Customer Service
- Overview
- Trouble Reporting
- Billing Disputes
- Customer Service Escalation
- Priority and Repair Time Objectives
The Worldwide Customer Service (WCS) Center is the primary point-of-contact to support all FTS2001 Bridge customer service requirements. This office is staffed to support all service and technical issues for both domestic and international FTS2001 Bridge customers, 24 hours a day, 7 days a week.
Users can call 1-888-FTS-SVC1 (1-888-387-7821) or send an email to ftssvc1@verizonbusiness.com with questions about any of the following areas:
- Customer Assistance - General questions about administrative and operational procedures and Verizon Business points of contact
- Service Ordering - Requests for new service or modifications to existing service
- Training - Questions about available training and class schedules
- Technical Support - Questions about how to use functions of a Verizon Business service
- Trouble Reporting - Reporting problems with existing services (i.e. static on a phone line, inability to receive phone calls on a toll free number, etc.).
- Billing Disputes - Report billing problems, questions, or concerns (i.e. incorrect charges on an invoice, services billed at the incorrect rate, etc.).
Trouble reporting and technical support functions are carried out at Worldwide Customer Service (WCS) Center in Cary, N.C. When encountering technical issues, a trouble should be reported immediately. Below are guidelines to follow and information needed when reporting a trouble to the TSC. Note: If you are at a location that is served by a GSA switch, first report the issue to GSA. If GSA determines that the problem is the result of an issue with Verizon Business, a GSA representative will open a trouble ticket with Verizon Business.
- Dial 1-888-FTS-SVC1 (1-888-387-7821)
- Provide the customer service representative with the following:
- Contact name (individual to be updated with trouble status)
- Contact phone number
- Alternate contact name and phone number
- Agency name
- If your agency is part of a larger entity, (e.g., Patent and Trademark Office is part of a larger entity, Dept of Commerce), please identify the larger entity. If you are with the military, identify the branch of the military and location (e.g., Army, Fort Benning). This will help locate your account team if additional information is necessary.
- Agency location address
- Verizon Business contract service category
- Switched Voice Service
- Circuit Switched Data Service
- Toll Free Service
- 900 Service
- Packet Switched Service
- Internet Protocol Service
- Frame Relay Service
- Asynchronous Transfer Mode (ATM) Service
- Dedicated Transmission Services
- Paging Services
- Managed Services
- vBNS+
- Internet Access Service
- Verizon Business Circuit ID - required for dedicated service only. If this is not available, provide the location address or service ID.
- Detailed description of trouble (i.e., fast busy, recorded message with switch tag)
- Call example
- Originating number (i.e., telephone number, calling card number)
- Terminating number
- Time and date call was placed
- Time of outage
- A unique 4-digit trouble ticket number will be generated and provided to the caller. This number and the date the trouble was reported will be required to check the status of the trouble ticket.
- The primary customer point of contact will be updated with the ticket status on a periodic basis until trouble resolution. An alternate point of contact may be provided to Verizon Business as a back-up in the event the primary contact is not available. Any updates provided to the alternate point of contact constitutes a status to the "customer".
- The customer point of contact, or alternate contact, will be advised when the ticket is closed.
When encountering billing issues, the information below will be needed when reporting a billing dispute to the WSC.
- Dial 1-888-FTS-SVC1 (1-888-387-7821)
- Provide the customer service representative with the following:
- Contact name (individual to be updated with trouble status)
- Contact phone number
- Alternate contact name and phone number
- Agency name
- Agency location address
- Verizon Business contract service category
- Switched Voice Service
- Circuit Switched Data Service
- Toll Free Service
- 900 Service
- Packet Switched Service
- Internet Protocol Service
- Frame Relay Service
- Asynchronous Transfer Mode (ATM) Service
- Dedicated Transmission Services
- Paging Services
- Managed Services
- vBNS+
- Internet Access Service
- The exact dollar amount of the charges in dispute
- The reason for the dispute (i.e., installation charge should have been waived, incorrect rate charged)
- The date of the invoice on which the disputed charge appears
- Verizon Business Bill ID - will appear on the invoice as one of the following:
- Account number or bill payer ID on a switched voice or data invoice
- Bill payer ID on a Toll Free invoice
- Customer number on a dedicated transmission services invoice
- Account ID on Frame Relay and ATM invoices
- Agency billing type
- Direct billed by Verizon Business or centrally billed by GSA
- Indicate if the service is at a GSA consolidated switch location
The Worldwide Customer Service Center manages the trouble resolution process and drives domestic service issues on behalf of FTS2001 Bridge Verizon Business customers. In the event a trouble has been reported and repair time objectives are not being met, Verizon Business has implemented customer service escalation procedures. (See section titled Priority and Repair Time Objectives for contractual repair time objectives.)
Five levels of escalation are provided below with contact name, phone number and pager number where applicable. Each level should be given the opportunity to address concerns prior to contacting the next level of escalation.
For additional assistance during the escalation process, your Verizon Business Federal Account Manager can be reached at 1-800-333-7005.
| Level | Title | Name | Phone Number |
|---|---|---|---|
| 1st | Control Bay | 24 x 7 | 888-212-0139/919-378-6390 |
| 2nd | Manager | On-Duty | 888-212-2136/919-378-6309 |
| 3rd | Senior Manager | On-Duty | 888-212-2310/919-378-6270 |
| 4th | Director | Mark Madar | 866-622-7182/919-378-5400 |
| 5th | Executive Director | Wally Czmiel | 888-622-7536/919-378-5401 |
Priority and Repair Time Objectives
The following chart describes the priority codes established under the FTS2001 Bridge contract and the Repair Time Objectives for each priority level.
|
Priority
Code |
Example
Criteria |
Repair
Time Objective |
|---|---|---|
| Priority 1 Includes all Telecommunications Service Priority (TSP) |
Dedicated customer service outage,
circuit has high error rate, sync losses, taking hits NS/EP condition Any complete loss of service feature |
30 minutes to 4 hours |
| 800 Guardian | 30 minutes | |
| Priority 2 | Chronic problems Dial up data/fax connectivity problems Switch access connectivity problems |
8 hours |
| Priority 3 | Single incident, not circuit specific (e.g., static) Other troubles not meeting Priority 1 or 2 guidelines |
24 hours |
| Priority 4 |
Informational trouble ticket Provide reason for outage Customer only wants data circuit monitored |
72 hours |