Bitstream Backhaul Service IPM Bitstream Backhaul Service Industry Process Manual 13/06/17 Version 2.0 - Final 1 Bitstream Backhaul Service IPM Version Control Version Status Update Effective Date Version 1.1 Rebranded April 2016 V2.0 Final This document is based on V1.1 13/06/2017 Implementation of Standardised Change Control. This document follows change control procedure: Proposed is defined as a document status when the approved document is uploaded to Proposals Section of open eir Website. Final is defined as a document status when the approved document is uploaded to the relevant section of the open eir Website following the publication period. For information: Historical Document History Table located at end of Document. Publish means the action of uploading a document to the website regardless of status or location. control operates. 13/06/17 Version 2.0 - Final 2 Bitstream Backhaul Service IPM Table of Contents 1 Introduction ................................................................................................................................................ 7 1.1 General ................................................................................................................................................... 7 1.2 Definition of the Bitstream Backhaul Service .......................................................................... 7 2 Forecasting Process .............................................................................................................................. 10 3 Order Handling ....................................................................................................................................... 10 3.1 Overview ........................................................................................................................................... 10 3.2 Order Types...................................................................................................................................... 11 3.2.1 Bitstream Backhaul Link Order Form .............................................................................. 12 3.2.2 Radius Profile Order Form .................................................................................................. 12 3.3 Provide Order Process ................................................................................................................. 13 3.3.1 Pre-Order Phase .................................................................................................................... 13 3.3.2 Provide order for BECS ....................................................................................................... 14 3.3.3 Provide order for BCS .......................................................................................................... 15 3.4 Upgrade order process ................................................................................................................ 16 3.5 Downgrade order process ........................................................................................................... 17 3.6 Cease order process .................................................................................................................... 18 3.7 Cancel order process .................................................................................................................. 20 3.8 Move order process ...................................................................................................................... 20 3.9 Change Order process ................................................................................................................ 21 3.9.1 Add/Remove Domain Names ............................................................................................ 23 13/06/17 Version 2.0 - Final 3 Bitstream Backhaul Service IPM 3.9.2 Add/Remove Home Gateway Addresses ...................................................................... 24 3.9.3 Change Routing Options .................................................................................................. 25 3.9.4 AS Number (ASN) .................................................................................................................. 26 3.9.5 Change the BGP password .............................................................................................. 26 3.9.6 Change MTU Size ................................................................................................................. 26 3.9.7 S-VLAN ..................................................................................................................................... 26 3.10 Bitstream Managed Backhaul ................................................................................................... 27 3.10.1 Overview of Bitstream MB set-up ..................................................................................... 27 3.10.2 Operator Requirements when subscribing to Bitstream MB ................................... 28 3.10.3 Order Process for the additional VLAN .......................................................................... 28 3.11 Migration Orders .......................................................................................................................... 29 4 Fault Management Process ................................................................................................................ 31 4.1 Fault Definitions ............................................................................................................................. 31 4.2 Fault Process.................................................................................................................................. 32 4.2.1 Fault Reporting ..................................................................................................................... 32 4.2.2 Fault Response ..................................................................................................................... 32 4.2.3 Fault Resolution .................................................................................................................... 32 4.2.4 Parked Time ........................................................................................................................... 35 4.3 Fault Management Escalation Process ................................................................................. 35 4.4 Maintenance .................................................................................................................................. 36 4.4.1 Maintenance Definitions .................................................................................................... 36 4.4.2 Planned Maintenance Notification Procedure ............................................................. 37 4.4.3 Planned Maintenance Procedure .................................................................................... 37 4.4.4 Notification Process and Timescale for Planned Maintenance .............................. 37 13/06/17 Version 2.0 - Final 4 Bitstream Backhaul Service IPM 4.4.5 Escalation Process for Planned Maintenance ............................................................ 38 4.5 Unplanned Maintenance ............................................................................................................ 38 5 Billing ......................................................................................................................................................... 39 5.1 Bill Design ....................................................................................................................................... 39 5.2 Bill Frequency ................................................................................................................................ 40 5.3 Bill Presentation ............................................................................................................................ 40 5.4 Summary Bill .................................................................................................................................. 40 5.5 Bill Categories ................................................................................................................................ 41 5.5.1 Installation (Provision, Downgrade, Upgrade) Charges ........................................... 41 5.5.2 Bitstream Rental .................................................................................................................... 41 5.5.3 Cease Charges .................................................................................................................... 42 5.5.4 Minimum Term ....................................................................................................................... 42 5.5.5 Usage Charges ..................................................................................................................... 43 5.6 Other Charges .............................................................................................................................. 44 5.6.1 Fault Related Charges ....................................................................................................... 44 5.7 Bill Start Dates ............................................................................................................................... 44 5.8 Payment Terms .............................................................................................................................. 44 5.9 Payment Method .........................................................................................................................