Pinnaca Welcome Kit









 

Welcome Kits Home
  • Overview

  • Pinnaca enables organizations to enjoy the full benefits of their video communications technology, with increased reliability, flexibility, and cost savings.

    This solution provides comprehensive managed video conferencing services to improve the video experience and up-time. Services are backed by a global team of video experts and professional customer support staff.

    These services focus on delivery of the user experience by providing customer-facing and behind-the-scenes monitoring and management to improve all elements in the video conferencing and collaboration ecosystem to optimize their performance.

    Pinnaca provides a managed video service. 

    Services include:

    • Endpoint monitoring and management, as well as services such as software management, change management and incident management
    • Video Conferencing Support Services such as vendor agnostic Operator Assisted, Operator Attended, recording and streaming support (only available to Managed Services customers)
    • Pexip Video Conferencing Services
    • Your Pinnaca endpoint monitoring and management

    • Pinnaca endpoint monitoring and management is a comprehensive service designed for organizations that don't have the resources or expertise to manage their video conferencing estate or for organizations that are looking for a greater return on investment of their video conferencing estate, but that prefer the benefits of having monitoring and management by dedicated expert resources.

      The plan enables proactive monitoring, management, and problem resolution of your infrastructure and endpoints delivered remotely by Pinnaca. Endpoint monitoring and management can be deployed in the cloud or on premise.  As part of the solution Pinnaca will support efforts to increase user adoption of video technology through the implementation of training, awareness, and utilization programs aimed at educating users and increasing their comfort level with the technology.

      Note: Any type of onsite support, training etc. is an additional cost.  Please discuss any requested onsite services with your account team.

      The solution leverages several commercial and internally developed tools for endpoint and infrastructure component monitoring. These tools are all standards-based and work seamlessly with the major video conferencing manufacturers’ products. These tools form a management suite capable of supporting the best possible experience for the end user.

      Endpoint monitoring and management comes in two options:

      • “Customer Hosted” is a comprehensive service designed for organizations that prefer to not have monitoring and management assets in the cloud.
      • “VC (Video Conference) Connect Cloud” is a comprehensive service designed for organizations that prefer to have monitoring and management assets in the cloud.

      Supported endpoints and infrastructure devices

      Please see the end of this document, “Supported Hardware” section, for a complete list of supported endpoints.

      Endpoint monitoring and management process overview

      Note: Purchase and physical installation of endpoints is not included.   You must have devices/infrastructure unboxed and operational before onboarding and certification can begin. 

      If assistance is required with these activities please contact your Account Manager as these services can be provided at an additional cost.

      Deployment of endpoint monitoring and management encompasses the following steps:

      • Configuration of endpoints
      • Onboarding and certification (endpoints and infrastructure devices)
      • Project coordination
      • Equipment, User and Best Practice standard training & Documentation
      • Provide end user with sign on credentials to Pinnaca tools.

      Note: Each endpoint/infrastructure device brought under management is charged an activation fee and a monthly subscription fee, whether brought on as a change order or with the initial order.

      In addition to the endpoint/infrastructure charges, the Customer Hosted solutions will also require a Service Management Unit (SMU) activation charge and monthly Service Management Unit (SMU) subscription fee.

      Note: In the event a codec replacement or repair requires a third party manufacturer agreement recertification fee, you will be charged the recertification fee.

      Customer action

      During the deployment, you have to include:

      • Collect end user initial information
      • Sign off on solution delivery

      Project coordination

      As a Verizon customer, you will have an assigned Pinnaca project manager who will lead the onboarding into service, which is comprised of multiple work streams.  A tiered pricing model based on size of the video endpoint estate and complexity is available.

      The project management team will manage the scope of the project including:

      • Review Pre-Sales solution package and understand the project deliverables
      • Provide regular project updates to stakeholders, teams members, users
      • Attend weekly project meetings
      • Manage resource planning - establish cross functional project team; identify resource constraints
      • Manage project risk
      • Manage project milestones, project team engagement and governance
      • Manage project change control through agreed change management policies
      • Execute on a proven 3 stage Implementation Approach
        • Initiation and Planning - Develop project definition, charter, plans (transition, migration, test and acceptance)
        • Implementation - Manage build-out (video, network & security), onboarding and certification process, and operation manuals
        • End user acceptance & project closeout – Project manage user adoption program, user acceptance, operational transfer, billing and final acceptance and close out
      • Support a successful migration of endpoints and infrastructure to the managed service plan
      • Manage project issues and risks in a proactive way; to work with the project team to identify mitigation strategies and manage those strategies to completion
      • Maintain an on-line centralized information repository to store and reference all project documentation

      Note: Additional charges may apply for project scope Changes, Change Requests, delays caused by you or third parties contracted by the customer, or events that the Managed Services has no control.

      Note: Projects that overrun due to your delays will be subject to a change order at the rate of 2 Project Management days per week of over-run.

      The following is used to determine the length of the project:

       

       

       

      Video Conferencing (VC) Connect Cloud & Customer Hosted

      Project Duration (Weeks)

      8

      12

      14

      16

      NON STANDARD

      Customer Type (New/Existing)

      New

      New

      New

      New

      New

      Infrastructure Devices

      3

      3

      6

      10+

      10+

      Endpoints (Managed Services) (Tiers)

      25 - 50

      51 - 100

      101- 250

      251 - 500

      501+

      Unattended Cert/Full Cert

      90/10

      90/10

      90/10

      90/10

      90/10

      Service Management Unit (SMU) Deployment

       

      Included

      Included

      Included

      Included

      Included

      Help Desk Integration - ebonding, swivel chair, dual Customer Relationship Management (CRM) ticket support

      Not Included

      Not Included

      Not Included

      Not Included

      Not Included

       

      Note: As part of onboarding you may discover a need for advanced professional services. These optional services are available as part of Professional Services. Please see your account team for specifics regarding these optional services.

      On-boarding and certification – endpoint

      Once a video endpoint is physically connected to the network the Pinnaca Customer Service Center remotely begins the certification process.

      A series of checks and tests are performed to ensure that the video endpoint is operationally certified. 

      Note: The Customer Service Center is described in greater detail later in this Welcome Kit under “Day to Day Management” section.

      During the on-boarding process an endpoint certification process will be performed for supported endpoints. Full certification testing includes end-to-end verification of full video conference functionality and call quality. Minimum successful performance criteria are as follows:

      • Successful call connection on first attempt at maximum defined call rate between endpoint and Multipoint Control Unit (MCU);
      • Video Quality – Two-way transmission of video at with no visible artifacts at maximum call quality of availability network connectivity;
      • Audio Quality – Two-way transmission of audio at with no audible distortion or echo at maximum call quality of availability network connectivity;
      • Content Quality – Two-way transmission of content at with no visible artefacts at maximum call quality of availability network connectivity;
      • Jitter Measurement – greater than 35ms;
      • Latency Measurement - greater than 150ms;
      • Packet Loss Measurement - greater than 1%; and
      • No other detected System Alerts.

      Service Provider’s certification process includes:

      • Endpoint configuration
        • Customer Information
      • Site Name
      • Site Address
      • Site Contact Details
      • Add endpoint details into Customer Relationship Management (CRM)
        • Endpoint name
        • Endpoint address
        • Manufacturer
        • Codec make, model, serial number & software version
        • Media Access Control (MAC) address
        • IP address
        • E164 alias
        • Session Initiation Protocol (SIP) Uniform Resource Identifier (URI)
        • Default call speed
        • H323 name
        • Username and password
      • Verify endpoint connectivity via Service Management Unit (SMU)
      • Add endpoint to customer’s call routing and management infrastructure
      • Add endpoint information into address book and incident management system
      • Complete verification and test calls of all supported customer use cases

      The certification checklist will include the following:

      • Basic Configuration checks
      • IP Address
      • Subnet Mask
      • Default Gateway
      • Dynamic Host Configuration Protocol (DHCP)  set to OFF (Static Assignment)
      • Advanced Configuration checks (upon confirmation of remote access)
      • Gatekeeper Address [(Fully Qualified Domain Name/ Internet Protocol (FQDN/IP)]
      • Network Time Protocol (NTP)  Address
      • Simple Network Management Protocol (SNMP) Address
      • Address Book Provisioning
      • Test calls to verify functionality
      • Endpoint Performance checks:
        • Making a Call
        • Sharing Content
        • Access to the address book

      The Pinnaca team must have exclusive administrative access to the endpoint to complete the above stated certification process and to provide the best possible support experience for the customer upon certification.

      On-boarding and certification - infrastructure

      Following the installation and configuration of a Managed Services infrastructure endpoint, the Customer Service Center then remotely begins the certification process. A series of checks and tests are performed to operationally certify the video endpoint.  

      The certification process includes collection of the following:

      • Infrastructure name and address
      • Manufacturer make, model, serial number & software version
      • Support contract
      • Dial plan
      • Global gatekeeper deployment
      • SIP registrar
      • Call Detail Record (CDR) capture for reporting
      • Current configuration
        • IP addressing scheme
        • Access type
        • Hop off point
        • Administrator username and password
        • On site contact information

      Once the above certification process has been completed, the Pinnaca team will complete a checklist showing:

      • Configuration backups have been retrieved
      • Customer Relationship Management population is complete
      • Network Management System (NMS) and Monitoring setup is complete
      • Monitoring alerts are configured, and automatic ticket generation is setup
      • IP rating is in place (where required)
      • The device is fault-free and there are no alarms/alerts on the system

      The Managed Services’ team must have exclusive administrative access to the endpoint to complete the above stated certification process and to ensure the best possible support experience for the customer upon certification.

      Note: Customer acceptance is required at the conclusion of the certification process. Configurations of all technology components are backed up and documented. This information is retained by the Pinnaca team for future reference.

      In addition, Pinnaca’s network architecture and global telecommunications configuration is designed to provide redundancy and the customer’s ability to withstand local and regional crisis.

      Within the data centers video communications applications have dedicated environments with back-up and restore capabilities:

      • Redundant chassis
      • Redundant virtual machines (software switches)
      • Redundant Central Processing Unit (CPU), power, and cooling for all hardware
      • Redundant Uninterruptible Power Supply (UPS) and generator backup
      • Electrical grid diversity
      • Redundant data connectivity
      • Redundant Session Initiation Protocol (SIP) connectivity
      • Redundant storage  including running Redundant Array of Inexpensive Disks (RAID) technology
        • Data is stored in the region of origin if possible.  Pinnaca data storage country locations include the United States, Canada, and the United Kingdom.  Pinnaca utilizes cloud storage by various providers, all with global data storage locations.

      Business Continuity events may be local in nature, rendering only a single Pinnaca facility inaccessible, or could have regional impact, with multiple Pinnaca facilities in a geographic region becoming inaccessible.

      This policy provides guidance for the resumption and recovery of time sensitive business operations in accordance with pre-established timeframes and describes plans that are in place for the less time sensitive business operations.

      Business continuity would be enabled whenever a Pinnaca component or Pinnaca multiple components are offline and unable to continue service in one or multiple data centers. 

      Communications

      For emergency events, fail over may occur.  When practicable, advance notice will be provided in emergency situations before a system is failed over.

      For emergency events, communication will occur throughout the duration of the event, including expected resolution times.

      Applicable international or national standards

      International standards such as ISO/IEC 17799 & 27001 extension require organizations to have a clearly stated policy to guide Business Continuity planning and execution. Pinnaca’s Business Continuity policy is based on these international standards and also takes direction from the PAS-56 standard.

      ISO27001 is the most widely recognized security standard in the world. ISO27001 Section 14 requires appropriate business continuity and disaster recovery planning and compliance. ISO27001 is comprehensive in its coverage of security issues, containing a significant number of control requirements.

      The British Standards Institute Publicly Available Specification 56 (PAS 56) "Guide to Business Continuity Management" provides an overview of the activities and outcomes involved in setting up a Business Continuity management process and makes recommendations for best practices.

      Planned service outages

      Pinnaca will use best efforts to provide 15 business day notice of any scheduled or planned service outage (“Planned Service Outage”). Where practicable, Planned Service Outage will occur outside of local coverage hours and customers will be notified by email if they will be impacted by maintenance and upgrade activities.

      Emergency notifications

      Pinnaca may not be able to provide advance notification in the event of an emergency service outage, but will try to minimize any impacts to services. 

    • How to access the Video Conferencing (VC) Connect portal

    • As part of Pinnaca’s Project Management engagement, you will receive specific login credentials to access the Video Conferencing (VC) Connect portal.

      Note: To open incident tickets with Pinnaca, please use the Pinnaca Video Conferencing (VC) Connect portal. 

      Note: You can check your bill within the Verizon Enterprise Center portal.

      Note: For additional information on the capabilities of the Video Conferencing (VC) Connect portal, please see “Day to Day Management” section, later in this document.

    • Monitoring and reporting deliverables

    • 8 reporting and tools 300x227
    • Reporting

      The reporting platform utilizes a modern user interface to deliver customer-specific data in a simple user experience. Customers can easily extract insights from data across all collaboration technologies to drive better business decisions. Reporting is delivered via the Video Conferencing (VC) Connect portal, described later in this document.

      The platform will provide historical analysis of call issues, call quality, adoption, endpoint utilization, infrastructure capacity and utilization, meeting details, endpoint details, and capacity analysis.

    • The system can also provide real time analysis of device status, infrastructure capacity, active calls, active Virtual Meeting Rooms (VMRs), and active call quality. The user interface is very simple so that users with little knowledge of how Unified Communications works can still gain useful insights and improve their Unified Communications (UC) environments.

      Available data includes:

      • Historical utilization metrics for Pinnaca registered devices and Video Conferencing
      • Real Time utilization metrics for Pinnaca registered devices and Video Conferencing
      • Historical capacity metrics for Pinnaca registered devices and Video Conferencing
      • Real Time capacity metrics for Pinnaca registered devices and Video Conferencing
      • Real time capacity metrics for Pinnaca registered devices
      • Real Time Device availability for Pinnaca registered devices
      • Inventory information for Pinnaca registered devices
      • Ticketing information for Pinnaca, Video Conferencing and Video Conferencing Support Services
      • Scheduling information for Video Conferencing Support Services

      Monitoring

      The monitoring platform collects and presents data from the customer's collaboration infrastructure from Cisco, Polycom, and others (see Supported Hardware at the end of this document for a full list).

      The Pinnaca monitoring platform can quickly process and display aggregated detailed information in graphs, tables and charts. The data is refreshed every 15 seconds and can be made available for customer access.

      The Video Network Operations Center will proactively monitor endpoints and/or infrastructure devices under the Managed Services plan to determine status and availability. When the monitored hardware is unreachable and/or breaches agreed thresholds, alerts are generated by the monitoring platform.  If alerts are received, the Customer Service Center or Video Network Operations Center will investigate through remote access to determine if the component is powered on and running.

      Note: You have to facilitate access and provide needed data so that the Video Network Operations Center can interface efficiently with the other resolver groups.

      The monitored hardware must be on at all times to facilitate this feature and prevent false positives.

      Customer action

      Prior to configuring the monitoring service, you are required to provide specific monitoring guidelines for the particular endpoint or infrastructure component (i.e. time of day to notify, escalation list, etc.).

      Core monitoring capabilities can be broken into the following categories:

      • Availability status
      • Capacity
      • Performance

      Additional Features (**)

      • SIP Registration Status
      • H323 Registration Status
      • Hyper Text Transfer Protocol (HTTP)/ Hyper Text Transfer Protocol Secure (HTTPS) Status (Up/Down Monitoring)
      • Touch Panel Status
      • Remote Control Battery Status
      • Camera Connection Status
      • Device Performance Monitoring
      • Virtual Meeting Room (VMR) Performance Monitoring

      (**) Applicable for compatible devices

      Monitoring is available for the following:

      • Customer Hosted
      • Video Conferencing (VC) Connect Cloud

      This service, as described, is included for devices under endpoint monitoring and management.

      Monthly technical communication

      A technical communication providing information on the latest manufacturers’ releases and patches, industry information and the latest updates on support services will be electronically provided each month by Pinnaca.

      Monthly Technical Communication is available for the following:

      • Customer Hosted
      • Video Conferencing (VC) Connect Cloud

      This service, as described, is included for devices under endpoint monitoring and management.

      Monthly Performance Report

      Those Managed Services customers that are eligible for a Client Service Manager will receive monthly reports demonstrating your performance associated with their video endpoints and infrastructure under management and monitoring.

      The report will include the following:

      • Service Level Objective (SLO) Summary
      • Dashboard Summary
      • Launched Call Summary
      • Ticket Summary
      • Ticket Detail
      • The following is available to customers under Pinnaca’s call control:
        • Usage by Date
        • Usage by Virtual Room
        • Usage by Endpoint
        • Usage trending, Month on Month by Virtual Room
        • Usage trending, Month on Month by Endpoint

      The Monthly Performance Report is available for the following services:

      • Endpoint monitoring and management [Video Conferencing (VC) Connect Cloud and Customer Hosted]
      • Video Conferencing Support Services
      • Pexip Video Conferencing Services
    • Pexip video conferencing services

    • Pexip Video Conferencing Services offerings provide personal on-demand virtual meeting spaces that enable business-quality, face-to-face video collaboration. The services allow communication through a variety of technologies right from your boardroom, desktop or laptop – anywhere, anytime.

      The main features of the service include: Web Real-Time Communications (RTC) browser-based access for joining meetings, a downloadable and brandable desktop client for joining meetings, a management portal, in-meeting content sharing, interoperability with Microsoft Lync, Skype for Business, and Teams, as well as interoperability with Google Hangouts Meet (*) and traditional H.323 and SIP video conferencing devices, and an app for scheduling meetings.

      (*) Additional costs may apply.

      Pexip Video Conferencing Services plans are available and require an ongoing monthly fee.  Additionally, branding is available as an ad hoc purchase. Plans are available in various types and sizes to suit your requirements. 

      Note: Please check with your account team to determine which plan is right for your organization:

      • FlexPort subscription, with an ad hoc per port burst option, is required for all subscriptions
        • This determines how many users will use it concurrently.
      • User subscription model, which includes one Virtual Meeting Room (VMR) per end user subscription. 
        • As an option can order Virtual Meeting Rooms (VMRs) for endpoints above and beyond the end user subscription model described above.  The end user subscription model must be ordered if additional Virtual Meeting Rooms (VMRs) are required.
    • Video conferencing support services

    • Conference support, production and scheduling services

      Conference Support, Production and Scheduling services are available 24/7 for the following services.  Additional charges apply.

      • Third Party Vendor Cloud services (such as Zoom or Cisco Webex) with video endpoints under endpoint monitoring and management [Video Conferencing (VC) Connect Cloud or Customer Hosted].
      • Pexip Video Conferencing Services

      Operator Assisted and Operator Attended conferences

      There are a number of conference production service options available including scheduled meeting launches; scheduled operator assisted and scheduled Operator Attended video conferences.  All services are provided by Pinnaca.

      The Operator Assisted service is a conference production service in which an operator assists so that all participants are joined into the conference with acceptable video and audio quality before disconnecting.

      The Operator Attended service is when the operator will stay in the meeting for the duration to provide immediate assistance for any issues during the meeting. 

      For both Operator Assisted and Operator Attended services, the operator will perform the following tasks:

      • Launching all video and audio participants into the Multipoint Control Unit (MCU)/ Virtual Room.

      Note: The Operator will connect a maximum of eight (8) endpoints per meeting before additional charges are incurred.

      • Verify audio and video quality from each participant
      • Correct the screen layout to optimize on-screen participants and meeting configuration
      • Verify H.239 content is working (if applicable for the room)
      • Locking the room and muting participants (if requested by the conference organizer)

      Preflight requests

      For any Operator Assisted call a preflight request may be made to ensure all parties are connected prior to the actual start time of the conference. Standard options for Pre-Flight times are as follows:

      • No preflight required
      • 15 minutes prior
      • 30 minutes prior
      • 45 minutes prior
      • 60 minutes prior

      Preflight requests require an advanced notice 60 minutes prior to conference start and can be requested for additional fees as a per minute option.

      Video conferences requiring concierge services (meeting launch, live operator assisted meeting launch/meet & greet, or live meeting monitoring) must be scheduled at least 48 hours prior to the conference (in the event the request is less than 48 hours best efforts will be applied to meet your request)  (additional fees may apply).

      Additional ad - hoc services are available and include:

      • Managed Services - Ad Hoc Charge fee per participant in excess of 8 included in Operator Assisted Call Launch. (per participant per call)
      • Managed Services - Ad Hoc Charge fee per minute for Operator Attended Call Monitoring. (per min per call)
      • Managed Services - Ad Hoc Charge fee per hour for Video Recording (Per hour)
      • Vendor Cloud White Glove Operator Attended
      • Vendor Cloud White Glove Operator Assisted
      • WebEx/Zoom Events Base - 1 Hour Live Event
      • WebEx/Zoom Events Add-on Hours
      • Migration Services for Scheduling and Operator Call Launch Support

      Recording and streaming services

      Streaming services enable individuals and organizations to easily record and/or stream video meetings.

      The streaming and recording services both feature the following:

      • A unique video address for each stream
      • A personal recorder to be used by an individual or shared by a group of users within an organization
      • A unique video address for each recording
      • A secured web account to access, playback, share and/or download recordings
      • Plans with varying levels of storage based on the needs of the organization.

      Recording and streaming services plans are available and include a onetime set up fee as well as an ongoing monthly fee.  Additionally, extra recording hours and storage minutes are available as ad hoc purchases. Plans are available in various increments to suit customer requirements.

      Note:  Please check with your account manager to determine which plan is right for your organization.

      Recording security

      A complete overview of recording security is available including: data center locations, back up and failover specifics, certification and compliance details and user data stored. 

      Note: Please enquire of your account team for a copy of this document.

      Dedicated Direct Inward Dialing (DID) and Interactive Response Voice (IVR)

      A dedicated DID and IVR provides the call routing to the Pinnaca Customer Support Centre (CSC) contact center and detailed customer reporting on Pinnaca call center statistics. 

      Customized reporting are statistics related to calls supported by Pinnaca, such as % calls answered; % calls abandoned; call answered rate (in seconds); calls abandoned rate (in seconds); average ring time and average talk time.

      Note: The local Direct Inward Dialing (DID) will be supplied as part of the service, however, toll free numbers are not included.

      Dedicated Direct Inward Dialing (DID) and Interactive Voice Response (IVR) Services are available as a onetime activation fee with an ongoing monthly fee.

      Microsoft teams interoperability

      The Microsoft Teams interoperability service is a Microsoft Qualified third-party solution that enables video conference meeting rooms and personal video devices [Video Tele-Conferencing (VTCs)] to join Microsoft Teams meetings.

      The following Microsoft services are available:

      • Microsoft Teams Domain License (Annual Recurring Charge)
      • Microsoft Teams Integration Enterprise License (Annual Recurring Charge)
      • Microsoft Teams Burst License (Ad hoc)

      Audio and Direct Inward Dialing (DID) services

      In an event that a customer requires additional audio capacity to the Video Conferencing (VC) Connect Cloud Video conferencing platform, the following services are available.  These services are sourced by a third party provider to connect into the Pinnaca datacenter:

      • Audio - 10 Trunk capacity
      • Audio  - 10 DID pack

      Support desk - Tier 1 services

      Pinnaca’s Tier 1 services are offered to third party cloud platforms to assist customers with handling all their video conferencing related issues to a single service provider. Tier 1 services includes a variety of other aspects, depending on what features and functionalities the third-party platform tool provides.

      Support desk services are available with the following Stock-Keeping Units (SKUs):

      • Support Desk WebEx setup fee (per customer)
      • Monthly charge for Live agent support
      • T1 ticket support (includes 100 tickets per month)
      • Infrastructure operation to support management of the customer’s video environment using provided administrative tools and/or portals (example: Webex, BlueJeans, etc.)
    • Day to Day management

    • Tools and resources

      Video Conferencing (VC) Connect portal for customer management

      The customer management portal, called the Video Conferencing (VC) Connect Portal, is a comprehensive, integrated and easy-to-use portal for incidents, dashboard analytics, user and asset management, scheduling, and reporting.  The Video Conferencing (VC) Connect Portal has been developed to allow customers to request services, to open and edit incident or service requests and to gain real-time access to services and business intelligence.

      The Video Conferencing (VC) Connect portal’s core portal functions include:

      • Conferencing Scheduling
      • Incident Management: The incident management system is specifically designed to assist the Customer Service Center technicians with managing incident requests. Customer administrators can enter new requests and view updates on open incidents. Access to VC Connect Portal will be set up for the administrative user during the onboarding process.  While end users can access the Customer Service Center and open tickets, they will not have access to the administrative portal functions.
      • Business Intelligence and Reporting
      • Asset Management – Maintains customer video endpoints or inventory and data. Asset data is gathered, documented, and stored for future reference and reporting. Information includes manufacturer, model, serial numbers, software version, IP address, E.164 alias, H323 name, SIP URI and address book population for devices under management.
      • Provisioning [Video Conferencing (VC) Connect Cloud customers only] - Manage endpoint registrations, user registrations, Virtual Meeting Rooms, Ports and portal users.

      Note: Incident and change tickets for Managed Video Solution products are reported through the Video Conferencing (VC) Connect Portal, not Verizon Enterprise Center.  Billing information for Pinnaca products will be available in Verizon Enterprise Center, and not available in the Video Conferencing (VC)  Connect Portal.

      Note: Billing information for Pinnaca products will be available in Verizon Enterprise Center, and not available in the Video Conferencing (VC) Connect Portal.

      You may desire Verizon account teams to access Video Conferencing (VC) Connect Portal to help manage the service.  In order to accommodate such requests access to the Video Conferencing (VC) Connect Portal must be granted by you on behalf of the account team.

      Use of the Video Conferencing (VC) Connect Portal is available for the following solutions:

      • Endpoint Monitoring and Management [Video Conferencing (VC) Connect Cloud or Customer Hosted]
      • Video Conferencing Support Services
      • Pexip Video Conferencing Services

      Note: Capabilities will be limited to those appropriate to the product purchased.  Not all capabilities are supported for all products.

      Level 1 Support: Customer Support Center

      The Customer Support Center is the initial contact point for end users and administrators to report problems and place incident requests. 

      365x24x7, the Customer Support Center team will create, update and resolve incident requests whether reported from the customer (reactive) or via endpoint and infrastructure monitoring activities (proactive).

      The Customer Relationship Management (CRM) System contains your contact information, as well as specific details for your endpoint and infrastructure configuration.  These resources will be utilized in the event of an incident.

      Use of the Customer Support Center is available for the following solutions:

      • Endpoint Management and Monitoring
      • Video Conferencing Support Services
      • Pexip Video Conferencing Services,

      Level 2 and 3 Support: Video Network Operations Center

      The Pinnaca Video Network Operations Center will proactively monitor endpoints and/or infrastructure devices under the Managed Services plan to determine status and availability.

      When the monitored hardware is unreachable and/or breaches agreed thresholds, alerts are generated by the monitoring platform.  If alerts are received, the Customer Support Center or Video Network Operations Center will investigate through remote access to determine if the component is powered on and running.

      If the component is confirmed up, running and connected, The Video Network Operations Center will coordinate problem resolution and engage with various resolver groups to resolve the issue.

      Note:  You have to facilitate access and provide needed data so that the Video Network Operations Center can interface efficiently with the other resolver groups.

      The monitored hardware must be on at all times to facilitate this feature and prevent false positives.

      Customer action

      Prior to configuring the monitoring service, you are required to provide specific monitoring guidelines for the particular endpoint or infrastructure component (i.e. time of day to notify, escalation list, etc.).

      Use of the Video Network Operations Center is available for the following solutions:

      • Endpoint Management and Monitoring (VC Connect Cloud or Customer Hosted)
      • Video Conferencing Support Services
      • Pexip Video Conferencing Services,

      Recording capabilities

      Recording of conferences is handled by an infrastructure that is separate from the infrastructure described above.  For a complete overview of the recording service’s functionality, security and privacy detail please see your account team.

      Use of the recording capabilities is available for the Video Conferencing Support Services.

      How Day 2 works for incident and problem management

      Incident management and resolution

      Each incident request will have a unique reference number which is used to allow the Pinnaca Customer Support Center support staff to quickly locate, edit, and/or provide status to the customer.

      An incident is defined as an unplanned interruption to an IT service, a reduction in the quality of an IT service, or failure of a configuration item that has not yet impacted service.

      Issues can have several aspects to them. Each issue in the system has a severity value assigned to it, based on the overall importance of that issue. Severity levels 1 and 2 issues are the most severe and will be given precedence over all other issues. Severity 3 issues are associated with minor service performance issues.   Severity 4 issues are reserved for a Move, an Add, a Change or a Disconnection (MACD) requests and will be resolved as time permits.

      The Customer Support Center has a proven escalation process so that customer issues are resolved quickly. All escalations are treated as serious commitments to your business operations and addressed accordingly.

      Problem management and resolution

      The purpose of the proactive Problem management & resolution process is to develop a thorough understanding of the problem and its causes, and to identify corrective/preventive actions that will reduce the risk of future recurrence.  The Video Network Operations Center supports Problem Management.

      The problem management process is to resolve the root causes of incidents and thus to minimize the adverse impact of incidents caused by errors within the IT infrastructure, and to prevent recurrence of incidents related to these errors. 

      Customer responsibilities when reporting incidents

      The following information should be provided to the support team when reporting incidents:

      • Detailed problem description
      • Video Device details & location/geographical region affected
      • Number of impacted users
      • Time the problem began
      • Description and timing of actions taken prior to reporting the incident

      Escalation process

      An up to date escalation matrix will be completed as part of the project with you.

      End users can request that an issue be escalated to the next highest level of severity, support personnel and/or management.

      Level

      Name

      Designation

      1

      Customer Support Center

      Customer Support Center Team on Duty

      2

      Customer Support Center Team Lead on duty

      Customer Support Center Team Leads

      3

      Video Network Operations Center

      Video Network Operations Center Team on Duty

      4

      Video Network Operations Center Team Lead on duty

      Video Network Operations Center Team Leads

      Level 1 support: audio/email/ Video Conferencing (VC) Connect portal

      The Pinnaca Customer Support Center is the initial contact point for end users to report problems and place incident requests. Open requests can also be viewed and edited by you via VC Connect Portal. 

      The Customer Support Center will log all calls and provide electronic receipt notifications for each problem. Incidents encountered on live video conferences that cannot be quickly resolved are immediately routed to a level 2 (Video Network Operations Center) technical support agent.

      In some instances endpoints with management and monitoring, you can have access to the Customer Support Center via live video help by dialing 411 from the main directory screen or accessing it via the endpoint address book.

      This feature must be specifically requested by the customer and pre-configured by the Video Network Operations Center. Where available and supported, if all Video 411 operators are busy, the video call will be automatically transferred to audio for live customer support.

      Level 1 Support Responsibilities

      24x7 support

      Ongoing status updates as defined in the Service Level Objections

      Rapid Response and initial troubleshooting

      Escalation to Level 2 (Video Network Operations Center)

      Customer’s first point of contact for questions, support, assistance via phone or email

      Initial ownership of the incident request

      Provide Level 1 triaging: technical support – diagnose, monitor, isolate, escalate and report issues

      Understand basic video topologies to effectively assist customers in isolation of reported issues

      Open, escalate, close detailed cases (incidents) in CRM system for all reported, observed network impairments and customer issues

      Schedule, manage video conferencing service requests

      Continue to update customer during faults while liaising with fault resolution team(s)

      Perform necessary activities to launch managed video and multimedia conferences

      Level 2 technical support: Video Network Operations Center

      Level 2 Support Responsibilities

      24x7 support

      Escalation to Level 3 (Video Network Operations Center)

      Work with onsite IT personnel as required

      Ongoing status updates back to Level 1 support and the customer

      Perform hardware configuration changes in order to resolve the issue

      Incident management and escalations

      Limited network administration

      Incident status reporting

      In-depth analysis (traces, logs, etc.) when required and where applicable. 

      Only limited amounts of troubleshooting can take place on endpoints using the Internet or Integrated Services Digital Network (ISDN) as the network mode of transportation.

      Network surveillance

      Interface with 3rd party providers

      Endpoint activations and certifications

      Repair management

      Video estate maintenance management

      Fault isolation

      Address book management

       

      Level 3 technical support: Video Network Operations Center

      Level 3 Support Responsibilities

      The ability to provide extensive analysis (traces, logs, etc.)

      Design, configure, deploy and support video infrastructure in global points of presence

      Interface with systems to debug source code, conduct unit testing and provide fixes

      3rd level support of the production video infrastructure

      Perform problem determination activities with IT personnel as required

      Develop and execute on strategic imperatives that deliver a best in class video experience to our customer base

      Work with 3rd party providers

      Understand and evaluate the latest technologies available in the marketplace

      Determination of fundamental cause of problems

      Manage activities and relationships with associated video systems / Audiovisual  (AV) vendors and manufacturers

      Ongoing status updates back to Level 1 support and the customer

      Work directly with management and end-users to determine current and future needs, evaluate and test technologies to meet service descriptions

      Responsible for development and delivery of technical support training

       

    • Supported hardware

    • Video infrastructure monitored

      The following video estate infrastructure components can be proactively monitored.

      • Cisco Multipoint Control Unit (MCU)
      • Cisco Telepresence Server (TPS)
      • Cisco Telepresence Management Suite Extension (TMSPE)
      • Cisco Video Communication Server (VCS) and Expressway Core and Edge
      • Cisco Telepresence Integrated Services Digital Network (ISDN) Gateways
      • Cisco / Acano Content Management System (CMS)
      • Cisco Unified Communications Manager (CUCM)
      • Cisco Webex)
      • Poly RealPresence Distributed Media Application (DMA)  
      • Poly RMX
      • Poly RealPresence Resource Manager (RPRM)
      • Vidyo Management Portal
      • VidyoRouter
      • VidyoGateway
      • Pexip Infinity

      Video infrastructure – analytics

      The list of video infrastructure components that can be reported on include the following.  Please note, functions available may be limited and must be discussed as part of scoping prior to project start.

      • Cisco Video Communications Server (VCS) Control and Expressway
      • Cisco Multipoint Control Unit (MCU)
      • Cisco Telepresence Server (TPS)
      • Cisco Telepresence Integrated Services Digital Network (ISDN)  Gateways
      • Cisco Telepresence Management Suite & Provisioning Extension (TMS & TMSPE)
      • Cisco Unified Communications Manager (CUCM)
      • Cisco WebEx
      • Cisco Meeting Server (CMS; formerly Acano Server)
      • Microsoft Skype for Business (SfB)
      • Pexip Management Node
      • Poly Distributed Media Application (DMA)  with API License
      • Polycom RMX
      • Polycom RealPresence Resource Manager (RPRM) with API License Vidyo Management Portal

      Video infrastructure managed

      The following video estate infrastructure components can be managed:

      • Cisco Video Communications Server (VCS) Control and Expressway
      • Cisco Multipoint Control Unit (MCU)
      • Cisco Telepresence Server (TPS)
      • Cisco Telepresence Integrated Services Digital Network (ISDN)  Gateways
      • Cisco Telepresence Management Suite Extension (TMSPE)
      • Cisco / Acano Cisco Meeting Server (CMS)
      • Cisco Content Server
      • Cisco Conductor
      • Cisco Unified Communications Manager (CUCM)
      • Polycom RealPresence Distributed Media Application (DMA)
      • Polycom RMX/ RealPresence Collaboration Server (RPCS)
      • Polycom RealPresence Resource Manager (RPRM)
      • Vidyo Management Portal
      • VidyoRouter
      • VidyoGateway
      • Vidyo Replay
      • Pexip Infinity
      • LifeSize

      Video endpoints managed

      The following video estate endpoints can be managed

      • Ashton Bentley
      • Avizia
      • Cisco
      • Huawei
      • Lifesize
      • Polycom
      • StarLeaf
      • Tandberg (Cisco)
      • VidyoRoom High Definition (HD)
      • Yealink

      Telepresence systems managed

      The following video estate endpoints can be managed

      • Cisco / Tandberg Immersive Telepresence Suite
      • Polycom
    • Service level objectives

    • Service level objectives are available for the following solutions:

      • Endpoint Management and Monitoring [Video Conferencing (VC) Connect Cloud or Customer Hosted]
      • Video Conferencing Support Services
      • Pexip Video Conferencing Services

      Incident severity levels

      For operational support, a four (4) level system of classification is used. The definitions of problem and incident severity levels are set out in the table below.

      Severity Levels

      Severity Level

      Severity Explanation

      Classification Criteria

      Severity 1

      (Critical Incident)

      You have lost core video services or applications due to infrastructure or network outage. These service outages can include call routing, Virtual Meeting Room (VMR) services, Video Conferencing (VC)  Connect services.

      Unacceptable Service Performance at customer Sites.  The service is missing critical functionality. Service failure or performance degradation is having critical impact on your business.

      Severity 2

       (Major/Urgent Incident)

      You are incurring partial, intermittent service interruption or degradation to video services or applications due to infrastructure or network issues. These services interruptions can include call routing Virtual Meeting Room (VMR) services [Multipoint Control Unit (MCU)], call recording, and Video Conferencing (VC)   Connect services.

      Major Degraded Service Performance. The service is missing major functionality. An infrastructure component failure or performance degradation affecting many users.

      Severity 3

      (Minor Incident)

      You are suffering from a degradation of service from an endpoint or user account with very limited impact on the core business or processes.

      Minor Degraded Service Performance. The service is missing minor functionality, or a single endpoint is malfunctioning.     A component failure or performance degradation affecting a few users.

      Severity 4

      (MACDs / Info)

      You have a non-critical issue causing no impact on video operations, has a service query or has a MACD request.

      MACD or Inquiry

       You require a change in service or has an informational request.

      Incident management objectives

      Responses to incident requests will be addressed within a specified target time. Pinnaca will provide customers with an incident severity level and the estimated time to restore service, if it can be estimated. Monitoring of Service Level Objectives (SLOs) commences from the time an incident request is logged, or from the time Pinnaca answers or opens the request and assigns a severity level.  

      Incident Handling SLOs

      Severity Level

      Answered/

      Opened

      (Phone/Portal)

      Response

      Updates

      Remote Resolution

      Severity 1

      30 Seconds / 5 Minutes

      30 Minutes

      1 Hour

      4 Hours

      Severity 2

      30 Seconds / 5 Minutes

      1 Hour

      2 Hours

      4 Hours

      Severity 3

      30 Seconds / 1 Hour

      4 Hours

      2 Business Days

      5 Business Days

      Severity 4

      30 Seconds/ 4 Hours

      48 Hours

      N/A

      7 Business Days

    • Endpoint monitoring and management additional support activities

    • Software release management

      Where you hold a current software maintenance contract, the Video Network Operations Center can, in many cases, remotely apply a software update to endpoints or video infrastructure under management.

      Software updates may be required to fix a defect, patch a security issue, or simply as a prerequisite to renew a software maintenance contract. Capabilities regarding software upgrades vary by manufacturer. 

      The software upgrade service includes testing of the software, backing up the configuration, downloading the new software, restoring the configuration, and endpoint recertification, up to two (2) software updates per year for each device under management.

      Customer action

      You will have to perform preparatory configuration activities, such as backups, in support of the software updates.

      As supported by technology, remote firmware changes can be provided to introduce new features. Use of best practice process aims to keep the software version at least one release behind the current version as experience dictates that this results in the greatest system stability. 

      These requests relate primarily within third party software covered and where the customer holds a support or software maintenance contract with the supplier. These upgrades include:

      • Implementation of supplier provided patches
      • Version upgrades
      • Modifications to software to accommodate new third-party software

      You should notify Video Network Operations Center

       30 days before a software update to schedule use case testing.

      Vendor software upgrades will be made available to customer for software upgrade scheduling within 90 business days of manufacturer’s commercial release date.

      Any software changes to endpoints covered under endpoint monitoring and management, even if performed by you, will require completion of a Change Management form. 

      Note: Comprehensive estate software updates are limited to two (2) per year.

      Note: A Letter of Authorization (LOA) and a valid software maintenance agreement with the manufacturer is required for the Video Network Operations Center to perform the software release management.

      Software Release Management is available for the following:

      • Customer Hosted
      • Video Conferencing (VC) Connect Cloud

      This service, as described, is included for devices under endpoint monitoring and management.

      Asset management

      Asset data is gathered, documented, and stored for future reference and reporting. Information includes manufacturer, model, serial numbers, software version, IP address, E.164 alias, H323 name, Session Initiation Protocol (SIP)  Uniform Resource Identifier (URI) and address book population for devices under management.

      Asset Management is available for the following:

      • Customer Hosted
      • Video Conferencing (VC) Connect Cloud

      This service, as described, is included for devices under endpoint monitoring and management.

      Global directory “address book” management

      A global directory, or commonly referred to as an “address book,” is a list of endpoints and/or virtual meeting rooms that enable users to communicate with other users within their own video estate.  Best practice dictates that you only have one global directory.

      During endpoint certification, an activation specialist will populate one video endpoint global directory (or “address book”) creating entries for all endpoints certified on the Pinnaca network and all Virtual Meeting Rooms (VMRs).

      All the endpoints under management will share a common address book that will be automatically maintained as new video endpoints are certified and come onto the network or as a result of moves and changes.

      Directories are managed by the Video Network Operation Center, and any additions, deletions, or revisions must follow the change management process (agreed with you) and will be subject to MACD (moves, adds, changes, disconnects) Service Level Objectives. Directory changes can be performed up to a maximum of 3 times per month, per managed video endpoint.

      • All endpoints under management must contain an agreed global directory.
      • Endpoints must be supported by the directory management platform selected, which may be Pinnaca or customer provided. The selected platform will be the source of record for the global directory and will be used to populate the individual endpoint directory of each endpoint under management.
      • Endpoint and, where applicable, Virtual Meeting Room (VMR) naming convention must be agreed prior to implementing the service. It is important that the endpoint naming convention for the directory is well thought out as this will prevent duplication and maintain understanding across the business.
      • Directory entries must contain at least 6 characters and no more than 23 characters

      In addition to the global directory, most endpoints also have their own local directory settings. There are several local directory settings (views) that are endpoint specific. Only the global directory is supported, as Pinnaca is not responsible for managing any other local directories.

      Address book changes will follow the change management process and will be subject to a 2 business day Service Level Objective. Address book changes can be performed up to a maximum of 3 times per month, per managed video endpoint.

      Note: Pinnaca must have administrative access to the endpoint to support the endpoint for the customer.

      Global Directory Management is available for the following:

      • Customer Hosted
      • Video Conferencing (VC) Connect Cloud

      This service, as described, is included for devices under endpoint monitoring and management.

      Hardware recertification

      Performance metrics for endpoints are calibrated at the time of certification so that the performance is within specification for a high-quality video conferencing experience.

      Upon identification of a problem, through system notification or customer notification, the Video Network Operation Center team engages in fault identification to restore service to the normal state.

      For endpoint and infrastructure related issues warranting equipment replacement, Pinnaca will contact the customer to notify them of the issue that has been diagnosed and work with the customer to re-certify the device after the customer has replaced the defective device. 

      Note: You have to ensure you have a maintenance support contract in place or purchasing a replacement unit. Once the customer has replaced the hardware and reconnected to the network, the Video Network Operation Center can remotely access the endpoint and re-certify for service.

      Note: The cost of hardware replacement, for both the device and physical installation is not included in this solution.  Additionally, hardware onsite repair services are not covered under endpoint monitoring and management. 

      Note: No response or restoration time measurements for Service Level Objectives (SLOs) will be tracked or measured while waiting for hardware replacement and installation.

      Hardware Recertification is available for the following:

      • Customer Hosted
      • Video Conferencing (VC) Connect Cloud

      Note: A re-certification charge will be applied to devices requiring re-certification, as well as the ongoing monthly subscription charge for devices/infrastructure. 

      Third Party escalation support

      When required due to incidents or other circumstance, and when allowed based on your preference as well as your maintenance agreements and manufacturer’s maintenance policies, Pinnaca will act as the vendor of record for the customer and be the communication point between you and the vendor – coordinating times for onsite repair and visits between the vendor and the customer.

      Pinnaca service levels objectives will not be in effect during this process.

      Customer action

      You will need to provide all relevant information required to the manufacturer or other entity to support the fix if not available in Pinnaca systems: the device name, model, serial number, and software version, description and details of the problem, applicable dates of support contract, and you contact information and shipping address.

      Third Party Escalation Support is available for the following:

      • Customer Hosted
      • Video Conferencing (VC) Connect Cloud

      This service, as described, is included for devices under endpoint monitoring and management.

      Note: If new equipment needs to be ordered, the cost of hardware replacement, for both the device and physical installation is not included in this solution.  Additionally, hardware onsite repair services are not covered under endpoint monitoring and management.   In the event of hardware replacement, re-certification charges will apply.

      Configuration management

      Pinnaca will continuously capture, maintain, backup, and provide secured storage of the physical and logical configuration settings of equipment and software. In event of a failure or outage, Pinnaca will work with you to assist in uploading the latest configuration settings.

      Configuration management is available for the following:

      • Customer Hosted
      • Video Conferencing (VC) Connect Cloud

      This service, as described, is included for devices under endpoint monitoring and management.

      Change management

      Pinnaca will provide a change management process for MACD’s. 

      Chargeable MACDs include:

      • Re-certification of Video Conferencing (VC) Connect devices 

      Note: A recertification fee will also be charged for events such as hardware moves and replacements, after the initial onboarding.

      • Creation of Virtual Meeting Rooms (VMRs) by the Video Network Operation Center if requested by the customer. Applicable to Video Conferencing (VC) Connect devices when Pexip Video Conferencing Services are purchased.

      Change management is available for the following:

      • Customer Hosted
      • Video Conferencing (VC) Connect Cloud

      Capacity management

      Pinnaca will proactively monitor the platform to support availability of the customer's subscribed capacity. 

      The Pinnaca team will proactively alert on thresholds and advise customer that usage is nearing maximum subscribed capacity and additional capacity should be ordered.

      Capacity management is available for the following:

      • Customer Hosted
      • Video Conferencing (VC) Connect Cloud

      This service, as described, is included for devices under endpoint monitoring and management.

    • Training and best practice documentation

    • 10 training and service contact information 300x227
    • Remote administrative use training

      The Pinnaca Video Network Operations Center team will remotely provide endpoint training to customer site administrators during the onboarding process, including the review and verification of customer selected use cases, which will be defined during the project.

      The Video Network Operation Center function and responsibilities is described in greater detail in this Welcome Kit under “Day to Day Management” section.

    • Your responsibilities during remote administrative training include:

      • Designating administrators who will receive training
      • Select desired use cases

      Examples of use cases include:

      • Point-to-point calling
        • Dial-in and dial-out
        • How to call via the directory
        • How to call manually
      • Multi-point calling
        • How to call via directory
        • How to call manually
      • How to use the remote or control panel
        • Launch and end call
        • Accessing directory
      • Audio add-ons
      • Content sharing – How to send
      • Single / Dual monitor setups and layouts
      • Video conferencing tips
      • o   Leave the equipment turned on
      • o   Microphone and camera positioning
      • How to contact support

      In addition, pre-packaged documentation and videos will be supplied to designated customer contacts for distribution by the customer. Documentation and videos could comprise topics such as:

      • How to schedule a call
      • How to launch service
      • Basic use case videos
      • Video conferencing etiquette videos
      • Video conferencing best practices videos

      Endpoint user adoption training

      Pinnaca will remotely deliver hands-on, interactive instruction over video; giving participants real-time experience and affording end users the opportunity to become comfortable, confident and competent when utilizing your video investments.

      The training will provide basic instruction on how to utilize the manufacturer’s video technology.

      The training is delivered site-to-site and is conducted over a video conference session allowing Pinnaca’s instructors to provide undivided attention to end-users. The following services are included with endpoint monitoring and management:

      • Pre-packaged end-user instruction on system manufacturers’ features and functionality as well as “Basics on How to Effectively Manage a Video Meeting.”
      • Up to 60 minutes of end-user real-time training for up to 8 participants per NEW endpoint or room system. (It is recommended that some training sessions be “train the trainer” sessions.)
      • Delivery of manufacturer’s manuals and user guides.
      • Up to 120 minutes of end-user real-time training for up to 8 participants per NEW Immersive endpoint or room system.

      Equipment, User and Best Practice Documentation

      The Pinnaca team will monitor manufacturers’ new releases that affect end user interfaces and/or the use of video technology being managed.   The Pinnaca team will provide updated manufacturer user, endpoint, Virtual Meeting Room (VMR) and best practice documentation and videos throughout the customer’s managed services agreement.

      The documentation will provide customer key contacts with the knowledge and disciplines that collectively support the continuous delivery of a quality video conferencing experience.

      This service, as described, does not incur additional charges with endpoint monitoring and management.

      The following are services and/or programs provided by Pinnaca. Additional charges for each apply. 

      Note: For additional information please speak with your account manager.

      Customized video adoption services

      Pinnaca helps customer's end users have a successful visual communication experience. Pinnaca’s goal is to assist end users, so they naturally migrate toward visual communications technology rather than away from it due to something gone wrong.

      Customized video adoption services can include the following services:

      • Consulting - Assist with planning, goal and objective setting, process and workflow construction and standardization, success metrics, and reporting.
      • Onboarding Process Development
      • Communications - Assist with the development of communication plans.
      • Video Tutorials - Customized user videos to improve adoption.
      • User Guides & Documentation – Assist with development of customized user guides.
      • Instructional Program – Customize and tailor training sessions for users, technical users, trainers and administrators.
      • Surveys - Pre and post implementation surveys to gather user’s input and feedback.

      Pinnaca recognizes that instructional sessions are not one size fits all, thus programs are offered for instructional agendas that require highly tailored, customized programs based on customer need, application and room design.

      The following outline the various standardized programs for adoption:   

      Video endpoint user training module (for up to 8 participants)

      Program includes up to 1 hour of session scheduling and agenda planning, up to 2 hours of remote instruction delivering interactive, hands-on experience to each participant, user quick reference guides, training videos where available and user surveys.

      Executive video client training module (for up to 3 people)

      Program includes up to 1 hour of session scheduling and agenda planning, up to 90 minutes of remote instruction delivering interactive, hands-on experience to each participant, user quick reference guides, where available and user surveys. 

      Half day open house w/ instructor available

      Program includes up to 3 hours of session planning and material development, up to 2 sessions of 90 minutes each for 12-15 people per session of communications, demonstrations and training.

      Note: Limited amount of user guides, training videos and user surveys will be provided where available. 

      Full day open house w/ instructor available

      Program includes up to 3 hours of session planning and material development, up to four sessions of 90 minutes each for 12 people per session with a morning, lunch and afternoon break scheduled. 

      Customized video and content creation and production

      A program to create and produce customized video, content and/or communications associated the deployment, enhancement or adoption of video technology.

      Note: These services will be priced based on a scope of work and requirements document.

    • Frequently asked questions

    What can I do in Verizon Enterprise Center for my Pinnaca service? +

    Within the Verizon Enterprise Center you can check your bill.  To open incident tickets with Pinnaca, please use the Pinnaca Video Conferencing (VC) Connect portal.  You can also perform the following additional activities in the Pinnaca Video Conferencing (VC) Connect portal:

    • Conferencing Scheduling
    • Incident Management
    • Business Intelligence and Reporting
    • Asset Management
    • Provisioning (Video Conferencing (VC) Connect Cloud customers only) 
    Where do I go to place a new order? +

    Please work with your account team to order additional management and monitoring services.  Once ordered, ongoing conference scheduling can be performed on the Video Conferencing (VC) Connect portal.

    What do I do if I need to change something with my service? +

    Changes to your existing service can be performed on the Video Conferencing (VC) Connect Portal.  If new services need to be added please work with your account team to have those services ordered. 

    When does the billing of my Pinnaca services begin? +

    Billing for Pinnaca services will begin at the first billing cycle after your order is received.

    Who do I contact for billing questions? +

    Basic billing inquiries can be handled within Verizon Enterprise Center.  Otherwise, please work with your Account team to determine the best resource for billing questions.

    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.