CREDIT ADJUSTMENT MATRIX
CREDIT FOR SERVICE LOSS - refer to KDB for updates
Credit Code		Reason to Give Credit		Correct Credit Comment Points		Example of correct comment
1A		To be used when service loss is for more than one or all products not workingy		1) Credit amount                                     2) Service level impacted                         3) Dates of service loss                          4) Duration of service loss (list # of days)                                                             5) CTS ID (if applicable)                          6) Courtesy credit reason (if applicable)		Credit $5.99 no OOL/OV 3/1/07-3/3/07 3 days
1C		To be used when service loss is for OOL only		1) Credit amount                                     2) Service level impacted                         3) Dates of service loss                          4) Duration of service loss (list # of days)                                                             5) CTS ID (if applicable)                          6) Courtesy credit reason (if applicable)		Credit $1.00 no OOL service due to CTS ID 12345 3/1/07-3/3/07 3 days
1D		To be used when service loss is for OV only		1) Credit amount                                     2) Service level impacted                         3) Dates of service loss                          4) Duration of service loss                       5) CTS ID (if applicable)                          6) Courtesy credit reason (if applicable)		Credit $2.00 no OV dial tone for 1 week 5/1/07 - 5/7/07
CREDIT FOR SERVICE CALL FEE & LNP CHARGES - refer to KDB for updates
Credit Code		Reason to Give Credit		Correct Credit Comment Points		Example of correct comment
3A		To be used when a service call credit has been billed in error:                                                                                                                                      1) Sub being billed twice for the same service call                                                                                                                                                             2) Credit for a repeat visit                                                                                                                                                                                         3) Credit for an LNP fee when OV install was unsuccessful.		1) Credit Amount                                           2) Date of Service call                                    3) Date of LNP fee (if applicable)                            4) Reason why credit is being issued		Credit $40.00 LNP fee 2/15/07 OV INST failed no phone # was ported.
3B		To be used when service call charge is valid, but the company will issue credit:                                                                                                               1) This would include One Time courtesy credits related to service                                                                                                                        2) Sub was not made aware of fee & now disputes charge                                                                                                                                                                                                       3) Sub being dissatisfied with the workmanship of the job.		1) Credit Amount                                           2) Date of Service call                                    3) Date of LNP fee (if applicable)                            4) Reason why credit is being issued		Tech 555 did not properly staple cable to walls and left big holes in the walls on 5/11/07. Credit for $46.95 given for service call fee added to account on 5/13/07.
CREDIT FOR ON TIME GUARANTEE - refer to KDB for updates
Credit Code		Reason to Give Credit		Correct Credit Comment Points		Example of correct comment
3C		To be used when service Technician is late for service call:                                                                                                                                                                                                           1) Sub has a scheduled service call for 8-11 and sub is calling 12:00 because Tech has not arrived at the residence		1) Credit Amount                                                                                                                                                                                                                                                                  2) Date of Service call                                                                                                                                                                                                                                                            3) Tech ID #                                                                                                                                                                                                                                                                         4) Reason why credit is being issued		Credit $20.00  3/14/07  Tech 555 Late/No Show
3D		To be used for scheduling errors:                                                                                                                                                                                                                                             1) Sub was promised a same day must do but job was never routed                                                                                                                                                                                                              2) Sub was giving wrong date/time for the service call		1) Credit Amount                                                                                                                                                                                                     2) Date of expected Service call                                                                                                                                                                                 3) Sub's expectation of service call window                                                                                                                                                                  4) Description of scheduling error		Credit $20.00  3/20/07  Sub was promised must do for 3/20/07 job still in 0 Schedule never routed
CREDIT ADJUSTMENT MATRIX
CREDIT FOR ALL BILLING ERRORS - refer to the KDB for updates
	Reason to Give Credit		Correct Credit Comment Points		Example of correct comment
7A	1) OV World Call issues: a. Sub disconnected OVWC service before, or at end, of bill cycle, but has already been billed $19.95 for month in advance and TSG can verify sub did not use any minutes during time in dispute. b.  Sub was over billed for OVWC during same bill cycle. (Ex: Three separate $19.95 charges) c.  Verifiable provisioning error.  Sub attempted to sign up for OV World Call, has been billed for service, and TSG can verify that service was never activated. 2) Any billing related issues made to account a.  Sub being charged for an additional modem on account that he or she did not authorize b. Sub being double-billed for any product or service    c. The services requested do not match the bill		1) Credit Amount                                                                                                                                                                                        2) Detailed reason for credit related to reasons listed.		Credit $19.95 OVWC billed 1/31/07  Sub DISC OVWC 1/30/07                                                                                                                                                                               OR                                                                             Credit for 1 month 1/1/07-1/31/07 $44.95 customer being double-billed since 1/1/07 for OOL service. Cust only has one modem on account, rate removed on 1/31/07
CREDIT FOR POOR CUSTOMER EXPERIENCE - NEED SUPERVISOR APPROVAL - refer to the KDB for updates.
Credit Code	Reason to Give Credit		Correct Credit Comment Points		Example of correct comment
6A	1) Multiple service calls for an on-going issue with no resolution.                                                                                                                            2) Extremely poor customer service from call center/sales/service technician.                                                                                                   3) Courtesy credit to resolve, avoid an escalated corporate complaint.                                                                                                                      4) In very limited circumstances, credit for OV World Call because a sub went over by a minute or 2, and sub is strongly disputing the fee.  Credit would be issued as a one time courtesy to protect the customer relationship, and needs to be addressed on a case by case scenario.  We must keep in mind the $19.95 is a legitimate charge for overage.		1) Credit Amount                                                                                                                                                                                                                                                                   2) Date of Occurence                                                                                                                                                                                                                                                             3) Detailed reason credit is being issued		Credit $34.95 1 month OV Service  Multiple svc calls 3/1-3/15 NDT upset that had to use cell phone excessively causing overage charges.
BUSINESS CLASS ONLY - refer to the KDB for updates.                                                                                                                                                                                                Use all other credits codes where applicable.  DO NOT USE CREDIT CODE 9A ANY LONGER!!!!
Credit Code	Reason to Give Credit		Correct Credit Comment Points		Example of correct comment
16	To be used for Service Interruption for all services - Business Class		1) Credit amount                                                                                                                                                                                                      2) Service level impacted                                                                                                                                                                                       3) Dates of service loss                                                                                                                                                                                          4) Duration of service loss (list # of days)                                                                                                                                                                                         5) CTS ID (if applicable)                                                                                                                                                                                        6) Courtesy credit reason (if applicable)		Credit $46.95 no OOL/OV service due to CTS ID 12345 3/1/07-3/3/07 3 days
17	To be used for Service Interruption for iO / Video - Business Class		1) Credit amount                                                                                                                                                                                                      2) Service level impacted                                                                                                                                                                                       3) Dates of service loss                                                                                                                                                                                          4) Duration of service loss (list # of days)                                                                                                                                                                                             5) CTS ID (if applicable)                                                                                                                                                                                        6) Courtesy credit reason (if applicable)		Credit $14.95 no IO/Gold service pixelation from 3/1/07-3/3/07 3 days. Crtsy credit
18	To be used for Service Interruption for BOOL - Business Class		1) Credit amount                                                                                                                                                                                                      2) Service level impacted                                                                                                                                                                                       3) Dates of service loss                                                                                                                                                                                          4) Duration of service loss (list # of days)                                                                                                                                                                                           5) CTS ID (if applicable)                                                                                                                                                                                        6) Courtesy credit reason (if applicable)		Credit $44.95 no OOL service from 3/1/07-3/3/07 3 days. Crtsy credit.
19	To be used for Service Interruption for BOV - Business Class		1) Credit amount                                                                                                                                                                                                      2) Service level impacted                                                                                                                                                                                       3) Dates of service loss                                                                                                                                                                                          4) Duration of service loss (list # of days)                                                                                                                                                                                           5) CTS ID (if applicable)                                                                                                                                                                                        6) Courtesy credit reason (if applicable)		Credit $34.95 no OV service from 3/1/07-3/3/07 3 days. Crtsy credit to avoid corp complaint.