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Overview
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Verizon’s Managed Wide Area Network (MWAN) Services provide comprehensive network monitoring and management functions for wide area and IP networks that include Multi-Protocol Label Switching (MPLS), Ethernet, Private Line, Internet, and wireless. Leveraging our extensive global network and technical expertise, Verizon’s Managed WAN Services allow you to focus on your core business and potentially control your investment spend as we provide you support by managing your upgrades, changes, globalization, and other complex network issues.
Verizon’s trained staff, automated systems, and industry-standard processes give your business a world-class team to keep your network up and running. Whether a network is comprised of a handful of sites or thousands, our personnel have the experience and skills to help you operate more efficiently.
The Managed WAN Services comprehensive service capabilities include design and implementation, proactive monitoring, fault isolation and restoration, proactive notification, change management, and performance reporting. And, Managed WAN Services is backed by industry-leading Service Level Agreement (SLA).
Verizon can provide Managed WAN Services on new networks (“Managed Implementation”), or can take on management of many existing operational networks (“Managed Takeover”) for your organization. In both cases, Managed WAN Services typically care for the following elements and options:
- Transport management (Inclusive of Access)
- MPLS (Multiprotocol Label Switching ): Verizon Private IP and third Party MPLS network
- Internet: Verizon Internet Dedicated and Internet Broadband Services, and third party broadband connections [i.e. Cable / Digital Subscriber Line (DSL) / Fiber Optic Service (Fios)]
- Verizon Ethernet Services:
- Ethernet Switched E-Line
- Ethernet Switched E-LAN
- Internet Dedicated Ethernet
- Private Dedicated Ethernet
- Verizon Private Line and Dedicated E-Line
- Wireless Services: Private and public wireless services ordered through Verizon (U.S. and international).
- Customer Premise Equipment(CPE) router/hardware management: Inclusive of hardware and software elements
- Managed WAN Feature Options: Optional features to support add-on services such as SD WAN, Wireless Backup, and others.
Your Managed Services Implementation Manager will work with you confirm your order and to begin the management process specific for your organization.
- Transport management (Inclusive of Access)
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The Managed Services Implementation Manager is the primary contact for you regarding your Managed WAN Services. They are responsible for the overall implementation of the project and serve as your single point of contact throughout the course of the project. Your Managed Services Implementation Manager will arrange a Customer Kickoff Call/Order Verification Call to review and approve the Engineering Design Document and begin the implementation process.
Below is a list of activities to be performed by the Managed Services Implementation Manager:
- Schedule and run the Customer Kickoff Call/Order Verification Call.
- Perform overall project management services for the timely delivery and successful activation of the network with Verizon.
- Act as the ultimate point of escalation for the project team.
- Confirm on-time delivery of the project and will pursue/escalate any unmet milestone deadlines.
- Host conference calls among all relevant parties.
- Develop the project plan jointly with you, the Verizon Account Team, and other support groups.
- Secure and matrix-manage all resources necessary for project execution.
- Coordinate resource scheduling with Design and Implementation Engineers.
- Lead the development of processes and procedures required for network implementation.
- Oversee the completion of all steps in the defined process.
- Publish open action items and status reports.
- Establish reporting procedures between Verizon and you.
- Maintain the order tracking with milestone details for circuit/CPE Orders.
- Interface with various Verizon teams to collect status information.
- Act as the point of contact for any order-related issues.
- Verify overall project delivery is compliant with the contract.
- Conduct project closeout meeting. Transitions any remaining non-project issues for follow up.
- Provide re-engagement and, if applicable, change management instructions to you and the Verizon Account Team.
Note: E-mail communication sent by your assigned Managed Services Implementation Manager will contain their contact information along with escalation contact information in the signature section of the email.
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Your Order Manager will communicate as needed in the form of periodic emails and/or follow up calls to provide status on key information regarding the implementation and activation of your Managed WAN Services. The Order Manager will work all aspects of the order directly with you and will gather any additional information needed. The Order Manager and Managed Services Implementation Manager will communicate with each other to help move your order to provisioning.
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Your Design Engineer is responsible for the physical and logical design and development of your network.
Below is a list of activities to be performed by the Design Engineer:
- Create your organization’s custom Engineering Design Document.
- Work with you to help develop an application Test Procedural Document (if applicable).
- Review & verify your hardware and software configurations.
- Review redundancy, availability requirements, and security requirements.
- Make revisions to Engineering Design Document, as required.
- Review IP addressing scheme & request IP Addressing allocation for secondary addressing for network management.
- Provide activation/technical requirements template and hands project off to the Implementation Engineer.
- Responsible for Proof-of-Concept Implementation (typically the hub and a few remotes).
- Provide visibility to your network for network management [i.e. management Permanent Virtual Circuits (PVCs)] once the link has been provisioned.
- Transfer presales design and customer expectations to the post-sales implementation team during project kickoff meeting.
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The role of your Implementation Engineer is to act as the technical point of contact during any required device installations while providing virtual support on all managed equipment or circuits, taking over the network implementation from the Design Engineer after the first few sites are implemented.
Below is a list of activities to be performed by the Implementation Engineer:
- Communicate with you as necessary for required technical information.
- Confirm out-of-band modem and Layer 1, 2, and 3 connectivity for the hardware and access.
- Validate all necessary WAN circuits are passing IP traffic as designed.
- Build logical configurations for connectivity to your network.
- Engage other Verizon teams if activation of the port as needed.
- Act as your technical point of contact during device activation.
- Test devices to confirm they meet security and compatibility standards for your existing network devices.
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Upon going under management with Verizon for your Managed WAN Services, your organization will have a Project Engineer assigned.
Below is a list of activities to be performed by the Project Engineer:
- Manages the hand-off transitioning process of networks from Design & Implementation (Managed Services Delivery) to Service Assurance (Managed Services Operations)
- Point-of-Contact for non-real-time-service issues
- Point-of-Contact for your Terminal Access Controller Access Control System (TACACS) account requests and password resets
- Point-of-Contact for your WAN Analysis account registration and password resets
- Sets up your Netflow Customer Product Administrator (NCPA) on the WAN Analysis Portal
- Maintains the Enterprise Service Portal (ESP), the MNS Database of Record
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Your Managed Services Implementation Manager will review the site and other requirements with you on the Customer Kickoff Call/Order Verification Call.
Customer action
Please review the following site readiness details below prior to having any new services activated or installed, and take appropriate action as needed.
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Engineering Design Document
The Engineering Design Document is a vital portion of your Managed WAN Services offering. The customized document provides you with the technical details of your proposed solution and works as the source document Verizon leverages for all of your Managed WAN Services.
A typical Engineering Design Document would include these sections:
- Introduction
- Existing network details
- Proposed design details
- Hub and remote site details
- Internet access
- Default and LAN routing protocols
- SD WAN design considerations
- Failover/load sharing availability
- Multi-Virtual Routing and Forwarding (VRF) /extranet routing details
- Device Operating System (OS) requirements
- Routing scenarios (normal, remote, failure)
- Multicast design
- Quality of Service (QoS) required
- IP addressing
- VoIP/IP telephony
- Physical design
- SNMP and security
- Out-of-Band (OOB) Access
- In-Band access
- Management
- Reporting
- Network management and reporting tools
- 3rd Party networks/activities
- Business continuity/disaster recovery plans
- Migration requirements
- Customer responsibilities/actions
- Project assumptions/caveats
Customer action
To help your Managed WAN Services project stays on schedule, you should prepare and ensure you are able to answer or address the required Engineering Design Document sections after signing the Managed WAN Services contract.
Site Requirements
Review Verizon’s Customer Readiness Website. This site will assist you in preparing for your Managed WAN Services with Verizon. Reviewing the content on this site and following some simple steps will help facilitate a smooth installation and activation of your service.
Physical Requirements
When there are physical, onsite components to your Managed WAN Services, you must take specific action and/or ensure the following items are appropriately addressed:
- The local contact must verify receipt of “room ready” requirements such as secure space for service equipment, power levels for the circuit and equipment as communicated by Verizon and conduit /cabling path and wiring and requirements needed to connect equipment to the DMARC (Demarcation) and a date on which they will be completed.
Customer action
You are responsible for general inside wiring which is not part of the activation of the Customer Premise Equipment (CPE) or services.
- Assume responsibility for hardware, software and memory compatibility issues related to existing equipment you choose to use.
Customer action
You are responsible for general inside wiring which is not part of the activation of the Customer Premise Equipment (CPE) or services.
Demarcation (DMARC) Extensions
If any of the Managed WAN Services Verizon will handle for you need to be extended beyond the telecommunications demarcation point, you are responsible for ensuring extended demarcation facilities are installed and ready before implementation of your Verizon Managed WAN Services.
Alternatively, you may be able to order a DMARC extension from Verizon or a third-party Local Exchange Carrier (LEC).
Note: Delays in extending your DMARC may result in Managed WAN Service implementation delays.
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 communication 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 Managed Services Implementation Manager for any additional power requirements as needed.
Issues
The graphic below shows some common situations that may cause issues or delay your Managed WAN Services.
For more information about preparing your site for your upcoming installation (either performed by Verizon or you), please refer to Verizon’s Customer Readiness website.
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To successfully deliver your Managed WAN Services, 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 a smooth implementation of your Managed WAN Services:
- Your Managed Services Implementation Manager will provide you with contact details, and other information associated with your Managed WAN Services order.
- You will also receive the contact details for your Order Manager, Design Engineer, Implementation Engineer, and any other relevant Verizon contacts.
- Upon successful submission of your Managed WAN Services order, your Managed Services Implementation Manager will become your lead contact for the project and will provide weekly status calls and as needed communications.
- Managed Services Implementation Manager will arrange the Customer Kickoff Call/Order Verification Call with you, your Order Manager, Design Engineer, and the Implementation Engineer to help develop your Engineering Design Document (i.e. IP Address plan, etc.).
- After the kickoff call, the Design Engineer documents the details, the service needs, and sends the Engineering Design Document to you for approval. When approved, then Design Engineer starts to work on design, documentation and configurations.
- Your Managed Services Implementation Manager will confirm your implementation timeline with the Design Engineer and you.
- Managed Services Implementation Manager will coordinate all project components from start to finish as part of the service, for example:
- Verizon will project manage (through your Managed Services Implementation Manager) the staging, configuring and installation of your routers purchased from Verizon at your facility.
- Provision and install circuits at your facility.
- Coordinate 3rd parties as necessary
- Manage all existing network functions, as applicable
- Submit Letter of Authorization (LOA) for finalization of your managed services. Also, may be referred to as Letter of Agency.
Note: You can receive the LOA by asking your Verizon Account Team.
- Provide periodic updates on the progress surrounding the Managed WAN Services implementation.
- Notify you in advance of any system maintenance and/or Telco work that could impact your installation schedule.
- Advise via “handoff” email from your Managed Services Implementation Manager once the network is under “managed” status and billable.
- After your site is under management, the Verizon Network Operations Center (NOC) assumes the responsibility of your network services.
Customer Steps
The following steps on your part will also lead to a successful and timely delivery of your Managed WAN Services:
- Attend the Customer Kickoff Call/Order Verification Call. Your Managed WAN Services order is unable to move forward without your attendance on this call.
- Verify your site-specific information and circuit information prior to Verizon submitting the order. This confirms orders comply with your site requirements. The correct site address information should be supplied.
- Provide information as requested by your Managed Services Implementation Manager, Design Engineer, and/or Implementation Engineer.
- Begin to assemble details for the areas to be requested within your Engineering Design Document
- Review and approve your organization’s Engineering Design Document
- Provide all information necessary to implement the service and be able to work with the Verizon installation engineer for information like the IP Address plan. Verizon needs to understand the IP addresses associated with your Managed WAN Services plan. For Private IP, Verizon would provide the IP addresses to avoid any address overlapping or confusion.
- If needed, prepare your site for installation (as outlined below).
Customer action
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 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 Managed Services Implementation Manager.
- Inform Verizon of any networking changes (your facility, 3rd party changes, etc.) that are relevant to your Managed WAN Services.
Customer Kickoff Call/Order Verification Call
The Customer Kickoff Call/Order Verification Call is the first meeting scheduled by your Managed Services Implementation Manager after your Managed WAN Services contract has been signed. The call would consist of:
- Verizon Managed WAN Services team introductions, roles, and responsibilities
- Expectations of Verizon and your organization
- Validating the project scope and services
- Discussing timelines and deliverables
Note: You will also receive the contact details for your Order Manager, Design Engineer, Implementation Engineer, and any other relevant Verizon contacts.
Your Managed Services Implementation Manager will provide you with the due dates for the activation/installation of the services handled by Verizon through your Managed WAN Services. These are the dates Verizon will be ready to activate/install your service(s).
Customer action
Please ensure you are available on the date agreed with the Order Manager for the order verification call to avoid any potential service downtime.
Note: Your Managed Services Implementation Manager will be your primary point of contact moving forward until the completion of your Managed WAN Services.
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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 availability. The Business Continuity Program should address areas such as Emergency Response, Impact Analysis, Business Continuity Plans, Disaster Recovery Plans, Supplier Plans, Exercises, and ongoing Business Continuity 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.
Verizon helps 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.
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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.
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Register for the Verizon Enterprise Center
- Go to sso.verizonenterprise.com/ or download the My Verizon for Enterprise mobile app
- Click the ‘Register’ link
- Enter the invitation code you received to complete registration.
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Global Change Management
Global Change Management (GCM) is a framework within Verizon Enterprise Center portal of multiple integrated applications for ITIL (IT Infrastructure Library) based service management. It is designed to simplify the change management process for Verizon customers through the Verizon Enterprise Center portal. In the GCM framework, you can create and submit Managed Network Services (MNS) change or service requests through Verizon Enterprise Center portal. When changes become necessary, Verizon engineers work closely with you to review, assess, schedule, and execute required changes.
Changes to networks are categorized into standard and optional, depending on the impact to the network. Optional requests—generally defined as requirements that alter the existing network design—are routed to engineering through a project initiated by the account team.
The Managed WAN Services Full Management service level includes Standard change management (e.g., router configuration, password, request for information, scheduling maintenance, etc.) in the monthly service fee. Optional change management is available for an additional per change fee. You may initiate change management requests through Verizon Enterprise Center portal.
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The Managed WAN Services options can provide simple monitoring and notification up through full management of your network. Verizon is vendor, transport, and equipment agnostic which mean we can deliver the right business solutions for you.
Verizon offers three service levels based upon your needs to meet your business objectives.
Note: Your level of service is based on your contractual agreement with Verizon.
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Full Management
Verizon proactively monitors your network, provides timely notification to you if a fault is detected, and will remediate all Customer Premise Equipment (CPE) physical and logical faults as well as all transport and access issues. Verizon’s Managed Service Delivery team will set up security privileges and addressing schemes, they will retain administrative control of the router, as well as maintain router/switch passwords on your behalf.
Verizon’s Managed Services NOC detects and isolates any specific issues that may occur, remediates CPE logical and physical issues, resolves the fault condition remotely (for logical faults) or by dispatching resources to your site (for physical faults), and they will remediate issues with your access and/or your network.
Note: Your level of service is indicated within your contractual agreement with Verizon.
Physical Management
Verizon proactively monitors your network, provides timely notification to you if a fault is detected, and remedies CPE physical faults as well as transport and access issues. You retain responsibility for correcting logical CPE faults.
Verizon’s Managed Services NOC detects and isolates any specific issues that may occur. Verizon will remediate CPE physical issues by dispatching resources to a customer’s site. If Verizon determines the issue is related to CPE software, or a logical fault, the Managed Services NOC informs you the issue is related to CPE software, so you may remedy that issue. Verizon remains responsible for remediating issues with the access and/or the network.
Monitor and Notify
Verizon proactively monitors your network elements and provides timely notification to you if a fault is detected. The customer resolves the logical and physical faults that are found (by Verizon) to be isolated to the CPE and/or any third party transport. Verizon takes responsibility to resolve Verizon transport and access issues.
Note: One thing to note is with the Monitor and Notify service option, Verizon does not coordinate the ordering or install of your 3rd party circuits. And, you must have your 3rd party network and/or CPE installed and working before Verizon would be able to take over management of your network.
The service levels referenced above and the support provided are detailed in the table below.
Level of Service Verizon will… You will… Full Management “Manage it for me”
Isolate and remedy access, network, and CPE physical and CPE logical faults.
Support Verizon to remedy fault condition, if required.
Physical Management “Help me manage it”
Isolate and remedy access, network and CPE physical faults.
Remedy CPE logical faults.
Monitor & Notify “Tell me what’s happening”
Isolate and remedy access and network faults.
Remedy CPE logical and physical faults.
Note: There are also Change Management Service Level Objectives (SLOs) available. These are not Service Level Agreements (SLAs), but targets which have no associated financial credit if the objective is not met by Verizon..
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WAN Analysis
WAN Analysis is a network utilization and network inventory platform which is included with Managed WAN Services and Private IP. It is a reporting tool which offers a consolidated view of your Verizon network infrastructure and enables customers to create customized device and network health reports as well as subscribe to additional tools that provide deeper visibility into application performance.
WAN Analysis tools may also be found within Verizon Enterprise Center portal.. The WAN Analysis Reporting Welcome Kit includes all of the information you need to know about the service.
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Dynamic Network Manager
You may use the Dynamic Network Manager suite of tools, which are a component of Verizon’s Software Defined Networking strategy, and are available through Verizon Enterprise Center portal. The tools which fall under the Dynamic Network Manager umbrella include:
- Looking Glass: Provides visibility into network usage statistics and parameter settings at the Provider Edge (PE) devices on the network. This tool is mainly a “view only” interface; however, there are several types of orders that will allow you to request certain non-billable Layer 3 configuration changes to your Private IP sites.
- Dynamic Port (DPORT): Enables you to increase or decrease your Private IP port speed
- Dynamic Committed Access Rate (DCAR): Allows you to upgrade or downgrade the Expedited Forwarding Class of Service
- Dynamic Quality of Service (QoS): Enables you to change your Private IP egress traffic profile.
These tools enable you to take control of your Private IP ports to meet traffic requirements by allowing you to make near real time or scheduled changes to the Private IP Port or EF Class of Service (Gold CAR) once every 24 hours.
You can access the Dynamic Network Manager Portal from Verizon Enterprise Center and also by integrating Dynamic Network Manager's functionality directly into your own portal via an Application Program Interface (API). The API initially provides a subset of Dynamic Network Manager’s functionality.
Managed WAN Services Support for Dynamic Network Manager Feature
The Verizon Private IP Dynamic Network Manager feature is supported in one of three ways depending on your Managed Devices and Managed WAN Services level.
Fully automated support
Fully automated dynamic bandwidth support is available for the Full Management service level only. When you place an order in the Verizon Private IP dynamic bandwidth portal, changes to the Provider Edge (PE) router and Customer Edge (CE) (router are automatically made by Verizon in near real time. Limitations for fully automated support include:
- Multiple Verizon Private IP circuits to the same CE router cannot be supported.
- Multi-Virtual Routing and Forwarding (VRF) (also known as VRF-Lite) cannot be supported.
- Not all router types are supported with full automation. Please check with your Verizon Account Team for further details.
Semi-automated Support
Semi-automated dynamic bandwidth support is available for the Full Management service level only. When you place an order in the Verizon Private IP dynamic bandwidth portal, changes to the CE router are manually made by Verizon with concurrent changes to the PE router. Verizon’s target completion timeframe for the CE changes is 72 hours from your order placement. Limitations for semi-automated support include:
- Only one change per day per CE router is permitted.
- Not more than 4 changes per month per CE router are permitted.
- Not more than 5 changes per business day per Customer Network are permitted.
- Changes can only be submitted Sunday 12:01 PM Eastern United States time through Friday 5:00 PM Eastern United States time.
- The dynamic bandwidth schedule change feature is not available.
- The Verizon Private IP add or remove Enhanced Traffic Management (ETM) feature is not available.
Support for Managed WAN Services Monitor and Notify/ Physical Management Service Levels
When your place an order in the Verizon Private IP dynamic bandwidth portal, changes to the PE router are automatically made by Verizon in near real time. You are responsible to make related changes to the CE router.
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Managed device value-added features
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The following are value-added features available with your Managed WAN Service. Additional fees may apply.
Your Design Engineer or your Implementation Engineer will inform you during the Customer Kickoff Call/Order Verification Call about how Verizon provides configuration, implementation, administration, monitoring, support, and reporting (if applicable) for your Managed Device features.
Note: Verizon will manage only those devices that meet its certification criteria. Contact your Verizon Account Team for information regarding the devices that may be included with your Managed WAN Service.
Firewall Feature
Verizon manages the policies on your Managed Firewall Device. Verizon also manages Customer-selectable “zones” (e.g., external or untrusted, internal or trusted, DMZ), firewall policies, and firewall rule sets between all zones.
Content Filtering Feature
Content Filtering is a Managed Device based service that allows you to control web-based content accessed by end users. Content filtering feature is used with your provided and managed server or configured to select up to 25 Uniform Resource Locator (URL) filters (List-based Filtering), or both. Verizon configures content filtering to interface with your Forcepoint Websense server based on information provided by you. If List-based Filtering is used, it will be activated when:
- The connection to your managed server fails, or
- You do not have a server. Customer may request modifications to URL filter list on the Managed Device via the Standard Change Management process.
Switching Feature
This feature is only available as a Local Area Network (LAN) module on a Managed Device. The LAN module provides for additional LAN ports [standard or with power over Ethernet, (PoE)]. Verizon monitors the LAN module generally, but not individual ports on the LAN module. You may request modifications to LAN configurations via the Standard Change Management process.
Encryption Feature
Verizon will configure, implement, and support this feature to provide for additional Managed Device functionality for overlay encryption for Verizon Private IP services only. The Managed Device will be configured to encrypt your data traffic between any or all Managed Devices. Two additional Managed Devices (with Managed WAN Services Full Management service level) will be required in your network to act as “key servers” for the purposes of maintaining encryption keys for all Managed Devices configured for encryption.
WAN Acceleration Feature
This feature is available as a module on a Managed Device that provides for acceleration of traffic using compression, caching protocol optimization. This feature requires other sites in your network to have compatible WAN acceleration CPE. You may request modifications to configurations via the Standard Change Management process.
Wireless LAN Controller Management Features
This feature is available as a module that provides for Wireless LAN Controller management capabilities. This feature requires other sites in your network to have compatible access point CPE. You may request modifications to Wireless LAN configurations via the standard Change Management process.
Voice Gateway and Multi-Service IP-to-IP Gateway Features
These features are available as Managed Device modules that provides for VoIP gateway functionality. Management of Voice over IP (VoIP) Customer Premise Equipement (CPE) Elements will be at the same level as the related Managed Device under Managed WAN Services. Verizon will monitor and manage certain router-based VoIP functions (including voice gateway functions) pursuant to the Managed WAN Services Customer Design Document that includes Managed VoIP Services. Verizon will not manage or monitor VoIP Service devices (e.g., phones). You may request modifications to VoIP configurations via the Standard Change Management process.
VoIP Customer Responsibilities
In addition to the responsibilities outlined as part of the Managed WAN Services product, you will do the following for VoIP Services:
Managed VoIP Services
You are responsible for requesting configuration of Managed VoIP Services and confirming Managed VoIP Services, including any optional features.
Certain roles and responsibilities for its Verizon VoIP Service may be impacted by Managed VoIP Services. Verizon will work with you to address such impacts. You must arrange for the purchase and installation of any Public Switched Telephone Network (PSTN) lines for Verizon or third party VoIP Service design.
Feature changes
Making feature changes at the user or administrator level (e.g., setting up call forwarding for a phone or establishing an auto-attendant) through Verizon Enterprise Center portal.
IP Phone and Private Branch Exchange (PBX) changes
Making IP phone and IP PBX configuration changes (unless you are subscribed to Verizon Managed IP PBX Service as described in your agreement for such a service). Such changes are not provided pursuant to Managed VoIP Services.
Server support
Implementation and maintenance of a server (e.g., for Cisco, a TFTP [Trivial File Transfer Protocol] server) for IP phone configuration support.
Application Aware Routing (AAR) Feature
AAR is intended to help overcome the limitations of an enterprise network site connected to more than one network with respect to routing metrics, the rules for which are normally relatively static. Without AAR, traffic classes can only be identified based on a limited set of parameters such as the destination address. AAR allows for a highly flexible utilization of all network capacity attached to a network site.
With AAR, you can establish policies that classify your traffic into categories to the granularity of applications, and define minimal requirements for loss, delay, and jitter per traffic class. AAR monitors network performance for each relevant pair of source and destination sites and forces traffic onto those paths that best meet your policies. If network conditions change and such policies are violated, AAR dynamically rearranges how application traffic is distributed across the available traffic paths in the background.
Software Defined WAN (SD WAN) Feature
SD WAN is similar to AAR in that you may establish policies that classify your traffic into categories to the granularity of applications, and define minimal requirements for loss, delay, and jitter per traffic class. SD WAN monitors network performance for each relevant pair of source and destination sites and forces traffic onto those paths that best meet your policies. If network conditions change and such policies are violated, SD WAN dynamically rearranges how application traffic is distributed across the available traffic paths in the background.
WAN Backup Feature
You may select WAN Backup so that failover is provided via secondary access in the event the primary Private IP circuit fails (WAN Backup). WAN Backup is available for Private IP and Internet primary transport types. Verizon will configure the Managed Device for backup depending on the specific backup requirements. Backup circuit types may include wireline or wireless. WAN Backup is available for an additional charge per month per Managed Device; you must subscribe to Managed WAN’s Full Management Level of service.
Customer action
Verizon will work to resolve issues related to wireless access ordered through Verizon. However, if you separately purchased wireless services, you have ultimate responsibility to resolve any issues that may have an impact on your Managed WAN Services.
- You must purchase secondary access via a separate contract with Verizon via terms for access as provided in that separate contract.
- Verizon must approve your sites with wireless access in advance to determine appropriate wireless access for CPE. At your request, Verizon will provide you with information on the international locations where Third Party Transport Service may be available.
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Upon successfully completing the requirements of your Managed WAN Services, your network services will be handed off to the Verizon Network Operations Center (NOC).
Your Managed Services Implementation Manager will send a “handoff” email to you and anyone else you designate within your organization. The email will:
- Confirm your network is officially under management
- Provide you with points of contact
- Explain the process to report in-scope and out-of-scope network changes
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Customer action
you do not receive a handoff email from your Managed Services Implementation Manager, please contact your Managed Services Implementation Manager directly to determine the timing of the transition of your network services to the NOC.
The NOC performs automatic alarm detection, fault isolation, trouble-ticket generation, event and maintenance correlation, customer notification and updating, in many cases without the manual intervention of network support staff. The NOC also provides deep visibility into the circuits and equipment that make up your network to help more effectively manage your services.
The NOC monitors your networks through a combination of Simple Network Management Protocol (SNMP) polling/traps or Internet Control Message Protocol (ICMP) pings.
The NOC supports a broad range of transport and network types as part of Managed WAN Services:
- Private IP
- IPSec VPN
- Internet Dedicated Services
- Internet Broadband Services
- Metro Ethernet
- E-LAN/E-LINE
- Private Line
- Wireless (ordered through Verizon)
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The following are services available to you within the NOC (based on your contract with Verizon):
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For all Managed WAN Services levels, Verizon will proactively monitor your network, isolate faults, and notify you in the event of an alarm. Rapid Fault Isolation enables Verizon to test network elements in parallel, automatically. Verizon can proactively detect a customer outage, perform fault isolation, and initiate repair action, in many cases without human intervention.
Verizon will dispatch support in the event of router hardware trouble for customers subscribing to the Physical and Full Management service levels. Support for the Full Management service level includes all physical and logical router configuration management support.
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As networks evolve, configuration changes may become necessary. As soon as a device comes under NOC management, Verizon engineers save configurations to servers so a back-up copy is available. In addition, a regular back-up process collects and saves all configurations. Verizon uses a rigorous process to help safeguard the design of customer networks.
When changes become necessary, Verizon engineers work closely with you to review, assess, schedule, and execute required changes. In scope changes to networks are categorized into the following:
Optional requests—generally defined as requirements that alter the existing network design—are routed to engineering through a project initiated by the account team.
Note: The Managed WAN Full Management Service level includes Standard change management (router configuration, password, request for information, scheduling maintenance, etc.). Standard change management is included in the monthly service fee. Optional change management is available for an additional per change fee. Initiate change management requests through Verizon Enterprise Center portal.
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Verizon WAN Analysis Service is a reporting tool, based on industry-standard performance and trend analysis software, which permits you to evaluate the end-to-end performance of your data network. The reporting tool provides baselines, trending-health indexing, and exception reporting through graphical reports, ranging from executive summaries to PVC utilization for the network administrator. These reports are available via the web using a standard web browser. The Verizon Account Team can make arrangement for user accounts and familiarization sessions with the Performance Reporting Help Desk.
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Security Management broadly defines those functions and activities performed by Verizon to help keep your solution (network and CPE) secure. In addition to the security and survivability features of our NOC facilities, the functions and activities include, but are not limited to the following:
- Security Privileges. Establish security privileges for the managed router(s):
- Access Control. Access to the network and the device under management.
- Terminal Access Controller Access Control System (TACACS) Administration. TACACS is an authentication protocol developed to provide remote access authentication and event logging. Verizon’s preferred and recommended installation is that Cisco devices have TACACS set up.
- Add/Modify/Delete Filter and Access Lists. Access list and filters are used to define conditions for how packets are handled by the router or switch. Packets are dropped, permitted, or routed based on these filters/access lists.
- CERT-Related OS Upgrade. Initiate the process to upgrade a router or switch’s operating system to mitigate known security vulnerabilities with the current code.
- IOS Upgrades. Initiate the process of upgrading a router or switch’s operating system to eliminate known bugs with the current code – usually performed as an “emergency” upgrade.
Customer action
Verizon will not upgrade any security associated code within your managed network without your prior notification and/or approval from you. In the event any security code needs to be upgraded by Verizon, be sure to check how that upgrade may affect any other security protocols your organization may have in place already.
- IOS Upgrades. Initiate the process of upgrading a router or switch’s operating system to eliminate known bugs with the current code – usually performed as an “emergency” upgrade.
- Back-Up and Maintain Router Configuration: Regular back-ups are accomplished through the use of a custom Verizon proprietary script.
Customer action
Only the Managed Network Services Organization (MNSO) NOC engineers will have access to the configuration servers. Each MNSO NOC engineer is assigned a secure logon ID and password to access the configuration back-ups. Having the backed-up router configurations fully accessible to MNSO NOC engineers helps provide rapid restoration of services and accurate documentation about your network.
Note: Only the Managed Network Services Organization (MNSO) NOC engineers will have access to the configuration servers. Each MNSO NOC engineer is assigned a secure logon ID and password to access the configuration back-ups. Having the backed-up router configurations fully accessible to MNSO NOC engineers helps provide rapid restoration of services and accurate documentation about your network.
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Verizon’s objective is to restore your services to their normal operating conditions quickly and efficiently. To accomplish this objective, NOCs and the Customer Service Centers use escalation guidelines set up to push or drive issues to resolution.
Instead of escalating on the basis of time, escalations are value-based. The objective is to add value to the escalation process across the board for all customers and all circumstances, as well as to add standardization to the processes.
Customer action
You can request escalations at any time during an outage by calling into the Customer Service Center or directly contacting NOC management (as indicated by your Managed Services Implementation Manager or as otherwise provided in your “handoff” email).
Value-based escalation may be understood as follows:
- During outages, Customer Service representatives review tickets hourly to update you.
- They assess whether escalations are needed. If there is no progress since the previous review, an escalation is made to the next level of management.
- However, if the appropriate focus and resources are being applied, escalations may be deferred. Technical escalations by the NOC to local-exchange or third-party carriers follow the same value-add process.
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Verizon strives to perform network maintenance activities with little or no disruption to our customers. However, regular and sometimes emergency maintenances are unavoidable. Every attempt is made to schedule your maintenance windows during weekends, late night, or early morning hours to reduce negative impact.
A formal change control system is used through Verizon Enterprise Center portal to request, approve, schedule, notify, and implement changes.
Customer action
Contact your Verizon Account Team about setting up Verizon network maintenance activities notifications.
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Customers are required to notify Verizon when equipment or site-maintenance activities that may cause outages or generate alarms on Verizon systems become necessary.
A customer maintenance change request, specifying the beginning and end date and time, should be created through Verizon Enterprise Center portal.
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Training
The Customer Learning Portal provides Verizon Business customers with training and resources for products, systems and tools. To access the Customer Learning Portal, please go to: https://sso.verizonenterprise.com/.
Service contact information
The matrix below provides the contact information you need to handle many issues that may arise with your Managed WAN Service:
Service Issue
Repair - Managed WAN Service
Repair - Managed WAN Services - WAN Analysis
Repair - Managed WAN Services - Dynamic Network Manager
Global Change Management
Be prepared with the following information
MNS (Managed Network Service) identifier (e.g., Cxxxxx or custdns-location-sof#-e00x)
Verizon Enterprise Center Portal
Verizon Enterprise Center Link
Service Team
Contact Assigned Service Team or subscribe to Premium Client Services (PCS)
Call
https://enterprise.verizon.com/support/ > select support > select country
Verizon Enterprise Center Live Chat
Verizon Enterprise Center Link – Chat (available under “Support” > “Contact Us & Send Feedback”)
Account Team
Contact Assigned Account Team
Service Issue
Maintenance Notification
Be prepared with the following information
Refer to the notification email.
Verizon Enterprise Center Portal
N/A
Service Team
Contact Assigned Service Team or subscribe to Premium Client Services (PCS)
Call
Contact Verizon with the contact information provided on the maintenance notification email
Verizon Enterprise Center Live Chat
N/A
Account Team
Contact Assigned Account Team
Service Issue
Verizon Enterprise Center Tools and Training
Be prepared with the following information
N/A
Verizon Enterprise Center Portal
Verizon Enterprise Center Link
Service Team
Contact Assigned Service Team or subscribe to Premium Client
Call
Send an e-mail to: ctd-cos@verizon.com
Verizon Enterprise Center Live Chat
N/A
Account Team
Contact Assigned Account Team
Service Issue
Billing
Be prepared with the following information
Billing Account Number / Service ID/ Location ID
Verizon Enterprise Center Portal
Verizon Enterprise Center Link
Service Team
Contact Assigned Service Team or subscribe to Premium Client Services (PCS)
Call
https://enterprise.verizon.com/support/ > select support > select country
Verizon Enterprise Center Live Chat
Verizon Enterprise Center Link – Chat (available under “Support” > “Contact Us & Send Feedback”)
Account Team
Contact Assigned Account Team
Service Issue
Order
Be prepared with the following information
MNS identifier
Verizon Enterprise Center Portal
Verizon Enterprise Center Link *
Service Team
Contact Assigned Service Team or subscribe to Premium Client Services (PCS)
Call
Contact Assigned Account Team
Verizon Enterprise Center Live Chat
Verizon Enterprise Center Link – Chat (available under “Support” > “Contact Us & Send Feedback”)
Account Team
Contact Assigned Account Team
For all Managed WAN Services levels, Verizon will monitor and isolate faults, and notify you in the event of an alarm. Verizon will dispatch support in the event of router hardware trouble for customers subscribing to the Physical and Full Management service levels. Support for the Full Management service level includes all physical and logical router configuration management support.
Additional features and responsibility details can be found in the ‘Managed WAN Service’ service attachment posted on the following website https://enterprise.verizon.com/publications/service_guide/
Your Managed WAN Services level is based upon the contract your organization signs with Verizon. If you need to modify your Managed WAN Services level, you will need to contact your Verizon Account Team.
The purpose of the OOB is to allow our engineers to connect to the switches and configure them remotely. For the devices in your network that rely on an OOB connection, you must maintain this connection throughout the entire Managed LAN Services lifecycle to help Verizon maintain your switches.
Note: An OOB connection is optional for Physical Management and Full Management service levels of Managed LAN Services. Switches that are managed under the Monitor and Notify service level do not use this service option.
The Customer Kickoff Call/Order Verification Call is a vital step in the process of implementing your Managed WAN Services with Verizon. Your designated Managed Services Implementation Manager will arrange a Customer Kickoff Call/Order Verification Call with a Design Engineer and the Implementation Engineer to help finalize your Engineering Design Document (i.e., IP Address plan, etc.).
While you may have discussed some configuration details with your Verizon Account Team, it is important to review the entire configuration, discuss dependencies, and confirm you and your site are ready for activation.
Once this call is completed, you will receive your Engineering Design Document from your Managed Services Implementation Manager for you to approve. After approval, your project can move forward towards management.
If there are any new installations or activations associated with your new Managed WAN Services, the timing of service activation is related to several onsite activities (construction, LEC coordination, DMARC extension, permits/approvals, etc.).
Your Managed Services Implementation Manager will work with you to find the best time to set up your activation/installation timing and to answer any questions that may arise.
When your network is under management with Verizon’s NOC, an alarm may be triggered informing you of a service interruption, slow performance, or outage. You would be notified based on the notification criteria you provided at the beginning of the project (phone and/or email).
Note: The alarm would be triggered for only those network items under management by Verizon. Any other non-Verizon network elements would be your responsibility.
Global Change Management is a framework of multiple integrated applications for ITIL (IT Infrastructure Library) based service management. It is designed to simplify the change management process for Verizon customers through the Verizon Enterprise Center (VEC) portal, In the GCM framework, you can create and submit Managed Network Services (MNS) change or service requests through Verizon Enterprise Center (VEC) portal. When changes become necessary, Verizon engineers work closely with you to review, assess, schedule, and execute required changes.
Changes to networks are categorized into standard and optional, depending on the impact to the network. Optional requests—generally defined as requirements that alter the existing network design—are routed to engineering through a project initiated by the account team.
The Managed WAN Full Management service level includes Standard change management (router configuration, password, request for information, scheduling maintenance, etc.). Standard change management is included in the monthly service fee. Optional change management is available for an additional per change fee. You may initiate change management requests through Verizon Enterprise Center portal.
WAN Backup Service provides the ability for you to have an installed and on-standby backup network service managed by Verizon in the event your primary network access at a location should fail. There is a private network and public network solution you can choose from.
Note: The WAN Backup Service is only available for customers that opt for the Full Management service level.
For organizations with large networks, Network Discovery Service will help a customer to find what is connected to their network. If you subscribe to the Network Discovery service, Verizon will run CPE-discovery software on your network to collect information about your CPE connected to that network, including its manufacturer, age, current software, configuration, and similar information. If you are interested, please contact your Verizon Account Team.
If you have any repair needs with your Managed WAN Services, you can submit a ticket through Verizon Enterprise Center or contact your Verizon Account Team for assistance.
With Verizon Enterprise Center Mobile, you have access to information you need to manage your critical business functions on-the-go. You can manage your Verizon account from a smartphone or a tablet using the mobile application for single sign-on access to Verizon Enterprise Center, My Business Account.
Smartphone users can download an app from Google Play or the App Store that supports access to Verizon Enterprise Center, My Business, and Verizon portals. Simply search for “My Verizon Enterprise;” download the app; and conveniently launch right into Quick Tasks or sign in to your business portal for more management options. An icon is added to your phone’s home screen for easy access the next time you log in. Requirements are as follows:
- App Store: Apple iPhone models that have at least a 13.x iOS version in the U.S. on any carrier or Wi-Fi network.
- Google Play: Selected devices using an operating system of Android 5 or higher in the U.S. on any carrier or Wi-Fi network
You can also access Verizon Enterprise Center Mobile with a tablet by signing into a browser-based application at http://verizonenterprise.com. The tablet functionality will be the same as the smartphone app, supporting key business functions that vary by the users’ portal and permissions. Accessing the Verizon Enterprise Center from a mobile device or tablet will not provide the same options as the desktop version.
Verizon Enterprise Center portal users can use Quick Tasks for repairs, billing, and some wireless functions or sign-in to get access to key business functions delivering near real-time information to you.
There may be a time in which you need to make a change to your service. You can submit a ticket through the Verizon Enterprise Center or contact your Verizon Account Team for assistance.
If you have a need to place an additional Managed WAN Services order, you may submit a change order with your Verizon Account Team or directly in the eCommerce platform within Verizon Enterprise Center.
During your network implementation, you will identify contacts within your organization that would be notified in the event of outages. Notifications are e-mailed to these contacts after a trouble ticket has been opened. These e-mails include a ticket number (e.g., 2013103101249 in a year/month/day/ticket number format) that may be entered into Verizon Enterprise Center portal to review.
If notification is not received from Verizon, you may contact Verizon to open a ticket through the Verizon Enterprise Center portal or through Verizon Customer Service (24 x 7) via our Verizon Enterprise Center or Quick Status.
Yes. Verizon can provide a Managed WAN solution offering to you that includes various types of Verizon-purchased private and public wireless services (U.S. and international).
Yes. If you are interested in having your organization’s security services managed by Verizon, you can contact your Verizon Account Team as Managed Security Services is a separate service from the Managed WAN Services.
There may be extra costs associated with any Verizon-performed work that occurs during or outside of normal business hours (between 9.00am and 5.00pm on a business day in the time zone). Please review your contract or contact your Verizon Account Team for details on these charges.
Since many applications share the network, it can be a challenge to know when an application performance problem is occurring because of the network, and to know exactly how to correct it. 3rd party application performance tools use flow collectors and / or probes can help your network manager understand what applications are running on your network, and whether the quality-of-service settings are correct.
Verizon recommends your network managers use these tools in conjunction with the Managed WAN Services. The WAN Analysis reporting platform offers Managed WAN Services customers a convenient and fast way to activate network performance monitoring tools that provide application-level visibility. See the “Reporting” section of this kit or contact your account manager for more information. Verizon recommends analyzing your network traffic using these tools prior to opening a ticket.
Note: If Verizon confirms your network shows as functioning properly, you may need to increase your speed. You may contact your Verizon Account Team for more details.
From the Verizon Enterprise Center orders tab, select the appropriate Data and IP Service. From here you can submit an order to upgrade the circuit (or make other change request). Or you can contact your Verizon Account Team for questions. When submitted, your order will be routed to an Order Manager who will work with you to confirm the details and process your order.
Verizon includes the WAN Analysis reporting platform to provide you with utilization, trending and capacity planning reports. By using the Trend and TOP N reports in this platform, you can identify and measure circuit utilization and develop trend reports.
Please refer to the WAN Analysis section in this welcome kit for more details.
If your organization lacks in-house expertise or needs more in-depth network performance analysis and consulting, an optional offering called Network Analysis is available for Managed WAN Services customers. A shared or dedicated resource is assigned to your network. The assigned Network Analysis manager provides performance trending and capacity-planning reports throughout the life of your contract.
Ask your Verizon Account Team for more details.
Yes. Verizon offers many Managed Service offerings based on our customer’s needs. Ask your Verizon Account Team for more details.
Yes, Verizon has professional services to assist with your Managed WAN Services implementation, as well as other service needs.
Ask your Verizon Account Team for more details.
Many of Verizon’s customers wish for Verizon to provide technical oversight and on-going consultation as their business evolves. The optional Network Engineering service provides this type of service as your network moves from the implementation phase into the operational maintenance phase.
As part of this service, Verizon assigns a primary engineer (or additional engineers depending on the scope, network size, and customer requirements) to perform the on-going, day-to-day engineering activities, as well as overall engineering oversight of your network. The Network Engineer understands your inter-networking environment and is your technical advisor across both current and future technologies deployed in their environment.
The Network Engineer uses consistent and sound engineering principles toward the engineering of the customer’s network. The Network Engineering service enables customers to rely on the Network Engineer(s) to be the technical expert /architect for their network.
Ask your Verizon Account Team for more details.
Yes. Verizon offers Managed IP PBX services. Ask your Verizon Account Team for more details.
Having Managed WAN Services is the first step to high performing VoIP services, because these services depend on the WAN & LAN for quality of service. Managed WAN Services helps maintain network availability and will isolate performance problems to the router or WAN service.
Verizon offers additional managed services, VoIP Interface Support (i.e. IP Trunking, HIPC, and IP Integrated Access), and VoIP Monitoring that enable your Managed WAN Services team to support both WAN network and VoIP fault and change management. Ask your Verizon Account Team for more details.
Billing for Managed WAN Services will commence when the site is implemented by the Design or Implementation Engineer and is handed over to the MNSO NOC for management.
Your billing terms are outlined in your contract terms and Verizon Services Agreement.
- Online Inquiries for all Services: When viewing your invoice online in Verizon Enterprise Center click “Create an Invoice Inquiry” from the Invoice Summary screen and follow the instructions to create and monitor an online inquiry. You may also track or create a trouble ticket from the portal homepage under the “Quick Tasks” section (no login required).
- Live Chat: you can chat online with Verizon Customer Care which may be accessed from the Support tab.
Services and/or features are not available in all countries/locations, and may be procured from in-country providers in select countries. We continue to expand our service availability around the world. Please consult your Verizon representative for service availability. Contact us.