Customer_Expectation_Guide_T1 EFM BIRCH FIBER

Customer Expectation Guide - Birch Network What to expect if your order includes Birch Access with or without additional Birch products 1 : Day 0 Sign Agreement 1 1 Complete and sign your Birch agreement and deliver it to your Sales Representative. Your order must be complete and the IT Configuration Guide filled out before the order can be placed. Day 1-5 Order Confirmation 2 2 A Birch Service Coordinator will call to review and confirm your order. Birch will call from a 678 or 770 area code to discuss the details of your order. Day 6-9 Solution Build (If Applicable) 3 3 If you are purchasing TotalCloud ® PBX, TotalCloud ® TCDC or TotalCloud ® File Storage, Birch will build your solution and call to confirm. For TotalCloud PBX, you will need to receive shipment of your pre-configured phones unless you are using your current phones. If you are using your own phones you will need to ensure that they are unlocked and have the latest firmware. Day 9-15 Install Confirmation 4 Birch will contact you by phone and email to inform you of your installation date and confirm your requested activation date. Day 15-20 Circuit Install 5 4 A local carrier technician will install your circuit. It’s imperative that someone is on site to give the technician access to the main point of entry for telephone service, e.g. a telco closet. Day 15-25 Site Survey 6 For Fiber and DSL, Birch will conduct a Site Survey to ensure that your circuit was installed correctly and determine if there are any additional needs before activation can occur. For T1 and EFM, skip this step. Day 15-30 Service Activation 7 5 A Birch hired technician will install equipment, port any numbers (if applicable) and complete activation. Your installation will be on a specific date and time. Talk to your Service Coordinator (steps 2 & 4 above) to find out if your phone and LAN vendors also need to be present and if so, make the necessary arrangements. 3 Customer Birch 5 4 2 1 Order 1 Confirm 2 Solution Build 3 Install Confirm 4 Circuit Install 5 6 Site Survey 7 Service Activation 1 This timeline covers Birch Access that uses T1, DSL, Birch EFM or Birch Fiber. Days designated are business days. ©2016 Birch Communications. All rights reserved. 338906-010816 Vol. 1

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Transcript of Customer_Expectation_Guide_T1 EFM BIRCH FIBER

Page 1: Customer_Expectation_Guide_T1 EFM BIRCH FIBER

Customer Expectation Guide - Birch Network

What to expect if your order includes Birch Access with or without additional Birch products1:

Day 0Sign Agreement

Complete and sign your Birch agreement and deliver it to your Sales Representative. Your ordermust be complete and the IT Configuration Guide filled out before the order can be placed.

Day 1-5Order Confirmation

A Birch Service Coordinator will call to review and confirm your order.

Birch will call from a 678 or 770 area code to discuss the details of your order.

Day 6-9Solution Build(If Applicable)

If you are purchasing TotalCloud® PBX, TotalCloud® TCDC or TotalCloud® File Storage, Birch will build your solution and call to confirm.

For TotalCloud PBX, you will need to receive shipment of your pre-configured phones unless you are using your current phones. If you are using your own phones you will need to ensure that they are unlocked and have the latest firmware.

Day 9-15Install Confirmation

4Birch will contact you by phone and email to inform you of your installation date and confirm your requested activation date.

Day 15-20Circuit Install

A local carrier technician will install your circuit.

It’s imperative that someone is on site to give the technician access to the main point of entry for telephone service, e.g. a telco closet.

Day 15-25Site Survey

For Fiber and DSL, Birch will conduct a Site Survey to ensure that your circuit was installed correctly and determine if there are any additional needs before activation can occur. For T1 and EFM, skip this step.

Day 15-30Service Activation

A Birch hired technician will install equipment, port any numbers (if applicable) and complete activation.

Your installation will be on a specific date and time. Talk to your Service Coordinator (steps 2 & 4 above) to find out if your phone and LAN vendors also need to be present and if so, make the necessary arrangements.

3Customer

Birch

5421

Order

1Confirm

2Solution

Build

3Install

Confirm

4Circuit Install

5 6Site

Survey