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What to Demand and What to Expect in Telecom Transacting:
It
is intensely competitive in telecom today, which bodes well for consumers in terms of prices and an availability of service
features. Some service providers, including larger carriers, are experiencing significant financial problems, including bankruptcy,
as a result of the turndown in the economy, debt caused by overexpansion, and aggressive accounting practices. How are contract
negotiations impacted by these developments? What should be bargained for, and what should one reasonably expect to receive?
When is it time to say "good-bye" in an existing relationship, and how can that best be achieved? What effect will "detariffing"
have on telecom transacting?
Billing, Performance, and Other Service Issues:
Are invoices accurate?
Do they reflect tariff and contract terms? Are they delivered on a timely basis? Is there "backbilling?" If so, over how
long a period? Are there "overcharges" and, if so, do they reflect a pattern or practice? Are there "line-item" charges,
or are multiple charges combined into a single line-item on the invoice? How are "taxes" and "tax-like charges" dealt with?
If there is a billing error, how is it handled and resolved? Are there "Service Level Guarantees" addressing service availability
and reliability? If so, how are they measured and applied? How "stable" are the provider resources assigned to service the
account?
Competitive Marketplace Alternatives:
Which provider is capable of providing the best service
at the best price? Should service be "sole-sourced," or is it better to deal with more than provider? If there is more than
one provider, what steps can be taken to minimize costs and maximize service quality? With the uncertainties facing telecom
providers today, what measures should be taken to protect against potential service disruptions?
Tariff Development
and Detariffing Initiatives:
With some exceptions, long distance service providers no longer may tariff their telecom
services. They must transact by contracts, which have taken on many of the same characteristics of the tariffs they replaced.
Is this "detariffing" the equivalent of "deregulation?" How are the "old" tariff rules and regulatory requirements affected
by detariffing? How can a service provider shift from tariffs to contracts and retain the benefits of tariffing? How can
a consumer gain the advantages presumed to result from detariffing?
Fulfillment of Regulatory and Business
Requirements:
How may a service provider create a public website containing service-related information that is consumer-friendly
and compliant with FCC requirements? How should consumers approach provider websites? What is the significance of website
information: is it "informational only" or does it have contractual significance?
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Telecom Transacting in the 21st Century
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