60FF-2.001. Order Process

(1) The Communications Service Authorization Process shall be as follows:

(a) Unless specifically authorized in writing by the Department, Customers shall initiate all requests for SUNCOM Services in the Communications Service Authorization Billing System or permit the Department to initiate them on the Customer’s behalf with the Customer’s consent through the CSAB System(s).

(b) Any transactions within the CSAB System(s) initiated by Customers that result in placement of an order shall be clearly marked with a label “Place Order.”

(c) Upon completion of a successful order placement, the CSAB System(s) shall attempt to send a confirmation via electronic mail to the electronic mailing address on file in the CSAB System for the Authorizing Official who placed the order.

(d) The Department shall review CSA requests, modify them if necessary, then satisfy them or process them for satisfaction by another party, or reject them based upon their compliance with these rules and compatibility with SUNCOM offerings. Each modification, major progressive step, rejection or satisfaction of the request shall result in electronic notification and/or readily apparent indicative changes in the CSA and/or Billing Data within the CSAB System(s).

(e) SUNCOM Providers shall use the CSAB System(s) or exchange data with the CSAB System in accordance with the Department data exchange standards, as the means of accepting SUNCOM service requests and shall expeditiously and accurately update status information regarding the SUNCOM Provider’s efforts to satisfy the request and/or make changes to the SUNCOM service.

(f) The CSAB System(s) shall be the foundation of the SUNCOM inventory of services obtained from SUNCOM Providers and Services consumed by Customers. Therefore, the CSA data shall be the basis for billing and audits verifying the accuracy of SUNCOM Provider charges to SUNCOM and SUNCOM charges to Customers.

(2) The Customer’s responsibilities in the order process shall be as follows:

(a) Register to Become a Customer – Eligible Users which are not SUNCOM Customers or Required Users must submit a request, provide the associated information and agree to the terms and conditions as described in Rule 60FF-1.003, F.A.C.

(b) Appoint and Maintain Authorizing Officials – The Customer shall appoint Authorizing Official(s) on behalf of the Customer and all of its subordinate entities (for which the Customer makes organizational and/or accounting distinctions). Multiple roles within the CSAB system(s) may be held by single or several individuals, as long as all of the roles available to Customers in the CSAB system(s), including the authority to appoint other Authorizing Officials, are performed by appointees of the Customer.

1. Each Customer shall have the sole responsibility to ensure that only its duly designated Authorizing Officials exercise the commensurate Customer authorities in the CSAB System(s) on the Customer’s behalf.

2. All Authorizing Officials are obliged to achieve and maintain understanding of their role(s) and associated authorities and functionality of the CSAB System(s) and SUNCOM processes to satisfy Customer requests and to invoice for services.

(c) Establish and Maintain Customer Accounts – Each Customer shall establish and maintain accurate and current data within the CSAB System(s) regarding the Customer’s profile, accounting information and Authorizing Officials.

(d) Place Orders – Absent a declaration to the contrary from the Department, the CSAB System(s) shall be the sole means for Customers to request or modify SUNCOM Services. In order to be considered a valid CSA, irrespective of the means of establishing it, a CSA must have a corresponding entry with a unique identification number in the Department electronic repository of CSA data and can only be established with consent from the Authorizing Official. CSAs are initiated through the following:

1. Direct entry of the associated data into the SUNCOM CSAB System(s) by the Authorizing Official.

2. Agreements between the Department staff and the Customer to establish CSAs on behalf of the Customer.

3. Electronic insertion of CSA data into the Department’s electronic repository of CSA data with consent from the Customer and the Department.

(e) Monitor Statuses and Inventories – All Customers are responsible for monitoring events and accessible inventories in the CSAB System(s) related to the Customer account(s) and services.

(f) Audit Invoices – Each Customer shall be solely responsible for auditing invoices to the Customer against the CSA data and ensuring that billings reflect the correct inventory and correct service charges, in accordance with SUNCOM prices, for the invoicing period.

(g) Adapt to System Enhancements – The Customer is responsible for keeping abreast of enhancements to and announcements regarding the CSAB System(s) and changing Customer processes in accordance with the changes to the CSAB System(s).

(h) Acknowledge the Primacy of CSAB Data – Because the CSAB System(s) is the foundation of the SUNCOM inventory of services consumed by SUNCOM Customers (when written agreements with SUNCOM Providers or Customers do not specifically exclude the CSA process) and the basis for invoicing to Customers for services, Customers must make good faith efforts to ensure that the data contained in the system(s) is accurate and presuppose its validity.

(3) The Communications Service Provider’s and SUNCOM Service Provider’s responsibilities in the order process shall be as follows:

(a) Accept the CSAB System(s) as the Means for Processing Service Requests – In all instances where agreements between the Department and SUNCOM Providers do not specifically exclude the CSA process, SUNCOM Providers shall accept CSA data from the CSAB Systems(s) as the basis for processing requests from the Department and SUNCOM Customers, and shall recognize the CSA data as the State’s acknowledgement of its payment obligations.

1. Any services originating from a CSA order shall be satisfied with a SUNCOM service if a corresponding SUNCOM service exists irrespective of any of the choices made by the Authorizing Official.

2. SUNCOM Providers shall not accommodate or satisfy requests for SUNCOM Services from entities that are not Eligible Users.

3. Communications Service Providers shall not accommodate or satisfy requests from Required Users for Network Equipment, Network Services or Network Software outside the CSA or Exemption Request processes unless an exception is explicitly granted by the Department or specified through an agreement between the Department and the Provider.

4. SUNCOM Providers shall not accommodate or satisfy requests for SUNCOM Services from Eligible Users outside the CSA process unless an exception is explicitly granted by the Department or specified through an agreement between the Department and the Provider.

If a SUNCOM Provider has been granted an exception to allow selling SUNCOM Services outside of the CSA process, the SUNCOM Provider will supply substantiating detail of said sales using the same standards as outlined in subparagraph 60FF-2.005(3)(b)2., F.A.C.

5. SUNCOM Providers shall not usurp processes or service request procedures intrinsic to the CSAB System(s) unless specifically authorized by the Department in writing.

a. The Department shall grant exceptions to the CSA and billing processes through contractual terms when the nature of the service or the limitation of SUNCOM’s current ability to accommodate the service through these processes require such exceptions in order to make the service available. However, the Department and the SUNCOM Provider shall commit to efforts to eliminate these exceptional conditions.

b. The Department shall grant other exceptions to the CSA process only when the need for a service constitutes an emergency as determined by a Department employee.

(b) Update the CSAB System(s) Accurately and Expeditiously – SUNCOM Providers shall use the CSAB System(s) or exchange data with the CSAB System(s) in accordance with the Department data exchange standards, to expeditiously and accurately update status information regarding the SUNCOM Provider’s efforts to satisfy a request.

(c) Acknowledge the Primacy of CSA Data – Because the CSAB System(s) is the foundation of the SUNCOM inventory of services obtained from SUNCOM Providers and services consumed by SUNCOM Customers (when agreements with SUNCOM Providers do not specifically exclude the CSA process) and the basis for invoicing SUNCOM Customers, SUNCOM Providers must make good faith efforts to ensure that the data contained in the system is accurate and presuppose its validity.

Absent clear evidence to the contrary, disputes regarding whether or not a compensable service has been rendered shall be determined by the existence of data in the CSAB System(s). This data shall verify that a CSA request had been issued and a compensable service had been rendered for the period corresponding to a SUNCOM Provider’s claim in order for the SUNCOM Provider to receive the associated payment.

(d) Fostering and Adapting to Enhancements to the CSAB System(s) – SUNCOM Providers are responsible for assisting the Department in efforts to enhance the system and changing SUNCOM Providers’ processes to facilitate enhancements.

(4) The Department’s responsibilities in the Order Process shall be as follows:

(a) Maintain the CSAB System(s) – The Department shall ensure the availability of the system to Customers and SUNCOM Providers in a manner consistent with the standard business needs of the Customer and SUNCOM Providers.

(b) Enhance the CSAB System(s) – The Department shall engage in continuous efforts, in partnerships with Customers and SUNCOM Providers, to enhance the CSAB System(s) to improve usability and enhance functionality.

(c) Inform the Customer – The Department shall expeditiously and thoroughly inform users of the CSAB System(s) of impending changes to functionality and interfaces for the purpose of enabling users to adjust their business processes accordingly and retain effectiveness when using the system(s).

(d) Train the Customer – The Department shall provide training to users of the CSAB System(s) pertaining to its functionality and the business processes intrinsic to the system(s) and the CSA and billing processes.

(e) Modify and Approve Customer Requests – In instances where the business process requires it, the Department shall expeditiously review CSA requests from Customers, modify them where appropriate, satisfy them or process them for satisfaction by another party or reject the CSA after communicating with the Authorizing Official regarding the reason.

(f) Acknowledge the Primacy of CSA Data – Because the CSAB System(s) is the foundation of the SUNCOM inventory of services obtained from SUNCOM Providers and services consumed by SUNCOM Customers (when agreements with SUNCOM Providers do not specifically exclude the CSA process) and the basis for invoicing provided to Customers for services, the Department must make good faith efforts to ensure that the data contained in the system is accurate and presuppose its validity.

Rulemaking Authority 282.702(2), 282.702(9) FS. Law Implemented 282.702(2), (8), (12), 282.703, 282.704, 282.705, 282.706, 282.707 FS. History–New 6-25-08, Amended 3-2-17.