Section 407-201-4 - SERVICE QUALITY INDICATORS (METRICS) AND SERVICE QUALITY STANDARDS (BENCHMARKS) FOR NON-PRICE CAP ILECSNon-Price Cap ILEC Service Providers shall report to the Commission on the five service quality metrics established in Section 4(C) of this Chapter. The benchmarks represent a reasonable and adequate level of service quality for customers.
A.Adjustment of Benchmarks. The Commission may adjust the Service Quality Standards for Non-Price Cap ILEC Service Providers in a future rule-making.B.Service Provider Performance. Non-Price Cap ILEC Service Providers' actual reported performance for each metric must be equal to or better than the benchmark. Actual performance is considered equal to or better than the benchmark if the reported result is less than or equal to the benchmark. If performance fails to meet the benchmark, the Commission may open an investigation and may impose a penalty, rebate or rate reduction pursuant to Sections 6 and 7 below.C.Description of Service Quality Metrics and Required Benchmarks. The following service quality metrics and corresponding bench marks are applicable to Non-Price Cap ILEC Service Providers: 1.Percentage of Installation Appointments Not Met (Company Reasons)a.Metric Description. This metric measures the percent of total completed orders for which the service provider did not meet the committed due date because of Non-Price Cap ILEC Service Provider reasons. The actual result is calculated by dividing the number of service appointments for which the due date was not met by the total number of scheduled appointments. When an appointment is not met due to other than Non-Price Cap ILEC Service Provider reasons, including a rescheduling of the appointment at the request of the customer, the appointment is not considered a miss for the purposes of service quality reporting.2.Average Delay Days for Missed Appointmentsa.Metric Description. This metric measures the average number of business days between the order due date and work completion date for orders missed due to Non-Price Cap ILEC Service Provider reasons. The result for this metric is calculated by summing the number of business delay days between the appointment due date and the completion date, and then dividing that sum by the number of missed appointments.3.Network Trouble Report Ratea.Metric Description. This metric measures the number of customer reported network troubles per 100 lines with in the calendar month. The result is calculated by dividing the number of customer trouble reports to the Non-Price Cap ILEC Service Provider by the number of the Non-Price Cap ILEC's access lines divided by 100. Troubles that are not network related are not included.4.Percentage of Network Troubles Not Resolved Within 24 Hoursa.Metric Description. This metric measures the percentage of network-related service troubles reported to the Non-Price Cap ILEC Service Provider that were not cleared within 24hours. The metric is calculated by dividing the number of customer trouble reports that are not resolved within 24 hours by the total number of network-related customer trouble reports.5.Service Outagesa.Metric Description. This metric measures service out ages of at least 500 access lines caused by the same occurrence that are out of service over five minutes. This metric is calculated by summing all of the occurrences where at least 500 customers are out of service for at least five minutes. The actual reported result is the cumulative number of outages over the most recent twelve month reporting period.65- 407 C.M.R. ch. 201, § 4