Trouble Resolution Intervals
Verizon will resolve troubles on both a routine and emergency basis. The trouble report will specify whether routine or emergency handling is required. Restoration commitments for routine handling of a dispatched service is the next business day; for routine handling of a non-dispatched service is within four (4) hours or by a negotiated clearing time; and for emergency handling is within four (4) consecutive hours. Verizon will provide escalation intervals of one hour for emergency service category troubles and two hours for routine service category troubles when the restoration commitment has been missed regardless of the type of service arrangement for both voice and data products and services.

Escalation Procedures
Verizon is committed to providing the best quality products and services to our WITS2001 customers. The Verizon WITS2001 CSC at 1-800-381-3444 should be the "first" Point of Contact for all customer service orders, trouble calls, queries, and issue resolution. This allows customer issues to be managed and resolved more efficiently and timely. The CSC also interfaces daily with government personnel.

Problems that cannot be resolved at the WITS2001 CSC will automatically escalate to a CSC Business Office Manager, then to the Billing and Provisioning Manager or Operations, Administration & Maintenance (OA&M) Manager, and, if not resolved at this level, to the General Manager. Outside of normal business hours calls should be made to the WITS2001 CSC and, if necessary, the duty supervisor will contact the appropriate manager. If through the escalation process a quality defect appears to be systemic and not easily corrected, the Verizon WITS2001 Quality Assurance Manager (QAM) will be contacted, and a quality analysis will be conducted. Root cause(s) will be identified, process development will occur, and corrective action will be implemented.

Verizon WITS2001 Escalation Contacts:

Customer Service Center (CSC) Business Office Managers