Verizon Care Welcome Kit

With Verizon Maintenance:

• Verizon takes the customer’s first call
• You cannot call the original equipment manufacturer (OEM) directly for support
• Billing is done as a monthly recurring charge (MRC)
• There is no fixed term or early termination liability.
• Support is available for multiple manufacturers/OEMs.

With Manufacturer Maintenance:

• Customer calls the manufacturer direct for support
• Billing is done as prepaid
• There is often a fixed term and early termination liability may apply.

With Verizon Care, you will contact Verizon directly for support. Verizon will work with the manufacturer (Original Equipment Manufacturer) as needed for assistance and advanced parts replacement. If it is important to be able to speak directly with the Manufacturer’s TAC, Verizon can offer you a manufacturer maintenance product.

Verizon Care relies on manufacturers and partners to maintain a spare parts inventory so that service levels may be met.

When opening a trouble ticket for Verizon Care via the Verizon Enterprise Center portal, what information should I provide to report equipment trouble?

You will need to be prepared to provide the following information:

• Your Business Name , Contact Person Name, Phone Number, and Email Address
• Service Instance ID or CPE Instance ID (available on your Verizon invoice)
• A brief description of the trouble, including time and duration of the trouble event

Once compiled, Verizon will provide you with a trouble ticket number and refer it to the appropriate team for further diagnostics and repair.

8x5 coverage is based on your local time.

Verizon does not support heights greater than 12 feet  as standard.  Any network CPE that is installed and/or maintained at heights greater than 12 feet would be considered a custom solution. A longer response time may be required, and there may also be additional cost in supporting this type of solution.

Yes, you will need to contact your Verizon Account Representative for a quote to change your Verizon Care coverage.

Verizon will work directly with the manufacturer to ship the replacement part as soon as is reasonably possible considering your geographic location relative to the manufacturer’s available inventory.

If your network CPE was damaged during shipment, this is not covered through Verizon Care. Instead,  please contact your Verizon Account Representative to initiate the network CPE replacement process.

You should consider filing an insurance claim. An insurance claim may also be filed if the network CPE was damaged by water, storms, fire, or other acts of nature. Verizon Care is not a substitute for an insurance policy.

With Verizon Enterprise Center Mobile, you have 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 portal, 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 home screen for easy access the next time you log in. Requirements are as follows:

• App Store: Apple iPhone models that have at least a 13.x iOS version in the U.S. on any carrier or Wi-Fi network
• Google Play: Selected devices using an operating system of Android 5 or higher in the U.S. on any carrier 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.