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 2. Readiness support


READINESS SUPPORT: UNDERSTAND WHEN YOUR BILLING STARTS

Use this page to understand when, and under what circumstances, we start billing
for your services. In combination with this policy, learn how to prepare for us
to install your service. This information represents standard Lumen policies
which apply to you unless otherwise stated in your master service agreement
(MSA).


KEY DATES FOR YOUR ORDER


As you read through, remember these key dates:




 * customer commit date (CCD): The date by which we commit to install service.
   
   
 * desired due date (DDD): The earliest date by which you would be ready to
   accept services. Learn more about selecting a due date and communicating
   changes
   
   
 * service commencement date: The date your service contractually begins,
   billing starts, and your service term begins. This date typically coincides
   with the customer commit date, unless we are able to install services sooner,
   which would then coincide with your desired due date.
   


KEY COMMUNICATIONS AROUND BILLING


Use the dates in these communications to understand when we plan to deliver your
service(s) and start billing you:



 * customer commit date set: Sent during the Confirm/Implement stage, this email
   is also referred to as the customer commitment letter and includes the date
   we commit to deliver your service(s). If we can deliver early based off your
   desired due date, we will notify you of this.
   
   
 * connection notice: We send this contractual notification to you during the
   Activate stage to let you know the date your service officially starts
   (service commencement date) and that we will begin billing for the service.


BILLING COMMENCEMENT POLICY

Product activation type*Service installation criteriaNon‑scheduled
(plug‑and‑play) activationBilling starts when the service is installed on the
Lumen network, Lumen testing is successful, and the service is functioning
properly to the Lumen point of demarcation (unless Lumen cannot complete
installation due to customer delay or inaction, in which case billing starts and
accrued charges will appear on your first invoice).Scheduled activation
Billing starts when the service is installed, is functioning properly, and we've
completed an activation call with you (unless Lumen cannot complete installation
due to customer delay or inaction, in which case billing starts and accrued
charges will appear on your first invoice).VPN multisiteFor new VPN networks, at
least two sites have completed the service installation criteria above
(scheduled or non‑scheduled activation), including (where specified by you) at
least one designated primary site based upon your product activation type*.
Additional sites added to a VPN network will start billing based on each site's
service installation criteria above.*Your customer care manager will tell you
whether your service includes a scheduled activation or if you’re able to
activate your service on your own (plug‑and‑play).


EFFECTS OF DELAY OR INACTION

If your delay or inaction prevents us from installing your service, we will
begin charging you for the service starting on the service commencement date.
You will continue to accrue service charges until you're ready for us to
complete service installation. Accrued service charges will appear on your first
invoice.


PROBLEMS DURING SERVICE INSTALLATION

If your service isn't working properly, you must let us know within three days
of the service commencement date, otherwise we'll assume you've accepted your
new service and you'll need to contact our repair team (which handles
post-installation service issues). We will correct any service installation
issues and, on your request, credit your account in the amount of 1/30 of the
applicable monthly charge for each day the service wasn't working properly.

 * 
 * Topics covered on this page:
    * Readiness

    * Activate

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