access the Qwest Control Networx Portal, the user is required to have an account username and
password and a browser connected to the Internet. No other client software is necessary. The Qwest
Control Networx Portal secure access is through the Qwest Networx Public Website
(www.gsanetworx.com).

Logging into the Qwest Control Networx Portal

Logging into the Qwest Control Networx Portal is quite simple. Access the login
screen at the Qwest Networx Public Website using the following link:
www.gsanetworx.com.

At the first login screen, enter the User ID and password assigned by

1. From the Login screen, enter the User ID
2. Enter the Password
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3. Click the “Log In” button

If you are authorized, but are experiencing trouble logging in, you may:

Send an e-mail to the CSO using the e-mail link on the Login Page
•
Call the CSO at 1-866-427-6389. Select option 5, and then option 1
•

Homepage

After successfully logging into the Qwest Control Networx Portal, the first screen displayed is the
“Home” screen. Announcements, policies, service- affecting fault notifications, help, and feedback
links are found on the opening Home page. From this page, you can navigate to other functions via
Function links for Ordering, Services, eBilling, Repair, Reports, and Administration.

Training

Portal Job Aids and demonstration videos are available through the Home page. Click the
Documentation and Training link to “Web Based Training.”

Administration

Profiles based on government-provided data and authorizations for each user determine access
privileges to the Qwest Control Networx Portal for ordering, fault management, performance data,
transition status reports, billing, and other applications. These profiles determine what functions a
user may be able to access for their AHCs. GSA or DAR Administrators determine the level of
access for each employee within the Qwest Control Networx Portal, The screens you have access to
will depend on your authorization level and may not include every function or all products. Users can
update, enable, and disable end users at any time. Examples of Access levels are:

Administrative rights to grant permission to other users
•
Create, submit and status orders
•
Create, submit and status trouble (repair) tickets
•
Create, submit and status complaints
•
Create, submit and status bill disputes
•
Create and view reports
•
Pay bills
•
View and manage inventory
•
View access to all the functional areas including statuses
•

Portal users are established after Qwest is selected as a service provider. After the initial user
establishment, GSA or agency DAR Administrators will be able to perform administrative functions in
the Qwest Control Networx Portal or request the CSO assistance with them.

Organization

The Qwest Control Networx Portal is organized into the following logical groupings:

Modules are the highest level of organization within the system. Each module represents a
general grouping of applications for a specific purpose, such as Ordering, Services, eBilling, or
Repair. The modules you can access appear at the top of every page in the dark blue tab.

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Applications are independent applications within each module. For example, within the eBilling
module, there are three applications: View eBill, Bill Dispute, and File Reports. When you select a
module from the upper (dark blue) navigation bar, the applications associated with that module
appear in the lower (light blue) navigation bar.

Menus organize the screens within each application into logical groupings. When you select an
application, its associated menu appears beneath the application name. Menus may have more than
one screen associated with them. In such cases, moving the mouse over a menu item causes a list
of its screens to appear. Clicking a menu name takes you to the first screen associated with that
menu.

Pages are the lowest level of organization in the system. Pages allow you to access the
information you need and quot;drill downquot; to see details. You can use pages to enter the information
necessary to manage and configure your service components, work with eBills, generate reports,
and create trouble / repair / complaint tickets.

Navigation

While the Qwest Control Networx Portal functions can be accessed using a mouse to “point-and-
click,” the system has been designed so that you can navigate the GUI (Graphic User Interface)
using only your keyboard. The list below briefly describes the keys you can use:

Tab - Pressing the Tab key shifts the focus (i.e. highlights) from item to item on the current
page. When you have an item highlighted, the Enter key or Spacebar will select that item.
This works just like a mouse click, so you can navigate Networx effectively without using a
mouse.
Ctrl-Shift-B - This combination of keys sets the focus of the page to the “Logout” link in the
uppermost navigation banner.
Ctrl-Shift-H - This combination of keys sets the focus of the page to the “Home” item in the
top horizontal navigation bar.
Ctrl-Shift-V - This combination of keys sets the focus of the page to the first item in the
current module's menu bar.
Ctrl-Shift-F - This combination of keys sets the focus of the page to the page footer.
Ctrl-Shift-C - This combination of keys sets the focus of the page to the primary element of
the page body.
.
In addition, the portal uses several indicators:

* Indicates a required field entry.
X Indicates incomplete or invalid information.
√ Indicates complete and/or validated information.
Hint: When entering data click outside the field for processing.

Selecting the “HELP” link on a screen will take you to documentation about that screen and the
functions available from it. For example, selecting HELP from the Ordering Tab/Product Catalog
takes you to a description of the Product Catalog with links to job aids for Create a Quote, Create an
Order, Download the Ordering Template and Upload an order file.

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Each page has a link for “Request Assistance” button. This will generate an e-mail request to the
Customer Support Office for assistance in resolving problems, for example adding a new location for a
service request. You may choose to call the CSO at 1-866-427-6389, select option 5, and then option
1 for assistance.

Price Quote

Price Quotes are obtained in several ways:

1. Qwest Control Networx Portal (available only to Qwest Networx users)
2. GSA Networx Pricer (available to public)
3. GSA Networx 10 Year Pricer (available only to agencies)
4. By contacting Qwest Account Managers or via Task Orders

Price quotes created in the Qwest Control Networx Portal pull information from the same database of
Contract Line Identification Numbers (CLINs), Product Build and Rate sets as ordering, billing, and
inventory systems to ensure consistency. The portal presents screens to the user in a product-
specific wizard-driven format to insure the service is configured correctly. When sufficient information
to price the service is entered, a quote is created.

Many services are priced immediately on line. If a quote includes elements priced on an Individual
Case Basis (ICB) users have the option to submit the request for pricing. A notification is sent once
the pricing process is concluded.

Many products require accurate location information for pricing. The Qwest Control Networx Portal
validates network site codes and addresses with both the USPS and Telcordia CLONES database. If
no exact match is found, near matches are suggested.

Price Quotes may be saved and recalled later to be reconfigured and re-priced. A quote is valid for
the contract year in which it is created. The quote can be downloaded for reference. If desired, the
saved price quote may be “promoted” into an order and submitted for fulfillment.

Ordering

All Networx orders will be placed in the Qwest Control Networx Portal. For simple orders, an agency
representative may choose to place the order in the portal themselves. For complex orders or users
who choose not to order online, the CSO will provide assistance. Qwest’s sales and engineering
account team will define, validate, and submit a technical solution to the agency for more complex
configuration inquiries. After reviewing the proposed solution, the agency can issue its request for
service via Qwest Control Networx Portal, telephone, fax or e-mail.

Qwest ensures that all orders accepted (whether through Qwest Control Networx Portal or by other
means) come only from an authorized DAR or contracting officer. The service ordering and
provisioning process also applies to sensitive but unclassified, classified, domestic and non-domestic
data transport services. Qwest personnel having the appropriate government clearances to perform
these functions process classified orders within Qwest’s controlled area.

The Qwest Control Networx Portal will validate information provided by the order originator to insure
accurate service establishment. Some user/agency information will be retained in the portal and will
be added to each order automatically. Orders require the following information:

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General Order Information
Agency Hierarchy Code
•
Centralized or Direct Billing
•
Customer Account Number
•
Purchase Order Number and/or Agency Request Number (if required by
•
your agency)
Desired Due Date (See Appendix D for Networx Intervals)
•

Service Specific Information
Location addresses
•
The Qwest Control Networx Portal validates addresses with both the USPS and Telcordia
CLONES database to determine Network Site Codes (first 8 characters of a Common
Language Location Identifier (CLLI) code). If no exact match can be found, near matches
are suggested
Valid Service Configuration
•
Valid Service Options
•

Contact Information
Main Contact – the individual originating the order request.
•
Notification Contact
•
Originating Location Government Contact (OLGC)
•
Terminating Location Government Contact (TLGC)
•
Billing contacts – are established when the billing account is established.
•
Technical Contacts – as needed.
•
Proactive Notification Contact –a location contact required for repair and troubleshooting
•
purposes.

Ordering Templates and Multiple Order Files

Qwest Control Networx Portal provides an online ordering template with required service specific
information for individual and bulk orders (MOF-Multiple Order Files) with instructions for completion
and submission.

Order Retention
Qwest maintains and retains all data types, including electronic mail and adjustment data, hard copy,
letters, memoranda, ordering data and other data pertaining to the ordering of contract services
during the life of Qwest’s contract and for 10 years from contract termination or expiration.

Order Tracking & Status

The Qwest Control Networx Portal stores all ordering and acknowledgement data online. This allows
agency end users to search, filter, and download data elements related to their ordering activities.
Qwest Control Networx Portal also provides a search menu so that end users can find their specific
orders quickly. For example, Qwest Control Networx Portal has functionality to allow end users to
search and filter by request ID, addresses, status, order date, transition project number and/or
purchase order number.

Through the Qwest Control Networx Portal, authorized users access a comprehensive and precise
inventory of all Qwest Networx services provided to GSA and the agencies. Through this interface,
the government can use inventory data to make queries, perform periodic downloads as needed for
audits and billing verification, as well as other government program management purposes. Move,
Add, Change and Delete requests are originated from Service Inventory items.
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After a service is ordered in the Qwest Control Networx Portal, a unique database sequence is
created and assigned a “Service Instance” identifier. The Unique Billing Identifier (UBI) is created
during the order and stays constant throughout the life of the service. It flows from ordering through
inventory to billing, providing referential integrity throughout these Qwest systems. Qwest uses a
smart key (Service Instance ID) to insulate the UBI from any changes to underlying data elements.
For example, if an Automatic Number Identification (ANI or telephone number) was used as the
Service Instance ID and later the area code changes, the historical continuity of the identification is
lost. In contrast, Qwest’s UBI would have stayed the same.

The Qwest Control Networx Portal has the ability to list all inventory items including Service Enabling
Devices (SEDs) by service type. This includes all network ports, circuit identification data, Unique
Billing Identifier (UBI), and telephone numbers.

Networx Order Notifications

When Qwest receives an order in the Qwest Control Networx Portal, notifications are sent to the
order originator at various service delivery process stages.

Order Receipt Acknowledgement (ORA)
When Qwest receives an order in the Qwest Control Networx Portal, an Order Receipt
Acknowledgement (ORA) is generated within 24 hours and sent to the agency via e-mail or
the agency-specified media for acknowledgement.
Portal Status Code: R

Order Rejection Notification (ORN)
Qwest cannot process the order and we are rejecting back to the agency. Qwest will contact
the agency one business day after determining the order is invalid. If the agency does not
respond in five business days, a rejection can be sent.
Portal Status Code: J

Service Order Confirmation (SOC)
The Qwest CSO validates the service order and, unless there is an error with the order,
Qwest delivers the Service Order Confirmation (SOC) to the agency within 5 business days.
The SOC contains the order number(s) used to track the service as it is being provisioned.
This will include order details: Network Inventory Code, Unique Billing Identifiers, and
Contract Line Identification Numbers (CLINS) associated with the service request item.
Portal Status Code: C

Firm Order Commitment Notice (FOCN)
Qwest service has committed to a service delivery date. This is dependent on service type
and configuration and may require a firm order commitment from a local loop provider if
Qwest is to order access.
Portal Status Code: P

Service Order Completion Notification (SOCN)
Qwest has completed the service order and is ready to turn the service over to the
customer. The SOCN is sent within 24 hours of order completion. The SOCN contains
Network Inventory Codes, Unique Billing Identifiers, Circuit IDs and every CLIN associated
with the service. The data elements for required to verify the correct CLIN has been used
are included whether the CLIN is priced, the price is zero or the item is not separately priced
(NSP). The SOCN closure initiates two processes:

1. Notification to the agency that Qwest has completed the provisioning of the service
ordered.
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2. Initiation of a three business day window in which the agency must decide to accept or
reject the service, based upon their performance testing. If rejected a Trouble Ticket is
opened.
Portal Status Code: I

After Order Acceptance

The service order is completed, accepted by the end user and billing has begun.
Portal Status Code: A

Installation Intervals & Expedites

Routine orders and Class B expedited orders with originating and terminating SWCs (Serving
Wire Centers) that are in the Continental United States (CONUS) are completed within the
provisioning intervals defined in Appendix D. The provisioning interval for orders is measured in
calendar days from the service order confirmation date to the completion date.

For orders for which a provisioning interval is not defined, including services with originating or
terminating SWCs that are either US states and territories outside the Continental US (OCONUS)
or Non-Domestic (International), the completion date will be less than or equal to the firm order
commitment date on the Firm Order Commitment Notice.

Class A expedited service is implemented when the ordering agency requires priority
provisioning for National Security / Emergency
Preparedness (NS / EP) circumstances or other circumstances in which the
Telecommunications Service Priority (TSP) system is invoked. This process is in place today.

If the request is a Class B expedite, there is an expedite fee. If Qwest does not meet the
expedited service provisioning interval as outlined in Appendix D, we do not charge the expedite
fee. We will charge the fee if the customer cancels an expedite order after we send SOC (Service
Order Confirmation) at the beginning of the provisioning process. See the Order Notification
section below for additional information on notifications.

Detailed specific installation interval information is available through the Public Website at
www.gsanetworx.com in the Redacted Contract→ Universal or Enterprise→ Volume 2
Management→ Service Ordering→ 3.9.8.1 &2.

On Time Provisioning SLA is defined as:
Complete the order within the provisioning intervals (See Appendix D)
•
When the above does not apply the performance objective defined by Firm Order
•
Completion (FOC). For project orders, performance objective is based on the baseline
completion dates in the Service Delivery Plan or the Transition Project Specific Plan.

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Service Inventory

The Services tab Inventory Summary screen provides a list of Product and Service
Components. New services are added to the inventory within 24 hours of government acceptance
of the Service Order Completion Notification (SOCN). Here you can filter the Inventory Summary
List by location, Agency Hierarchy Code, Service type, Dates and other options to create
downloadable customized lists. The Inventory Management tab can be used to Initiate Move,
Add, Change and Delete orders, Repair tickets and view details for individual services.

The Service Details page for each service instance includes status, Circuit IDs, Network Codes,
Locations, Service Configurations, Billing CLINs and associated prices, and last order activity.

Inventory Snapshot Reports are created each month as of the date the invoices are created
and can be used for reconciliation purposes. These inventory records will be archived after three
months.

The Provisional Inventory screen allows access to information for services that have been
installed but not accepted by the government.

The Network Maps for selected products show specific services, status and links to repair
information In the Services tab.

Managed Network Services reports and status information can be accessed through this section
of the portal.

E-Billing

Qwest’s billing system provides authorized GSA and agency users with quick, secure access to
current billing data through a choice of Qwest Control Networx Portal or a toll-free call to the Qwest
Customer Support Center. The eBill Manager in the portal allows authorized agency users to view
current invoices as well as invoices from the previous 18 months. These electronic invoices contain
the same information as paper invoices. Authorized agency users can also utilize eBill Manager™ in
the portal to create, submit, and review billing inquiries or disputes, as well as to download billing
data, and review billing reports.

The billing platform has a flexible billing format to provide invoice detail as a Single Detail billing file,
Invoice File, Dispute File. Adjustment File or Paper invoice in the formats such as Actuate, Word,
Excel, ASCII, e-mail, CSV, or any other format as required.

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Billing Dispute Process

Qwest employs a rigorous pre-invoice audit process to ensure that its invoices are accurate. Qwest’s
pre-invoice auditing process reduces agencies’ billing management costs by proactively identifying
and removing potential billing errors before invoice issuance, thus preventing government costs
associated with billing dispute and resolution processes.

If an agency has a billing question or identifies a billing error, a bill inquiry request is submitted via
phone, E-mail, fax, CD-ROM, DVD-ROM, and file server. The Qwest Control Networx Portal enables
an agency to enter new disputes and to view, track, download or print existing disputes that apply to
that agency only.

Customer Support Office representatives manage all billing questions and disputes. Within one day
of submission of the billing inquiry or dispute, a receipt acknowledgement (including a unique
identifier used to track the inquiry through resolution) is provided to the originator of the dispute, and
within three business days of resolution, the originator receives a resolution confirmation.

Qwest will resolve all adjustments of $15,000 and less within 30 days of submission. Adjustments
greater than $15,000 will be resolved within 60 days of submission.

In addition, Qwest maintains a monthly contractor dispute file that details all disputes opened during
the month, all resolved disputes, and the remaining open disputes. Qwest will send this file in various
formats, including CD- ROM, DVD-ROM, file server, and E-mail server, as well as through our
secure Qwest Control Networx Portal (as mutually agreed-upon by Qwest and GSA).

Billing Service Level Agreements

Service Level Agreements are in place for:
• Billing Files Error Free
• SOCN (Service Order Completion Notification) is sent for each order
• Detail Billing File is consistent with SOCN
• Correct Price
• No duplicate Detail Billing File Records
• No Detail Billing File record charges over 90 calendar days after service rendered

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Billing Dispute Notifications

Dispute Receipt Acknowledgement –
When a dispute is opened in the portal, receipt notification is sent by e-mail to the
originator within 24 hours.

Dispute Resolution Confirmation –
Resolution confirmation is sent by E-mail within three days after the dispute is closed.

Repair and Complaints

GSA and agencies may submit trouble and complaint issues through various means, including 1-
866-GSA-NETWorx (1-866-472-6389), Qwest Control Networx Portal (www.gsanetworx.com), e-
mail, and fax. Trouble tickets are also generated when the Qwest monitoring systems alarm and
generate a trouble ticket.

Electronic notifications are sent to the agency’s Point-of-Contact (POC) as changes occur and status
information will be available 24 x 7 x 365 in the Qwest Control Networx Portal and through the CSO.

For an open Telecommunications Service Priority (TSP) trouble report, the Qwest CSO supplies
updates, unless otherwise requested, to status every hour

For non-TSP, the CSO provides status updates every two hours.

Agencies can review at any time, through the portal or by contacting the CSO, a complete history of
a trouble or complaint. The history includes the time reported, the agency that reported it, the service
affected, the service’s Unique Billing Identifier (UBI), the root cause of the problem, the resolution
action, the time it was resolved, and the time the record was closed out.

The Qwest Control Networx Portal also allows Networx customers to query, sort and download
trouble and complaint records by any specified field. Qwest maintains an archive of Repair reports,
as required, in the Report module.

Service Outage SLA is:

The performance objective is that there shall be no loss of service availability (outside of
•
scheduled maintenance agreed to by the customer) during the calendar month.

Time to Restore (TTR) SLA is:
• Four hours or less without a dispatch
• Eight hours or less with a dispatch

Reports

Qwest’s globally accessible Qwest Control Networx Portal provides updated reports pertinent to the
Networx program. Using easy navigation, the Reports tab provides numerous categories from which
to choose report generation. In addition, all of the reports and billing files feature search capabilities,
Table of Contents, and/or ad hoc functionality. Automatic reporting tools allow the user to discover
trends using filters, sorting and grouping of queried data to produce custom-formatted data available
via a variety of delivery methods.

Reports may be formatted in CSV, ASCII Text Tab delimited, ASCII Text Fixed Record, XML,
Microsoft Access 2002, Microsoft Excel 2002 or other mutually agreed formats.

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Report media options include paper, CD-ROM, DVD-ROM, Magnetic Tape, File Server, and e-mail.

The following standard reports are among those available:

Administrative Transition Reporting
• •
Networx Subscriber Website Transition Inventory Data
•
List of Authorized Users Weekly Transition Planning
• User Forum Issue Report Report
• •
Candidate Locations Weekly Transition Execution
Optimization Report Report
Ordering Performance Inventory Reporting
• •
New/Prospective Business Inventory Ad Hoc
•
Information List Monthly Inventory
• Management Systems Report
New Orders Information List
• Order Processing
Performance Report
Billing/Finance Reports Network Performance
• •
Direct Billed Agency Report Product Specific Performance
• Reports
Direct & Centralized A/R
•
Aging Delinquency Report Agency Specific SLA Monthly
• Compliance Report
GMS Fee Reconciliation
•
Report Trouble Management
• Summary Report
Semi Annual Tax Report
•
• Trouble Management Incident
Contractor Open Disputes
Performance Report
Report
•
• Data Traffic Report
Billing Dispute Ad Hoc
•
• Data Traffic & Usage Ad Hoc
Monthly Financial Status
Report
Report

Data Dictionary

Qwest’s Data Dictionary Packages consist of a Data Dictionary for each product, billing, and ordering
files. The Data Dictionaries describe how the government's logical file and data elements map to
Qwest has required file and its elements. They include sample data for each required file, a mapping
specification for each of the government's logical files and their data elements, instructions for
changes, and additional descriptive information. The Packages also identify the format of each
element and a translation of all code values for all data elements.

All codes reflect the current lists of values that may change because of contract modifications. At the
time of a government-originated potential contract change, Qwest determines the impact on such
data elements as the Networx Inventory Code or Qwest-generated fields as the Unique Billing
Identifier (UBI). If specific values or coding schemes are added or changed, they are reflected in the
generation of the updated dictionary and sample test files.

Updated Data Dictionary Packages and associated sample files are delivered to the government’s
contracting office for review and comment. Data Dictionaries will be available to authorized users in
the Qwest Control Networx Portal. In addition, historical billing information is posted to the Qwest
Control Networx Portal.

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Ad Hoc Reports
The Ad Hoc Reporting tool is a user-friendly, flexible feature in the Qwest Control Networx Portal.
The tool enables the agency user to select customer accounts, service ordering, billing, inventory,
and other data by choosing a set of fields from which to design reports. Using the Qwest Control
Networx Portal, agencies are able to select, sort and filter data. Reports can be generated in
Microsoft Excel, Adobe Acrobat (PDF), and CSV. Agencies may also save these ad hoc reports as
templates so new data is easily run against the templates without having to create the same ad hoc
job each month.

Network Management and Monitoring Systems

The Qwest Control Networx Portal provides configuration management and fault management
information that combine to track performance metrics. Monitoring and management capabilities are
available through the Qwest Control Networx Portal or through secure protocols from our servers to
the agency if the agency requests this.

Configuration Management
The Qwest Control Networx Portal provides network configuration information.

Fault Management
The Qwest Control Networx Portal provides network fault information. Capabilities will
include:
• Real-Time Access. Networx customers can obtain the latest information regarding
network faults
.
• Policies and Contact Information. Both government and internal escalation
policies and contact information are developed through the CPO and available via
Qwest Control Networx Portal.

• Notification and Status Updates. Qwest will notify the GSA and affected agencies
of faults, restoration updates, and impacting level. Trouble tickets that reflect outages
on the Qwest network switches or facilities, or isolations from full service, are included
in the Qwest Control Networx Portal. Qwest will provide status updates that describe
activities taken to restore service in Qwest Control Networx Portal. Included in the
trouble tickets are any issues or concerns about catastrophic events; e.g. fire in a
transport site or any service-affecting concerns that may be from a Qwest teaming
partner or vendor.

• Estimated Time to Repair. Estimated time to repair is provided when possible along
with whether the circuit is TSP or non-TSP. This information is posted on the trouble
ticket(s) within the Qwest Control Networx Portal.

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Section 7: Policy and Procedures
Escalation Procedures for Problem Resolution
Qwest places a high priority on the timeliness and quality of our repair process. We are committed to
achieving the GSA Repair SLAs of four hours for non-dispatched issues and eight hours for issues
requiring dispatched technicians. If, however, unexpected events occur, then our employees work
with the government customer to resolve the issue in a timely manner.

Qwest will also initiate internal escalation processes whenever our service response is not meeting
our contract commitments. We will keep the agency customer fully apprised of the status until the
problem is resolved.

Additionally, at any time, GSA and agency customers can check the progress of their trouble report
or complaint through the Qwest Control Networx Portal or CSO using the trouble ticket identifier, and
may choose to escalate the problem to a higher-level manager on the Qwest Team. To facilitate this,
Qwest provides the contact names of all Account Management Team members, as well as
Escalation POC lists, through the Qwest Public Website (www.gsanetworx.com). Agencies can use
the external escalation process summarized below to resolve issues.

• Initial Report
Agency support specialists obtain all pertinent information and open a complaint reference
tracking number. Most issues are corrected to the agency’s satisfaction at this level

• First Level Escalation – CSO Manager
If the initial report of the problem has not achieved resolution or customer satisfaction, the
agency may choose to escalate to the CSO manager for updates or to request expedited
assistance

• Second Level Escalation – Deputy Program Manager
The agency may enlist the involvement of the Deputy Program Director who may initiate
analysis. Internal escalations may be involved with continual status reporting to the
customer

• Third Level Escalation – Program Director
Escalations can be made directly to the Program Director, who will ensure that program
management staff and support personnel are fully briefed and action plans are in place

• Fourth Level Escalation – Senior Vice President
The agency may choose to contact the Senior Vice President (SVP) of Qwest
Government Services now. Our executive management team is fully committed to
resolving all complaints to the customer’s satisfaction

• Fifth Level Escalation – Executive Vice President
Qwest’s Executive Vice President becomes involved in resolution of the reported
customer concern, bringing all possible support to immediate resolution of the complaint

Fraud Prevention

7 x 24 x 365 Fraud Operational Center

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Qwest operates a 24 x 7 x 365 fraud operational center staffed with analysts trained to detect
suspected fraud or abuse on services interconnected to Qwest facilities. Our fraud services include
continuous real time call analysis based on unique rules and thresholds designed to identify fraud or
abuse. Qwest’s fraud systems offer analysis for international, Caribbean, toll-free, domestic, call
suspense, and unbilled toll activity to identify and review with GSA and agencies possible usage
anomalies or trends that may indicate fraud or abuse requiring action by GSA or the agency. For
example, GSA or the agency may need to make necessary changes or corrections within their
premises equipment to safeguard them. Qwest collaborates with GSA and the agencies, working to
implement necessary network solutions that will address any fraud exposure.

The Qwest Fraud Management Program regularly assesses current strategies, fraud system
performance, and prevention solutions related to fraudulent trends. We do this not only on the Qwest
network, but also on those around the industry that will us to implement potential safeguards to
minimize fraud exposure to Qwest customers.

Qwest’s state-of-the-art fraud system is continually updated and enhanced to remain efficient and
effective in fraud detection. The Qwest fraud management team, as necessary, can rapidly change
key thresholds within the system parameters to account for potential emerging threats or trends. Any
changes are instantly integrated and call analysis of the new thresholds start immediately.

“High Risk” Calling Patterns
Qwest’s fraud systems focus is on obvious “high risk” calling patterns and abnormal usage trends
that may indicate suspected fraud or abuse. As part of our fraud system, Qwest segregates out
international, Caribbean, toll-free, domestic, and unbilled toll. In addition to real time calling analysis,
it reviews daily amounts of calls and minutes that establish a customer’s historical profile. When
there is a significant variance in the normalized traffic for that customer, Qwest will work with that
customer to advise and/or resolve the issue.

Network Restrictions
Qwest may also implement necessary network restrictions involving know fraud entities without
affecting customers. These preventative steps are implemented to protect Qwest customers against
abuse.

Premises Safeguards

Establish Security Policies
Qwest’s Physical Security group establishes security policies, manages access control
systems, and coordinates security improvements to Qwest properties.

Evaluate Site Selection
Physical Security evaluates each prospective facility site and completes a site survey in
order to assist real estate and construction in site selection. The site survey focuses on the
types and levels of potential threats, the criticality of the site, and other factors that impact
security.

Conduct Risk Analysis
Once a site has been selected, Physical Security performs a formal risk analysis and makes
recommendations on site design, perimeter physical security measures, and the installation
of appropriate electronic security systems.

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Manage Access Control Systems
Qwest employs a mature, process-based risk assessment approach to ensuring that logical
and physical security controls are in place and are appropriate for our computer centers,
network operations centers, secure operations centers, CyberCenters™, and other Qwest
facilities.

Coordinate Security Improvements to Qwest Properties
Qwest ensures that, throughout the life of its contract, all Networx components software
have current security updates and patches for all known security vulnerabilities.

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Section 8: Transition
Transition Goals
The Qwest transition methodology is structured around the following four areas: planning and
management, transition cutover, transition inventory, and communication and reporting.

Our transition goals are outlined in the following table:

Goal/Objective Qwest’s Transition Approach
• Transition Plan Structured for Service
Continuity
• Parallel operation where possible)
• Hot cutover process defined and used
only when required
• Service-specific Acceptance process
defined
• Use of pilot test sites where applicable
• Risk Mitigation Plans Enforced
• Rigorous site prep and readiness
Service validation prior to cutover
Continuity
• Test and validate Cutover plan steps
prior to first cutover
• Test and validate Fallback process
steps prior to first cutover
• Test and validate end-to-end service
verification process steps prior to first
cutover
• Transition Management ensures
sufficient bandwidth for failover
• Transition Management ensures
sufficient bandwidth for cutover
• Transition to stable, reliable Qwest
network
• Ensure SLA compliance across all
offered services
• Network monitoring and fault
management ensure highest levels of
High Quality
service
Service
• Qwest Tier 3 subject matter experts
provide high quality technical support
• Supplier relationship ensures Qwest
preferred status for support (e.g. Cisco
Gold Partner)

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• Qwest uses qualified subcontractors
and suppliers to provide the full suite of
Networx services
• GSA will experience seamless end-to-
end service transition regardless of
Qwest team or subcontracting partner
involvement
• The Transition project team will include
Full-Service Vendor
representation from all involved
subcontracting partners
• Subcontractors will provide transition
services under Qwest direction
• Subcontractors will use Qwest
reporting systems to ensure all
relevant information is presented in a
uniform way
• Qwest’s transition support resources
include:
• Experienced professional project
managers
• Experienced professional project
coordination and project administrative
support
• Experienced professional field forces
to perform site surveys, inventory and
Transition Assistance installations
and Support
• Experienced professional network
managers to ensure capacity and
quality
• Experienced engineering and network
design
• Experienced customer support office
for order management
• Executive level governance to ensure
highest levels of transition support

Transition Strategy

The overall strategy of transition is summarized in the image below. These four steps ensure that the
government or agency and Qwest understand what will take place, when it will happen, and how to
make the next time better.

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The Qwest approach to transition in the Preliminary Transition Management Plan (PTMP) is to detail
and achieve the GSA or agency vision as shown in the graphic below:

This includes provisions for effective facilitation of transition coordination and support so that transitions
can occur in a timely and efficient manner. The PTMP will define the tasks necessary for the detailed
planning and execution of the Networx transition implementation. Qwest’s transition approach detailed
in the PTMP is designed to implement and transition networks successfully, with minimum risk and
minimum impact on various agency organizations, personnel, and subscribing communities. See risk
management graphics below.

Risk Management

The Preliminary Transition Management Plan (PTMP) will provide the framework for developing the
final Transition Management Plan (TMP) and when required, the development of Agency- Level
Transition Plans (ALTP) and/or Transition Project Specific Plans (TPSPs). The TPSP will also
describe, if applicable, the plans to meet special technical requirements such as direct station-to-
station dialing and private calling plans.

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Planning and Management

Planning and management within transition includes:
• Identifying clear roles, responsibilities and authority
• Identifying the size, scope, and complexities of each transition
• Developing transition plans and schedules
• Implementing a clear communications plan that ensures a partnership approach to
achieving the transition activities

All planning and transition management activities will be documented in the Transition
Management Plan (TMP), developed, and submitted by Qwest. The Qwest Networx staff will use
the TMP for all transition activities for all services, provisioned and non-provisioned, provided by
Qwest.

Qwest Roles and Responsibilities

The Qwest Transition Team is structured to ensure that all designated services are transitioned in a
transparent fashion in coordination with GSA and each affected agency. In the chart below, the roles
and responsibilities of each level of the Qwest Transition Team are defined.

Roles Responsibilities
• Executive transition oversight
Government
Services
Leadership
Team
• Overall program execution and compliance
Qwest
• Program and Transition Reporting to GSA and Agency
Program
Program Office
Manager
• Transition oversight

• Overall responsibility for successful execution of
transition project portfolio
• Develops Agency Level Transition Plan (ALTP) and
Transition Project Specific Plan (TPSP) formats and
ensures government acceptance of ALTP and TPSP
prior to start of transition activities
• Coordinates resources allocation across all teams
• Identifies new teaming arrangements or vendor support
Transition required for specific transition activity
Program
• Manages transition risks and escalations
Manager
• Provides direct reporting to the Qwest Program
Manager and Agency Transition Manager on project
plans, issues, risks, and priorities
• Provides Transition SLA tracking and reporting to
Program Manager and Agency Transition Manager
• Coordinates project plans and priorities with the
incumbent provider, subcontractors, and local access
providers

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Roles Responsibilities

• Leading a team of Transition Project Managers and
Support Specialist
• Maintaining transition schedules for assigned
customers
• Responding to escalations from the agency, LGCs
(Local Government Contacts), and the Transition
Project Managers
• Receiving daily and weekly updates to tasks assigned
Sr. Project
to Project Managers
Manager
• Coordinating and escalating transition issues and/or
risks for assigned Projects
• Preparing consolidated SLA Deviation Logs for
Transition Outages and Transition Schedule
Adherence
• Provide direct reporting/status to Agency Transition
Manager Develop and Maintain Qwest Transition Office
at the regional level
• Prepares agency- specific ALTP and TPSP, including
project schedule, project dependencies, resource loads
and other inputs for assigned transition projects
• Executing the transition as documented ALTP and/or
TPSP
• Maintaining transition schedules for assigned
customers within the region(s)
Project
• Receiving/communicating daily and weekly updates to
Manager
the tasks assigned to team
• Coordinating and escalating transition issues and/or
risks for assigned projects
• Preparing consolidated regional reporting for planning
and Transition Schedule Adherence
• Project managers may be dedicated to agency-specific
projects
• Provides administrative support to Project Managers
• Processes Transition Action and Go/No Go notices at
the direction of the Project Manager
Transition
• Provide day-to-day communications for transition
Support
efforts with the Qwest, GSA, and agency teams (e.g.
Specialist
site visit/site survey coordination)
• Transition support specialist may be dedicated to
agency-specific projects

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Timeframes
Detailed transition timeframes for specific services for each agency will be developed in
partnership with GSA or the agency’s project manager.

Ordering and Tracking through Transition

During the time of transition for GSA and the agencies from their previous provider, the Qwest
transition team will place the order on the behalf of GSA or the agency. This order will be
processed through the Qwest Control Networx Portal. Notifications for transition orders include:

Transition Action Notice
This notice alerts all concerned of projected and planned future transition activities,
including any changes in earlier schedules, and advises recipients of actions required
to complete transition.

GO / NO-GO
This notice alerts recipients to the status of imminent transition cutovers or other
significant activities. The GO / No-Go Transition Notice indicates whether the status of
a scheduled transition activity is “GO”, that is, all (including coordinated actions with
the incumbent contractor and the LGC or site contacts) is in readiness and that the
activity will proceed as scheduled or “NO-GO”, that is, activity will not proceed as
scheduled.

Service Order Completion Notification (SOCN)
The service order is completed and is ready for acceptance by the agency / GSA
customer. Qwest will provide in the SOCN every CLIN it intends to bill for and all the
data elements required to verify the correct CLIN used. Additionally, all CLINs must
be provided in the SOCN, even when the price is zero or the item is not separately
priced (NSP).

To aid in tracking transition orders in the Qwest Control Networx Portal, agency end users can filter
the Order Summary list by TPSP ID (Transition Project ID).

Agency end users can view and track the transition order in the portal, but they cannot make
changes. Any changes to the TPSP must go through the Qwest Project Manager.

Transition Reporting

Communication
Description
Element
The Qwest CPO provides a monthly and quarterly report
GSA Networx
to GSA covering all Networx activities, including
Monthly/Quarterly
transition projects. Qwest Program managers will
Program Status
provide input for the transition projects
Reports
The Program Reviews provide the agency a timely
Monthly Program
status report on all Program activities, including
Reviews
transition projects
The TMP will provide the overall architecture for the
transition to the Qwest Networx contract. The plans will
Transition
include all Project Management standard elements,
Management Plan
including: project authorization, schedule and
milestones, project management approach, project roles
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Communication
Description
Element
and responsibilities, financial controls, communications
plan, deliverables, change control and quality and risk
management for all services offered.

This plan identifies the project management process,
Agency Level
procedures, and tools for a set of Networx transition
Transition Plan
activities in support of that agency.
This plan identifies the project management process,
procedures, and tools for a Transition Project. For a
Transition Project, a TPSP is used rather than a Service
TPSP
Delivery Project Plan (SDPP) as cited in Section C.3.2,
Program Management.
Count of orders successfully transitioned each week.
Weekly Transition
Execution Report
Status of Agency Orders (Number of Transition Orders
anticipated by type, and number actually received),
Weekly Transition
TPSP preparation, Qwest readiness, and the Qwest’s
Planning Report
orders for access.

The Qwest team will develop, in conjunction with GSA,
standard daily, weekly, and monthly reporting at the
Transition Status
program (multi-component) level to track progress of the
Reports
transition activity.
If a site visit is required, Qwest will forward written
communication to the designated contact 30 calendar
days in advance, followed up by a phone call both one
Site Visit
week and one day in advance of the on-site visit. If an
Notification
on-site visit is not required (for example, the site in a
multi-site location), a phone call will be placed to the site
contact to gather necessary site information.
Qwest will provide and maintain individual location and
Site Design – As
site information gathered during the site visit..
Built
On a site-by-site and component-by-component basis,
Qwest will compile lessons-learned and use that
knowledge to improve the transition process and
Lessons-Learned/
documentation. Additionally, Qwest plans monthly
Recommendations
program reviews with GSA and performs reviews
following the transition of each component and of the
entire project for this purpose.
Qwest will help GSA and the agencies validate and
reconcile the inventory from FTS to Networx by
comparing the data in the following three reports: FTS
Incumbents Weekly Transition inventory report (showing
a count of disconnects by service and by location);
Transition
Qwest Transition inventory (cross-references the Qwest
Disconnect Tracking
services and the incumbent FTS contractor’s services);
Report
and the Qwest Weekly Transition Execution report (
reports weekly progress by giving GSA and the
agencies a count of transitions completed by agency, by
incumbent, by location and by service)

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Appendix A: Service Level Agreements (SLAs)
The Billing SLAs are:
• Billing Files Error Free
• SOCN (Service Order Completion Notification) for each order
• Detail Billing File is consistent with SOCN
• Correct Price
• No duplicate Detail Billing File Records
• No Detail Billing File record charges over 90 calendar days after service rendered

The Service Outages SLA is:
The performance objective is that there shall be no loss of service availability (outside of
scheduled maintenance agreed to by the customer) during the calendar month

The Time to Restore (TTR) SLA is:
• Four hours or less without a dispatch
• Eight hours or less with a dispatch

On Time Provisioning SLA is defined as:
• Complete the order within the provisioning intervals (See Appendix D)
• When the above doesn’t apply the performance objective defined by Firm Order
Completion (FOC). For project orders, performance objective is based on the baseline
completion dates in the Service Delivery Plan or the Transition Project Specific Plan.

Product
Each product has between two and 10 product specific SLAs, except for CSDES (Customer Support
Design and Engineering Services.)

Examples of Product SLAs are:
Availability
•
BER (Bit Error Rate)
•
GOS (Grade of Service)
•
Jitter
•
Latency
•
Response Time
•
Notifications, outage notifications, incident reporting (for the Security Services)
•

Examples of Targets:
Availability: > 99.5 to 99.999%
•
BER (Bit Error Rate): < 10-13
•
GOS (Grade of Service): Varies
•
Jitter: < 10 ms
•
Latency: < 100 ms
•
Response Time: 30 minutes to 24 hours
•
Notifications: 30 minutes to 24 hours
•

Detailed Product Specific installation interval information is available through the Public Website at
www.gsanetworx.com in the Redacted Contract→ Volume 2 Management→ Service Ordering→
3.9.8.1 &2.

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