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SERVICE ASSURANCE USER GUIDES

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 * WELCOME TO THE SERVICE ASSURANCE USER GUIDES LIBRARY.

 * This User Guides library is specifically intended for our customers to assist
   you to successfully complete various incident management, change management
   and other activities.
   
   Clicking on any category in the navigation bar on the left hand side will
   display the respective section where you will find a list of available User
   Guides Including short content descriptions.

Incident & Event Management Change Management & Problem Management Self-Service
Tools Welcome Kits Network Support Resources Miscellaneous


 * INCIDENT & EVENT MANAGEMENT

 * Chat with Us
   Contact your Service Desk 24by7 online
   
   Service Desk Phone Numbers for US and International
   Overview of Service Desk phone numbers by country
   
   Adding Your Internal Reference To Verizon's Incident Ticket
   How you can add your reference to Verizon’s incident ticket and what benefits
   there are
   
   Download the My Verizon for Enterprise App
   Easily access the resources and information you need on the go.
   
   NOC to NOC Process
   How to reach out to a Verizon NOC technician to discuss a technical issue
   
   SOC to SOC Process
   How to reach out to a Verizon SOC technician to discuss a technical issue
   
   Diagnostics for Managed WAN/LAN services
   Overview of Automated Diagnostics for Managed WAN/LAN services for proactive
   incident tickets.
   
   Event Management for Managed WAN/LAN services
   Overview of Managed WAN/LAN Event Management and when this triggers a
   proactive incident ticket
   
   Event Management for VNS/SD-WAN Services
   Overview of Managed VNS/SD-WAN Event Management and when this triggers a
   proactive incident ticket
   
   
   Site Status Verification for Managed WAN Services
   How to verify the status of Power, Cabling, and Equipment at your site to
   prevent any delays on restoring your service
   
   
   Power, Cabling, and Equipment for Non-Managed WAN Services
   How to verify the status of Power, Cabling, and Equipment at your site to
   prevent any delays on restoring your service
   
   Vulnerability Management
   Overview of Vulnerability Management and how to detect, notify, and remediate
   vulnerabilities
   
   Viewing Technical Logs
   Where to find technical troubleshooting logs
   
   Incident Management Workflow Proactive
   Detailed description of the Proactive Ticket workflow
   
   Incident Management Workflow Reactive
   Detailed description of the Reactive Ticket workflow
   
   Incident Escalations
   How to request a ticket escalation when the progress is not satisfactory.


 * CHANGE MANAGEMENT & PROBLEM MANAGEMENT

 * Submit a change or service request
   Easily submit change or service requests to update your network.
   
   Managed Service Change Management
   How to raise a standard Change Request for your Managed WAN Service
   
   Scheduled Maintenance by Verizon
   Details on the process and how to change notification contacts
   
   Problem Management for Chronic Incident Tickets
   How to raise a Problem ticket
   
   Zscaler IP Range Changes
   Process for customers who make use of Zscaler in combination with Managed WAN
   networks, Internet Dedicated Access or Managed Security Service


 * SELF-SERVICE TOOLS

 * Getting started on Verizon Enterprise Center
   Everything you need to get set up on Verizon Enterprise Center
   
   Register on Verizon Enterprise Center
   Begin managing your Verizon products and services online.
   
   Create an incident ticket
   Submit an incident ticket to resolve network issues and outages.
   
   Verizon Enterprise Center Manage Notifications
   Update how you're notified about events and changes to your services.
   
   DNS Management Self Service Web Portal
   Managed Services overview for Verizon Enterprise Center
   
   Become a Verizon Enterprise Center Primary Contact
   Get set up as a primary contact to update and manage your team's access.
   
   Set Up Your Incident Ticketing System B2B Interface With Verizon
   Verizon empowers customers with the ability to set up a personalized Service
   Management interface.
   
   Incident Ticket Status Definitions
   View detailed descriptions of common ticket statuses.


 * WELCOME KITS

 * Our Welcome Kits help you to prepare for implementation and to understand
   your new products and services. They also provide more details around the
   repair and change management processes.
   
   Managed SD WAN
   Managed SD WAN Services provide network monitoring and management functions
   for wide area and IP networks that include MPLS, Ethernet, Internet and
   wireless services.
   
   
   Virtual Network Services
   Virtual Network Services are part of Software Defined Networking and allow
   customers to replace traditional appliance-based, network equipment with
   virtual network services.
   
   
   Unified Communication and Collaboration as a Service (UCCaaS)
   Unified Communication and Collaboration as a Service is a hosted and managed
   service, delivering business-grade communications and collaboration services
   from the cloud.
   
   
   Private IP
   Private IP is a network-based virtual private network (VPN) service that
   delivers data across a secure, efficient and flexible network infrastructure.
   
   
   Internet Dedicated Services
   Internet Dedicated Services delivers high-bandwidth capabilities, supporting
   high performance for business applications with enterprise-grade, dedicated
   Internet access.
   
   
   All Welcome Kits can be found here
   Learn how to prepare for implementation and set up your new products and
   services.
   


 * NETWORK SUPPORT RESOURCES

 * Find network support resources
   Take a look at our various network support resources.
   


 * MISCELLANEOUS

 * International Data Co-Location Centers
   How to request access and/or support for Verizon Data Co-Location centers
   
   European Charge for Service User Guide
   In which cases does Verizon charge for troubleshoot or technical assistance?
   
   
   Disconnecting Your Verizon Services
   Disconnect active services as your business needs change.
   
   Glossary of incident ticket abbreviations
   View a list of the common abberviations you may see on your incident tickets.
   
   Ethernet Access to Private IP
   Optimize the balance between packet loss and throughput
   
   Incident eBonding
   How to report an incident or How to request a change within the eBonding
   process
   
   Vendor HTML Email eBonding
   Information how Verizon vendors can use the email eBonding feature
   
   Supplier Carrier Vendor eBonding
   How to engage Verizon IT if the eBonding (B2B) connection stopped working
   
   Visual Remote Assistance
   How to use your smartphone for remote troubleshooting at your site.




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