VOICE - PRODUCT SPECIFICATION

Transcription

1 VOICE - PRODUCT SPECIFICATION 1. INTRODUCTION This document contains information on Voice services. If you require more detailed technical information, please contact your Account Manager. 2. SERVICE DEFINITION 2.1. Service Overview The Voice service consists of the following: Fixed cost access services, or telecommunications carrier services including: Provision of lines and circuits (for monthly rentals) for voice circuit access to the public switched telephone network (PSTN), including analogue, high capacity, Digital Trunk Interface (DTI), ISDN basic or primary rate access; Network maintenance e.g. wiring maintenance; Enhanced calling services such as DDI, call messaging, voic and fax mail services; Foreign telephone exchange services; Provision of lines and circuits for voice access to the digital data network, and data circuit access to the digital data network as are specified by you from time to time; and Call diversion, remote call diversion, call waiting, 3-way calling, auto callback, auto recall, last number redial, faxability Installation and connection of components of the Services, Local calls (PSTN) National toll calls (PSTN) Establishment and operation of Virtual Private Networks (VPN) and mobile extension/diversion from the VPN Telecom Centrex services Telecom 0800 national and international services and audiotext applications PSTN to Cellular calls International toll calls (PSTN) International video conferencing Answer and Message Services Inward bound international 0800 traffic to New Zealand Calling Cards Audioconferencing Account coding 2.2. Customer Responsibilities The customer is responsible for the following: Providing, configuring, operating and supporting related systems Providing a suitable environment for terminating equipment Taking appropriate steps for maintaining the privacy and security of their voice services Assisting Telecom with implementation, fault resolution and MACs Providing Telecom with information about the customer s requirements 1 July 2005 Telecom NZ Ltd Version 1.0 Page 1 Commercial in Confidence

2 Paying all applicable Voice service fees Liaison with other service provider(s) for co-ordination of cutover services Service Implementation Telecom will carry out the following implementation activities: Project co-ordination to organise Telecom s implementation activities Site audits of the customer s current voice services Ordering, installing and testing the required site connections and CLNE Testing that each site operates in accordance with Telecom specifications Handover to Telecom operational staff for ongoing service management Customer acceptance when implementation of all sites is complete 2.4. Implementation Options The customer can select the following implementation options for voice services: Telecom creating the required Service Specification on the customer s behalf Telecom integrating e.g. Secure Business Internet with One Office Advanced IP-VPNs Telecom Project Managing the customer, IT Integrators, and any third parties A Telecom Design Engineer confirming the service meets requirements 3. SERVICE TARGETS This section lists the following: Service delivery performance targets performance targets for Telecom s delivery of the service. Provisioning / change performance targets performance targets for Telecom s implementation of and changes to the service Service Delivery Performance Targets Service Attribute Attribute Definition Service Target Service Reception Normal Service Hours Answering a telephone call from a customer and logging information relevant to a fault or other details relevant to the service required. Those hours during which, when a customer reports a fault, Telecom will commence restoration activity at no additional cost (see note 1 below). Service Restoration: incoming phone calls to be answered 24 hours a day, every day, within 20 seconds. Billing, provisioning: incoming phone calls to be answered on Business Days, 0800 to 1730, within 20 seconds. 24 hours x 7 days 1 July 2005 Telecom NZ Ltd Version 1.0 Page 2 Commercial in Confidence

3 Initial Restoration Update Progress Updates Service Restoration Targets Provisioning/ Change Target Billing Issue Resolution Target Answer and Message Service Reception Notes: The elapsed time, during Normal Service Hours, between reporting a fault to Telecom and confirmation to the customer that initial diagnosis has been completed and an estimated time to restore is provided, if known. Updates on the status of service restoration activity. The elapsed time, during Normal Service Hours, between customer reporting a fault to Telecom and confirmation to the customer that the service has been restored. The elapsed time between the confirmed acceptance of a Provisioning/Change Request and the implementation of that request, unless the customer specifies a longer time. The elapsed time between the customer initiating a billing enquiry and confirmation to the customer of its resolution. Answering a telephone call from a caller and taking a message on behalf of a customer. Within 60 minutes Provided to the customer on an significant event basis, or as agreed 6 hours (reasonable endeavours) As per section 3.2 Provisioning/Change Targets Single account, with account arrears less than 90 days: 2 Business Days Multiple accounts, or account arrears more than 90 days : by mutual agreement 75% of calls to be answered in 10 seconds 1. Call-out: Telecom will fix any fault in the Telecom Network at no additional charge. However should the fault be proved to be the responsibility of the customer, Telecom may charge additional fees. These are called Call-out fees 2. CPE: These service targets do not apply to maintenance of customer premises equipment (such as PBXs, phones, IVR and voic ). Maintenance of these items may be covered under a separate Telecom Equipment Maintenance Agreement. 3. International Faults: These targets do not apply to any fault caused by any network failure arising beyond Telecom s International Gateway Provisioning/Change Targets Service Attribute Attribute Definition Service Target ISDN Primary Rate (including ISDN Primary Rate Lite) Installation and activation of ISDN Primary Rate access 2s ISDN Basic Rate Installation and activation of ISDN Basic Rate access 13 Business Days 0800 Standard Activation of a standard 0800 service 3 Business Days 1 July 2005 Telecom NZ Ltd Version 1.0 Page 3 Commercial in Confidence

4 Service 0800 Enhanced Service Activation of an 0800 number with 1 or more of the following enhanced call routing features: Geographic Call Distribution Time of Day Diversion Percentage Call Distribution Geographic Call Screening Call Distribution Plans Courtesy Response Call Prompting Follow Me 3 to 10 Business Days (depending on the feature set required) International 800 service Activation of an international 0800 number 3 to 10 Business Days (best efforts depending on international originating carrier) Simple Centrex Single site less than 5 lines 3 Business Days Exchange-only modifications Complex Centrex, Global Office and VPN Provisioning By mutual agreement Voice Services Platform Provisioning Call Minder, Message Manager, Message Connect, Fax Advantage, Fax Address, InfoCall, InfoAnswer 2 Business Days Analogue Services (Non Centrex) Provisioning Exchange-only modifications Smartphone features 2 Business Days Calling card Activation of a new card 10 Business Days Audio conferencing Activation of a new user ID (PIN) Video conferencing Confirmation of bookings for bridge ports and/or video conference facilities (5 Business Days notice required. Bookings subject to availability) Notes: 1. Where the number of lines involved in a service order is greater than 5, the provisioning/change request will be managed as a project for which the service target timeframes will have to be agreed. 1 July 2005 Telecom NZ Ltd Version 1.0 Page 4 Commercial in Confidence

5 2. Where the provision of service requires additional capacity to be installed to the customer's site the service target timeframes may have to be agreed, due to constraints imposed by third parties, e.g. resource consent from local councils. 3. Measurement and reporting: Telecom will measure service delivery performance from the beginning of the month after a service is implemented. 4. STANDARD FEES AND INVOICING 4.1. Invoicing The customer may be billed for one or more of the following: Implementation - Implementation fees are invoiced in arrears and cover items such as installation, configuration, testing, activation and handover. Project Management Fees - Project Management fees are invoiced in arrears and cover items such as organising customer and third party resources and equipment, achieving project budgets, timeframes and deliverables, and minimising project risk. Fixed Monthly Fees - Fixed monthly fees are invoiced in advance and cover the provision and management of the services included in this agreement. Variable Fees - Any applicable variable fees, for example associated with time, volume or usage, are normally invoiced monthly in arrears. Fault Location Fees - A Fault Location Fee is charged when a contractor goes to fix a fault and they find that the fault is not in the network (i.e. it is on the customer's premises and is not covered by a wiring maintenance contract), or no fault exists. Miscellaneous Fees - One Off fees are typically invoiced monthly in arrears and apply to e.g. new installations, relocations, and configuration changes requested by the customer Moves Adds and Changes (MACs) Definitions MACs: Requests for moves, adds and changes. Complex MACs: Telecom and the customer will treat complex MACs as a project for which a timetable and charges will be agreed. Service Hours: All MACs will be carried out at Telecom's discretion during the agreed service hours. There is an additional charge for implementing MACs at a specific time requested by the customer. MAC Fees Please contact your Account Manager for information on MAC Fees. 1 July 2005 Telecom NZ Ltd Version 1.0 Page 5 Commercial in Confidence