(a) This section sets forth the metrics and performance thresholds that each service provider is expected to meet or exceed related to maintenance service, installations, network performance and answer time.

1. (1) Customer trouble report rate. This is composed of two metrics. The first metric is defined as the number of initial customer trouble reports per hundred access lines per month and has a performance threshold of 5.5 or less for each central office. The second metric is applicable to service providers with 7 or more central offices, and is defined as the percentage of a service provider's total central office entities that perform at or below 3.3, and has a performance threshold of at least 85 percent.
2. (2) Reports included in the customer trouble report rate are limited to troubles associated with the regulated components of residential, business, Centrex and pay telephone service of the service provider's customers, and also includes all regulated features associated with these services except voice mailboxes.
3. (3) Customer trouble reports received as a result of any network failure are included in the report rate.

4. (4) Separate trouble reports should be recorded and included in the customer trouble report rate for multiple-line customers, for each access line identified by the customer.

   (c)

5. (1) Percent out-of-service over 24 hours. This metric is defined as the monthly percentage of customer trouble reports classified as out-of-service which are not cleared within 24 hours. The performance threshold for each maintenance administrative entity is 20 percent or less.

6. (2) Only trouble reports included in the customer trouble report rate shall be used to determine the percent out-of-service over 24 hours.

   (d)

7. (1) Percent service affecting over 48 hours. This metric is defined as the monthly percentage of customer trouble reports classified as service affecting which are not cleared within 48 hours. The performance threshold for each maintenance administrative entity is 20.0 percent or less.

8. (2) Only trouble reports included in the customer trouble report rate shall be used to determine the percent service affecting over 48 hours.

   (e) Percent initial basic local exchange service line installations completed within five days.

   This metric is defined as the monthly percentage of initial basic local exchange service line installations completed within five working days (following the day the order is received) and has a performance threshold of 80.0 percent or greater for each installation administrative entity. This provision shall apply to the primary installation of service as follows:

9. (1) the initial residential line; or

10. (2) the initial business customer order of five lines or less.

    (f)

11. (1) Percent installation commitments missed. This metric is defined as the percentage of installation commitments missed per month and has a performance threshold of 10.0 percent or less for each installation administrative entity.
12. (2) A missed installation commitment occurs when initial basic local exchange service is not provided to the consumer's interface on or before the end of the day of the appointment interval with the customer except when due to consumer fault or other condition as defined in paragraph (3) of this subdivision.

13. (3) For purposes of this section, the terms consumer fault and other are defined to include the following:

    1. (i) Consumer fault occurs when during the appointment interval, the consumer is not ready, there is not access to or there exists unsafe conditions at the consumer's premises, or on or before the commitment date the consumer requests a later date.

    2. (ii) Other circumstances such as set forth in section 603.1(c) of this Part or the need to reassign a significant portion of the service provider's installation work force in order to re- establish service to existing customers who lost service as a result of circumstances set forth in section 603.1(c) of this Part.

       (g) Percent final trunk group blockages.

       This metric is defined as the monthly percentage of blocked calls on any local, toll and local operator final trunk groups and has a performance threshold of 3.0 percent or less for each final trunk group.

       (h)

14. (1) Business office answer time. This metric is defined as the monthly percentage of consumer calls of the business office answered within 30 seconds. The performance threshold for each administrative entity is 80.0 percent or greater.

15. (2) Calls answered, 15 percent of calls abandoned, and 10 percent of calls blocked or routed to an intercept message are to be included when determining the total number of calls to be answered.

    (i)

16. (1) Repair office answer time. This metric is defined as the monthly percentage of consumer calls for repair office service answered within 30 seconds. The performance threshold for each administrative entity is 80.0 percent or greater.

17. (2) Calls answered, 15 percent of calls abandoned, and 10 percent of calls blocked or routed to an intercept message are to be included when determining the total number of calls to be answered.

    (j) Operator assistance answer time.

    Service providers may elect to report operator assistance answer time under either paragraph (1) or (2) of this subdivision.

18. (1) This metric is defined as the monthly percentage of calls for operator assistance service answered within 10 seconds. The performance threshold for each administrative entity is 90.0 percent or greater.
19. (2) This metric is defined as the monthly average speed of answer of calls for operator assistance. The performance threshold for each administrative entity is 3.0 seconds or less.
20. (3) For purposes of calculating performance under paragraph (1) of this subdivision, count those calls answered, 15 percent of calls abandoned, and 10 percent of calls blocked or routed to an intercept message when determining the total number of calls to be answered.

(b)

(k) The following table summarizes the foregoing metrics and performance thresholds.