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Managed BroadbandService DescriptionCorporate HeadquartersiPass Inc.3800 Bridge ParkwayRedwood Shores, CA 94065 USAwww.iPass.com 1 650-232-4100Ma n a g e d B r o a d b a n d S e r vi c e D e s c r i p t i o nVersion 1.0, 7.27.2011 2011 iPass Inc.Page 11
OverviewInternet based IPVPNs provide enterprises with cost-effective high-performance network infrastructure.However, the effort involved with procuring broadband connectivity and providing ongoing support acrossmultiple ISPs can cut into an IT budget and ultimate ROI. iPass provides a fully managed, turn-key IPVPN solutions known as Branch Office and Retail Office. However, some companies prefer to maintaintheir own VPN infrastructure and need a less complex service offering that addresses the difficulties indelivering and supporting broadband Internet access to commercial locations. iPass’ Managed Broadbandservice provides this solution.Key Features of the iPass Managed Broadband Service include: Comprehensive coverage – iPass Managed Broadband provides iPass' aggregated broadband networkof more than 160 leading cable and DSL providers in the US, Canada, and the United Kingdom Consolidated Billing – A single bill integrating the complexity from the supplier and provider invoicesallows IT managers to more easily manage their month-on-month budgets. And, with fewer resourcesspent on managing multiple vendors and multiple invoices, greater focus can be placed on the corebusiness and meeting corporate objectives. Service Level Agreement and Reporting - A comprehensive SLA with metrics that are measured andreported on monthly. The SLA details performance targets and offers remediation in the form of servicecredits. Planned Deployment – Managed Broadband customers are each assigned a Project Manager tooversee and coordinate each deployment from order placement through to installation. iPassaccomplishes this through a well-disciplined process, developed to assure customer satisfaction. Support – Ongoing customer care and technical support is provided to each corporation on a 24x7 basis.On-Line tools and portals are available for corporate IT managers to access ordering placement andinformation, invoicing data, and open or track customer care ticket detail. iPass also continues to manageand maintain its access provider base and network infrastructure for its customers to continue to improveon performance and user availability.Service Description SummaryThe following service elements are included to each endpoint as part of the Managed BroadbandService component service offering: DSL/Cable Internet connectivity which incorporates an ISP CPE modem Use of one dynamic IP address for the Customer owned CPE on its WAN interface. 24 x 7 technical support Help Desk to Help Desk support provided by iPass’ Global Support CentersMa n a g e d B r o a d b a n d S e r vi c e D e s c r i p t i o nVersion 1.0, 7.27.2011 2011 iPass Inc.Page 22
Additional integrated deployment and ongoing maintenance services are outlined below: Service ManagementoOn-Line Portal Access Ordering Messaging TicketingoRMA management of ISP CPEoInvoicingoReportingoService LevelsProject/Implementation ManagementManaged Broadband customers are assigned to a team of specialists to manage and coordinate eachsite from order placement through to installation. iPass accomplishes this through a welldisciplined process, developed to assure customer satisfaction.Netw ork CoverageiPass features one of the largest coverage footprints in North America, with coverage via iPass'aggregated broadband network of more than 150 leading providers who combined, can offer 100%coverage using technologies such as Cable, DSL, Cellular Data and T1.BillingA single bill allows IT managers to more easily manage their month-on-month budgets. And, withfewer resources spent on managing multiple vendors and multiple invoices, greater focus can beplaced on the core business and meeting corporate objectives.iPass PortaliPass provides customers a detailed web portal with access to information such as, ordermanagement, trouble tickets and SLA reports.Service Levels Ag reement (SL As)A comprehensive set of SLAs are measured and reported on monthly. iPass offers specificperformance targets for each SLA and provides remediation in the form of service credits andcontract releases.Broadband ProvisioningMa n a g e d B r o a d b a n d S e r vi c e D e s c r i p t i o nVersion 1.0, 7.27.2011 2011 iPass Inc.Page 33
iPass offers a fully managed provisioning service that takes all the worry and complexity out of theordering process. A customer simply needs to provide iPass with the specific location informationwhere service is required and a staff of provisioning specialists will take the order from inceptionthrough to completion ensuring the timely and accurate installation of all components of the iPassservice.Installation ServicesInstallation of the iPass service can either be achieved through a self install kit that the customer caninstall themselves or through the use of iPass’ 3rd party Field Services Technicians. Most RetailOffice customers opt for the latter as it proves to be more reliable and scalable when deployinghundreds or even thousands of locations over a short period of time.Technical Assistance CenteriPass provides 24x7x365 Technical Assistance Centers for our services that allow for around theclock monitoring and problem resolution.Service ManagementImplementationThe implementation process is broken down into four phases plus the initial sales negotiation period.The figure below depicts each of the phases and the process flow all the way through until thetransition into an account maintenance gDevelopmentPre contractDeploymentTransitionMaintenanceDuring the planning and development phases the Implementation Services team will provide aDetailed Project Plan that clearly articulates all deliverables and milestones so successfully completethe customer deployment in an accurate and timely manner.Project PlanThe Project Plan outlines the tasks and subtasks with the corresponding resources needed tocomplete the project. A key component of the Project Plan is the timeline set with milestones fromthe Planning Phase through the Transition Phase. The Project Plan is the roadmap and helps drivethe project to completion. The Project Plan is a real-time document that is updated as the projectMa n a g e d B r o a d b a n d S e r vi c e D e s c r i p t i o nVersion 1.0, 7.27.2011 2011 iPass Inc.Page 44
moves forward and is used both internal as well as externally to the customer. A Project Plan isdeveloped for every project.Solution PlanThe purpose of the Solution Plan is to provide a comprehensive document that details all of theagreed upon deployment requirements of the solution for a customer. Specifically, the Solution Planprovides a reference for the combination of processes and procedures required to satisfy acustomer’s requirements.The Solution Plan addresses customer requirements in the following areas: Network Design – both a diagram and a written description of the physical and logicaltopology of the customer’s Managed Broadband network. Transport Architecture – the types and speeds of access acceptable for the customer’sremote locations based on application needs, budget goals and desired coverage ofcustomer’s footprint. Reliability and Availability – service redundancy requirements, such as additionalanalog lines for analog dial back-up, are captured Process – definition of the standard processes for ordering, installation, maintenance andsupport.The Managed Broadband Solution Plan process takes into account all these factors as well as anyadditional customer specific requirements to define a managed network that meets the customer’sbusiness needs.Service PlanThe purpose of the Service Plan is to document the detailed data needed by iPass toappropriately implement the customer solution. The Service Plan tracks to the customer’sSolution Plan. It details the specifics of the deployment and describes the interfacebetween iPass and the customer.The Service Plan defines the following: iPass Project Team Customer Contact Info for:o Email Notificationso Help Desk Supporto Provisioningo Billing Process Work Flows for:Ma n a g e d B r o a d b a n d S e r vi c e D e s c r i p t i o nVersion 1.0, 7.27.2011 2011 iPass Inc.Page 55
o Provisioningo Supporto Deploymento RMA Project Plan InvoicingOrderingOrders may be placed via: Bulk Order Spreadsheet – Customers can provide a spreadsheet containing all siteinformation for the initial order or for a subsequent orders for a large number of sites. Astrict spreadsheet format is provided during the design phase. Via e-mail – A site order can be submitted via e-mail using the “email orders” mail box. Via Customer Self Service Web Portal – iPass’ self-service portal allows for site orderingand order tracking.Provisioning ProcessesBroadband provisioning is comprised of the following groups: Customer Provisioning Coordinator – Customer Support Managemento Processing Orders - received through portal or bulk order spreadsheeto Verify compliancy of orderso Load Orders into back office systemo Verify Shipment of ISP CPE and MSU (if iPass manages customer’s MSUinventory)o Liason between the Customer Admin and Service Provisioning Coordinatoro Responsible for generating status reporto Attend regular status meetings with customer (coordinated by AE/AM/PM) Service Provisioning Coordinator – Vendor Managemento Order service from ISPo Coordinate Install Dateso Allocate ISP IP informationMa n a g e d B r o a d b a n d S e r vi c e D e s c r i p t i o nVersion 1.0, 7.27.2011 2011 iPass Inc.Page 66
o Allocate ISP user credentialsMACDMove All move orders are a combination of a Disconnect Order and New Order. All new orderfees apply.Adds Follows new order process 1 business day turnaround on processing order into system Meet SLA targets for on-time installationChanges Items such as Department Codes, Purchase Order information, etc. is update by the CPC2 business day turnaround on processing order into systemDisconnects CPC receives disconnects via spreadsheet, portal or email De-Allocate IP Stop Billing on requested disconnect date - Stop Bill Date Disconnects can be processed with a turnaround time of 1 business day SPC sends disconnect to ISP after receiving request from CPC SPC mark order disconnected from iPass after confirmation from ISP Actual ISP disconnect may take one to two billing periods to take effectMa n a g e d B r o a d b a n d S e r vi c e D e s c r i p t i o nVersion 1.0, 7.27.2011 2011 iPass Inc.Page 77
BillingiPass InvoiceiPass provide detailed billing information on a monthly basis for download from the iPass portal.The example below shows the monthly billing invoice.Note:iPass separates the Mobility invoice from the Fixed Broadband invoice. Also, a separate invoice may be created due totiming differences in billing cycle for dial or mobile data usage related to Fixed Broadband.Call Detail Records (CDR’s) associated with the Fixed Broadband service for dial or mobile data usage will be located in theCDR’s and File History section of the iPass Portal. Such files are formatted in comma separated value (.csv) method.Fixed Broadband Invoice ReportsReporting is issued on a monthly basis for each customer. Customers receive 4 distinct reports: Fixed Broadband Charge Summary Report – a summation of all end point fees aggregatedby fee type Fixed Broadband Charge Detail Report – for each endpoint, fees incurred for the month areenumerated Fixed Broadband Site Detail report – contains billing census information about each endpoint Fixed Broadband Consolidated Summary – Is a combination of the second and third report inthe older report format with account census information by endpoint as well as itemized feesincurred for the monthThese reports are located on the iPass Portal. Below are examples of the reports.Ma n a g e d B r o a d b a n d S e r vi c e D e s c r i p t i o nVersion 1.0, 7.27.2011 2011 iPass Inc.Page 88
Fixed Broadband Charge Summary ReportThe report format is in PDF format and is found on the iPass Portal. This report contains asummarization by fee type of charges incurred by iPass Account ID.Account NameiPass Account NumberInvoice NumberInvoice DateXYZ Corporation10022235G1234511/15/2006Fixed Broadband Charge SummaryFee TypeAmountMonthly Recurring ChargesSetup, Installation, & Broadband CPEProfessional Installation ChargesAnalog chargesInside Wiring ChargesFees & Taxes 825.00300.00500.0050.00350.0020.00Total 2,045.00Fixed Broadband Charge Detail ReportThe data key to the file above is as follows:1) Endpoint ID Number – this is a unique identifier where a site installation has occurred.2) Charge Description – this describes the nature of the fee charged to such Endpoint.3) Performance Date – this describes the month and year in which the service charge pertains to. Note, in certain instanceswhere there is no value assigned, there are double quotes in this field (“”).4) Amount Charged – this is the value charged to the customer.Fixed Broadband Site Detail ReportMa n a g e d B r o a d b a n d S e r vi c e D e s c r i p t i o nVersion 1.0, 7.27.2011 2011 iPass Inc.Page 99
The data key to the Site Detail file above is as follows:1) Endpoint ID Number – this is a unique identifier where a site installation has occurred.2) Location Name – this denotes the location of the endpoint. Values here are generally the person’s name if such endpointis located as a home office, or the site location (ex: Store #155) if such endpoint is a retail store or office location.3) User ID – this is the authenticated username of the end user. It is recommended that this data match the username thatcustomer will use for Remote Access.4) Employee ID – this is a customer defined field. Alphanumeric values can be included in this field at the setup of theendpoint data. This data is not used in billing, but provided for customer convenience in sorting data for their purposes(e.g. departmental billing). As this is a customer provided value, iPass is not responsible for the accuracy of the data inthis field.5) Dept/CC – this is a customer defined field. Alphanumeric values can be included in this field at the setup of the endpointdata. This data is not used in billing, but provided for customer convenience in sorting data for their purposes (e.g.departmental billing). As this is a customer provided value, iPass is not responsible for the accuracy of the data in thisfield.6) Completed Date – this date denotes the date in which a site setup is deemed ready for use. For monthly recurringcharges, this date is used to commence such billing.7) iPass Program Type – there are 2 program types. They are “Auto Select” and User Select”. Auto Select means thatiPass Inc. is receiving the telecommunications carrier’s bill for Monthly Recurring Service charges and fees. User Selectmeans that the endpoint is receiving and paying the telecommunications carrier’s bill for Monthly Recurring Servicecharges and fees. In this case, iPass charges a management fee.8) Provider Bill To – this denotes where the Fixed Broadband Monthly Recurring Service charges and fees are being sent to.When this field is designated as “iPass”, this means that iPass Inc. is receiving the telecommunications carrier’s bill.When this field is designated as “Customer” or “Site”, this means that the end user endpoint is receiving such bill.9) Technology – this describes the type of the Fixed Broadband service installed at the Endpoint site (e.g. DSL, Cable, etc).10) iPass Service Type – this denotes the valid contracted service per the Fixed Broadband agreement with customer. Anassociated price is stated in the contract to be charged.11) Total Charges – this amount represents the aggregated charges to such endpoint in the period.Fixed Broadband Consolidated SummaryThe data key to the Consolidated Summary file above is as follows:1) Endpoint ID Number – this is a unique identifier where a site installation has occurred.2) Location Name – this denotes the location of the endpoint. Values here are generally the person’s name if such endpointis located as a home office, or the site location (ex: Store #155) if such endpoint is a retail store or office location.3) User ID – this is the authenticated username of the end user. It is recommended that this data match the username thatcustomer will use for Remote Access.4) Employee ID – this is a customer defined field. Alphanumeric values can be included in this field at the setup of theendpoint data. This data is not used in billing, but provided for customer convenience in sorting data for their purposes(e.g. departmental billing). As this is a customer provided value, iPass is not responsible for the accuracy of the data inthis field.5) Dept/CC – this is a customer defined field. Alphanumeric values can be included in this field at the setup of the endpointdata. This data is not used in billing, but provided for customer convenience in sorting data for their purposes (e.g.departmental billing). As this is a customer provided value, iPass is not responsible for the accuracy of the data in thisfield.Ma n a g e d B r o a d b a n d S e r vi c e D e s c r i p t i o nVersion 1.0, 7.27.2011 2011 iPass Inc.Page 101
Completed Date – this date denotes the date in which a site setup is deemed ready for use. For monthly recurringcharges, this date is used to commence such billing.7) iPass Program Type – there are 2 program types. They are “Auto Select” and User Select”. Auto Select means thatiPass Inc. is receiving the telecommunications carrier’s bill for Monthly Recurring Service charges and fees. User Selectmeans that the endpoint is receiving and paying the telecommunications carrier’s bill for Monthly Recurring Servicecharges and fees. In this case, iPass charges a management fee.8) Provider Bill To – this denotes where the Fixed Broadband Monthly Recurring Service charges and fees are being sent to.When this field is designated as “iPass”, this means that iPass Inc. is receiving the telecommunications carrier’s bill.When this field is designated as “Customer” or “Site”, this means that the end user endpoint is receiving such bill.9) Technology – this describes the type of the Fixed Broadband service installed at the Endpoint site (e.g. DSL, Cable, etc).10) iPass Service Type – this denotes the valid contracted service per the Fixed Broadband agreement with customer. Anassociated price is stated in the contract to be charged.11) FeeType’s – Will vary depending on the fees incurred during the month.6)InstallationiPass provide installation coordination services for site installation. iPass will manage to theSolution Plan and deployment schedule to assure that site installations are done in a timely manner.Customers of Managed Broadband have two options available for site installations: Self Install andProfessional Install. Timing and proper coordination are a joint effort between iPass and thecustomer. iPass’ job will vary depending on how much iPass is contracted to do. They can rangefrom a pure Self Install, where iPass will inform the customer when a broadband circuit has beeninstalled, to a fully managed Professional Install, where iPass coordinates all aspects of timingincluding circuit install, on-site installation personnel and equipment availability.Self InstallSelf Install is where the customer is responsible for making sure the equipment is connected properlyto the broadband service and is up and running. In the case where the customer plans to utilize theirown resources for installation, iPass will provide a standard communication on when the broadbandservice will be available for use.Pro-InstalliPass contracts with multiple 3rd parties to perform on-site installations and field service dispatchesnecessary to successfully deploy a site. These dispatches are coordinated through the iPassCustomer Care organization and are billable based on a 2 hour minimum that includes:For new installations iPass’ Pro-Install will provide the following: Client introduction and orientation, advise client of pending site work and network disruption. Once onsite, determine site readiness and contact. Locate and identify ILEC provisioned copper facility at the MPOE (minimum / main point of entry) or NID(Network Interface Device). Test and verify proper circuit such as, DSL and/or DS-1, cable modem, signal at ILEC Point of Demarcation. Establish cross connection from NID/Point of Demarcation to installer provided CAT5 demarc extensionwire and appropriate jack.Ma n a g e d B r o a d b a n d S e r vi c e D e s c r i p t i o nVersion 1.0, 7.27.2011 2011 iPass Inc.Page 111
Install up to 100 feet new CAT5 wire to customer specified point of termination (extended DMARC) andinstall 8-pin RJ45 DSL or RJ48X (for DS-1 service) jack and appropriate faceplate. Programming, provisioning and installation of the CPE (Customer Premises Equipment) via connection toan existing 110v AC outlet and connection of the CPE to the 8-pin RJ45 DSL or RJ48X jack using a providedcross RJX connect patch cord. Install ISP furnished DSL filters as needed. Perform continuity test from the CPE through the installed CAT5 cable and an end-to-end functional testusing technician’s laptop computer. Provide additional troubleshooting as required. Worksite cleanup.Scheduling StandardsiPass provides a 4 hour scheduling window for technician arrival time between the hours of 8:00AMand 5:00PM local time.Reschedule or CancellationCancellation of Professional On-Site Installation visit made less than 24 hours prior to appointmenttime will be subject to a cancellation fee. Costs for materials are in addition to the service fees setforth in the customer pricing agreement.Customer CareiPass provides Managed Broadband customers with Tier 2 and Tier 3 help desk services, with Tier 1being provided by the customer. If a site has a problem with its network, the site should call itscorporate help desk where the customer’s help desk will be able to access the iPass UniversalRemote Control to determine if a ticket is already open. The customer’s help desk can either open aticket on the web or contact iPass Customer Care directly via our toll free numberHelp DesksiPass has multiple, fully redundant and failover capable 24x7x365 help desks that are staffed withhighly qualified and well trained support personnel. All inbound calls are routed to our Tier 2 helpdesk located in Bangalore, India for quick and timely response. In the event that a trouble ticketrequires additional technical expertise then tickets are routed in real time to our Tier 3 Help Desklocated in Irvine, CA.EscalationsiPass understands that occasionally the need to escalate support issues is required. As such, iPassoffers thorough escalation process with the following: 24x7 escalation contact on call to answer your requestsMa n a g e d B r o a d b a n d S e r vi c e D e s c r i p t i o nVersion 1.0, 7.27.2011 2011 iPass Inc.Page 121
2 hour response time on email escalation submissions Full escalations contact list providedChronicsiPass provides chronic reporting on a regular basis. The Top 5 chronics analysis is a detailedanalysis of the most critical chronic issues occurring on a customer’s network. Those endpointsidentified as a Top 5 chronic site will be worked by Sr. Technicians on a continual basis to advisethe customer on recommended resolutions which may include extensive inside wiring testing,hardware replacement or even re-provisioning of the access circuit.SL A’sOverviewA Service Level Agreement is available for the Managed Broadband Service. The SLA providesend-to-end network and client management performance targets in the following areas: Broadband Network Availability On-Time Installation(s) and Change(s) 24x7 Customer Care Universal Remote Control PortalSupport and visibility for these metrics is provided via a Web based customer portal. See the latestversion of the Managed Broadband SLA for the current metrics.Broadband Network AvailabilityBroadband Network Availability (percentage) is defined as iPass’ measurement of the number ofhours the Managed Broadband Service is available for use by Customer, divided by the total numberof hours in a calendar month, and multiplied by 100. End-to-end network communications isavailable (“Available”) if communications is possible between a customer premises IP gateway orsecurity appliance and the Internet. Broadband network communications is unavailable(“Unavailable”) if a Network Outage has occurred and communications is not possible between acustomer premises IP gateway or a security appliance and the Internet. All hours of Unavailablecommunications must be documented in an iPass Case.On-Time installationSuccessful provisioning of Managed Broadband Services takes up to thirty-five (35) Business Daysfrom the compliant date, as defined hereafter. A “Compliant Date” shall mean the date on whichiPass receives a complete and accurate order from Customer. A “Complete and Accurate Order”shall mean an order submitted by Customer to iPass which includes all information requested in theSolution Plan to allow iPass to successfully provision the Services. If ordered service cannot beMa n a g e d B r o a d b a n d S e r vi c e D e s c r i p t i o nVersion 1.0, 7.27.2011 2011 iPass Inc.Page 131
provisioned, iPass will endeavor to order alternative broadband access services within five (5)Business Days. In the event that iPass is unable to order alternative broadband access serviceswithin five (5) Business Days, iPass will place Customer’s order on hold for a period of up to nine(9) months (the “Hold Period”). Once every three (3) months during the Hold Period, iPass willendeavor to order alternative broadband access services for such Endpoint or Endpoints. If by theend of the Hold Period, iPass is unable to order alternative broadband access services for suchEndpoint or Endpoints, the order will be cancelled by iPass at the end of such time. Customer willthen be required to re-submit the order for such Endpoint at a later date. Orders for T1 broadbandinternet access services take up to sixty (60) Business Days to provision. Changes by Customer toComplete and Accurate Orders and installation delays set forth in the exclusions and exceptionsclause may extend the number of Business Days to provision the orders.24x7 Customer CareMTTR Out of ServiceMTTR Out-of-Service is a calculated average of times to restore service following occurrences ofnetwork outages experienced across all Endpoints and includes travel time, repair time and test timedocumented in Cases closed during a calendar month – this means that the time to restore servicesfrom outage can vary from minutes to days and MTTR Out-of-Service reflects the average of thosetimes. iPass shall endeavor to provide MTTR Out-of-Service of twenty-four (24) hours or less forNetwork Outage conditions.MTTR Impacted ServiceMTTR Impacted Service is a calculated average of times to restore normal service followingoccurrences of excessive latency and low packet delivery experienced across all Endpoints andincludes travel time, repair time and test time documented in Cases closed during a calendar month.iPass shall endeavor to provide MTTR Impacted Service of one hundred twenty (120) hours or lessfor impacted service conditions.Universal Remote ControlUniversal Remote Control Portal Services Availability is defined as the number of hours the iPassService portal are available for use by Customer, divided by the total number of hours in a calendarmonth, and multiplied by 100. Scheduled and emergency portal services maintenance times, with 96hour prior notice via electronic mail, are not considered in portal services availability calculations.ReportsiPass provides Service Level Management (SLM) reports that provide the necessary detail foranalysis of the service levels. These reports are made available on our Customer Care Portal on amonthly basis and consist of the following: End to End Availability Mean Time To RestoreMa n a g e d B r o a d b a n d S e r vi c e D e s c r i p t i o nVersion 1.0, 7.27.2011 2011 iPass Inc.Page 141
On Time Installation Customer Care Portal UptimeRemedies and Credit processesiPass guarantees various remedies with service credits on each of the SLAs offered. These creditscan be requested by filling out a form on the Customer Care portal where the credit request will thenbe forwarded to an account analyst to determine the level of credit, if any, due the customer. Formore detail on the actual SLA calculations and their associated remedies please refer to the SLAsection of the customer contract.Customer Care Port alThe iPass Portal offers Managed Broadband customers a consolidated tool that allows for orderplacement and tracking, bill review and trouble ticket management. It also provides access to a hostof other iPass product related tools that enable customers to manage their Mobile Data service,Branch Office, Retail Office and Virtual Office Managed Network Services as well as iPassMobility Services.Portal OrderingAfter a service order is submitted many customers want to follow the order progress to make surethey are prepared to bring up IP applications quickly after the wide area network is operational. TheiPass Portal allows customers to view the details of individual site orders including the work logfiles. Orders can be submitted electronically via the iPass Portal to speed up the ordering process.Site information is also available on installed sites such as dynamic IP address information.Trouble TicketsTrouble tickets or cases can be opened for service problems and customers can view the status ofopened and closed cases.TrainingiPass can provide on-line training to a customer’s network administrators on how to pla
information, invoicing data, and open or track customer care ticket detail. iPass also continues to manage . iPass features one of the largest coverage footprints in North America, with coverage via iPass' . 2 business day turnaround on processing order into system Disconnects CPC receives disconnects via spreadsheet, portal or email
