Business Unit Agreement between SBC Telco and SBCLD
Business Unit Agreement (BUA)
for
Billing Inquiry Services
between
SBC Long Distance
and
SBC Telco
PROPRIETARY and CONFIDENTIAL
Not for disclosure outside SBC Affiliates.
Business Unit Agreement between SBC Telco and SBCLD
Table of Contents
1. DOCUMENT OVERVIEW ................................................................................................................1
1.1 Purpose ........................................................................................................................................1
1.2 Scope ...........................................................................................................................................1
1.3 Assumptions ................................................................................................................................1
1.4 Change Management Process ......................................................................................................1
1.5 Definitions, Acronyms & Abbreviations .....................................................................................2
2. PROVISION OF BILLING INQUIRY SERVICES .......................................................................3
2.1 Roles and Responsibilities...........................................................................................................3
2.2 Workflow and Communications .................................................................................................3
2.3 Call Quality .................................................................................................................................5
3. TRAINING ...........................................................................................................................................5
3.1 Initial Training .............................................................................................................................5
3.2 Continuation Training .................................................................................................................5
4. SYSTEM SUPPORT ..........................................................................................................................6
4.1 System Support Documentation ..................................................................................................6
4.2 System Availability & Reliability ...............................................................................................6
4.3 SBCLD / IT Service Level Agreement ........................................................................................................ 7
4.4 Scheduled Maintenance ...............................................................................................................7
4.5 System Outages & Trouble Tickets .............................................................................................7
4.6 Technical Assistance: ..................................................................................................................8
4.6.1
Off-site.............................................................................................................8
4.6.2
On-site .............................................................................................................8
4.7 Reports.........................................................................................................................................8
5. APPROVALS .......................................................................................................................................9
ATTACHMENT 1 HELP DESK DEFINITION OF PRIORITIES ...................................................10
PROPRIETARY and CONFIDENTIAL
Not for disclosure outside SBC Affiliates.
Business Unit Agreement between SBC Telco and SBCLD
1.Document Overview
1.1 Purpose
1.1.1 This Business Unit Agreement (BUA) is an amendment to and further defines the inquiry
procedures set forth in the Billing and Collections Agreement between SBC Long Distance
(SBCLD) and SBC Telco dated 3/1/2000 (Southwest) and 12/18/2002 (West). This document sets
forth in greater detail the billing inquiry support responsibilities of each company. The effective
date of this Amendment is April 30, 2003.
1.2
Scope
1.2.1 This BUA covers Billing Inquiry Services for:





SBCLD Voice Products
SBCLD Dedicated Voice
SBCLD Data Products
SBCLD Billing Products
Additional SBCLD charges that may be agreed to by the parties.
Billed via:
 SBCLD Direct Bill (business segment only)
 SBCLD Shared Bill (business and consumer segments)
1.3
Assumptions
1.3.1 This document is intended for SBC Telco Business and Consumer segments.
1.4
Change Management Process
1.4.1 This Agreement will be in effect for one year and may be extended by mutual agreement of both
parties. This Agreement may be modified by mutual agreement of both parties prior to the
expiration date.
1.4.2 For subsequent changes to this BUA, the following steps will be taken:
Step 1:
Step 2:
The Party initiating the change request shall submit it in writing to the other Party.
The other Party shall respond within 21 days of receipt of the Change Request
whether it is willing or not to proceed with the Change Request, or willing to
proceed with Modifications. If the Party accepts the Change Request or accepts
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Business Unit Agreement between SBC Telco and SBCLD
the Change Request with modifications, the Parties shall amend this Agreement to
reflect the agreed upon Change Request.
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Business Unit Agreement between SBC Telco and SBCLD
1.5
Definitions, Acronyms & Abbreviations
TERM
DEFINITION
BCS
BCS Sales Operations
Business Communications Services – Business
Staff support group for Business Communications
Services
Includes basic explanation of customer bills
(including optional price plans), sustaining of
appropriate charges - including thorough toll
investigation of all calls (domestic and
international calls), issuance of necessary credits,
and initiation of necessary order or record
correction.
Guiding Principle: If SBCLD proposes to
introduce new procedures and/or make process
changes that may impact existing SBC Telco
processes, SBCLD and each SBC telco agree to
work jointly to evaluate potential impacts on a
case-by-case basis before the proposed changes
are implemented by SBCLD.
Business Unit Agreement
Consumer Markets Group
Staff support group for Consumer Markets Group
Bill is rendered directly to end-user by SBCLD,
not utilizing the SBC Telco billing system.
Industry Markets Group
Inter-exchange Point of Contact
Information Technology (entity of SBC
Corporation)
SBCLD Pricing Tool
Long Distance Support Center in SBCLD
Local Site Administrator (a.k.a. Local Security
Administrator or Local System Administrator).
Generally the person at a location who interacts
with the systems from a profiling perspective.
Mutual Agreement consists of all parties agreeing
to the requirement. All parties consist of SBCLD
and the Consumer and Business organizations of
each separate SBC Telco.
Resource Solution Center in SBCLD (formerly
known as Call-AMI)
Billing Inquiry Service
BUA
CMG
CMG Sales Operations
Direct Bill
IMG
IPOC
IT
Lattis Pro
LDSC
LSA
Mutual Agreement
RSC
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Business Unit Agreement between SBC Telco and SBCLD
SPOC/RSC Intake
Form
SBCLD
SBCSI
SBC Telco
Shared Bill
SLA
TeLD or TLD
VPT
WOT
1.6
Communication tool utilized by the SBC Telcos
to advise SBCLD of scenarios requiring their
attention associated with SBCLD’s internal
systems.
SBC Long Distance
SBC Services, Inc
Southwestern Bell Telephone, L.P., d/b/a SBC
Oklahoma, SBC Missouri, SBC Texas, SBC
Arkansas and SBC Kansas; Pacific Bell
Telephone Company d/b/a SBC California;
Nevada Bell Telephone d/b/a SBC Nevada;
Illinois Bell Telephone Company d/b/a SBC
Illinois; Indiana Bell Telephone Company
Incorporated d/b/a SBC Indiana; Michigan Bell
Telephone Company d/b/a SBC Michigan; The
Ohio Bell Telephone Company d/b/a SBC Ohio;
Wisconsin Bell, Inc. d/b/a SBC Wisconsin; The
Southern New England Telephone Company.
These entities shall collectively be referred to as
SBC Telco.
SBC Telco bill rendered to the end-user where
both local and long distance charges appear
Service Level Agreement (term previously used
for BUA)
Telegence Long Distance – SBCLD billing and
ordering system
Voice Pricing Tool (SBCLD)
Web Order Tool (SBCLD)
SBCLD and SBC Telco will designate a single point of contact to communicate inquiries associated with
this Agreement.
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Business Unit Agreement between SBC Telco and SBCLD
2. Provision of Billing Inquiry Services
2.1
Roles and Responsibilities
2.1.1 SBC Telco Billing Inquiry Service includes basic explanation of customer bills (including optional
price plans), sustaining of appropriate charges- including thorough toll investigation of all calls
(domestic and international calls), issuance of necessary credits, and (if appropriate) initiation of
necessary order or record corrections. If agreed to by both parties, SBCLD will assist in the
investigation and correction of large volume of adjustments if the SBC Telco is unable to
efficiently process them via the normal manner.
2.1.2 SBC Telco will provide Billing Inquiry Service for direct billed customers (charges billed by
SBCLD) and shared billed customers. In providing billing inquiry services, SBC Telco will utilize
TLD, and if necessary the SBC Telco billing system (e.g.BOSS).
2.1.3 In performing billing inquiry services for SBCLD, SBC Telco will use existing SBC Telco credit
and adjustment guidelines and procedures, and if agreed to by SBC Telco, SBC Telco will
incorporate SBCLD specific inquiry requirements. If agreed to by both parties, SBCLD will assist
in the investigation and correction of large volume of adjustments if the SBC Telco is unable to
efficiently process them via the normal manner.
2.1.4 Escalations will be addressed on an individual case basis, utilizing our current M&P.
2.2
Workflow and Communication
2.2.1 SBC Telco SPOC's are responsible for owning problems and issues resolvable via:

M&P

SBC Telco/SBCLD system account review and correction

System user guides

PIC validation
2.2.2 In some instances, SBCLD will need to resolve billing issues (e.g. recoveries involving taxes and
surcharges, system data not matching customer records, etc.). When there is a discrepancy
between an end-user's records in SBC Telco system (e.g. BOSS) and/or TLD , SBC Telco
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Business Unit Agreement between SBC Telco and SBCLD
SMEs/SPOCs will e-mail requests for assistance to SBCLD and provide
understandable/complete problem/issue description with, as appropriate, supporting materials
and steps taken toward resolving the issues using the SPOC/RSC Intake Form. The SBCLD
RSC will log, assign Priority Level, track, resolve, and perform root cause analysis, including
providing steps toward resolving the issue, of such billing and record discrepancies and notify
SBC Telco of the results by returning the SPOC/RSC Intake Form with the customer account
resolution noted. Additionally, SBCLD will take a proactive approach in identifying
commonalties associated with root cause and addressing them effectively. SBCLD will develop
Action Plans based on the assigned Priority Level. The timeframes are as follows:
Priority Level
Target Action Plan
Level 1
Level 2
Level 3
Level 4
Level 5
1 Business day
3 Business days
5 Business days
10 Business days
1 Calendar month
The parties agree that SBC Telcos can request that SBCLD re-evaluate a priority level provided
to the SBC Telcos. When requested, SBCLD agrees to provide rational for SBCLD’s priority
rating. SBCLD also agrees to consider additional input from SBC Telcos that may result in a
different priority designation. Additionally, root cause analysis will utilize existing examples
provided by the SBC Telco to SBCLD. Additional examples will be determined on a case by
case basis, requiring Director level approval for the SBC Telco to provide additional examples.
SMEs/SPOCs must be on the RSC approved list prior to referring issues to the RSC.
2.2.3 To resolve billing issues on customer billing inquiry calls (which require changes to customer
service orders or records), SBC Telco will make necessary customer order and/or record
corrections within the SBC Telco systems as necessary. SBCLD Telegence will be utilized for
service order or record correction only if mutually agreed to by all parties.
SBC Telco will utilize their current M&P associated with correcting service orders or records. If
it is deemed necessary (based on verification that the order was processed correctly through the
SBC Telco systems) for the correction to occur in Telegence, the SBC Telco will advise SBCLD
of the issue via the established SPOC/RSC Intake Form process.
2.2.4 SBC Telco will issue credits and adjustments in TLD. If Telegence cannot process an adjustment,
the SBC Telco can pursue other options associated with issuing the end-user customer the
appropriate adjustment. These options could include manual adjustments or SBCLD requesting
the SBC Telco initiate an adjustment on their behalf through the IPOC process. In either case,
these options should only be considered under exceptional circumstances and should not be
considered business as usual. Direct bill adjustment issues will follow this same process.
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Business Unit Agreement between SBC Telco and SBCLD
2.2.5 If TLD is accessed, as part of providing inquiry or adjustment services, then the SBC Telco
representative will make appropriate notes in TLD.
2.2.6 All customer inquiry action taken by SBCLD must be noted in TLD using SBC Telco common
acronyms and abbreviations, in addition to the use of standard notations.
2.2.7. All SBCLD process changes affecting SBC Telco’s billing inquiry services (e.g. significant
increase in call volumes) must be communicated to SBC Telco in a timely manner.
Implementation of such TLD changes affecting SBC Telco will be negotiated.
2.2.8 SBCLD's RSC resource will be available during normal SBC Telco business office hours to
assist SBC Telco. In other words, the RSC must be available during the time zone in which each
SBC Telco operates.
2.2.9 SBC Telco and SBCLD will meet as necessary to discuss Billing Inquiry Services.
2.2.10 SBCLD is not staffing its centers with bi-lingual employees; however, SBCLD is procuring
interpretive assistance in the languages supported by the SBC Telco (Spanish, Asian, Polish, etc.)
2.2.11 In some situations, the SBC Telco will need to provide information to SBCLD associated with
direct bills. All parties will mutually agree to the communication tool utilized for direct bills.
2.3
Call Quality
2.3.1 SBC Telco will monitor its service representatives' handling of inquiry calls for SBCLD
according to existing SBC Telco quality guidelines.
2.3.2 SBCLD will not monitor SBC Telco service representatives providing SBCLD billing Inquiry
Service. This includes, but is not limited to, onsite visits. SBCLD does have a need to evaluate
how well SBC Telco service representatives interface with TLD systems. SBC Telco concerns
will be addressed via the normal communication process.
2.3.3 SBC Telco will provide the same quality of service to SBCLD billing inquiry customers as SBC
Telco provides other Billing and Collection Customers.
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Business Unit Agreement between SBC Telco and SBCLD
3.TRAINING
3.1 Initial Training
3.1.1 SBCLD will provide training development support to write TLD training materials for all SBC
Telco personnel who use TLD for account inquiry, billing inquiry, and adjustments. SBCLD will
also provide train-the-trainer support for SBCSI on TLD course materials, as required. The
existing SBC Telco training channel in SBCSI will provide the classroom delivery of this TLD
training.
3.2. Continuation Training
3.2.1 SBCLD will provide Follow-up/Continuation Training updates based on problem root cause
analysis or at the request of the SBC Telco. Specific requests from SBC Telco will be negotiated
on a case by case basis.
3.2.2 Telegence training updates will be coordinated with each SBC Telco prior to being provided via
RSC News Flashes.
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Business Unit Agreement between SBC Telco and SBCLD
4.System Support
4.1
4.2
System Support Documentation
4.1.1
SBCLD will provide SBC Telco with detailed documentation for TLD system updates
and releases. This documentation will include TLD release update documentation created
by the TLD IT team in SBCSI and revised TLD training materials. TLD release update
documentation will be provided 30 calendar days prior to each major system update. If it
is determined that the SBC Telco will be required to establish an internal project to
coordinate with SBCLD’s system update, then SBCLD will be required to provide
sufficient notification so that the SBC Telco will be able to establish, program and initiate
the project in order to meet SBCLD’s release. Revised training materials will be
provided by SBCLD to SBCSI for any required training delivery to support SBC Telco,
when the TLD training system is updated. (The TLD Online Training System database is
maintained by IT in SBCSI, and is normally available 2-3 weeks after each major TLD
system update.) SBC Telco will coordinate any required training delivery through their
existing SBCSI training channel.
4.1.2
SBCLD will provide SBC Telco with timely and advance notice and written
documentation for TLD billing changes that will effect customer-billing records. This
includes, but is not limited to, finance changes to billing records, changes in billing
processes, and system changes. This process is associated with all emergency updates,
monthly releases and other system releases.
System Availability & Reliability
4.2.1 The following SBCLD systems shall be fully functioning and available to SBC Telco to
perform Billing Inquiry Service during hours specified and communicated to SBC Telco:



Telegence
Web Order Tool
Voice Pricing Tool
 LattisPro
(For example: The hours of operation for the SBCLD Data Center support for TLD to
send IR files and receive SBC Telco files transmissions is Sunday through Saturday -24
hours).
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Business Unit Agreement between SBC Telco and SBCLD
4.2.2
SBCLD is responsible for ensuring that all account adjustments and credits performed in
TLD are sent to the SBC Telco system within 72 hours of the adjustment being entered
into TLD.
4.2.3
SBCLD system releases, updates, etc., will take place outside the normal SBC Telco
business office hours. The SBC Telcos must agree to any exceptions to this procedure.
Additionally, SBCLD and SBC Telcos agree to work jointly to ensure exceptions to these
procedures are reduced over time.
4.3 SBCLD / IT Service Level Agreement
4.3.1 Sixty (60) days prior to the estimated date SBCLD believes it will begin providing service
in the specified SBC Telco region, SBCLD will provide SBC Telco with specific
information and timeframes for back-out procedures for enhancements and fixes, Percent
Up Time, system performance levels, Problem Management and Priority Definitions for
SBCLD systems that could impact SBC Telco provision of Billing Inquiry Services to
SBCLD.
4.4 Scheduled Maintenance
4.4.1 SBCLD will provide its system maintenance schedule to SBC Telco.
For example: The data center will have scheduled downtime for maintenance that may
affect TLD file transmission and receipt. This downtime will occur from 10 p.m.
Saturday to 8 a.m. Sunday CST on the first and third Saturdays of the month. SBCLD
will provide SBC Telco with a quarterly notification associated with any scheduled or
anticipated additional system downtime. Additionally, SBCLD will confirm additional
system downtime 21 days in advance.
4.5 System Outages & Trouble Tickets
4.5.1 The SBCLD User Administration group will be the Tier 1 single point of contact for
reporting problems. The User Administration Group is located in Richardson, Texas, and
provides 24X7 support. An example of the type of issue the SBCLD User Administration
group will address is ‘user log-on problems’. Other problems will be addressed via the
RSC Intake Form.
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Business Unit Agreement between SBC Telco and SBCLD
4.5.2 SBC Telco will be advised immediately, via a telephone call or urgent e-mail, of
any outages, estimated restoral time, actual restoral, and any necessary updates for the
SBCLD systems/applications listed below that are used by SBC Telco to provide Billing
Inquiry Services:




Telegence
Web Order Tool
Voice Pricing Tool
LattisPro
4.5.3 SBCLD will be responsible for getting fixes done and any system outages cleared that
may impact SBCLD systems/applications used by SBC Telco for Billing Inquiry Services.
SBCLD will provide SBC Telco a status of the system fix every 2 hours, via a telephone
call or urgent e-mail, until such time the issue is cleared.
4.6 Technical Assistance
4.6.1
Off-site
SBCLD will document and provide to SBC Telco its trouble-reporting procedures (Tier 1,
Tier 2, Tier 3) for SBCLD systems used by SBC Telco. This process would apply when
there is a system outage, log-on problems, password problems, etc.
SBCLD will document and communicate LSA (Local Site Administrator)
duties/responsibilities and procedures.
SBCLD will be available to work with SBC Telco SPOCs during normal SBC Telco
Business Office hours.
Meetings will be scheduled, as required, between SBC Telco and SBCLD to review the
following:


Upcoming system software releases that affect SBC Telco's provision of Bill
Inquiry Services.
System Trouble Ticket/ Issues Management and Resolution (including root cause
analysis and appropriate resolution)
SBCLD will document and communicate support groups':
 Hours of operation
 Responsibilities
 Escalation Procedures
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Business Unit Agreement between SBC Telco and SBCLD
4.7 Reports
4.7.1 SBC Telco and SBCLD will meet to determine what reports will be needed by SBC Telco
to support Billing Inquiry Services. All system reports should be mechanized. Changes
to existing reports may be necessary and will be negotiated between SBC Telco and
SBCLD.
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Business Unit Agreement between SBC Telco and SBCLD
5.Approvals
______________________________________________________________
SBC Southwest Region 5-State - Consumer
Date
______________________________________________________________
SBC Southwest Region 5-State – Business
Date
______________________________________________________________
SBC 2-State – Consumer
Date
______________________________________________________________
SBC 2 State – Business
Date
______________________________________________________________
SBC Telco – Global Business
Date
______________________________________________________________
Date
SBC Long Distance
______________________________________________________________
SBC Industry Markets
Date
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Business Unit Agreement between SBC Telco and SBCLD
ATTACHMENT 1
HELP DESK DEFINITION OF PRIORITIES
The following standard Help Desk Definition of Priorities applies to TLD IR problem situations
when opening Vantive tickets.
Priority 1
Service Level: As Quickly As Possible
Update Intervals: 30
minutes
Priority 1 is a problem that causes CRITICAL business and/or customer impacts. It is
defined by the Availability Team as “any condition affecting an application, system, or
service where the users have limited accessibility or complete inaccessibility to the
functionality of the system during scheduled hours of availability regardless of the
number of users logged on.”
Priority 1 problems could impact a large section of the customer base & results in:
 Impacting customer service by a critical application outage AND no workaround is
available
 Placing customer commitments at risk AND no workaround is available
 Placing the company in non-compliance under legal agreements AND no
workaround is available
 Jeopardizing public trust AND no workaround is available
Examples:
Telegence online outage or degradation
LD Stars outage or degradation
Network Strategies outage or degradation
Ser Service Level: Once the appropriate group is notified, the problem will be fixed as quickly as
possible (within 2 hours for online outages). Until the problem is resolved or a resolution plan
exists, status will be provided every 30 minutes or less via a continuous conference call,
involving Help Desk, Availability Team, Service Management, and the appropriate resolution
group(s).
Priority 2
Update Intervals: 2 hours
Service Level: Workaround < 24 hours
Solution < 48 hours
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Business Unit Agreement between SBC Telco and SBCLD
Priority 2 is a problem that causes SERIOUS business and/or customer impacts that
could include outages of applications that are used by a small percentage of the user
community or billing errors (either by magnitude of the error or by the number of
customers impacted) that affect or have the potential to affect large numbers of
customers. These problems could have severe revenue or company image impacts if
not corrected immediately.
Priority 2 problems could impact a concentrated section of the customer base & results
in:
 Impacting customer service by a critical application experiencing degradation AND
no workaround is available
 Impacting customer service by a recurring problem that is not resolved within 24
hours AND no workaround is available
 Placing commitments at risk AND no workaround is available
 Having the potential to jeopardize public trust AND no workaround is available
Examples:
Billing files not sent to the LEC or Sterling
Application errors (preventing user from completing an activity)
NDM is down
Major billing errors (overbilling or underbilling on bills in process)
Lattis.Pro outage/SOS outage
Service Level: Once the appropriate group is notified, the problem will be
fixed, with a workaround, within 24 hours. The problem will have a full
resolution within 48 hours. The resolution group will call the Help Desk with
status updates every 2 hours (or less if applicable) until the problem is
resolved or there is a resolution plan and estimated time of resolution.
Priority 3
Service Level: 1- 4 weeks
Update Intervals:
Weekly
Priority 3 is a problem that causes MODERATE business and/or customer impacts, for
which an alternative process may exist. These problems typically include some “lag”
time, but if not corrected quickly, could lead to customer and/or business disruption.
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Business Unit Agreement between SBC Telco and SBCLD
Priority 3 problems impacts a smaller subset of the customer base & results in:
 Impacting customer service by a single user experiencing an application degradation
AND a workaround is available
 Placing commitments at risk AND a workaround is available
 Having long term potential to impact public trust AND a workaround is available
Example:
Error/processing reports are not generated
Customers did not receive calling cards
Customers received duplicate bills
Payment not applied
Minor billing errors (affecting a small subset of the customer base)
ServisService Level: Once the appropriate group is notified, the problem will be resolved within 1 – 4 weeks. It
will either be fixed in the next incremental release or will be scheduled for a future release.
Priority 4
Service Level: 4+ weeks
Update Intervals:
Weekly
Priority 4 is a problem that causes MINIMAL business and/or customer impacts.
These problems typically don’t need to be resolved quickly because of their minimal
impact
Priority 4 problems impacts a few customers & results in:
 Impacting customer service by a single user experiencing an application that is not
working properly AND the problem can be successfully circumvented without
immediate adverse impact to service or commitments
Example:
Table with incorrect/missing data
Informational reports generated with incorrect data
Application errors (not preventing user from completing an activity)
Minor billing errors (affecting a few customers)
Service Level: Once the appropriate group is notified, the problem will be resolved in 4+ weeks by being included
in the next incremental release or it will be scheduled for a future release.
* Ticket priorities may always be upgraded to a higher priority if necessary
Note: This interface is a Priority 2 application/interface and would not have a trouble ticket assigned higher than
Priority 2. However, if the trouble ticket is not resolved within the 24 hour service level it may be escalated to a
Priority 1.
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