103-663.1. Availability of Service.

Orders for new service, where all tariff requirements have been met, shall be completed within the interval shown below after receipt of the application, excepting those where a later date is requested by the customer or where special equipment or service is involved:

1. A. Service Orders for Installations and Re-installations:

   85% within 5 working days

2. B. Commitments fulfilled: 85%

   Commitments shall be made for a specific day.

   103-663.2. Equipment Requirements.

3. A. The central office and interoffice trunk equipment shall be maintained so as to meet the following standards during an average business day (8:00 AM to 5:00 PM):

   Failure rate on intraoffice calls— <1.5%

   Failure rate on interoffice calls— <3%

   The failure rate for interoffice calls applies to EAS and multioffice trunking calls but not to toll calls.

4. B. The central office and interoffice trunk standards are the objectives to be used by the ORS staff when testing. The telephone utilities are not required to perform tests or maintain records of these items.

   1. a. Toll and operator assistance calls answered within 10 seconds (does not include directory assistance calls): 90%
   2. b. Calls to repair service answered within 20 seconds: 90%

   3. c. Directory assistance answered within 30 seconds: 80%

      103-663.6. Customer Trouble Reports.

   103-663.3. Subscriber Loop-Transmission Objectives.

   The following standards are objectives to be used by the ORS staff during testing at the subscriber’s station protector. Acceptable measurements are:

   DC Line Current: greater than 20 mA

   Circuit Loss: less than 8.5 db

   Circuit Noise: less than 20 dBrnC

   Power Influence: less than 90 dBrnC

   Balance greater than 60 dB

   (Where Balance (dB) = Power Influence - Circuit Noise)

   103-663.4. Dialtone.

   Central office equipment shall be maintained so as to meet the following standards:

   98% of all calls shall receive dialtone within three (3) seconds.

   103-663.5. Answering Time.

   Each telephone utility shall provide adequate personnel and equipment so as to meet the following service objectives under normal operating conditions:

5. A. Service by each telephone utility shall be such that the number of customer trouble reports per 100 total access lines in service per month shall not exceed the following:

   EXCHANGE/REPORTING GROUP
   SIZE	OBJECTIVE
   OVER 7,500 ACCESS LINES	5.0
   UNDER 7,500 ACCESS LINES	7.0

   Unusual situations caused by storms, unavoidable casualties or other conditions causing an excess number of reports should be explained in the trouble report.

6. B. A customer trouble report is any oral or written notice received by the telephone utility (other than problems detected by the telephone utility’s internal diagnostics) indicating difficulty or dissatisfaction with the performance, physical condition, location or appearance of the utility’s regulated telephone plant or equipment.

   103-663.7. Customer Out of Service Trouble Clearing Time.

   Provisions shall be made to normally clear all out of service troubles within twenty-four hours of the reported time to the telephone utility, excluding weekends and holidays, unless the customer agrees to another arrangement. The out of service trouble clearing time objectives for telephone utilities is 85% within 24 hours.

HISTORY: Amended by State Register Volume 10, Issue No. 6, eff June 27, 1986; State Register Volume 14, Issue No. 3, eff March 23, 1990; State Register Volume 18, Issue No. 4, eff April 22, 1994; State Register Volume 31, Issue No. 4, eff April 27, 2007; SCSR 49-5 Doc. No. 5267, eff May 23, 2025.