Service Assurance User Guides

This User Guides library is specifically intended for our customers to assist you to successfully complete various incident management, change management and other activities.

Clicking on any category in the navigation bar on the left hand side will display the respective section where you will find a list of available User Guides Including short content descriptions.

Incident & Event Management

Service Desk Phone Numbers for US and International
Overview of Service Desk phone numbers by country

Adding Your Internal Reference To Verizon's Incident Ticket
How you can add your reference to Verizon’s incident ticket and what benefits there are

My Verizon for Enterprise App for VEC - Push Notifications
Access your incident tickets faster, personalize your view and set up Push Notifications.

NOC to NOC Process
How to reach out to a Verizon NOC technician to discuss a technical issue

Incident Management - Automated Diagnostics for Managed MPLS Services
Overview of troubleshooting automation for Managed MPLS Services

Event Management for Managed WAN Services
Overview of Managed WAN Event Management and when this triggers a proactive incident ticket

Site Status Verification for Managed WAN Services
How to verify the status of Power, Cabling, and Equipment at your site to prevent any delays on restoring your service

Power, Cabling, and Equipment for Non-Managed WAN Services
How to verify the status of Power, Cabling, and Equipment at your site to prevent any delays on restoring your service

International Vulnerability Management
Overview of International Vulnerability Management and how to detect, notify, and remediate vulnerabilities

Viewing Technical Updates (SEANR Ticket Log Activity Overview)
Where to find techncial troubleshooting updates from our technicians on the online portal

Incident Management Workflow Proactive
Detailed description of the Proactive Ticket workflow

Incident Management Workflow Reactive
Detailed description of the Reactive Ticket workflow

Incident Escalations
How to request a ticket escalation when the progress is not satisfactory

Change Management & Problem Management

Global Change Management
Change requests for your Managed WAN services in the Verizon Enterprise Center

Managed Service Change Management
How to raise a standard Change Request for your Managed WAN Service

Scheduled Maintenance by Verizon
Details on the process and how to change notification contacts

Problem Management for Chronic Incident Tickets
How to raise a Problem ticket

Zscaler IP Range Changes
Process for customers who make use of Zscaler in combination with Managed WAN networks, Internet Dedicated Access or Managed Security Services

Self-Service Tools

Verizon Enterprise Center Overview
Verizon Enterprise Center Web portal overview

Verizon Enterprise Center Register/Login
How to start the enrollment process for the Verizon Enterprise Center

Verizon Enterprise Center Repairs
The Repairs tool allows you to open, track, and update tickets for a broad range of products and services

Verizon Enterprise Center Manage Notifications
How to receive notification emails for Incident Tickets

Verizon Enterprise Center Create a Quick Ticket
How to report an incident using quick functions

DNS Management Self Service Web Portal
Managed Services overview for Verizon Enterprise Center

Verizon Enterprise Center Primary Point of Contact
Primary Contact enables you, as your company administrator, to determine access the portal and user entitlements.

Verizon Enterprise Center Reset Password
There may be times when you need to reset your password if you forgot it or entered it incorrectly too many times and are locked out.

Set Up Your Incident Ticketing System B2B Interface With Verizon
Verizon empowers customers with the ability to set up a personalized Service Management interface.

Incident Ticket Status Definitions
Overview of the Incident Ticket indicators State and Status and how they are used.

Miscellaneous

European Data Co-Location Centers
How to request access and/or support for Verizon Data Co-Location centers

European Data Co-Location Centers - Service Delivery Platform
How to request access and/or support for Verizon Data Co-Location centers with Access Lists managed from SDP

Incident Management Milestones
Adoption of the ITIL Incident Management process in our incident ticketing system

VoIP Service Overview
Guidelines on how to change setting on your VoIP Service

European WEK Pre-Deployment form
Form to enable the Wireless Expedite Kit (WEK)

European Charge for Service User Guide
In which cases does Verizon charge for troubleshoot or technical assistance?

Disconnecting Your Verizon Services
Information on how to complete a Letter of Disconnect

Ethernet Access to Private IP
Optimize the balance between packet loss and throughput

Incident eBonding
How to report an incident or How to request a change within the eBonding process