Bandwidth Customer Experience & Operations. Service Levels & Contacts

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Bandwidth

Customer Experience

& Operations

Service Levels & Contacts

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Customer Experience & Operations Team

Bandwidth employs a professional, experienced and dedicated Customer Experience & Operations team who are backed by rock-‐solid processes and an acute focus on operations and the overall customer success. The Customer Experience team is available to assist with the entire Bandwidth product line. They 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. An email to Support will auto-‐generate a trouble ticket for tracking and further communication regarding the trouble.

The Customer Experience team is comprised of the following departments:

• Customer Relationship (CAM – Customer Account Management) • Data Services (LNP, Order Management, etc.)

• Billing & Payments • PSAP Relations • 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 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) TACSupport@bandwidth.comTicketing Portal: http://www.bandwidth.com/support 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) sales@bandwidth.com

LNP & Feature Services (e.g.,

Directory Listing, CNAM, LIDB) 855-‐864-‐7776 (option 5) Ticketing Portal: http://www.bandwidth.com/support Customer Account Management 855-‐864-‐7776 (option 6) Ticketing Portal:

http://www.bandwidth.com/support

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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, 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.

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: TACSupport@bandwidth.com

Origination / Termination Trouble Reporting

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 that the customer is reporting (DTMF not received, dead air, busy tone, congestion, etc.) • Description of any troubleshooting already performed

Address Validation Trouble Reporting

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

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911 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, 911 call not routed, 911 call routed to ECC, Delivered to Incorrect PSAP, etc.)

Portal or API Trouble Reporting

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.

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Service Delivery

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 ordinary 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. Please allow an appropriate amount of time for each contact to respond before escalating further.

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Customer Experience & Operations Team Escalation Contacts

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 jstalter@bandwidth.com

Tony Barela – Team Lead

303.228.8839 -‐ office abarela@bandwidth.com

Erin Mitzen – Team Lead

303.228.8829 -‐ office emitzen@bandwidth.com If escalation assistance has not been received, please escalate to the Manager of the LNP & Feature Services Team via the contact info below.

Lindsey Carr – Manager, LNP & Feature Services Team

303.228.8831 – office 303.476.0900 – cell lcarr@bandwidth.com

If escalation assistance has not been received after attempting both the team lead and the Manager, please proceed to the Senior Level escalation contact #1.

Customer Account Management (CAM) Escalation Path

Account Management, general ticketing, implementation.

First Level Escalation Second Level Escalation Ashley Brodzinksi – CAM Team Lead

919.297.1062 -‐ office

abrodzinski@bandwidth.com

Lynn D’Ercole – CAM Team Lead

919.297.1085 – office ldercole@bandwidth.com

If escalation assistance has not been received, please escalate to the Senior Manager of the CAM team via the contact info below.

Matt Ruehlen – Senior Manager, Customer Accounts Team

919.439.3536 – office 704.305.2985 – cell

mruehlen@bandwidth.com

If escalation assistance has not been received after attempting both the team leads and the Senior Manager, please proceed to the Senior Level escalation contact #1.

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Billing & Customer Payments Escalation Path

Billing/Invoicing, Customer Payments, Collections

Billing Escalation Customer Payments Escalation Diane Alexenberg – Billing Manager

303.228.8809 -‐ office

dalexenberg@bandwidth.com

Emma Bradley – Collections & CABS Manager

303.228.8802 – office ebradley@bandwidth.com

If escalation assistance has not been received after 4 business hours, please escalate to the Director of Billing & Revenue Assurance via the contact info below.

Louis Karahalios – Director, Billing & Revenue Assurance

303.228.8804 – office

lkarahalios@bandwidth.com

If escalation assistance has not been received after attempting the appropriate contacts above, please proceed to the Senior Level escalation contact #1.

Technical Assistance Escalation Path

Technical issues surrounding Tier2 or NOC concerns

1st Level Escalation

Tim Hamill – TAC Team Lead

919.439.2524 -‐ office

thamill@bandwidth.com

If escalation assistance has not been received, please escalate to the Manager of the TAC team via the contact info below.

Casey Dover – Manager, Tier2 (TAC) Team

919.439.2612 – office 919.297.8783 – cell cdover@bandwidth.com

If escalation assistance has not been received within 2-‐business hours, please proceed to the Senior Level escalation contact #1.

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Senior Level Escalation Contacts

Please reach out to the following contacts, in order as shown below, if escalation assistance has not been received from the appropriate team contacts listed above. Please allow an appropriate amount of time for each contact to respond before proceeding to the next contact:

Level 1

Ryan Henley – Vice President, Operations

303.949.5471 – office/cell

rhenley@bandwidth.com

Level 2

Mary Tuten – Senior Vice President, Operations

303.253.9904 – office 303.877.6209 – cell mtuten@bandwidth.com

Level 3

Steve Leonard – Executive Vice President & GM, Bandwidth W&E

919.439.3925 – office 617.460.5208 – cell sleonard@bandwidth.com

Level 4

Chris Chuang – Chief Operating Office, Bandwidth

919.297.1081 – office 919.600.0098 – cell cchuang@bandwidth.com