verizon Global Incident Escalations User Guide

GLOBAL INCIDENT ESCALATIONS

Purpose
This guide explains how to obtain the most recent incident ticket status and how to request an incident ticket escalation. If applicable, please refer to your specific escalation process as provided by your service manager.

Obtaining most recent incident ticket status – Online
Please note that the Verizon Enterprise Center (VEC) Repairs portal contains much more
(technical) ticket status information than the Quick Status portal.

Online options to check status

• Login to VEC at https://enterprisecenter.verizon.com to view your ticket or ask a question.
• Via the status notification emails. These emails contain a link to the Quick Status portal from which you can obtain the most recent status or ask a question.
• The Quick Status portal can also be accessed via Quick Tasks (select ‘Check repair ticket status’) through https://enterprisecenter.verizon.com Enter the 13 digit Verizon ticket number and the first 3 characters of the customer contact name on the ticket as the PIN code.
• Use the Live Chat icon displayed within the ticket in VEC or Quick Status.

Obtaining most recent incident ticket status – by phone

• Customers supported by the US Service Desk can call 800-444-1111 to obtain the ticket status by entering or speaking the 13 digit Verizon ticket number via the Voice portal. You may also request to speak to a Service Desk Incident Manager at any time.
• Customers supported by the INTL Service Desk can call +44 118 905 4017 to speak to a Service Desk Incident Manager. An overview of Freephone numbers is available from this link.

How to request an escalation
You can escalate a ticket Online or by phone 24/7, as detailed further below. Please note that the Service Desk Incident Manager may also proactively initiate escalations and raise the ticket

escalation level on your behalf. Escalation requests for an incident related to a network infrastructure outage impacting multiple customers are not needed as an Incident Manager and Verizon management are always actively engaged.

I have escalated my ticket. What will happen next?
Your escalation request will be assigned to an Incident Escalation owner who will review the ticket status, impact and progress. After the escalation request has been validated, the escalation level on the ticket will also be incremented by 1 level. The necessary follow-up actions will be taken and published on the online portal.

Escalate Online
You can access your ticket by logging into the VEC or via the Quick Status portal by clicking the
“View & Update Ticket >” button provided in the Status Notification emails:

An escalation can be requested via the Update menu as shown:

The ticket Escalation Level (5 being the highest) is only displayed if the ticket has been escalated.

Escalate by phone
Our Incident Escalation Managers can be contacted 24/7 for escalation requests as follows:

Service Assurance User Guides Library

• Documents can be found on the Service Assurance User Guides page.
• The latest version of this document can be always found here.

Registration is required

Verizon Enterprise Center
The Verizon Enterprise Center portal is an easily accessible tool that offers customers the possibility of raising inquiries and managing different requests online.

What is it for?
The Verizon Enterprise Center portal supports customers with Repair related technical issues via repair tickets as well as customers with Invoice inquiries and Account Management requests, offering an alternative to emails and phone calls.

Getting started on Verizon Enterprise Center
Introduction to Verizon Enterprise Center and information on how to register can be found on the Guides & Tutorials page here. General Customer Training Information

Go to our Customer Training Portal* to enroll in training or to download other user and reference guides.

© 2022 Verizon. All rights reserved. The Verizon name and logo and all other names, logos and slogans identifying Verizon’s products and services are trademarks and service marks or registered trademarks and service marks of Verizon Trademark Services LLC or its affiliates in the United States and/or other countries. All other trademarks and service marks are the property of their respective owners.

References

• AutoSubmit Form
• AutoSubmit Form
• Service Assurance User-Guides | Verizon
• VEC Support - Getting started on Verizon Enterprise Center

Read User Manual Online (PDF format)

Read User Manual Online (PDF format)  >>

Download This Manual (PDF format)

Download this manual  >>