PID#

Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.

Verizon Enterprise Solutions Incident Management

2015

PID#

Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.

PROPRIETARY STATEMENT

This document and any attached materials are the sole property of Verizon and are not to be used by you other than to evaluate Verizon’s service.

This document and any attached materials are not to be disseminated, distributed, or otherwise conveyed throughout your organization to employees without a need for this information or to any third parties without the express written permission of Verizon.

The Verizon and Verizon Business names and logos 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.

Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 3

Service Assurance & Network Management Centers

Manila, PHL

Ashburn, VA Amsterdam, NE

9001:2000 27001 20000

Many of our management centers have received one or more of the following certifications:

Hong Kong

Reading, UK

Network Operations

PTT Support

TL 9000

Cary, NC

Tulsa, OK

Cebu, PHL Sao Paulo, BR Singapore

Costa Rica

Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 4

Service Assurance Communication

Service Assurance

Phone Toll-Free

Mobile App

Verizon Enterprise Center (Repairs or Quick Functions)

Ticket Notification Preferences

(Email via ticket)

Ebonding

Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 5

Preferred Contact Methods

• Online, secure tool to create, view, and update tickets

• VEC allows customers to be fully entitled with a login ID

• Quick Functions provides ability to report issues online without a login ID, review specific ticket status and escalate

• Access to Quick Functions by entering the ticket number and the first three characters of the contact name as PIN

Verizon Enterprise Center Quick Functions, E-Bonding

• Receive notifications via email, recorded voice messages and SMS pages

• Add email address and/or phone number to the ticket to receive the notifications

• Receive notifications different ticket events (e.g. status updates, testing results, dispatch information. resolution)

Automated & Voice Notifications

• Mobile Access to Trouble Ticket Management

• Available through Smartphones and tablets

• View, Update, Create, Repair tickets • Login to view a ticket summary • Smartphone has option of Simple and Expanded views

• Set preference to save entries for next time

Mobile App

Use the award winning Verizon online portal for Repair, Ordering and/or Billing service requests! https://sso.verizonenterprise.com

Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 6

Verizon Enterprise Center Mobile Application

Customer Training http://customertraining.verizon.com Customer Training Module for Repairs Mobile section added to Repairs User Guide Quick Start Guide for Mobile Access to Repairs and Quick Functions Video Tutorial updated to include mobile information

https://sso.verizonenterprise.com

Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 7

Priority Structure

Prio

rity

Stru

ctur

e Priority 1

Outage or completely down condition Released for immediate & continuous testing regardless of bandwidth or service type

Priority 2 Degraded condition, latency Partial use of service, intermittent problems or slow response times Limited release for testing

Priority 3 Any single number completion or quality issue that cannot be duplicated. A feature issue on a voice circuit

Priority 4 Non-Outage, RFO, Administrative, Request Assistance

Verizon prioritizes workload using ECM considering factors such as: TSP code, critical site, escalation level, priority, outage time, time pending assignment

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Standard Verizon Enterprise Solutions Trouble Flow Ticket generated & referred to auto testing tool

Isolation begins by Verizon repair organization and/or local access provider

Escalations handled by the respective Operations teams and flow through to the local access provider

Majority of tickets resolved by the repair organizations through standard processes

Incident Management

Critical Sites High Outage Time

High bandwidth (DS3, Optical) Major Outage

Allows Incident Management to provide focus on issues significantly impacting customers Ability to leverage our partnerships with local access providers Ability to leverage technical expertise further to assist customers

Incident Management Process

Incident Management Goal Create a sustainable model to focus Incident Management on the most critical and service impacting customer tickets while allowing

Operations to function business as usual to resolve the majority of issues.

Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 9

Elements of a Meaningful & Timely Updates

Meaningful & Timely Updates

Ownership Show and tell the customer that you

have taken full ownership of the issue.

The Five W’s Integrate the 5W’s into updates:

WHO will be doing WHAT? WHEN and WHERE will they be doing it?

WHY will they be doing it?

Status: Online? Email? Phone? 1. Make as much information visible in the portal or online tools. 2. Ensure email addresses are added as appropriate. 3. Make a phone call if necessary.

Survey Worthy If the customer receives a survey after the closure of the ticket, we want them to rate our handling of the

incident as a perfect 10.

Details & Specifics We understand customers require details about what is being done

to restore their service.

Escalations & Next Steps Utilize the value based escalation

process to drive the issue and keep the customer informed and include

next steps.

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Critical Sites Verizon Wireless Resiliency Solutions

Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 11

Critical Site Process

Centralized Inventory

• Verizon Enterprise critical site inventory on internal site, reserved for sites with resiliency

• Hub sites • High bandwidth • Distribution centers • Data centers, Call centers

Automatic Upload

• Submitted to gatekeeper for review / approval • Uploaded to ETMS Center Management (ECM) • Auto assignment to an Incident Manager within 30-45 minutes of outage time

Sense of Urgency

• Alert to the assigned Incident Manager • Incident Manager proactively contacts customer to gather key information:

• Assess impact to the business • Confirm Local Contact, Access Hours, Phone Number • Confirm email to be added to the ticket for status updates

• Initial escalations (1st & 2nd level) to Verizon operations team

** Critical sites should be limited to the above criteria & no more than 3% of the customer’s inventory

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Automation Tools

ITS

Integrated Testing System

Intelligent routing, LEC ebonding Active monitoring, scheduled testing

Outage correlation, auto retesting

ECM

ETMS Center Management

Ticket assignment based on various criteria Skillset ticket routing

Reassignment of ticket to same employee

HANK Humanized Automation of Network Knowledge

Elimination of repetitive actions

More focus on technical resolution

AIMIE Automated Incident Management Interpretation Engine

Active monitoring of activity log for entries

Provides meaningful customer updates

Automation

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Escalations

Online escalations • 1st – 5th level addressed by Verizon repair organization • Allows Verizon to prioritize workload • Online escalations flow through to LECs on e-bonded tickets

Incident Management Focus

• Access to Incident Management and duty manager 24x7 (888-212-0139) • Proactive escalations to Verizon operations and local access providers • Closely aligned with Verizon supplier teams and access to expert resources • Relationships with key escalation contacts at local access providers • Detailed escalation document is available from account team

Verizon Regional (ILEC, VZ Core)

• Respective regional teams handle • See escalation document for contact information

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Quality is Our Driver

Transforming a business impacting situation into a positive customer experience.

Quality

Ownership

Communication

Employee Development

Quality • Quality drives all other metrics in positive direction • Continuous improvement / coaching (ticket reviews, Medallia surveys) • Standardized objectives and scorecards • Recognition via Ovation program, sharing best practices • Verizon Lean Six Sigma initiatives – efficiency and improvements Ownership • Incident manager ownership of service issue based on established criteria • Reduced shift start times + reduced handoffs = increased ownership • Workgroup-based assignments by LEC strengthens relationships and improves efficiency Employee Development • Personalized development plans and technical training • Employee participation in annual development plan, courses, certifications • Technical “brown bag” training to increase the overall technical aptitude Communication • Proactive customer communication until restoration efforts are complete • Automation tools simplifying ticket management, reduce outage time and improve communication