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Submitted URL: https://enterprise.verizon.com/solutions/public-sector/state-local/contracts/california/ca-wireline-contract/
Effective URL: https://www.verizon.com/business/solutions/public-sector/state-local-government/contracts/california/ca-wireline-contract/
Submission: On February 16 via manual from US — Scanned from DE
Effective URL: https://www.verizon.com/business/solutions/public-sector/state-local-government/contracts/california/ca-wireline-contract/
Submission: On February 16 via manual from US — Scanned from DE
Form analysis 2 forms found in the DOM
/business/solutions/public-sector/forms/contact-thankyou
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<option value="">Select...</option>
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<option value="Greece">Greece</option>
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<option value="United States Minor Outlying Islands">United States Minor Outlying Islands</option>
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<div>
<p><span>The information provided will be used in accordance with our terms set out in our</span> <a href="https://www.verizon.com/about/privacy/privacy-policy-summary">Privacy Policy</a>. </p>
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<p><a href="https://www.verizon.com/about/privacy/full-privacy-policy?scrollto=index-1#acc-item-55" target="_blank">California residents can view our California Privacy Notice.</a></p>
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CALNET NextGen Contracts
* CALNET NextGen Contracts
* CALNET 3 Contracts
* Key Information
CALNET NEXTGEN CONTRACTS
C4-LEG-13-02-TS-08
C4-DNCS-19-001-28
Contract details +
* AGREEMENT C4-LEG-13-02-TS-08
California Department of Technology
Executed Categories 15-17 Agreement C4-LEG-13-02-TS-08
View signed contract
View General Provisions – Telecommunications
Appendix B Special Terms & Conditions
Amendment 1
Amendment 2
Amendment 3
Amendment 4
* AGREEMENT C4-DNCS-19-001-28
California Department of Technology
Executed Categories 20, 21, 23, 24, 25, 27, 28, 29, 30 Agreement
C4-DNCS-19-001-28
View signed contract
View General Provisions - Telecommunications
Amendment 1
Amendment 2
Amendment 3
Amendment 4
Amendment 5
Amendment 6
Amendment 7
Amendment 8
Amendment 9
Amendment 10
Amendment 11
Service Level Agreements +
*
* Category 15 - Dedicated Transport SLAs
Category 16 - Long Distance Calling SLAs
Category 17 - Toll Free Voice Calling SLAs
Category 20 - MPLS Data Network SLAs
Category 21 - Standalone VoIP SLAs
Category 23 - Metropolitan Area Network Ethernet SLAs
Category 24 - Flat Rate Internet Service SLAs
Category 25 - Sustained Bandwidth Internet Service SLAs
Category 27 - Standard Contact Center Services SLAs
Category 29 - Converged VoIP SLAs
Category 30 - Broadband with Internet Service SLAs
Product catalog +
*
* Category 15 - Dedicated Transport
Land based transport services to include one or more of the following: DS1,
DS3, ISDN PRI.
Category 16 - Long Distance Calling
Domestic and international calling with Audio/IP Audio Conferencing services.
Category 17 - Toll Free Voice Calling
Domestic and international Toll Free/IP Toll Free Voice Calling including
enhanced Toll Free/IP Toll Free Routing services.
Category 20 - MPLS Data Network
Verizon Network-based MPLS Data Services.
Category 21 - Standalone VoIP
Verizon is providing a Hosted VoIP solution in Standalone configurations that
include the Local Area Network (LAN) and Private Internet Protocol (IP) Wide
Area Network (WAN). This service includes a full feature set of Unified
Communications experience options for VoIP, for remote users.
Category 23 - Metropolitan Area Network Ethernet
Verizon Network-based Ethernet Service.
Category 24 - Flat Rate Internet Service
Flat Rate Internet is a Dedicated Internet access service that provides
high-speed Internet access through communications facilities managed by
Verizon. This service assembly includes dedicated Internet port, transport
from the customer site to the nearest Verizon Point-of-Presence with the
options to have a Verizon owned/managed router.
Category 25 - Sustained Bandwidth Internet Service
Sustained Bandwidth Internet Service is a Dedicated Internet access service
that provides high-speed Internet access through communications facilities
managed by Verizon. This service assembly includes dedicated Internet port,
transport from the customer site to the nearest Verizon Point-of-Presence
with the options to have a Verizon owned/managed router.
Category 27 - Standard Contact Center Services
Contact Center Services include Verizon Hosted Interactive Voice Response
(IVR) and Automatic Call Distributor (ACD) services. Verizon’s Hosted Contact
Center Solutions portfolio provides the most enhanced comprehensive, managed,
network-routing solution that intelligently routes multimedia transactions
and web push collaboration for contact centers. Hosted Intelligent Contact
Routing gives customers with multiple contact centers the power to operate as
one virtual enterprise or independently to meet business needs.
Category 28 - Custom Contact Center Services
Customized Contact Center Consulting Services provide Verizon consulting
services specific to Contact Center projects. These customized Contact Center
Consulting Services include planning, execution, implementation, specialized
training, and process improvement. These services provide important elements
for customizing the Contact Center solution by tailoring to a client's unique
environment which is critical with any comprehensive Contact Center solution.
Category 29 - Converged VoIP
Verizon provides a Hosted VoIP solution with the same benefits of Category
21, leveraging the converged private MPLS network connection in Category 20.
This service also includes a full feature set of Unified Communications
experience options for VoIP, for remote users. Verizon also offers MS Teams
supported VoIP direct connect service along with other VoIP and Conferencing
solutions.
Category 30 - Broadband with Internet Service
Verizon Network-based Bandwidth Internet Service.
--------------------------------------------------------------------------------
CALNET 3 CONTRACTS
C3-A-13-02-TS-08
C3-B-13-02-TS-08
Contract details +
* EXECUTED CATEGORY 1 AGREEMENT C3-A-13-02-TS-08
View signed contract
View General Provisions – Telecommunications
View SOW - Appendix C Special Terms & Conditions
Category 1 Amendments
Amendment 1
Amendment 2, Subcategories 1.1, 1.2, 1.3, 1.5
Amendment 3, Subcategory 1.2
Amendment 4, Subcategory 1.2
Amendment 5, Subcategory 1.2
Amendment 6
Amendment 7, Subcategories 1.2, 1.3
Amendment 8, Subcategory 1.2
Amendment 9
Amendment 10
Amendment 11
Amendment 12
Amendment 13
* EXECUTED CATEGORY 2-7 AGREEMENT C3-B-13-02-TS-08
View signed contract
View General Provisions – Telecommunications
View SOW - Appendix C Special Terms & Conditions
Category 2-7 Amendments
Amendment 1, Subcategory 6.1
Amendment 2, Subcategories 4.1, 4.2
Amendment 3, Subcategory 6.1
Amendment 4
Amendment 5, Category 5
Amendment 6, Subcategory 6.1, Category 7
Amendment 7
Amendment 8, Category 5
Amendment 9, Category 5
Amendment 10, Category 7
Amendment 11, Subcategory 6.1
Amendment 12
Amendment 13, Subcategory 6.1
Amendment 14, Subcategory 6.1
Amendment 15
Amendment 16
Amendment 17
Amendment 19
Service Level Agreements +
*
* 1.1 Dedicated Transport SLAs
1.2 MPLS, Converged VoIP SLAs
1.3 Standalone VoIP SLAs
1.5 Toll Free SLAs
4.1 SONET Ring Connectivity SLAs
4.2 SONET Point-to-Point Connectivity SLAs
5 Managed Internet Services SLAs
6.1 Hosted IVR/ACD SLAs
7 Network Based Managed Security SLAs
Product catalog +
*
* Subcategory 1.1 - Dedicated Transport
Land based transport services to include one or more of the following: DS0,
DS1, DS3, ISDN PRI.
Subcategory 1.2 - Multiprotocol Label Switching (MPLS) Virtual Private
Networking (VPN), and Converged Voice over Internet Protocol (VoIP) Telephony
Network based MPLS data services where the switching equipment is owned and
maintained by the Contractor; Converged VoIP services where the end user LAN
is utilized and VoIP traffic is converged with data traffic via an MPLS
access circuit.
Subcategory 1.3 - Standalone Voice over Internet Protocol (VoIP) Telephony
Network based IP voice services where the switching equipment is owned and
maintained by the Contractor via a full turnkey end to end solution.
Subcategory 1.5 - Toll Free Voice Calling
Domestic and international toll free voice calling services where the called
party pays for the call.
Subcategory 4.1 - SONET Ring Connectivity
Synchronous Optical Network (SONET) service for high bandwidth communication
paths in a bi-directional and self-healing configuration.
Subcategory 4.2 - SONET Point-to-Point Connectivity
Synchronous Optical Network (SONET) service for high bandwidth communication
paths in a point-to-point configuration.
Category 5 - Managed Internet Services
Managed Internet Service is a dedicated Internet access service that provides
businesses with high-speed Internet access through communications facilities
managed by Verizon. Verizon Managed Internet Service assembly options include
dedicated Internet port, transport from the customer site to the nearest
Verizon Point-of-Presence, and Verizon owned/managed router.
Subcategory 6.1 - Hosted IVR/ACD
Network Based Contact Center (NBCC) services include Verizon Hosted
Interactive Voice Response (IVR) and Automatic Call Distributor (ACD)
services. Verizon’s Hosted Contact Center Solutions portfolio provides a
comprehensive, managed, network-routing solution that intelligently routes
multimedia transactions and web push collaboration for contact centers.
Hosted Intelligent Contact Routing gives customers with multiple contact
centers the power to operate as one virtual enterprise or independently to
meet business needs.
Category 7 - Network Based Managed Security
* DDoS Detection and Mitigation Service: network based Distributed Denial of
Service (DDoS) detection and mitigation service.
* Email Monitoring and Scanning Services: network based email monitoring and
scanning service. The service functions shall consist of anti-virus,
anti-spam protection and content control.
* Web Security and Filtering Service: network based web security and
filtering service.
* Security Information and Event Management (SIEM): this service will
collect, analyze, assess and correlate security events from devices located
on the Customer Premise. Supported devices shall include routers, network
intrusion detection probes, server based firewalls, host intrusion
detection management stations and unified threat management.
--------------------------------------------------------------------------------
KEY INFORMATION
Billing +
For all Verizon CALNET billing questions, please contact our Service Desk at:
1-833-4CALNET (1-833-422-5638) or email us at:
CALNET-Billing@verizon.com
You can also contact the State CALNET Contract Management Organization (CMO) at:
CIOCALNETBILLING@state.ca.gov
Trouble Ticket Reporting Tool +
*
* Create a repair ticket
Customer Escalation Process +
For Verizon CALNET Government Customers ONLY. Support contacts below do not have
access to support information or tools relating to FiOS, Wireless, DSL,
Internet, or any other consumer, residential, or non-government business entity
products and services.
CALNET Government Customers requiring ticket escalation should use the contact
and ticket definition information below. This process is available 24x7x365 for
CALNET customers and services.
GOVERNMENT MANAGED NETWORK SERVICE CENTER ESCALATION CONTACTS
Escalation Level
Contact
Title
1st Level
Shift Leader
800-293-5844, Option 1
Request to speak to 1st
Level Escalation
2nd Level
Supervisor
800-293-5844, Option 1
Request to speak to 2nd Level Escalation
3rd Level
Duty Manager
800-293-5844, Option 1
Request to speak to 3rd Level Escalation
The escalation path above should be used for the following services:
CALNET 3
* 1.2 MPLS Port, Access and Router
* 4.1 SONET Ring Connectivity
* 4.2 SONET P-TO-P Connectivity
CALNET NextGen
* Service Category 20 - MPLS Data Network
* Service Category 23 - MAN Ethernet
GOVERNMENT UN-MANAGED & OTHER NETWORK REPAIR ESCALATION CONTACTS
Escalation Level
Contact
Title
1st Level
Shift Leader
877-331-4276
Lead Specialist Engineer
2nd Level
Incident Mgmt Service Desk
888-212-0139
Supervisor
3rd Level
Incident Mgmt Service Desk
888-212-0139
Duty Manager
The escalation path above should be used for the following services:
CALNET 3
* 1.2 MPLS Port
* 1.2 MPLS Port and Access
* 1.1 ISDN PRI
* 1.2 VPLS
* 1.2 DSL Internet
* 1.1 InterLATA/Interstate: Carrier DS0, DS1, DS3
CALNET NextGen
* 15.2.5.3 ISDN PRI
* 15.2.3.3, 15.2.4.3 InterLATA/Interstate: Carrier DS1, DS3
* Service Category 24 - Flat Rate Internet
* Service Category 25 -Sustained Bandwidth Internet
VOICE OVER IP (VOIP) REPAIR CENTER ESCALATION CONTACTS
Escalation Level
Contact
Title
1st Level
Shift Leader
800-287-6235, Option 3
Specialist Engineer
2nd Level
Supervisor
877-331-4276
Request to speak to 2nd Level Escalation
3rd Level
Duty Manager
877-331-4276
Request to speak to 3rd Level Escalation
The escalation path above should be used for the following services:
CALNET 3
* 1.2 Converged VoIP
* 1.3 Standalone VoIP
* 1.2 SIP Calling/Trunking
CALNET NextGen
* Service Category 20 - Standalone VoIP
* Service Category 29 - Converged VoIP
AUDIO/VIDEO CONFERENCING
Escalation Level
Contact
Title
1st Level
Escalate Open Ticket
888-212-0139
Specialist Engineer
2nd Level
Request 2nd Level Escalation
800-475-5000
Supervisor
3rd Level
Customer Relations
800-475-0600
Manager
The escalation path above should be used for the following services:
CALNET 3
* 1.2 & 1.3 Audio/Video Conferencing
* 1.3 Audio Conferencing
CALNET NextGen
* 16.2.5 Audio Conferencing services
LONG DISTANCE CALLING
Escalation Level
Contact
Title
1st Level
Escalate Open Ticket
888-212-0139
Shift Lead
2nd Level
Request Manager Escalation
800-444-1111
Supervisor
3rd Level
Incident Mgmt. Service Desk
888-212-0139
Duty Manager
The escalation path above should be used for the following services:
CALNET NextGen
* 16.2 Long distance calling, Operator services
TOLL-FREE SERVICES
Escalation Level
Contact
Title
1st Level
Escalate Open Ticket
888-212-0139
Shift Lead
2nd Level
Request Manager Escalation
800-444-1111
Supervisor
3rd Level
Incident Mgmt. Service Desk
888-212-0139
Duty Manager
The escalation path above should be used for the following services:
CALNET NextGen
* 17.2.3.4 Toll-free network access transport
* 17.2.4 Toll-free domestic
* 17.2.5.1 International toll-free
VIRTUAL CONTACT CENTER (VCC)
Escalation Level
Contact
Title
1st Level
Technical Support
855-450-9898, Option 1
Lead
2nd Level
Customer Service
855-450-9898, Option 2
Supervisor
3rd Level
Technical Success Team
855-450-9898, Option 2
Technical Success Mgr.
(CALNET/"CAL3")
4th Level
JJ Bolton, 703-694-7813
jj.bolton@verizon.com
Verizon Product Marketing
First and Second level of escalation will use the Toll Free number listed above
and ask for the Technical Support Manager or Director, if appropriate.
This escalation path should be used for the following services:
CALNET 3
* 6.1.2 Network Based Contact Center (NBCC) Services
ADVANCED ROUTING SUPPORT (ARS) ESCALATION CONTACTS
Escalation Level
Contact
Title
1st Level
Tech assigned to the ticket
800-319-9928
Lead Engineer
2nd Level
Supervisor
800-319-9928
Request to speak to 2nd level escalation
3rd Level
Duty Manager
800-319-9928
Request to speak to 3rd level escalation
This escalation path should be used for the following services:
CALNET 3
* 6.1.2.4 Network Based Inter Active Voice Response (NBIVR) System
MANAGED SECURITY SERVICES
Escalation Level
Contact
Title
1st Level
Tech assigned to the ticket
866-444-6762, Option 2
Lead Engineer
2nd Level
Supervisor
866-444-6762, Option 2
Request to speak to 2nd level escalation
3rd Level
Duty Manager
866-444-6762, Option 2
Request to speak to 3rd level escalation
This escalation path should be used for the following services:
CALNET 3
* Category 7: Network Based Managed Security
STATE AGENCY SERVICE MANAGEMENT ESCALATION CONTACTS
Escalation Level
Contact
Title
1st Level
Tech Program Mgmt.
855-CALNET3, ext. 5
Tech Program Manager
2nd Level
Ronald Hart 650-206-4518
ronald.r.hart@verizon.com
Service Ops Manager
3rd Level
Shon Day 916-365-6588
shon.day@verizon.com
Sr. Manager
4th Level
Devin Bautista 916-779-5686
devin.bautista@verizon.com
Contract Program Manager
Any escalation requiring account team level assistance should use the escalation
levels mentioned above.
NON-STATE AGENCY SERVICE MANAGEMENT ESCALATION CONTACTS
Escalation Level
Contact
Title
1st Level
Incident Mgmt. Service Desk
888-212-0139
Duty Manager
2nd Level
Assigned Account Manager
Sr. Client Executive
3rd Level
Reid Allen 916-508-8075
reid.allen@verizon.com
Managing Partner
4th Level
Jay Lavalley
971-678-7340
jay.lavalley@verizonwireless.com
Director
Any escalation requiring account team level assistance should use the escalation
levels mentioned above.
Taxes and Fees +
*
SERVICE TAXES, FEES, SURCHARGES AND SURCREDITS REPORTS
*
YEAR/QUARTER
--------------------------------------------------------------------------------
2024
* January 1
2023
* January 1
* April 1
* July 1
* October 1
2022
* January 1
* April 1
* July 1
* October 1
Customer/End-User Training +
*
* Go to the Training site.
Frequently Asked Questions +
Please check the FAQs on the CDT web
site: https://cdt.ca.gov/services/calnet-faq/
Announcements +
Stay up-to-date with all the latest CALNET news
User Instructions +
Go to California Department of Technology website
Contact Us +
*
* SUPPORT
Connect with a Verizon support representative for Repair Tickets, Billing
Inquiries, and Online Account Access:
1-833-4CALNET 833.422.5638
REQUEST CONSULTATION
Connect with a sales representative about our CALNET products:
Contact us
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Now the latest CALNET NextGen contracts offer a full array of innovative Verizon
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constituents better.
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