Customer Care - Info by Request, FAQs & Applications

Info by Request
The Info by Request feature allows WITS2001 users to subscribe to an automatic e-mail service for program announcements. Subscribers will be able to select from a list of topics in order to receive e-mail messages announcing changes or additions posted to the Web site. For example, when users select "Pricing" they will receive an e-mail message whenever a pricing table has been modified.

Info By Request Subscribe to receive announcements about program updates.

	Becoming A WITS2001 Customer
	Electronic Ordering/Procurement
	Service@once Access and Training
	Teleconferencing
	Pricing/Billing
	Products and Services
	Maintenance/Service/Repair
	WITS2001 Contract Benefits
	Telephone Caller Identification
	Escalation Procedures

FAQs (348K) * Revised: 02/26/04

Customer Service Center
The Customer Service Center (CSC) is your "first" point of contact and daily interface for queries and issue resolution. Key responsibilities focus on the supervision of routine and emergency work requests, all system changes and requests, customer assistance, and customer premises equipment (CPE) requests. Problems that cannot be resolved at the CSC level escalate directly to the Operations, Administration, and Maintenance Manager and the General Manager.

The CSC responds to system-generated trouble reports from support systems, the GFP switching equipment, and other alarm monitoring equipment used by Verizon. In order to resolve problems expeditiously, the entire CSC and OA&M team works with the government, other Verizon organizations, and other contractors, and Verizon maintains an audit trail of WITS2001 trouble resolution activities.

Voice Reports
Customers who make trouble reports by voice call the CSC's toll-free number. A representative collects information about the problem, enters a trouble record into Verizon Service@once, and makes a resolution commitment to the customer. Troubles not resolved by the CSC representative handling the problem will automatically be referred to the duty supervisor and then escalated as necessary.

Service@once
Service@once is available during the peak business hours of 7 AM to 7 PM, Monday through Friday. Outside of these hours, the systems are also available unless routine maintenance is being performed. (Routine maintenance is only performed between Midnight and 6 AM.)

After a report is entered into Service@once by the representative or through online customer contact, the customer receives a confirmation receipt with a resolution commitment. The customer may be contacted to request additional information, clarify the report, confirm receipt, or establish a resolution commitment. The CSC will attempt to resolve issues online whenever possible.

Problem Resolution
All commitments for routine restoration are within 4 hours or the negotiated clearing time if a site visit is not required. The service commitment is for the next business day if a site visit is required.

Emergency Procedures
Both routine and emergency maintenance is reported to the CSC. The trouble report specifies whether emergency or routine handling is required. Verizon's escalation intervals are 1 hour for emergency service category troubles and 2 hours for routine service category troubles if the restoration commitment is missed.