Final Version – 12-10-03
Services Agreement No. 03031715
APPENDIX B
SERVICE LEVEL AGREEMENT
(“SLA”)
Between Southwestern Bell Communications Services, Inc.
(“Supplier”) and SBC Services, Inc. (“SBC”)
For
ABS Platform and Transport Services
Proprietary Information
The information contained in this Agreement is not for use or disclosure outside SBC, Supplier, their Affiliates and their third
party representatives, except under written Agreement by the contracting Parties.
SERVICE LEVEL AGREEMENT
ABS Platform and Transport Services
Services Agreement No. 03031715
TABLE OF CONTENTS
I PURPOSE ......................................................................................................................................................................3
II TRANSPORT REQUIREMENTS .............................................................................................................................4
III NETWORK AVAILABILITY ..................................................................................................................................5
IV NETWORK RELIABILITY .....................................................................................................................................7
V MEAN TIME-TO-REPAIR ........................................................................................................................................8
VI PLATFORM REQUIREMENTS .............................................................................................................................9
VII PLATFORM AVAILABILITY ...............................................................................................................................9
VIII PROBLEM MANAGEMENT ..............................................................................................................................11
PRIORITY DEFINITIONS ........................................................................................................................................11
IX SLA METRICS TABLE ..........................................................................................................................................14
X SERVICE LEVEL REMEDY(S) ..............................................................................................................................14
XI SUPPLIER STANDARDS .......................................................................................................................................15
DISASTER RECOVERY ...........................................................................................................................................16
PROBLEM MANAGEMENT ....................................................................................................................................16
XII KEY CONTACTS...................................................................................................................................................17
XIII ESCALATION PROCEDURE .............................................................................................................................18
XIV SBCLD CUSTOMER TROUBLE MANAGEMENT ESCALATION LIST ...................................................19
________________________________________________________________________
Proprietary Information
The information contained in this Agreement is not for use or disclosure outside SBC, Supplier, their Affiliates and their third
party representatives, except under written Agreement by the contracting Parties.
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SERVICE LEVEL AGREEMENT
ABS Platform and Transport Services
Services Agreement No. 03031715
I. PURPOSE
This Service Level Agreement (“SLA”) defines mutual service commitments between Supplier
and SBC. It is written to ensure that services are understood, performance objectives are trended
for continuous improvements, and rigor is placed around system reliability.
________________________________________________________________________
Proprietary Information
The information contained in this Agreement is not for use or disclosure outside SBC, Supplier, their Affiliates and their third
party representatives, except under written Agreement by the contracting Parties.
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SERVICE LEVEL AGREEMENT
ABS Platform and Transport Services
Services Agreement No. 03031715
II TRANSPORT REQUIREMENTS
A. SUPPLIER must transport all calls placed using the 1-800-522-2020 designated access
number.
B.
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SUPPLIER must comply with the following network requirements:
Must use a 100% deployed and compliant SS7 network for domestic traffic.
Only SS7 signaling, not MF, must be employed.
No more than 1 in 10,000 calls can experience blocking during the busy hour.
Network availability must be 99.90% or greater as measured each month.
Must have alternate routing plans for originating and terminating traffic in the event of an
outage affecting its access trunks.
100% of terminating traffic must complete without experiencing blocking on the carrier’s
network.
Must provide 24x7 performance monitoring of all system components.
All network connections must be 100% digital, such that the only degradations are delay,
jitter, wander and slips.
Must notify SBC of network outages within 60 minutes of the event.
Must provide 60-days notice to SBC of planned network platform activities that may impact
customers (software/hardware upgrades only).
________________________________________________________________________
Proprietary Information
The information contained in this Agreement is not for use or disclosure outside SBC, Supplier, their Affiliates and their third
party representatives, except under written Agreement by the contracting Parties.
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SERVICE LEVEL AGREEMENT
ABS Platform and Transport Services
Services Agreement No. 03031715
III NETWORK AVAILABILITY
This SLA measures the percentage of time the Supplier’s Voice Services network is available for
SBC’s use.
A. NETWORK AVAILABILITY
Supplier will maintain 99.9% or greater Network Availability for Calling Service.
B. NETWORK AVAILABILITY CALCULATION
1. Calculation. Network availability (“Network Availability”) is calculated monthly as
follows:
(24 Hours x Days in Month) - Network Outage Time (Hours)
---------------------------------------------------------------------------------------------------------=
Network
(24 Hours x Days in Month)
Availability
2. Components Included in Network Availability. Network Availability is based on the
performance of:
(A) All Supplier voice transport Network components;
3. Network Outage Time. Excluding outages caused by the factors listed below, Network
Outage Time (“Network Outage Time”) is based on the total hourly outage time of the
entire Supplier Service. Network Outage Time is measured from the time the Supplier’s
trouble ticket is opened to the time the affected Calling Service is able to originate and/or
terminate calls. Network Outage Time at switched access sites is pro-rated based on the
percentage of failed components. An outage condition exists when a Supplier’s Service is
unable to originate or terminate calls. Network Outage Time will not include outages
caused by:
(a) Scheduled maintenance for which SBC was notified and approved. Outage time
beyond the scheduled end time of the scheduled maintenance will be included.
(a) Outages beyond Supplier’s demarcation point
(a) Force Majeure events
________________________________________________________________________
Proprietary Information
The information contained in this Agreement is not for use or disclosure outside SBC, Supplier, their Affiliates and their third
party representatives, except under written Agreement by the contracting Parties.
5
SERVICE LEVEL AGREEMENT
ABS Platform and Transport Services
Services Agreement No. 03031715
C. CHANGE MANAGEMENT
Supplier’s Availability Management is committed to minimizing, if not eliminating, any risk to
the availability or integrity of the data center environment. Supplier has implemented rigorous
procedures in each data center to record, prioritize, and evaluate change, either hardware or
software. Compliance with change management procedures is imperative. Supplier’s Network
Change Management and SBC will work together to ensure that all Enhanced Calling Card
(ECC) change activity is coordinated and communicated to the appropriate people.
Supplier’s Network Change Management is located in Brookfield, WI. Hours of operation are
Monday through Friday 8:00AM until 6:30PM. They can be reached @ 888-324-2643.
Emergency Network change activities out of hours may be directed to the NMC @ 888-2248888.
Supplier’s IT Change Management is located in Milwaukee, WI. They provide 7x24 IT Change
Management support and can be reached @ 414-359-7628 or paged @ 414-557-3394.
Any requests for ECC change activity initiated by SBC Network must be submitted to Supplier’s
Network Change Management Team for processing. For production systems, the request
must be submitted a minimum of 10-business days prior to the requested change date.
Software and hardware notifications will be made a minimum of 60 days in advance. If
there is potential for any impact to the environments supported by Supplier’s IT, Network
Change Management will notify Supplier’s IT Change Management Team via a PNMP.
Supplier’s IT Change Management Team will input the change information into Vantive, and
then follow their IT internal Change Management process for IT approval and notification.
Any requests for ECC change activity initiated by Supplier’s IT must follow the ITO Change
Management process. For production systems, the activity must be coordinated with Supplier’s
Network Technical Support and the request must be submitted a minimum of 10-business days
prior to the requested change date. The request also requires a detailed Method of Procedures
(MOP) including specific back-out procedures to be provided to Supplier’s Network Technical
Support.
Supplier’s IT Change Management is listed as an interested party on all ECC components and
will be notified via their Vantive inbox and pager. Supplier’s Change Management will follow
their internal process for technical approval and notification of the change activity (this is in
addition to ITO Change Management approval). This process includes communication of the
ECC change activity to Supplier’s Network Change Management. If applicable, Supplier’s
Network Change Management will follow their process for assessing Network approval.
No changes will be considered approved unless the requester receives approval notification from
Supplier’s IT Change Management and Supplier’s Network Change Management via e-mail.
________________________________________________________________________
Proprietary Information
The information contained in this Agreement is not for use or disclosure outside SBC, Supplier, their Affiliates and their third
party representatives, except under written Agreement by the contracting Parties.
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SERVICE LEVEL AGREEMENT
ABS Platform and Transport Services
Services Agreement No. 03031715
Please note that the SBC and Supplier’s Network Change Management processes are
internal Change Management processes and must not be confused with the external ITO
Change Management process. Supplier’s IT Change Management process will submit
change activities into the ITO Change Management process via Vantive when applicable.
IV NETWORK RELIABILITY
A. SUPPLIER must meet SBC’s standards for the network reliability of their ABS platform,
including the VRU.
B. SUPPLIER must comply with, at a minimum, the following basic requirements.
1) The ABS platform must be available twenty-four hours a day, seven days a week.
2) The ABS platform must be redundant and with proven disaster recovery capabilities.
3) SBC must be provided with details of service restoral plans on a proactive basis or
upon request.
4) SBC must be notified of platform outages within 60 minutes of the failure.
5) Failures in the VRU will result in the automatic routing of calls to the Operator
Services provided by the SUPPLIER. It is expected that this will not result in a
degradation of service and that calls will route to alternate centers as required,
providing additional operators and ensuring disaster recovery capacity.
6) The ABS platform must maintain 99.9% or greater availability, measured each month.
7) The ABS platform must have 100% system redundancy on all critical components.
8) SUPPLIER will maintain and expand the ABS platform as required in order to ensure
that it is continuously capable of processing all calls with a Telcordia Standard P.01
grade of service.
9) The SUPPLIER must advise SBC within 60 days in advance of any planned change or
generic upgrade to the ABS platform.
________________________________________________________________________
Proprietary Information
The information contained in this Agreement is not for use or disclosure outside SBC, Supplier, their Affiliates and their third
party representatives, except under written Agreement by the contracting Parties.
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SERVICE LEVEL AGREEMENT
ABS Platform and Transport Services
Services Agreement No. 03031715
V MEAN TIME-TO-REPAIR
Supplier is committed to maintain a four (4)-hour Mean-Time-To-Repair (MTTR). The MeanTime-To-Repair is generally defined as the average time to restore service during a Network or
Platform Outage only.
The MTTR target for SBC Calling Services shall be four (4) hours.
The Mean-Time-To-Repair will be calculated as the monthly average of the time taken to repair
all trouble tickets, for a particular Calling Service. The length of each time between opening and
restoring (clearing) of trouble tickets is totaled at the end of the calendar month and divided by
the total number of trouble tickets during the calendar month.
Monthly Mean-Time-To-Repair Calculation:
Sum of Minutes Between Opening & Restoring (Clearing)
Of all Trouble Tickets During the Calendar Month
MTTR
Total Number of Trouble Tickets
= Average
During the Calendar Month
An outage condition shall exist when Supplier’s site is unable to transmit or receive voice calls.
The performance of the following components of the products and services shall be included in
the determination of Mean-Time-To-Repair:

Components of Supplier’s Network
The following shall be excluded from any network outage time when calculating the Mean-TimeTo-Repair:
(a) Scheduled maintenance for which SBC was notified and approved. However, outage
time beyond the scheduled end time of the scheduled maintenance will be included.
(b) Outages beyond the Supplier demarcation point
(c)Force Majeure events
________________________________________________________________________
Proprietary Information
The information contained in this Agreement is not for use or disclosure outside SBC, Supplier, their Affiliates and their third
party representatives, except under written Agreement by the contracting Parties.
8
SERVICE LEVEL AGREEMENT
ABS Platform and Transport Services
Services Agreement No. 03031715
VI PLATFORM REQUIREMENTS
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The ABS platform must maintain 99.9% or greater availability as measured each
month.
Failure to meet these standards will require SUPPLIER to bring the service into
compliance within 30 days.
The ABS platform must have 100% system redundancy on all critical components.
VII PLATFORM AVAILABILITY
This SLA measures the percentage of time Supplier’s platform is available for SBC’s use.
A. PLATFORM AVAILABILITY
Supplier will maintain 99.9% or greater Platform Availability for Calling Services.
B. PLATFORM AVAILABILITY CALCULATION
1. Calculation. Platform availability (“Platform Availability”) is calculated monthly as
follows:
(24 Hours x Days in Month) - Platform Outage Time (Hours)
---------------------------------------------------------------------------------------------------------=
Platform
(24 Hours x Days in Month)
Availability
2. Components Included in Platform Availability. Platform Availability is based on the
performance of:
(A) All Suppliers’ Platform components;
3. Platform Outage Time. Excluding outages caused by the factors listed below, Platform
outage time (“Platform Outage Time”) is based on the total hourly outage time of the
entire Supplier Service. Platform Outage Time is measured from the time Supplier’s
trouble ticket is opened to the time the affected Calling Service is able to originate and
terminate calls. Platform Outage Time at switched access sites is pro-rated based on the
percentage of failed components. An outage condition exists when Supplier’s Service is
unable to originate or terminate calls. Platform Outage Time will not include outages
caused by:
________________________________________________________________________
Proprietary Information
The information contained in this Agreement is not for use or disclosure outside SBC, Supplier, their Affiliates and their third
party representatives, except under written Agreement by the contracting Parties.
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SERVICE LEVEL AGREEMENT
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Services Agreement No. 03031715
(a) Scheduled maintenance for which SBC was notified and approved. However, outage
time beyond the scheduled end time of the scheduled maintenance will be included.
(b) Outages beyond the SBCLD demarcation point
(c) Force Majeure events
C. PLATFORM REDUNDANCY:

The ABS platform maintains 100% system redundancy on all critical components.
Supplier’s AOS Post-Paid network is comprised of four (4) geographically diverse
service nodes (Broadview, IL, Anaheim, CA, Houston, TX and San Francisco, CA). Each
node connects to multiple DMS250 switches in our Supplier’s network. Each switch
connects to at least two geographically diverse AOS Post-Paid service nodes to support
redundancy and traffic load balancing.

Supplier will maintain and expand the ABS platform as required in order to ensure that it
is continuously capable of processing all calls with a Telcordia Standard P.01 grade of
service. Supplier’s Network Planning and Engineering (NPE) updates and publishes the
5-year trunk forecast twice per year. Included in that specifically are the AOS Post-Paid
platform and the DOS center trunking requirements.

Supplier will advise SBC within sixty (60) days in advance of any planned change or
generic upgrade to the ABS platform. All AOS Post-Paid platform software releases are
planned on an eight-month development cycle by the Supplier. After that, the release is
tested for 6 weeks in the SBC Laboratory prior to production release. All phases of
development and testing will be communicated and coordinated with SBC. Supplier’s
Network Operations will also via an email notification system, announce any planned
maintenance activity and provide on going status to SBC. All maintenance activity will
be performed during off-hour maintenance windows.
________________________________________________________________________
Proprietary Information
The information contained in this Agreement is not for use or disclosure outside SBC, Supplier, their Affiliates and their third
party representatives, except under written Agreement by the contracting Parties.
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SERVICE LEVEL AGREEMENT
ABS Platform and Transport Services
Services Agreement No. 03031715
VIII PROBLEM MANAGEMENT
A. Priority Level 1:
Definition: These are problems with conditions that require immediate and continuous
action by all of SBC’s and Supplier’s support organizations regardless of time of day, day
of week, (including holidays) until the emergency situation is alleviated.
The following are examples or typical situations that are classified as Priority Level 1
problems:
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Total site outage (customer affecting)
Service – Issues that significantly impact service levels (e.g. service is not operational
or a customer base is unable to complete calls)
Continuous call failures
Any condition putting call processing in jeopardy (customer affecting)
Significant loss of billing
Significant loss of revenue
Corruption to billing or system databases requiring initialization
Any condition, which impacts the fraud surveillance capability
Response Time: Supplier agrees that it shall respond within fifteen (15) minutes upon
receiving a Priority Level 1, non-compliance trouble ticket.
Status Interval: Supplier agrees to provide status to SBC at frequent intervals until the
complete resolution of the Priority Level 1 problem is attained. Further, there will be
instances when Supplier’s personnel will be required to remain in continuous contact
with SBC. During these times, Supplier’s conference bridge will be opened.
Impact Removed: Supplier agrees that development of an action plan shall begin
immediately upon receiving a Priority Level 1 trouble ticket from SBC. Supplier shall
meet SBC’s operational requirements necessitate a fix, workaround, or proposed solution
within four (4) hours for Priority 1 problems. Upon resolution, Supplier will reduce
Priority Level 1 trouble tickets to Priority Level 2 with a successful workaround.
Root Cause: Supplier shall communicate in writing to SBC the final outcome of the root
cause analysis within seventy-two (72) hours or three (3) business days of the fix or
workaround. In the event of a hardware outage, Supplier’s final written outcome of the
root cause analysis may exceed three business (3) business days, but shall not exceed
seven (7) business days.
________________________________________________________________________
Proprietary Information
The information contained in this Agreement is not for use or disclosure outside SBC, Supplier, their Affiliates and their third
party representatives, except under written Agreement by the contracting Parties.
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Services Agreement No. 03031715
B. Priority Level 2:
Definition: These are problems with conditions that require immediate and continuous
investigation by Supplier’s support organizations regardless of time of day, day of week,
(including holidays) until the emergency situation is alleviated.
The following are examples or typical situations that are classified as Priority Level 2
problems:
Partial site outage
 Equipment failure (any equipment which is non-service affecting)
 Excessive systems faults (e.g., database errors, billing errors, customer records)
 Priority Level 1 trouble tickets with successful workaround applied
 Loss of provisioning functionality
 Loss of reporting capability
Response Time: Supplier agrees that it shall respond within fifteen (15) minutes upon
receiving Priority Level 2 non-compliance trouble ticket.
Status Interval: Supplier agrees that it will provide an hourly status to SBC on
Supplier’s progress in resolving a Priority Level 2 problem.
Impact Removed: SBC has operational requirements necessitating a fix, workaround, or
proposed solution within eight (8) hours for Priority 2 problems.
Root Cause: Supplier shall communicate in writing to SBC the final outcome of the root
cause analysis within seventy-two (72) hours or three (3) business days of the fix or
workaround. In the event of a hardware outage, Supplier’s final written outcome of the
root cause analysis may exceed three (3) business days, but shall not exceed seven (7)
business days.
C. Priority Level 3:
Definition: These conditions require on-going investigation with and progress checks
provided by Supplier until resolution.
The following are examples or typical situations that are classified as Priority Level 3
problems:
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Intermittent systems faults (e.g., asserts, audits)
Intermittent call failures
Invalid traffic reports
Diagnostic failures on equipment that can be restored
Documentation errors that can generate customer impacting problems
________________________________________________________________________
Proprietary Information
The information contained in this Agreement is not for use or disclosure outside SBC, Supplier, their Affiliates and their third
party representatives, except under written Agreement by the contracting Parties.
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SERVICE LEVEL AGREEMENT
ABS Platform and Transport Services

Services Agreement No. 03031715
Minimum service impact
Response Time: Supplier agrees that it shall respond within fifteen (15) minutes upon
receiving a Priority Level 3 problem.
Status Interval: Supplier agrees that it will provide daily status to SBC on Supplier’s
progress in resolving a Priority Level 3 problem.
Impact Removed: Supplier shall necessitate a fix, workaround, or proposed solution
within twenty-four (24) hours for Priority 3 problems. For Priority Level 3 problems, the
final resolution will be included in the next scheduled software release of the
AOS/Postpaid product, assuming that there is sufficient time remaining, prior to the
scheduled release date. If the release content freeze date has passed, then the final
resolution will be included in the subsequent release. Additionally, the final resolution
may be provided in an emergency patch; however, this will be determined on a case-bycase basis and will be agreed by both SBC and Supplier.
D. Priority Level 4:
Definition: These are problems with conditions that require investigation and progress
checks provided by Supplier until resolution.
The following are examples or typical situations that are classified as Priority Level 4
problems:

Documentation problems that do not generate customer affecting problems that can be
deferred based upon SBC input and impact reports. Also includes input message and
output message format problems that would not result in an impact to the service if
executed incorrectly.
Response Time: Supplier agrees that it shall respond to SBC within twenty-four (24)
hours or one (1) day upon receiving a Priority Level 4 trouble ticket.
Status Interval: Supplier agrees that it will provide monthly status to SBC on Supplier’s
progress in resolving a Priority Level 4 problem.
Impact Removed: For Priority Level 4 problems, Supplier agrees that it shall provide a
fix, work around, or agreed resolution plan by the next scheduled software release of the
AOS/Postpaid product, assuming that there is sufficient time remaining, and prior to the
scheduled release date. If the release content freeze date has passed, then the resolution
will be included in the subsequent release. Additionally, the resolution may be provided
in an emergency patch; however, this will be determined on a case-by-case basis and will
be agreed by both SBC and Supplier.
________________________________________________________________________
Proprietary Information
The information contained in this Agreement is not for use or disclosure outside SBC, Supplier, their Affiliates and their third
party representatives, except under written Agreement by the contracting Parties.
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SERVICE LEVEL AGREEMENT
ABS Platform and Transport Services
Services Agreement No. 03031715
IX SLA METRICS
Metric
Platform Availability
Network Availability
Blocking per 10,000 calls
Guarantee
= or > 99.9%
= or > 99.9%
No greater than 1 blocked call per 10,000
X LIQUIDATED DAMAGES. The table below sets forth the Liquidated
Damages that Supplier will provide to SBC, if Supplier fails to meet the metrics in
Section IX for the Services. Force Majeure Events are excluded from these
measurements.
Credit will be sent to SBC via a Treasury Inter-company Payment System (TIPS)
transfer. SBC shall specify the SBC contact to receive the TIPS transfer.
Service Failure
Liquidated Damages
1 or more Section IX service metrics exceeding $5,000 credit.
the required guaranteed metrics for 2
consecutive months.
________________________________________________________________________
Proprietary Information
The information contained in this Agreement is not for use or disclosure outside SBC, Supplier, their Affiliates and their third
party representatives, except under written Agreement by the contracting Parties.
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Services Agreement No. 03031715
XI SUPPLIER’S STANDARDS
A. STANDARD SYSTEM BACKUP/RECOVERY
PRODUCTION SYSTEMS
Veritas Netbackup software will be used for backup and recovery.
Hot full daily backups of the Oracle database will be performed nightly to a tape medium device
at approximately 24:00 machine local time. The back-up schedule is determined by the
Supplier’s DBA, since it is a hot backup within the maintenance window.
The entire operating system will be backed up before going on-line and after any patches or other
changes are made to the operating system.
The application will be backed up prior to going on-line and before any new releases are
installed. System Software Support (SSS) will perform all of the above, working with the
application and database support organizations.
If the application must be recovered: SSS restores the operating system with the most current
backup. If required, the DBA will recover the database.
The backup standards are for the AOS platform will be adhered to as follows:
Database
Daily hot backups @ approximately
24:00
2 incremental backups weekly
30 day retention
Flat File
1 full backup monthly
Daily incremental backups
60 day retention
*Note: There will be full daily database backups for all 5 clusters with a 30-day retention period.
Archive log database backups will have a 60-day retention.
________________________________________________________________________
Proprietary Information
The information contained in this Agreement is not for use or disclosure outside SBC, Supplier, their Affiliates and their third
party representatives, except under written Agreement by the contracting Parties.
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Services Agreement No. 03031715
B. DISASTER RECOVERY
Supplier’s Information Technology (IT) Disaster Recovery Policy states that computer
systems supporting SBC will be designed, implemented and maintained with disaster
recovery capability to ensure timely re-establishment of processing after a declared
disaster of catastrophic nature, in accordance with the application’s criticality. It is the
responsibility of the application development and user administration organizations to
design and build all applications with necessary backup and recovery capability.
SBC may request Information Technology Business Continuity (ITBC) services in the
initial Infrastructure Delivery Process (IDP) or through the ITBC web site located at
http://ebiz.sbc.com/itbc/
This application is a Priority 1 application. A complete outage is defined as the loss of all
cluster databases. Even though the SMS database should be available 7X24, it has less
impact on the operation of the calling card platform than the cluster databases. Should
there be a failure in the master SMS, the implication is that cards cannot be provisioned
to the clusters. However, the cluster will continue to process calls.
Supplier’s AOS Post-Paid platform automatically defaults to the Dedicated Operator
Services (DOS) center. In addition, the SBC LEC customer has the option of selecting or
timing out to Operator Services at any time from the platform, eliminating any
degradation of service.
C. PROBLEM MANAGEMENT
If there are database problems, the assigned Data Base Administrator (DBA) should be called. If
the problem arises after hours, then Supplier’s DBA on call should be paged, but only during online hours as described in this SLA. Problem resolution will have the following priority
production problems, QA problems, and test problems.
Test and Development Systems Maintenance (including upgrades and migrations) will be
performed during normal working hours. Production systems maintenance will be performed
during the normal maintenance window (22:00 - 06:00 site location time).
Disaster Recovery processes and procedures are executed in accordance with the business
practices of all parties represented in this agreement.
________________________________________________________________________
Proprietary Information
The information contained in this Agreement is not for use or disclosure outside SBC, Supplier, their Affiliates and their third
party representatives, except under written Agreement by the contracting Parties.
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XII KEY CONTACTS
SBC Long Distance ABS Platform
Function/Title
Asst. Vice President-IT
Executive Director-IT
RVP-NetOps (Voice Services)
Dir. Tech Support/Ntwk Operation
Area Mgr., Tech Support - Application
All Other Help Desk Areas/Issues
Name
Guy Bevente
Robert Kafka
Ron Ginter
Joseph M. Jacob
Danny White
Tier 2 Platform
Surveillance &
Maintenance for NMC
Office Number
847-898-4065
847-898-4060
262-938-5700
262-938-5744
262-938-4122
888-224-8888
________________________________________________________________________
Proprietary Information
The information contained in this Agreement is not for use or disclosure outside SBC, Supplier, their Affiliates and their third
party representatives, except under written Agreement by the contracting Parties.
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SERVICE LEVEL AGREEMENT
ABS Platform and Transport Services
XIII.
Services Agreement No. 03031715
ESCALATION PROCEDURE
Supplier’s Intelligent Network Operations Trouble Ticket Procedures
Supplier’s Network Management Center (NMC) is the centralized point where all
maintenance/troubles related to Supplier’s network and its intelligent platforms are reported.
The NMC is manned twenty-four (24) hours a day, seven (7) days a week.
Supplier’s NMC number is: 888-224-8888 or 262-938-5706.
SBC Long Distance ABS Platform Escalation List
(Platform issues only – single users report to
Customer Trouble Management)
Escalation Level
1st Level Escalation
Platform outage
2nd Level Escalation
3rd Level Escalation
4th Level Escalation
Contact
Office
Brookfield NMCOperations Team Leader
Matt Forsthoefel
Area Manager – Network
Management Center
Danny White
Area Manager – Technical
Support
Joe Jacob Director
Technical
Support/Network
Operations
Pager
888-224-8888
or
262-938-5706
262-938-5647
414-407-5665
262-938-4122
414-407-3054
262-938-5744
414-515-0247
5th Level Escalation
Ron Ginter
RVP- Network Operations
262-938-5700
SBC/BP DOC
Customer Trouble
Management (CTM)
877-937-2722
________________________________________________________________________
Proprietary Information
The information contained in this Agreement is not for use or disclosure outside SBC, Supplier, their Affiliates and their third
party representatives, except under written Agreement by the contracting Parties.
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Services Agreement No. 03031715
SBCLD
Customer Trouble Management
Escalation List
Customer
Trouble
Management
Customer Trouble Management (CTM) is responsible for interfacing
with customers to resolve problems related to services provided by
SBCLD.
Level
Contact
Phone Number
7x24
7x24
866-233-0843
opt 2
877-937-2722
2nd Level
CTM
Team Leaders
Nancy Barno
Michele Duame
Matt Klatkiewicz
Kristal Shaw
262-358-3304
262-358-3304
3rd Level
CTM Area
Managers
Sandra Sherretts
262-938-5691
262-983-0785
Joe Jacob
262-938-5744
414-791-1350
Ron Ginter
262-938-5700
414-412-9118
1st Level
Frame/ATM
All Other Issues
4th Level
Director
5th Level
Executive
Director
Pager Number
Escalation
Guide
Escalate to
next level
every 2 hours
or as
negotiated
Escalate to
next level
every 2 hours
or as
negotiated
Escalate to
next level
every 2 hours
or as
negotiated
Escalate as
negotiated
Escalate as
negotiate
________________________________________________________________________
Proprietary Information
The information contained in this Agreement is not for use or disclosure outside SBC, Supplier, their Affiliates and their third
party representatives, except under written Agreement by the contracting Parties.
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