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Service Assurance Warranty (SAW)

Customer Billing Education Package. Service Assurance Warranty (SAW). Purpose. To provide customers with an understanding of Service Assurance Warranty (SAW) credits, how they are applied and how they will appear on the customer’s bill FCC tariff section 2.4.4. Service Interruption Defined.

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Service Assurance Warranty (SAW)

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  1. Customer Billing Education Package Service Assurance Warranty (SAW)

  2. Purpose • To provide customers with an understanding of Service Assurance Warranty (SAW) credits, how they are applied and how they will appear on the customer’s bill • FCC tariff section 2.4.4 Private/Proprietary: Not for Use or Disclosure Outside BellSouth Except Under Written Agreement

  3. Service Interruption Defined • A service is considered interrupted when: • it becomes unusable due to failure of a facility component used to furnish service • the protective controls applied by BellSouth result in the complete loss of use of the service by the customer Private/Proprietary: Not for Use or Disclosure Outside BellSouth Except Under Written Agreement

  4. Intent • This commitment by BellSouth enables customers who experience service interruptions in access transport services to receive a credit for a percentage of their monthly recurring charges Private/Proprietary: Not for Use or Disclosure Outside BellSouth Except Under Written Agreement

  5. When does a Service Interruption Begin and End • The start of a service interruption period begins the moment the customer reports the service interruption to BellSouth • The customer is responsible for isolation of the trouble and BellSouth is in cooperative testing until the correct circuit ID is provided • The interruption period ends once the service is operative • Tickets put in a delayed maintenance state for issues such as no access have the service interruption period reduced by the amount of time the ticket was in delayed maintenance Private/Proprietary: Not for Use or Disclosure Outside BellSouth Except Under Written Agreement

  6. Applicable Products • SMARTRing® Systems • SMARTRing® Interfaces • LightGate® Service • SMARTPath® Service • SPA DS1 Service • SPA DS0 Service • DDAS Service • Analog • Video • Telegraph Private/Proprietary: Not for Use or Disclosure Outside BellSouth Except Under Written Agreement

  7. How Credit Allowances are Applied * Serving Wire Center Zones can be found in the FCC Tariff, Section 2.4.4 (B) (10) Private/Proprietary: Not for Use or Disclosure Outside BellSouth Except Under Written Agreement

  8. How Credits are Applied • In no case shall the credit allowance for an interruption or for a series of interruptions exceed the monthly rates or the assumed minutes of use charge for the service interrupted in any one monthly billing period Private/Proprietary: Not for Use or Disclosure Outside BellSouth Except Under Written Agreement

  9. SMARTRing® System Outages • The credit shall equal the total of all the monthly charges for the service provided, however, no more than one credit shall apply per any given rate element for any given month regardless of the number of interruptions occurring during that month Private/Proprietary: Not for Use or Disclosure Outside BellSouth Except Under Written Agreement

  10. SMARTRing® Outage Credits • For service interruptions of individual channel interfaces on SMARTRing service which do no constitute a total ring failure, credit shall be allowed for interruptions of one minute or more. • For service interruptions of services connecting to SMARTRing service, credit shall be allowed for an interruption of 30 minutes or more • Credit allowances will not apply if service is interrupted during customer requested upgrades and/or additions to the SMARTRing service Private/Proprietary: Not for Use or Disclosure Outside BellSouth Except Under Written Agreement

  11. DS1 Service Outages • Credit allowances for service interruptions on DS1 service are based on the zone of the wire center* and are credited as billed • Zone 1: Credit allowance after 1 minute outage • Zone 2 and 3: Credit allowance after 30 minute outage * Serving Wire Center Zones can be found in the FCC Tariff, Section 2.4.4 (B) (10) • If a circuit crosses 2 zones, SAW is credited at the higher rate, as it is billed. Private/Proprietary: Not for Use or Disclosure Outside BellSouth Except Under Written Agreement

  12. LightGate® Service Outages • Credits will be applied to the monthly rate associated with each activated interface affected after ratcheting adjustments where service interruptions are greater than one minute. Private/Proprietary: Not for Use or Disclosure Outside BellSouth Except Under Written Agreement

  13. Data Service Outages • For Exchange Access Frame Relay, Exchange Access Connectionless Data Service and Exchange Access ATM service, no credit shall be allowed for an interruption of less than 30 minutes • For Managed Shared Frame Relay Service and Managed Shared ATM Service, credits will apply as follows Private/Proprietary: Not for Use or Disclosure Outside BellSouth Except Under Written Agreement

  14. When Credit Allowances do not apply • SIG does not apply when: • Interruptions are caused by the negligence of the customer • Interruptions of service are due to the failure of equipment provided by the customer or others • Interruptions of service during any period when the customer is not afforded access to the premises • Interruptions of service when the customer has released the service to BellSouth for maintenance, rearrangements or for changes in service • Credit amount is less than $1 • Interruptions due to commercial power failure • Interruptions due to labor difficulties, governmental orders, civil commotions, criminal action against BellSouth, acts of God, acts of war, or circumstances beyond BellSouth’s control • Orders with advanced service intervals Private/Proprietary: Not for Use or Disclosure Outside BellSouth Except Under Written Agreement

  15. How SAW Credits will appear on your bill OCT 16 02 SO ZXXXXXX0028 This circuit is a DS1 in Zone 2 with 2 local channels. CIRCUIT NUMBER 38.HCFS.XXXXXX..SB PIU 0 The circuit was out of service for 38 minutes on 09/17/02. CIRCUIT LOCATION 0001 The outage of 31 – 150 minutes allows for credits of 25% ONE TIME CREDIT FOR SERVICE ASSURANCE of the monthly recurring charges of $130.00 for each local WARRANTY channel. 25% of each local channel is 0.25 * $130.00 = SERVICE INTERUPTION DATE - 02/09/17 $32.50 credit for each local channel. DURATION OF INTERUPTION - 0000 HRS 38 MIN TMECS 1 CHANNEL TERMINATION-PER POINT OF TERMINATION PIU 0 INTRASTATE - GA - EC 5192 32.50CR CIRCUIT LOCATION 0002 PIU 0 ONE TIME CREDIT FOR SERVICE ASSURANCE WARRANTY SERVICE INTERUPTION DATE - 02/09/17 DURATION OF INTERUPTION - 0000 HRS 38 MIN TMECS 1 CHANNEL TERMINATION-PER POINT OF TERMINATION PIU 0 INTRASTATE - GA - EC 5192 32.50CR NET EFFECT OF SO ZXXXXXX0028 PER MONTH FRACTIONAL ONE-TIME BILLED AMOUNT TOTAL - GA - EC 5192 0.00 0.00 65.00CR 65.00CR Private/Proprietary: Not for Use or Disclosure Outside BellSouth Except Under Written Agreement

  16. Frequently Asked Questions • Where can I find SAW Information in the tariff? • SAW can be found in the FCC Tariff, Section 2.4.4 • My OC48 SMARTRing service was out of service twice this month, but I only received 1 set of SAW credits. • No more than one credit shall apply per any given rate element on a circuit for any given month regardless of the number of interruptions occurring during the month • I had 2 DS1 circuits in Atlanta and Mobile out of service for 5 minutes, but I only received SAW credits for the Atlanta circuit, why? • DS1 outages are based on the zone of the wire center*. Atlanta is in Zone 1 and credit allowances are given for outages exceeding 1 minute. Mobile is in Zone 2 and credit allowances are only given for outages exceeding 30 minutes. * Serving Wire Center Zones can be found in the FCC Tariff 1, Section 2.4.4 (B) (10) Private/Proprietary: Not for Use or Disclosure Outside BellSouth Except Under Written Agreement

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