Verizon Care Welcome Kit









Welcome Kits Home
  • Overview

  • Verizon Care provides global maintenance and technical support for network CPE (Customer Premises Equipment) and features advanced parts replacement and available on-site or remote repair support.

    As a Verizon Care customer, Verizon is your first contact when you experience trouble with your network CPE. A team of qualified Verizon support engineers will work with you to remotely troubleshoot the problem, request advanced parts replacement, coordinate on-site repair support (if purchased), and restore the device to service, and keep you informed.

    In addition to these services, Verizon engineers are also available to assist with your requests for operating system software patches, updates and bug fixes.

    More information on Verizon Care maintenance services can be found at https://enterprise.verizon.com/products/network/edge-solutions/verizon-care/

  • Your Verizon team

  • If you experience trouble with your network CPE, then you may open a trouble-ticket using the Verizon Enterprise Center portal.

    Verizon will work with you to remotely assess and trouble-shoot the problem, coordinate advanced parts replacement and on-site repair support (if purchased),restore the device to service, and keep you informed.  















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  • Preparing for successful delivery

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  • Verizon Care is enabled following Verizon’s successful installation and activation of your network Customer Premise Equipment (CPE).

    To ensure Verizon Care is promptly activated, Verizon will capture the network CPE serial number during the ordering, staging or installation phase, and securely retain this information in our trouble-ticketing system to help with trouble-shooting and problem resolution.

    If your network CPE was purchased and/or installed using a customized (non-standard) process, then you may need to work with your Verizon Account Representative to make sure Verizon has the serial numbers for all network CPE requiring Verizon Care support.

     

  • Customer action

    In order to streamline your Verizon Care maintenance activation, be ready to provide the network CPE serial number. Missing or incorrect serial numbers are the primary cause of delay in providing a replacement part.

    If your network CPE is part of Verizon Managed Services offerings, then Verizon will take care of capturing and storing the network CPE serial number. No further action is required.

  • Manage your account with the Verizon Enterprise Center

  • 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 on desktops, tablets and smartphones – you can act on your crucial data wherever your work takes you.

  • Verizon Care options

Verizon Care offers several standard maintenance coverage options to meet your needs:

  • Support Level

  • Advanced Parts Replacement from Original Equipment Manufacturer (OEM)

  • On-Site Technician

  • 24x7x4

    Onsite

  • Verizon support is available 24 hours a day 7 days per week. Network CPE determined and confirmed by Verizon to be defective will have a replacement unit arrive within 4 hours.

  • A qualified field technician will arrive at your site to install the replacement unit, targeting to arrive within 4 hours.

  • 8x5xNBD

    Onsite

  • Verizon support is available 5 days per week between the hours of 8am and 5pm local time, excluding Verizon holidays. Network CPE determined and confirmed by Verizon to be defective will have a replacement unit arrive within one business day.

  • A qualified field technician will arrive at your site to install the replacement unit, targeting to arrive by the next business day.

  • 8x5xNBD

    Remote

  • Verizon support is available 5 days per week, between the hours of 8am and 5pm local time, excluding Verizon holidays. Network CPE determined and confirmed by Verizon to be defective will have a replacement unit arrive within one business day.

  • Not available – this plan provides remote support only.

  • Reasonable

    Effort

  • Verizon support is available 5 days per week, between the hours of 8am and 5pm local time, excluding Verizon holidays. Where onsite support and remote support are not available, Verizon will work with the manufacturer to have a replacement unit sent to your site based on “reasonable effort” and availability of a replacement unit by the manufacturer.

  • Not available – this plan provides hardware “drop ship” support.

  • Added features

  • Verizon Care includes the following features:

    • Verizon Care concierge takes the first call for network CPE and Verizon-provided network issues
    • Technical support for industry-leading Original Equipment Manufacturers (OEMs) provided by trained and certified engineers
    • Multiple service levels available
    • Access to OEM Technical Assistance Center (TAC) and engineers through Verizon to help handle the most challenging issues
    • Coordinated advanced parts replacement with available on-site repair support
    • Assistance with Operating System (OS) updates, software patches and bug fixes
    • Avoid disruption with simplified monthly billing, automatic renewal, no fixed minimum term, and  no termination liability     
    • Integrated monitoring and management as part of a Verizon managed service.
    • Available Fault Monitoring and Analytics Dashboard to notify you of physical alarms for SNMP-enabled devices.

    As a Verizon Care customer, you have access to IT Asset Manager. IT Asset Manager is a cloud-based, vendor-agnostic, automated platform to help you      track, and manage Assets (e.g., software licenses, hardware, and hardware maintenance) across multiple vendors and Original Equipment Manufacturers (OEMs. IT Asset Manager gives you visibility into your Assets through a customizable and self-managed dashboard. IT Asset Manager is available in three service tiers: 

    • Level 1, which provides basic capabilities to track Assets purchased from Verizon, including volume and order/purchase information, 
    • Level 2, which includes all Level 1 features and functionality, plus additional capabilities such as the  ability to track the usage of Assets and provide audit filtering  
    • Level 3, which includes all Level 2 features and functionality, plus the capability for you to pull in information about Assets not purchased from Verizon for enabled OEMs.

    View the IT Asset Manager Welcome Kit to activate this service.

  • Network Operations Center (NOC)

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  • If your Verizon Care maintenance is part of a Verizon managed services offer, your network and network CPE support will be handed-off to the Verizon Network Operations Center, where your network and network CPE are proactively and continuously monitored per the terms and conditions of the Verizon managed services offer that you purchased.

    Note: If the Network Operations Center determines that your network problem is due to a CPE failure, then Verizon Care will  ensure that a Verizon Network Operations Center technical resource is assigned to trouble-shoot the problem, coordinate advanced parts replacement and on-site repair support (if purchased), and keep you informed.

    If Verizon Care is not part of a Verizon managed services offer, then support will be provided by the Verizon Care Service Team. If you experience trouble with your network CPE, then you may open a trouble-ticket using the Verizon Enterprise Center portal. Verizon will work with you to assess and trouble-shoot the problem, coordinate advanced parts replacement and on-site repair support (if purchased), and keep you informed.

  • Service contact information

  • 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 Services (PCS)

  • 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

    Repair

  • Be prepared with the following information:

    Service  Instance  identifier

     

    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

    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

     

    Account team

    Contact Assigned Account Team

  • Service issue

    Order

  • 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 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

  • Frequently asked questions

How is Verizon Care Maintenance different from Manufacturer Maintenance? +

With Verizon Maintenance:

  • Verizon takes the customer’s first call
  • You cannot call the original equipment manufacturer (OEM) directly for support
  • Billing is done as a monthly recurring charge (MRC)
  • There is no fixed term or early termination liability.
  • Support is available for multiple manufacturers/OEMs.

 

With Manufacturer Maintenance:

  • Customer calls the manufacturer direct for support
  • Billing is done as prepaid
  • There is often a fixed term and early termination liability may apply.
Can I call the Manufacturer’s Technical Assistance Center (TAC) directly for support? Is this option supported? +

With Verizon Care, you will contact Verizon directly for support. Verizon will work with the manufacturer (Original Equipment Manufacturer) as needed for assistance and advanced parts replacement. If it is important to be able to speak directly with the Manufacturer’s TAC, Verizon can offer you a manufacturer maintenance product.

Where are the depots where spare parts are kept? +

Verizon Care relies on manufacturers and partners to maintain a spare parts inventory so that service levels may be met.

When opening a trouble ticket for Verizon Care via the Verizon Enterprise Center portal, what information should I provide to report equipment trouble? +

When opening a trouble ticket for Verizon Care via the Verizon Enterprise Center portal, what information should I provide to report equipment trouble?

You will need to be prepared to provide the following information:

  • Your Business Name , Contact Person Name, Phone Number, and Email Address
  • Service Instance ID or CPE Instance ID (available on your Verizon invoice)
  • A brief description of the trouble, including time and duration of the trouble event

Once compiled, Verizon will provide you with a trouble ticket number and refer it to the appropriate team for further diagnostics and repair.

Is 8x5 coverage based on my local time, or the local time of the Verizon call center location? +

8x5 coverage is based on your local time.

Can Verizon Care support Wireless Access Points network CPE installed at heights higher than 12 feet? +

Verizon does not support heights greater than 12 feet  as standard.  Any network CPE that is installed and/or maintained at heights greater than 12 feet would be considered a custom solution. A longer response time may be required, and there may also be additional cost in supporting this type of solution.

Can I change the type of Verizon Care coverage? +

Yes, you will need to contact your Verizon Account Representative for a quote to change your Verizon Care coverage.

What is meant by Verizon Care “Reasonable Effort”? +

Verizon will work directly with the manufacturer to ship the replacement part as soon as is reasonably possible considering your geographic location relative to the manufacturer’s available inventory.

My network CPE was damaged during shipment. Is this supported by Verizon Care? +

If your network CPE was damaged during shipment, this is not covered through Verizon Care. Instead,  please contact your Verizon Account Representative to initiate the network CPE replacement process.

My network CPE was damaged by a power surge due to a lightning strike. Is this supported by Verizon Care? +

You should consider filing an insurance claim. An insurance claim may also be filed if the network CPE was damaged by water, storms, fire, or other acts of nature. Verizon Care is not a substitute for an insurance policy.

Can I access Verizon Enterprise Center from a mobile device? +

Yes. Mobile access to the Verizon Enterprise Center extends your virtual communication center beyond your office. Simply download 'My Verizon for Enterprise' from the App Store or Google Play to conveniently manage your Verizon account from your mobile device.

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.