Bandwidth
Customer Experience & Operations
Trouble Reporting, Services Levels & Contacts
Table of Contents
Customer Experience & Operations Team ... 3
Hours of Operation ... 3
Key Contacts ... 3
Trouble Reporting Procedures ... 4
Service Outage Emergencies... 4
Origination / Termination Trouble Reporting ... 4
Address Validation Trouble Reporting ... 4
911 PSAP/Call Issues ... 5
Portal or API Trouble Reporting ... 5
Incident Severity Classifications & Service Levels... 6
Customer Experience & Operations Team
Bandwidth employs a professional, experienced and dedicated Customer Experience & Operations team who are acutely focused on operations and overall customer success. The Customer Experience team is available to assist with the entire Bandwidth product line. We can assist with all questions related to products and their functions, including the items listed below, and will be the main contact for any service impacting report.
The Customer Experience team is comprised of the following departments:
• Customer Relationship (CAM – Customer Account Management)
• Local Number Portability & Feature Services (LNP, Order Management, Directory Listing, CNAM/LIDB)
• Billing & Customer Payments • PSAP Relations
• Incident Management (Tier2/NOC)
Hours of Operation
Bandwidth’s standard hours of operation are 8:00am-‐8:00pm, ET. Emergency support is provided after standard hours of operation.
Key Contacts
Bandwidth W&E Ticketing Portal:
http://www.bandwidth.com/support
Bandwidth W&E Main Number:
855-‐864-‐7776 (855-‐VoIP-‐Pro)
Team Phone Email or other support
Service Outages or Emergencies
(Tier 2 / TAC / NOC) 855-‐864-‐7776 (option 1) [email protected] Emailing here is preferred and will auto-‐generate a
ticket to our TAC/NOC Team.
PSAP Relations 855-‐864-‐7776 (option 2) Ticketing Portal:
http://www.bandwidth.com/support
Billing & Customer Payments 855-‐864-‐7776 (option 3) Ticketing Portal:
http://www.bandwidth.com/support
Sales 855-‐864-‐7776 (option 4) [email protected]
LNP & Feature Services (e.g.,
Service Outage Emergencies
Please use the Bandwidth phone number as the first step in reporting a service outage emergency. Please also email the NOC/outage team with specific details of the issue (service or number(s) down, call logs or attachments, etc.).
Phone: 855-‐VoIP-‐Pro
Email: [email protected]
Trouble Reporting Procedures
When it is necessary to report an issue or request general assistance, please open a ticket with the Customer Experience and Operations teams using the ticketing portal URL shown above. The issue will be immediately recorded in the Bandwidth ticket system. A return email will be sent to the requestor confirming a ticket has been opened and referencing a case number. Each case shall be manually assigned a priority level according to the severity level of the issue. Status updates and notification of completed work will be sent to the requestor via the ticketing system, which will flow through to the email address of the requestor.
Origination / Termination Trouble
When opening an origination or termination related ticket, the following information is required:
• Phone number called from (ANI) and phone number called to (DNIS) • The time that the call was placed
• Trouble being reported (e.g., DTMF not received, dead air, busy tone, congestion, etc.) • Description of any troubleshooting already performed
Address Validation Trouble
When reporting a 9-‐1-‐1 address validation issue, please provide the following information:
• Phone number(s) to register • Customer/Business name
• Customer address, to include: House number, Street name, Location (suite, apt, etc), City, State, Zip
reporting multiple errors please separate each on the email by a clearly defined space or record the addresses on an attached document.
9-‐1-‐1 PSAP/Call Issues
When reporting issues related to a 9-‐1-‐1 call, 9-‐1-‐1 call routing, or call handling by a PSAP please provide the following information:
• Number from which the call was received • Time of the call in question
• Issue being reported (Address not displayed properly, 9-‐1-‐1 call not routed, 9-‐1-‐1 call routed to ECC, Delivered to Incorrect PSAP, etc.)
Portal or API Trouble
When reporting issues with a Bandwidth Portal (dashboard, My.Bandwidth, etc.) or API please provide the following information:
• Application that was being accessed
• The time that the error was received from the application • The error code returned
• Connection details
• User that was accessing the dashboard, My.Bandwidth or API at the time of the trouble • URL that was generated (Branded Site only)
• Method of connecting (API specific – User/Pass or Cert) • Any troubleshooting already performed
If the required information is missing, Bandwidth representatives will respond to the case by requesting the missing details prior to beginning work to research and resolve the trouble.
Incident Severity Classifications & Service Levels
Severity & Class Detail & Common Examples Response & Repair Interval 1
Complete Outage or Major Business
Impact
A complete outage on a product or service. Examples: No calls being delivered across Bandwidth, API or portal functionality hard down.
Bandwidth will respond within 15 minutes and shall provide hourly updates until the issue is resolved.
2
Serious Business Impact
Serious impairment of a product or service. Examples: ALI information not displaying at PSAP, 9-‐1-‐1 call misroute, number hard down.
Bandwidth will respond within 2 business hours and shall provide daily updates until the issue is resolved.
3
Minor Business Impact
Minor business impairment on a product or service. Examples: 9-‐1-‐1 deletion request, record unlock or manual registration, one-‐ way/no way audio, call quality/DTMF or call routing concerns on a number, branded site trouble.
Bandwidth shall respond within 4 business hours and shall provide daily updates until the issue is resolved.
4
Low/No Business Impact
Low/No business impairment on a product or service. Examples: Number returns, general order status inquiry, Alt SPID updates, LIDB/CNAM updates or errors, DA/DL updates or errors or any other general concern or question.
Bandwidth will respond and complete the request within one business week.
Escalation Paths
Bandwidth is committed to providing the best service and support to our customers. Each and every customer case is reviewed and managed to the appropriate service level. In the event a ticket requires escalation, our senior staff is available to help quickly bring the issue to closure. An escalation should be initiated when, after working through Bandwidth’s standard resolution process, you are not satisfied with the level of timeliness or service that has been provided. Please use the escalation path of the appropriate team as your initial point of contact. If the issue has not been resolved using this escalation path, please proceed to the senior staff contacts below.
These escalation contacts are all provided for business hours support. After-‐hours escalation (for service impacting emergencies only) are provided via the Technical Escalation path.
LNP & Feature Services Escalation Paths
Inadvertent Porting (Slams)& Toll Free Porting Port-‐in concerns & Features (DL, LIDB, Alt SPID) LNP Projects Joel Stalter – Team Lead
303.228.8828 -‐ office [email protected]
Tony Barela – Team Lead 303.228.8839 -‐ office [email protected]
Erin Mitzen – Team Lead 303.228.8829 -‐ office [email protected] If escalation assistance has not been received after 4 business hours, please escalate to the
Manager of the LNP & Feature Services Team via the contact information below. Lindsey Carr – Manager, LNP & Feature Services Team
303.228.8831 – office 303.476.0900 – cell [email protected]
If escalation assistance has not been received after attempting both the team lead and the Manager, and after 2 business hours have passed after reaching out to the Manager, please proceed to the Level 1 contact on the Senior Leadership Team.
Customer Account Management (CAM) Escalation Path
Account management, general ticketing, implementation. Matt Ruehlen -‐ Senior Manager, Customer Accounts Team919.439.3536 – office 704.305.2985 – cell
If escalation assistance has not been received after 4-‐business hours, please proceed to the Level 1 contact on the Senior Leadership Team.
Billing & Customer Payments Escalation Path
Billing Customer Payments
Diane Alexenberg – Billing Manager 303.228.8809 – office
Emma Bradley – Collections & CABS Manager 303.228.8802 – office
If escalation assistance has not been received after 4 business hours, please escalate to the Director of the Billing & Revenue Assurance via the contact info below.
Louis Karahalios – Director, Billing & Revenue Assurance 303.228.8804 – office
If escalation assistance has not been received after attempting the appropriate contacts above, and after 2 business hours have passed after reaching out to the Director, please proceed to Level 1 contact on the Senior Leadership Team.
Technical Assistance Center (TAC) Escalation Path
Technical Issues, Service Outages, etc.Casey Dover – Manager, TAC Team 919.439.2612 – office
919.297.8783 – cell [email protected]
If escalation assistance has not been received after 1 business hour, please proceed to Level 1 contact on the Senior Leadership Team.
Please reach out to the Senior Leadership Team if assistance has not been received from the contacts listed above. Please allow a minimum of 15-‐minutes for the contact to respond before moving to the next level of escalation in this list.
Level 1
Ryan Henley – Vice President, Operations
303.949.5471 – office/cellLevel 2
Mary Tuten – Senior Vice President, Operations
303.253.9904 – office303.877.6209 – cell [email protected]
Level 3
Steve Leonard – Executive Vice President & GM, Bandwidth W&E
919.439.3925 – office617.460.5208 – cell [email protected]
Level 4
Chris Chuang – Chief Operating Office, Bandwidth
919.297.1081 – office919.600.0098 – cell [email protected]
