ATI Service Level Standards

Below are ATI's service level standards. These are the reponse parameters to be delivered to our end users with resolution being exacted as soon as the network can accomplish the required work.

PROVISIONING INTERVALS

ORDER TYPE	GLOBAL CROSSING	QWEST	QUALIFIER
New DS1	45 Business Days	30 Business Days	ATI provided loop
New DS3	60 Business Days	45 Business Days	ATI provided loop
New OC-3	60-90 Business Days	60 Business Days	ATI provided loop
Add New Dedicated 8XX	3-5 Business Days	7-10 Business Days	w/o Enhanced Routing
Change Order DS1	30 Business Days	30 Business Days
Change Order DS3	30 Business Days	30 Business Days
Change Order OC3	30 Business Days	30 Business Days
Change Order Dedicated 8XX	7-10 Business Days	7-10 Business Days	w/o Enhanced Routing
Vanity Numbers		24-48 Hours	Contact TAM via Email

REPAIR INTERVALS

Normal Business Hours: 8:00 a.m. - 5:00 p.m. PST

ISSUE	MAX TIME TO RESPOND	MAX TIME TO FIX	MAX TIME TO STATUS
Circuit Down	Immediate	4 hours	30 minutes
Circuit Impaired	Immediate	6 hours	2 hours
Individual Call Issue	Immediate	4 hours	2 hours

After Hours:  5:00 p.m. - 8:00 a.m. PST  Monday- Friday and 24 Hours on Weekends and Holidays 

ISSUE	MAX TIME TO RESPOND	MAX TIME TO FIX	MAX TIME TO STATUS
Circuit Down	30 minutes	4 hours	30 minutes
Circuit Impaired	30 minutes	6 hours	2 hours
Individual Call Issue	30 minutes	4  hours	2 hours

The actual time that it requires to exact a repair will be dependent upon the ability of the underlying carrier to isolate, identify, and repair the problem. Esclations will be made within the Long Distance Carrier as often as allowable by their internal SOP.