Broadband Welcome Kit

Your Verizon Service team will help guide you through the eventual handoff to the Verizon Network Operations Center (NOC).

Demarcation Point (DMARC)

• Broadband is terminated to the MPOE (Minimum Point of Entry) where the circuit is delivered into the building. Requests to terminate the circuit past the MPOE should be included on the order in order to facilitate the install.

Note: Extensions made past the MPOE vary by provider and could be subject to an additional charge.

Special Construction (SCON)

There may be contingencies to Broadband service availability such as potential Special Construction (SCON). In order to better manage the SCON process, the customer should consider the following:

• SCON will lengthen the install interval so care should be made to address and provide approval feedback timely

Customer action

Determine a threshold expense acceptable for the SCON charges. If an order is above the established threshold, other solutions.

• Third Party Providers require payment in advance of starting work which requires an approval process from the customer and Verizon.

Customer action

Be prepared to review and advise your OM/PM on the SCON in a timely fashion to help limit any installation delays.

• Right of Entry may be required and as part of the SCON process

Right of Entry (ROE)

• When the customer does not own the building and access to the property is needed for Special Construction, a Right of Entry document could be required
• Contract between Third Party Vendor and customer allowing access to the facility and to complete the work and SCON needed
• Verizon cannot sign an agreement on behalf of the customer or other vendor.
• Customer may have utility rights which typically gives them ROE approval
• Verizon PM’s will act as milestone aggregators and should track ROE as a subset of SCON
• Agree on interval expectations and when and for what reason to escalate with the landlord.

Power Requirements

Loss of electrical power may cause your Verizon access service to cease working if there are no accommodations made for back-up power. Verizon highly recommends you install an Uninterruptible Power Supply (UPS) onsite.

Verizon does not provide UPS units; however, if you choose to implement a UPS, the following are some guidelines for reliable communications in case of a power outage:

• Back-up the entire building using UPS. This will help protect all devices and equipment from power failures, including telephony, data networking, and PCs.
• Provide a separate generator for back-up power (in addition to the feed provided by the utility company). In this case, you may still need to add UPS, because it may take a few minutes for the generator to ramp up.

Note: The advantage of this approach is that less battery time is needed for each UPS. You should consult with your Order Manager (OM)/Project Manager (PM)for any additional power requirements as needed.

Issues

The graphic below shows some common situations that may cause issues or delay your Broadband installation.

For more detailed information about preparing your site for your upcoming installation (either performed by you or Verizon), please refer to Verizon’s Customer Readiness website.

To successfully deliver Broadband, there are some activities that must be completed by both Verizon and you. Our goal is to keep you informed and aware of all the steps.

Verizon Steps

Verizon will take the following actions to provide smooth implementation of your Broadband connectivity:

• Your Order Manager or Project Manager (OM/PM) will provide you with their contact details, and other information associated with your Broadband order.
• OM/PM will schedule an Order Verification Call/Customer Kickoff Call with you.
• Upon successful submission of your Broadband order, your OM/PM would be your lead contact for the project via weekly status calls and as needed communications.
• OM/PM will coordinate all Broadband components from start to finish as part of the service:
• Examples:
  • Provisioning and installation of circuits at your facility.
  • Coordinate 3rd parties as necessary
• Provide periodic implementation progress updates

Customer Steps

The following steps on your part will also lead to a successful and timely delivery of your Broadband circuit:

• If needed, prepare your site for installation (as outlined below).

Customer action

As an example, upon notification by Verizon of the Telco tentative dispatch date, you should ensure each local contact will be onsite for the installation and knows about the pending order. If the local contact will be unavailable, an alternate contact must be provided to avoid a reschedule and missed appointment..

Instruct the local contact(s) to direct the Local Exchange Carrier (LEC) technician to the location where the circuit demarcation (Telco Closet) is to be placed and advise them if the demarcation must be extended to other points within the building.

• Notify Verizon as far in advance as possible of any times during which activations or installations may not be scheduled so as to not impact your delivery schedule.
• If a change to the established activation/installation date is required, communicate those changes as soon as possible to your OM/PM.
• Inform Verizon of any networking changes (your facility, 3rd party changes, etc.) that are relevant to your Broadband install.

Note: (for Non-US Implementations ONLY) Check with your Account Team or Order Manager to confirm if you need to provide a separate copper telephone line (PSTN line) for your Broadband service. This is rare, but still required by some providers.

Customer Kickoff Call (if applicable)

The Customer Kickoff Call is the first gathering set up by your Project Manager (PM) (if contracted) after your Broadband contract has been signed. The call would consist of:

• Verizon Broadband team introductions, roles, and responsibilities
• Expectations of Verizon and your organization
• Validate the project scope and services
• Discuss timelines and deliverables
• Next steps

Service disruptions can hurt a company's bottom line and compromise an organization's mission. The economic and reputational imperatives of the current market have shifted the discussion from IT disaster recovery to an enterprise-wide business continuity focus.

Organizations of all sizes and industry types should have ongoing, enterprise-wide Business Continuity Programs that develop, prepare and exercise the various areas of continuity from critical business processes to IT service availabilities. The Business Continuity Program should address areas such as Emergency Response, Impact Analysis, Business Continuity Plans, Disaster Recovery Plans, Supplier Plans, Exercises, and ongoing BC program management.  

The goals of today’s most relevant Business Continuity Programs are those providing organizations with an enterprise-wide business continuity focus, that not only includes strategizing and planning for IT service availability and disaster recovery, but addresses the ability to manage all areas of critical and continuity activities of the program to help prepare and mitigate the impact from ever-increasing risks threatening to interrupt organizations’ critical processes.

Key criteria your organization should consider when creating a relevant, enterprise-wide Business Continuity Program to help protect your business critical information and processes

• The Executive Team has established enterprise-wide business continuity objectives
• The BC Program is
  • Enterprise-wide, and extends beyond the IT department
  • Part of the organization’s annual operational budget
  • An on-going, steady-state operation of the business
• Regular assessments and reviews to validate business recovery requirements, priorities capabilities and compliance requirements
• IT Service strategies and recovery solutions to maintain effective service resiliency and availability align to the business requirements
• Appropriate emergency response, business continuity, communications and disaster recovery plans are designed and developed to provide proper guidance during an event
• Regular BC Program maintenance is being performed to manage the program changes
  • Determine if you can/will manage the BC Program internally, or using a BC partner
  • If a BC partner, determine those with the best capabilities to manage your organization’s size and needs
  • Confirm the group or persons managing your BC Program is qualified, they have references, ISO accreditations and BC certifications
• Annual exercises and tests are performed before an event happens, validating your plans effectiveness
• Develop clear and simple methods, policies and procedures to follow
• Keep all resources properly trained
• Once the event is over, you should have a plan in place to bring your business back to normal operations

Verizon can help you with your Business Continuity planning needs

Verizon's portfolio of Business Continuity Consulting, Planning and Management help reduce the risk and impact from a disruption by providing enterprise-wide Business Continuity Programs that generate strategic solutions, formulate plans and manage program preparations to provide effective continuity measures should an unavoidable crisis occur.

With the Verizon Business Continuity Management portfolio of consulting services and programs, we help our customers to effectively prepare and maintain continuity during planned and unplanned events to help reduce the risk and impact from disruptions. Please contact your Verizon account team for further assistance.

Customer action

The local contact must ensure technicians have access to all on-premises wiring and space locations.

Note: After hours fees may apply. Please review your contract for details on these charges.

• Post-installation, Verizon will verify the network service is provisioned and will send information that the service is complete.

Note: Only installation services purchased through Verizon would be coordinated by your OM/PM. Any delays with outside vendor services associated with your Broadband Connectivity Services may impact the implementation timing of Broadband and/or other services ordered at your site

Customer action

After implementing your Broadband Connectivity Services, any new services may have to go through the contracting process. Ask your Verizon Account Team for more details.

Easily Manage your Services Online

The Verizon Enterprise Center makes it easy for you to monitor, manage, analyze and optimize your Verizon products and services online. Available seamlessly between desktop, tablet and smartphone – you can act on your crucial data wherever your work takes you.

Customer action

Please open all tickets through the Verizon Enterprise Center, as outlined in the Verizon Enterprise Center section of this document.

Troubleshooting Guidelines

Customer action

There are a few things you can do prior to reporting an issue with your Broadband:

• Check for power to the modem
• Check connections to the modem, e.g., Ethernet cable
• Power cycle (reboot) the modem and any attached CPE.

Should you still have issues after completing the steps above, please open a trouble ticket via the Verizon Enterprise Center.