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CALNET
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Welcome to the CALNET Web Portal, your resource to all information related to Verizon’s products and services offered through the CALNET contracts.
From this site you can view our Product Catalog of Services and Pricing, access your Verizon CALNET Services to view invoices, open trouble tickets, review your inventory and much more 24 hours a day, seven days a week.
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View details about Verizon's CALNET contract below:
Quick Tasks
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Repair
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Billing and Invoicing Application
Non-U.S. and Wireless invoice inquiry statuses are not currently supported.
CALNET NextGen Contracts
C4-LEG-13-02-TS-08
C4-DNCS-19-001-28
Contract details
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Agreement C4-LEG-13-02-TS-08
California Department of Technology
Executed Categories 15-17 Agreement C4-LEG-13-02-TS-08
View General Provisions – Telecommunications
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
Service Level Agreements
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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
Product catalog
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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.
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.
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
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Executed Category 1 Agreement C3-A-13-02-TS-08
View General Provisions – Telecommunications
View SOW - Appendix C Special Terms & Conditions
Category 1 Amendments
Amendment 2, Subcategories 1.1, 1.2, 1.3, 1.5
Executed Category 2-7 Agreement C3-B-13-02-TS-08
View General Provisions – Telecommunications
View SOW - Appendix C Special Terms & Conditions
Category 2-7 Amendments
Amendment 2, Subcategories 4.1, 4.2
Service Level Agreements
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Product catalog
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Subcategory 1.1 - Dedicated Transport
Land based transport services to include one or more of the following: DS0, DS1, DS3, ISDN PRI.
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
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For all Verizon CALNET billing questions, please contact our Service Desk at: 1-833-4CALNET (1-833-422-5638) or email us at:
You can also contact the State CALNET Contract Management Organization (CMO) at:
Trouble Ticket Reporting Tool
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Customer Escalation Process
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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
- 20.2.9.3.a MPLS Port, Access and Layer 3 Routing Device Bundled Services
- 23.2.1.6.a MAE Services and Features
- 24.2.5.2.a Internet Flat Rate with Managed Router
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
- 20.2.9.1.a MPLS Port
- 20.2.9.2.a MPLS Port and Access
- 24.2.5.1.b Internet Flat Rate Service
- 25.2.5.1.b Internet Sustained Bandwidth
- 30.2 Broadband with 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")
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
CALNET NextGen
- 27.2.2.a Contact Center General Features
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
CALNET NextGen
- 27.2.4.5.a IVR Services and Features
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
CALNET NextGen
- 24.2.7 Internet Services
- 24.4.4 DDoS Detection and Mitigation
- 25.4.3.2 DDoS Detection and Mitigation
State Agency Service Management Escalation Contacts
Escalation Level
Contact
Title
1st Level
Tech Program Mgmt.
833-4CALNET, ext. 5
Tech 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
Any escalation requiring account team level assistance should use the escalation levels mentioned above.
Taxes and Fees
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Service Taxes, Fees, Surcharges and Surcredits Reports
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Year/Quarter
Customer/End-User Training
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Go to the Training site.
Frequently Asked Questions
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Please check the FAQs on the CDT web site: https://cdt.ca.gov/services/calnet-faq/
Announcements
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User Instructions
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Contact Us
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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:
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