Internet Dedicated Services Welcome Kit

This important call with your Order Manager confirms the configuration and technical details you need for your service to work for you. While you may have discussed some configuration details with your sales person, it’s important to review with your Order Manager the entire configuration, discuss dependencies, and confirm you and your site are ready for activation.

The timing of service activation is related to several onsite customer activities (construction, Local Exchange Carrier (LEC)  coordination, DMARC extension, permits/approvals, etc.).

Your Order Manager will work with you to find the best time to set up your activation timing and to answer any questions that may arise.

Note: Activation notification may be sent via e-mail for select service types.

Yes, it is not only permissible but also encouraged. The Activation Team can provide this when the activation call is scheduled or the Order Manager can obtain beforehand if necessary as is the case when the customer is providing their own Customer Premise Equipment (CPE).

Yes. We recommend you compete the below troubleshooting steps as there are many cases where these steps may resolve your issues without needing to open a trouble ticket.

• Check your equipment and the cabling between the back of the smart jack leading to your equipment.
• Re-seat (unplug/plug-in) the cable that connects your equipment and smart jack
• Reload/reset/power cycle your equipment leading to the smart jack
• If your facility uses Wi-Fi, your Internet connection may be fine but your Wi-Fi may have issues. Be sure to check your Wi-Fi network is working properly.

You may quickly open a trouble ticket online via Verizon Enterprise Center (http://www.verizonenterprise.com/) or by calling Verizon Service Assurance – Repair and Maintenance.

For all issues with your Internet Dedicated Services, please open a trouble ticket. If we determine the issue is with your equipment and not the circuit, you should contact your equipment provider.

Note: If a Verizon equipment maintenance package was purchased.

Verizon can provide coverage information based on zip codes and can provide more detailed analysis based on street address as required. You can quickly check coverage in the area using Verizon’s 4G coverage locator.

With Verizon Enterprise Center Mobile, you can ensure you stay connected by giving you access to information you need to manage your critical business functions on-the-go. You can manage your Verizon account from a smartphone or a tablet using the mobile application for single sign-on access to Verizon Enterprise Center, My Business Account, and Verizon portals for a unified mobile experience.

Smartphone users can download an app from Google Play or the App Store that supports access to Verizon Enterprise Center, My Business, and Verizon portals. Simply search for “My Verizon Enterprise;” download the app; and conveniently launch right into Quick Tasks or sign in to your business portal for more management options. An icon is added to your phone’s homescreen for easy access the next time you log in. Requirements are as follows:

• App Store: iPhone models 4 or higher that have a 7.x iOS version in the U.S. on any carrier or Wi-Fi network
• Google Play: Selected devices using an operating system of Android 4.1 or higher in the U.S. and using the Verizon or Wi-Fi network

You can also access Verizon Enterprise Center Mobile with a tablet by signing into a browser-based application at http://verizonenterprise.com. The functionality will be the same as the smartphone app, supporting key business functions that vary by the users’ portal and permissions.

Verizon Enterprise Center portal users can use quick tasks for repairs, billing, and some wireless functions or sign-in to get access to key business functions delivering near real-time information to you. Verizon portal users can access key business functions from the smartphone app or tablet browser-based app.

Your Order Manager will inform you of the anticipated arrival date of the router during the implementation process if the router was ordered through Verizon. The router is pre-configured based on the specifications provided during the sales process. Once the router arrives, it is your responsibility to manage ongoing changes for your facility’s Internet connection and security policies (i.e. password changes).

Note: Please do not make any configuration changes to your Internet Dedicated Services until after you receive your Verizon router and your activation is complete as this may cause provisioning issues. It is also highly suggested you make no configuration changes to any other 3rd party routers as that may affect activation as well.

Routers purchased for Verizon-designated Internet Dedicated Services are pre-configured.

Upon a successful installation/activation of your circuit, Verizon would continue to own your circuit for 48 hours after install. After 48 hours you may reference trouble reporting guide and call Verizon Customer Support for assistance when needed.

There may be a time in which you need to make a change to your service. You can submit a ticket through Verizon Enterprise Center portal or contact your Verizon Account Team for assistance.

If you have a need to place an additional Internet Dedicated Services order, you may submit a change order with your Verizon Account Team or directly in the eCommerce platform within Verizon Enterprise Center.

IP addresses will be provided by either the Order Manager or the Activation Engineer.

When an IP address is assigned by Verizon, it can only be changed by reaching out directly to your Order Manager. They will provide you with the IP Justification form to fill out.

There is not a fee for IP addresses, however please confirm you are aware of the terms and conditions for IP addressing located here.

During your network implementation, you will identify contacts within your organization to be notified in the event of outages. Notifications are e-mailed to these contacts after a trouble ticket has been opened. These e-mails include a ticket number (e.g., 2013103101249 in a year/month/day/ticket number format) that may be entered into Verizon Enterprise Center to review.

If notification is not received from Verizon, you may contact Verizon to open a ticket through the Verizon Enterprise Center portal or through Verizon Customer Service.

If you want to provide redundancy for DR, then an additional circuit(s) may be required. Contact your Verizon Account Team to discuss options.

Verizon does provide a range of security solutions that can be added with your IDS. Contact your Verizon Account Team for more information.

Verizon does provide a range of Managed Services that can be added with your IDS. Contact your Verizon Account Team or Sales for more information.

You can also see our Managed Services here.

Sales Engineers and Account Teams periodically review reports to determine if customers are in need of bandwidth upgrades and may contact you proactively. If you feel you need to increase your bandwidth, please contact your Verizon Account Team or Sales for verification and further assistance.

Yes. Please contact your Verizon Account Team to learn more about Voice over IP (VoIP) services available from Verizon. VoIP product details can be found at this link.

Your billing terms are outlined in your contract terms and the Verizon Services Agreement.

Your Order Manager will inform you of when your services will begin billing via e-mail. You can also check your bill 24/7 via Verizon Enterprise Center.

A billing tutorial can be found via this link (log-in required).

User Guides for billing and invoices are available on the Customer Training and Documentation website via the following link (log-in required).

You and/or owner of the domain name are responsible for transferring the domain to Verizon for hosting purposes only. Your Order Manager can help provide Verizon Name Server details but the customer’s Domain Name Registrar must make the transfer.

Changes can be made by opening a trouble ticket through your Verizon Enterprise Center portal or the Help Desk.

• North America (US, Mexico, Canada) ‒ 701
• Europe – 702
• Asia & Australia – 703
• South America ‒ 14551

You cannot use Private ASNs (Autonomous System Number) on Verizon’s network. In some special circumstances, if you are intending to have only a Border Gateway Protocol (BGP) connected to Verizon; there is a shared ASN we can assign to you. If you intend to have any other BGP relationships (upstream or downstream), then you cannot use this special shared ASN.

For Internet Dedicated Services (non-managed), the customer is responsible for the management of the CPE.

Note: For non-managed and non-maintained devices, you (not Verizon) are responsible for all upgrades, s/w patches, configurations, security, and hardware replacement.

If you are interested in having Verizon managing your Internet Dedicated Services, please contact your Verizon Account Team for more information on our managed services.

Internet Dedicated non-managed circuits and customer premise equipment (CPE) do not require a modem. There is no requirement for out of band management.

Yes, all Internet connections require a router. You will have access to the on-premise router, unless you have selected Verizon Managed Services for your Internet Dedicated Services.

Note: For non-managed and non-maintained devices, you (not Verizon) are responsible for all upgrades, s/w patches, configurations, security, and hardware replacement.

If during implementation, please make the request to your Order Manager. If after turn-up of your service, please contact Customer Support via one of the methods described above to make the request. There is not a fee for IP addresses, however please confirm you are aware of the terms and conditions for IP addressing located here.

Note: The IP Justification form can be obtained from the Order Manager or sales person. The form should be provided back to your Order Manager at least one week prior to service activation to avoid any activation delays.

IPv6 requirements should be communicated to the Order Manager so they in turn can provide the necessary information to Activation Team for proper Gateway configuration and CPE configuration if the CPE is provided by Verizon.

Customer owned IP’s can be provided to the Order Manager who will in turn provide the necessary information to Activation Team for proper Gateway configuration and CPE configuration if the CPE is provided by Verizon.

Verizon will assign registered IP public addresses for use with your service. The default configuration includes no more than 2 Public IP addresses. All IP address assignments are made as part of the activation process. More IP addresses can be requested via the Order Manager with proper justification.

Note: The IP Justification form can be obtained from the Order Manager or sales person.

You can also register ARIN blocks for your organization by contacting ARIN directly.

Yes. As part of the normal activation process, Verizon tests the circuit end-to-end prior to activation to confirm it is working properly. Verizon is not responsible for testing customer provided CPE.

Your Internet Dedicated Services will be billed one of two ways, depending on the option you selected on your contract.

Tiered:

Flat monthly pricing is based on bandwidth tier.

Full circuit is provisioned at time of install.

Bandwidth is capped at desired level with easy upgrade to next tier.

Burstable Select:

Burstable Select provides maximum billing flexibility for Internet Dedicated Services customers whose bandwidth needs vary from day-to-day or month-to-month. The customer has the ability to burst to the full line speed of the provisioned service at all times but their monthly invoice will be based on their monthly commitment.

95th Percentile Methodology for Determining Sustained Utilization:

Verizon determines the customer's sustained monthly usage by collecting samples every five minutes from the Verizon IP router that terminates the customer's connection. Both the inbound and outbound traffic are sampled every five minutes and stored in a database in separate arrays.

At the end of the month the inbound and outbound samples are each sorted from lowest to highest and the 95th Percentile is calculated by eliminating the top five percent of the samples (432 samples or 1.5 days of data). The next highest sample (433rd) represents the 95th Percentile utilization. Once this is determined for both the inbound and outbound traffic, the higher of the two is chosen and used to determine the customer's billing tier.

Note: After your 95 percentile utilization is calculated, you will be billed for the usage above your monthly commitment.

Billing for your Internet Dedicated Services will commence when your port has been activated and available for use. Delivery of your first invoice will be within 30 days of service availability Your Order Manager will inform you of when your services will begin billing. You can also check your bill 24/7 via the Verizon Enterprise Center portal.

Your billing terms are outlined in your contract terms and the Verizon Services Agreement.

A billing tutorial can be found via this link (log-in required).

User Guides for billing and invoices are available on the Customer Training and Documentation website via the following link (log-in required).

Internet Dedicated uses Access Services to connect the Customer Site to the Verizon Network. Verizon uses standard test procedures to test the quality of the Access and the availability of the Access speed. Network latencies to destinations on the Internet may vary e.g. by distance, routing, 3rd party IP networks and situations or events beyond Verizon's control.

During the activation with the customer, if the speed tests are not what the customer was expecting - ‘SnakeTesting’ is available upon request. This is intrusive testing and the service will be unusable during the test. The test is designed to confirm the provisioning and configuration settings on the internet connection from the customer equipment to the Verizon Gateway (GW) router termination port only. The testing is not designed to test throughput to a point on the public internet beyond the Verizon internal network. Verizon can only guarantee the bandwidth within the internal Verizon network.

‘SnakeTesting’ must be requested and approved in order to proceed.  If you feel that this is a necessary step for your testing, please work with your Implementation Manager to see if this is a viable option.

At this time, Verizon does not support or recognize Third Party speed tests.

Current direct testing to fios and VzW test sites are not directly connected to our Internet and cause invalid test results.  There is active work in progress to establish testing that will provide valid results.  

You will be able to change your port speeds in the Verizon Enterprise Center, using the Dynamic Network Manager tool. Dynamic Port functionality is available for new Internet Dedicated services with Ethernet access and fixed monthly recurring charges (Pricing Plan = Tiered).

Note: Feature is not available on legacy contracts. Please contact your sales representative for availability.