Procedure – Instructions for Ordering New Internet Service
All steps must be followed:
| # | Category | Responsibility | Steps | Notes |
| 1 | Request | Help Desk Rep | Take request from field (received via Help Desk, or email) or by CEG team member | |
| 2 | Request | Help Desk Rep | Open TEMS Account Inquiry (AI) ticket and document field request | |
| 3 | Request | Help Desk Rep | Submit reqest to New Install Manager (NIM) | |
| 4 | Request | NIM | Submit request via email to Decision Maker (DM) for approval | Template: New Order Request |
| 5 | Request | NIM | Document Approval/Denial response in TEMS ticket | Where? |
| 6 | Request | NIM | If denied or approved, close ticket and email requestor with status | |
| 7 | Request | If approved, then … | ||
| 8 | Planning | NIM | Open new TEMS MACD ticket | |
| 9 | Planning | NIM | Project Pre-planning (NIM and other team members) | |
| 10 | Planning | NIM | Contact client to document specific needs and set expectations (due date/cost); if unable to reach via phone, send Outlook invitation | Template: New Order Questionnaire |
| 11 | Planning | NIM | Obtain office layout from client | Template: Office Layout/Pictures |
| 12 | Planning | NIM | Obtain pictures of general networking environment from client | Template: Office Layout/Pictures |
| 13 | Planning | NIM | Create current network Visio drawing; save in x folder | Template: Current Network |
| 14 | Planning | NIM | Create revised network Visio drawing based on requirements; save in x folder | Template: New Network |
| 15 | Planning | NIM | Complete LAN equipment checklist for items needed to complete project | Template: New Equipment |
| 16 | Planning | NIM | Complete New Equipment or Service Quote | Template: NESQ |
| 17 | Planning | NIM | Contact Decision Maker (DM) and review New Equipment or Service Quote (NESQ) | |
| 18 | NIM | |||
| 19 | Carrier Services | NIM | Source ISP; obtain speed, pricing and contract terms for new circuit | See Procedure-Sourcing |
| 20 | Carrier Services | NIM | Review service options with CEG New Install Manager (NIM) | Need to designate NIM |
| 21 | Carrier Services | NIM | Order agreement and then execute | Need formal review process |
| 22 | Carrier Services | NIM | Save copy of agreement | Identify folder |
| 23 | Carrier Services | NIM | Coordinate date/time with carrier to install new services | |
| 24 | Carrier Services | NIM | Confirm install date/time of Carrier Install Meeting (CIM) with Community Manager (CM) to install carrier services | |
| 25 | Carrier Services | NIM | Send Outlook invitation to CM and Support Team regarding details of Carrier Install Meeting (CIM) to install/configure carrier services | Template: Schedule CIM |
| 26 | Carrier Services | NIM | Assist Carrier Technician (CT) with installing carrier services | |
| 27 | Carrier Services | NIM | Update Viso drawing, Comm Data, with new circuit information | |
| 28 | Carrier Services | NIM | Send email to Download and Data Entry (DDE) position with new account information (Account number, Price, Speed, Service Address, etc) | Template: Add New Account |
| 29 | Carrier Services | NIM | Download and Data Entry position to add account to TEMS | |
| 30 | NIM | |||
| 31 | LAN | NIM | Order LAN equipment online | |
| 32 | LAN | NIM | Send email to Community Manager (CM) regarding shipment details and instruction for safeguarding LAN equipment | Template: LAN Tech Meeting |
| 33 | LAN | NIM | Document and track LAN equipment shipment details (ship date, arrived date) | |
| 34 | LAN | NIM | Confirm delivery of LAN equipment with Community Manager (CM) | |
| 35 | LAN | NIM | Confirm best date/time for Site Technician Meeting (STM) with Community Manager (CM) to install/configure LAN equipment | |
| 36 | LAN | NIM | Coordinate Site Technician Meeting (STM) date/time with Third Party Vendor (TPV) to install/configure LAN equipment | |
| 37 | LAN | NIM | Email Scope of Work (SOW) to Third Party Vendor (TPV) to install/configure LAN equipment | See SOW template and Procedures |
| 38 | LAN | NIM | Send Outlook invitation to CM and Support Team regarding details of Site Technician Meeting (STM) to install/configure LAN equipment | |
| 39 | LAN | NIM | Assist Third Party Technician (TPT) with installation of LAN equipment | |
| 40 | LAN | NIM | Conduct Site Technician Meeting (STM) close-out procedure with Third Party Technician (TPT) | |
| 41 | LAN | NIM | Request that Site Technician (ST) take pictures of work completed; review to determine if work meets stated quality parameters | |
| 42 | LAN | NIM | Save pictures in folder | Identify folder |
| 43 | LAN | NIM | Review Third Party Vendor (TPV) hours and materials | |
| 44 | Quality | NIM | Follow-up with Community Manager (CM) within 2 days of installation to ensure complete satisfaction |