Guidelines for NSPRC Presentations

1. Guidelines forNSPRC Presentations • Each Supplier has a NSPRC Member advocate who must be briefed in advance on the material you plan to present. There may be some topic that the NSPRC membership wants to make part of your presentation, and your advocate will advise you. Your advocate will make introductory and concluding remarks for your presentation. Presentations should be submitted to the NSPRC Member advocate at least ten days in advance of the meeting so they may be reviewed by the Service Provider SMEs. • There are key elements to be included in every Supplier presentation: • Provide an overview of your Customer Technical Support organization for all appropriate products. Include escalation paths to the VP level, contact names, and complete contact information. • Review all Action Items from previous NSPRC meetings. • Review the “Hot List” issues that were identified by your NSPRC advocate and active PCNs. • Review the measurements requested by NSPRC. • Suppliers are required to report on products that are deployed in two NSPRC Member networks • Show results for the most recent 4 consecutive quarters of available data • Identify any measurements that are below objective in the most current two quarters • Describe the corrective action plan to raise performance to objective • Review the Top 5 Outage Duration Events • Review how Supplier products supports and evolves into new technology and how reliability improves. Identify what existing products the new product is replacing.

2. Example NSPRC Presentation

3. AGENDA • 10:00 AMIntroduction... NSPRC Advocate • 10:05 AMOrganizational Overview... Vendor • 10:05 AMAction Register, Hot List and Vendor • Active PCNs • 10:40 AMTL9000Measurements Vendor • 10:55 AM Top 5 Outages Vendor • 11:05 AMNew Product Evolution Vendor • 11:30 AMConcluding Remarks Vendor/NSPRC Adv • Note – the Agenda template depicts the percentage of time the Supplier should spend on each topic: • 40% Action Register, Hot List & Active PCNs • 15% TL9000 Measurements • 15% Top 5 Outages • 30% New Product Evolution (How is new product evolution improving reliability?)

4. Organizational Structure & Overall Status • If this is your first NSPRC meeting then the corporate structure and status may be of interest. • For subsequent meetings, concentrate on the structure and status of your customer technical support organizations • Show escalation paths with names and full contact information. • This is a good opportunity to communicate process improvements concerning customer service to your customer. • Remember that some of the NSPRC members may have changed, even if your organization hasn’t. Agenda

5. Action Register Items • Action Item Number • Description • Previous Status • Updated status Agenda

6. Hot Issues & Active PCNs • Description of hot issue • Reference material such as Call Report numbers, Engineering complaints, etc. • Resolution or plan to move forward • Identify any Active PCNs that may affect NSPRC Agenda

7. TL9000 Metric Assessment TL9000 RESULTS Agenda

8. TL9000 Summary – (PR Metrics)

9. TL9000 Measurement XYZ is not meeting the objective. Current Worst in Class= ___ Current Best in Class = ___ Current Industry Average/NSPRC Objective = ____ Current Performance= ___ Why do we not meet the Current Industry Average/NSPRC Objective? What is the Corrective Action Plan to become compliant with the objective? TL9000 Measurement XYZ XYZ

10. Continue daily xxxxx. Concept was proven in the market for more than 2 years. Vendor has issued a Technical Bulletin recommending the above changes Continue to track XYZ performance at NSPRCs And monitor trends over time Recommendation Summary

11. Each Vendor is expected to review the Top 5 Outages using the following guidelines: The maximum number of outages to be covered would be five The max of five outages to be covered is for the entire set of products for which the supplier presents data within their NSPRC presentation not five per product. Your supplier facilitator may request that specific outages be included within your Top Five Outage Presentation (these may or may not meet the criteria listed below). If so, this request will come a minimum of 30 days before your presentation. Requested outages to be covered are to be included within the presentation, replacing the shortest outage from the top 5 meeting criteria below. That is, the maximum number of outages to be covered remains five – the NSPRC requested outages are not in addition to the five that would be presented had no specific outages been requested. Outages eligible for inclusion would be all outages which have occurred since the supplier’s last presentation at NSPRC. Only outages which have incurred within the network of a NSPRC member company are to be considered. Top 5 Outages should be based on total impact. Total impact is the amount of bandwidth or customers affected times the outage duration. Suppliers with both event types should report the highest total impact of three bandwidth and two customer outages. Top 5 Outage Duration Events

12. Product Evolution • Identify how your product’s evolve and reliability improves with new technology like Network Function Virtualization and Software Defined Networks. This should include what existing products the new product is replacing. Agenda