Carrier Order Action Guide

Questions about your next carrier order? optric.com/carrier The carrier says itʼs done. Now what? CARRIER ORDER ACTION GUIDE A “completeˮ notice doesnʼt always mean your service is tested, handed off or billed correctly. Find your situation and leave every call with a next step. 01 02 ASK THE CARRIER YOUʼRE DONE WHEN YOUʼRE DONE WHEN “For service [ID], what are the completion date, test boundary, available results and billing start date? What notice requirements apply?” Have your own technical team test it the way youʼll actually use it. A carrier test only proves the circuit works up to their end. Write down what you find and report problems the way your agreement says to. You have test results, the name of whoever ran them, a ticket number if thereʼs an issue and a date for the next update. “The approved order specifies [X]; delivery shows [Y]. What is the correction plan, who owns it, and when is the next update?” Pull up the final approved order, including any changes made along the way, and compare it to what was installed. Save the service ID and note exactly what doesnʼt match. You have a clear explanation or a plan to fix it, a named person responsible and a follow-up date. Carrier completion, billing and your internal handoff can happen at different times. Installed, but not tested Not what you ordered ASK THE CARRIER WHAT TO DO WHAT TO DO

Questions about your next carrier order? optric.com/carrier Hand it off properly CARRIER ORDER ACTION GUIDE Once the service is working, your operations and finance teams need what it takes to support it and pay for it. 03 ASK OPERATIONS YOU’RE DONE WHEN “Whoʼs taking over service [ID]? Whereʼs the inventory record, and who do we call for support or escalation?ˮ Name one person in operations as the owner. Give them the handoff details and make sure they can open a carrier ticket on their own. Thereʼs a named owner, records they can get to, a support contact and a handoff date. It works, but nobody owns it 04 “Can you please explain [invoice line] and which part of our order it comes from? If itʼs wrong, whoʼs fixing it and when will I hear back?ˮ Before the first bill arrives, save a copy of the pricing and terms you agreed to. Whoever handles invoices should check the bill against the final order and keep track of anything thatʼs off. The charges match what you expected. If not, you have an explanation, a case number, an owner and a follow-up date. First bill is due or looks wrong Donʼt hang up without a next step Every open issue needs four things written down: what it is, whoʼs responsible, what happens next and when youʼll follow up. Checking the first invoice is your responsibility. OPTRICʼs bill review currently covers AT&T service only. Your order and agreement are what actually govern billing, formal acceptance and notice deadlines. WHAT TO DO ASK THE CARRIER YOU’RE DONE WHEN WHAT TO DO

Questions about your next carrier order? optric.com/carrier Replacing an existing circuit CARRIER ORDER ACTION GUIDE Close out the old service with care. 05 CONFIRM READINESS FOLLOW THE BILLING Make sure the replacement is tested and ready. Check that the old circuit is no longer needed, including for backup or any dependent service. Have an authorized person submit the disconnect request through the carrier’s process, in line with the agreement. A replacement does not automatically cancel the old service. Keep the request reference and confirmed disconnect date. Check subsequent bills to confirm the old service’s charges stop as agreed, and track remaining charges through to resolution. The authorized disconnect is confirmed, the old service is removed from your inventory, and billing has stopped as agreed or any remain- ing charges have a named owner and next step. The new circuit replaces an old one AUTHORIZE THE REQUEST YOU’RE DONE WHEN Expert perspective: Dan Healy, VP of Operations, OPTRIC dan.healy@optric.com Your order and agreement govern disconnect terms, notice requirements and charges.