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Key information

Subcategory 1.1 - Dedicated Transport

Land based transport services to include one or more of the following: DS0, DS1, DS3, ISDN PRI.

Subcategory 1.2 - Multiprotocol Label Switching (MPLS) Virtual Private Networking (VPN), and Converged Voice over Internet Protocol (VoIP) Telephony

Network based MPLS data services where the switching equipment is owned and maintained by the Contractor; Converged VoIP services where the end user LAN is utilized and VoIP traffic is converged with data traffic via an MPLS access circuit.

Subcategory 1.3 - Standalone Voice over Internet Protocol (VoIP) Telephony

Network based IP voice services where the switching equipment is owned and maintained by the Contractor via a full turnkey end to end solution.

Subcategory 1.5 - Toll Free Voice Calling

Domestic and international toll free voice calling services where the called party pays for the call.

Subcategory 4.1 - SONET Ring Connectivity

Synchronous Optical Network (SONET) service for high bandwidth communication paths in a bi-directional and self-healing configuration.

Subcategory 4.2 - SONET Point-to-Point Connectivity

Synchronous Optical Network (SONET) service for high bandwidth communication paths in a point-to-point configuration.

Category 5 - Managed Internet Services

Managed Internet Service is a dedicated Internet access service that provides businesses with high-speed Internet access through communications facilities managed by Verizon. Verizon Managed Internet Service assembly options include dedicated Internet port, transport from the customer site to the nearest Verizon Point-of-Presence, and Verizon owned/managed router.

Subcategory 6.1 - Hosted IVR/ACD

Network Based Contact Center (NBCC) services include Verizon Hosted Interactive Voice Response (IVR) and Automatic Call Distributor (ACD) services. Verizon’s Hosted Contact Center Solutions portfolio provides a comprehensive, managed, network-routing solution that intelligently routes multimedia transactions and web push collaboration for contact centers. Hosted Intelligent Contact Routing gives customers with multiple contact centers the power to operate as one virtual enterprise or independently to meet business needs.

Category 7 - Network Based Managed Security
  • DDoS Detection and Mitigation Service: network based Distributed Denial of Service (DDoS) detection and mitigation service.
  • Email Monitoring and Scanning Services: network based email monitoring and scanning service. The service functions shall consist of anti-virus, anti-spam protection and content control.
  • Web Security and Filtering Service: network based web security and filtering service.
  • Security Information and Event Management (SIEM): this service will collect, analyze, assess and correlate security events from devices located on the Customer Premise. Supported devices shall include routers, network intrusion detection probes, server based firewalls, host intrusion detection management stations and unified threat management.

For all Verizon CALNET 3 billing questions, please contact our Service Desk at: 1-855-CALNET3 (1-855-225-6383) or email us at:

CALNET3-Billing@verizon.com

You can also contact the State CALNET 3 Contract Management Organization (CMO) at:

CALNET3BillingandInvoicing@state.ca.gov

 

For CALNET3 Government Customers ONLY. Support contacts below do not have access to support information or tools relating to FiOS, Wireless, DSL, Internet, or any other consumer, residential, or non-government business entity products and services.

CALNET 3 Government Customers requiring ticket escalation should use the contact and ticket definition information below:

Government Managed Network Service Center Escalation Contacts

Escalation Level / Contact
Title
Number

1st Level - Shift Leader

1st Level - Shift Leader

Request to speak to 1st Level Escalation

Request to speak to 1st Level Escalation

800-293-5844, Option 1

800-293-5844, Option 1

2nd  Level - Supervisor

2nd  Level - Supervisor

Request to speak to 2nd  Level Escalation

Request to speak to 2nd  Level Escalation

800-293-5844, Option 1

800-293-5844, Option 1

3rd  Level - Duty Manager

3rd  Level - Duty Manager

Request to speak to 3rd  Level Escalation

Request to speak to 3rd  Level Escalation

800-293-5844, Option 1

800-293-5844, Option 1


 

The escalation path above should be used for the following services:

  • 1.2 MPLS Port, Access and Router
  • 4.1 SONET Ring Connectivity
  • 4.2 SONET P-TO-P Connectivity
Government Un-Managed & Other Network Repair Escalation Contacts

Escalation Level / Contact
Title
Number

1st Level - Shift Leader

1st Level - Shift Leader

Lead Specialist Engineer

Lead Specialist Engineer

877-331-4276

877-331-4276

2nd  Level - Incident Mgmt Service Desk

2nd  Level - Incident Mgmt Service Desk

Duty Manager

Duty Manager

888-212-0139

888-212-0139

3rd  Level - Request Manager Escalation

3rd  Level - Request Manager Escalation

Manager

Manager

888-875-4144

888-875-4144


 

The escalation path above should be used for the following services:

  • 1.2 MPLS Port
  • 1.2 MPLS Port and Access
  • 1.1 ISDN PRI
  • 1.2 VPLS
  • 1.2 DSL Internet
  • 1.1 InterLATA/Interstate: Carrier DS0, DS1, DS3
Voice over IP (VoIP) Repair Center Escalation Contacts

Escalation Level / Contact
Title
Number

1st Level - Shift Leader

1st Level - Shift Leader

Specialist Engineer

Specialist Engineer

877-331-4276

877-331-4276

2nd  Level - Supervisor

2nd  Level - Supervisor

Request to speak to 2nd  Level Escalation

Request to speak to 2nd  Level Escalation

877-331-4276

877-331-4276

3rd  Level - Duty Manager

3rd  Level - Duty Manager

Request to speak to 3rd  Level Escalation

Request to speak to 3rd  Level Escalation

877-331-4276

877-331-4276


 

The escalation path above should be used for the following services:

  • 1.2 Converged VoIP
  • 1.3 Standalone VoIP
  • 1.2 SIP Calling/Trunking
Audio/Video Conferencing

Escalation Level / Contact
Title
Number

1st Level - Request Mgr Escalation

1st Level - Request Mgr Escalation

Operator

Operator

877-331-4276

877-331-4276


 

The escalation path above should be used for the following services:

  • 1.2 & 1.3 Audio/Video Conferencing
  • 1.3 Audio Conferencing
Virtual Contact Center (VCC) Escalation Contacts

Escalation Level / Contact
Title
Number

1st Level - Technical Support Mgr

1st Level - Technical Support Mgr

Manager

Manager

855-450-9898

855-450-9898

2nd  Level - Technical Support Dir

2nd  Level - Technical Support Dir

Director

Director

855-450-9898

855-450-9898

Product Marketing

Product Marketing

703-694-5462

703-694-5462


 

First and Second level of escalation will use the Toll Free number listed above and ask for the Technical Support Manager or Director, if appropriate.

This escalation path should be used for the following services:

  • 6.1.2 Network Based Contact Center (NBCC) Services
Advanced Routing Support (ARS) Escalation Contacts

Escalation Level / Contact
Title
Number

1st Level  - Tech assigned to the ticket

1st Level  - Tech assigned to the ticket

Lead Engineer

Lead Engineer

800-319-9928

800-319-9928

2nd  Level - Supervisor

2nd  Level - Supervisor

Request to speak to 2nd  Level Escalation

Request to speak to 2nd  Level Escalation

800-319-9928

800-319-9928

3rd  Level - Duty Manager

3rd  Level - Duty Manager

Request to speak to 3rd  Level Escalation

Request to speak to 3rd  Level Escalation

800-319-9928

800-319-9928


 

The escalation path above should be used for the following services:

  • 6.1.2.4 Network based Inter Active Voice Response (NBIVR) System
Managed Security Services

Escalation Level / Contact
Title
Number

1st Level - Tech assigned to the ticket

1st Level - Tech assigned to the ticket

Lead Engineer

Lead Engineer

866-444-6762, Option 2

866-444-6762, Option 2

2nd  Level - Supervisor

2nd  Level - Supervisor

Request to speak to 2nd  Level Escalation

Request to speak to 2nd  Level Escalation

866-444-6762, Option 2

866-444-6762, Option 2

3rd  Level - Duty Manager

3rd  Level - Duty Manager

Request to speak to 3rd  Level Escalation

Request to speak to 3rd  Level Escalation

866-444-6762, Option 2

866-444-6762, Option 2


 

The escalation path above should be used for the following services:

  • Category 7: Network based Managed Security
State Agency Service Management Escalation Contacts

Escalation Level / Contact
Title
Number

1st Level - Tech Program Mgmt

1st Level - Tech Program Mgmt

Lead Specialist Engineer

Lead Specialist Engineer

55-CALNET3, Ext. 4

55-CALNET3, Ext. 4

2nd  Level - Devin Bautista devin.bautista@verizon.com

Service Ops Manager

Service Ops Manager

916-779-5686

916-779-5686

3rd  Level - Shon Day shon.day@verizon.com

Contract Manager

Contract Manager

916-365-6588

916-365-6588

4th  Level - Chris Fleming christine.fleming@verizon.com

Area VP - Svc

Area VP - Svc

925-270-5384

925-270-5384


 

Any escalation requiring account team level assistance should use the escalation levels mentioned above.

Non-State Agency Service Assurance Escalation Contacts

Escalation Level / Contact
Title
Number

1st Level - Incident Mgmt Service Desk

1st Level - Incident Mgmt Service Desk

Duty Manager

Duty Manager

888-212-0139

888-212-0139

2nd  Level - Assigned Account Manager

2nd  Level - Assigned Account Manager

Senior Client Executive

Senior Client Executive

3rd  Level - Nick Beachler nick.beachler@verizon.com

Managing Client Partner

Managing Client Partner

512-962-0370

512-962-0370

4th  Level - Ross Shapiro ross.shapiro@verizon.com

Associate Director

Associate Director

916-508-4704

916-508-4704


 

Any escalation requiring account team level assistance should use the escalation levels mentioned above.

Service Taxes, Fees, Surcharges and Surcredits Reports

Year

Year

Quarter

Quarter






2014

2014


Who can use the CALNET Statewide Contracts?

Most Executive Branch State agencies are required to use the CALNET Statewide Contracts to purchase mandatory telecommunications and network services; however, the CALNET contracts can also be used by federal agencies, and local public entities that are 100% tax-supported and non-profit or have an eligible joint powers agreement.

The following are examples of customers using CALNET Statewide Contracts:

  • State Departments and Agencies
  • State Colleges
  • State Universities
  • Community Colleges
  • Schools
  • Libraries
  • Cities
  • Counties
  • Special Districts (Water, Fire, etc.)
  • 100% tax-supported agency
  • An agency with a Joint Powers Agreement (JPA)
  • Federally recognized Indian Tribes
Why use the CALNET Statewide Contracts?

CALNET Statewide Contracts contacts provide robust, reliable, and high availability telecommunications services at special rates. CALNET Statewide Contracts offer awarded contractors a larger customer base than any other qualified government purchasing vehicle, which encourages contractors to offer lower pricing and more favorable terms, conditions and Service Level Agreements (SLA’s). This collective buying power of the whole public sector in the State generates lower rates and better services.

Additional benefits of using CALNET:

  • Cost effective, reliable services.
  • Services are competitively bid.
  • Eliminates individual customer procurement costs and risk.
  • Industry standard or better Service Level Agreements.
  • CALNET Program staff that provides excellent customer support.
  • CALNET Program staff manages contractors to ensure quality performance.
  • No term commitment for standard catalog priced services.
March 20, 2017
Verizon Enterprise Center CALNET 3 Overview User Guide revisions and other updates

An updated Verizon Enterprise Center CALNET 3 Overview User Guide has been posted via the Training link on the CALNET 3 portal (http://calnet3.verizon.com) with new screen illustrations and instructions for the following enhancements:

  • Effective 3/18/17: an improved streamline registration process will occur after a new user clicks on the Register button from the Account Login screen.
  • Effective 3/31/17: the Quick Tasks section on the Account Login screen will display a new link, Disconnect a Service, under the Invoice tab. Also, once a user is logged in to the CALNET 3 portal, the Billing Reports section will provide a simplified way to view or schedule bill reports, for one or multiple accounts; and finally, users will be able to access their SLA Credit Detail reports through Bill Report Inbox in the Billing Report Tools section.
May 25, 2016

Verizon Enterprise Center portal maintenance: Saturday, May 28, 2016, 2 pm - 10 pm PST.

Verizon Enterprise Center portal maintenance has been scheduled for Saturday, May 28, 2016, 2 pm - 10 pm PST.

Application impacts:

Unavailable:

  • Network Manager
  • Toll free routing through Network Manager LITE in Direct Mode Customers received direct email notification, to plan TF Routing changes accordingly

Intermittent periods of downtime:

  • Verizon Enterprise Center

No impact:

  • Verizon voice network will be operational
November 5, 2015
VEC Product Tools Page Improvements - Effective 11/21/15

Effective 11/21/15, Verizon is improving the Verizon Enterprise Center Product Tools page to assist you with the selection of options to configure, monitor and report on your voice, data, IP networks and products. The page has been reorganized to simplify access to links under two categories: Network Management and Network Reporting. The CALNET VEC Overview Guide has been updated and posted to the Training section to provide further information about Product Tools.

September 15, 2015
Upcoming Change to Verizon Remittance Address
To Customers Who Pay By Mail: Verizon Remittance Address Change

Please be advised that the payment address reflected in the Remittance section of the Statement Summary of your invoice will change. Effective with November invoices, payments should be mailed to the following address:

Verizon

PO Box 15043

Albany, NY 12212-5043

If you submit check payments via online banking, please update your account with the new Verizon payment address to ensure accurate delivery.

July 30, 2015
VEC Improvements and Enhancements Effective July 30, 2015

Verizon continues to improve and enhance our Verizon Enterprise Center to help you manage your CALNET3 services. Effective 7/30/15, we will enhance the Landing/Home page to include summary view of Invoice Inquiries and Trouble Tickets and allow customer defined Favorites list. The Billing page has been reorganized to simplify access to links for various billing activities, and enhanced for customization of invoice views.

July 15, 2015
Portal Security Enhancements Effective July 24, 2015

Effective 7/24/15 new security enhancements will be implemented at the CALNET 3 Portal to protect your data.  When you log-in to the portal, you will be asked to make the following one-time changes:

  • Accept the Terms & Conditions (T&C)
  • Select a Security Image, and establish three Secret Question/Secret Answer combinations
  • Select two delivery methods to save on file for a one-time passcode

Please see the CALNET 3 User Guide at calnet3.verizon.com for detailed instructions.

January 28, 2015
Portal Enhancements Coming Soon!

Beginning February 22, 2015, you will see changes in the way that you log into the CALNET3 portal. You will enter your userid on one screen, and then your password on a second screen. These changes are the first steps in a series of Security enhancements by Verizon over the coming months to protect your data.

Also beginning February 22, you will see screen changes as you navigate between web applications and specifically within the Repairs application which will be enhanced to provide a faster, better user experience opening and viewing trouble tickets.

Support:

Connect with a Verizon support representative for Repair Tickets, Billing Inquiries, and Online Account Access:

1-855-CALNET3   (1-855-225-6383)

Request Consultation:

Connect with a sales representative about our CALNET 3 products:

Steve Matthews: 916-779-1292, stephen.matthews@verizon.com